Agent ProvocateurOpiniões 

Disappointing experience
My recent visit to Agent provocateur left me deeply disappointed. It all started at the beginning of February when, after returning from a vacation, I discovered that the purchased product was damaged. I reported that the product was damaged immediately, contacting them on both email and WhatsApp. Despite this, my many requests and evidence of the damaged product, it took almost 3 months before I was told that I first had to send the damaged product back to the store before something new could be sent to me. This would have been perfectly fair if I was told this from the start, but due to the long processing time, I would have expected something different from such a big brand.

As a loyal customer who often shops at Agent, I must say that I am very dissatisfied and not at least disappointed with the service I have received. I am aware that the customer service representative is simply following Agent's rules, but in such situations, the company's upper management should have handled this differently.

This indifference to customer satisfaction and brand reputation is too bad. After all, it is loyal and satisfied customers that maintain their image - something that Agent seems to overlook. I really expected better from a company of their caliber.

I have been a client a couple of years and whats happened to me sooooo painful, upset me so much I can’t proper describe. The situation just ridiculous.

Order number 500195426
Order placed 29/02/2024

So what happened to me. I have ordered items online. Have paid and of course have paid for proper good delivery. That was DPD (huge part of my case).
The items were ordered (of course) for special occasion and nothing has to go wrong.
On the day of promised delivery -I have received an email from DPD. You parcel was delivered. Around 7 pm on 4th of March 2024. I haven’t received any parcel of course. No one ring my door bell. The POD was shown unclear photo of box been taken in some commercial property ( I live in the apartment), sign for this was: Dimitrius. And of course I have no idea who it is. I made a claim immidiatly. But never received an answer from DPD. I have sent an email to Agent Provocateur as well. I had automatical response : we will answer you during next 2 working days. And of course no one answered to me even within a week.
I have tried to contact DPD - what a challenge. NO answer. And -oh teas - the robot of DPD chat have shown me GPS where the signature was taken. That was not even my street.
I have tried to contact Agent Provocateur more- and in a week time (around 3 weeks after delivery I have never received)they have answered- we will contact DPD - but it could take up to 14 working days.
NOW we begin main and absolutely nonsense part.
I haven’t received any update more then 3 weeks and then contacted Agent myself.
Guess an answer - DPD says they did everything correct. Your case is closed.
Can you imagine? Sounds like -f...ck off , isn’t it?

I was shocked but tried to be kind and give more chance for my loyalty. I have sent to Agent all evidence about DPD mistake and they were kind -the agreed to re-ask DPD again.
I have waited 3 more weeks. No answer.
I send email again - ask for update and….. have absolutly same answer- every thing correct- don’t disturb us any more.
I started to contact DPD and very rude lady says don’t disturb them any more. They will not give me any POD any more and doest want to talk to me at all. All my questions I can ask Agent Provocateur.

I am texting back to Agent and ask- please provide me with POD of my parcel. It is absolutely legal request especially I have paid for my delivery.
Guess an answer?

Did not allow an exchange on a lingerie set (over $200) that was inaccurately sized. I asked for an exchange day it was delivered as a first time customer. I feel misled and cheated by the company.

I purchased the same set one size up, they never sent me a confirmation or tracking, I had to ask customer service and they sent me incomplete details.

Over 2 weeks after ordering, my items were never delivered. I followed up multiple times. Now I am being asked to drive to a warehouse to pick up items even though I paid for shipping.

So they sell you things while skimping out on customer service help costs, delivery costs, and simple infrastructure like sending out confirmations and tracking for purchases.

The quality was just okay. For the cost, inaccuracy, and inconvenience, I would never order again. You can’t ride on your brand reputation forever while downgrading your products and services.

People have told me Honey Birdette is much better.

Also die Qualität der Dessous ist wirklich schön, ABER sowohl der Size Guide, die Lieferung, als auch der Retoure Prozess haben mich einfach nur enttäuscht! Ich habe meine Maße wie aufgefordert genommen und keines der Stücke (Slip, BH oder Strumpfhalter) haben gepasst. Ich trage Größe XS/S und hatte so etwas noch nie zuvor erlebt. Die Lieferung dauerte entspannte 5 Tage, dafür dass es sich um eine Expresslieferung mit 20€ Gebühren war. Bei der Retoure habe ich leider über 2 Wochen nach Eingang der Ware auf mein Geld warten müssen, echt schade.
Alles in allem werde ich diese Marke niemanden empfehlen, das ist mir den Preis wirklich nicht wert.

Karolina solved my problem and was a great communicator. 10/10

I Purchased Online, unfortunately i did not see that there was a NO RETURN Policy in Place for Sale items. So i checked the size Chart, picked my Size ordered the items on Sale....which usually there is no issue with other brands returning or at least exchanging. So it arrived and the items are 1-2 sizes too small. I called to return or exchange...and they do not refund sale items or even be open to an exchange to the right size OR a store credit to purchase something else. Since we are ordering online..we can never be 100% sure that the size fits ..even if you have already purchased the brand...things run different.Also...the Quality used to be much better...now we are talking Victorias Secret but at a higher price. Absolute NOT RECOMMENDING TO BUY THIS BRAND! DO NOT BUY ONLINE! On top you get charged 15 USD for a return Label of regular stuff!Not going to buy anything from Agent Provocateur anymore!

There was a problem with the transport of my package, but as soon as I notified the company, they took care of it quickly and communicated further steps to me in a friendly professional manner. Thank you!

