I ordered a bag 22nd may and immediately it arrived I knew it was not for me. Tried to get an address to return it to for 6 weeks - no luck. Finally asked Barclaycard to help. I then got a response an... See more
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I had an issue with returning a Debenhams partnera item. The link provided in the email sent me to Evri, however Evri did not have the partnera retailer listed, so I couldn't actin my return. Contacte... See more
One star is being generous… Do not purchase from them. I am still awaiting a refund despite chasing. Lack of customer service staff and have had to resort to messaging through Instagram but then ofte... See more
Ordered a set for a wedding which looked beautiful online but was, sadly, very different in reality. The blazer was oversized to a comedic degree and the jumpsuit featured very structured, stiff legs... See more
Company replied
2.4
Poor
2K reviews
No recent history of asking for reviews
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Used to be good, not anymore.
Since Warehouse is now under Debenhams, the returns process is taking longer than usual. I returned 4x items the next day after delivery but still have not received my refund even though Royal Mail tracking shows delivered back to them. I contacted customer service, who said to give it 15 days; it's now been 15 days since yesterday, and still no email confirmation or refund.
So, since I have now given them the full 15 days to issue my refund, and this still has not been resolved, I have submitted a formal complaint as below on Resolver.
I returned items from Oasis the same week and received my refund promptly; both these stores are under Debenhams, so in essence, they're the same company, right? So why is the Oasis refund processed but the warehouse has not? It's not right to keep client money like this. I may delete my account following this.
February 2, 2025
Unprompted review
Reply from Warehouse Fashion
Hi Bella
Thank you for this review, I'm sorry to hear there has been a delay with your refund being processed.
As per our returns policy, due to the volume of returns received, we ask to allow 15 days for all return sent to reach us and be refunded. Returns are delivered to us in batches and tracking updates may be incorrect due to this, and the returns team do need time to process any parcels received.
Please be aware, Resolver is only a contact platform and provides contact with our advisors like our other contact avenues, and they will be happy to look into this for you through this.
Have a lovely day - Dean
Be warned everybody
Be warned everybody. The possitive reviews are fake. Just look at the patern. All saying customerservice was great and specifically namening the name of a service employee. It's a chinese scam
January 31, 2025
Unprompted review
Reply from Warehouse Fashion
Hi
Thank you for this review. The positive reviews on our account are genuine and these are verified by TrustPilot.
Advisors on our customer service team may be mentioned in reviews and we do pride ourselves on providing a great service.
Further to this, we are UK based company this is stated on our website terms and conditions.
If you have an order with us, you are welcome to reach out to our customer service team about this and they will be happy to assist with it.
https://www.warehousefashion.com/pages/informational/contact-us
Have a great day - Dean
Not very helpful
December 18, 2024
Unprompted review
Reply from Warehouse Fashion
Good afternoon, thank you for taking the time to leave a review regarding your recent experience with our brand, I'm really sorry to hear you feel we haven't been very helpful.
Your feedback is very important to us and we will pass this on.
Take care - Devon
Terrible website to try to return items
Terrible website to try to return an order as it says order not recognised despite following the links. Now I’m wasting precious time trying to email as apparently my order has come via Debenhams despite ordering it on the Warehouse website, so I’m having to send 2 emails to make sure it gets seen by the right people? I will not order from Warehouse again, it’s not even free returns now.
December 9, 2024
Unprompted review
Reply from Warehouse Fashion
Good morning Claire, thank you for taking the time to leave a review regarding your recent experience with our brand. I’m really sorry to hear you are having trouble with your returns.
Our customer service will be more than happy to help you with this, they can be contacted on a number of platforms 7 days a week, on numerous platforms and the link below will provide our details: https://www.warehousefashion.com/pages/informational/contact-us
Take care - Devon
I ordered a pair of women's boots
I ordered a pair of women's boots. They were different shades and stitching. I sent a photo to prove. I was advised to return but I had to pay even although the advert said free returns. This would cost me £18 for cheapest post. Not worth it. I am now being offered 30% discount which means I am paying 70% for boots that are unwearable. I am careful with money as I am on a pension.When I think of what warehouse must be making in profit the least they can do is send me another pair of boots
November 10, 2024
Unprompted review
Reply from Warehouse Fashion
UPDATE – Thank you for further details.
