Want to send back two tops purchased online. It takes you to the royal mail site then nothing but an error and wont print out label. No return label in parcel either. Contacted by imessage got respon... Ver mais
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Leia as opiniões dos outros
Ordered a a size 14 dress for an occasion I wanted to attend only to get a size 6 uk cheap tshirt from boo hoo Unbelievable. Now I have to go through the processes of writing emails and showing t... Ver mais
Terrible customer service. Same brand as Karen Millen I think and they also have similar reviews. No empathy or customer service, do not read emails, respond with copy and paste and sometimes doesn'... Ver mais
A empresa respondeu
DO NOT buy from here! Coast dress bought from wallis delivered through Debenhams /Evri my parcel went missing and could not be found, didn't pay me back for delivery costs either! IS THIS A SCAM? THEY... Ver mais
A empresa respondeu
Informações sobre a empresa
Informação fornecida por diversas fontes externas
Shop the latest dresses, tops, trousers and knitwear from Wallis' womens clothing collection - petite to plus size available to buy now
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2 mil opiniões
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Poor quality Wallis
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.
11 de julho de 2025
Opinião espontânea
Resposta da Wallis
Hi Patricia,
Thank you for taking the time to leave a review of your recent experience, and I am sorry to hear that the dresses you received from our partner brands weren’t like the pictures of the website.
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.wallis.co.uk/pages/informational/concessionaire-brands
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 services team is available 24/7, which is why you may sometimes get a response outside of normal business hours.
If you have any further queries regarding the order or 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 resolved for you.
https://www.wallis.co.uk/pages/informational/contact-us
Take care
- Rebecca
Not getting refund
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..
7 de julho de 2025
Opinião espontânea
Resposta da Wallis
Hello There,
Thank you for taking the time to leave a review on 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.
I can see you are in touch with our Escalations Team, and the query is being dealt with accordingly.
Thankyou,
-Lucy
Customer Service? What’s that!!
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
22 de junho de 2025
Opinião espontânea
Resposta da Wallis
Hello SJ,
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you are still waiting on a refund for your return and that you had a faulty item.
Please note that Wallis operates as a marketplace, meaning that products are sold by multiple third-party sellers as well as well-known brands, we act only as an agent for the Concessionaire brands and often have to consult them and allow time for their response to get the issue sorted for you.
Once a return is made, We ask to allow up to 15 days for a parcel to make its way through the delivery network and to reach its destination.
It can take 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.
While 14 days can seem like a long time, it does ensure that your returns are processed correctly.
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.
Thankyou,
-Lucy
Like previous reviews
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.
3 de julho de 2025
Opinião espontânea
Resposta da Wallis
Hello Andy,
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you are still waiting on a refund for your return.
Once a return is made, We ask to allow up to 15 days for a parcel to make its way through the delivery network and to reach its destination.
It can take 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.
While 14 days can seem like a long time, it does ensure that your returns are processed correctly.
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 see you have now been contacted by our Customer Service Team in regards to this.
Thankyou,
-Lucy
Extremely poor customer service
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!
30 de junho de 2025
Opinião espontânea
Resposta da Wallis
Hi Terry,
Thank you for taking the time to leave a review of your recent experience, and I am sorry for your loss.
Regarding the return of the dress outside the returns timeframe, under the circumstances I will be able to resolve this issue for you. 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.
Take Care
- Rebecca
Do not buy from this company! Missing garment and missing 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.
15 de junho de 2025
Opinião espontânea
Resposta da Wallis
Hi Joanne,
Thank you for taking the time to leave a review of your experience, and I am sorry to hear you had yet to receive your order even though you ordered over 13 days ago.
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, and will get this issue resolved for you.
Thank you for your patience
- Rebecca
Delon was brilliant
Delon was brilliant, fast and efficient. I was having trouble with the return system and he sorted it straight away
28 de junho de 2025
Opinião espontânea
Resposta da Wallis
Hi Lin,
Thank you for taking the time to leave a lovely 5* review.
