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
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Review summary
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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
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0 star for customer service
0 star for customer service. Returned items received at their end on 13th October. Waited patiently for 2 weeks but not received any refund or notification of return . Contacted them via WhatsApp and messenger every second day with meaningless automated messages for response. Did not receive a response to my email at all. When somebody responded via socials , they were changing their narrative every single time, ie "your refund was issued on 15th october", "you were refunded on 28th October", "your money will be in your account by 3oth October " - this message was sent to me on 2nd November! ... I finally received PayPal notification of refund on 7h Nov.
Never again.
November 8, 2025
Unprompted review
Reply from Coastfashion
Hello Eliska,
Thank you for taking the time to leave a review, and I am sorry to hear you received conflicting information regarding 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. 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.
We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
Avoid at all costs
Avoid at all costs! I wish I had seen the reviews before I ordered! I spent over £500 on some wedding dresses. They arrived and were left dumped on the door step without even a knock at that door. Luckily I was in the house. The dresses were awful quality and really cheaply made. I returned the next day and had to wait over a month for my refund despite several emails and messages to chase this!! There is no option to speak to anyone on the phone which says it all! Please don't shop here! I imagine they will be going into administration any time soon!
November 9, 2025
Unprompted review
Reply from Coastfashion
Hello Lucy,
Thank you for taking the time to leave a review. I am sorry to hear that there was a delivery issue with your order, and that you were unhappy with the quality of the items received.
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. We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
Terrible customer service
Terrible customer service, will never use again. Return received on 17th October still no refund. No replies to emails or WhatsApp chat.
Order number dux044982210.
Update, now 8th November, the reply said refund should be in my account by 4th November but nothing yet!!
October 6, 2025
Unprompted review
Reply from Coastfashion
Hello Nicola,
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. Your refund will have been back in your PayPal account by 4th November.
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
1 Star is too much
1 Star is too much. I have been waiting over 3 weeks for a refund. If you send an email you get a automated reply saying they will get back to you within 48 hrs. It took them 20 days to reply to me about delivery protection insurance that I did not want but got charged £7.99 for. I have not received a reply either by email or their very irritating automated WhatsApp about where my refund is. My return was received and signed for by them on 15/10 Disgraceful customer service
November 5, 2025
Unprompted review
Reply from Coastfashion
Hello Lynne,
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.
We have recently introduced a new option at checkout for additional protection for your parcel with Swap protect. Customer’s do have the option to opt-out of this if they don’t wish to purchase before checking out. Once purchased we are unable to cancel the protection.
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
DO NOT BUY FROM HERE
DO NOT BUY FROM HERE! Like many others, I tried to return an order and have been refunded via a gift card despite me not giving any options as to how I wanted to be refunded.
I am now £700 out of pocket, left with a gift card for a company I do not want to spend any more money with. AVOID!
October 18, 2025
Unprompted review
Reply from Coastfashion
Hello,
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. You can find the details of this on the returns page on the website linked below.
https://www.coastfashion.com/pages/informational/returns
Take care
- Rebecca
Still waiting for a refund 3 weeks…
Still waiting for a refund 3 weeks after items returned.
November 4, 2025
Unprompted review
Reply from Coastfashion
Hello Vicky,
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
Take care
- Rebecca
Very disappointing
Very disappointing. Returned a dress. Still waiting for my refund. No one to speak to. Only an automated whats app. Stay way from this company. They do not rush to return your money ! From reading other reviews I am not the only one to have this problem. Wish I had never ordered from them . Will not use again.
October 16, 2025
Unprompted review
Reply from Coastfashion
Hello,
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.
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. We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
Refunds don’t get paid, no customer service
Bought Coast dresses, only for it then to become evident that it is actually Debenhams you are buying from. Items were returned and refund confirmed but the money has never appeared. Can’t get a reply from Debenhams or Coast. Customer service is non-existent. Not having to claim through my credit card company. Will never use again. Wish I’d read reviews before purchasing but had used them several times years ago and can’t believe how much they have gone downhill.
October 7, 2025
Unprompted review
Reply from Coastfashion
Hello,
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.