The order number you have provided is not linked to our website. Our order numbers will begin DUX followed by 9 digits - EG; DUX123456789
The email address you have provided is also not being recognised, so I'm unable to locate any recent orders.
We would encourage you to reach out to our customer service team if you need help returning these Boots. Our contact page can be found here - https://www.warehousefashion.com/pages/informational/contact-us
Take care.
-Stacy
--------------------------------------------------------------------
Hello Yvonne,
Thank you for taking the time to leave your review. I am sorry to hear you received your boots and these were not as expected, certainly not the experience we want for you when shopping with us.
I would like to take a look into this for you, as such I have sent you a message here on TrustPilot so you can provide your order number and email address.
Thank you
Aimee
Wrong labels at warehouse, Last week I ordered a denim dress size…
Last week I ordered a denim dress size 16. According to the size chart, it is supposed to be a little loose since I am a size 14. However, I received a dress labeled as size 16, but it hardly fits like a size 12. Moreover, I had to pay for postage to receive and return it, which is not my fault. I do not recommend!
October 29, 2024
Unprompted review
Reply from Warehouse Fashion
Hi
Thank you for this review, I'm sorry to hear your item didn't fit as expected. Where there is a believed fault with an item or its sizing, we ask to be made aware of this before the return is made so we can ensure a correct refund can be issued.
Our customer service team are available at all times to assist with any queries you may have and you can find all our available contact avenues on our "Contact Us" page here:
https://www.warehousefashion.com/pages/informational/contact-us
Thanks -Dean
Quick customer Service
Although no confirmation email, all items received. Delay in getting a refund for 1 return but contacted Warehouse and John V dealt with the query quickly and arranged the refund for me.
October 28, 2024
Unprompted review
Reply from Warehouse Fashion
Hello Michelle, thank you for taking the time to leave a review regarding your recent experience with our brand. We appreciate all feedback to help improve our brand/service going forward into the future.
I'm so glad to hear John was able to resolve your query quickly and left this a 4 star experience!
Kind regards and have a great day! -Millie
Ordered several items and never received
Ordered several items and were listed as Delivered, but never received them. Contacted them on multiple occasions and never got an answer. Was charged, but never received my merchandise and now being ghosted by merchant.
October 12, 2024
Unprompted review
Reply from Warehouse Fashion
UPDATE: Thank you for sending this over, however, the order number you have provided is not our own, and I was unable to locate any orders or emails from yourself under the email address you have provided. We do have various contact avenues available and these are all shown on our Contact Us page here:
https://www.wallis.co.uk/pages/informational/contact-us
I've gone ahead and have sent you an email about this, please keep an eye on your inbox, spam and junk folder for this.
Thanks - Dean
-------------------
Hello Terry,
Thank you for taking the time to leave your review. I am sorry to hear you have not received your order, certainly not the experience we want for you when shopping with us.
I would like to help and take a closer look at this for you, so I have sent you a message here on TrustPilot so you can provide your order number and email address.
Thank you
Aimee
No confirmation email
No confirmation email. No record of my email address. I can see the money has left my account but no order number or way of finding out how to get my money back for the order that never arrived. Never again.
October 24, 2024
Unprompted review
Reply from Warehouse Fashion
Hello Jane, thank you for taking the time to leave a review regarding your recent experience with our brand. We appreciate all feedback to help improve our brand/service going forward into the future.
