Really nice items and shop, but recently bought items online and there were no shipping updates after 3 weeks and after writing several emails it took them a long time to respond. They ended up refu... See more
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
See what reviewers are saying
Lovely staff and such an amazing collection with lots of Archive designers and brands! The setting is very ambient and calming too
Fast shipping and item came in exact same condition as the description stated. Not 5/5 because they said all tax and duties are included within shipping fees but I still had to pay import fees on the... See more
I ordered a shirt from FILES LONDON with express shipping. The package came in 2 days as they said. I'm very happy with my order. The only thing that im not really happy with is the lack of informati... See more
Company details
Written by the company
FILES LONDON. Archive & Vintage. We've been experiencing a stream of negative reviews from customers shopping with another business.
Contact info
United Kingdom
- www.fileslondon.com
3.5
Average
62 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great customer service
Great customer service. Gave me free next day shipping so I could receive my item before I left for holiday. Item came before 9am as promised and it’s as pictured. Very happy!
February 25, 2022
Unprompted review
Worst experience buying something
Never received the item I bought. After continuously being lied to by the costumer support that rarely answered it took many months to get my money back. Don’t buy anything from here not a serious business.
February 1, 2022
Unprompted review
Good service
Good service. Refunded shipping after delay from Royal Mail
December 17, 2021
Unprompted review
I live in London,it takes 5days to ship…
I live in London,it takes 5days to ship and never arrived. They didnt have any tracking ID. They sent the wrong Track ID’s of other customers and they ignore messages most of the time. If you paid extra for fast ship don't worry about it they don't send it on time. It's 2 weeks already I didn't receive my item and they barely respond their messages
December 17, 2021
Unprompted review
I paid for 1/2 days of shipping and…
I paid for 1/2 days of shipping and they pu 4 days so i lost my money to pay a shipping more expensive and i had to pay customs duties in addition.
November 30, 2021
Unprompted review
Reply from FILES LONDON
Hi Yann,
You ordered during Black Friday which is our busiest time of the year.. unfortunately being a small business around this period processing times to dispatch order is 2-3 working days which can be found on our 'SHIPPINGS & RETURNS' page.
With regards to the custom duties added on top, this is due to the UK no longer being in the EU so therefore all orders will incur customs to be paid.
This is now resolved and all customs & duties are included in the costs of the products.
Really happy with the items I received
Really happy with the items I received, great price for such high quality pieces! I bought three things, one had a few marks on and a tiny hole in the sleeve but these were all photographed on the website so I knew exactly what to expect! Overall really happy!
October 22, 2021
Unprompted review
Great selection of clothes!
Great selection of clothes, can sometimes be a little slow on shipping, but worth it, always my go to for vintage!
October 20, 2021
Unprompted review
Don’t understand how it can be so hard to ship stuff
Ordered two weeks ago and no item, luckily paid through PayPal so can open a case. Wouldn’t recommend buying and if you do use PayPal so it’s easy to get money back. Shame cus they sell such nice stuff
October 15, 2021
Unprompted review
Save your mulla and buy elsewhere i beg of you
Ordered an stone island jumper which did not arrive despite numerous emails. I then DMed the company asking for an update and received a reply saying they would look in to it. the item still didn't arrive and they would not reply to any further messages
October 14, 2021
Unprompted review
Really bad
Really bad. Ordered an (expensive) item over two weeks ago and no update despite contacting them many times on Instagram and email. Beyond frustrating
October 7, 2021
Unprompted review
ZERO customer service
Ordered more than one week ago. Order not dispatched, and had no reply despite emailing and DM’ing on Instagram.
October 6, 2021
Unprompted review
Good clothes, terribly run
Quality of the clothes is always really good which is why I begrudgingly go back but they’re horrendous with postage and communications. They’re shipping policy is just not true. I’ve bought from them a few times and only once has it arrived with 2 weeks of purchasing. Had to wait 3.5 weeks on one occasion. They offer no updates and it would be better if they didn’t claim that they post within 1-2 working days because that’s just not true.
September 2, 2021
Unprompted review
Good service but lack of information
I ordered a shirt from FILES LONDON with express shipping. The package came in 2 days as they said. I'm very happy with my order. The only thing that im not really happy with is the lack of information. On the site you can not find anything about returns, the company etc. Also the shipping cost where pretty expensive which is OK but they did not inform me about the possible import costs I needed to pay. Those were even more expansive then the shipping costs which made my order suddenly really expensive and actually
to expensive.
May 18, 2021
Unprompted review
Useless customer service
March 26, 2021
Unprompted review
Terrible customer support
Terrible customer support. Ordered a birthday present a month in advance that never arrived. Had to chose up with my bank to get a refund after they lied about its despatch.
February 26, 2021
Unprompted review
WARNING
WARNING, NOT TRUSTABLE COMPANY!
On December 15 I ordered a Timberland washed leatherjacket (GBP 90.00) as christmas gift for my son. Payed GBP 17.00 extra to have it delivered express, would take 1-2 days according to shipping information. So have payed a total of GBP 107.00.
After 6 weeks and various emails trying to get in touch with the company, there is still NO jacket and NO RESPONS what so ever! Absolutely outrageous so BIG WARNING FOR THIS TOTALLY UNRELIABLE COMPANY!
January 25, 2021
Unprompted review
Illegally refusing refunds
Illegally refusing refunds within the 14 day window due to an item ‘being in sale’. A quick search on gov.uk will show you that it is illegal to change consumer rights due to a sale.
What cowboys run this shop? Fix up.
December 23, 2020
Unprompted review
6 months and still waiting for a refund…
6 months and still waiting for a refund for a returned item. They keep promising to send it to me only "lose" my messages (despite them all being saved in the instagram dm) and making me repeat the pattern of events
November 30, 2020
Unprompted review
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.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
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.