All was fine except the returns process: they hold the money for 2 weeks before issuing a refund. There is no emails or communication except for the automated robotic messenger chat which is quite spe... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I returned an order two months ago. The refund still hasn't come through. The responses from the chat bot and customer service agents has been painfully slow; one reply every few days. I keep having t... See more
Company replied
My order was not delivered on the day that was specified. I messaged and felt that they were blaming the courier and vice versa. All of a sudden was inundated with updates. The dresses arrived but do... See more
Company replied
If I could leave no stars, I would. A massive order worth hundreds of pounds Fd was slow to be dispatched, and then “damaged beyond repair” by EVRI. I sent the certificate of destruction to Coast via... See more
Company replied
Company details
Information provided by various external sources
Discover women’s occasionwear and wardrobe essentials. Shop the new Coast collection now, including dresses, jumpsuits and accessories.
Contact info
United Kingdom
- coastfashion.com
1.5
Bad
3K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Faulty dress, AI assistance horrendous
The zip broke on my dress, it was first time wearing it out and fit was good. The zip had been difficult to use and then teeth came apart. As the zip was stuck it had to be pulled apart. I've tried over 9 times sending emails, photos and video of dress to 2 different Coast contacts but receive AI responses repeatedly asking for same thing then nothing happens
September 12, 2025
Unprompted review
Reply from Coastfashion
Hi Lisa,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear about your issues with your recent order.
We do value your feedback, especially when it helps us identify areas for improvement.
I'd kindly advise to contact customer services for an update if this still hasn't been resolved -
https://www.coastfashion.com/pages/informational/contact-us
Thank you and take care.
Rob
I contacted coast to ask where my…parcel was
I contacted coast to ask where my delivery was and immediately with in 30 seconds of pressing the send button, I got a response from a lovely person called Kai. Amazing Kai and thankyou for being so professional and helpful
September 9, 2025
Unprompted review
Reply from Coastfashion
Hi Tracy,
Thank you for taking the time to leave us a 5* review! Glad to hear Kai was able to help you.
Positive feedback is always great to hear, and we appreciate your kind words. I will be sure to pass on your feedback.
Thank you and take care.
Rob
Ordered a dress which a month later I…
Ordered a dress which a month later I have not received , evri confirmed they have lost it so now out of pocket
I get a automated reply from coast to say they are busier than usual but never actually get back to me ,
Not happy at all
August 20, 2025
Unprompted review
Reply from Coastfashion
Hi Julia,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear about your issues with your recent order.
We do value your feedback, especially when it helps us identify areas for improvement.
I'd kindly advise to contact customer services for an update if this still hasn't been resolved -
https://www.coastfashion.com/pages/informational/contact-us
Thank you and take care.
Rob
Frustrating experience
Quality very disappointing. Placed 2 orders which have been returned. Returned both items 2 weeks ago and no sign of a refund. Have tried to contact customer service to follow up through their channels on what’s app,message and messenger and it’s on an AI rersponse. If I don’t hear back within 24 hours I will raise a dispute with my credit card as the purchase is over £100. If someone at Coast can please r3spomd to me and action the refund it would be easier.
August 8, 2025
Unprompted review
Reply from Coastfashion
Hi Caroline,
Thank you for taking the time to leave a review. 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 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.coastfashion.com/pages/informational/contact-us
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor.
Many thanks,
- Rebecca
Terrible company
As with other reviews. Horrible cheap dress which had a long thick black hair stuck to the front of it.
Waited weeks for refund and as yet still nothing. Appalling company no one gets back to you.
September 4, 2025
Unprompted review
Reply from Coastfashion
Hi Angela,
Thank you for taking the time to leave a review. I am sorry to hear you were unhappy with the quality of the dress, and that it arrived in this condition. I will be sure to pass on this feedback so we can work on improving this in the future.
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 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.coastfashion.com/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.
Thank you for your patience,
- Rebecca
Daylight robbery! AVOID!!!!