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
Coast- Non existent customer service
Coast, Debenhams has a really poor non existent customer service. I placed an order for some dresses which got delivered really late and I missed the delivery cause i went on holiday. Came back 3 weeks after delivery date and I cant create a returns online which is contrary to the returns policy of 28days from delivery. I have contacted them on several platforms and the customer care agent that finally came to answer my query, didn’t even read my messages. She just replied with a generic email on how to create a returns online which I have been unable to do.I replied her immediately she sent a message, she never engaged with me or read my reply. I barely have time now as the 28days will soon be up, I have tried contacting them again severally and still no response from the customer care agent. Such a terrible customer service.
October 28, 2025
Unprompted review
Reply from Coastfashion
Hello Idah,
Thank you for taking the time to leave a review. I am sorry to hear that your order was delayed, and that you are having issues with your return.
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
Terrible customer service
Terrible customer service. Left with AI responses that resolved nothing for 3 days. Just repeating same communications. I bought more than 7 dresses in different orders since last week for an event. Paid postage for each order separately. Their system automatically chose standard delivery instead what express on one of the orders. There was no way to change this to express nor add it to my premium next day order. The fault was at their end at checkout.
They cant cancel or change delivery method said the repeat bot.
Another order My delivery hasnt arrived and I paid express delivery. I have an event this weekend that I need the dresses for. Ordered on sun 26 oct with express service to arrive in 2-3 days. No human got back to me. I cant call anyone, cant email, cant do anything at all to speak to a human. Today is Thursday and i have no dresses to wear. They dont care at all. Such a crap service for pricey dresses. Although Coast dresses are beautiful. Really happy with some of the dresses that have been delivered already. Great quality, packaging could be better since the dresses are over £100. Its a shame the service is appalling.
October 30, 2025
Unprompted review
Reply from Coastfashion
Hello Cali,
Thank you for taking the time to leave a review, and I am sorry to hear there has been a delay with one of your express orders.
As we are an online based customer service centre, 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. 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.
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.
In regards to the order placed on standard delivery, we are unable to make amendments to the order once it has been placed and processed, but you can return these back to us for a refund if they arrive after your event has passed.
Take care
- Rebecca
Do not go near this company. Not even acting legally.
UPDATE: Items finally received. Dresses arrived screwed up in a bag, dirty and damaged. Absolutely disgusting.
Firstly, customer service appears to be non-existent. There is no telephone number and no-one responds to texts.
I have paid extra for next day delivery. My order was well within the time stated for this service and was for Coast items, not other brands.
At 18:30 on the day delivery should have taken place, I received a tracking number for one of the items. This tracking advises that the item is not yet with the courier but that they expect it within the next day or two! The second item still says “in progress”, so heaven only knows if or when this will arrive.
There is no way to cancel an order, even if you try to do so within a few minutes of placing an order. I am sure this is against the law in the UK.
In addition, a sneaky fee of £7.99 is added that is easy to miss during payment, which is on top of postage and is to protect your order should it be “impacted by damage, loss or theft”! In other words, you are paying an additional sum to cover Coast’s liability.
Do not go near this company.
I wish I had read the reviews before placing my order, but had assumed they were a legitimate company as they are connected to Debenhams.
October 29, 2025
Unprompted review
Reply from Coastfashion
Hello,
Thank you for taking the time to leave a review. I am sorry to hear that there was a delay with your order, and that the dresses arrived in this condition.
As we are an online based customer service centre, 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. Please reach back 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.coastfashion.com/pages/informational/contact-us
We have recently introduced a new option at checkout for additional protection for your parcel with Swap protect. Customer’s do have the option to opt-out of this if they don’t wish to purchase before checking out. 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.
Take care
- Rebecca
No refunds till date.
I bought different sizes for two items and returned the large sizes on the 8th of October. The tracker confirmed that returns were received on the 14th refunds will be processed. I still haven’t received my refund. No numbers to call, except WhatsApp automated messages that my refund is being processed. This is a scam and should be reported. If I had seen previous reviews I wouldn’t have made a purchase from them.
October 25, 2025
Unprompted review
Reply from Coastfashion
Hello,
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.
