Dorothyperkins Reviews 3,584

If I could score 1 star I would. An absolute scam of a company who are now ignoring my messages. Evri lost a parcel, and despite me providing proof of this to DP they have refused to initiate a refund - initially telling me (4 different people told me this)to contact them on the 15th April where they’d initiate a refund. On the 15th April they said the parcel is on its way and due to be delivered on the 18th April (it isn’t).

I dread to think how they treat vulnerable customers who don’t have the same resolve as me to get my money back.

Avoid ordering from DP / Debenhams.

Very poor experience with Dorothy Perkins. An order that was due to arrive by 12th April has still not been delivered and appears to be missing, with tracking providing no useful updates.

The order included sale items which are now no longer available or have gone out of stock, leaving no option to reorder. Despite this, customer service has advised that the issue will not be escalated and a refund will not be processed until 21st April.

This delay is unacceptable, particularly given the lack of clear tracking information and the inability to resolve the issue promptly. Overall, very disappointing service and poor handling of a lost order.

was first and LAST online order from me

I used to be a huge fan of Dorothy Perkins, I have no idea what has happened but my most recent experience has been insufferable.

Back in January I ordered £300 worth of dresses. My birthday was coming up and I wanted the perfect dress. Being between sizes I had to order more than I knew I would keep. However, having shopped with Dorothy Perkins before and being familiar with their refund policy I felt confident it would be fine.

I returned the dresses I wasn’t planning on keeping promptly. A few weeks passed and I never received a refund. I contacted customer service on Facebook messanger. It was incredibly frustrating. The automated AI messages kept telling me my order was due to be refunded on a date which had passed. It took a while to get past the AI bot but once I did I kept having to explain my situation at least ten times. I provided evidence and explanations multiple times. This was going on for more than a week. Why they couldn’t read the previous messages I’m unsure. Eventually someone listened to me and I got my refund.

Unfortunately I accidentally selected the gift card option for the refund (which was the default option). I was gutted, especially after this experience with customer service, however I accepted that it was my mistake and I shouldn’t have been so hasty!

It won’t come as a shock that I wasn’t in a rush to spend these vouchers. As I didn’t want to go through any refund issues/customer service issues again. However last night I finally thought I should use them before they expire. I popped in three of the gift cards (each item was refunded on a separate gift card sent to me via email) and well would you believe there is a rule that you can only use three per transaction.

I asked customer services if they could combine them but this is out of their control. So now I have over £200 of vouchers split across more than 10 gift cards but can only use three per transaction. That means I’ll have to spend more on delivery/refund costs, and is not good for the environment or surely even DPs own costs?

I want to use my vouchers as it’s my own hard earned money but the hassle and stress I’ve endured is like no other retailer I have brought from over the last few years. I seriously think those who make some of the decisions at the top need to review some of these policies.

After these purchases they will be my last.. and by the looks of these ratings I would strongly suggest anyone reading this saves themselves the hassle!

UPDATE 14/04/2026
After reading many of these reviews I became aware of the pre ticked delivery protection charge. I looked back at my invoice and realised I was fooled by it. You may say my fault for not reading it properly but in today’s busy and chaotic lives it was an easy mistake to make, especially as it’s not something I’ve come across from other retailers. I’ve just carried out some research and a pre ticked charge is illegal! Under UK and EU law customers must opt in to this charge!

Dorothy Perkins are an absolutely sham of a company, I have requested VAT invoices/receipts for orders that I have made with them.
They have confirmed that I have made two orders with them recently but are now demanding £5.00 per order to receive my invoices.
“Disgusting Perkins” clearly despise their loyal customers. It’s hard to believe that a company would demand a ransom for invoices that belong to the customer!
I am a private home shopper, not a company.
I will not be shopping here again, and have already begun recommending that others also avoid shopping with this horrendous company.

