Bought a monsoon black bandeau dress . Received a white laced dress. No customer service available. Charging delivery insurance with preticked boxes which is Completely illegal. Kept one top from 10 i... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Terrible customer service via AI. You can't speak to a human adviser. Be warned, I shopped online at Dorothy Perkins and got charged £3.99 'Delivery Protection' via a pre-ticked box. Under consumer pr... See more
Company replied
Sadly, DP has gone down hill drastically. They have no phone number and no email address. They only have social media messenger which is answered by AI and never actually answers your question. When a... See more
Company replied
I'm waiting for full refunds for 2 orders totaling £140.82. As has been the case yet again DP customer service is beyond appalling. With no actual useful contact only bot assistance. Rebecca who... See more
Company replied
Company details
Information provided by various external sources
With a great collection of affordable, feminine womens clothes updated daily in sizes 6 to 22, Dorothy Perkins offer dresses, maternity clothing, boots, tops, cardigans and coats.
Written by the company
Contact info
United Kingdom
- www.dorothyperkins.com
1.6
Bad
4K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Absolute scammers...still awaiting refund nearly a month later
Absolute scammers...order items that turn up separately from different"brand partners" ..returned all but 1 item back in November and I'm still waiting for my refund I've contacted and contacted and been told refund in process for various items...Absolute shambles!!!! Do not order from this company
December 20, 2025
Unprompted review
Reply from Dorothyperkins
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that you have had some issues with your refunds.
I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Many thanks,
- Rebecca
I ordered 4 dresses and only 2 arrived
It is now 26th January and still no response, oh wait, that is not quite true. This is what I received on 17th January when I chased them again on "Our Customer Service team will respond to your email as quickly as possible between the hours of 7am - 10pm UK time, 7 days per week". Looks like I will be taking them to court, not just for the cost of the dresses not received but for my time of chasing, £15 per letter/communication and the £35 fee of submitting said small claims.
TO BE CLEAR this order was placed on 9th November 2025. So 2 months is the usual for a reply then? 56% of your reviews is about poor performance in regards to refunds and returns. You are clearly in breach of many laws DP. I ordered 4 dresses and only 2 arrived. I measaged on whatsapp and got their autobot saying all 4 were dispatched, which isnt true. I have emailed 3 times, whatsapp and fb messenger them and no reaponse. I love DP dresses, but this experience has made me realise with no customer call number issues like these will not be resolved. Effectively DP have stolen/committed fraud and gone silent. Do not buy from them.
November 11, 2025
Unprompted review
Reply from Dorothyperkins
Hello Ceri,
Thank you for taking the time to leave a review, and I am sorry to hear that you have yet to receive all of the items in your order.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Returned 5 dresses only refunded me for…
Returned 5 dresses only refunded me for 4 dresses ,emailed them twice but no reply not happy .update dorothyperkins have refunded the missing dress thank you
November 26, 2025
Unprompted review
Reply from Dorothyperkins
Hello Julie,
Thank you for taking the time to leave a review, and I am sorry to hear that you have yet to receive your full refund.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Poor customer service
One of the worst customer services ever. The items arrived in poor quality and wrinkled. When trying to resolve the issue, the customer service did not cooperate and did not refund my postage costs, so trying on these items has cost me, and it is not supposed to. Thus, it is not worth buying from this company when there are many online retailers that offer free returns. I will watch out to see if they refund the money for the items in due course.
I will not buy from them again.
December 10, 2025
Unprompted review
Reply from Dorothyperkins
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that the items arrived in this condition.
I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Many thanks,
- Rebecca
Never again
Bought a monsoon black bandeau dress . Received a white laced dress. No customer service available. Charging delivery insurance with preticked boxes which is Completely illegal. Kept one top from 10 items. All extremely poor quality items. Some with the do not remove tags already loose in the bag. Should be shut down immediately. Save the stress, anxiety and youre money from buying from this awful store. Ive no doubt they are going out of business soon
December 13, 2025
Unprompted review
Reply from Dorothyperkins
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that you have received an incorrect dress, and that you are unhappy with some of the items in your order.
You can return any unwanted items back for a refund using the online returns page linked below, as well as the incorrect dress received.
https://dorothyperkins.myreturnsportal.com/search-order
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. You can contact us using the link below from the website.
https://www.dorothyperkins.com/pages/informational/contact-us
We have recently introduced a new option at checkout for additional protection for your parcel with Swap protect. Customer’s do have the option to opt-out of this if they don’t wish to purchase before checking out, and it is a customer’s responsibility to ensure you are carefully reading and understanding the options available before continuing to the next page/step.
