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
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Would have given zero if I could
Would have given zero if I could, I purchased some clothes, which didn’t fit…so had to return, bearing in mind I paid £3.99 for delivery, I had to spend another £1.99 to return, so I basically lost £6… it was fairly straight forward to return…Although I didn’t receive any confirmation that the items were received for 2 weeks, I then had to wait another 3 weeks for my refund, and I think they only sent it because I kept chasing it up…All a bit of a con to me as they are gaining interest on your money as it takes so long to refund it,…I will not be shopping on Dorothy Perkins website again as it not worth it, the cost to deliver and return and quality of the clothes not great.
14 de junho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Polster
Thank you for taking the time to leave a review on your recent experience.
As the delivery and return are 2 separate services, they will incur their own charges, which are outlined on our delivery and return information pages.
We advise our customers to familiarise themselves with this information before an order is placed to avoid any unexpected fees. The charges are still significantly less than what would be paid to post a parcel at your own cost, and we do aim to keep these as low as possible.
Thank you and take care.
-Stacy
Order No DUX041118562
**Order Number: DUX041118562**
Order placed 21st May,
Order delivered 28th May.
Wrong dress sent, completely different to one ordered.
Customer service contacted on 28th May, requested refund including return postage as wrong item sent. Dress returned and received by Dorothy Perkins 8th June.
Money supposed to be refunded within 15 days.
Fast forward to 1st August, several emails later and still no refund.
No reply from customer service to email sent on 25th July despite claiming to reply within 48 hrs.
I WOULD LIKE A REFUND OF MY MONEY INCLUDING THE RETURN POSTAGE COST AS WRONG ITEM SENT.
***Order Number: DUX041118562***
28 de maio de 2025
Opinião espontânea
Resposta da Dorothyperkins
Good afternoon Tracy,
I hope you are well and thank you for leaving your feedback regarding your recent experience with your return and that you have no update after contacting our Customer Service team.
I can see we reached out 12th July to see if you preferred for the correct item to be sent or refund to be processed. As you have now requested the refund, I've refunded the dress for you which will be confirmed in an email shortly.
As you have not recieved our emails, please allow up to one hour for this to be sent over and then please check your junk/spam to locate the email from me.
Have a great day - Joshua
Order DUX042640082 - still no refund! Terrible customer service and no way to…
Terrible customer service and no way to actually speak to a human being! Like others, I returned an item which was received by Dorothy Perkins/Debenhams via Evri (tracking app confirms). No refund after 15 days of waiting and no reply to WhatsApp Chat when messaged on numerous occasions. Luckily it wasn't an expensive item but I certainly won't be shopping with them again.
31 de julho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hi Laura
Thank you for this review, I'm sorry to hear a refund hasn't been received. I can see the 15 day timeframe has only just passed today, and our customer service team do aim to respond to all messages sent as soon as possible, and we ask to allow at least 72 hours for a response to be received.
As the timeframe has passed, I've gone ahead and have issued a refund on the return.
Have a great day - Dean
There is no way to get through to these…
There is no way to get through to these people. No replies to emails or chats no phone numbers to ring it’s a joke. Chasing my refund. Was a regular shopper but no more after this appauling experience
29 de julho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Zarina
Thank you for taking the time to leave a review on your recent experience.
We are an online based customer service centre, so 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 are 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.
Thank you
-Stacy
ordered 2 items ( one from blue vanilla…
ordered 2 items ( one from blue vanilla that they sell )sadly both too long so promptly returners Returns acknowledged by DP and refund minus £1.99 for postage promised. Weeks later and NO refund of any kind ,I am owed £35+.
Both have no reply emails. will not use again ever
28 de julho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Mrs Raven
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you are waiting on a refund to be issued for a recent return.
I'd like to look into this further for you, but I will need a few more details from you first. Please could you reply to the message you will have received off Trustpilot requesting more information. I will require your order number and email address.
Thank you
-Stacy
Not sure how to proceed
Not sure how to proceed, returned an item DUX042086304 using the Evri label provided, tracking H01THD0006428614 shows picked up Sat Jul 12th 25, no movement since Wed Jul 16th 25, now July 25th, still nothing, chat people say just wait, how long for?? So frustrating. Any advice, please?
25 de julho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Mandy
Thank you for taking the time to leave a review on your recent experience..
I'm sorry to hear your recent return was not processed efficiently.
