18montrose Reviews 

I was very dubious to be fair with the reviews they're not the best!
However ordering my goods to then being told that I would get them standard delivery 2/11, thought that's fine and then receiving an email a couple of hours later that I'm receiving them the next day via DPD which I did so less than 24hrs from my order being placed it was delivered.
So for me overall excellent service through and through.
Think they're trying their best to resolve past issues.
Well done 👏
Would defo use again.

Purchased 4 items worth £268.99, delivered by DPD couple of days later with a huge hole in the box and 2 items missing from the parcel, which i immediately reported to 18 Montrose, they told me they would contact DPD to make a claim and that would take up to 7 days then i would get a refund or replacement items. to cut very long story short It has taken 5 weeks and many many emails to get the refund for the missing items but the best part is they actually said the items were not even packed into the place so they opened a case with DPD 5 weeks ago and they have only just released that somebody in their warehouse screwed up!! it beggars belief... during the 5 weeks i had to speak to 4 different people and go through the same story with all of them because the return contact and keeping me up to date was non existent but to be fair the 4th one I spoke to send me email updates. Now i have another problem where i sent back the two items i did receive for refund which they told me would take unto 7 days and guess what we are currently on day 9 with not so much as an email acknowledging that they have the items back which i know they have as i have tracking proof. Total shambles of a company you cant even speak to anyone its all live chat and emails. I'm done with all of Mike Ashley's Flannels / Fraser group companies I wont spend another penny with any of them. *update 14/11/2022* so after a total of almost 8 weeks and 35 emails I finally got my refunds for the missing items and returned items coincidently only after I had got Barclaycard involved but then 3 days after i got the refund i get an email from them saying that as my problem hadn't been resolved they were raising it with their management team??? this clearly is a measure of how totally inept their customer services are.... if it wasn't so painful it actually might be quite funny. The whole episode is a shame as the brands they stock are really good but the jeopardy is if you every needed customer services help be it non delivery / incomplete orders or returns chances are you're in for a bad experience and on top of that there are clearly some issues in their warehouse. So be wary of using any outlet that is part of this group Flannels, Cruise and 18 Montrose to name 3 as chances are they all use the same warehouse and customer service

I recently placed an order for a North face gilet that was £80 cheaper with postage and I'd done significant research. I admit I was reluctant reading all the bad press but thought the saving was worth the risk. No issues whatsoever. Its a birthday present so hopefully won't need to return. There was a return advice slip so again I'd be happy to run with the process if needed. Credit where its due and I've had no issues. Would use again.

Review update:

***Cory one of the consultant has stepped in and sort it out the issue.
Tammy has requested a refund ***

Refund has been provided ( very lengthy process / loads of emails but the result is positive)- thank you

ORDER NUMBER 5272314
ITEM I ORDERED( FOR SOME STRANGE REASON WAS SEND BACK TO THEM)
THEY NEVER RECEIVED.

I ADDVISED 18MONROSE VERY NEXT DAY THAT ITEM IS ON ITS WAY TO THEM ( SHOWING ON MY APP)
DPD DID INVESTIGATION.

I WAS TOLD TO WAIT UNTIL INVESTIGATION ENDS ...
END THEN GOT EMAIL LIKE THIS:

Hi Emil,
I am just reaching out regarding your recent investigation with DPD.

I am afraid due to the amount of time between this being delivered and your first contact, DPD cannot go ahead and refund this order. Nor can we offer a replacement.

DPD give 14 days from delivery date as a reasonable time frame to dispute delivery. As this was not raised until 28/09 which is over 14 day after initial delivery, it is unfortunately over the reasonable time frame for DPD to raise as a dispute.

We do apologise for the situation and for any inconveniences this may have caused to you.

Unfortunately due to us being unable to help further we will now close this ticket.

If you have any further queries or concerns, please don't hesitate to contact us again!

Kind regards,
Tammy

***Situation resolved by now but escalation could have been prevented way earlier***

Ordered a very expensive handbag and it arrived with no protective packaging whatsoever. The handle is extremely bent and the hardware is scuffed and scratched with paint missing. I sent a message immediately upon delivery and this is the third day without a reply! Unacceptable. Poor customer service and damaged luxury items is inexcusable.

Worst customer service Ive ever had to deal with, been sent the wrong item and still waiting to get a refund. Kept being told they have to look at CCTV, but obviously its been stolen along with my money. I will never use this company or any other affiliated to Sports Direct...Cant get on chat and emails and just generic replies....Horrible

After reading the reviews I was very hesitant about purchasing from this company however Following my experience I will buy again. The price was so much cheaper than elsewhere that I doubted it would arrive or be genuine however I needn’t have worried. Having ordered I was slightly concerned not to receive a confirmation email( as stated by others on here) and this is something I think the company should amend to raise their ratings, however I created an account and was able to track the progress of my order via this. As soon as the account showed it was ready for dispatch I did receive an email from the company telling me it was due to be delivered by DPD the next day. I also received further updates from DPD themselves. The jacket arrived on time( I paid for next day delivery) and with no issues. I had previously tried the jacket on so knew what size I needed , I’m not sure what experience I would have had if I had needed to return but I am more than happy with the service I had- can recommend so long as you know what you want

Bought a stone Island sweatshirt, once I filled in the details the payment went through but I received no email of the transaction or order. I've contacted them on all platforms with no resolve. I got one response and she claimed that she sent me an email with all my details but I received nothing, checked the spam folder too and nothing. I just want my money back at this point.

