Serra London Reviews 44

Ordered trainers on 01/01/26 - still not arrived and no contact! Total rip off - scam company - charged me £35 - received nothing. Definitely avoid this company!

I wish I had read the reviews of other people and not ordered as I have returned the item ( 5th November) now saying it is stuck in customs and its down to me to contact customs.
So don't think I will be getting my money back despite lots and lots of emails
Have now contacted my bank to dispute the payment...

Unfortunately, this company feels like a scam — or at least deeply untrustworthy.

I placed an order believing it would ship from London, but it actually came from China. Worse, they sent the wrong item. Instead of refunding me properly, they offered two options: either I pay to return it to China and they refund only the product cost (not the return postage), or they keep the item and give me just a 35% refund — which is effectively the same as paying for an expensive return.

They also did not offer to send the correct product, which gave me the impression they have little or no control over what they ship.

Two other items were also disappointing: the fit was poor and, while they were technically the same items as in the photos, the quality and look were nowhere near as advertised. They refused any refund, saying it wasn’t their responsibility if the size didn’t fit.

Overall, I’m really disappointed. Customer service relies on copy-and-paste replies that often don’t even address what you’ve already explained. I ended up wasting time going in circles and repeatedly sending the same photos and descriptions I had already provided.

Don’t order from them! I wish I had seen the reviews before I placed an order.

Order 2 dresses, arrived from China 3 weeks later and were the worst quality I’ve ever seen. I contacted the company, they offered discounts on other products instead (why would I want any more of their awful garments?), and eventually gave me an address in China to return the items to at my own cost - not the 14 day free returns on their site!

I sent the items back, they arrived in China 6 weeks ago. The tracking shows they are stuck at customs and customs have attempted to contact the recipient.

I send emails to ask why they have not responded to customs and they just reply saying “please return the item to us”

Don’t waste your money with this shockingly bad scam of a company!

If I could give 0 stars I would. Ordered two dresses, 1 was out of stock so I got a full refund which I was surprised about after reading the reviews.
The 2nd dress arrived and I tried it on and it didn’t even cover my private parts so I asked them how I return. They said they’re based in Asia so can’t accept returns due to logistics but would give 35% refund which I accepted as better than nothing. A few weeks pass and no sign of the refund so I reached back out and enquired and they said they had no record of agreeing it, so I forwarded them their email, and a screenshot and still denying they’d agreed to it.
In the end I told them to stuff it because I actually can’t deal with the incompetence. AVOID AT ALL COSTS.

Only wish I’d read the reviews before I purchased but lesson learnt!

I strongly advise against ordering from Serra London. The product I received was not as described and was made with very low-quality materials. The return process has been extremely frustrating—rather than issuing a refund, customer service repeatedly offered discounts on future purchases. I am still in contact with them trying to recover my payment.

Wouldn’t even give 1 star for this company, the website says 30 day free returns but its most certainly not, the products I received were such bad quality I asked to return them and was told I needed to send them to an address in China (which was going to cost about the same as the clothes did ) and I had to pay the cost of shipping even though the website says free returns ! It’s a complete scam, order from any where but this company.

Firstly it’s not London so returns have to go to China small top was going to cost £19 to return .. so took 35% back offer . The item was a disgrace not even charity shop standard they didn’t want it … do not buy anything it’s really dreadful .

This site is not even worth one star. Product I received was nothing like what I ordered and material was very cheap. Can’t arrange a return as the website is down. Do not order from here!

Everything about them they are total crap. Please do not order from them, they are scum of a company.

Took over 2 weeks to come and when it arrived it looked like a 5 yrs old had knocked it up! Quality and material was awful. Also couldn’t arrange refund as website is down will never use again.

Selling items completely different to that advertised then expecting us to pay for the return or keep at a discount. Wouldn't be as bad if the item they sent actually resembles what they advertised or was of any quality, avoid imo they are counterfeit rip offs from the high street

This is a SCAM website and does not have a shop in London. Don't order from here.

I wouldn't leave any stars if I could! Do not order from this illegitimate site. Says based in London but its not.
Ordered a dress which didn't suit me and quality very poor. The website advised to email them for refund instructions which I did. Was continuously denied a refund as items wasn't faulty they did not have to, although I informed them of the consumer rights act 2015.
This went back amd forth for weeks, I persisted and was finally offered a partial refund, but would have to cover the return cost to China although advertising as a London based company! You can imagine the cost of this which was more than the dress.
I disputed with Paypal who issued me a full refund.
Please dodge them at all costs!

Wouldn't even score a 1! Bought a dress yet would only refund me 34% initially only offering me 12%!!
Shocking.
I will not use this site again and that'll teach me for not checking the reviews. Instagram shouldn't be advertising these rubbish sites

The experience I have had with this company is extremely disappointing.
The items sent are not as stated on the website and the quality is poor. The company is not based in London as the website states and the return process is not hassle free as stated. The customer must return items to China at the cost of the customer which is not stipulated on the website . Stay clear of this fraud company! They have conned many people like myself.

SCAM! Do not order from this web site. Cheap clothing from china that they then refuse to give you a refund for.

The item received was nothing like what they advertised online. It came from China which was a red flag given that the company is literally called ‘Serra London’. Quality was terrible and then the customer service was worse. It took 3 emails for them to agree to give me a full refund but I’d have to cover the cost of shipping (£15) so I’ve settled for a 35% refund. Don’t use them!

AVOID …….. worst customer service ever . Advertising lovely items however the item you receive is such poor quality . Will cost £20 to return to china . They are not UK based at all . Only offering 35% partial refund . I will persue a claim through the bank .

I wish I had read the reviews before ordering !! Totally agree with ALL the comments on here....the website is misleading, quality of clothes is poor and returns definitely NOT easy.