I can see our customer service team has looked into this for you and deemed your return as lost or delayed. A refund has been issued and should of cleared in your account by close of day July 29th.
Thank you for your patience and take care.
-Stacy
Refund is ridiculously slow
I returned 3 items due to them not fitting the return was delivered to there warehouse 3/7/25 and I did not receive confirmation of refund until 13/7/25 I’m now still waiting for the refund to actually hit my bank and it’s now the 22/7/25.
I use to love ordering from here but now won’t bother.
22 de julho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello there, thank you for taking the time to leave a review regarding your recent experience with our brand.
I'm sorry to hear you were unhappy with items you ordered and returned them for a refund.
Your refund is currently being processed.
This is now making its way through the system and will be with you soon.
Take care - Devon
Bad service and communication
I used to order from Dorothy Perkins all the time and really rated their customer service and products. I ordered a pair of shoes for an upcoming wedding this weekend last week and Dorothy Perkins sent them via Evri. Evri lost my parcel (notoriously unreliable delivery service so I don't know why companies keep using them). I ordered a second pair using expedited delivery and they sent via Evri again and again, they have been lost.
I didn't get a confirmation email confirming either order, and I got in touch with customer services on Monday for answers and still haven't heard anything back from them. If either pair turns up I won't be able to return as I never got the confirmation emails.
I expect both orders and delivery costs to be fully refunded, but reading other reviews refunds and replies to emails seem to be like getting blood from a stone.
Poor deliveries, poor communication, poor customer service. I will not be ordering from Dorothy Perkins again.
17 de julho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Beth,
Thank you for taking the time to leave a review on your recent experience.
I am sorry to hear you haven't received the 2 orders and didn't receive an email to confirm these, especially as these were for a wedding this weekend.
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.
Please be assured they will get this resolved for you and provide you with all necessary details, should you need to return.
Thankyou,
-Lucy
I tried to return items using the no print QR code Royal Mail route
I tried to return items using the approved channels. I have confirmation from Royal Mail to say my return has been received at the warehouse. I have had no confirmation from Dorothy Perkins to say they have received my parcel back at their warehouse. I emailed Dorothy Perkins customer service with all the information they ask you to provide and I have had an automated message back saying I would get a reply within 48 hours. 48 hours has been and gone and still I have had no reply. I’m incredibly disappointed. I have been ordering from this brand for years and never had a problem. I will not be ordering again.
27 de junho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Natalie,
Thank you for taking the time to leave a review of your recent experience.
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 value all feedback and continuously work to improve our products and services.
Thankyou,
-Lucy
Takes ages to get a refund
Takes ages to get a refund. You have to contact them multiple times (if you have nothing to do). Items from one order were sent from different places, therefore, you have to send them back separately and pay £1.99 for each. Items don't fit, a t-shirt looked ok but has a terrible toxic smell. The return was sent more than month ago, still waiting for a refund.
Poor quality. Don't recommend
5 de junho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Anastasiia,
Thank you for taking the time to leave a review of your recent experience.
Dorothy Perkins does operate as a marketplace, meaning that products are sold by multiple third-party sellers as well as well-known brands.
All our product pages will provide details on who is selling and shipping your items.
Please note a returns charge of £1.99 per parcel will be deducted from your refund amount.
If you have any further queries regarding the 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 looked into for you.
https://www.dorothyperkins.com/pages/informational/contact-us
Thankyou,
-Lucy
Where is my refund?
Absolutely impossible to get a response from anything other than an AI bot which tells you that you will be put through to an agent. It never happens, and you go round and round in circles answering the same questions with no answers. Like everyone else who has left bad reviews recently, I am awaiting a refund. Where is my money? I returned the items as per instructions on 23rd June and was told to wait till 8th July. Still no refund. Where is it? How do I find out? Why can’t I deal with a human being who will confirm when my money is coming back to me? I do not want a stock response that it can take up to x number of days. Been there, done that already! I was told to wait till today, and I’ve done that, and I am getting nowhere. I want to know I’ve been refunded and exactly when. Terrible. Will be advising people to avoid ordering from this company. If I don’t get a response shortly, I will be pursuing a dispute via my credit card company. Order number is DUX041889249
UPDATE: Interesting that the message I received recently on WhatsApp after much badgering from me said refund would be in my account by 16th July and the reply below says by 30th July! Hmm, I wonder when I will actually get it??!!
