Wallis Opiniões 

Absolutely shambles of a refund process. The portal does not work according to their customer support services and you are left without any option of returning goods or exchange
Will not use Wallis again and will definitely be warning my friends and work colleagues

Order Number: DUX043604736 placed on 18th Aug supposed to received on 28th but have not been received.
Customer service said, she checked internal tracking and cannot see any further updates from last August 26th, the courier seems to be having problem with your item as it was not received at the delivery hub.
No worries, we are still investigating with your item. If your parcel hasn't arrived by September 7th, please get in touch with us on the September 8th, so we can fix this for you.

I sent message on the 9th Sept requesting for gift refund. Automated reply acknowledged receiving my message.
No further contact received from customer service to date it's now 14th Sept.
Tried to address refund via return portal but was not possible, as lost item not included in reason for refund.
Beyond disappointed. I would have been given score of zero if possible.

Customer service please get in touch I want my money back plus delivery fee!
Thank you

I PAID 6.99£ TO GET A NEXT DAY DELIVERY, BUT I GOT MY ORDER AFTER LIKE THREE DAYS, I HAVE TRIED CONTACTING THEM TO GET MY NEXT DAY DELIVERY PAYMENT BACK, NO REPLY FROM THEM YET.

If I could give this company zero stars I would. They received my returns over 2 weeks ago and I still haven’t received my refunds. No telephone number just contact on WhatsApp, where they keep saying my refunds were processed 18/8. Order nos DUX043498198 and DUX043457089. I will never shop from here again

I have five outstanding refunds totalling several hundred pounds. I have emailed them and was told I would receive a reply within 48 hours- that was two weeks ago! Don't buy from them unless you are sure you want to keep the items

Parcel arrived with an item missing with a large hole in the bag … too many items had been squeezed in.
It took many e mails and weeks before I was refunded missing item after they stated they would watch video of packing and if the item had been packed I would not get a refund!
For other items returned promptly it has taken 4 weeks for the money to be refunded.
Unable to speak to a person. 😡

I'm really upset. I purchased a bridal outfit, it was to long I sent it back the 7 th of August and still nothing. I went on there how to contact there WhatsApp is straight to Debenhams. I'm 119.00 down.My order number is DUX042961686. I won't be ordering from here again.

Took 6 days to arrive, had to return and 3 weeks later am still waiting for a refund, no acknowledgment of return and cannot speak to anyone, just an AI message which states refund was issued 7 days ago but I do not have it.

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