After 2 attempts at contact, via website (no customer service telephone number, so your at the mercy of them replying when they find acceptable) I still have not received item nor refund. It has been... See more
Rarefashion
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See what reviewers are saying
I ordered a play suit at about 5 o'clock Sunday evening (8th january 2017) and payed extra for gold next working day delivery as I need the playsuit urgently and my parcel has still not arrived and i... See more
Hi, I made an order yesterday (Friday, 8th May) for weekend delivery well before 7pm. I havent recieved any tracking information for my delivery. I have tried to contact Rare london many times and h... See more
Company replied
I have had exactly the same problem with this company as the other women reviewing on here. Ordered dress which took a long time to arrive & when it did, it was broken. Tried numerous times to contact... See more
Company replied
Company details
Information provided by various external sources
Here at Rare London we are excited to showcase our new women's clothing collections alongside our fashion forward campaigns. Our designers are one step ahead of the game, following new trends hot off the runway. Introducing you to statement silhouettes, luxury party dresses, body cons, jackets and separates to bold prints, detailed embellishments and innovative fabrics. We’ve got your style covered with our wide range of women's clothes, footwear and accessories. Be on trend this season with Rare London! #StyleIsRare
Contact info
Unit 34 Wellington Employment Park, Dunes Way, L5 9RJ, Liverpool
- 01512078060
- info@rarelondon.co.uk
- www.rarefashion.co.uk
BUNCH OF CROOKS
I placed an order (order #200102957 & shipment #100076498) on May 29, 2014 and 26 days later I haven’t received my package. I received an email with an in valid tracking number (shipment # 100076498) sent via royal mail on June 4th.
I have filed several complaint to their customer service via email since apparently Rare London doesn’t own a phone, and no response.
One thing they did do well is immediately deposit my money.
I cannot stress the amazingly poor service I received from this company who clearly only cash your checks and do not send a product.
June 24, 2014
Unprompted review
Reply from Rarefashion
Hi John,
On behalf of Rare London, we sincerely apologise for the poor customer service and lack of communication & response to your emails. Nevertheless, we've just looked in to your order and it has been dispatched into 2 separate parcels.
The first parcel was shipped on 2nd June 2014. A delivery was attempted on 10/06/2014, however, it seems that during transit, the label was damaged and made illegible. Therefore, USPS has deemed your parcel as undeliverable and proceeded to returning the item back to us. We do sincerely apologise for failing to notify you sooner as we were also unaware of the delivery issues in your order. We generally are only made aware of such issues once the item has arrived back in our warehouse, in which case we will contact the customer to explain what happened. However, in this case, the parcel is yet to arrive back to us.
Regarding the second part of your order which contains the Beyonce co-ords that you pre-ordered - this has now been dispatched as of 20th June 2014. The parcel has since departed from USPS' Santa Clarita, California 91383. We expect for this parcel to be delivered to you by Friday, 4th July at the latest.
As for the part of your order that has been returned to us, we can either proceed to issue you a full refund or should you still want to receive your items, we can wait until it's back to us again and then re-send it again to you. We will do our best to put into place special measures in order to ensure that this issue does not happen again. Do let us know what you would like for us to do.
The tracking information for both your orders are (http://trackitonline.ru/):
1st parcel - LQ561142417GB
2nd parcel - LQ561144112GB
Kind regards
Rare London
Why am I getting no response???
I received my order but the item was to big so I filled in the exchange form to get a smaller size and sent it first class tracked back to Rare.
Rare received and signed for this item on the 11/06/2014 but I have heard nothing since. On there website it states you will receive an email when your item has been returned but I had nothing. I have now sent rare 5 emails and I have had no reply. WHERE IS MY ORDER??? #200103441
June 15, 2014
Unprompted review
Reply from Rarefashion
Hi Gemma,
Apologies for the late response. Nevertheless, as stated from our website, we do allow up to 10 working days for refunds/exchanges to process upon receipt of the item back in our warehouse. Since the parcel was received by us on the 11th June, that means that the 10th working day for your exchange to process wasn't until yesterday, 25th June.
But having had a look at your account and spoken to our customer services team, it seems that your exchange has been processed well before this time on the 16th June (only 3 working days from receipt of the item) and it's been sent as next day delivery service as a gesture of goodwill. Therefore, your exchange has since arrived and been signed for on the 18th June.
We hope that this has helped clarify and resolve the issue.
Kind regards
Rare London
Worst Customer Service
The wrong item was sent to me last week (order #200103269) and I have not received a response to the 3 emails I have sent.
