The Fold London Reviews 

I have been a Fold customer for several years, so I am very disappointed to be writing this review.

Since the returns process changed and a third-party provider is now used, returns have become unnecessarily inconvenient. Previously, I could print a Post Office returns label at home and arrange collection. Now only a QR code is provided, which removes that option.

As a result, I either have to spend extra time taking the parcel to the Post Office or pay separately for return postage. Given that customers already pay £6 for delivery, I think it is reasonable to expect a printable returns label and the option to arrange collection.

Unfortunately, this change has made the process so frustrating that this will be my last order.

No aftercare service . I had a problèm with an item day after purchase. Fist got answer 2 weeks after and then they did not offer replacement. For a store of this tenure, I would expect a good customer service. Karen millen who is lower on the scale did replace items in the past .

I’ve always loved The Fold’s clothes — the quality and design are genuinely excellent. But at this price point, you expect the service and delivery to be just as reliable, and unfortunately that’s where things fall apart.

There seem to be ongoing distribution or logistics issues, because delivery problems have become the norm rather than the exception. I even tried using Harper, who offer a brilliant service, but The Fold still failed to deliver to them on time. It’s incredibly frustrating to realise, yet again, that they simply can’t be relied upon.

What makes it worse is that there are plenty of competitors in a lower price bracket who manage to offer a far smoother, more dependable service. The Fold’s customer experience has progressively declined over the years, and it’s such a shame to see a brand with great products let down by consistently poor operations.

I really hope they address these issues, because right now the service just doesn’t justify the premium.

Update: the response nearly a month later says it all!

Seems others are finding coustomer service non existent sham as had a large order but needed info it’s a shame as love your clothes

Order was shipped promptly but sadly had to be returned. Two weeks later no sign of a refund and no acknowledgement. Contacted customer services twice - but no response. Will not buy again from this company.

I always use Harper when I’m buying from The Fold. Great way to try clothes before you buy. Good system for returning items. I deal with the admin and I get time to try various items at home. I only buy the ones I like. Good processes.

Beautiful items, poor customer service. I am a first-time customer in the US and purchased an item (the Alton blazer in forest green) as part of The Fold's Spring sale. The item page and check out page indicated a 14-day return period, but the order confirmation indicated that the item is not returnable. I reached out to Customer Service since the blazer is too large for me, and they were inflexible, even after I provided screenshots evidencing the advertised return policy. They claimed that outlet items can never be returned, however the item was not listed as an outlet item.
I expected better from a company with such a high price point.

Beautiful clothes, just sucks that 3 weeks after being added as new on the websites it’s added to the same. I’ll never buy something newly added again.

Dress arrived and unfortunately too small but don’t expect to have to chase refund and wait 17 days from return to receive the refund of over £500 . Would not order anything again as this is not acceptable.

Love the try before you buy option.

Fab service from initial contact, to getting a date and time to suit me, arrived and Aryn was so helpful, including getting the alterations right, highly recommend the store and staff.

In central London for work on a beautiful sunny day, wearing my favourite Fold tweed dress. I lost count of the number of times people stopped me to compliment the dress - the style, fabric, fit. Not only did the dress make me feel great but it clearly made a positive impact on others - who ever said fashion was frivolous?

Clothes from The Fold are absolutely stunning.
Customer service is top-notch! Shahnaz dealt with my issue very friendly and professionally, she is a real asset to The Fold. Very satisfied with my purchase and help from customer service.
Will definitely purchase again.

Fantastic customer service, I emailed regarding a return and received a reply almost immediately

The professionalism, and timely response. The quality, and timely notification of purchase(s) made. Each purchase that I have made has its personal touch.

Customer service replied to my email inquiry quickly and resolved the issue I had with a shipping label. They provided a new label and extended the return window for me for this particular return. Excellent customer service!

Speedy delivery and the try on service is super. Much easier to make a proper decision at home than in a store. Beautiful plastic free packaging a plus too.

I had a problem with my order and the customer care assistant Shahnaz responded with care, intelligence and enabled a perfect outcome. I am really delighted with the service. I love also love my dress.

Ordered 2 shirts 1/27. Expectation on their site to ship to the US is shipped within 48 hours, not including weekends, and arrival within 4-6 business days. Should have arrived by 2/6 at the latest. It’s now 2/11, the order has not been processed. I’ll paste their response below, but it’s basically no answers.
I requested to cancel the order, but given other reviews here I expect that to take forever too.

“Thank you for your email.
We sincerely apologise for the delay with your order.
Please note that we can see your order is currently in the processing and packing stage. This should be shipped very shortly.
Once it has been shipped, we will send you a confirmation of this via email along with the tracking information.
If you require any further assistance, please do let us know.”

Having just read the many complaints about customer service, I shouldn't be surprised that my two emails and phone call to The Fold have gone entirely unanswered. A company setting themselves up for mail order should put communication with customers at the top of their agenda. Very disappointed. Apparently all the complaints have resulted in no positive action and the profuse apologies from The Fold on the Trust Pilot platform remain words only. Pity, as generally their clothing is well designed.