Ordered a dress on the 9th August still not arrived 😔 I have never had to wait so long for an order before very dissatisfied 😔
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
I purchased a Petite Lace Yoke Jacquard Midi Prom Dress (Charcoal, size 14) on 20 November and returned it because it was too small and the quality was poor compared to expectations. Debenhams conf... See more
Company replied
Abismal. Returned three dresses in accordance with the returns policy and only refunded for one. Customer service don’t care and literally ignore your messages. Still trying to chase the money that ha... See more
Found a ladies jumper on line showing as available. Within 24 hrs Oasis advised item was in fact out of stock. Cost of jumper was refunded but cost of postage was not. Contacted them by SMS and messen... See more
Company replied
1.7
Bad
9K 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.
Don't buy Oasis thrift+ vouchers!!!! Rip off- terrible customer service from Oasis
Oasis have a partnership with Thriftplus... I purchased a voucher for £20 via Thriftplus.... I then purchased a T-shirt which unfortunately was to big from oasis... They do not offer exchanges only refund and reorder... They have refunded the monetary part of my order but are saying the voucher purchased from thriftplus is only a discount code... It clearly states on the thrift plus site it is voucher.... I am now out of pocket 20 pounds... This is very misleading and terrible customer service from oasis
June 10, 2023
Unprompted review
Reply from Oasisfashion
UPDATE: Thank you for your response with this Helen. As Thriftplus is a 3rd party company, this will need to be taken up with them directly as they issued this and titled it ' a voucher' despite it being a promotion code. Our order system shows that the order was payed entirely via your chosen payment method. Gift vouchers that are issued by us only can be used on an order and we are not responsible for 3rd party vouchers/promotions.
The promotion code if from Thriftplus and therefore will need to be taken up with them directly as this was not issued by us or from our website. This is all we are able to advise on this matter Helen as we have processed the bank refund for you already successfully.
Kind regards -Millie
-------------------------------------------------------------------
Hi Helen.
I'd love to look into this further for you today, but 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.
Thank you
Stacy B
Oasis charged £8 delivery for £18 of clothing having cancelled the rest of the order
Placed an order for 7 items totalling £100 and paid £8 for specified day delivery. Oasis then cancelled 4 of the items and delivered one item on a day that I did not specify (this item then went missing) and they delivered the other two items on the specified day, meaning I paid £8 delivery for £18 worth of clothing. They refused to refund the delivery cost.
January 14, 2023
Unprompted review
Reply from Oasisfashion
Update: Thank you for sending this over. Although I'm sorry items on your order were cancelled, as a delivery service was provided for the order, the delivery charge would not normally be refunded. I can see however that our customer service team refunded the postage charge on this order as a gesture of goodwill in January and the £7.99 for it will have shown on your account by the 25th January at the latest. Again, as a service was provided, this charge would not normally be refunded but our team did take the cancellation of the items into consideration and refunded this charge for you. Please refer to your bank account for this refund and if you're unable to locate, contact your bank directly and they will be able to advise further.
Thanks - Dean
--------------------------
Hello Hanaa,
Thanks for taking the time to leave this review, I'm sorry to hear some of your items were cancelled and an item arrived after the specified delivery day.
I would love to assist you further with the issue, so I have sent through a request via Trustpilot, for you provide myself with further information so I can contact you directly and ensure that a resolution is made.
Thanks
Samantha
Would avoid using this website
Would avoid using this website. Ordered couple things and paid for next day delivery, they sent me the wrong order and are now refusing to refund the next day delivery fee.
Very unhelpful customer service, use with caution.
June 5, 2023
Unprompted review
Reply from Oasisfashion
Hello there, thank you for taking the time to leave a review regarding your recent experience with our brand. I'm sorry to hear your item arrived incorrectly however I will be happy to advise on the matter.
Please can you respond to the Trustpilot request sent by us so we can look into this further for you.
Kind regards - Millie
Sent a massive yellow size 10 skirt
Bought a yellow size 10 skirt online and what arrived was a 36inch waisted skirt. Sent it back as faulty as it isn't wearable as a skirt and still got charged £2 return fee. Never buying from them again as they have no idea what standard sizes mean.
