Awful customer care. Returns were sent 2 months ago, company can see goods were returned but seeing the delivery as “still in transit” so refusing to refund me “while they investigate”. Took 2 weeks... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Shipment & handling was perfect. The item ordered not so much. Fitment left a lot to be desired as was maybe to be expected for a one-size-fits-all type item. I just expected better quality for the pr... See more
Company replied
All lingerie received was of great quality and fit well. However, one bra that I received was covered in gray mold. Like hairy mold. I washed the bra and it all came off, but it was disgusting when it... See more
Company replied
My return was received by Bluebella warehouse over one month ago and I still have not received my refund which is extremely disappointing. Please can this be resolved asap. My refund was issued th... See more
Company replied
Company details
- Lingerie Store
- Erotic Clothing Store
- Fashion Accessories Store
- Swimwear Store
- Underwear Store
- Women's Clothing Store
Written by the company
Bluebella was born from a simple idea to create luxurious and sensual lingerie for self-assured women. Founded on the belief that strength and sensuality belong in the everyday, with the understanding that beautiful lingerie sets a powerful tone for whatever comes next. Bluebella is a multi-award-winning brand that has paved the way for accessible luxury in the lingerie industry.
Bluebella
Written by the company
How Bluebella Gives Back
Customers can choose to donate 1% of their purchase
Bluebella is dedicated to supporting and helping others and have partnered with multiple charities across its global sites. Customers can choose to donate 1% of their purchase, at no extra cost to them. The charities include the Gender Equality Foundation, Equality Now, LGBTQ non-profit Outright International, the climate justice charity Rainforest Trust, and body positivity resource SeekHer Foundation.
Contact info
Brickfields, Unit 201, 37 Cremer Street, Hoxton, E2 8HD, London, United Kingdom
- 0203 176 6990
- care@bluebella.com
- bluebella.com
3.4
Average
6K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 52% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Take weeks and weeks to refund
Take weeks and weeks to refund. I'm still waiting for a refund from an return received by them at the start of February. AI agent responds to emails.
February 6, 2026
Reply from Bluebella
Thank you for your feedback. We're very sorry to hear that your refund took longer than expected.
We understand how important it is to receive refunds promptly, and we sincerely apologise for any inconvenience this delay may have caused. Our team works hard to process all refunds as quickly as possible, but occasionally, processing times can take longer due to high volumes or banking delays.
A member of our Customer Care team will be in touch directly to ensure your refund has been fully processed and to assist with any further questions.
Warm regards,
Bluebella Customer Care
Awful experience
Absolutely the worst customer service experience I have ever had. I was missing an item from my order and it took a MONTH of not hearing anything and then a ton of back and forth before I finally got a refund. The first 2 weeks of that month, I could not get ahold on anyone at all. In the end, they offered me either $10 or 15% off for the frustration. Not NEARLY enough to get me to order anything else.
February 4, 2026
Quality item but customer care could be a lot better.
I had an issue with my item and it took 1 month and posting a bad review to resolve it so there is much to be desired in their almost nonexistent customer service. However, once a human handled the issue, I got my money back. I then ordered a bra, which arrived promptly, was well packaged and looks good. Their lingerie is original, looks upmarket and is good quality. Happy with my item.
March 4, 2026
Unprompted review
Shipment & handling was perfect... but
Shipment & handling was perfect. The item ordered not so much. Fitment left a lot to be desired as was maybe to be expected for a one-size-fits-all type item. I just expected better quality for the pricepoint of $200+
January 27, 2026
Reply from Bluebella
Thank you for your feedback. We're glad to hear that your shipment and handling went smoothly, but we're very sorry that the item did not meet your expectations.
We understand how disappointing it can be when sizing or quality isn’t quite what you hoped for, and we appreciate your honest comments regarding the fit and quality of this item. Your feedback will be shared with the relevant teams as we continually review our products and quality standards.
If you’d like further assistance or advice on sizing and fit for future orders, a member of our Customer Care team will be happy to help.