We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
No Refund - Impossible to Contact Store - Zero Customer Service
I returned a coat to DP (DUX047214531). Royal Mail tracking shows it was delivered back to them but I haven't received a refund. There is absolutely NO WAY of contacting them. On the website, it says there are 3 options, there is actually only ONE, which is Facebook. I'm not on Facebook. The other link to Messenger is broken, with an error code coming up. I'm absolutely disgusted that this is the way customers are being treated, there is zero customer service and it seems that the retailer is trying very hard to make it impossible for people to contact them to resolve any issues. Happy to take your money but reluctant to give it back when they actually send the wrong size item. If this review is read by DP I would appreciate some form of contact or information about how I can actually get to speak with someone!
December 2, 2025
Unprompted review
Reply from Dorothyperkins
Hello Diane,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been a delay with your refund. I can see that our customer services team have been in touch via email to advise on your refund, which will have been back in your original payment account no later than 14th December.
Take care
- Rebecca
Customer service member Kai was very…
Customer service member Kai was very quick to respond, was to the point and did not waste my time
December 12, 2025
Unprompted review
Reply from Dorothyperkins
Hello,
Thank you for taking the time to leave us a 5* review!
I’m so pleased Kai was able to provide you with a wonderful customer service experience. Positive feedback is great to hear, and we appreciate your kind words.
Thank you and take care.
- Rebecca
No way of contacting them
Sadly, DP has gone down hill drastically. They have no phone number and no email address. They only have social media messenger which is answered by AI and never actually answers your question. When asked to speak to someone, AI tells you they’re very busy and no one ever gets in contact. I’m still waiting for my refund and looking at legal advice now as there’s no way of contacting them.
December 12, 2025
Unprompted review
Reply from Dorothyperkins
Hello Emma,
Thank you for taking the time to leave a review, and I do apologise for the delayed response from our team regarding your refund.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Terrible
Paid for next day delivery (should have been delivered 10th Dec). Hasn’t even been dispatched yet and seems impossible to get any sort of update from a human. DUX048554405
Edit, arrived 12th Dec. Please refund the next day delivery cost.
December 10, 2025
Unprompted review
Reply from Dorothyperkins
Hello Page,
Thank you for taking the time to leave a review, and I am sorry to hear that there was a delay with your order. Although the majority of our orders are delivered within the timeframe selected at checkout, delays with them do sometimes happen that are out of our control.
I have refunded the next day delivery cost for you now for £6.99, and this will be back in your original payment account no later than 23rd January.
Take care
- Rebecca
Despite having paid £9.99 for the…
Despite having paid £9.99 for the annual unlimited delivery service, I was still charged £6.99 for next-day delivery. I later discovered that this delivery service does not operate on Saturdays. I subsequently received an email advising that my delivery had been delayed, yet the £6.99 delivery charge was still applied and has not been refunded.
I have attempted to contact customer support via both Messenger and email; however, I have only received automated responses which do not address the issues raised.
In addition to the delivery concerns, the item I received was incorrect — I was sent the wrong jumper.
At this point, the service provided has fallen well below an acceptable standard, and the failure to deliver the goods as agreed constitutes a breach of contract. I am requesting:
A refund of the £6.99 next-day delivery charge
Resolution regarding the incorrect item received
A proper response from a customer service representative
If I do not receive a satisfactory response within a reasonable timeframe, I will escalate this matter further, including seeking advice from Citizens Advice before taking appropriate next steps.
December 5, 2025
Unprompted review
Reply from Dorothyperkins
Hello,
Thank you for taking the time to leave a review. I am sorry to hear that there was a delay with the delivery of your order, and that the item received was incorrect.
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Items didn't arrive, need refund
5 items never arrived but the AI is telling me that they have all been delivered! Can't get through to an actual person and I am >£100 out and left with no christmas gifts
December 9, 2025
Unprompted review
Reply from Dorothyperkins
Hello Farah,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been a delivery issue with your order, especially as these were gifts for Christmas.
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor. Please reach back out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.dorothyperkins.com/pages/informational/contact-us
Take care
- Rebecca
Awful customer service
I ordered from here at the end of October and returned the clothes 20 business today and still no refund. It is very poor customer service. I will not be ordering from here again. Saying that they are busy is a cop out and their is simply no excuse for how they treat their customers. I am beginning to think that this entire company is one big scam. Do not use. Stay well clear.
Order number for dorothy perkins in case they are interested DUX045596175
November 11, 2025
Unprompted review
Reply from Dorothyperkins
Hello,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again.
I can see that the refund for your return has been issued, and will have been back in your original payment account no later than 4th December.
Take care
- Rebecca
Bo unlimited delivery.
I have unlimited delivery on my account yet when I try to place an order, every delivery option is chargeable. I cannot order an item I want for Christmas as I refuse to pay for delivery. Contacted the ‘customer service’ for what it is but I highly suspect I will never hear from them. Meanwhile, I have paid for a service that I am not benefiting from. Absolute joke!