Please can you contact us here with your order date, payment method, total and email address used so we can get this payment located and advise further on this: https://www.warehousefashion.com/pages/informational/contact-us?srsltid=AfmBOormUchTnlD9bI2eneUzvSDCOsLEWMyaLsX3b7d8aTR1Kd5cpI9L
Kind regards -Millie
Awful experience with Warehouse
Awful experience. No confirmation email ever received. Warehouse took two payments of £90 for one item- they’re mistake, kept insisting only one payment taken despite screen shots if both Amoy ts clearing out if my account to theirs. still not corrected 4 days later. Protracted excuses, standard email responses, zero customer care, zero ability to read prior messages and apparently unable to manage their accounts.
Will NEVER use them again and advise others to check their bank accounts when paying online 😡
October 7, 2024
Unprompted review
Reply from Warehouse Fashion
UPDATE: Thank you for sending this over.
I have been able to locate the duplicate charge and can confirm our Finance Team have already issued a refund on this transaction and this should show on your account by the 17th October at the latest, if not already. Please ensure the account used to place the order is being checked for this refund and allow until the given date for it to show on the account. It's also possible the transaction will be removed from the account if it was still "pending".
I have also resent the order confirmation for the order that was successfully processed so please keep an eye on your emails inbox, spam and junk folder for this too.
Thanks - Dean
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Hi Alia
Thank you for this review, I'm sorry to hear there has been an issue with placing your order, it is very unusual for a confirmation email not to be received and multiple payments to be taken.
So I can look into this further, please can you respond to the message I have sent through TrustPilot with your order details.
Speak soon - Dean
Ordered from Warehouse
Ordered from Warehouse, but my order was sent from Debenhams. The item itsself was bad quaility, but that is not what I wish to complain about.
The order was placed with correct delivery address, but then sent with Evri and the delivery address missed a line, so did not have the house number or road name, only the Apartment number and postcode. The team have been extremely unhelpful about this, the communication is passed from person to person with each person not reading my emails or understanding the problem. Furthermore, this happened to me twice during two weeks, I re-ordered the item after it being returned to sender and raised the problem with the Debenhams team who were unhelpful and then even when i put my full address in again correctly, they have now been totaly unable to help me resolve the problem and will not authorise my refund DEPSITE me sending a screenshot from Evri showing that the item is being returned to sender. I am also being charged postage. I am very very cross!!!!!!!
October 2, 2024
Unprompted review
Reply from Warehouse Fashion
Hello E. McGill
Thank you for your review. I have replied to the review left on our Debenhams page, requesting further information.
Please reply the message off Trustpilot and I will be glad to look into this further for you.
Thank you
-Stacy
Beware - fraudsters
I should have learnt my lesson from shopping with Debenhams who I vowed never to shop with again as they're committing fraud....I thought even though Warehouse is a partner it might be a different experience, I was wrong.
I previously purchased a 12-month unlimited subscription which included free returns. The subscription is active on my account. When I returned my most recent order I was charged for the return. I emailed customer services to request a refund for the return charge (as I've had to do everytime I've returned an order in the past as the unlimited subscription is never taken account of) and this time I was told they've changed their subscription and no longer provide free returns due to increased shipping costs. I explained this may be the case for any future subscribers but a contractual agreement entered into at the time of purchase cannot retrospectively be changed so I expect free return for the remainder of my subscription. They just kept emailing me loads of fluff about how they know their customers appreciate good value etc. etc. - nothing to do with my request which then became a complaint.
Warehouse and Debenhams are actively committing fraud. Do not support them.
September 9, 2024
Unprompted review
Reply from Warehouse Fashion
Hello Charlotte,
Thank you for the time to leave your review and experience. We value your feedback and will review this internally to ensure we provide the best possible service and quality for our customers going forward.
Unlimited Subscriptions do fall under our Terms and Conditions where changes can be made, including pricing without any prior notice.
Thank you
Aimee
I can’t believe I fell for another fast…
I can’t believe I fell for another fast fashion scam! This is NOT warehouse the brand you know from the 90s, it’s another cheap Chinese warehouse brand with very poor customer service. I still haven’t received a proper confirmation email and receipt for my order, despite multiple emails with the customer care team. They now say the delivery will take 7 working days which was hidden in the t&cs. I need this dress for an important event, and having now understood what kind of company this is I’m not holding out much hope for the delivery or quality!
