Useless customer service team you would be better talking to a loaf of bread which would have a higher IQ. If you return anything to these idiots dont expect to get your money back, you can phone, em... See more
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Based on these reviews
Update to my last post re excuses. I'm a new customer. My shoes arrived today, ordered 27th August 2025, but I do admit to pressing call handler when chasing order that I wanted to speak to a Superv... See more
After two weeks, I still haven’t received my order. I never even got an order confirmation email — it feels like nothing was processed at all. I’m honestly questioning what kind of business this is. A... See more
I ordered a pair of pants, unfortunately I ordered Navy Instead of Black. I returned the Item and requested a replacement pair on the enclosed return slip. Since then I have had no communication from... See more
Company replied
Company details
Written by the company
Traditional clothing, underwear and shoes for men and ladies plus range of personal hygiene, mobility and lifestyle products.
Contact info
Unity Grove, L34 9AR, Prescot , United Kingdom
- 01515490320
- enquiries@chums.co.uk
- www.chums.co.uk
1.4
Bad
1K reviews
Replied to 53% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Non delivery
Ordered a pair of trousers 3-5 working days, now been 10, delivery firm still not received. Must be coming from China...cancelled immediately. LEAVE WELL ALONE@
April 15, 2026
Unprompted review
Reply from Chums
Thank you for your review. I am really sorry to hear about your experience and understand how frustrating this delay will be.
Please be advised that whilst some delays can occur due to high demand or processing issues, this should have been communicate clearly to you.
I would like the opportunity to look into this further to understand what went wrong on this occasion and to ensure that a refund has been processed. It would be appreciated if you could respond to my request of further details so that I can investigate this matter.
Please accept my sincere apologies for the inconvenience caused.
Kind Regards,
Rachel
Chums Ltd
AVOID
Tried several times to become a new customer .. ..but failed.
No reply or even acknowledgements to 2 emails. Cut off during two phone calls.
I refuse to give my personal information so CHUMS can first “create an account” just to tell me the price!
If you have to phone them dial Freephone 0800 033 2000
Do not dial their premium 0871 numbers because you will probably wait ages while they make money charging you 13p a minute plus a network access charge.
April 14, 2026
Unprompted review
Reply from Chums
Thank you for your feedback and I am really sorry to hear about your experience.
I understand how frustrating it must have been to have not received a response via both email and telephone and would like the opportunity to put this right.
Please be advised that prices for our products are available to view without the need to create an account. Prices are clearly displayed in our catalogue, on our advertisements and on our website when browsing online.
I have requested information via the Trustpilot platform - if you're open to it and still require assistance, please respond to this request with your details so that our team can handle your enquiry promptly and without any further inconvenience.
Kind Regards,
Rachel
Chums Ltd
Poor quality from Farah !
Not a reflection on Chums per se but not happy with the quality of the two pairs of Farah 'Classic' trousers.
Having bought two pairs previously from Matalan and found them to be excellent, they are obviously making these elsewhere. India to be specific . The cloth is of poorer coarser quality. Poorer cut and they crease easy. Disappointed !
Had a pair of Pegasus shoes which are OK but I'll see how they wear ?
April 10, 2026
Unprompted review
Reply from Chums
Thank you for taking the time to share your feedback, we're really sorry to hear of your disappointment with the quality of your purchase.
We understand how frustrating it can be when a product doesn't meet your expectations. Your comments regarding the fabric, cut and overall quality have been noted and escalated to our quality control department.
If there is anything that we can do to assist further, including arranging a return for a refund or exchange, please do not hesitate to contact us on enquiries@chums.co.uk
Kind Regards,
Rachel
Chums Ltd
Arrived quite quickly and delivery good…
Arrived quite quickly and delivery good in all aspects. Good tracking and notifications. Front opening Bras are a really good fit and comfortable too. Reasonable price.
April 1, 2026
Unprompted review
Reply from Chums
Thank you so much for your lovely feedback! We are pleased to hear that your order arrived quickly and that you found the tracking notifications helpful.
It's great to know that your purchase is comfortable and found them good value for money.
We really appreciate you taking the time to share your experience and hope to welcome you back to Chums again soon!