It’s great to hear your recent query was resolved is such a timely and efficient manner. I will be sure to pass on your kind words to Delon for all their help.
Have a great day and take care.
- Rebecca
shop anywhere else than here
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
18 de junho de 2025
Opinião espontânea
Resposta da Wallis
Hi Emily,
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.
If you have any further queries regarding the amount refunded, please contact our customer services team using the link below and they will be happy to help to get this resolved for you.
https://www.wallis.co.uk/pages/informational/contact-us
Take care,
- Rebecca
Like No refund still.
Like the other reviews really, do not buy from Wallis, dress arrived quickly but too small, sent back by royal mail, tracking says debenhams received this the 7th June, still no refund. Order number DUX041148439.. shame as wanted a mother of the bride outfit but won't be ordering anything else from Wallis or debenhams..
23 de maio de 2025
Opinião espontânea
Resposta da Wallis
Hi Sue,
Thank you for taking the time to leave a review of your recent experience, and I am sorry to hear you have yet to receive your refund, especially as you would like a mother of the bride outfit.
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 have taken a look into the order and can see your refund was processed on 9th June. The refund of £35.51 will now be back in your original card payment account.
Take care,
- Rebecca
Total rubbish trying to return items.
I have been trying to return items I bought from Wallis with no avail. When I’m sent to Debenhams portal the order number comes up automatically but the number isn’t recognised. I’ve tried several times and the same message. I’m pulling my hair out. I’ve sent several messages to get this resolved. I finally received a reply asking for details of the items I like to return and which courier I would prefer, I thought al last, but then I asked what about a returns label to put on the parcel. The message that came back suggested I log into my account and put in my Order number and then print it off. But how can I do that when the portal doesn’t recognise the order number. I then asked if I could speak to a human being. The reply was they are too busy at the moment come back later. I love Wallis when the were in the high street. I’ll never shop with them again.
20 de junho de 2025
Opinião espontânea
Resposta da Wallis
Hi Susan,
Thank you for taking the time to leave a review of your recent experience, and I am sorry to hear you have had some issue making your return due to you being sent to the Debenhams portal. Please log your return using the Wallis return page on the link below. All you need to log the return is the order number, and the email address used to place the order.
https://www.wallis.co.uk/returns-portal
We do offer paperless returns, so you can choose an option where you will receive a QR code to scan at your chosen courier drop off point, rather than having to print a label to attach to the parcel.
If you do need further assistance with the return, please contact our customer services using the link below with the names of the items you wish to return and your preferred courier.
https://www.wallis.co.uk/pages/informational/contact-us
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
If you enjoy frustration and angst, buy from Wallis
DO NOT BUY FROM THIS COMPANY,
Firstly, my order took 9 days to arrive. I ordered via the Wallis website…..received my order (eventually) from Debenhams.
Unfortunately, I had to send both items back for a refund. I waited and waited for the refund to appear in my a/c. Eventually, after getting increasingly frustrated, I contacted Wallis via WhatsApp. Give them their due, they replied within hours but it looked like an automated reply. Overall I messaged them 3 times.
Eventually, I received the amount I was owed in my bank a/c. No notification whatsoever to tell me it had been sent. It is only due to the fact that I checked my bank a/c frequently that I discovered the refund.
Do yourselves a favour and save yourself all the angst…..shop elsewhere!!
2 de junho de 2025
Opinião espontânea
Resposta da Wallis
Hi Jacqueline,
Thank you for taking the time to leave a review of your recent experience. I am sorry for the delay with the delivery of your order, and your refund once you had made the return.
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 am glad to hear that you have now received your refund, and will make sure to pass on the feedback regarding our customer services team so we can work on improving the service in future.
