Monsoon Accessorize Ltd Reviews 129

I was asked to leave my debit card details on an answer machine in an unmanned office so they could process the refund after lockdown! I feel this was a very unreasonable thing to ask me to do and a security issue?

10 months later, I tried again to get a refund (thinking we're so far into covid now, they must've implemented a system whereby they could process refunds from home). I was promised a refund but it never arrived apparently there's 'noting they can do about that' and I should talk to my bank about it.

Won't be shopping at Accessorize again as it makes me so angry that they still owe me money.

I ordered three items, kept one and returned the other two. I lost my receipt but as the pre paid label was included with the return didn't expect to any hassle as i literally returned the following day, three phone calls later they still have not received the items so 54 pounds lost and no way to prove they were returned. Hopeless customer services, will not order again.

I've been a regular Accessorize customer for years but their online service is appalling and I will not order from them online again.
My order was cancelled by Accessorize about a week after ordering, due to them not having stock. The cancellation email said I would receive a refund in 3-5 working days. More than 10 working days later I have not received the refund. They have completely ignored the two emails that I have sent in the interim. It's not worth the hassle of ordering from this shop.

Sent wrong item. Contacted customer service through website. No response in 7 days as promised. Contacted again, no response. Wouldn’t mind but they messed up the order in the first place and they don’t even bother to follow up!

Order 5 items and delivery company left them not on my property (on a landing shared by 16 other flats). My parcel was stolen and Accessorize are taking absolutely no responsibility for it. Breach of contract- as the retailer they are obliged to get my purchases safely to me which they have not done. 2 staff members I spoke to did not care one bit and closed my complaints immediately after telling me they weren't going to do anything.

Never ordering from this company again.

I ordered my lovely wedding dress from Monsoon and had a 10% voucher so it was £278 which I thought was a bargain. But then a few days later I happened upon the page again and saw it had been reduced down to £240 (and with another 10% voucher £222!). I looked to see if they would refund the difference and a page on their website said they wouldn't but to order another and send the original back. I did exactly that and got the refund 4 days after the package arrived with them by Royal Mail. Seemed less efficient than refunding the difference but I'm happy! Good customer service and the dress is absolutely stunning, can't believe it was only just over £200.

Terrible service. Ordered 2 items with a discount code. Only 1 item arrived in the package although the package included the delivery note for the missing item. Emailed to ask for the other item. No reply. Managed to get hold of someone on social media. I received a reply saying that the item had been lost by the courier. Absolute rubbish!! They forgot to pack it. Then they refunded me and told me I would have to re-order again as they do not offer replacements. I said I didn’t want a REPLACEMENT. I just wanted the rest of my order. It was a “computer says no” attitude. I won’t reorder as it would mean I would have to pay another postage charge and the discount I used is not valid anymore. Very poor service and attitude. Won’t use again.

I've been buying from Monsoon for a couple of years now and very much like the products. Customer service, however, is really poor lately. I bought something online when there was an additional 20 per cent off - which would not 'apply' however hard I tried. Same with one of two "Reward certificates"That was on Saturday. This is the following Friday and I STILL haven't heard back. MONSOON - is this how you treat your loyal customers? Please reply as soon as possible - it seems a shame to spoil a good product and a good website with such very slow customer service recently. Thank you.

I ordered a handbag for £20 down from £29 on the 10th of January. The money had shown to be taken out of my account and I received an order confirmation.
I hadn’t had any update emails and checked my bank and they have returned the money? But I have received no emails to follow this and was waiting for my item to arrive.
I have emailed customer service with no response and I have checked the website and the item has gone back up to the original price. If I cannot receive this item I’m hoping I will be offered a discount code back down to the price I thought I was purchasing for.
Communication seems to be a big issue within this company.

I had a small query with my last order, was not impressed with so-called "Customer Services" response. Even less so now when I tried to place an order this week. Order seemed "stuck" so I telephoned Customer Services. Told me they couldn't help,to ring and place order by phone to the Sales Department. Gave up after 10 minutes waiting time. So emailed Customer Services. Today,when I tried again to place order- surprise surprise - the price of the jumper I tried to buy had shot up! Still no response from Custoner Services, so given up and will buy elsewhere. If I can't get a response at all pre ordering, I dread to think what would happen if I had actually parted with money and had a problem!! Yes, people are off sick and departments are short staffed, but things are tough on the consumer too without extra hassle! Shame, because I was a regular customer of Monsoon and Accessorise in the past, and liked their products,but reluctant to buy at present. After writing this, I glanced down at other reviews....nearly all 1 star (if that!) regarding appalling Customer Service. Not one response from the Company, so, assuming Monsoon are still trading (???), it seems best to avoid purchasing from here at present. What a shame,as when buying in a store I would have given a very positive review. 😏

I have been ordering and buying from this company for years now, never had a problem. For the amount of money I'm paying, I'm satisfied. But WHY you can't return a thing to the store if you have payed with CLEARPAY, horrendous. I went to the city centre in Liverpool only to find out that I need to send it via mail(even though I've picked it up in the store) because they in the store are not able to do it themselves. Madness, absolute waste of my time. You need to solve this. It should be very easy. Other companies don't have a problem like this.