Kind Regards,
Rachel
Chums Ltd
Tried to order from you
Tried to order from you, chose item, got as far as paying but everything went wrong. Couldn't pay. System did not work. In fact nothing worked; cancelled order, at least, I hope I did, but as nothing was functioning decided it was all a scam and left the site. Hope my card has not been touched
April 2, 2026
Unprompted review
Reply from Chums
Thank you for your review, we're really sorry to hear about your experience.
From initial review, it does sound like something went wrong during the checkout process. Please be assured that if a transaction wasn't completed successfully, your card would not have been charged.
We'd like to look into this for you and ensure that everything is working as it should. If you're happy to, please respond to our request for more information so that we can investigate this.
Thank you for bringing this to our attention and we are sorry again for the inconvenience caused.
Kind Regards,
Rachel
Chums Ltd
Absolutely appalling service.
Absolutely appalling service.
You have received numerous phone calls from me and emails. You must be able to recognise my orders through my email address. You state that all your phone calls are monitored and I asked that you listen to these calls regarding my complaints.
April 1, 2026
Unprompted review
Reply from Chums
Thank you for your review. We’re very sorry to hear about your experience and that our service did not meet your expectations. This is certainly not the standard we aim to deliver.
We would appreciate the opportunity to understand what went wrong and to ensure that a resolution is reached. I have requested your details via the Trustpilot platform so that we can investigate this further.
Thank you for bringing this to our attention and we sincerely apologise for the inconvenience caused.
Kind Regards,
Rachel
Chums Ltd
I've ordered several items from Chums…
I've ordered several items from Chums over many years. This time my order has been delivered to my old address ( which I left 12 years ago! ) Sent an email to them about this, but not even the courtesy of a reply. Doesn't appear they're remotely interested in putting this right
March 19, 2026
Unprompted review
Reply from Chums
Hi, We havent received any email from you, our email address is enquiries@chums.co.uk. The address we have for you is where the parcel was sent to, this information would be on your confirmation email, please contact us via email or by calling us on 03333 55 44 55 and we can look into this further for you and update your address, Kind Regards
Waste of money.
I bought 2 Chuckle Chums for my daughter's & boyfriend's small dogs at Xmas as they love interactive toys. Neither worked. There was no vibration & the sound was crackly. The batteries are also very difficult to access. The 1 was chewed & the stuffing came out so the hard plastic mechanism was exposed. A total waste of £30.
December 25, 2025
Unprompted review
Reply from Chums
Hi, I dont think you have the right company sorry, we don't sell Chuckle Chums for dogs, We are a clothing and home company, this is not our product. Kind Regards
Dreadful all round, profit above all
Apart from the fact that their goods are of poor quality, I have reported six or seven times that their login on the website doesn't work, and wasted hours on it.
You are then forced to phone up to complain at 13p a minute, when they are at fault, not you.
Really bad company, really bad customer service.
March 13, 2026
Unprompted review
Reply from Chums
Thank you for your review, we’re really sorry to hear about your experience and appreciate you taking the time to share this feedback.
This is not the standard of service we aim to provide and we apologise for the frustration caused when trying to access our website.
I have requested further information from you via Trustpilot & would appreciate if you could respond with the details required at your earliest convenience so that I can look into this further with our web team.
Thank you again for bringing this to our attention & we look forward to putting this matter right.
Kind Regards,
Rachel
Chums Ltd
Customer service
Checked for item on website, item "in stock" and delivery will be in 3-5 working days. Ordered items on 28 Feb 2026 so should be delivered by 5 Mar 2026. After phoning Chums on 12 Mar 2026 to find out when I will receive my order I was told it is now in stock and will be delivered in 3-5 working days. You cannot believe the website when it says "in stock". You cannot expect Chums to keep customers informed about any delays.
Overall Chums customer service is non existent. Will never order from them again. 13 Mar 2026 and still waiting for delivery. Chums say "I have requested further information from you via this Trustpilot platform" Cannot reply as I have not received the request.
March 13, 2026
Unprompted review
Reply from Chums
Thanks for your review. I'm very sorry to hear of the delay with this item. I'm also disappointed to hear you feel our customer service is non-existent. This isn't the standard of service we aim to deliver and would like the opportunity to look into this for you. I have requested further information from you via this Trustpilot platform and would appreciate if you could respond with the details required as your earliest convenience.