On their response below: the confirmation email STILL not received, and delivery times are not clearly visible in the ordering process. Customers - use with caution.
September 17, 2024
Unprompted review
Reply from Warehouse Fashion
Hi Kim
Thank you for this review, I'm sorry you feel this way about your recent order.
Our delivery timeframes are not hidden in our TCs and are shown on our delivery information page here:
https://www.warehousefashion.com/pages/informational/delivery
Further to this, when placing an order, the postage options show the delivery timeframes and it is our customers responsibility to ensure the postage service with the desired delivery timeframe is the one chosen during the checkout process. When an order is placed, a confirmation email is sent and we would advise checking your junk and spam folders for this. If a typo is made in the email address entered at checkout, this would account for the email not being received.
Our customer service team are always available to assist with any queries you may have:
https://www.warehousefashion.com/pages/informational/contact-us
Have a great day - Dean
I paid for an order in July and never…
I paid for an order in July and never received it !! I was looking forward to it !! I have sent messages with information and no response!!
July 26, 2024
Unprompted review
Reply from Warehouse Fashion
UPDATE -
Thank you for further details.
The order number you have provided does not correspond with our order numbers. The email address you have provided is also not listed in our system, which means we have no orders linked to your details.
If a payment has been taken for this order, please reach out to our customer service team with your name, email and transaction ID, and they can escalate this to be looked into further.
https://www.warehousefashion.com/pages/informational/contact-us
Thank you
-Stacy
---------------------------------------------------------------------------
Hi Kathleen. Thank you for leaving a review regarding your recent experience with our brand.
We appreciate all feedback, which helps us improve our service.
I’m sorry to hear about your enquiry regarding your order.
I’ve requested more information via Trustpilot; I will investigate this further.
Thank you.
– Andrew
Two Orders Missing was told "Stolen" and "Damaged Beyond Repair" in Transit
I placed two Warehouse orders on August 21/8 and 25/8. I was so looking forward to receiving these items, as they were included in their sale.
As of today 6/9, my two orders are missing. Evri, Warehouse trusted delivery provider, was at my gate on 27/8 to deliver one order and failed to follow delivery instructions. The second order was out for delivery on 28/8, however it was not delivered with no reason cited. I am now without two orders purchased in good faith, with no replacement or refund.
Over the past week, I have contacted Warehouse via their messaging service and received absolutely no viable assistance or updates. Warehouse told me to wait until 15/9, whilst the enquiry towards the status of my two orders is "escalated and investigated". To date, no communication, I am in limbo as to the exact location and delivery date of both my orders.
The customer service I have received from Warehouse associates is appalling. Their lax, indifferent and impatient approach to my genuine enquiries regarding my items purchased in good faith is appalling. In fact, their insincerity is apparent when in one response they referred to me as Angela (not my name).
As I type this review I have received a message from Warehouse stating that one of my orders "seems stolen" and that somehow my item shows "damage beyond repair during transit".
I am still waiting on a resolution on both orders.
September 6, 2024
Unprompted review
Reply from Warehouse Fashion
Update - Thank you for replying with your order details.
I am so sorry for the issues with your two orders. I have contacted you via email to update you.
Thank you.
-Andrew.
Hello J.Harris,
Thank you for taking the time to leave your review. I am sorry to hear you have not received either of your recent purchases, this is certainly not the experience we want for you when shopping with us.
I would like to review this matter further, so I have sent you a message here on TrustPilot so you can confirm your order number and email address.
Thank you
Aimee
Absolute Shambles!!!
What has happened to this company?? I ordered my Daughter’s Birthday present on the 25th August and paid a small fortune for next day delivery. It’s now the 30th and I am still waiting for this order to arrive. I have attempted to contact the customer service department (I use that term loosely) through text, email and instagram and I am getting nowhere. There is no number to call so you can’t speak to anyone. I have then just received an email to say I need to give DPD until the 10th of September for my Daughters present to arrive. Is this some kind of joke?? Her Birthday was two days ago and due this I had no money to buy her anything else. I paid for next day delivery, not 15 days later delivery. Absolutely sickened by this. Avoid spending your money with this lot at all costs!!!