Take care
- Rebecca
Awful refund system ,since Wallis has…
Awful refund system ,since Wallis has been taken over by Debenhams the whole thing has gone to shit. It’s now 18 days since I returned my item and still no refund, this order was paid for on my last months bill so I’m out of pocket and it’s now not likely be sorted for this months bill. I’ve been shopping at Wallis for many years now but over recent months the service is appalling and I’m seriously considering no longer shopping here. Get your act together and start refunding promptly
31 de maio de 2025
Opinião espontânea
Resposta da Wallis
Hi Nicola,
Thank you for taking the time to leave a review of your recent experience, and I am sorry to hear 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. The details of this can be found on our website under the returns policy.
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.wallis.co.uk/pages/informational/contact-us
Thank you for your patience,
- Rebecca
Disgraceful
Returned my items on the 24th May.
I've contacted them several times now, and they've refunded part of the order, but not all of it! Keep getting the same automated response - item will be processed within 5 working days - it's now been 21 days since I received the email confirming that they received the items back!
Wallis has certainly gone downhill since Debenhams took over!
Edit: Finally received the final refund on the 16th June, which is 23 days after they received the items.
24 de maio de 2025
Opinião espontânea
Resposta da Wallis
Hi Nia,
Thank you for taking the time to leave a review of your recent experience, and I am sorry to hear you have yet to receive your full refund, despite you returning the items in May.
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.
Take Care
- Rebecca
Refund impossible
Returned an order on 28/5/25 but still no refund. Have contacted them several times but get the same automated response from the bot. Why are they impossible to contact and why does a refund take so long. Disgraceful service and will never buy from them again.
Amanda C.
28 de maio de 2025
Opinião espontânea
Resposta da Wallis
Hi Amanda
Thank you for this review. When a return is made, we ask that customers allow up to 14 days for a returned parcel to arrive at our warehouse, undergo inspection, and be processed by the returns team. Following this, it can then take an additional 5-10 working days for the refund to be fully processed by your payment provider. This means the return process can take up to 21-28 days.
We also ask to allow 72 hours to respond to any message received. Our customer services team will respond to all messages as soon as possible and our contact avenues can be found here:
https://www.boohoo.com/pages/informational/contact-us
Thanks - Dean
Not received my refund or any updates
I returned my purchase on 30/5/2025 then on 9/6/25 sent email asking for an update, and have received nothing.they say they will reply within 48 hours but they don’t.
They also do not have a phone number to contact them.
What kind of business are you running?
I have paid my money and I expect a certain level customer support.
My order number is DUX041128669 .
12 de junho de 2025
Opinião espontânea
Resposta da Wallis
Thank you for this review. When a return is made, we ask that customers allow up to 14 days for a returned parcel to arrive at our warehouse, undergo inspection, and be processed by the returns team. Following this, it can then take an additional 5 working days for the refund to be fully processed by your payment provider. This means the return process can take up to 21 days.
We also ask to allow 72 hours to respond to any message received and our customer service team will respond as soon as possible.
I can confirm a refund has been fully processed on this return well within our return policy timeframe and should already be showing on your PayPal account
Thanks - Dean
Absolutely dreadful company you cannot…
Absolutely dreadful company you cannot speak to anybody. Apart from a robot, it is extremely frustrating. You received my items back four weeks ago.! Absolute disgrace. I just keep getting fobbed off. It should not take four weeks for the money to come back into my bank account. I’m beginning to wonder if you are a scam company and I will ever get my money back. I would never ever shop with you again or advise anybody to do so! You have caused me so much anxiety!
11 de junho de 2025
Opinião espontânea
Resposta da Wallis
Hello
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you are waiting on a recent return to be refunded.
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
Will I ever get my refund?
I returned an item since the 21st of May and I still haven’t get my refund. The bot keeps saying that the refund is being processed but it can’t tell me when will I see the money into my bank account. I am considering charging it back with my credit card. I will never buy again from Wallis or Debenhams.
21 de maio de 2025
Opinião espontânea
Resposta da Wallis
Good afternoon, thank you for taking the time to leave a review regarding your recent experience with our brand.