Ordered. Money taken from my bank To collect in the store at Bluewater Dartford. Store closed. Emailed but still can't get anywhere. What is happening to this company

I am totally astonished And disgusted by the way I was spoken to in the Accessorize store by one of the sales assistants.
Been a loyal customer for years and have never been spoken to in that manner in any retail store ever.
With so many of their stores closing down you would expect the best people in the remaining stores.
What happened to customer service???

Not received a full refund despite returning ALL the items. Monsoon still owe me over £30 despite returning all the items. Still waiting for a response nearly a month later! Will never order from them again.

Can't even describe I upset I am. I wanted to return the parcel and it got sent back to me with the note "post office address is invalid". I used the label they sent to me via Email to return the parcel. According to their website the return itself should cost 3,95€. I had to pay 17,99€ at the post office and then I had to pay 10€ more because i had to take back the parcel. Contacted them multiple times and no response. A week later they responded with the question to rate their customer service and if my issue has been fixed? No???? You've never replied to my emails in the first place. After a while Klarna contacted me because they wanted me to pay for the purchase. Well, Klarnas customer service was nice and they'll handle that from now on. Btw the item I wanted to keep was broken after 5-6 of wearing.

Absolute robbery. Don't even want to give this one star. Still waiting for a refund from over 3 months ago!!! I wanted an exchange - they said this is not possible but to return the item and I would get a full refund. I retuned the item, have not received any communication or refund and they are just going to keep my item without giving me my money back.

I have emailed multiple times - I get an automated response saying allow 10 days for them to respond - still nothing. Completely ignoring me.

Tried to call and I just end up sitting on hold for over an hour - still not getting through to anyone.

I have never experienced such horrific customer service. I highly recommend never shopping here - plenty nice stores that actually care about their customers and don't rob and ignore them.

Appalled.

No value of customer service, incorrect item was sent to me. I tried to return it via post and it was returned back to me because it didn't match the invoice. Customer service(when you can get through to them!) says they are investigating from warehouse and waiting for reply. Rubbish service won't be buying from them again.

Just to update anyone waiting on returns I have an outstanding £89 received via tracking on 23/07/2020. I have been informed was received they have a new system for refunds and the backlog lists have been sent to a different department to process last week. Giving a further timeline today another 2 weeks. Suggested put the info on website. Hope this helps anyone else waiting.

I won't be ordering from Monsoon online again. Firstly, after placing an order for an item in the sale on 17th July, I discovered that it would be sourced using something called their "concierge service" -which sounds impressive but apparently means they root around in all their physical stores to find the last few remaining items which have undoubtedly been tried on hundreds of times and will probably be in horrible condition. However, as it turned out, I didn't have to worry about this because on 21st July I received an email telling me that my order had been cancelled as the item was unavailable. I was extremely disappointed as I had spent quite a lot of time choosing the item and it was for my birthday. Also I had used a £10 Monsoon Reward voucher (which I had EARNED for making previous instore purchases) towards the item. Apparently if an order is cancelled, even if it is Monsoon that cancels it, YOU, the customer have to contact THEM and ask for your voucher to be refunded! Unbelievable. I've never heard anything like it. It's their OWN voucher. Due to COVID-19 there is currently no telephone customer support (unless you want to PLACE an order of course, they can do THAT) and there is no chat so you have to send an e-mail which I did. Next I hear is on 1st August, an email entitled "Your recent Monsoon query. How would you rate the service you received?". No mention of my problem or of the voucher being refunded. I checked their website and my voucher had not been refunded. I responded to the email saying that my query had not been resolved: "Bad. I'm unsatisfied". Nothing. Emailed them AGAIN on 6th August. Still no response. Still no voucher refund. This is down there with the WORST customer service I have ever experienced. Monsoon clearly DO NOT CARE about their customers and have effectively robbed me of £10. Appalling.

Maureen. I received a answer from monsoon, the date I sent parcel back is over the 14 day period, being 13/7/20.The tracking number isNX000220647GB. Address sent back to, Raven Mill, post code ol98pw. This should be enough information