Never buy from this company again Terrible customer service via AI, I wish I was able to rate this company with a zero. I used to buy Dorthy Perkins dress. The latest order was terrible. Quality of t... Ver mais
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Leia as opiniões dos outros
Accidently added the incorrect address for an order. Realised mistake immediately. You cannot cancel your order or change the address even seconds after placing the order. Ai chat bot is the only help... Ver mais
How I wish I read these reviews before I’d placed my order. The items I received were not from Dorothy Perkins, but Debenhams and a companion called ‘Where’s That From’. Both items were too small and... Ver mais
Very poor quality sandals - worn out after very short time. These were bought from another retailer but with DP brand and extremely shoddy. Waste of 'real leather' straps which are cracking after a... Ver mais
Informações sobre a empresa
Informação fornecida por diversas fontes externas
With a great collection of affordable, feminine womens clothes updated daily in sizes 6 to 22, Dorothy Perkins offer dresses, maternity clothing, boots, tops, cardigans and coats.
Escrito pela empresa
Informações de contacto
Reino Unido
- www.dorothyperkins.com
1,6
Muito mau
4 mil opiniões
Sem histórico recente de solicitação de opiniões
Esta empresa não convidou os clientes recentemente, pelo que as opiniões podem não ser representativas
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Despite having paid £9.99 for the…
Despite having paid £9.99 for the annual unlimited delivery service, I was still charged £6.99 for next-day delivery. I later discovered that this delivery service does not operate on Saturdays. I subsequently received an email advising that my delivery had been delayed, yet the £6.99 delivery charge was still applied and has not been refunded.
I have attempted to contact customer support via both Messenger and email; however, I have only received automated responses which do not address the issues raised.
In addition to the delivery concerns, the item I received was incorrect — I was sent the wrong jumper.
At this point, the service provided has fallen well below an acceptable standard, and the failure to deliver the goods as agreed constitutes a breach of contract. I am requesting:
A refund of the £6.99 next-day delivery charge
Resolution regarding the incorrect item received
A proper response from a customer service representative
If I do not receive a satisfactory response within a reasonable timeframe, I will escalate this matter further, including seeking advice from Citizens Advice before taking appropriate next steps.
5 de dezembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello,
Thank you for taking the time to leave a review. I am sorry to hear that there was a delay with the delivery of your order, and that the item received was incorrect.
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Items didn't arrive, need refund
5 items never arrived but the AI is telling me that they have all been delivered! Can't get through to an actual person and I am >£100 out and left with no christmas gifts
9 de dezembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Farah,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been a delivery issue with your order, especially as these were gifts for Christmas.
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor. Please reach back out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.dorothyperkins.com/pages/informational/contact-us
Take care
- Rebecca
Awful customer service
I ordered from here at the end of October and returned the clothes 20 business today and still no refund. It is very poor customer service. I will not be ordering from here again. Saying that they are busy is a cop out and their is simply no excuse for how they treat their customers. I am beginning to think that this entire company is one big scam. Do not use. Stay well clear.
Order number for dorothy perkins in case they are interested DUX045596175
11 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again.
I can see that the refund for your return has been issued, and will have been back in your original payment account no later than 4th December.
Take care
- Rebecca
Bo unlimited delivery.
I have unlimited delivery on my account yet when I try to place an order, every delivery option is chargeable. I cannot order an item I want for Christmas as I refuse to pay for delivery. Contacted the ‘customer service’ for what it is but I highly suspect I will never hear from them. Meanwhile, I have paid for a service that I am not benefiting from. Absolute joke!
5 de dezembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that you are having issues with your delivery service.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
I rated this a one star as there was…
I rated this a one star as there was not a zero option. I messaged them over 3 weeks ago as I was having issues returning products ordered on Dorothy Perkins. 6 emails and 5 wattsapp messages later I am still waiting for a response. I also wanted to know why I had ti send my products back to 3 different places each with a £1.99 return fee, when I ordered them from the same place. They obviously don’t feel customers are that important as there isn’t a number you can ring to speak to a human being. Given their atrocious customer service I can figure out why. They said they were busy yet have sent an email asking if I still needed help and if so provide my order number which has been in every message I’ve sent. Given they haven’t responded I would have thought they knew the answer to that. I escalated it to a complaint because I know they have to respond sooner still nothing. I explained that the deadline for return was fast approaching that has now passed. I am never ordering from anything to do with Debenhams again. I shall keep emailing them in the hope I get my refund before the end of 2026!! Such a shame Debenhams used to be such a trustworthy company. But now I would warn everyone to Steer clear!!