August 25, 2024
Unprompted review
Reply from Warehouse Fashion
Hello Laura, thank you for taking the time to leave a review regarding your recent experience with our brand. We appreciate all feedback to help improve our brand/service going forward into the future.
I'm sorry to hear your daughters birthday gift has not arrived in the expected timeframe however I would love to look into this personally for you. Please can you provide your order number in the request sent as soon as possible for us to proceed.
Kind regards -Millie
Really efficient service
Really efficient service! Rey B couldn’t have been more helpful to sort out my return.
Thank you!
July 29, 2024
Unprompted review
Reply from Warehouse Fashion
Hello Lucy, thank you for taking the time to leave a review regarding your recent experience with our brand. We appreciate all feedback to help our brand/service going forward into the future!
I'm so glad to hear Rey was efficient when resolving your query quickly and left this a 5 star experience!
We can't wait to see you shopping with us again soon! Have a great rest of your week! -Millie
Sent a dress that was completely…
Sent a dress that was completely different to the photos. You can’t speak to anyone so you have to text. Have sent dozens of texts and have gotten 1 reply in 3 days - which was no help at all. Shocking customer service. Will never use again.
June 25, 2024
Unprompted review
Reply from Warehouse Fashion
UPDATE:
Thank you for confirming your details Jean,
I have checked your order and I can see our customer service team have fully resolved this matter for you and provided you with a full refund.
Thank you
Aimee
-------------------------------------------
Good afternoon Jean,
Thank you for taking the time to leave your review, we do appreciate your feedback as we're always looking for ways in which we can improve our services.
I am sorry to hear that the item received did not match the website information, please can you respond to the request which I have sent via Trust Pilot and I will be happy to take a look into this for you.
Thank you
Fiona
Made a big order a few weeks ago
Made a big order a few weeks ago, need to return a lot of it. System sending me between Debenhams and warehouse and not accepting my order number although I’ve copied and pasted it from the order email. Not sure how to contact them now. So frustrating. Update: no response to text or messenger…… email not working. Appalling customer service
June 21, 2024
Unprompted review
Reply from Warehouse Fashion
Hi Janet
Im sorry to hear you are facing issues with your return.
It may be your items have been shipped by a concession, and these would need to be returned back to the seller directly. There should be either a return slip inside your parcel, or instruction on how/where to return. If you can’t find this information, our customer service team can provide further details.
we are experiencing high volumes of emails at the moment, so replies are taking a little longer than ususal. However, if you would like to reply to the message you will have received off Trustpilot requesting more information, I will look into this for you. We will require your order number and email address linked to your order.
Thank you
-Stacy
I wish I’d read the reviews…
I wish I’d read the reviews before ordering. I’ve always loved Warehouse clothes. I made an order and when it arrived felt the quality had really slipped so unfortunately most had to be sent back. I sent my return off on the 4th June, it’s now 21st June and I’ve yet to receive confirmation they have received it, let alone when I’ll get my money back, it’s incredibly frustrating and sadly won’t be using them again.
I contacted customer services last week, only to be told to wait 15 days from date of return, it’s now 17 days, still nada.
Stick to ASOS - prompt returns and always keep you in the loop.
Update: Warehouse have managed to respond to this review within an hour of it going live, but haven’t responded to my email this morning, which does contain the postage receipt… honestly, mind boggling!
June 4, 2024
Unprompted review
Reply from Warehouse Fashion
Good afternoon Claire,
Thank you for taking the time to leave your review, we do appreciate your feedback as we're always looking for ways in which we can improve our services.
We do ask to allow 15 days for the returns to be recieved and processed by our warehouse, if you have not received notification of or your refund by this time we would ask that you get back in touch with your return postage receipt and we will be more than happy to help.
Take care,
Fiona
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