Wallis Opiniões 1650

Requested a change of delivery address a few mins after my order was placed. Refused to change and told to go to my old address to pick up. I don’t live nearby and am disabled so explained it was a mistake which I realised immediately and messaged and emailed to request a change. Refused to deliver to my new address - customer services unhelpful and disappointing as used this brand for many years. Will not be ordering again .

I bought shoes online on Monday 4 August and received NO confirmation. On 8 August, I believed I hadn’t completed the order, as any payments taken from my account did not refer to Wallis. There was one payment referencing “DBZ CD,” which I didn’t associate with Wallis. A quick Google search didn’t link it to them either. I’m getting married, so there are lots of transactions on my account right now, and I thought I hadn’t finalised the order. After all, what company doesn’t send an order confirmation? They manage to email offers, abandoned basket reminders, and anything else to push you to buy something, but absolutely nothing (and don’t patronise me by suggesting it went into spam) about the actual order.
On 8 August, I placed a new order. Again, no confirmation. Pattern? I then noticed the same “DBZ” bank reference and realised I had placed the initial order after all. That order has been fulfilled and delivered. Still no sign of the first order.

The product received is not suitable (absolutely no way are they wide fit shoes). I tried to arrange a return but can’t log in. I requested a password reset multiple times, nothing. Still, I can receive every daily spam email they send.

The “returns” link on the FAQ is a fake redirect to their products. No help at all. I have emailed twice, been told to wait 48 hours, and I am still waiting. I expect a full refund for the £58 order you have not fulfilled and to be able to arrange a return and refund for the unsuitable shoes.

I do not want to hear any excuses, I want clear coherent directions on what to do.

UPDATE: I WANT A COHERENT RESPONSE NOT DELIVERY OF THE FIRST PAIR OF SHOES THAT YOU HAVE NOW SENT ME A NOTIFICATION OF, I DO NOT WANT THEM. I WANT A PASSWORD RESET EMAIL SO I CAN LOG IN AND GET EVERYTHING SENT BACK.

I understand thing go wrong but it's how you deal with it that matters.
Item ordered and tracking link supplied. However, item hasn't arrived.
Contacted courier who said I should let Wallis know, but they would look into it too. I have never heard back from them.
Wallis only contactable via electronic messaging. This generates automatic response saying they will get back to you.
When they do come back, eventually, told, according to them it's dispatched, you have to wait until they deem it lost. In my case that won't be until 3rd of August for item ordered on 20th July.
So I wait and hope preparing myself to battle for refund.
At no time have they offered any apology or had the courtesy to speak to me.
I will never use any Debenham company again and suggest others avoid then too.

Gave them a negative review for a different order because they avoid refunds. 1 star also for my 2nd order. Heels are already breaking and straps coming off. 5 star reviews for Kai are v interesting as Kai is an AI bot.

For anyone else struggling keep an audit trail of everything:
1. Contact bank / Credit card company for a chargeback
2. Use citizens advice template to ask for a refund and state you won’t pay refund fees (search Citizens advice online return,Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013)
3. Email them at customerservices
@debenhams.com and @wallis.co.uk

Silly me for using their website to buy anything.

Absolutely appalling customer service and would avoid at all costs. I returned 5 items and only received a return for 4. Tried for weeks to resolve, being asked to provide the same info over and over again. Was promised a refund and the date passed and still no refund. In the end I raised a dispute with my bank and have provided all of the evidence including confirmation I would receive a return and proof of return. Nightmare!

This is the 2nd time I have had to raise an issue with Wallis.
I ordered a blouse & pair of shoes, the blouse was delivered but no shoes.
I have reached out to Wallis and they have had me state that I agree to certain terms in regards to the missing item.
1. I am insulted that they will not take my word for the missing parcel. I felt like I was being accused of lying.
2. I would not reach out to them if the parcel was delivered as promised.
I wonder now whether they will deal with the issues or whether they will take my money and leave me without the item.

Hi , received my beautiful blue Wallis dress today , perfect condition , just how it looked online , such value for money
Thank you KAI for your help

Used messenger for an order query and received a comprehensive response from Kai within minutes. Excellent customer service

Items received and were not as expected so arranged a return. I have receipt of posting and still waiting on a refund & notifications that they have the returns even though the post office have confirmed delivery. I contact them daily via their 3 social media platform and no further forward. Do not buy anything from Wallis/Debenhams if you think you may have to return the items

****Updated**** another example of bog standard responses from Wallis customer service below. It has now been 14 days since my parcel was received and I still have nothing confirming the refund has been processed. Their website also states that the refund will be processed within 14 days of the date the item is posted, not received so again, not in line with their own information detailed on the website.

I have now started proceedings with my bank to recover my money. Is shocking that they think this acceptable.

Ordered from Wallis on the 9th of June and paid for next day delivery. Only part of the order turned up with roughly half missing in the post. Spoke with Wallis chat as they have no other customer service option available. They were extremely unhelpful and eventually agree to refund the items but refused to refund the delivery charge even though the breached the agreement by not delivering to the service agreed. I have since returned some of the other items and have still not received a refund or even a confirnation email to say the parcel has been received. I posted the return on the 2nd of July and could see from Royal Mail tracking that they received it on the 5th of July. I have contacted on live chat and have had the bog standard response that the return will be processed soon which simply isn't good enough! This is causing me distress as this was paid on my credit card and the outstanding bill now needs to be paid, I am also in the final trimester of pregnancy and this is adding to my worries during a stressful time. If I don't have a refund within the next few days I will be starting a claim through my credit card provider. I have had a previous very poor experience with Debenhams and didn't realise that Wallis was the same company as Debenhams now. I wouldn't recommend anyone to shop here as the customer service is terrible!