15 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Vicky,
Thank you for taking the time to leave a review. We do operate as a marketplace to offer a wide range of products at a great price from our concessionaire brands, which does mean that returns need to be organised with the concession. This information is available to be viewed before an order is placed on the website.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Bad service
Bad service. Paid next day delivery, but still didn’t receive my order. Contacted the actually delivery company and they said my parcel is still with the sender, so make it make sense. Contacted the IMessage channel and the AI kept saying wait till 9pm, which I did, and once I messaged them again, I got no replies.
6 de dezembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Tania,
Thank you for taking the time to leave a review. I am sorry to hear that there was a delay with the delivery of your order, especially as you ordered this for next day delivery.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Not got my refund
I ordered 2 jackets from them and returned them immediately so i can get my refund and buy something different but since then I'm waiting for my refund and got nothing back. They confirmed on 24th November that they got my return back and processed my refund but its been 13 days and got nothing back in my account. You can't talk to anyone because they have AI and it jeep repeating the same thing. AVOID DOROTHY PERKINS!!!
24 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Jona,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor. We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
SCAMMERS. DO NOT BUY FROM HERE
How do I get in touch with this crappy customer service???? I have a refund to organise but YOUR REFUNDS PORTAL DOES NOT WORK.
ITS ORDER Order Number: DUX046976551
scammers!!
7 de dezembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Maya,
Thank you for taking the time to leave a review, and I am sorry to hear that you have had an issue with our returns page.
Please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.dorothyperkins.com/pages/informational/contact-us
Take care
- Rebecca
Honestly the worst customer service!
Honestly the worst customer service ever! The company is an actual scam. I assumed it was the same Dorothy Perkins I’ve shopped in for many years- It’s not. I placed a large order on 27/11/25, my order number is DUX047458457 the order was due to be delivered on 4/11/25. I have had not one dispatch email or tracking details. The AI messages were trying to convince me it would be arriving yesterday by 9pm. Shock alert- it didn’t! Customer service via email have now said it was never actually dispatched and there is a “delay”. Terrible terrible terrible! I have had to raise a card dispute with my bank as a fraudulent transaction. Debenhams, Dorothy Perkins and BooHoo are all scam companies and websites. Beware and do NOT buy from them. Save yourself the hassle
**Update**
8/11/25 parcel finally arrived. Ordered 28 items 9 arrived and it’s says complete order. Absolute scam! Putting through a claims on my credit card tomorrow. Disgusting company. They should be ashamed of themselves just stealing peoples money!
1 de dezembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Danelle,
Thank you for taking the time to leave a review. I can see that you have placed your order on super saver delivery. This can take up to 10 working days for the delivery, meaning the estimated delivery date for your order is 9th December.
Your order has been dispatched in four parcels. Two have already been delivered on 29th November, and 1st December. The remaining two are on their way, and will be with you soon.
Take care
- Rebecca
Terrible returns experience
I went through their inpost returns procedure, which means I got texts and emails from inpost advising me each step and when the item was received back to the warehouse.
After a week I chased this as I had no refund and it wasn't cheap - nearly £70 - but the AI kept telling me when the item was received it would be refunded. I asked to be transferred to a person and was told there was a wait (this was 3pm yesterday, it's now 1pm) I've sent a follow up message with no response.
I've provided the inpost tracking and followed their guidance so I'm really annoyed (and out £70!)
4 de dezembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Becka,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Good service
3 de dezembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hi Christine,
Thank you for taking the time to leave us a 5* review!
I’m so pleased to hear you are happy with the service. Positive feedback is great to hear, and we appreciate your kind words.
Thank you and take care.
- Rebecca
Waiting over 4 weeks for a refund!
Am waiting over 4 weeks now for a refund. I returned 2 coats and only received refund for 1 coat. Have tried to email / whatsapp but you get an initial acknowledgment and "we will look into it" and then don't hear anything again. They have got £60 of my money. I will not buy from Dorothy Perkins/ Debenhams again. They are holding onto people's money for goods they pretend they don't have. Shame on them.
6 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Clare,
Thank you for taking the time to leave a review, and I am sorry to hear you have yet to receive a refund for the second coat you have returned.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Scam company
Scam company! Retuned dress which was too big, the day after I received it. Got confirmation Inpost had returned the dress which was 4 weeks ago and was promised a refund on the 24th November, then the 25th. Nothing has come. Customer service is terrible and they completely lie to you.
Had a text today to say the refund was process on the 19th November yet not had any money come through or email. Requested help from my bank to raise a charge back, bank came back to me and said they were also ignoring them.
Will report to trading standards and ombudsman as this is a disgusting company. PLEASE DO NOT BUY FROM DOROTHY PERKINS!