The website states 'If you have received an incorrect item, please email info@rarelondon.com with details of your order number, the Style Code/ Name of the item received and the item missing. Customer Services will make every effort to ensure that you receive the correct item within one working day. (Stock Depending)' yet it has now been 3 working days and I have not even received a reply to my emails despite detailing the issue as requested above.
I simply want the correct item to be delivered to me, not too much to ask from an online retailer.
The customer service is unacceptable.
June 11, 2014
Unprompted review
Reply from Rarefashion
Hi Sarah,
On behalf of Rare London, we sincerely apologise for the mistake in your order and the poor customer service that you've experienced. Nevertheless, customer services has informed me that they have since been in touch with you via email yesterday with regards to your query. We hope that this resolves the issue and we promise to help you to the best of our abilities to ensure that this problem is rectified as soon as possible.
Kind regards
Rare London
Where is my order??
I wish I had never ordered from this company. I placed my order on 31st May and although they say 5 days for delivery, it's still not here which is 11 days later! I received an automated email on 4th June saying the order had been shipped but we are now 7 days later and nothing... I don't care how you count your working days, it's still late! I've sent 2 emails and not received a response.. There is no contact number listed for this company, which speaks volumes!
RARE LONDON, WHERE IS MY ORDER?? Order #200103156
June 11, 2014
Unprompted review
Reply from Rarefashion
Hi there,
On behalf of Rare London, I sincerely apologise for this issue and poor customer service that you've experienced thus far. Nevertheless, we've checked your order and it seems that the reason as to why you never received your item was because we couldn't send your order out in the first place as it turns out that the jeans that you ordered was out of stock so we refunded you the full amount of the transaction (£29.95) last Friday 6th June.
Kind regards
Rare London
still waiting
Left a comment earlier on still no refund. I need my money back ASAP.
Order no. 200102082, I sent it of on the 28/05/14 so I know it has been more than 10 days
June 8, 2014
Unprompted review
Reply from Rarefashion
Hi Mo,
On behalf of Rare London, I sincerely apologise for the lack of communication and poor customer service that you've received. As stated from our website, we do allow up to 10 working days for refunds/exchanges to process upon receipt of the item back in our warehouse. Unfortunately, we can't notify every customer when their item reaches our warehouse but customer services will email you once your refund has been processed.
Nevertheless, if you could please confirm your name and order number as well as any information regarding the item you sent back such as the date and tracking information, we can use this to track your email so that it's seen to asap.
Kind regards
Rare London
Still waiting
I ordered two dresses and they still haven't been delivered. The status of the order is said to be complete on the email I received but haven't heard anything else. As there is no tracking number on the email and no response to my inquiries through email, could you please let me know when my order will be delivered.
June 2, 2014
Unprompted review
Reply from Rarefashion
Hi Jess,
On behalf of Rare London, I sincerely apologise for the lack of response to your email and poor customer service that you've received. Nevertheless, if you could confirm your order number or billing name, we'll be able to look into your account and track your parcel for you asap.
Kind regards
Rare London
No dress for the ball!
I've ordered two dresses for my graduation ball last week and have still had no email telling me that the item has been dispatched. The delivery suggested to wait 3-5 days for delivery, so I am very upset! Upon checking my account online, it states the item is still being processed. I am very upset as I have no had to spend further money to buy another dress! I will not be recommended Rare London to anybody as service is awful!!!
June 2, 2014
Unprompted review
Reply from Rarefashion
Hi Rosey,
We've looked at your account and can confirm that your order placed on the 27th May has been processed & shipped from our warehouse. As stated from our website, we do allow up to 5 working days for standard UK delivery. Therefore, your order would've been with you by tomorrow Tuesday, 3rd June at the latest.
Nevertheless, after tracking your order, it seems to have been delivered already as of 11.47am today and signed by 'STAPLES'. You can continue to track your order at www.royalmail.com/track-your-item with reference: JA164514981GB.
Kind regards
Rare London
Disgusting customer service, non refunded items and no response to my emails, and NO NUMBER TO CALL
Order number 200101034
I ordered 3 items totalling £83 and non were suitable. I have sent the items back via recorded sign for delivery... I have recieved no email confirmation, nor a refund but the package was signed for.
I have emailed Rare 4 times, with NOT 1 response.
This is totally disgusting, in laymans terms they have stolen my money.
Stay away from buying from Rare. They have lost a regular customer in me.
I'll be going to trading standards if I don't hear back within the next 48 hours.