8 de julho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Danica,
Thank you for taking the time to leave a review of your recent experience.
Whilst we do use AI to route our queries to the next available advisor and to answer some very basic queries, you are always able to speak to a human if you request it, as this has been set up to understand this if requested.
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.
I can confirm your refund is making it's way through our system and is due to be with you no later than 30th July. Please do note it would be advised not to open a dispute, as this could delay your refund further.
We value all feedback and continuously work to improve our products and services.
Thankyou,
-Lucy
Avoid
As a long-time customer of Dorothy Perkins, I had always been pleased with their service. However, after recently buying several items with cash and needing to return many due to sizing issues, I discovered the return policy had changed: instead of cash refunds, I was to receive gift cards to the value. Unaware of this new policy, I contacted customer service hoping for a different solution that I wanted a refund not a gift card. This experience highlights how important it is to check the current return policy before making any returns. The response from there customer service was I am unable to assist you further with this query and would deem this matter closed. Definitely avoid using them again.
8 de julho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hello Debbie,
Thank you for taking the time to leave a review of your recent experience.
We have recently introduced a new option in how customers can receive refunds. You will now be offered two options when logging your return -
(i) refund to gift voucher
(ii) refund to original payment method
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.
This choice is presented each time you make a return, so for future returns you can select a refund to go back to the original payment if you prefer.
Thankyou,
-Lucy
Would not order from here again
Would not order from here again. Waited weeks for a refund from some items and it still hasn't happened. Customer service were slow and didn't answer my questions I asked properly (done through Debenhams). They sent items from multiple sellers and so when returning I was charged a return cost for each one! This did not feel transparent before sending back. All in all, it was a very negative experience.
Edit in response to reply: I did contact customer services. When they finally got back to me, they did not answer my questions sufficiently. There was a lot of unnecessary back and forth trying to work out the returns. Still waiting for a refund almost 3 weeks after returning (had to send post office receipt as proof, and they agreed to refund, but still not seen it)
4 de julho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hi Hannah
Thank you for this review, I'm sorry to hear that you have had an issue with the return and refund process. We value all feedback and continuously work to improve our products and services.
Our customer services team will be happy to look into this for you and will respond to all messages as soon as possible. Our contact avenues can be found here:
https://www.dorothyperkins.com/pages/informational/contact-us
In regards to return fees, these are outlined on the agreed returns policy which is available for viewing at all times on our website here:
https://www.dorothyperkins.com/pages/informational/returns
Thanks
- Dean
What has happened to Dorothy Perkins!
What has happened to Dorothy Perkins! Absolutely dreadful and will not be ordering from them again! Ordered from Dorothy Perkins, only to discover after I had placed the order that it was coming from braforme as a marketplace seller. Delivery was slow. Returns process is a shambles! They are supposed to provide a prepaid returns label in the parcel but didn't. I emailed back and forth only for them to suggest I had missed it in the packaging. Eventually, they send me a label. I take the parcel to the Post Office to be told the label is for a large letter. I emailed braforme and received no reply. I emailed Dorothy Perkins to raise a complaint and have heard nothing. I returned the items on 12.5.25, today is 1.7.25 and I have still not received a refund. Very angry!
I ended up getting my refund on 18.7.25....a whole 2 months after I returned it! Also, no response to my complaint.
23 de maio de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hi Michelle,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear you've not received your refund.
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. As the refund for each item returned is processed by the relevant concessionaire brand once received, this is why the refund will be processed in separate amounts.
I can assure you that the refund for your return will be processed, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.dorothyperkins.com/pages/informational/contact-us
Rob
I ordered some clothes on line on the…
I ordered some clothes on line on the 8th of June 2025 the courier obviously lost the parcel the tracking said at depot for 16 Days Dorothy perkins were no help just told me that I had to wait 28 days then they would investigate. Parcel turned up yesterday in a bag that looked like it was from vinted. There were only 3 items inside instead of 4
And now they are telling me they will investigate and if they can prove they were scanned in I will not get a replacement or refund
Basically accusing me of fraud. There was no invoice or remittance in the bag,which there usually is. So basically instead of apologising for all the agro they have caused me they are accusing me of fraud!
26 de junho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hi Lauri,
Thank you for taking the time to leave a review on your recent experience. I'm sorry to hear that you haven't received all of the items from your order after this was delayed with the courier.
