Gutteridge 1878 Reviews 3,464

We paid for an item, then received a further bill from FedEx for £78.02. In the smallest print, Gutteridge say customs costs are to be paid by the customer, but do not give a figure! No UK customer in their right mind should buy from this company.

Don't buy at this company! They don't have their logistics under control and their customer service is an absolute shambles. They have nice clothes, but when something goes wrong on their side, you're paying the price.

Im Dutch, ordered from the Netherlands, value for money, great fit and quick delivery for my two orders in the past year. Will order again! Grazie!

Update:
The holes on the chest cannot come from removals on the sleeve. And yes I wrote my first mail 1 hour after the arrival and no no where on your terms is stated that defects have to be announced before removing the labels.
People: as you can see: gutteridge is lying

Do not buy at Gutteridge.
If you have a problem, like me (there were a lot of defects on the Jacket of a Woll Suit), they will just say "We dont see any defects."
I sent multiple pictures, I highlighted every defect (they were 7 of them) and they just pretend to be blind and say (again: we dont see any defects).
300 Euros for a defect suit.

Embarrassing customer service. A shirt arrived completely crooked, which is a clear manufacturing defect. Still, their 'customer service' keeps responding me (after pushing for an answer for over a week) unprofessional and silly responses, like the fact I should iron the shirt and then it should be fine. The seams are completely crooked! How am I supposed to iron this? Very disappointing experience. Won't order here again.

UPDATE:
Just a small update given the fact the company replied beneath with straight lies. I send them about 10 pictures of the shirt and the manufacturing defect. Even a 5 year old could see there's something clearly wrong with this shirt. Apparently Gutteridge doesn't care about their customers. Once the money is in, they won't pay you a refund and come up with lies just to keep the money. Never again.

Extremely poor service. Ordered 3 shirts. 1 was delivered delayed in a damaged envelope the other shirt came in an undamaged envelope. After I was asking for the delivery of the 3rd shirt Gutteridge investigated for almost 3 weeks to come back and stated that it was delivered and I had to prove the opposite. Hilarious! Protest payments with my bank. Even though I like the company I would never order online again.

Bought a jacket online but it has been stuck at fedex for days now. We called them and apparently GUTTERIDGE have filed the wrong paperwork for it to leave the country. My wife has repeatedly emailed the shop and no one will reply. The event I purchased it for has now come and gone. Still not sure how we will be refunded. Awful customer service.

Great parfum with speed delivery!

I ordered online to be delivered to my friend’s place in Milan. However when I got it its was damaged. I emailed customer service to ask only for a replacement of a clasp but they are very unhelpful, insisted that “ they don’t send damage items”. No support at all and awful customer service. DO NOT ORDER ONLINE.

Reply:

I explained clearly my situation as I made an order from your Italian branch I only got the item when I went back to Italy. Besides I wasn’t asking for compensation just a replacement of the clasp(buckle). I understand your T&C I only asked for consideration. But the way the reply was written was very unsatisfactory and clear the your brand name rather than find a solution. Anyway you lost a loyal customer.

I ordered a shirt for my husband on May 15, 2024 online that did not arrive. I don't know what happened and would like an explanation. Thank you very much.

The main website doesn’t have any information that you’ll be liable for duty and taxes on shipping. I was stung for €93 for a jacket! The Gutteridge customer service will not help referring to T’s & C’s BEWARE!!!!

I bought loafers

Bought a pair of shoes which I wore for about 7 times and they started falling into pieces. Email gutteridge customer service and they said that it could have been accidental damage. Definitely won't be buying Gutteridge again as the company has no good moral and values practices. Really terrible Goodwill.

This is a review/suggestion for your team to improve the experience of buying from your website for UK based customers.

From numerous reviews posted on here it is easy to see that many customers were hit by hefty customs charges when received goods ordered from your company. It's also very clear that many of those were completely unaware of the potential to incur extra costs on top of the prices shown on Gutteridge website.

In response to such reviews, you always reply that all relevant information is displayed (or better to say hidden) somewhere between the (numerous) lines of your Terms and Conditions.
Why not to make this more easy and straightforward for your customers and clearly display this information before a customer proceeds with a purchase, to avoid later disappointment and frustration?

More specifically, as per our recent exchange here, you party, by now should be aware that all orders for which the total exceeds £135.00 WILL BE subject to extra fees and charges upon entry to the UK.
Why not make it obvious and clear to the UK customers, especially to those ordering for the first time?!