December 5, 2025
Unprompted review
Reply from Dorothyperkins
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that you are having issues with your delivery service.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
I rated this a one star as there was…
I rated this a one star as there was not a zero option. I messaged them over 3 weeks ago as I was having issues returning products ordered on Dorothy Perkins. 6 emails and 5 wattsapp messages later I am still waiting for a response. I also wanted to know why I had ti send my products back to 3 different places each with a £1.99 return fee, when I ordered them from the same place. They obviously don’t feel customers are that important as there isn’t a number you can ring to speak to a human being. Given their atrocious customer service I can figure out why. They said they were busy yet have sent an email asking if I still needed help and if so provide my order number which has been in every message I’ve sent. Given they haven’t responded I would have thought they knew the answer to that. I escalated it to a complaint because I know they have to respond sooner still nothing. I explained that the deadline for return was fast approaching that has now passed. I am never ordering from anything to do with Debenhams again. I shall keep emailing them in the hope I get my refund before the end of 2026!! Such a shame Debenhams used to be such a trustworthy company. But now I would warn everyone to Steer clear!!
November 15, 2025
Unprompted review
Reply from Dorothyperkins
Hello Vicky,
Thank you for taking the time to leave a review. We do operate as a marketplace to offer a wide range of products at a great price from our concessionaire brands, which does mean that returns need to be organised with the concession. This information is available to be viewed before an order is placed on the website.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Bad service
Bad service. Paid next day delivery, but still didn’t receive my order. Contacted the actually delivery company and they said my parcel is still with the sender, so make it make sense. Contacted the IMessage channel and the AI kept saying wait till 9pm, which I did, and once I messaged them again, I got no replies.
December 6, 2025
Unprompted review
Reply from Dorothyperkins
Hello Tania,
Thank you for taking the time to leave a review. I am sorry to hear that there was a delay with the delivery of your order, especially as you ordered this for next day delivery.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Not got my refund
I ordered 2 jackets from them and returned them immediately so i can get my refund and buy something different but since then I'm waiting for my refund and got nothing back. They confirmed on 24th November that they got my return back and processed my refund but its been 13 days and got nothing back in my account. You can't talk to anyone because they have AI and it jeep repeating the same thing. AVOID DOROTHY PERKINS!!!
November 24, 2025
Unprompted review
Reply from Dorothyperkins
Hello Jona,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor. We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
SCAMMERS. DO NOT BUY FROM HERE
How do I get in touch with this crappy customer service???? I have a refund to organise but YOUR REFUNDS PORTAL DOES NOT WORK.
ITS ORDER Order Number: DUX046976551
scammers!!
December 7, 2025
Unprompted review
Reply from Dorothyperkins
Hello Maya,
Thank you for taking the time to leave a review, and I am sorry to hear that you have had an issue with our returns page.
Please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.dorothyperkins.com/pages/informational/contact-us
Take care
- Rebecca
Honestly the worst customer service!
Honestly the worst customer service ever! The company is an actual scam. I assumed it was the same Dorothy Perkins I’ve shopped in for many years- It’s not. I placed a large order on 27/11/25, my order number is DUX047458457 the order was due to be delivered on 4/11/25. I have had not one dispatch email or tracking details. The AI messages were trying to convince me it would be arriving yesterday by 9pm. Shock alert- it didn’t! Customer service via email have now said it was never actually dispatched and there is a “delay”. Terrible terrible terrible! I have had to raise a card dispute with my bank as a fraudulent transaction. Debenhams, Dorothy Perkins and BooHoo are all scam companies and websites. Beware and do NOT buy from them. Save yourself the hassle
**Update**
8/11/25 parcel finally arrived. Ordered 28 items 9 arrived and it’s says complete order. Absolute scam! Putting through a claims on my credit card tomorrow. Disgusting company. They should be ashamed of themselves just stealing peoples money!
December 1, 2025
Unprompted review
Reply from Dorothyperkins
Hello Danelle,
Thank you for taking the time to leave a review. I can see that you have placed your order on super saver delivery. This can take up to 10 working days for the delivery, meaning the estimated delivery date for your order is 9th December.
Your order has been dispatched in four parcels. Two have already been delivered on 29th November, and 1st December. The remaining two are on their way, and will be with you soon.
Take care
- Rebecca
Terrible returns experience
I went through their inpost returns procedure, which means I got texts and emails from inpost advising me each step and when the item was received back to the warehouse.
After a week I chased this as I had no refund and it wasn't cheap - nearly £70 - but the AI kept telling me when the item was received it would be refunded. I asked to be transferred to a person and was told there was a wait (this was 3pm yesterday, it's now 1pm) I've sent a follow up message with no response.
I've provided the inpost tracking and followed their guidance so I'm really annoyed (and out £70!)
December 4, 2025
Unprompted review
Reply from Dorothyperkins
Hello Becka,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Good service
December 3, 2025
Unprompted review
Reply from Dorothyperkins
Hi Christine,
Thank you for taking the time to leave us a 5* review!
I’m so pleased to hear you are happy with the service. Positive feedback is great to hear, and we appreciate your kind words.
Thank you and take care.
- Rebecca
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.