May 29, 2014
Unprompted review
Reply from Rarefashion
Hi Nicole,
On behalf of Rare London, I sincerely apologise for the lack of communication and poor customer service that you've received. As stated from our website, we do allow up to 10 working days for refunds/exchanges to process upon receipt of the item back in our warehouse. Unfortunately, we can't notify every customer when their item reaches our warehouse but customer services will email you once your refund has been processed.
Nevertheless, if you've sent the item as recorded delivery, then if you could provide us with the tracking information, we can use this to fast-track your refund.
Kind regards
Rare London
No responce
Hi I have ordered a dress and have emailed you with concerns about the delivery but no reply? I would like to know where it is as the status on your website states the order is complete my order number is 200102238. If you could get back to me with the tracking number that would be great.
May 28, 2014
Unprompted review
Reply from Rarefashion
Hi Hayley,
On behalf of Rare London, we apologise for the lack of communication and poor customer service that you've experienced thus far.
Nevertheless, we've looked at your account and can confirm that your order placed on the 23rd May has processed & shipped from our warehouse. As stated from our website, we do allow up to 5 working days for standard UK delivery (excluding bank holidays). Therefore, your order should be with you by Monday, 2nd June at the latest. Additionally, your parcel is already at Wallington depot as of this morning so it should be with you very soon.
You can continue to track your order at http://www.trackitonline.ru/ with reference: JA164513059GB.
Kind regards
Rare London
awful will never recommend or buy off again
Order number 200099250
I purchased 2 dresses for £101 10002759 and 10002758
One wasn't suitable an one faulty. I returned recorded an haven't heard anything since despite my emails sent!!!!! I opened a case on PayPal an the cheek offered me the refund for one dress !!!! The worst service I've ever known! Noteven spoken to anyone directly !
Do not buy off rare! Disgusting! Asos is a GOD send compared
Gemma Manley
May 27, 2014
Unprompted review
Reply from Rarefashion
Hi Gemma,
On behalf of Rare London, I sincerely apologise for this issue and poor customer service that you've experienced thus far. We've spoke to our customer services department and the staff who handled you account and apparently, this issue was because they were unaware that you returned 2 items as the Paypal dispute was only for one dress. Nevertheless, we've been informed that they have now rectified this issue and have refunded you the full amount of £101.
Once again, we sincerely apologise for the issues that you've experienced with us and will work to ensure that this doesn't happen again in the future.
Kind Regards
Rare London
Ordered dress 2 weeks ago, emailed 3 times no response
I ordered a dress online on 29th April (over 2 weeks ago) and it says it in completed when I look at my recent ordrees. I have emailed you 3 times without any response! Your website says deliveries are within 5 days, and should be signed for....this was never signed for! If so please send me proof of signature.
If I do not receive a response I will be taking this to trading standards and ensure I get a refund!
Thanks
Kirsty
May 15, 2014
Unprompted review
Reply from Rarefashion
Hi Kirsty,
On behalf of Rare London, I sincerely apologise for this issue and poor customer service that you've experienced thus far. Nevertheless, we've tracked your order and Royal Mail seems to have attempted to deliver the parcel to you on 03/05/2014, however, it appears that during transit the address has been made illegible which caused them to deem the parcel undeliverable.
(http://www.royalmail.com/track-trace - reference no: JA161611437GB)
We're normally unaware of delivery issues such as this until the item has been returned back to our warehouse in which case we would contact the customer to explain the issue. In this case, apparently Royal Mail has proceeded to returning the item to us, however, we are yet to receive it back to our warehouse which is why we failed to notify you until now when you've raised the matter to our attention. We normally mark orders as complete in our system once it's been processed and shipped from our warehouse.
What we can do for you now is either re-send the item to you again should you still want the dress and if so, we shall put in to place measures to ensure that this does not happen again - or we can go ahead and issue you a full refund. Please advice on what you would prefer us to do.
Kind regards
Rare London
Tired of chasing!!
I have sent 3 emails to you regarding a returned parcel and I have had not one reply.
I sent my parcel recorded delivery on 29th April and my parcel was signed for by a Mr A Higgings?
Please can you confirm you have received this and are processing my refund?
My tracking number is KF075809998GB
Regards
Kelly Crowe
May 11, 2014
Unprompted review
Reply from Rarefashion
Hi Kelly,
On behalf of Rare London, I sincerely apologise for the lack of communication and poor customer service that you've received. As stated from our website, we do allow up to 10 working days for refunds/exchanges to process upon receipt of the item back in our warehouse. Unfortunately, we can't notify every customer when their item reaches our warehouse but customer services will email you once your refund has been processed.
