Purecollection Reviews 463

Items took months to arrive, with no notice of delays. Half my order never arrived. Then the returns process went on for ages, no solutions found, took up a lot of my time, totally pointless. Don't know why I thought to buy from them, won't be doing so again!

Ordered and told items in stock £158.40 taken from my account immediately. 11 days later no confirmation or correspondence from Pure ! I phoned to be told items out of stock and my money will be refunded in another 5 days!!! If I hadn't phoned would they have contacted me/ how long would they have kept my money. Unacceptable customer service, I see from other reviews I'm not the only one, I will never order from them again.

False advertising re scarves. Look at this scarf (if they allow photos) please notice the difference in length between the advertisement and wearing it exactly in the same manner, it is about a 5th of the size, Please do be ripped off by this company. Some of their jumpers are lovely and I recommend them. I am returning the scarves and also the silk shirt is 2 sizes smaller than advertised. More of a dolls short. Be careful

I ordered online and waited for dispatch confirmation. After 7 days I rang to find out that although my order had been confirmed and I had paid for the item, it was out of stock and no one had informed me. I will not order from this company again as I have been deceived by them.

I ordered 6 days ago a cardigan which was confirmed and money instantly taken from my bank.
Having not heard anything since then I rang to be told that item was out of stock!
No one had informed me of this and I wonder how long it would have been to be told if I hadn’t called them.
Very disappointing experience.

Poor processes and unhelpful customer service.
After waiting 5 days for my 2 items to be delivered with no tracking/follow up sent, had to chase order over the telephone. Was told one item out of stock even though I had been able to place the order so second item had not been sent. Unbelievable! No-one bothered to let me know/offer a refund. Explanation was flimsy and told it would now take a further 3 to 5 days for item to be sent/refund for first item. If I hadn't rung I am sure nothing would have happened. Have been a Pure customer for many years but this has put me off buying from them again. They need to sort out better systems/processes to deal with and keep customers happy. Terrible service.

I have bought 3 sweaters from Pure, 2 in 2022 and one in November 2023. The first 2 are fine, the 3rd I have worn about 12 times, and it is covered in pills, It looks worse then the 5 year old sweater it replaced. I emailed the company and they will not exchange it, they said that there have been no other complaints and will send me a pill comb. DO NOT buy their cashmere

Asked customer service rep. to give me an address or email I could write to about a return item - could not give me one and said to go to website. Cannot find one. Customer services do not have record of all calls made to them. Have to keep on repeating same information a multiple of times. They are very quick to blame customer rather than examining their shortcomings. Issue still unresolved and I was told just to be patient; my error. They did not want to listen to their shortcomings and become defensive. No Complaints section no Returns number to speak to you. A registered company ????? Overall a very poor service. I do not recommend it.

Excellent friendly, helpful service answered my problem in double quick time, your service staff BEN beyond helpful and your products are always excellent quality with one exception your trousers are always too long and the pairs that I have I have always had to alter a minor detail.

Lovely girl bright and professional

Terrible customer service. They ask to pay for the return of defective goods. C5361815
I have been purchasing wool and cashmere products from this company for several years, in the last year alone I have placed 4 orders.
But I have never received such disgusting attitude towards me from the support service from any company.
The trousers sent were the correct size 14, but the length of the trousers, 79 cm, exceeded the length of the trousers indicated on the website of 67.5 cm by almost 12 cm!
At the same time, the website says that the sizes correspond and you can order the real size.
I wrote them a letter about the marriage replacement and asked for a free mailing label.
They replied that they sent a label, but in fact they did not attach it to the letter!
I wrote again and received a second response that they had attached it to the letter.
But she’s gone again.
This is just a scam!
I wrote an angry letter, no answer.
Then I started calling, after I introduced myself, they interrupted the call.
This happened several times.
Finally, during the fourth round of torture, another person answered the phone and told me to send a photo, which I did.
That's it, after that all communications stopped and I realized that no one would change anything for me, even if I paid postage for returning the defective product.
Beware of this company, you might just get scammed.

I felt very rushed. The agent did not know how the garment was sized and could not give me an approximate delivery date. He did not mention the £2.59 return label.
My most serious complaint is the rushed attitude of the agent.

Beware of shopping at Pure Collection unless you want to be subsequently bombarded by catalogues through the post. I have been writing to them for months now requesting them to stop sending them but they take absolutely no notice. I certainly wont be ordering from them again,

I was about to place an order on line and found 25%
discount only applied to the less expensive sweater.
When I phoned to check this out I was offered 15% 0ff the total by the extremely helpful assistant. Order placed!

Easy, friendly and issue sorted quickly

My experience when ordering two items from Purecollection (by phone) was great. The assistant was very pleasant and extremely helpful.

Following on from my review I left 2 weeks ago I did write to the CEO as I said I would but have heard nothing again. I am so disappointed in this company's approach to it's customers. I will be unsubscribing immediately

Unhelpful ,not bothered attitude. Wanted to order a second item to qualify for free postage, told it was out of stock. I went online immediately after call & it was still showing, rang again to be told it couldnt be added to my order & would have to pay a second lot of postage!

Poor quality & poor fit.
V.disappointing.
Why do they ask if you want to buy a return label when purchasing?
Seems a crazy system.

sample sale came online and ordered a cashmere jumper for my wife. Ordered confirmed in her size.
16 days later.....16 days later, received an email that it was out of stock and would I like to order a similar design in her size. Complained that it was 16 days since my order and was everyone on holiday........but said yes , would choose an alternative. Email the next day that nothing in her size.
WHAT A WASTE OF TIME AND EFFORT. CLEARLY HAVE NOT GOT A CLUE WHAT THEY ARE DOING!!!!