Topshop Reviews 1,759

Very disappointing experience with Top Shop Albania.

I purchased two pillows for 4,000 ALL, and just 2 days later the exact same product was discounted to 2,500 ALL. A price drop this significant in such a short time creates a strong sense of unfairness and makes customers feel misled.

While price changes can happen, this kind of practice shows a clear lack of transparency and consideration for recent buyers.

At the very least, I would expect some form of adjustment or customer support in such situations, but it seems that once the payment is made, customer care is no longer a priority for the company and especially for the manager named Fation telling to the costumer why are you upset for that small amount.Ridiculous

I would not recommend.

Emails advised me to go to my account to make a return but, having completed the first page of the return, it wouldn't progress to the next page.
It turns out you have to go to the return page and click on a link there and it will take you to a different version of the page which does allow you to make the return.
Then the biggest problem is that I was only allowed to return via royal mail collection which requires me to be in from 10.45 and 1.45pm which isn't possible within the return time frame because I'm going away in a week. I want to return to a post office but this isn't available I live in London.
I then tried to change the collection arrangements to leave the parcel outside my front door - I thought I would have to take the risk of getting it stolen - but despite the webpage giving this option the system wouldn't accept the changes.
What a mess.

I have spent hundreds on Topshop since they have been given a new lease of life. Unfortunately, my most recent experience is making me double think spending further. Ordered a dress on 5th April, received an email a few days later saying it had been delayed by one working day. When it still didn't arrive, I contacted Topshop via their Customer Care chat feature, who told me that InPost had it and my tracking should be updated soon (tracking is still showing 6 April "Order is being prepped"). I was told to expect it 10 April.
Order still not arrived by 10 April, contacted via Customer Care chat again, I was once again told that InPost had it and it should be delivered by 14 April.
There are still no updates, and now I have contacted InPost, they have told me that they have NOT received it and it is STILL with Topshop:

"I’m sorry to hear that your parcel has not yet been received. I’ve checked our system, and it appears that the parcel has not yet entered the InPost network.
If the sender has confirmed that the item has been sent, please ask them to contact ASOS directly. Once they do, we will work with ASOS to investigate the issue further."

I have gone on to their Customer Care section now to raise this issue with them and none of the Customer Care part of the site is working, least of all the chat feature which is the only way you can actually speak to someone.

Having looked at Trust Pilot reviews, it seems they are letting a lot of people down. As a long time customer, I shouldn't be sent in circles and lied to by the retailer. I would like to know where my parcel is and when I can actually expect to receive it, because InPost do not have it.

As their customer service is down, I feel that this is the only way to get anywhere with this issue.

Order TS-1922 - still no sign of it despite ordering it on 17th March. 5 attempts to contact customer service via the contact form on their website and zero response. 2 attempts at emailing the compliance team and zero response.

I‘m a longtime ASOS customer and, despite ASOS owning TopShop, their customer service won’t help you.

Dreadful experience all round and still no clue what has happened to my order.

As an overseas customer, I received a pair of cut-label Topshop jeans from your official website that had clear signs of prior wear. （The inner pockets are heavily pilled.）This is absolutely unacceptable！ZERO tolerance and strong contempt for such dishonest conduct！

Awful . It’s Friday night . I ordered a jacket on Tuesday, ive yet to receive an email to says it been despatched and left their warehouse . Like are they still making it ? Do they not have enough staff in the warehouse ? All these orders just sitting waiting to be packed ??! What is going on with this company ??? I feel like it’s false advertising as for me, it doesn’t seem like they have it to sell as why would the be hanging on to it??