Die Erfahrung des Kunden FS vom 7.03.24 kann ich nur bestätigen. 15€ für eine Rücksendung soll der Kunde tragen. Ich habe 2 Artikel zurückgeschickt, einer wurde zurückerstattet. Für den anderen Artikel erhielt ich ein Foto vom Kundenservice (Sarah), auf dem einige klitzekleine helle Staubpartikel zu sehen sind. Der Kundenservice behauptet, dass der Artikel aufgrund dieser Staubpartikel beschädigt sei und weigert sich, den Preis zurückzuerstatten. Das sieht ganz nach einem erfundenen Grund aus. Ich soll nochmals 15€ Versandkosten bezahlen, damit sie mir den Artikel zurücksenden können. Sollte ich die 15€ Versandkosten innerhalb einer Frist von 28 Tagen nicht bezahlen, so würden sie über den Artikel wieder frei verfügen und disponieren. Ein ganz übles zweifelhaftes Geschäftsgebahren und Kundenservice. Absolut keine Empfehlung dort zu kaufen.

Wir sind seit nahezu 10 Jahren und zigtausend Euro Kunde bei AP. Der Kundenservice und das Retourenmanagement ist nur seit ein paar Wochen unterirdisch. € 15 für eine Retour zu bezahlen ist grenzwertig, die Dauer der Abwicklung eine Zumutung. Dazu kommen auf einmal ausgedachte Mängel der retournierten Waren - das gebe es so in den letzten 10 Jahren nicht. Wir werden nie wieder etwas bestellen, obwohl wir eigentlich immer sehr zufrieden waren. Nur wenn jemand Premiumpreise verlangt, sollte man auch einen Premiumservice dafür bieten. Zum Glück gibt es mittlerweile einige Alternativen, die auch ihren Sitz in der EU haben...

Bin zufrieden. Die Ware passt und ist hochwertig.

Zu den Retouren kann ich NICHTS sagen, weil ich immer alles behielt.

BEWARE - Check all items you recieve with a MAGNIFYING GLASS. I tried on an item and returned. I was refused a refund by an 'agent' on the grounds of a small mark (like I say, you need a magnifying glass)

To clarify -'Agents' did not notice the mark sending the item out - only when recieved back. The whole process took over 3 weeks, there is no telephone no to call, only a customer service email.

WORST CUSTOMER SERVICE - agents do not reply within the 2-3 days timeframe, I had to send two seperate emails in order to get a response, tNone of your concerns are addressed ie how the item was not deemed faulty to send out but not when sent back in exactly the same condition, the lack of response and over 3 weeks for the return process.

LASTLY - I had to ask multiple times for a transparent complaints procedure and how I could escalate my complaint. Finally I was told the SAME AGENT dealing with your order is ALSO the complaints department!

Absolute JOKE. First and last order.

The quality of the product we receive was fine, but unfortunately not the size my girlfriend could fit... and here it all starts.
Back and forth with customer service and phone conversations with DHL DAO, etc., etc., but no one could give us an answer as to where our package we had sent to Agent provocateur's warehouse had ended up.
Until suddenly one day it shows up at home again, but it's THE SAME PACKAGE I SENT.......
After contacting customer service again, and finding out how clueless and careless they are to both you and the return of the correct size of your order, they say they have "extended the period for the return of the package" and that i now should be able to send it again.
But of cause this was NOT possible, and look........now I'm standing where it all started, with customer service that gives you your expected answer one week after you wrote, but still when replying dosen't really answer the questions you asked.
To put it mildly, lousy customer service. Could not feel more "fooled", especially when the products are in a high price range.

The help response was fast and solved my problem immediately and very friendly

Great quality but the worst customer service. They sent me wrong item not as shown on a picture on my order. They delivered high wasted bottoms for swim suit and I order regular not high wasted , than they charge me $15 to ship the return and after than they told me they can’t accept return. Item was never used I return because wrong item was sent. Now they just emailed me that I need to pay another $30 for them to send it back to me. Really? I been long time customer and fun of the brand but due to such poor customer service I feel that they treated me unfair. No more. Not for me. Stay away

They are great at sending things to you, quality is meh and they are terrible at returns of any kind, website sucks and is always wrong, support is slow and it feels like they are deliberately trying to make it difficult so you won’t return the items. Big difference from the really easy returns for Honey Birdette

I have ordered one item from the website and they sent me completely different item.
I have contacted their customer service, who couldn’t believe it. I had to send them a photo, etc. they agreed to exchange it, I went through it all. And they have resent me the same thing again 🤦‍♀️

Amazing customer service!!! They are there to help and make sure that you are satisfied with with your order

Normalerweise schreibe ich nie eine Bewertung, aber bei dieser Firma und solchen Preisen darf man doch etwas Luxus erwarten?
Es ist einfach nur unfassbar schlechter Service und Kundendienst.
Ich habe 1 BH und Höschen bestellt. Als die Lieferung ankam, hat es leider nicht gepasst und ich entschied mich umzutauschen. Schön und gut, für den Umtausch durfte ich 15€ zahlen und 2 Monate warten, bis ich mich wütend a den Kundendienst gewandt habe. Die Antwort kam Wochen später, dass sie sich schnellstmöglich um das Ganze kümmern werden. Ja, heute kam nach Wochen Wartezeit mein Umtausch an, und… es fehlt einfach das Höschen… es ist doch unglaublich, nach so viel ZEIT… Kundendienst reagiert nicht. Nie wieder Agent Provocateur