Nevertheless, from the information that you've given us, if we received the parcel on the 29th April, then the 10th working day for your refund is not until Wednesday, 14th May. Therefore, I can assure you that your refund will be processed no later than this date and I will personally speak to customer services and pass on your information to them to ensure that this is done by said date.
Kind regards
Rare London
Still Waiting for Order and Never Get a Reply
I ordered a dress on April 22 and the dress is still not here. My account was immediately debited, but of course I have not received the dress. There was no tracking number in the shipment email so I cannot track where my package is. I have sent multiple emails to Rare London one of which asks for a tracking number and I have not once received a response.
From the looks of it this happens often so I'm wondering how on earth you keep a business and cannot communicate with your customers. This is completely unacceptable. Worst poor customer service I've ever experienced. Never again will I purchase something from you.
May 9, 2014
Unprompted review
Reply from Rarefashion
Hi Brittany,
On behalf of Rare London, we apologise for the lack of communication and poor customer service that you've experienced thus far. Nevertheless, we've been informed that customer services has since been in touched with you regarding this issue.
We've looked at your account and can confirm that your order placed on the 16th April was processed & shipped from our warehouse on the same day. As stated from our website, we do allow up to 10 working days for international delivery. Therefore, your order should technically have been with you by the 2nd May.
From tracking your order, we can see that USPS unsuccessfully attempted to deliver your parcel on 26th April and have since held on to the parcel at their Whittier depot which is what caused the delay. Therefore, our best advise is to just ring them up to enquire about a redelivery.
You can continue to track your order at http://www.trackitonline.ru/ with reference: LQ561138085GB.
Kind regards
Rare London
Have you heard of customer service?
Very disappointed with the lack of customer service. Having contacted rare fashions several times I received one very late reply that did not answer my question. Do not say that you offer overseas delivery when your website does not allow for these type of orders. Had it not been for the product I would not have ordered at all because I ended up having to order to someone with a UK address who could then send it on. And I was also shocked by the delivery times too, how it takes a week to dispatch a product I do not know.
You only saving grace is the nice product but needless to say that this is not enough for me to ever order again.
May 8, 2014
Unprompted review
won't refund a big amount of money!!!
Hi Anna,
On behalf of Rare London, I sincerely apologise for the lack of communication and poor customer service that you've received. As stated from our website, we do allow up to 10 working days for refunds/exchanges to process upon receipt of the item back in our warehouse. Unfortunately, we can't notify every customer when their item reaches our warehouse but customer services will email you once your refund has been processed.
However, we've had a look in to your account and contrary to what you said, your order was actually placed on 8th April and delivered to you on 11th April. Therefore, if you could confirm to us the actual exact date that you returned the item, as well as, any proof of postage & tracking information that you have on the item - as only until we've received the item back in our warehouse or have proof that the item was returned to our address - can we issue you your refund.
Kind regards
Rare London
Sure. I sen't it back the 23th. It has reached you're warehouse by now.
I am going to order one of you're other dresses, i would really like to have before the 20th? Is that possible? First of all I need my money back from this dress
Contact +21 40514523 as proof
May 8, 2014
Unprompted review
Reply from Rarefashion
Hi Anna,
On behalf of Rare London, I sincerely apologise for the lack of communication and poor customer service that you've received. As stated from our website, we do allow up to 10 working days for refunds/exchanges to process upon receipt of the item back in our warehouse. Unfortunately, we can't notify every customer when their item reaches our warehouse but customer services will email you once your refund has been processed.
However, we've had a look in to your account and contrary to what you said, your order was actually placed on 8th April and delivered to you on 11th April. Therefore, if you could confirm to us the actual exact date that you returned the item, as well as, any proof of postage & tracking information that you have on the item - as only until we've received the item back in our warehouse or have proof that the item was returned to our address - can we issue you your refund.
Kind regards
Rare London
Return/Refund problems
I returned an item (which was authorised), 1st class, on the 16th of April. Despite emailing customer service regarding my refund, I only received an automatic email. This stated that I would receive a response to my query, which I did not. Order Number: 200097647
May 7, 2014
Unprompted review
Reply from Rarefashion
Hi Annabel,
Apologies for the delay in your refund, however, I can confirm that our customer services team has now issues your refund today. You should've received an email from us confirming this today.
Again, please accept our sincerest apology for the poor customer service and lack of communication that you've experienced from us.
Kind Regards
Rare London
POOR CUSTOMER SERVICE AVOID ORDERING FROM RARE
I ordered a dress from rare which arrived well after the 5 working day period (as stated on their website) I started to think I would not receive the item so I sent an email which has had no response.