15 de outubro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Andrea,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Whatever you do, no not purchase from these
Whatever you do , do not order thorough dorothy perkins or debenhams. Ordered 3 items, returned the next day. They acknowledged a return and processed a refund (apparently) but almost a month later still no refund. I email once or twice a day and get an automated reply . No one to actual talk to. Absolutely shocking service. Also in reply to your message, its been over , way overdue for a refund. Check your records. Crappy reply. Annoys me even more!!!
9 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Phoebe,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Scam company took money for a product that I won't get
I have ordered a storage ottoman under the order number DUX047326947. Later it was cancelled by the seller as it was not deliverable to my location. I have paid a total of £93.18. When refund was initiated there was only £83.70. Such a scam. For something that I didn't receive I paid around £10. Never again buying anything from this place everagain. I advice not to deal with such scam company.
25 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that the delivery charges and parcel protection weren't automatically refunded when the order was cancelled. I have refunded these for you now, and this will be back in your card payment account in the next 3-5 working days.
If you have any further queries regarding the order or refund, please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.dorothyperkins.com/pages/informational/contact-us
Take care
- Rebecca
Wish I’d read the reviews first
Why have you automatically ticked the box for delivery protection? I hadn’t noticed this until I had paid and wondered why the total price was higher. As others have said there is no way of contacting the company as you just get an automated reply which is nothing to do with your question. I was looking to see if others had had a similar issue and came across the dreadful reviews on here and now regret ordering from here as I know I won’t be keeping all of my items. Wish I’d looked at reviews first but as a reputable company, you don’t expect such poor customer service. It seems the response on here is also automated too…
26 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello,
Thank you for taking the time to leave a review. We have recently introduced a new option at checkout for additional protection for your parcel with Swap protect. Customer’s do have the option to opt-out of this if they don’t wish to purchase before checking out. It is a customer’s responsibility to ensure you are carefully reading and understanding the options available before continuing to the next page/step. These options are clearly set out online, and selections made at this stage are final once you continue. Once an option has been selected, we are unable to make changes or cancel it.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor.
Take care
- Rebecca
I'm waiting for full refunds for 2…
I'm waiting for full refunds for 2 orders totaling £140.82.
As has been the case yet again DP customer service is beyond appalling. With no actual useful contact only bot assistance.
Rebecca who responds on here for DP....maybe apply for a job that gives you some job satisfaction and maybe some purpose?
25 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Mary,
Thank you for taking the time to leave another review, and I am sorry to hear that you have yet to receive your refunds.
I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Many thanks,
- Rebecca
Terrible AI customer service and pre-ticked boxes
Terrible customer service via AI. You can't speak to a human adviser. Be warned, I shopped online at Dorothy Perkins and got charged £3.99 'Delivery Protection' via a pre-ticked box. Under consumer protection laws, consumers must give active consent for extras like insurance, meaning they must opt-in by ticking an unticked box. I also notice the default ticked box for refunds is to gift card so look out for that too! Such a shame to see a company which I've loved in the past treating customers this way.
13 de outubro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Rachel,
Thank you for taking the time to leave a review. We have recently introduced a new option at checkout for additional protection for your parcel with Swap protect. Customer’s do have the option to opt-out of this if they don’t wish to purchase before checking out. It is a customer’s responsibility to ensure you are carefully reading and understanding the options available before continuing to the next page/step. These options are clearly set out online, and selections made at this stage are final once you continue. Once an option has been selected, we are unable to make changes or cancel it.
Take care
- Rebecca
Wrong item received and zero customer service
I ordered a brown satin shirt dress and received a brown knitted sleeveless bodycon. I've been trying to get into contact with Dorothy Perkins/Debenhams and have gotten no response. The dress I received was labelled wrong. I do not want to pay to return an item I did not ask for.
12 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Zaynab,
Thank you for taking the time to leave a review, and I am sorry to hear that you have received the incorrect dress.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Refund still not processed
Order ref DUX045410614 the only reason I'm giving a 1 star is because they're isn't an option to give 0. I returned an order in October, they confirmed it was received and that they were processing my refund and I should have it within 10 working days. Just like most of the comments here, I still haven't received my refund, have emailed twice and raised a complaint but as always no one has come back to me and I still haven't received my money back. I had the same issue with Debenhams a few months ago and the only way I could get my money back was by raising a charge back with my bank. Until this day Debenhams still hasn't contacted me and instead blocked my email and I haven't been able to order from them again. It suits me because I will not buy from them again either, I believe they are all the same company now? So no surprise that the problem has repeated itself. It has been one of the worst experiences shopping from this chain. The price they charge for some of their clothing (which in some cases are actually pretty good quality), you would think they would have their customer services team in order and would look after their customers a bit better. Anyway, I have had to go and raise another charge back dispute with my bank for this one and I have to say, NEVER AGAIN.
16 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Sandra,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can see the refund for both the items in your order has been processed.
We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
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