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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Awful customer service
Awful customer service. Ordered multiple items unknowingly from different brand partners when I have gone to return some I have found that I have to pay £1.99 to each different brand partner. Not only that I have not received a returns label and are getting nowhere with their customer care team!!
13 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Tricia,
Thank you for taking the time to leave a review. We do operate as a marketplace in order to offer our customers great prices on a wide range of products from popular brands. You can find the details of the delivery and returns of concessionaire items on the website, and a full list of the brands below. https://www.dorothyperkins.com/pages/informational/concessionaire-brands
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
Crap service (Next day delivery)
Crap service.
Paid for next day delivery service but the items have still not arrived. What is the use of using paying more money and using this service when the order doesn't arrive as per next day delivery?
Contacted customer service but no response. Very disappointed.
Order Number: DUX046180059
7 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Krishna,
Thank you for taking the time to leave a review. I can see that your order was placed after the cut-off time, which means the order was still processed on next-day delivery service but for delivery by the 8th November. I can see on the tracking that this was delivered on time. You can check all the delivery information, and cut-off times, on the delivery page on the website linked below.
https://www.dorothyperkins.com/pages/informational/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
My order DUX045567451 on 23rd October…
My order DUX045567451 on 23rd October consisted of 8 dresses. Was delayed by the carrier as had notification from them. 1 dress arrived on Tuesday 4th November in a parcel that had been taped up (assume it split and they got separated) all dresses show as delivered but still missing 7. Contacted DP Tuesday but still no response. Extremely disappointed in them.
4 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Claire,
Thank you for taking the time to leave a review. I am sorry to hear that you haven't received all of your items as the parcel was damaged i transit.
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 am still waiting for a refund for a…
I am still waiting for a refund for a returned teddy bear coat. I received an email weeks ago, to say the coat has been received back and I will be refunded in 14 days. That time has lapsed by 10 days. Emailing them, the response is a generic email saying they will respond in 48 hours but they don't respond at all! I have written to their Head Office but still no response. There is no telephone number to call, it is only email or Messenger text. Appalling company. As a pensioner, £80 is a lot to lose!
7 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 assure you that the refund for your return will be processed.
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
NO REFUND RECEIVED
I sent a return and got an email confiming that they received my return on 22nd October. There is no email to confirm that the refund was issued since so I contacted them via Messenger, was told that the refund was issued on 22nd October. Still no email or refund received. Then I was told that they cannot investigate further because the refund was issued one month ago. It is 16 days ago since they supporsedly issue a refund that is nowhere to be found. They owe me over £80!! Please someone contact me asap.
7 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Juno,
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.
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
Absolute shambles
Absolute shambles. You acknowledged receipt of my return on 7 Oct and I am still fighting for a refund. Going to go out of my way now to slate you where possible. The worst customer service I have received in a long time. Never buying from you or Debenhams ever again. Oh and you mention that it might have been a Boohoo item.. don't care, out of the three mentioned above, what it was, no excuse for this level of appalling service.
6 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Michelle,
Thank you for taking the time to leave a review. 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
AVOID!!
AVOID!! I will never order from this company again. Never write reviews, but feel like people need to be aware. Placed order on the 21st September (DUX044559682) still awaiting refund for the items I returned and that were received back on the 10th and 15th October. It is now the 4th November!! Tried getting in touch, just told refund has been processed?!? Don’t get anywhere. Not looking likely will ever receive my £111.84. Terrible customer service.
UPDATE
Thank you for your reply, but based on what you write you clearly do not care about customer service at all. My refund took nearly a month, so clearly only state your timescales if you actually stick by them. I have evidence of when the refund was processed and that’s only today after receiving a response on here. Only wrote a review to advise, and warn others as I have never experienced customer service as bad as I have on this occasion. No apology just stating incorrect timescales and telling customers to ‘take care’ very patronising. Terrible experience, will not order from Dorothy Perkins or Debenhams again.
4 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. The refund will have been back in your PayPal account by 25th October and 30th October.
Take care
- Rebecca
Avoid
Really wish I’d read the reviews on here before I purchased, however I assumed everything would be ok from a recognised name . Only 2 of my 3 orders arrived and one of these items was the wrong item which I do not want ! I am therefore about £70 out of pocket . I have text and WhatsApp , a reputable company would have a phone number however I am just met with automated responses saying agents are busy . I would like someone to contact me with regards to my refund please .
4 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Kerry,
Thank you for taking the time to leave a review. I am sorry to hear you haven't received all of your items, and that one of the items you have received is incorrect.
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
Awful customer service no stars deserved
Awful customer service. Ireturned a parcel on 7th October 2025 via Royal mail collection.
It is now 3rd November and despite numerous emails and messages I still haven't received a refund. I will never order from here again. Just get told it's being processed. I'd urge everyone to avoid this company.
3 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Julia,
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.
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, and we hope you decide to give us another chance in the future.
Take care
- Rebecca
I won’t shop Dorothy Perkins again
I won’t shop Dorothy Perkins again , ordered some items with them,pressed to pay for my order and only noticed after they had added £5.99 for delivery protection,which I did not want,I have been waiting for these goods to arrive but they haven’t yet and I don’t think I should pay insurance for them to be delivered to me as they don’t belong to me at the moment they belong to Dorothy Perkins. If I want to return them I will of been charged an extra £5.99 for insuring there goods. I think this is a scam I didn’t agree to and they refuse to do anything about it. I will not order from them again.
24 de outubro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Julie,
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. Once purchased we are unable to cancel the protection.