May 19, 2023
Unprompted review
Reply from Oasisfashion
Hello Leona, thank you for taking the time to leave a review regarding your recent experience with our brand. I'm sorry to hear your item arrived with poor sizing however I will be happy to advise on the matter.
As stated on our website, if you receive a Product that is faulty, or you discover a fault with an Product purchased from us, please head over to our Contact Us section and let us know as soon as possible, so that we can consider the matter further : https://www.oasisfashion.com/customer-service#folder-cs-folder-returns
We ask customers not to find their own resolution as we cannot then assist with issues such as the returns charge as no contact has been made to inform us of the matter. This also means we can get a resolution to you much sooner.
Kind regards - Millie
Great customer service as always
Great, speedy customer service when dealing with a return. Thanks Lemuel R!
June 4, 2023
Unprompted review
Reply from Oasisfashion
Good morning Jess,
This really is great to hear and we appreciate you taking the time to leave Lemuel R a review regarding their service.
I'm pleased all has been resolved with your return and I'll be sure to pass this review over on your behalf.
Have a lovely day, take care! - Jade J
Customer service
Had a problem getting onto returns site for oasis . Contacted them through email and absolutely delighted with the very friendly and quick response from Chloe and Renzo. Thank you for all your help xx
June 4, 2023
Unprompted review
Reply from Oasisfashion
Good morning Roslyn,
Thank you for taking the time to leave us your review and I am sorry to hear of your returns issue.
I am glad though you were able to reach out to the team, where Chloe and Renzo could help to assist and ensure all was resolved for you.
I'll be sure to pass this review over on your behalf and we hope you have a wonderful day, take care! - Jade J
Georgia really help me in my issue
Georgia really help me in my issue, and fix it quickly
June 2, 2023
Unprompted review
Reply from Oasisfashion
Good morning Chiara,
This really is great to hear and we appreciate you taking the time to leave Georgia a review.
I'm pleased all has been resolved with your query and I'll be sure to pass this review over on your behalf. Have a lovely day, take care! - Jade J
Never shopping here ever again
I am absolutely disgusted by the customer service I have received. The app automatically sent my order of £500 to my old address. I was not able to change the address via Oasis or the Royal Mail and I have now lost £500 as the package didn't even go to my old address. I live nowhere near the area so have no way of getting back the package. I have now lost £500 which I can't afford as I am the only working person in my household. I shop at Oasis regularly but my custom will not be with them anymore. I am extremely stressed about this and the lack of communication and help I have received with trying to retrieve my package. Please can a refund be organised asap.
Hamza - I couldn't see how to reply to your request here. However I have tracked down my parcel myself but the courier for me to collect this parcel will be from £70-£100 - can you give me a credit note or help to organise a courier your side. I haven't lived at this address for 6 years and all my other packages over the years have come to my current address so something went wrong on the app - please advice
June 1, 2023
Unprompted review
Reply from Oasisfashion
Hi Emma-Louise,
Thank you for your reply and confirming the details, it's much appreciated.
I do have to advise that we have no control over what address information is entered at the checkout and as a result, the couriers have delivered the order to the address provided at the checkout for this order.
Due to this, we are unable to raise a claim with Royal Mail as they have carried out the service and delivered the order to the provided address so you would need to arrange to collect/have the parcels collected from the address on this occasion.
We do strongly advise all customers to thoroughly check the information provided at the checkout to prevent any issues with orders being delivered.
I'm sorry that this is not the outcome you were seeking Emma-Louise and I do hope you are able to come to a resolution soon, take care for now. - Jack
______________________________________________________________________________
Hi Emma-Louise,
I'm really sorry you're unable to locate your order due to it being sent to an incorrect address. I'd love to get this sorted further for you but 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.
Take Care
Hamza
Next day delivery? Don’t think so!
Ordered online for the first time and paid £7.99 for premier delivery which is supposed to be next day delivery but the order arrives 5 days late - too late for when I needed the items. Asked for a refund of the premier delivery fee when I returned the items because it’s clearly unreliable but was told they don’t refund after you place your first order using the premier delivery. Utter sham. Do not use!
May 27, 2023
Unprompted review
Reply from Oasisfashion
Hi,
I'm really sorry you've not received your order on time especially as you placed the order on our Next Day Delivery Service. I'd love to get this sorted further for you but 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.