I bought a few items from Coast recently and decided to keep one top, one dress and send the rest back. I wore the top once and it fell apart at the seams in multiple places despite not even being tight on me. I emailed them to see if I could send it back with the rest of the items but never got a response. I have since sent it back with the rest of the items and haven’t had any correspondence since. No refund has been issued for any of the items. I will NEVER buy from them again. It’s weird because it’s owned by the same company as Karen Millen and their customer service is fine.
August 11, 2025
Unprompted review
Reply from Coastfashion
Hi Abi,
Thank you for taking the time to leave a review. I am sorry to hear that a top has become faulty, and that you are awaiting a refund for the items you have returned, as well as a response from our customer services team.
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.
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.
Thank you for your patience
- Rebecca
Awful!!
I, like others, probably only ordered from here based on the Debenhams and Coast names. The clothing sold is poor quality, overpriced, and with awful sizing. The refund process is convoluted and designed I'm sure to put people off returning items. Nearly three weeks and I am still waiting on a refund.
I would advise others to take heed of the poor reviews on Trustpilot before buying anything from this company.
August 13, 2025
Unprompted review
Reply from Coastfashion
Hi Julie,
Thanks for taking the time to leave a review. I am sorry to hear that you are unhappy with the quality. I will be sure to pass on this feedback so we can work on improving this in the future.
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 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.coastfashion.com/pages/informational/contact-us
Thank you for your patience,
- Rebecca
Clothes returned over two weeks ago no acknowledgment or refund I am discussed with the lack of customer service they promised to contact me within 48 hours and 96 hours later still waiting
clothes returned over 15 days ago
August 18, 2025
Unprompted review
Reply from Coastfashion
UPDATE:
Thank you for providing that information for us, Jennie.
When checking the order the first refund for the cancelled item was refunded and cleared 10th August. The second refund for the return items has been processed to clear back to your account by 6th September.
Please note it can take us up to 14 days to process your return once received and issue your refund. It can then take up to a further 5 days for your payment provider to show the refund as an available balance again. Please note for £1.99 return cost was deducted from the total refund amount to cover the return of each parcel as advertised on our website: https://www.debenhams.com/pages/informational/returns?srsltid=AfmBOoqaWd6m2VW8rWQm7SepKAtjN0Ztt00g0621IBeZ0LyU-tfAuikb.
Many thanks, - Joshua
_______________________________________________________________________
Hello Jennie,
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you do not have your refund yet. 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. - Joshua
Appalling customer service, don’t expect any help
As so many other reviews say, the customer service is absolutely appalling. I’ve never experienced anything this bad, and felt compelled to share my experience to warn off others. I ordered 6 bridesmaid dresses. One of the dresses they sent was wrong. We reached out to customer service to get the right dress sent out but we didn’t receive a reply for almost two weeks, at which point I had emailed, WhatsApped and sent a message on Facebook messenger. The problem was never resolved. I’ve returned everything to them and still awaiting a refund despite the items reaching them two weeks ago. I would never order from here again.
Update: We ordered these dresses at the end of July. It’s been almost two months and we’re still missing part of our refund. I’m speechless.
August 24, 2025
Unprompted review
Reply from Coastfashion
UPDATE:
Thank you for providing that information for us, Annie.
When checking the refund for the first parcel returned has been refunded to clear back to your account by 4th September.
For the final parcel that is still tracking back, I've arranged the replacement to be sent as promised. Please allow up to one hour and check your emails for the new order confirmation.
Many thanks, - Joshua
_______________________________________________________________________
Hello Annie, Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear how your order has arrived and you do not have your refund. 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. - Joshua
Absolutely zero customer service
Absolutely zero customer service. Sent some dresses back at the beginning of August. The only responses I’ve received was from an AI bot. They keep promising my £280 will be refunded but with each message the date changes. Honestly I never write reviews but this is so awful I felt I needed to warn people. Avoid at all costs
August 23, 2025
Unprompted review
Reply from Coastfashion
Hello Vicky, Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you have no update on your refund. 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. - Joshua
Appalled AVOID
Appalled - only used Coast because of the previous reputation of both Coast and Debenhams. Wish I had read these reviews first. Items poor quality and overpriced. Returned nearly a month ago, only contact is through hopeless AI chat bot which just confirms items have been returned and refund ‘will be processed’ absolutely no confidence that I’ll ever see my money again. Avoid avoid avoid.