Order eventually arrived and I decided to return it for a full refund. Rare signed for my parcel on 22nd April 2014 but have not given me a refund or even an email to acknowledge that they have received the item e.t.c. I have sent a few emails and had no response from the company.
I order online regularly and have never received such poor service from any other company. My advice- do not order from rare as they are unreliable/slow and clearly do not care about customer expectations.
May 7, 2014
Unprompted review
Reply from Rarefashion
Hi Ashley,
On behalf of Rare London, I sincerely apologise for this issue and poor customer service that you've experienced thus far. I've had a look at your account and you ordered on the Tuesday, 1st April and your parcel was delivered to you on Wednesday, 9th April in which case, your order came one day late of our delivery policy. For this, we sincerely apologise and I can look into having your delivery charge refunded by customer services as well.
Regarding your return, as stated from our website, we do allow up to 10 working days for refunds/exchanges to process upon receipt of the item back in our warehouse. Unfortunately, we can't notify every customer when their item reaches our warehouse but customer services will email you once your refund has been processed. Nevertheless, from the information that you've given us, if your parcel came back to our warehouse on 22nd April - therefore the 10th working day for your refund is today - Wednesday, 7th April.
Customer services did inform me that they did try to process your refund this morning but as you raised a dispute with Paypal beforehand claiming that you never received the item, they then blocked us from processing your refund. However, they are now sorting this issue out as a matter of urgency and will issue you a refund for your dress and postage cost today.
Kind regards
Rare London
Disappointed!
I ordered a dress exactly one week ago, and the dress is still not here. It said on the website that delivery could take up to 5 days. My bank account was immediately debited, but I have not received the dress. When I finally got a shipment email, I did not get a tracking number, so I have no way of knowing what is going on with my package. The most annoying part is that I have sent several emails to Rare London and I have not gotten a reply.
This is unacceptable. Very poor customer service. And from other people's reviews this seems to be the norm with them. This is my first and last purchase from them.
May 6, 2014
Unprompted review
Reply from Rarefashion
Hi Ijeoma,
On behalf of Rare London, I sincerely apologise for the lack of communication and poor customer service that you've received. Nevertheless, we've looked into your account and you ordered on the 29th April and as stated from our website, we allow up to 5 'working' days for standard delivery. Due to bank holiday Monday, the 5th working day for your order is actually today, Wednesday 7th May.
We've managed to track your order and it is currently at Salford depot as of Saturday morning and therefore, should be processed for delivery very soon. If you do have any more queries, we suggest just calling up Royal Mail-Salford DO for more information on your parcel's delivery.
In the meantime, you can continue to track your order at http://www.trackitonline.ru/ with reference: JA161611499GB.
Kind regards
Rare London
awful!
I made an order consisting of 4 items on the 29th of April. The order is still saying processing. I rang my bank today and the money has gone out of my account to pay for these items. I have emailes them 3 times since without a reply! I want to know when I am due my items! I think it is bloody ridiculous they do not have a number to ring! After reading thesw reviews I wonder why! If somebody is reading this I would like an estimated date as to when my items will be dispatched!
May 1, 2014
Unprompted review
Reply from Rarefashion
Hi Alexandra,
We have been notified that our customer services team has been in touch with you since to address your query. As stated from our website, we do allow up to 5 working days for standard delivery, therefore, working with the date you placed your order, I can confirm that your order should be with you by Wednesday, 7th May at the latest.
I can, however, confirm that your order has been processed & dispatched from our warehouse yesterday. You can continue to track your order at http://www.trackitonline.ru/ with reference: JA161611397GB. Thanks xx
Rubbish!!!
Ordered a dress came in a couple of days Great didn't like it sent it back on the 15th April I rang Royal Mail they recieved it on the 17th still not heard back after several emails and attempts to contact them not happy at all will NEVER order off these guys ever again I just want my money back!!!! If I don't hear back within 24 hours I'm getting in contact with trading standrards
April 29, 2014
Unprompted review
Reply from Rarefashion
Hi Kady,
As stated on our website, we allow up to 10 working days upon receipt of the item back to our warehouse for refunds/exchanges to be processed. Therefore, as you mentioned from tracking your parcel, if we received it on the 17th April, then the 10th working day is not until Monday, 5th May - due to the long Easter weekend that just passed.
Unfortunately, we're unable to notify every customer when their parcels have arrived back to our warehouse but we will email you once your refund/exchange has been processed.
Kind Regards
Rare London
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