This feels like a scam operation. No customer support what so ever, AVOID at all costs

I entered the draw for the Yeezy Bone Trainers and am yet to have my funds released. I have sent multiple emails however all email addresses on their instagram, website and facebook are different? No one is answering the phone, no answer to dm's etc. I am disappointed with the service received. I am absolutely disgusted by how this company hasn’t had the curtesy to reply on whether I won the raffle and haven’t sent any money back

I need support with this issue and I am willing to provide any information needed to solve this issue

I entered a draw for the Yeezy slide bones on the 22nd of September and never received any confirmation emails as my order has been saying in process for quite some time.

Absolutely disgusted by how this company hasn’t had the curtesy to reply on whether I won the raffle and haven’t sent any money back

I need support with this issue and I am willing to provide any information needed to solve this issue

Was sceptical about ordering from here due to the negative reviews.

PROS:
• Arrived quicker that expected using the cheaper delivery option
• Was able to pay for my order using Klarna Pay In 3
• Trainers are brand new and legitimate (though I don't have anything to compare them to)

CONS:
• I was told that the parcel was due to arrive on 20th, however it came before then, meaning I wasn't expecting my parcel and unfortunately missed the courier and then had to collect it from my local pick-up point
• Haven't received a confirmation email to this date, which is bad and unprofessional
• Delivery is really expensive (even the cheaper option). Would prefer if they used EVRI or Royal Mail as they're much cheaper than DPD

Overall, I do recommend shopping from here, but the above are things to consider before purchasing...100% worth it though

The process of ordering the item and having it delivered was very good however, where they fail is in returns and communication. I emailed the store to ask if I could bring in the item to return in person, still no reply. Furthermore, when I emailed about delivery address for the returns a different address was given than the one on the returns sheet in the parcel. Finally, I tried to submit a return on the website and it said the order number or email could not be recognised. Absurd!

Flawless service this time,excellent communication and happy with the item bought.

I entered a draw for the Yeezy slide bones on the 10th of September and never received any confirmation emails as my order has been saying in process for quite some time.

Absolutely disgusted by how this company took money from my account without letting me know if i have won the raffle or not.

I need support with this issue and i am willing to provide any information possible.

SCAMMERS. Will steal your money and customer support will do nothing about it

Canceled 2 of my orders I placed from them 1 was 20 days ago - order number 18MO00131192321PP
The 2nd one that was canceled 17 days ago and still hasnt been refunded is order number 18MO00131238389PP

So theyve stolen £148.98 from me
I have been told to contact paypal which was how I paid. Paypal told me to contact 18montrose in which the customer support I recieved was unsatisfactory from a proffesional that is earning a wage for what they do.

The 2 employees I would like to report for bad customer service are;
Leah Robinson
Kimberly (Dont know 2nd name)

18MO00131192321PP
18MO00131238389PP
Those are my order numbers

Give me my money back 18montrose, I will have to take this to the buisness ombudsman.

Update:

They refunded me. So I changed the stars.
------------------------------------------------

They send your shoes without double boxed and your shoe box will be damaged and there is no compensation for it because they think that shoe box is just a package instead of part of the item I purchased.

Made an order for 300eu and there was no confirmation email or tracking number. Does not respond to any follow up emails. Garbage website with garbage CS.

Their lack of communication defies belief. Had an order cancelled without one email informing me of this. If it wasn't for Trustpilot I would have had no idea what to expect.
You would think with a Trustpilot score this low, and most being for the same complaints they would try to take action to remedy this and improve the business model.
Don't waste your money with 18montrose. There are plenty of other shops that offer the same products and will communicate throughout.

Spent £154 on an order today and not a single email of confirmation has arrived. I want to see the proof of purchase that isn't a bank statement and also information on how to track the order (next day delivery).

After a while of trying to actually speak to someone via Facebook/Twitter/chat service, I was greeted by a rather unempathetic and direct member of staff who was rather bluntly telling me nothing more can be done. They said they sent it twice, and when I asked to send the proof to another email, they said they did and nothing appeared. When I suggested this has to be an error at their ends as 2 completely different emails not receiving anything in Spam/Bin/Inbox etc. is not an issue at my end. This was met by a curt reply saying not the case. They said sorry and nothing more can be done.

Overall, first and last time user. Maybe the stuff will arrive and it'll be fine, but this member of staff was just not that friendly or understanding.