July 29, 2025
Unprompted review
Reply from Coastfashion
UPDATE:
Thank you for providing that information for us, Susan. When checking the refund for your order has been raised for you.
Please note it can take us up to 14 days to process your return once received and issue your refund. It can then take up to a further 5 days for your payment provider to show the refund as an available balance again.
I have sent an email to the address on the account to confirm the refund ID and date the refund cleared to help locate your refund for you.
Many thanks,
- Joshua
_______________________________________________________________________
Hello Susan, Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear how your items arrived and that you do not have your refund after sending your items back.
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. - Joshua
The worst experience I have ever had…
The worst experience I have ever had…
The worst experience I have ever had with a clothing retailer !!!!
Returned items and tracking confirmed they received the items on the 29/07/25… I have only been refunded for half the delivery, yet all the items were in once parcel !!!
The customer service has been horrific, I have been ignored repeatedly and the one reply I did get they said they would look into the situation and get back to me by a certain date, what a surprise they did not get back to me.
Looking at other reviews this is happening to multiple people. How can this be allowed? Im down hundreds of pounds. This is actual theft?
WHAT ARE YOU DOING WITH EVERYONES MONEY
August 22, 2025
Unprompted review
Reply from Coastfashion
UPDATE:
Thank you for providing that information for us, Rebecca. I've followed up on the missing items and processed the refund for you. I've dropped you an email to confirm the specifics and when to expect the refund back in your account for you.
Many thanks,
- Joshua
_______________________________________________________________________
Hello Rebecca, Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you have not had your refund in full. 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. - Joshua
Awful customer service
Bought lots of dresses to try for bridesmaids. Sent the ones that didn’t suit back over 3 weeks ago, still have not received any confirmation of a refund. Have contacted customer service several times was told it would take 15 days and that date was last week the 14th of Aug and since it has passed that time someone would be in contact with me. Still nothing! Impossible to talk to a real person. Wish I had never bought from them. Will not be giving up until I receive my refund
July 30, 2025
Unprompted review
Reply from Coastfashion
Hello Danielle, Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you do not have your refund yet. 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. - Joshua
I ordered a dress on line
I ordered a dress on line, that didn't fit probably. So i returned this item though the post office.
I have had no refund. I have tried all ways of getting hold of someone. There is no telephone number or email address. I have been chatting on line,, but just received messages sorry we are to busy now, someone will get hold of you. 30/
I am very pleased to say, I have now received a refund.
July 30, 2025
Unprompted review
Reply from Coastfashion
Hi
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 the 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. Although refunds are usually received well within this timeframe, this means the return process can take up to 28 days.
Our customer service team aim to respond to all messages within 72 hours so please allow this timeframe for a response to be sent to your email. Please also ensure one of our contact methods is being used and we have various contact avenues available that are shown on our "Contact Us" page here:
https://www.coastfashion.com/pages/informational/contact-us
The team will get back to you as soon as possible about this.
Have a great day - Dean
Do not use this company
Do not use this company. They have a very professional looking website, an Australian domain name, and list an address and phone number. The address is a house in Melbourne, the phone number is Netherlands. There is no ABN I can find. I paid $92 for a sweater - order progress bar is stuck on in transit, with no indication of where it's coming from, and they are about to miss their delivery window. I smell scam.
August 19, 2025
Unprompted review
Reply from Coastfashion
Hello David,
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you have no update on your order since the Sweater was ordered.
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.
Thanks,
Joshua
My order DUX042942965 was returned…
My order DUX042942965 was returned weeks ago. Still no refund no reply to my emails absolutely disgusting avoid at all costs. First dress also I received had been worn marks all over it.
July 21, 2025
Unprompted review
Reply from Coastfashion
Good morning,
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear how your dress arrived are still awaiting an update on your return order.
After reviewing your order, please note it can take us up to 14 days to process your return once received and issue your refund. It can then take up to a further 5 days for your payment provider to show the refund as an available balance again.
