Original Penguin Reviews 

I'd give them zero stars if it was possible. Ordered merchandise (golf polos) for a team event (32 items). Order financially committed (credit card). 3 of 32 items delivered 3 days after, with status on website of order fulfilled.

This is where the nightmare began. Vendor Customer Service/Support only has general email (5 emails, none ever responded to) and online business hours chatbots with representatives activated that try to help. 5 separate occasions had interactions with reps who gave me inconsistent information on order, and they were following up - not that there was a warehouse issue, or a fulfillment issue, or an operational system issue. There is no ticketing system or representatives specific to your inquiries so there's no accountability as there isn't a connection to the end customer other than the original order (and in my case, if the order is marked as fulfilled that's separate from support triage and escalation and resolution).

After 4 weeks, and the last "chat" a package arrived. The order was incomplete, only partially fulfilled. I got back to the website online support chat to learn that merchandise was out of stock and they were going to now issue a refund. Problem is it's not a small order, it's for a team, so if incomplete, it's of no use, so have to return - at my expense $50-$75.

Unfortunately I waited four weeks and no one notified me that my order was incomplete and merchandise was not available or there would be significant delay in fulfillment, so was left to try to inquire and never did get an honest answer, just "we're investigating with the appropriate department". Tough to be compassionate nevermind patient or understanding when its a wall of nothingness. I was hopeful for some great product and have my friends be super positive and appreciate of the choice. Now I'm left to scramble and perhaps left holding the bag without having any merchandise for the event. Crushing.

Like so many others my order was cancelled for no reason. Didn't find out until I checked the status of the shipping because I needed it.

Ordered as a Christmas gift - was notified that my order had been cancelled 4 days later without reason other than 'suspected to be fraudulent' even though the account I used is my regular current account.

Be prepared for a lengthy verification process that I have never experienced when ordering online.

I only give 1 star cause I can’t give none ordered a shirt last Monday net turned up they cancelled my order and not even let me know I had to chase them still not got money back yet avoid this site worst company ever to deal with

Horrible clothing company. Once you placed an order they are going to canceeled without any explanation. Dont trust this company

Ordered multiple shirts and one style does not fit as it should so I requested a return and they make it fvery difficult to find a way, after a while, they want to charge $6 to return an item by mail. Needless to say, will never purchase anything from this company again. F-

Ordered item, never received it and when I phoned told it was a warehouse issue and will be refunded and 20% discount voucher was offered (which you can only use on fully priced items so not really an apology token) Saw same item back on line a week later and ordered it again, 3 weeks went past and phoned again as didn't received it, again got told warehouse issue and offered 30% discount voucher. This is a joke, no follow up communication from Original Penguin after money was taken. Unprofessional company - please avoid!

Still waiting for my order with no update or contact from company. Customer service useless. Never again!

I bought a Quarter Zip Lightweight Golf Pullover In Dark Caviar Heather in December and have only worn it a few times to play golf now the weather has improved and I have noticed a hole on the sleeve when I've turned it inside out the stitching hasn't been finished properly in a few places. I sent them pictures and this is the reply I received
"Thanks for getting back to us.

We have received your images and can see that the damage is fixable, as a goodwill gesture, we'd be happy to offer you 20% refund to keep the item."

I replied "Don't worry about the 20%, when I buy clothes I don't expect them to be "fixable" after wearing them a handful of time's."

Purchased a defective item in January customer services responded within a few days for more info, not heard anything since. Disappointed.

Dreadful company. Will take your money and promise next day delivery but seven days later you find the items haven’t been shipped. No point in speaking to them on the phone as the staff there give false information! Don’t use them!

I ordered, online, a consignment of Polo T Shirts, from this company, and duly paid in the normal way, by card.

Original Penguin then sent me notification that the order has been processed. The next email said that its been delivered. When I opened the package I was shocked to find a pair of shorts, not my T-shirts, but i hadn't ordered a pair of shorts! I immediately called customer services and explained the situation. The lady, who answered my call, said that she would call me back, but she didn't?! I'm now concerned that I am out of pocket and have no shorts to show for my money?!!

I have bought some products in April/23 and I did NOT received it. I have sent many e-mails to customer care and many phone calls and I am not going in nowhere. It seems like they have stole my money 😡

I have also been sent the wrong items and have received no response to any emails.

I have been sent the wrong items. And they are not replying to me. I have essentially lost £70.

Unfortunately this company lacks any kind of customer service. Having raised a non delivery query of two products on Jan 20th, as of today I am still to receive any refund.
I have waited 50 days to receive a couple of generic emails stating that their customer service department is waiting on their head office to update them and this can take 48 hours. I wouldn’t mind waiting 48 hours but have now been waiting 48 days plus. I’m never updated as to what is going on but have to continually chase only to receive the same response.
Clearly they have a poor customer service department or weak head office or both. Reading other reviews about them it is an obvious trend that when something goes wrong they don’t know how or want to fix. Such a shame as their products are actually quite good but after spending several hundreds of pounds on their brand, I won’t be using them again.

Don't buy anything if there's a chance you want to return! It's taken 2 months exactly from the day they received my item to process the refund. I have sent many emails, some were ignored and some were responded to days/weeks later. I have now only had my refund processed after telling them I'll have to take further action. I have received no apology or even an email with the refund, just an automatic email.

Poor customer service, no answer to customer question, charge postage although there is no claim

I just bought some underwear, size M which is supposed to be a size 10 UK according to their label. I can't pass them up my thigh, I would say they are a size 6 UK

Customer service is appalling!! I ordered an item and had to send it back. It is now 6 weeks later and i am still waiting for a refund, their customer service line seems out of order and my emails get no response - complete and utter sham!! Low quality clothing - DO NOT waste your money!!