New Look Opiniões 9225

I would like to share my recent experience with the interviewing team at New Look Touchwood.

A day prior to the interview, I received an email confirming that I had been selected and was asked to book a time slot. The invitation clearly stated that this would be a one-to-one interview. However, upon arriving on time, I found a large group of candidates already present and was informed by the manager that it would instead be a group interview.

During the session, we were not provided with name badges, and there was no clear structure in place to track or record individual contributions during the group discussion. This made the exercise feel unproductive, as it was unclear how candidates were being assessed.

We were then asked to create an outfit as part of a task, which we completed. Despite this, at no point were we asked to properly introduce ourselves or have our names noted. After completing the activity, we were simply told to leave and that we would receive a decision within two days.

Overall, the process felt disorganised and lacking transparency. It gave the impression that decisions may have already been made, and that the exercise was more of a formality than a genuine assessment. Unfortunately, this resulted in a disappointing experience and a sense that our time was not respected.

I attempted to return my daughter’s dress to the Dundee store, but staff refused the return, claiming the item was in “unsaleable condition” due to marks and the tag not being attached.

There were absolutely no marks on the dress. I even took a photo at the time they were trying to claim this, which clearly shows the item was in perfect condition. I raised this with customer services and provided the photo as evidence. They responded, but didn’t show much interest in properly reviewing the evidence or addressing the issue, simply stating that the store had followed ‘standard returns procedures’.

This wasn’t simply about not receiving a refund, it was the fact that an inaccurate reason was given and then dismissed without consideration. Very disappointing experience and we will not be shopping at this store again.

Poor returns service , I posted on the 2/4/26 it was delivered on 6/4/26 yet I’m still waiting on the 15/4 for a refund ! I won’t bother ordering from here again too much hassle not a very quick turn around waiting 2 weeks for a refund .

I have returned to update you. Now April 15th. I still have not received my refund. Please do not order from New Look. They do not have a telephone number you can speak to customer services.They have a useless Virtual message. I shall update again.

I placed a large order of around 11 items and one arrived faulty (now refunded), but overall I’m genuinely shocked by the poor quality and wildly inconsistent sizing across the order. The materials felt cheap and nothing reflected the standard I expect from New Look.
This is made worse by how inaccessible the brand is for plus‑size customers. As a size 20, shopping in store is basically impossible. Whenever I ask for help with sizing, I’m simply told to order online — meaning I can’t try before I buy like other customers can.
Being forced to shop online also means paying twice: delivery first, then return fees when items don’t fit or are poor quality. That doesn’t feel fair when the clothing itself is so unreliable.
What really added to the frustration was my experience with customer service. After raising these issues, I received a robotic response simply stating that I have 14 days to return everything at my own cost, ending with “have a lovely day.” It felt dismissive and completely ignored the actual issues raised.
Between the lack of size inclusivity, poor quality, faulty item, and unhelpful customer service, this experience has been incredibly disappointing. After years of shopping with New Look, this order has been the final straw and I won’t be returning as a customer.

Ordered online and had to return one of the items. Returned through Leighton Buzzard store on 24/03/26 and have still not received any refund over 3 weeks later

I missed the click and collect date due to illness. Now impossible to get a refund as I ordered the jumper in a store I do not visit regularly!
So now I have to make a special trip. Can’t be done on line.
No luck with the endless loop of the useless chat box or email complaint system.
I feel sorry for the staff in store as they have been told not to give out phone numbers for customer services or head office.
Appalling.

The staff in store are always so helpful. Nothing is too much trouble!

Didn't let me give an option of zero stars.. this company had no customer service phone number to call, instead it's a robot which hasn't got a clue what youre talking about.. im still waiting for a refund which I returned to sunderland store. Never again will I shop at new look. Stear clear!

Very poor customer service , I paid extra for next day delivery , still not received order and customer service reply was to give it a few more days to arrive

Company has excellent Customer Care in Store in Sunderland.

Awful, almost non-existent customer service. They’ve cancelled an item from each of my last two orders, which is incredibly frustrating.

In my most recent order, I bought two items simply to use up a gift card. I paid using both a gift card and a credit card, but one of the items was cancelled by them again, and the money was put back onto the gift card instead. Their T&C's say refunds go back to gift cards first but in this instance, an item was cancelled by them. I ended buying 1 item so would want for it to be paid with gift card.

One of the Chat Assistants said 'you can return it.'

I rarely shop at New Look anyway, as the quality isn’t great, and this experience has only confirmed why.

They are NOT CUSTOMER FOCUSED and clearly don’t act in their customers’ best interests.

What started as not New Looks fault, resulted in a difficult interaction.

They used EVRI to deliver my order, and after EVRI finished playing football with it and running it over with their van, needless to say, it didn’t arrive in great shape.

I contacted new look, who offered me free delivery off my next order!

Errrrrm, no thanks! I’d like to return this 1 for free and there might not be a ‘next time’.

I’ve sent photos and sealed the parcel, ready for its return. They are now asking for a photo of the shoes from every angle!

Needless to say, I’m annoyed. As they can inspect them when they get them back!!!!!!!!!

Sent me my free returns label and then jog on!