If unable to locate your refund by that time, please contact our Customer Service team on https://www.debenhams.com/pages/informational/contact-us who will be able to help locate the refund and provide the refund ID for you.
Have a great day – Joshua
Never again, wish I'd read the reviews
I remember when Coast used to be a reputable brand.
Now, they keep your money even if items don't fit and have a ridiculously long refund process. I'm owed close to £250 after two weeks.
Disgustingly poor service.
What's even worse is that I opted for the £14.99 unlimited free delivery for a year, when now I would never use them again, so that's even more wasted money.
The worst online retailer I've ever used.
Never, ever would I buy from Coast again.
August 4, 2025
Unprompted review
Reply from Coastfashion
UPDATE:
Thank you for providing that information for us, Emma.
When checking your order, the refund has been raised and processed back to your account. Please note it can take us up to 14 days to process your return and issue your refund. It can then take up to a further 5 days for your payment provider to show the refund as an available balance again.
I have sent an email to the email address on the order with the refund ID on it. Please provide this to your payment provider to help locate your refund.
Many thanks,
- Joshua
_______________________________________________________________________
Morning Emma, Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you are still awaiting your refund. 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.
Thanks
Joshua
AVOID AVOID AVOID AVOID
Do not order from this company or any associated BooHoo, Debenhams group companies. Delivery which I paid extra for was late. I have to pay for the privilege of returning the items which arrived too late for the event I needed them for! So far I have been waiting two weeks for a refund and have been told it could take another week or so to be processed, I know from reviews on many others sites people have waited much longer. Feels like a scam to hold on to your money for as long as possible to me.
July 31, 2025
Unprompted review
Reply from Coastfashion
Hello Alex
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear your order arrived late, and you are unhappy with our current refund timeframe.
If you have any concerns surrounding a lte delivery, we would encourage you to reach out to customer services so we can look into any delays and refund any delivery fees due.
It can take up to 14 days to process your return once received. Returns need to be checked to ensure they are in line with Policy, and your refund goes through several automated steps before being released. This is a standard process for most retailers; however, I appreciate some can do this in a quicker timeframe.
It can then take up to a further 5 days to show the refund as an available balance again, depending on your payment provider. This timeframe is set by the banking system and isnt something we can speed up or change im afraid.
We do value your feedback, especially when it helps us identify areas for improvement
Thank you and take care.
-Stacy
Coast customer service is NON EXISTENT…
Coast customer service is NON EXISTENT they keep your money that should be refunded do not use this company ever!! How they are shut down I have no idea. There is no phone number or human you can talk to other than text an AI bot, how is this allowed? Surely trading standards has looked at all of the negative reviews and should be acting on this !!
Honestly buying from them is a huge mistake shame on you Debenhams for not sorting these issues and buying such a crap company. 4 weeks on and still no refund.
July 24, 2025
Unprompted review
Reply from Coastfashion
Hello Sarah
Thank you for taking the time to leave a review on your recent experience.
We are an online based customer service centre, so we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case.
Our customer service team are 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.
If you would like to reply to the message off Trustpilot requesting more information I will be happy to look into your refund. I will require your order number and email address.
Thank you
-Stacy
Still waiting for a refund 17 days…
Still waiting for a refund 17 days after it arrived back with them. No customer services just messaging system that fails to acknowledge the delay and simp,y says it is processing the refund. This appears to be a theme though I did not read about it until after my experience. I would never use them again.
August 14, 2025
Unprompted review
Reply from Coastfashion
Hello Bernadette
Thank you for taking the time to leave a review on your recent experience.
It can take up to 14 days to process your return once received. Returns need to be checked to ensure they are in line with Policy, and your refund goes through several automated steps before being released. This is a standard process for most retailers; however, I appreciate some can do this in a quicker timeframe.
It can then take up to a further 5 days to show the refund as an available balance again, depending on your payment provider. This timeframe is set by the banking system and isnt something we can speed up or change im afraid.
If you have nay concerns or questions after this timeframe, please reach out to customer services and we will be happy to look into this again - https://www.coastfashion.com/pages/informational/contact-us
Thank you and take care.
-Stacy
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.