THATS SO FETCH Reviews 1,097

Worst customer service, they updated their policy and refuse to cancel the order based on the policy in effect I placed my order. When I purchased a prom dress, their policy read as follows : 5. Delayed Pre-Orders

If your pre-order item has not been dispatched within 21 days after the original estimated dispatch date, you may request cancellation of the affected pre-order item for a full refund to your original payment method.

This right applies only to the delayed pre-order item and does not apply to any in-stock items purchased in the same order, unless otherwise required by law.

The initial order said the dress would ship in mid April, in time for Prom. The dress online now displayed a mid May ship date (although I never received notification) so I contacted them to cancel the preorder based on their policy. I took 5 days for them to reply only to send me their updated policy and still refuse to cancel the order. They’re still refusing to cancel my order although I’ve provided all the details and now I’ll get the prom dress after prom! DO NOT BUY FROM THIS COMPANY.

i ordered a dress a couple months ago, got it and returned it straight away because the quality was horrible. I then ordered a dress one month ago on pre order for my formal that’s coming up in a month and now it’s getting pushed back an extra month so i will receive my formal dress after my formal. very disappointed and a waste of money for the quality and the shipping time.

Ordered two items but didn't find them particularly flattering and found the quality didn't match the price so I returned them both. Obtaining a store credit voucher is quick and easy but you have to specifically request a cash refund. Customer service were very friendly and responded efficiently however it took over 2 months for me to get my money back having returned the items. Emailed back and forth regularly asking about my refund, have now allegedly been issued it but the money takes up to 10 days to hit your account so still no refund yet!! Avoid unless you are willing to retain store credit refunds as the return process is long and difficult.

I ordered a dress that unfortunately didn’t fit, but customer service was excellent. They made the return process simple and helped me get store credit quickly. The whole experience was easy and friendly.

Ordered a dress on March 4. Had not received it as of April 10. specifically said it would be shipping in 5 to 7 business days the day I ordered it. Reached out to customer service and they said the dress was on backorder. When I ordered the dress they never advised me this would be backorder and take longer. Terrible customer service, not offering a refund and the dress was never even shipped due to backorder which I was never aware of, but they charged my card on March 4 the day I ordered the dress that wasn't even available.

Ordered 3 dresses sent them back over a month ago asked to be refunded to original payment and still waiting absolute joke DO NOT BUY FROM THIS COMPANY you will be constantly emailing them and they come back with the same stupid response they need to wait till it’s been scanned in what even after a month really the quality of the clothes are terrible if someone wants to respond to this email feel free

So disappointed with TSF. Communication is appalling; it's honestly like a bunch of kids have set up shop and CBF with the actual real side of running a business. Trying to get any form of resolution or a clear way forward is a bit like finding a needle in a haystack. Total shitshow. Quality of the item is a bit 'Shein'.

We read the review here first and seems it’s safe to shop from them. We purchased two dresses and paid for express shipping with 2-4 business days. But the parcel didn’t arrive until the 6th day, which was too late. So be careful with last minute buy. We requested to return but it’s not free either. I have wasted nearly £20 now for nothing. For return, they issue store credit automatically, you have to email to request refund, and the refund will take two extra weeks. I have requested refund and see how it goes, will come back and revise my experience after the refund is complete.

A dress that I had on pre order was not going to come in time (my fault, not there’s) and the customer service following was exceptional. They responded almost immediately, on a Saturday, walked me through store polices, and let me decide how I wanted to move forward.

My daughter bought a dress for her sports ball. It is v.poor quality & did not fit. She is a student with v.little money to spare and asked for a full refund (via email) as she has been given a gift card which she does not want due to the poor quality. She has had a reply back now stating no refund can be given as not returned in original state. This is an absolute lie as it was returned in original state & packaging. She just wants her money back!!! This is so frustrating. Just refund her money & stop trying to avoid this. We are currently taking legal advice on the matter 😡

That's So Fetch used to have the best stuff, but I recently bought a couple of items and the quality is so awful. The sizing is also now way off- I bought my usual S and the dress gapes everywhere and looks so bad.

I tried to start a returns process but apparently the items were final sale they are unable to be returned. Nowhere on the page or anywhere in checkout or confirmation email did it state that the items I bought were final sale (it only showed a discounted price). Every other website I have ever bought clothing from will clearly state if something is final sale and unable to be returned.

I contacted customer service but they are refusing to give me a refund, because apparently in their terms and conditions, which you have to click somewhere, it says that only full priced items are eligible for return. I think this is such a scammy and intentionally misleading way of operating, and they should mark items as final sale if thats what they are. I will never buy from them again

I ordered two dresses and decided that I wanted to return them. I sent them back within the 14 days and emailed making sure I would get my money refunded back on my card. The company received my parcel and have had it for nearly a month and have not refunded me my money. I am very annoyed as I spend over £100 and want my money back. I have emailed back and forth and just keep getting told there are delays. I will not be ordering off of this website ever again.

returned a dress, was told a giftcard would be converted into a refund within 2 weeks, 5+ emails sent over a month later and no refund in sight. appauling customer service & useless. no refund still

I ordered a dress from That’s So Fetch and paid £12.99 for 2–4 day delivery. It arrived over a week late, meaning I had no dress for the event I bought it for. I was extremely disappointed.

When I tried to return it, they demanded another £5.99 even though it’s their fault the dress didn’t arrive on time and I no longer needed it. They shrugged it off, blaming “wars” and calling delivery times just estimates. This is unacceptable — if they can’t deliver on time, they shouldn’t offer or charge for that delivery service.

The complete lack of accountability and care for customers is shocking. Avoid this company if you actually need your order to arrive when promised.

My daughter brought 3 dresses to try on none of them fit we returned them next day then even charged us extra for their own returns shipping label £5.99 to never hear from the company again!! have e mailed endlessly of course no phone number so appalling customer service, basically a bunch of thieves DO NOT USE...

The Lady who helped me in the live chat was an angel she sorted all my issues and had a positive attitude throughout!

Horrible company they still refuse to do the right thing and refund me my money. They’re keeping my money they told me they were going to do half of the refund and now they won’t answer back they are liars. They sent me an email saying that the best they can do is half of my money and half credit and I have not gotten back any answers about it. Now they refuse to answer about that and they are choosing to keep my money. I don’t even have a gift card either. I don’t have anything. They took my money and they kept the product as well. It is a horrible company and I don’t recommend it to anybody.

Had an issue with a gift card, the customer service team were brilliant! Got it resolved quickly and in a polite and professional manner!

They had items for £0.00
Then got a refund of my shipping they were very quick to realise and polite about the inconvenience.
Just something to good to be true

If I could give this company 0 stars I would! Recently received my order of a dress which was see through and sewn wrong causing the dress to twist when on and very very poorly made, delivered in a poor state all creased. I have contacted this company to request a refund via emails and live chat, just keep getting asked to send in details/ photos which I have 3 times now ! Poor communication poor quality