Take Care,
Hamza
Simply dreadful customer service
One of the worst customer services I have ever encountered. My item failed to arrive on time when I paid for next day delivery and they had the cheek to not refund the delivery fee. They ignored my multiple messages when I asked about this. Avoid at all costs. Dreadful company who ghost their customers.
I don’t like to write bad reviews on businesses but this was an exception. Would happily take this down if I can receive a satisfactory answer on this
May 27, 2023
Unprompted review
Reply from Oasisfashion
Hi Myriam,
I'm really sorry your order wasn't delivered on the Next Day Delivery especially as you placed the order on our Next Day Delivery Service along with not being happy with the Customer Service experience. I'd love to get this sorted further for you but 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.
Take Care
Hamza
Refused refund
I spent 66 on 2 dresses online and unfortunately had to return them as they didn't fit. My return has been declined with no reason given and no reply on Facebook messenger or emails. The items were in perfect condition with tags still attached when I returned them. This was my first order from Oasis and I won't be shopping there again.
May 25, 2023
Unprompted review
Reply from Oasisfashion
Hi Rosie,
I'm really sorry you've not received a refund for your returned items just yet. I'd love to get this sorted further for you but 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.
Take Care
Hamza
Delivery non existent but good customer service
Places and order that never arrived unfortunately however Shaban, via WhatsApp, was really helpful and sorted it out really quickly for me with excellent customer service. I never received my items but at least it wasn’t a hassle getting a full refund.
May 24, 2023
Unprompted review
Reply from Oasisfashion
Hi Rosie,
Thank you for taking the time to leave us a review, although I am sorry to hear your order didn't arrive.
However, it's great to hear Shaban was able to get this all sorted out for you.
I hope you will give us another chance in the future, take care.
Amelia
Really quick and helpful response from…
Really quick and helpful response from James that resolved my query.
May 20, 2023
Unprompted review
Reply from Oasisfashion
Hello Mr Hamilton
Thanks for taking the time to leave this review, it's great to hear about the service provided by James and your query was resolved.
I'll be sure to pass on this feedback.
Thanks
Samantha
I bought a striped sweatshirt that I…
I bought a striped sweatshirt that I love but unfortunately it shrank in the wash. Sent message including photograph … prompt response and a replacement sent. Absolutely seamless fantastic customer service from Laura B … thank you so much 😊
May 16, 2023
Unprompted review
Reply from Oasisfashion
Hi Sarah
Thank you so much for this review. I'm sorry to hear you had this issue with your sweatshirt, but it's fantastic to know Laura was quick in having a replacement sent. I will be sure to pass your thanks on for you.
Have a lovely day - Dean
Purchased back in February for a future…
Purchased back in February for a future holiday this month. I got the dress out to get sorted for packing when I noticed there was a small rip in the bottom of the dress. I contacted oasis using the text message service. Had an immediate reply and was all sorted in less than 15 minutes. Replacement dress on its way Have to name drop the very helpful “Armina” for this More customer service like this please
May 13, 2023
Unprompted review
Reply from Oasisfashion
Hi Lewis,
Thanks for getting in touch and taking the time to leave us a review. We really appreciate your feedback as we're always looking for ways in which we can improve for future.
I'm sorry to hear about the issue that you had with your Dress. However it's great to know that Armina was able to help you with this so quickly. Our teams work extremely hard to ensure all customers receive the best possible service, so it's lovely to see such positive feedback. I'll make sure this is passed on for you!
Many thanks,
Jessica
Great customer care by Shaban
Very fast response to my email and the problem was rectified with my faulty item by Shaban. Very happy with the customer care.
May 12, 2023
Unprompted review
Reply from Oasisfashion
Hi there,
Thanks for taking the time to leave us a review. We really appreciate your feedback.
So sorry to hear you received a faulty item, however it's great to know that Shaban was able to rectify this for you. I'll make sure this positive review is passed on to him!
Many thanks,
Jessica
Beware re returns cost.
Beware re returns cost.
I have never ordered from Oasis and will definitely not again. I saw a playsuit I liked but there isn’t an Oasis in my City now so the only way to try was to buy the item online.