I'd like to look into this further for you, but I will need a few more details from you first. Please could you reply to the message you will have received off Trustpilot requesting more information. I will require your order number and email address.
Take care
- Rebecca
The return process is awful you give up…
The return process is awful you give up . However word of mouth to friends and family will save them
26 de junho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hi,
Thanks for leaving a review, and I am sorry to hear you have had some issues with your return.
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
I will not use again
I ordered 4 items, these were delivered from 3 outlets. I wanted to return 3 of the items which had to be returned to the 3 different outlets, each with a different method, Evri, Royal Mail and Inpost. No option to use the same method for any of them. I am still waiting for a refund 14 days later from the date of refund issue. I have also been charged £3.98 for return delivery charge.
I was under the impression i was buying from Dorothy Perkins, not from different outlets which would need returned separately.
I will definitely NOT be using this website again. Its just a farce and by no means easy. They are happy to charge you in 1 payment but not do the refund process in 1 method.
24 de junho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hi,
Thank you for taking the time to leave a review of your recent experience. We do operate as an online 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
Each concessionaire may offer different methods for the return, though I do apologise for any inconvenience caused by having to return using multiple couriers. As the cost of shipping has increased so steeply, we have had to look at where we can adapt our overall offering without compromising the great value that we have across all of our products. This has meant that we will be applying a charge of £1.99 to returns so that we can continue to offer great prices and products and do this in a more sustainable way.
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. As the refund for each item returned is processed by the relevant concessionaire brand once received, this is why the refund will be processed in separate amounts.
I can assure you that the refund for your return will be processed, but if you wish to have a more specific date, or have further questions regarding the returns charges, you will need to contact our customer service team using one of the options below.
https://www.dorothyperkins.com/pages/informational/contact-us
Thank you for your patience,
- Rebecca
Hi I returned 2 dresses on the 9th June…
Hi I returned 2 dresses on the 9th June 2025 via the Post Office. Have not received any notification as to whether they have been received. I await to hear from you. Thank you
9 de junho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hi Carol,
Thank you for leaving a review of your recent experience, and I am sorry to hear you have yet to receive an update regarding your refund for the two dresses you have returned.
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. You will receive an email once the return has been received and refund processed.
I can assure you that the refund for your return will be processed, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.dorothyperkins.com/pages/informational/contact-us
Thank you for your patience,
- Rebecca
Absolutely disgusting company to deal…
Absolutely disgusting company to deal with! First and last....never again. Placed an order for a dress for an event. Should have been concerned it took over a week to ship but waited patiently. Dress turned up and it was the totally wrong dress! A hideous white, long, frilly sleeved eyesore. I emailed and emailed and emailed and emailed again for help. I then opened a dispute with PayPal about receiving the wrong item. In the meantime I finally get a response from someone saying they were sorry for the delay and usual platitudes and asking for photos, which I'd already sent, showing the issue. Another three days go by and they respond asking me to return and that it would be free. Except it wasn't and the site said the return cost would be deducted. I just sent anyway and escalated with PayPal. The dress was received back with them 8 days ago and no response or confirmation it was received. And now PayPal say the returns address on Debenhams/Dorothy Perkins doesn't match the one I was TOLD to send it back to....so closed the claim in THEIR favour. What a joke of a company. Trust me I won't give up on this
9 de junho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hi Emma,
Thank you for taking the time to leave a review on your recent experience. I'm sorry to hear that you have received the incorrect dress, and that you have had issues receiving your refund once it was returned.
I'd like to look into this further for you, but I will need a few more details from you first. Please could you reply to the message you will have received off Trustpilot requesting more information. I will require your order number and email address.
Take care
- Rebecca
Poor product,poor customer service
I would give no stars but that is not possible. I ordered a dress which was so badly made- I sent it back 19 days ago. Although they acknowledged receiving the return, I have not had my £56.88 re reimbursed.
I will not purchase from Debenhams again and would never recommend them.
19 de junho de 2025
Opinião espontânea
Resposta da Dorothyperkins
Hi Christine,
Thank you for taking the time to leave a review of your recent experience. I am sorry to hear the quality of the clothes was not as expected, and that you have yet to receive your refund.
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, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.dorothyperkins.com/pages/informational/contact-us
Thank you for your patience,
- Rebecca
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