I'm sorry you feel this way, your refund should have now been processed, this is making its way through the system and will be with you soon.
Take care - Devon
Will not give me a refund on returned items
DUX041108359 Tried unsuccessfully, to resolve a returns issue via whatsapp chat (no tel number). I returned two jackets via Post Office tracking and can confirm that my returns package was received by Wallis warehouse on 27th May. I have been expecting a refund for £47.52 minus £1.99 (returns fee) = £45.53. After giving this information to Wallis via whatsapp they said that because "your return is now over a month old. Our warehouse team has confirmed that all items originally returned have been processed and refunded. If you are missing any refunds, we are unable to investigate this further due to the time elapse since the return" and that one of the items has already been refunded.
Just to confirm, I have not received ANY refund at all! Plus this return relates to 27TH MAY. It is now 4th June. Therefore it is NOT "OVER A MONTH OLD" it is ONE WEEK! I am appalled that such a huge well known Company can treat it's customers in this manner. I am disgusted.
Now trying to obtain a Complaints process so that I can claim my FULL REFUND THAT I AM LEGALLY ENTITLED TO. I will also be contacting the Consumer Ombudsman.
4 de junho de 2025
Opinião espontânea
Resposta da Wallis
Hello Angela
Thank you for taking the time to leave a review on your recent experience.
Im sorry to hear you feel frustrated over the refund of your recent order.
I can confirm a refund for both Jackets are in progress;
Trim Detail Wax Jacket - due to reach you by 15th June
Fur Collar Faux Leather Bomber - due to reach you by 24th June
It sounds like our AI BOT may of provided you with misinformation. The BOT will provide you with support on general queries, however it may not have the full context or understanding to answer specific or complex questions. If this is case, you can always request to be handed to an agent for further help.
We would you allow the dates provided for your refund to show as an available balance in your account.
Thank you
-Stacy
Very poor. Never received items. Charged delivery AND return fee?!
Very poor service! No customer service, online chat only and very delayed response.
I never received my order, it was returned by the ever worse courier company Evri! Was charged delivery, never even saw the parcel or contents then charged a return fee?! Total scam!
Avoid!! Do not order from Wallis OR Debenhams they are the same
Reply:
I have had multiple ‘chats’ online. No further progress and still charged for return? Pointless. Very poor customer service and very little help if any…
I would not recommend
10 de maio de 2025
Opinião espontânea
Resposta da Wallis
Hello Qweenie
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear your parcel never arrived as expected.
We are a UK based, online customer service centre which means we do not have the facilities to make or receive calls. All contact is done so via our online platforms where we can keep a full record of your case.
We would encourage you to reach out to customer services so we can look at why the parcel was returned to sender, and refund any delivery/return fees that have been applied - https://www.wallis.co.uk/pages/informational/contact-us
Our customer service team are facing high volumes of contact at this time, however someone will get back to you as soon as possible.
Thank you and take care.
-Stacy
Shocking issues obtaining a refund for returned item
Following an order I placed, I returned 3 of the items. I have full proof of tracked return and their arrival back on 21st May, however still chasing my refund. The whatapps chatbot takes you round in circles with no conclusion eventually saying an associate will respond, the only time an associate responded was 10:39 pm asking me to provide the postage receipt as proof which I did only to then receive a message saying 'sorry unable to handle images, provide a description'..... and the whole entire process starts again and again. I am now looking to request assistance from the Online Retail Ombudsman which in this time of online shopping is shocking.
3 de junho de 2025
Opinião espontânea
Resposta da Wallis
Hi Kelly, thank you for sharing your review. I'm sorry to hear that you are not happy with the return and refund process.
At the moment, we are experiencing higher than anticipated levels of contact, so you may see a delay in our customer service team getting back to you. The bot cannot currently handle images, however, it should still continue to keep you queued until the next agent is available.
We value all feedback and continuously work to improve our products and services, and I can assure you that someone will be in touch soon - Georgie
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