Wish there was a minus zero rating. Easy enough to pay but getting a refund is a nightmare. I wish I had listened to the numerous negative reviews. There is no way to contact the retailer for help or update. The most horrible experience

Highly unsatisfied with DP not having telephone number and my order got lost by InPost and i am not getting any priper response from either InPost or Dorothy Perkins and I don’t have my order and neither my money and no one to speak to!!!! I have orderd on the 20th March and order got lost on the 21.3.26 and since I have been trying to get some update but not been successful! That’s me done ever ordering from here and using online shopping! Much rather walk into shops to do shopping! Such a bad experience

If there was a zero rating, that’s what DP would get. Easy to order and pay but the items then arrived from 5 different providers and all poor quality. The returns process was the most difficult I’ve ever encountered with negotiating their online return portal, having to return the items to 5 different providers using 5 different return methods and now still waiting for my refund money 3 weeks after the return is showing as recorded. I’ll never order form DP again.

My returns are not being refunded, there is no telephone number to contact Dorothy Perkins and their customer response is automated. Do not order from them unless you are happy to never be refunded for returns.

Contacted DP to query returns charges before I placed a large order. They were not able to confirm the charges I could expect until I’d actually placed the order which I am not prepared to do! Not transparent at all, won’t be ordering. Rather disappointed.

Wish I had checked on here before ordering. I’m now £70 out of pocket. DON’T ORDER

The item I ordered was faulty and needed to return. The returns process is the Worst Ever . Once Evri had returned it to the warehouse which worked perfectly it went down hill . To ask about your return there is NO EMAIL NO CONTACT NUMBER AND ONLY MESSENGER USING AI. ON WEBSITE IT SAID I WOULD RECIEVE AN EMAIL ONCE RETURNED BUT NOT A WORD. .MESSENGER TELLS ME THERE ARE LOTS OF RETURNS AND TO BE PATIENT . I WILL NEVER ORDER FROM THEM AGAIN

Absolutely shocking service! Am still awaiting a refund of £90 which was apparantly processed 5 days ago. Am unable to speak to anyone. Beyond a joke, DO NOT PURCHASE from DP

Good evening order a pair block black shoes and floral dress back in
Sept 25 I kept the dress very nice but sent the block black shoes I have sent severals email with screenshot of the shoes stating they have been recieved back but still to no avail no refund recieved it’s very frustrating upsetting that you still not sent my refund from last year. Please forward this refund's to me urgently this is very annoying 😡😡

chasing up a refund for a return on 16th Feb, received a partial refund. no response to online social media messages. sent them a further message on chat stating they have now breached Consumer Rights Act 2015. Lets see if they respond to that! Dorothy perkins was my go to store back on the day, not the case anymore.

Poor poor poor customer service.

Cannot get hold of them to get a refund. Sent various messages via their text service. Told to wait for 15 days which I have done and still nothing. Contacted again and now they are not responding. Appalling service.

When DP's had actual shops, the clothes were brilliant, their sizing was always perfect and consistent.
My recent order was really big, so needed to be sent back.
Appalling refund service, it took 3 weeks to receive the money back into my account and the only communication I received was an AI bot! I certainly will not be using again. Disappointing.

I had sent some items for return and the website has a "by Default" Selection of refund to gift card hidden somewhere. When i raised this with customer service 3 days back and told them I couldn't afford to lose this kind of money in gift card, i was told they they had initiated a refund to the original card now. Attached is the screenshot as proof. Today when I followed up again, they completely denied and now telling me again that it's in gift card! Why was I lied to in the first instance? And why is the default gift card option chosen? Is it con people into buying more stuff from them ? And why was I lied to that my request was accepted?

I've been buying from them for so long but this experience will ensure I put a stop to it, unless it's resolved. This is regarding order number DUX051871668. Kindly help.

£5 delivery charge for a pack of mascara. Appalling.

I ran into a bit of trouble with my email address, which made it hard to return the items. Luckily, I chatted with Kai on the DP business chat, and a lovely lady helped me sort out the return for dresses from DP and Isabel London. They are on their way! Thank you, Kai.

Faulty clothing received with other poor quality items. Customer service DREADFUL - took 4 days of negotiations as they offered me 50% refund as a goodwill gesture for receiving an item unwearable due to faulty zip. Their returns portal does not work, no help over telephone (just Messenger). I still have no guarantee of a full refund despite having only received the order and trying to get help. I WILL NEVER USE DP AGAIN OR ANY OF THEIR SISTER GROUPS.