Polarn O. Pyret Reviews 6,945

Appalling customer service. Long delays when answering queries. Order did not arrive. No resolution. No replacement order. Emails
Not replied to for days. Am not sure whether their customer service is now purely AI.

I have never previously had a problem with this company but this time I have not received the order I placed a month ago and although there was an email immediately after the order to say there would be a delay the payment was taken and there is no way to contact the company although I tried to email for a refund or at least more information I just get a standard response . This is very disappointing and I will not risk using them again .

The items looked amazing online and I paid for Royal Mail 48hr service however there is no sign of the item having been dispatched yet (order placed 5 days ago) and no one is replying to my email requesting an update on the order or delivery. When paying a premium for goods, you kind of hope the service matches.

After being a loyal customer of this company for over 9 years I was absolutely horrified at the customer service I have been given over the past 10 days .
In September I bought two ski coats from POP and one of them is faulty . The stitching on the inside of the coat as come apart. I have sent multiple messages and images to the customer service team and they take a ridiculous amount of time to respond back . I repeatedly stated that I either would like a refund or an exchange . The customer service advisor I have been speaking with completely ignores what I say each time and states that because it’s a “sustainable company” they recommend repair . I was told that I needed to go out and find a repairer and get it repaired . This is simply unacceptable to expect the customer to go out and repair a faulty item when it is their responsibility and they have admitted the item was faulty.
I am both shocked and appalled by the service I have received and horrified that I spent £115 on a coat that is faulty and I am expected to repair it myself !

Avoid buying from this company!

Customer service was helpful when I needed advice. Ordered a lovely puddle suit.

Used to love their adult pyjamas, bought every year. However last year got pyjamas as present from my husband in my usual size s and the waist was so tiny that was not comfortable to wear. The pyjamas are not cheap either.
Contacted cs and was told that their pyjamas sizes change, sometimes due to customer feedback? Was given following information -relaxed fit of more snug pyjamas waist is 31cm, the ones I received was 28cm at most. In size xs maybe, but not in size s(8-10).
You can not find the measurements on website either. Very misleading.

Refused to exchange or refund a faulty item

love the organic pyjamas just the best and such good value quality is just superb

Love this make - usually buy their jackets which is of excellent quality. It is on the pricier size but I'd rather quality that I can hand down. Ive not tried their buy back scheme but love the concept.

I have reached out to their customer service once and they were efficient.

My only recommendations are to have extras for hoods of jackets as sometimes, especially with kids, they can get lost, for purchase!

Quality products that would last a long time. On the pricey spectrum but worth the money.

Love this company and their quality of children’s clothes. Highly recommend. Their organic cotton is just lush!

Repeat customer - very hard to buy outerwear from other brands again… the quality and durability is exceptional.

I ordered 10 or so items almost two weeks ago, including a few holiday items (swimsuits and stuff). I got a confirmation for the order leaving their warehouse on the same day - happy days! The next day, an email mentioned there's a delay, but it suggested it should be with Click and Collect point 'today or tomorrow'. This was 11 days ago, and the last I ever heard from PoP. Only way to contact them is via ContactUs on the website (the 'chat' is not available this week), which i did a few days ago, and still nothing. I sent another message today. It's very frustrating to not be able to speak with anyone when something goes wrong.
Terrible customer service, despite the much-loved products... Please fix this!

Update - after 2 more weeks, no response from the website, but a few back and forth messages from Ida, from the UK team, it turns out that they cannot locate the parcel and there’s also no way to just resend the order, to fulfill their sale obligation. They offered a refund, which I took, and invited me to order what I need again - which I won’t. Unbelievably poor process for an online shop!

We’ve always loved POP products, which is why we decided to order a few new items directly from the website. It’s been over two weeks since we placed the order, and we still haven’t received any delivery updates or tracking information. I’ve sent several messages to customer service, but it feels like no one is actually reading them.

Aside from the chatbot-like messaging on the site, there’s no visible email address or phone number to reach out for help. This is really frustrating, and I’m still waiting for someone to get back to me.

My order went missing, I have tried to contact customer service multiple times via email and phone since 28th June and have had no response. I have sent all relevant order numbers, tracking numbers etc. and am now very concerned that I am not going to get a resolution. Such poor customer service is absolutely unacceptable.

Used to love shopping on this site...
But the new website changes make this significantly harder. Can't shop for a more specific range anymore eg 1-2 years, it's only possible to do 1-6 years. So I'm wasting my time looking at items that are sold out in the size I want. Also I can't sort by "highest discount" anymore. Instead I can sort by price but this makes it easier to give up on scrolling and only buy cheaper items. Even when I come to the site to shop for something specific I always checked sale by sorting by highest discount and ended up buying extra stuff I didn't know I wanted / liked. Can't see that happening now.

I do love Polarn, but the recent changes feel like the whole company is in a disconnect with the customers and relaying on loyalty rather than anything else.
Second hand trade in code- cannot be used with any other doscounts or offers….- the whole website is 20% so does it mean I need to wait for it to be back to normal price so I can spend a voucher?
No payment possibility with PayPal anymore, but for some reason there is a Klarna.
Customer service responses are truly hilarious, something like: oh if the page didn’t filter correctly just return the product- guys, honestly- just report it to your it and fix it.
Filtering for dresses- 0 found- lovely functionality.
All of this does make me go to another, equally ethical company for purchases….

Very prompt service although no email telling me it was on its way.

Always been a fan of POP since 3 years ever since my eldest was born. However I am forced to return my entire shipment as the quality of garments are not as they used to be. Now most are 95%cotton with 5%elastane (not 100%cotton) and they are quite rough and not as breathable. My kids have eczema and sadly the POP garments aren't good for them now. Please revert back to rhe old and amazing quality that I raved about!

Speedy and great product