Purecollection Reviews 463

I have been a satisfied customer at Pure Cashmere for years and regularly receive e mail offers to shop with them. Today in response to an e mail offering 20% off I rang to get help ordering a fedora , because when I tried to add it to my basket the site asked me to choose a size and there was no button for that.
I spoke to "Edmund" in customer service. He tried to help, we got the colour and size and the 20% off and a returns label teed up ( in case I got the size wrong and needed a different size) and I was preparing to give him my credit card number when he asked for my address I told him it was on their system and what it was. Edmund then told me I'd been blacklisted and he couldn't complete the sale.
Not only was this news to me , it seemed bizarre . I am a long term customer and was unaware of anything that warranted blacklisting. When I asked the reason he replied that after my last purchase in December I'd complained to Pure about a delivery had been left by the courier on my doorstep in London. The courier claimed they'd rung the bell but that was a lie, I was home in a quiet house waiting for the delivery and no one had rung the doorbell ( ours is loud enough to wake the dead) . And because our front door is practically on the pavement in Camden Town, anything left outside quickly disappears , so there is a sign on the doorbell to deliver to a neighbour if no one answers. Just leaving a parcel outside to be stolen is simply careless and irresponsible on the part of a courier, and fairly obviously a bad idea .

If memory serves, I only found out about the "delivery" when I got an e mail so I was able to rescue the parcel but it was expensive Christmas presents and I was thoroughly annoyed they could have disappeared. I rang Pure and complained about the courier service. Pure was completely unconcerned, not their problem- and I pointed out it wasn't good enough,aside from the fact Pure orders are hardly cheap, it was their legal responsibility to ensure goods purchased from them were properly delivered to the customer.
I explained all this to Edmund , no dice, he was unable to do anything so I politely asked to speak to a supervisor to try and sort out the problem. He refused and suggested I send an e mail Perhaps flagging the experience up here instead will elicit a response of some sort.

Very good response on the phone in the late evening

want returns label for one of the two items. cashmere scarf is wonderful but dress heavy -very big and fabric etc looks poor. sent several emails to PURE on this 'no paperwork-no returns label'=no reply.
thank you.

the service is great, but I am copying this review. which I have just read. I am 69 and have bought from pure for ages.
''What happened to your styling!? I used to love Pure but now apart from the odd item the clothing has become frumpy, drab and dated and I’m 74!
It used to be so stylish and flattering and that little bit different but not anymore.
I only give 4 stars because delivery and returns have always been good and as a size 5.5 standard 10 the clothes did fit.
Just sadly nothing I would want to purchase now.I am really sad.' I look at your catalogues with disbelief

A very collected assistant and great courtesy - thank you

Spoke to a friendly gentleman asking if I could add an item to my order. Unfort, the order had been processed. However the sales assistant soon had another order placed for me not charging an extra delivery cost.
Very imprressed with customer service, many thankks

Delighted with the person who took my order she was very nice and made buying from pure a very nice experience

On your catalogue it offered 15% off if spend over £150 and free delivery. When I put in coding and got 15% off it brought total to below £150 so would not give me free delivery. I think this is very misleading and WRONG . Giving with one hand and then taking back. If not illegal it is morally wrong. It will certainly stop me using Pure even though I have been purchasing from them
for many years

Efficiency dealing with my query. Proffesional, friendly and very polite.

If I could give zero that would be too good! Poor customer service practice.
Returned item at my own cost, via Royal Mail and they have deducted the return postage, even though I paid it myself, which was incidentally cheaper than what they charge for return postage. Called customer services absolutely useless, and unhelpful. They have now lost a customer, all for £4.95 which they refuse to reimburse me for my return.

Won’t be buying from them anymore. Avoid.

I ordered an item from the outside of the UK, had to pay taxes (half of the price), and contacted CS for more information because the item turned out too large. In order to return the item I was supposed to pay additional $$ and my question was whether this company compensates for the taxes at least, otherwise I would have to pay 30% on top of the item price without getting anything. I was supposed to return the item within 14 days from the moment I received it. I contacted CS maybe 5 or 6 times and got only automatic replies. Now it's too late to send back the item. This company is a scam. I would like that every person reads it here and never buys from these scammers. I have never been treated like this in the EU.

I bought the Lofty Tipped Cashmere jumper back in April. I experienced excessive pilling. I phoned numerous times and was told they recommend ‘2 wears and 2 washes’ before the pilling stops. After 4 washes and a lot of combing with their comb, there isn’t much left of the jumper, so I sent it back with a letter only for them to return it to me with a badly written note saying it wasn’t faulty. The jumper looks very old. It was expensive at £155. I would not recommend them as a company at all.

Ordered the Gassato Swing cardigan in navy as sounded perfect for cool summer evenings. Fit was great. However, the back panel had a number of loosely knitted rows with larger spaced loops which to me indicates a fault in the the machining. I returned (at my cost) for a non-fault one, only to be refunded. Seeing they were still selling my size/colour I phoned customer service and was told that 'it's not a fault' it's part of the design and they'd had a few returned for this reason. How are we to understand that "Fashioning detail through the body" means a line of loosely knitted cashmere! You have been warned!! Not sure I'd buy from them agai n and since they are now part of Woolovers, the quality isn't great and with no shops to visit then be prepared for delivery and returns at your expense. Shame I used to like Pure:(

Sizing is all wrong, far too small for size. Am a size 12, ordered a size 14 & still way to small. Quality is fair but not worth full price, bought during sale. Colour not true to the picture. Waited to put a review thru' Feefo but has not happened.

Very helpful, was a complicated procedure as needed urgently, hopefully will be a good outcome when correct size cardigan is delivered. Great customer service. First time using this company, will recommend.

I speak English and had a terrible time communicating with the woman who took my order. I had her repeat the ship to address which is where I am moving on Saturday to stay 3 months. Much to my surprise, my order arrived yesterday and was shipped to my permanent address rather than as instructed to my summer address.
I am still here to collect it but was fearful of shipping delays that would cause its arrival after I move away.
This didn't seem like a complicated request regarding my shipping.

What happened to your styling!? I used to love Pure but now apart from the odd item the clothing has become frumpy, drab and dated and I’m 74!
It used to be so stylish and flattering and that little bit different but not anymore.
I only give 4 stars because delivery and returns have always been good and as a size 5.5 standard 10 the clothes did fit.
Just sadly nothing I would want to purchase now.

Wonderful efficient service.Charming staff,reallyhelpful.Very quick delivery,it is apleasure to order from you.

Excellent assistance. Prompt solutions and a good, satisfactory response.