Playful Promises Reviews 3,484

Ordered some lingerie on Black Friday. I was told one item was out of stock and that I’d get a refund, but they waited until the item was no longer under the Black Friday deal to tell me. I then checked the website and the item was still available. I asked if they could send me the item instead so I could avoid paying €15 shipping again, but they said they couldn’t do this.

After all this, they sent me the wrong size from what I ordered. I created a return, but after a month I still hadn’t received my refund. I ended up having to get Revolut to get my money back for me.

Very frustrating experience and poor customer service.

The items arrived in perfect condition well in time for Christmas. The quality is wonderful, truly designer quality underwear for a department store price. The fit is great. It is realistically sized, I have never had to order a size up. The products are all shown modelled by different sized people representative of different sizes and inclusive body types. A really good shopping experience

Ordered a load of items in Black Friday.

Over a week later (!!) they tell me one single item (a bra, part of a matching set) is out of stock. I ask them to send an F instead of a FF - and now they want me to pay £20 more than I paid on Black Friday since their offer has finished, and act like they're doing me a favour since they're offering a 20% discount on their much higher price.

Absolute joke.

Just placed an order and I realised the address was slightly wrong, so wanted to call but no number. Emailed within 6 minutes of ordering but says it can take up to 4 days to reply. God knows if the order will arrive. Utterly ridiculous that you can’t contact anyone direct.

Sent two orders back the same day, same parcel shop. I can see on tracking both parcels have arrived back with them 2.5 weeks ago but this has not been reflected, I reported both returns on klarna one should be full refund and the other I kept half the order however it's now got to the point where klarna want paying I emailed them 5 days ago to ask why both parcels are showing as returned to them but they haven't been logged and someone emailed back to say that they would look into it and that they would keep an eye on it but 5 days later nothing has changed, I tried logging a return manually on klarna and my half of the order outstanding to pay should be £53.60 but for some reason klarna is saying £67 🤷‍♀️
Update - sorted that one out but my other klarna that was showing £0 before is now showing £7.75, when I query this with them they said this was to reflect the original postage price plus the £4 fee they charge you to return items 'in line with their return policy' - extremely cheeky of them considering that I've had to do chasing for the returns as they didn't keep to their side of their 'returns policy' and process my returns within 10 days 🙃 but hey who cares right?! I know where not to order from in future, will stick to Bravissimo

Very happy with my purchase , lovely fit and very quick delivery

Items not delivered and communication been shocking

I’ve ordered from Playful Promises a few times now and they never disappoint. The lingerie is absolutely gorgeous – really well made, lovely quality fabrics, and fits perfectly. You can tell there’s a lot of care and thought that goes into the designs.

Delivery’s always been quick and everything arrives beautifully packaged. I had a quick question about sizing once and the customer service team were spot on – friendly, helpful and sorted it straight away.

It’s so nice to buy from a company that clearly cares about its customers. I’ve already recommended them to a few friends and will definitely be ordering again. Top marks all round!

Absolutely terrible service. I was told my items would be sent out the day of my order since I needed them by a certain time, so I bought a set under the assumption it would arrive by when I needed it. 4 days later with no update, I'm told one of my items isn't in stock. Too late to buy anything else and too late to even have the last of my items arrive in time. I've never experienced such horrible customer service, my emails weren't even answered, I was just sent generic emails with no response to my actual questions. They do not care at all about their customers and do not follow through with what they say. I would not have cared if they said it was too late to place my order (hence why I asked first!!) but the fact they assured me it would arrive in time and then proceeded to completely fail on that with no actual care for the fact they messed up and made it that I no longer have what I needed is just appalling. I could've bought something else where at a shop that would've actually prioritised my order like promised, or at the bare minimum responded to my actual emails, but now it's too late. So incredibly unhappy.

Item arrived in a disgusting condition with so many marks and chrome deteriorating. It’s been over 14 days since I returned the item and they still wouldn’t issue a refund. I’m legally entitled to a fill refund as the item was damaged. Worst customer service ever.

The quality of product great, the delivery time great but while I purchased over a required amount to obtain free delivery the system still charged me delivery.

Paid for next day delivery. After 3 days no order. Contacted to be told order lost and part now out of stock. Not happy. Was for a very special weekend away.

Oh dear I wished I had read here before ordering. The items were fine but I needed to return part of the order and this is where it all went wrong. I used the courier service they requested and I have tracking of it being picked up and then nothing. I have emailed back and forth and they keep saying wait 2/3 days. It has been nearly a month and still no refund.

I placed my order at 6:40pm Tuesday on the Australian version of the web site. I Paid extra for express shipping with the expectation that I would receive my order by Saturday of the same week.

Before ordering I checked the FAQ to ensure that it would be dispatched in time, the FAQ states:

"How long does it take to dispatch my order?
Our warehouse aims to send out orders same day if placed before 1pm. Should you need an order to arrive by a certain date, please let us know as soon as you can. During the sale our dispatch time can go up to 3-4 working days, regardless of whether you purchased a sale item or not."

Their shipping policy is conflicting with the FAQ and states:

"Orders are transmit to our warehouse at 7am each day, with the aim to dispatch same day, however during sale seasons packing time may go up to 2-3 working days.". As far as I can see on their web site this is not currently a sale season. I figured it would take 2 days at the most.

At 12:30pm on Thursday I emailed customer service to confirm that my order would shit that day, but the customer service representative that I spoke to told me: "Please note that it takes us 24 working hours to receive the order in our system and process it. " This completely contradicts both the FAQ and the shipping policy.

My order did not make it to the shipping carrier until 5:30pm on the 29th, three days after placing it, and not early enough for me to receive my order in the same week.

This company's shipping policies and FAQ make it seem that they are very quick to dispatch orders but this is clearly misleading and untrue. Do not expect quick dispatch from them. I needed my order for this Sunday so will be returning it once it eventually arrives.

I love their designs - very unique and comfortable at the same time.

Great sale pricing, fast shipping, quality products.

Excellent products but woeful response times from customer service and no contact phone no

Lingerie is beautiful BUT customer (dis)service failed, undermining the company entirely. Customer service rep looked at a previous order, refunded the wrong amount, despite being told exactly which item needed to be refunded and the cost, and then asked IF I wanted the balance refunded?? I said yes but it still hasn't been done 2 weeks later. Don't make one mistake worse with a bad customer service. A simple principle but not one their customer service seems to care about.

Playful Promises lingerie is good to great quality. That said their shipping times and customer service leave A LOT to be desired. As another reviewer said, their email address kicked back undeliverable. It lasted 2 weeks for me. Eventually the email went through, but I am still going round and round with a CSR to resolve a simple wish list issue that I initiated almost a week ago now.

Terrible. Placed 2 orders and paid for next day delivery each time. So far it’s taken 4 days for them to dispatch the first order. I’ve tried to contact them but the only contact details they have is for an email address which bounces back as undeliverable.