We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
Would give no stars if i could- it’s…
Would give no stars if i could- it’s terrible service to make customers wait so long for refunds. They received my return and started a refund on 16th October but yet still no refund! This is naughty to expect people to wait so long for their money back! Really not happy. Why can other companies do it within 24 hours yet this company need weeks!! Disgusting
October 16, 2025
Unprompted review
Reply from Coastfashion
Hello Bianca,
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
Take care
- Rebecca
No refund after 14 days
Returned a dress at 6th of Oct then arrived at warehouse at 9th of Oct then passed more than 14 days but refund not received. The reason why I returned a dress is the faulty item. The back side hem has damaged (ripped) They charged me a return cost but not issue the refund yet. DUX044852918
October 6, 2025
Unprompted review
Reply from Coastfashion
Hello Anna,
Thank you for taking the time to leave a review. I am sorry to hear the dress was faulty. We do advise contacting our team before making the return of a faulty item so they can advise further, and sort the returns costs from our side.
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
Take care
- Rebecca
How to treat customers really badly: a downhill brand
Coast and Debenhams Group have really gone downhill, with insensitve customer services. I recommend doing direct to the retailers (e.g. Monsoon) or even using Amazon Prime instead to shop as Coast and Debenhams are unable to handle purchases and returns in a timely and reasonable manner.
October 20, 2025
Unprompted review
Reply from Coastfashion
Hello Jo,
Thank you for taking the time to leave a review. We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion, and we hope you decide to give us another chance in the future.
Take care
- Rebecca
Super fast next day delivery
Super fast next day delivery, my shoes were here before 12pm and I didn’t order them till 6pm the night before. Only lost one star because the quality could be better. The diamanté’s on the strap around the ankle kind of look like stickers rather than actual good quality gems. Other than that the shoes are lovely. They even came with spare heels
October 21, 2025
Unprompted review
Reply from Coastfashion
Hi Ellie,
Thank you for taking the time to leave us a 4* review!
I’m so pleased to hear you are happy with your order, and we appreciate the feedback in regards to the quality. Positive feedback is great to hear, and we appreciate your kind words.
Thank you and take care.
- Rebecca
Terrible service
It seems to a be an ongoing theme for what was a respected high street store. First order was never recieved ..... so we had to pay again to recieve another order of the 4 dresses recieved only one was suitable .... returned others in their original packaging at the end of September and it took 2 weeks for them to acknowledge reciept. But still no refund!!! there is no number to call and no email so you have to use their text chat ...... i had to wait 2 days because apaprently they were too busy to respond I wonder why!! only to be told that my refund would take upto another 14 days to be in my account over a month from when i placed the order for over £300.
Will NEVER use again
September 29, 2025
Unprompted review
Reply from Coastfashion
UPDATE
Hello,
Thank you for sending over the order information. I can see that the refund has been issued back to your PayPal account, and will have been back in your account by 28th October. I can see that our customer services team have sent the details to our admin team, who will be in touch soon with the refund transaction ID that you can provide PayPal to locate your refund.
Take care
- Rebecca
--------------------------------------------------------------------------------
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that you didn't receive an order, and that you have yet to receive a refund for your return.
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.
Many thanks,
- Rebecca
I wish I could rate this as 0
I wish I could rate this as 0. I have placed 7 orders (different bridesmaid dress sizes) and am waiting on a refund for my orders. One of the orders I accidentally clicked 'credit refund' and they have only send me a credit gift card for £62.81 when the total of my order was around £120!!
The total refund I am waiting on is way over £600 and I am out of pocket, even though I have returned the dresses!!
I expect this to be resolved ASAP (I have contacted customer services and am not receiving a reply!) - If I do not hear back then I will be going to the Ombudsman and also contacting my bank and stating this as fraud.
I look forward to hearing from someone and getting my money back...that I work hard for!
October 7, 2025
Unprompted review
Reply from Coastfashion
Hello Karyn,
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.
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
I returned an item on 4th October and…
I returned an item on 4th October and they won't issue me a refund. The chat is rubbish and no one will give me an answer. The dress I ordered was so cheap and see through. Absolute scammers!!!!!
October 20, 2025
Unprompted review
Reply from Coastfashion
Hello,
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.
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
They charge for express delivery but dont deliver on time
I paid for express delivery to get my items delivered within 2 working days for an event I am attending tomorrow. It is now 1:15PM tracking details are not available and the order says "In progress". Scammy!!! to charge extra and not have it enroute to the house by 1PM on the day they said they were going to deliver.
October 15, 2025
Unprompted review
Reply from Coastfashion
Hello Sulakshana,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been a delay with your order, especially as you ordered in time for an event.
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.coastfashion.com/pages/informational/contact-us
Take care
- Rebecca
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