Cheap quality failed quite early
Cheap quality failed quite early, worse than that customer service just ignored me. I would never buy anything from this company again.
March 7, 2026
Unprompted review
Reply from Chums
Thank you for your review, I am really sorry to hear about your experience and I am disappointed to read that your order didn't meet your expectations.
I am also concerned to hear that you felt ignored when contacting our customer service team, this isn't the standard of service we aim to deliver and would like the opportunity to look into this and put things right.
I have requested further information from you via this Trustpilot platform and would appreciate if you could respond with the details required as your earliest convenience.
Kind Regards,
Rachel
Chums Ltd
Appalling Customer Service
Where do I start !
I ordered 2 pairs of jeans ( have used Chums before with no issues)
1 pair arrived faulty ( sticky tape was stuck on them where they had not been hemmed-presumably denoting a faulty item )
I sent them back and a replacement was despatched via Evri ( obviously not boding well at this point !) and was left in a bin somewhere even though my NHS place of work for delivery is open 8am-10pm seven days a week !
Various emails and phone calls later a 2nd replacement was despatched and finally arrived nearly a month after the order was placed !
I thought that was the end of the sorry saga but no ! When getting my phone bill I found that the cost to the order/enquiry line ( which Chums had requested I call back on to sort out this mess ) had cost me over £23 -basically another pair of jeans !
So Emails went back and forth -I was not happy to accept a paltry £2.75 they offered me ( or the offer of free postage on my next order -they are delusional thinking they are getting any more business from me!)
They took no responsibility for the complete fiasco from start to finish and I have no qualms in advising anyone not to order from them as their customer service is absolutely appalling!
Chums response to my review is an absolute joke ! No acknowledgment that if they hadn’t sent a sub standard faulty item out originally then none of the above would have happened ! It’s a copy and paste generic response which goes no way towards them taking any responsibility or restoring any faith in their company !
January 4, 2026
Unprompted review
Reply from Chums
We were very sorry to hear that you have experienced problems with your order
Please accept our sincere apologies for all the inconvenience and frustration you have encountered in this situation.
We hope to assure you that the service you have recently received is not representative of our normal high standards. The cost refunded was for the calls at 13p per minute any other charges where from you phone provider. Thank you for your feedback.
Pair of slippers (finally) arrived
Pair of slippers (finally) arrived, almost a month after being ordered, and I object to being bombarded with emails to buy more clothes from them before I've even received my first order. My first and last experience with them.
March 3, 2026
Unprompted review
Reply from Chums
Thanks for your feedback. I'm sorry to hear there was a delay with this delivery. With regards to the emails, we'd like to investigate this for you straight away and arrange for a member of the team to call you to help with your situation. If you could please provide your contact details as soon as possible via Trustpilot private message that would be appreciated.
I only gave Chums one star because I did not think I could give them no stars.
I only gave Chums one star because I did not think my rating would work if I gave them zero. I bought 2 pairs of shoes from them in August. I wore the blue pair but within 3 months the sole split and let in water. They did give me a refund on this pair as a "goodwill gesture". So I then started wearing the beige ones and they too split and let in water. No refund this time. They "could not deviate from their policy" of not giving refunds after the three month period has elapsed. I explained that I only wear one pair of shoes at a time ( presumably like most of their customers). I cannot deviate from my policy of honestly reviewing there shoes - but do not have a three month limitation on recounting my experience.
March 2, 2026
Unprompted review
Reply from Chums
Thank you for your feedback, I am so sorry to hear about your experience with both pairs of shoes. I understand how disappointing this will be, especially as you had already encountered this issue previously.
I am pleased that we were able to offer a refund on the first pair as a goodwill gesture, but I do appreciate how frustrating it must have been when our customer care team did not offer the same resolution for the second pair due to our returns policy timeframe.
I have escalated your feedback to both our product and customer service teams. I have also requested further information from you via the Trustpilot platform, so that our customer care team can review your case again and see if there is anything further we can do.