OMG! Why didn't I read these reviews before I ordered? My order was duplicated and charged £84 twice. I received no order confirmations. I attempted to contact Debenhams/Wallis. I could only do it via Whatsapp. Customer Services were busy so I was told to wait. They messaged me at 4am and woke me up! I never received order confirmations or despatch details! Today both parcels arrived but some items don't fit. I tried to complete online return forms but the portal doesn't recognise my order

numbers! So I contacted them again. They obviously didn't understand and kept requesting information that I had just given them! I have now been told to wait for cust svcs again! I wonder what time they will respond if they do? Assuming that I manage to arrange the returns eventually it doesn't look as if
refunds are very forthcoming, from reading reviews here!! I will never order from them again! They used to be good.

I messaged about an order I had not received a confirmation email and I must say that Kai was so efficient and replied within a minute of each text very impressed with him

I ordered four dresses early June 2025. from the Wallis website, one website, four dresses. They arrived quickly in four separate parcels. None were as the images were portrayed on screen with one being distinctively purple not navy blue. Had to return to four individual addresses with a £1.99 charge per parcel fee. It’s now mid July and I’m still awaiting a full refund albeit short of their return fee. It’s been a tortuous experience and one I will never repeat. There doesn’t seem to be a UK hub to help. I’ve had long awaited contact with Wallis by TEXT in the middle of the night because it’s daytime where they’re coming from. I thought I was dealing with Wallis but they are mostly concession brands of which I’ve never heard of. eg Cutie London ?? Nightmare. Avoid.
I’ve read a review praising the fast response of “Kai” however Kai is an AI robot who responds parrot fashion to the order numbers and dates that the customer gives.

Terrible ..I requested a return as the items were not good material .they sent a qr code which did not have a tracking number at the bottom...which they normally do..they resent the same qr code..customer service takes so long to reply. I took parcel to post office..they say they cannot do a refund as the parcel is not tracking..I sent them the post office receipt..now they say I am to claim off the royal mail..I am now over my 30 days so that is not an option...there must be something wrong with the Qr code that hey sent me...I will be contacting the CEO..of this terrible company..very soon..I'll find the address even though they won't give me the address...DUX041507066..

I have shopped with Wallis for years and never experienced such a disgraceful customer service before! I ordered items without problems and returned 2 items again with no problem. A third item needed to be returned as it was faulty and the website directed me to customer services for a label. Now here’s the problem - customer services can only be contacted via sms, messenger or WhatsApp 😡 I ended up contacting via all 3 methods - after painfully getting through the constant barrage of AI responses to my SMS (only sms), I eventually got a response from someone. Messages were exchanged over a few days and eventually I got a returns label - that was after having to wait for a response to the customer service team from the relevant concession, which I had to keep chasing.
I never had a response to my ‘messenger’ message and today, after 5 days, I have received an email response to my email advising they’ll ’pop me a response’ within 48 hours - so 7 days response time from
Wallis 😡😡 I now have issues waiting for refunds - website advised it can take UP TO 5 days to receive. I had emails to confirm refunds in progress but
no refunds AFTER 5 days…… I have tried to contact Wallis about the refunds but on this occasion I can’t get past AI so that’s it?! Will I ever receive refunds???? I know I’m not the o my bitterly disappointed customer - I think it’s atrocious how your customer service has changed to this level. You clearly want customers to find other companies to shop with. Wish I’d checked out these reviews but just never expected such a horrendous service

Like previous reviews. I will not be ordering anything else from Wallis. I Ordered a dress for a cruise and the arm area was too large so returned item, this was received by yourselves 18th June 2025. I emailed yourselves on 30th June to ask, where is my credit as my card needed to be paid 2nd July, to date I have no credit and no response to email. Very poor customer service so will not order again. My Order number DUX041524623. I returned an item to Next and my refund was in my account within days.

I should have learnt my lesson and never ordered from Wallis/Debenhams as have had trouble in the past, but thought it might be a one off.
I had purchased a dress for a wedding at the same time as my mum became very poorly needing palliative and end of life care. The dress arrived, but subsequently, got forgotten. Immediately after my mum's passing, I tried on said dress, for it to look awful, so as it was just a few days outside of the returns period, I contacted Wallis contact centre, with some difficulty I might add, explaining the situation and asked if there could be some leniency to return the item as the item was still available to purchase on their website. Their terms state someone will contact you within 48 hours....6 days later, I received an email, saying that I was out of the returns period (which I had already told them), so no I couldn't return, neither was I offered a credit note, which I would have accepted, due to it being initially my fault. I asked to speak to a supervisor on my second email to them...again 6 days later this also proved negative, saying pretty much the same. It seems Wallis/Debenhams are willing to take your money, but not willing to look at certain circumstances. Maybe they are robots!? I wouldn't waste your money buying with them in case you have a problem/return. Extremely poor customer service!

I wish I had read the reviews before ordering from Wallis! I ordered a dress 13 days ago and paid for it online and it has still not arrived. As there is no telephone number to contact customer service which makes sense as do they actually exist? I have emailed them twice now asking for a refund as the dress has obviously gone missing and I have no response from them. They have my money and I have nothing! Shocking service from what I thought was a good brand. I will be writing a complaint also.

Delon was brilliant, fast and efficient. I was having trouble with the return system and he sorted it straight away

bought some dresses from them for a special occasion. they didn't fit, when going through the returns process I accidentally clicked gift card rather than original payment for the refund. I didn't go through the rest of the process to return as I realised my mistake so contacted them. they absolutely refused to change the refund from gift card even though i paid by card. so I had no option other than to accept a gift card. Ive returned the items and now theyve sent me a gift card with £30 less than I paid. absolute terrible service, will not shop with them again ever. avoid