Purecollection Reviews 463

Nightmare customer services !!!
Item missing £123 owed
Customer services gave 4 different emails, none working.
Spent hours trying to resolve with callers in South Africa!
Quality now poor
Sizes small
Never again
You’ve lost an excellent customer!

I want my refund due!!

my telephone call was answered and dealt with quickly and efficiently by Precious. Thank you very much for solving the issue for me.

The trousers I ordered were too narrow in the legs but I was sent a refund very promptly, and an email to alert me to it.

Very helpful

Delivery took a long time, ordered 9th May, delivered 22nd May. Have opted to sell it online rather than risk a return to China (postage at my cost) based poor reviews on here, of refunds not being issued.

If I could give them ZERO, I would. I am not able to get in, not even contact them. I have never shopped on their shopping channel of any sort.

I HAVE been BLOCK FOR WHATEVER REASON(S). AND UNABLE TO CONTACT THEM. I think this is really bad service gir them to do that a a potential customer who have NEVER shopped with them before.

Is this how they treat their potential new customers? SHAME ON YOU. And this is still ongoing issue. I don't know them and they certainly don't know me for them to do this.

Really bad service, took an order for something out of stock, and I am still awaiting a full refund for a mistake they made. They did not contact me so I have done all the chasing and am out of pocket. I won’t be buying from them again

I was gifted a white blouse supposedly organic cotton
It was off white and brushed cotton. A summer short sleeve blouse in brushed cotton, how odd. No mention of this on the description. The fabric was cheap and tacky. It was sent back. Their delivery postage is not cheap but it cost more to send it back. £10.05 altogether and nothing to show for it.
I personally have purchased many items from Pure in the past but the quality of the items since Woolovers have owned it has plummeted. The items are old fashioned and dated without any of the flair it had previously. It is safe to say THAT YOU HAVE LOST MY CUSTOM.

I have been a longtime customer and mad3 many purchases ! Their repair service for cashmere is wonderful , I get a brand new article back !
But recently the models they use in their magazine are not reflective of their customers and this has a bad I,pact on my desire to purchase ! I want to see models that I aspire to and not the models they are choosing !
The costs have soared in the magazine and they have to remember we have alternatives ! A sad customer !

Returned a cardigan I bought on Pure and requested a refund. Pure incorrectly processed the return for a refund as an exchange and have sent me an E-Mail to say they have posted out exactly the same cardigan to me. They will not process my refund until the incorrectly posted replacement is returned to them despite acknowledging it was their mistake. Not good enough from an upmarket brand.

Ordered a lovely jumper 3 weeks ago and rang to chase it up today. I really wanted the jumper but girl said she would re-order it for me. I had never had a email re shipping or delivery etc so could see how this could be a re-order. She asked me if I knew what ‘re-order’ meant but I still can’t see how something not despatched needs to be re-ordered. It is now not in stock (was it ever?). Very disappointed

I used to be a regular customer a few years back but I stopped buying from the company, because I couldn't usually find anything I liked. Recently I purchased some summer scarfs I used to like, and placed another order to by more of them, and a jumper. The order did not arrive, and I received no updates from the company. When I called I was basicly told that I wasn't waiting that long and the order was on its way. I responded that this was longer than usual and I was calling incase something has happened in transit, but I was told to wait. Needless to say the order did not arrive. Eventually I got a response to my another, this time written query that the oder has been damaged. It is unacceptable that they would not replace the order immediately, and inform me of the issue promptly, rather than doing absolutely noting. Only after my written follow up I found out that my order was not coming and noting was done about it.

Ordered the boyfriend cashmere sweater in a lovely pink purple orchid colour. To my disappointment I unwrapped the parcel to discover an awfully cheap looking leopard mixed pink and cream sweater which had been incorrectly labelled. Rang customer services and spoke to a lady who then left me hanging on indefinitely so I gave up and immediately called again, this time spoke to someone called Becca who was more helpful and said she’d order a free returns label which would be sent in the post to me but would take 3-5 days to arrive .. surely a label can be emailed!! No apology from anyone at Pure and I want my refund of £125 asap. Such a shame as Pure were wonderful under previous owner in Harrogate. Woolovers management needs to wake up as the current service is sloppy and customer services should be apologetic and fix the problem quickly which they haven’t done. My advice .. don’t bother to order from Pure Collection

Very disappointed. I ordered a lovely jumper to complete my holiday wardrobe. Next day delivery did not happen then 2 days later an email to say item was on its way back to Pure collection. Phoned customer services x2 and was assured both times that item would be sent next day delivery. Still not arrived then email saying I had returned item for a refund which I hadn’t. Rang again and was put on hold and ignored by very impolite person for 20 minutes. No apology. Spoke to another v polite man who confirmed again had returned the jumper which I hadn’t. He did offer to waive PP if I ordered again but too late now So no lovely jumper for my holiday wardrobe and thinking twice about ordering from Pure Collection again

In November 2024 I ordered a claret half zip cashmere jumper for my husband. It was expensive - an anniversary gift. After wearing it maybe twice it is bobbled and napped and he isn't keen to wear it. I am so disappointed as I thought cashmere from a reputable company would be good quality.

Customer service needs a shake up ,,, gone are the days when I would order and a very pleasant lady would talk me thro my order etc ,, now a rushed person with noise in the background ,, ob working from home .. I actually have been put off phoning now .

Dreadful. Do not even consider buying from them. And on top of dreadful, they use Evri to deliver, who are possibly the worst delivery company. My mother ordered a bag pictured with a nice strap for her holiday. The bag arrived with a completely different strap. I ordered the strap that she liked from Pure and paid £10 for next day delivery as she was going on holiday 5 days later (weekend in those 5 days). 8 days later, and a disappointed mum has already gone with the flimsy strapped bag on holiday, and the strap that I paid £10 for delivery … a full blinking tenner!! still hasn’t been delivered. Calling to complain, they offered me a £5 refund. I mean, good to get something back, but miserly customer service and honestly not worth the trouble in the first place.

Dissappointing quality of 2 cashmere polo tgst were v thin uo the point of being see through. I have 1 from Pure from a few years ago & there is no comparison. In addition the refund has been very slow.

I am giving this rating because my lovely new cashmere beds socks arrived wrapped in plastic and accompanied by spam catalogues. not too impressed. Had they been wrapped in tissue paper it would have been far more pleasing (and sustainable).

And what gives Pure C the right to send this rubbish with ordered goods?. If I wanted catalogues I would ask for them. They will go straight into the recycling. WHAT A WASTE

And why wrap them in Plastic ? It is unnecessary and also makes them appear less luxurious than they are .

Really disappointed and frankly wouldn't buy from them again. Very obvious this is mass produced and thoughtless .

The goods received were of good quality and when one item was out of stock there was no problem with the refund, a very satisfied customer.