Warm regards,
Bluebella Customer Care
Unhelpful
1 star is overrating the service I’ve received so far. It has been almost a month that I’m waiting for a refund for 3 items, after emails I’ve sent, the response I’ve received has only been along the lines of ‘sorry, please wait longer’ from what seems to be a chatbot or automatically generated response, with no signs of the situation even coming close to an issue of a refund. I’m being charged late fees from Klarna as well, which means Bluebella have not confirmed my return with them. Really frustrating situation.
March 3, 2026
Unprompted review
Never received my order and they…
Never received my order and they stopped answering my emails.
February 2, 2026
Missing refund; no customer service support
Have been waiting for 2 months to get a refund for a return. No luck so far. The only way to get in contact with customer service is via email, and the only response is AI generated acknowledgement. They even had the cheek to send me a survey on how the AI costumer service is doing. Badly, that’s how!! Not sure where to complain about the missing refund and lack of response..don’t buy from Bluebella!!!!
March 1, 2026
Unprompted review
Reply from Bluebella
Thank you for taking the time to share your feedback.
We’re sorry to hear about the delay you’ve experienced with receiving your refund and completely understand how frustrating this must be.
To help us resolve this as quickly as possible, we’ve requested a little more information from you. Once we receive it, our team will be able to investigate further and provide a resolution.
We really appreciate your patience and look forward to assisting you.
Warm Regards,
Bluebella Customer Care.
Reply from Bluebella
Thank you for your feedback. We're very sorry to hear that the sizing of your item was not as expected.
We understand how disappointing it can be when a product doesn’t fit quite right. Our team works hard to ensure our sizing guides are as accurate as possible, but we appreciate that fit can sometimes vary depending on the style and design of the item.
A member of our Customer Care team will be in touch with you directly to assist with your recent purchase and help find the best solution.
Warm regards,
Bluebella Customer Care
Article never delivered
Article never delivered. Two times sent but returned to the UK. Hard to get in contact by mail and phone. Replie takes to long. Only a compensation of 10€
It took me 3 months to get it cleared
February 28, 2026
Reply from Bluebella
Thank you for your review.
We’re very sorry to hear that your order was returned to sender. We completely understand how frustrating and disappointing this must have been, and we truly appreciate your patience while we worked to resolve the matter.
Once a parcel leaves our warehouse, delivery is handled by our third-party courier. However, we sincerely apologise for the inconvenience caused by this issue and the disruption to your order.
Please rest assured that we take situations like this very seriously and always aim to ensure our customers receive either their order or a full resolution.
We can confirm that a full refund has been processed for your returned order, and a gift card has also been issued as a gesture of our sincere apology.
Warm Regards,
Bluebella Customer Care.
i love Bluebella
I am a trans woman and feeling feminine & sexy is important to me and Bluebella pieces help me do that
February 27, 2026
Customer service is poor it takes weeks…
Customer service is poor it takes weeks for a response and I have been waiting weeks for a refund for items I have returned. No exchange system in place. Just hope you pick the correct size as it will take months for a resolution. I started the refund process on the 13th January it now the 28th February still no refund.
January 13, 2026
The item arrived in a timely manner
The item arrived in a timely manner
Good quality
Looks amazing
February 19, 2026
They make amazing lingerie and clothing…
They make amazing lingerie and clothing for women. The items are beautiful, comfortable, and soft!
December 15, 2025
I never received my order and no…
I never received my order and no refund! No contact with the customer service. It’s a scam!
February 26, 2026
Reply from Bluebella
Thank you for your feedback. We're very sorry to hear about the issues with receiving your order.
We can confirm that your order has been returned to sender. We understand how frustrating this must be.
We can confirm that your refund has been fully processed.
We sincerely apologise for any inconvenience caused and appreciate your patience throughout this process.
If you have any further questions, a member of our Customer Care team will be happy to assist you.
Warm regards,
Bluebella Customer Care
It took nearly 4 weeks to get a refund…
It took nearly 4 weeks to get a refund on some items that I had returned. I had to chase over 5 times and this is the second time this has happened.
February 2, 2026
I have yet to receive my refund and…
I have yet to receive my refund and have contacted the company several times but all I get back is that they are busy and will reply when they can.
January 29, 2026
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