Kind Regards,
Rachel
Chums Ltd
Poor customer services
PLEASE NOTE YOU HAVE SIX EMAILS WITH ALL THE DETAILS. NOTHING ELSE TO GIVE
They have withheld an elderly ladies money as they sent a refund cheque with wrong name on it. I have POA to deal with her problems due to her poor hearing. They don’t accept me and keep telling me to get her to ring. They owe her money as the goods were not available. Don’t use them if you don’t want to lose money
I hope whoever owns them steps up and stops their poor customer service.
They want you to ring as it is an expensive call. Don’t.
February 13, 2026
Unprompted review
Reply from Chums
Thank you for your feedback, I am very sorry to read that this situation has occurred.
Please be assured we would never intentionally withhold a customer’s refund. If a cheque was issued incorrectly, this is something we want to correct as quickly as possible.
With regards to Power of Attorney, we are required to follow data protection & security procedures however, you can provide us with a copy of this document which we can keep on record, meaning that you will be able to deal with our customers account on their behalf moving forward.
I have requested further information from you via the Trustpilot platform and would appreciate a response at your earliest convenience with the details required so that I can ensure that this matter is resolved as quickly as possible.
Kind Regards,
Rachel
Chums Ltd
I good service . Can't knock it
I take back what I initially put on, the coat is now in stock and I've ordered and paid for it. Must be my impatient nature. But everything is good with me. I get an happy husband now.
February 25, 2026
Unprompted review
Reply from Chums
Thanks for yoru feedback. I'm very sorry to hear of the issues encountered whilst enquiring about this item. We'd like to investigate this for you straight away and arrange for a member of the team to call you to help with your situation. If you could please provide your contact details as soon as possible via Trustpilot private message that would be appreciated.
Satisfied customer
Was easy to process order, good price and value, fitted perfectly and delivered in 48 hours from ordering thanks. Not had to use customer services so far hope you can improve according to previous reviews obviously letting you down
February 21, 2026
Unprompted review
Reply from Chums
Thank you so much for your great review. I am pleased to hear that you found the ordering process easy and that your item fitted perfectly. It's also amazing to know that your parcel arrived so quickly, this is the service we aim to provide.
Thank you again for shopping with Chums! We do hope to welcome you back again soon.
Kind Regards,
Rachel
Chums Ltd
Terrible experience
Terrible experience, wasting time on the phone to run up the bill as it's a paid line. Gave a return code that didn't work. Avoid avoid avoid.
February 21, 2026
Unprompted review
Reply from Chums
Thank you for your review. I am sorry to hear about your experience and appreciate you taking the time to share your feedback.
It is never our intention to cause inconvenience or for our customers to feel they are being kept on the phone unnecessarily. I can only understand how frustrating this situation has been, especially after spending time to resolve this issue.
I have requested your information via the Trustpilot Platform & would appreciate if you could provide the details requested so that I can look further into this and ensure that any outstanding issues are resolved as quickly as possible.
Kind Regards,
Rachel
Chums Ltd
I dont want to even give 1 star
I dont want to even give 1 star !
You are absolutely diabolical
You have stolen from my elderly mother ! And from what I can see in the reviews 100s of others ,
Ordered and paid for boots , they cashed the cheque but she never received the boots which seems to be a ongoing situation based on the reviews,
Absolutely disgusting,
February 16, 2026
Unprompted review
Reply from Chums
Thank you for your feedback, I'm really sorry to hear about your Mother's experience. I completely understand how frustrating this must be and this certainly isn't the service which we expect our customers to receive.
I would like to look into this and resolve the matter as quickly as possible. I have reached out via the Trustpilot Platform to request further information and it would be greatly appreciated if you could respond with the details required.
I look forward to resolving this for you.
Kind Regards,
Rachel
Chums Ltd
Absolutely terrible experience I will…
Absolutely terrible experience I will never order from these again - customer service is terrible. Bought 2 items returned them both items and never got full refund.
Order numbers - 6134611 & 6134665
I made a number of phone calls to the call centre to be told they would process both refunds only to receive a partial refund.
December 2, 2025
Unprompted review
Reply from Chums
Thank you for your review. I am sorry to hear of your recent experience.
This is not the service we aim to provide our customers with and would like the opportunity to put this right.
I have requested further information from you via the Trustpilot platform and would appreciate a response at your earliest convenience with the details required so that a resolution can be reached as soon as possible.
Kind Regards,
Rachel
Chums Ltd
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