I am sorry to hear that you have yet to receive your order. 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
Absolutely Appalling – After 10+ Years as a Loyal Customer, I’ll Never Buy from Dorothy Perkins Again
I’ve been a loyal Dorothy Perkins customer for over a decade, but this most recent experience has completely destroyed my trust in the brand. I placed an order in mid-September, returned the items (with full tracking) at the end of September, and have spent over a month chasing a refund of £166.48 — which, to most people, is not an insignificant amount of money.
Despite providing proof of return and having email confirmations, I was repeatedly met with automated replies and copy-and-paste messages from what may as well have been chatbots. The so-called “customer service” team never actually addressed my specific query or gave me any real information. Several emails stated that my refund was “being processed” but they would never provide an actual date — just vague, empty reassurances.
After weeks of frustration, I finally had to open a PayPal case on 21st October, as this was the only way to get any kind of resolution. Dorothy Perkins had until 31st October to respond, but they never even bothered to reply to PayPal. Only once PayPal closed the case in my favour did I finally receive my refund.
For a brand I once trusted and regularly shopped with, this has been a shocking experience. The complete lack of accountability, communication, and customer care is unacceptable.
My advice to anyone thinking of ordering from Dorothy Perkins:
DON'T BOTHER
It’s such a shame to see a once-reliable company fall this far. After more than 10 years of loyalty, I will never shop with Dorothy Perkins again.
1 de novembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Karen,
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.
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.
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
Nearly 4 weeks that i returned an item
Nearly 4 weeks that i returned an item. According to the bot it takes up to 15 days for them to receive it. Id get it sent sooner to Australia. Now i will have to wait for my refund which i suppose will take a further 15 days. I will stick with the good on line stores in future
30 de outubro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Vivienne,
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.
Take care
- Rebecca
Still waiting for a refund
Still waiting for a refund, just getting emails saying to be patient. No phone number to call and no complaint procedure. Just want my refund. Sent messages on whattsapp and messenger. Awful company will never buy from them again
9 de outubro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Louise,
Thank you for taking the time to leave a review. 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.
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.
Take care
- Rebecca
STILL NO REFUND AFTER OVER A MONTH WITH PROOF OF POSTAGE
Still no refund since returning on 25th September and no communication. Extremely upset, anxious and worrying about the £44.99 still owed to me. It may seem trivial to you but I’ve been really affected by being ignored by both Cutie London and Dorothy Perkins.
Order Date: 13 September 2025
Order Number: DUX044341363
Marketplace Items from Cutie London
Although having returned this coat on 25th September I have still not received a refund. I have contacted Dorothy Perkins regularly and not had any response other than their AI Bot to say ‘We are really sorry but our Customer Services Department is very busy at the moment’
I’ve supplied both yourselves and Dorothy Perkins with photos of the postage receipts confirming I sent back the coat. This is extremely upsetting and causing me much anxiety. This may seem a trivial amount to both yourselves and DP but to me it’s a huge amount and causing me distress.
Can someone in your company please reply to my email - I’ve not received a reply from yourselves for the last two emails I’ve sent and it’s really affected me. I feel ignored, irrelevant and a pain by just asking for a refund that is due. I’ll attach the postage receipts again.
Regards
27 de outubro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear you have yet to receive your refund.
I can assure you that this is being processed, and will be back in your Klarna account no later than 11th November.
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
Shocking Customer Service
My order still hasn’t arrived and cannot get a proper response from customer service on whether it has been dispatched or not. If I don’t here anything within 24 hours then I will be requesting a refund from my credit card company…..shocking customer service!!
24 de outubro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Vicki,
Thank you for taking the time to leave a review, and I am sorry to hear there has been a delay with your order.
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
Had to contact customer services as I…
Had to contact customer services as I had not received any dispatch notice despite it being 6 days since I bought my items and they were quick to respond I chatted with Kai who gave me information regarding my order, thanks
24 de outubro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hi Amanda,
Thank you for taking the time to leave us a 4* review!
I’m so pleased Kai was able to provide you with a wonderful customer service experience. Positive feedback is great to hear, and we appreciate your kind words.
Thank you and take care.
- Rebecca
I love the products
I love the products, different sections, coast, Wallis etc, Kai , my online customer service agent was lovely,to converse with,was to the point on the subject and fulfilled my expectations. However.
I have waited ten days for a item that I bought, not once , have I received a text or email regarding where the item is in transit, if I bought a item from next I would be advised exactly where the item was ,if it was going to be late, and also that my item has arrived, I expected the same from DP, I will have to take this in account when ordering again, especially when the boxing sales are on and I spend a lot, as you can forget what you have ordered.
24 de outubro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Mary,
Thank you for taking the time to leave a review. We do value your feedback, especially when it helps us identify areas for improvement in regards to tracking your order. We are sorry that we didn’t meet your expectations on this occasion, and we hope you decide to give us another chance in the future.
Take care
- Rebecca
Still waiting for a refund since 30th…
Still waiting for a refund since 30th September despite having proof they received the item back. Customer service is terrible they ignore emails and their message system is just an AI constantly saying the refund has been processed.
30 de setembro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Nicola,
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
Avoid as you don't get a refund
Avoid. I returned 3 dresses on 23rd sep and received confirmation that the dresses had been received by debenhans and I still haven't received my refund nearly 30 days later and I'm not receiving a response to my emails.
22 de outubro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Sophia,
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
Awful
Awful. This company is extremely awkward and inflexible. It's completely unfit for trading online. I'll never buy from them again and would not recommend them to anyone else.
14 de outubro de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Irene,
Thank you for taking the time to leave a review. I am sorry to hear that you have been unhappy with the service provided.
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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