I would rate Zero, if I could! I see I'm not the only person with problems with New Look customer service! Or lack of customer service! For the last 3 orders I placed their Returns portal would not work. The first twice they emailed me a returns label. This time a very annoying person, who plainly had no intention of helping me or probably didn't know how to did not help!! After numerous emails to and fro she kept asking for information that I had already given! I think she was trying to intimidate me or imply that I am stupid!! I asked for a supervisor or manager but that was denied me. In desparation, I have given up with New Look, which is a pity because I have several of their dresses that I love. I will donate these tee shirts to charity to save me all this stress and hassle. I will NEVER order from them again and recommend that nobody else does!! Their customer service is totally rubbish!!

I visited the caerphilly store today and will never be returning.
Initially I was served by a young girl who was pleasant enough we had a conversation about one of my items being reduced. She proceeded to ask me if I would like to sign up and receive 20% off my purchase today. I asked what would i need to do she offered me the QR code and it was a simple process. She asked me about my weekend plans and it was up to then a pleasant enough experience. I had 20 minutes left on my parking spot so when I glanced at my receipt and saw she hadn't taken 20 percent off anything resulting in the full £96.00 being taken from my account. I approached the till and her colleague a woman in her 60's came and asked me what the problem was. I admit I was irritated but said calmly I'll have to get a refund on all of this as I don't now have the time to go through the process of doing an exchange. Her words I quote ' well it won't be fast it'll take as long as it takes ' .
As a retail manager I found her defensive behaviour completely unacceptable and pointed out that a basic customer service skill would be to just say I'm so sorry about that.she preceeded to inform me that she wasn't here when it happened so she didn't have to apologise. Shocked at her response I went on to say that her attitude was in ny opinion awful and whether or not she was present in the first instance was irrelevant I had just explained and showed her my receipt to confirm.

She continued to raise her voice but did throw in well I am sorry but i can't help the system'. I hadn't asked her to speed up the system.
She also added " well you won't get any money off the 2 sale items. I said I wasn't advised this and maybe it's a training requirement the manager needs to address. She again raised her voice telling me she the young woman was new. I said and I respect that but she had a full conversation about my reduced items before advertising the 20% deduction i could receive.

She then found that she wasn't competent enough to process the refund and said she would get the manager who was on her lunch break.
Once again I calmly said. I will need
to go and move my car I will speak to
the manager on my return. I returned
approx 15 minutes later to what I can
only describe as a pack mentality whom had discussed the inconvenience they felt and had a plan in place to deal with me.
The 60 + year old staff member was explaining to the manager that
I was dissatisfied with the fact I
hadn't been informed that the higher
value items were excluded from the discount I had been told I would
receive. In fact that wasn't all NONE of the items had been discounted.
I approached the conversation I hadn't been invited into, and asked
the Manager 'Tina' if I could just
explain what had happened... I
couldn't get more than a few words
out before I was shouted over and
told I was being aggressive?!
Smirking, I asked if they were joking? They called over the now tearful young girl and said none of us have
been rude to this woman have we?
She shook her head, she had no choice. They then said you did tell this woman sale items were excluded from the sign up discount didn't you? She nodded clearly knowing she hadn't but the
intimidation tactics were not
exclusive for me they clearly had a
routine.

Tina then shouted it's not our fault you were rushing because you parked illegally outside! I replied i most certainly haven't but my time slot was limited to what is expected to use for simple shopping experience i had anticipated!
She repeatedly talked/shouted over me to say she would not continue any conversation with me.
I finally managed to say how shocking their behaviour was before I left.
I have never experienced anything like it previously and I would hate for someone vulnerable to go through anything like this when like me they had been overcharged and needed to query this as I did.
New Look hq have assured me they will take my complaint seriously but as Tina informed me as I left .. ' I have 20 years service they won't listen to you' .... a disgusting duo of women who believe they can behave however they choose then collaborate together to bully, lie and intimidate. New Look... please address these individuals and listen to your customers who do not have the time nor the energy to write these for no reason and deal with this matter properly!

Had purchased a jumper and leggings 'set' and only the jumper arrived! I went to the chatbot who said that it would be 3-5 days before I had an answer. I am going away and was hoping to take this outfit with me. Am very disappointed.

Took two dresses back in same bag for refund states take to store and get refund quicker.
Got one refunded back but not the dearer dress .
No customers service service all robots no live chats cannot get my money back
If you read this new look please refund or small claims court

Deliberately delay refunds

Next issues refunds within 24 hours. New Look take ages, deliberately holding on to customers money. I don’t normally shop there and won’t again.

Very poor service from new look, paid for postage on 1 pair of sandals at my normal size 7 shoe that I have been for over 40years and they did not fit they were too big all over I have standard size feet so I don’t understand why the sizing on these is so big, cannot get a hold of customer service so had to return by the portal at a cost to return so I have paid 2 postage’s and nothing to show for it, I will never ever shop at New Look again

The shop assistant did not activate the gift card properly but charged for it, so now the gift card cannot be used as it gives them a 'technical error'. The receipt clearly shows the gift card number, so there is proof of purchase, yet they still cannot fix it. Customer service is almost impossible to reach - just a chatbot saying it will take them 3–5 days to reply, and no number to call (although shops have direct access). Unacceptable service for such a basic issue.