I am in between sizes so intended to order 2 different sizes and hopefully be able to keep one of them. I therefore looked at the returns process and it said it was £2 per parcel to be deducted so I thought it was worth a risk for the sake of £2. Unfortunately, neither item looked flattering on my shape so I had to return them both (it was a nice item but it’s just my shape). The procedure was easy enough as just got a QR code and returned via the Post Office. I can see from the tracking info that they got the parcel back on the 2nd but I hadn’t heard about the return until last night (7th) when I noticed they were intending to deduct £4.99.
The money is not yet in my bank but I have queried the £4.99 and been told that although it is £2 a parcel the extra is the courier cost. Nowhere on the returns page that I can see does it say I have to pay courier costs – I’ve checked again this morning.
Pointed this out to them but they still insist I have to pay for the courier despite their webpage not saying anything about it.
Also refund going to take up to 21days! Joke!
So just a note to beware. Will not buy from them again.
May 8, 2023
Unprompted review
Reply from Oasisfashion
Hi Lindsay,
Thank you for this review.
The £4.99 you are referring to is the delivery charge on the order, which is completely different to the return fee, and as a delivery service was provided, is non-refundable. The £2 charge taken from any refund issued on a return is the return fee and this is significantly less than what would be paid to post a parcel back to us at your own cost.
Due to the volume of returns we receive, we ask to allow 15 days for any parcel sent to reach our warehouse and be refunded by our returns team, then depending on the payment method used, the refund can take an additional 5 working days to show. We have no control over the processing time of the payment providers. I'm sorry if you find this to be a joke, but our returns team do work hard to refund returns as soon as possible and refunds are usually processed well within this time.
Delivery charges and return fees can be found on our delivery and return information pages. For any eligibility on a delivery fee refund, please refer to our terms and conditions.
Have a great day - Dean
Thank you for your help in providing me…
Thank you for your help in providing me with a Return Label. But I still don’t understand why the “Start à Return” is not working, is it from your side or mine.
April 11, 2023
Unprompted review
Reply from Oasisfashion
Hello Sarra,
Thank you for getting in touch and for taking the time to leave your review.
It's lovely to hear our Customer Service team was able to assist with your recent query, leaving you satisfied with the service received.
I'm sorry for any trouble faced using our returns portal. I can confirm that our brand works tremendously hard on a daily basis to ensure that all of our customers receive the best possible service. Rest assured, if there are any current issues with our returns portal, these will be picked up by our IT and fixed, ASAP.
I hope you have an amazing day.
Take care,
Daniel
Wrong item sent!
Received a dress which I hadn't ordered - I had ordered a skirt that was in no way similar to the dress they sent me! Looked at the policy of sending stuff back and apparently I have to pay for it which is essentially paying for their poor service! Can't believe this is done to the customers!
I also don't want to waste my time going to the post office to send things back because the company can't do their job. Some other lady had probably ordered the dress I received and got my skirt instead! My order number is OUK102029143 in case Oasis wants to sort it out without punishing me as a customer.
EDIT: So the response is for me to "reach out to customer service"?! The correct way to approach this would be to send me the correct item or provide a refund. Another example of poor service.
May 6, 2023
Unprompted review
Reply from Oasisfashion
Hi Lasma
Thank you for taking the time to leave this review, I'm sorry to hear an incorrect item has been received. We definitely wouldn't charge for the return of this and this is also not stated on our returns policy. Our customer service team would be more than happy to help with this and so they can do this, please reach out to them using one of our available contact avenues here:
https://www.oasisfashion.com/ie/customer-service
We aim to respond to all messages within 24 hours so please choose the option that best suits you.
Have a great day - Dean
Quick response and support from Saniya
Quick response and support from Saniya. Great customer service. Thank you.
May 6, 2023
Unprompted review
Reply from Oasisfashion
Hello Ellie,
Thank you for getting in touch and for taking the time to leave your review.
It's lovely to hear that Saniya, from our Customer Service team was able to assist with your recent query, leaving you satisfied with the service received.
We work very hard on a daily basis to provide our customers with the best possible service, so it's always great to receive feedback such as your own.
I'll be sure to pass your feedback onto the adviser.
Take care,
Daniel
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.