Also, an ongoing advertisement running at the top of Gutteridge website is informing customers that a delivery is free for all orders over £150.00. Do you realize, that by setting the freshhold at this level you encourage customers to order more (to get a free delivery) only later to be hit by hefty charges, which is guaranteed to make the purchase a very expensive one? Why not to be more considerate and transparent? Thank you.
P.S. As a follow up to my earlier review-have you discussed the importance for your shipping/logistics department to ensure that all orders to the UK are accompanied by relevant, properly filled in paperwork, the absence of which has caused so much problems with my recent orders?!

I ordered one coat, the quality was fine, but the sizings come up very small. Not a massive issue as I'm losing weight anyway. But if you're still buying after the below gripe, buy a size or two up.

The main problem: the company's shipping and returns policy is really quite shady. I ordered my coat for the UK, and on top of very expensive shipping I was required to pay the £25 import tax on the garment.

Gutteridge will reply to this, like many others, saying "the shipping policy is on our website", and yes it is, way down at the bottom. It's not prominently stated when you check out that you will have to pay £25 in import taxes again on top of the large delivery fee. Most companies in the world, you pay for the product and shipping, the company handles the rest.

To act as if we're at fault for not actively seeking this information out proactively, to be honest, makes it feel the brand are trying to strongarm the consumer into paying some of their expected costs. It leaves a really sour taste in the mouth. Returning is very expensive too. So you're left with an ill-fitting coat you feel sad about.

I have now bought two suits from Gutteridge, one in store while in Italy, and a second ordered online from the UK. I really like their clothing - it fits me well and the quality seems good for the price - but I would advise caution if ordering online, especially internationally.

Their website makes it appear that they have an international presence. Listings are available in multiple languages and in local currencies, and they state that they deliver free of charge. I naively assumed they had a UK presence and was then stung by a large customs bill on receipt of my order. I accept the item does incur a fee coming from Italy, but I believe I was overcharged by Fedex and Gutteridge haven't responded to my emails trying to resolve this.

I also later realised that if I had ordered through the Italian version of the website the order would have been significantly cheaper (around 20-25%).

I'm happy with the item and this has mostly been my mistake, but I would only shop with them again if it were in store while in Italy.

I bought a pair of pants. The pants broke within a week from the crotch. Gutteridge responded that there was nothing wrong in the pants. After that they stopped responding to me. Customer service was quite bad to be honest in this regard. The pants were nice for the few days I had them.

I have to be honest and tell that I can not say something wrong about the company or about the products. Very nice products, good products at a fair price. About buying online, the same situation, meaning indeed are some items where maybe sizes not match, but the experience is very ok, overall - easy to buy, easy to return (of course, you have to pay).

However, I can not say the same things about Customer Care - they will not help you - they will do nothing to help...they will send only formal answers and send you to website...so, please, read before policy return and other stuffs from their website.
For me, because I am abroad, the expedition last about 7-10 days - so, if I choose the wrong size or the size not match, I can have the surprise to not find the item anymore..

I like the clothes a lot but I had the worse experience with an online purchase this year and I’m not going back to Gutteridge.

I order many things, they arrived quickly. So far so good. Some of them were simply not my thing so I filed for a return. The return package was lost. I contacted them several times via email and their website but never heard back. Then I filed a complained with PayPal (who generally don’t have a good process for such a case) and through that exchange, the Gutteridge people said it is not their responsibility, they’ve contacted me but didn’t hear back (no email in junk box).

I also found out through this process that the Waybill they issues for FedEx is not reflecting the accurate value which means if it is lost, FedEx doesn’t reimburse the value of the package.

Never going to be going there and I honestly feel bad now when I wear some of the clothes I got from there. Perhaps I simply donate them and get rid of this brand from my wardrobe.

REPLY TO THE REPLY: I understand that you have terms and conditions. And you must also understand that my terms and conditions are that if you treat customers like this, you won’t get my business any more.

Really disappointed, surprisingly.

1. I ordered 6 items, 5 of them arrived. However, no one warned that the items were out of stock.

2. The sizes run very small. I ordered for dad L and grandfather XL - so that it would be more loose. In the end, L only fit me (I'm a size S girl, 170 cm and 50 kg). Wool is prickly, thin and patchy in places. I was very unpleasantly surprised by the quality. Not worth the money even on sale. I returned the entire order except the shirt (I will wear it myself).