Returned item arrived back with Topshop 15 working days ago but no refund. Their policy is to refund within 10 working days.
Chased customer services who organised a refund telling me that I will have to now wait an additional 10 working days. It makes me uncomfortable to shop with them again if their refunds can't be trusted

Returned an item but no refund !
Tried to call - number dors not exist !
I emailed countless times sent tracking info proving it had been received by warehouse but no money sent back and still showing on my account as returned but not refunded! Contacted ASOS who kept me in a chat conversation for an hour only to tell me Top shop were not responding and sent a link to customer service email and so the loop goes on. Appalling treatment of a customer and although I love the clothes, I will NEVER buy anything from them again

Topshop seem to have come back bigger and better than before. Loving it..

If you have a problem and you need to talk to customer service. Forget it!!it doesnt exist! I have a problem with a faulty dress bought ref 1026725002
But can I locate anyone to talk to? Not a chance! My recommendation is dont shop with this company! Its a shame because I love top shop clothes and there were lots of things I wanted to order but I wont be doing so now!
There are much better companies with good customer service

I used their prepaid Royal Mail returns service to return my order, the nearest drop off to me was a Royal Mail locker.

Dropped off parcel to locker, received email confirmation of drop off from Royal Mail.

Chased my refund today 28/01, Topshop asked for my Proof of Postage, I sent them the email from Royal Mail and they refused refund saying this was not a proof of postage.

Royal Mail have since confirmed this is a valid proof of postage so it appears this is just Topshop avoiding refunding me.

AVOID

Firstly, to the many people who haven't been able to get through for help on chat (although tbh once you do speak to a real person they're useless). There is a knack. Open chat, put in the word 'human'. Then it will give you a pile of options. Click on 'no' as they come up. Eventually, a message will come up saying
'If your query requires extra support, I'll make sure you are transferred to one of the team who can help you further'. Type the word Human. You'll then go into a queue.

As for Topshop, I will categorically never use them again. How on earth do they expect people to give them their money when they are unreliable, immoral and seem to think they can run a business by making it nigh on impossible to serve their customers.
So on Sunday I was shopping for my son's birthday present. On top of the screen was 'Use LASTCHANCE code for 25% off'. After selecting my wares I went to pay, and was told that the code was invalid! I tried over and over again. Eventually I put the order through (as I needed to ensure that the delivery would be in time) and spoke to their chat person (see above), twice in fact as I was cut off. She said that she would deal with it but I heard nothing. After a long convo today, they have said that they will not refund the amount that I was overcharged. Apparently it's 'not their policy'. They've said they'll honour the code though ... which they confirmed was problematic - so they really believe that I'll order from them again? I've told them that I will be in touch with The Retail Ombudsman, which I will.

I'm actually quite sad.

I ordered a pair of shoes and a top.
They sent me the wrong shoes.
The top didn’t fit so I sent that back along with the wrong shoes. They have only refunded me the shoes.
I don’t know how to get in touch because every avenue I’ve tried, they do not respond.

Really sad about my Topshop Jamie Jeans Purchase.

Firstly, the advertised Boxing Day 10% discount code did not work at checkout. When the jeans arrived the quality is so poor now. I still own some of the older pairs of Jamie jeans from a year or 2 ago and the material now is thinner, more elastic, the sizing varies, even the stitching isn’t as good, and the waste hem is less than half the thickness.

I loved these jeans they were my go too’s but unfortunately I’m going to have to shop elsewhere in future. Such a shame, literally nothing is made to last these days, they still charge the same premium pricing though.

Appalling customer service. I purchase 2 buttoned down cardigans and they peeled terribly after 2/3 wears. I tried to return them as faulty and sent photographicevidence to be told it was caused by wear and tear. After spending an hour on a chat they finally sent me a returns label. I've received no acknowledgement and I'm still waiting to hear. No option to escalate or speak to anyone. Extremely disappointed and used to love Top shop. Will not purchase from them again

The worst delivery and customer service- they should just stick to asos.

Ordered an item twice and both times they never arrived yet I had no post updates or anything.

Absolutely awful. Took 2 weeks to arrive. Am trying to return one item. Their returns form is broken and the collection date field doesn’t work. Their live chat is automated and can’t understand my issue. I literally can’t return the item. Just need a royal mail label.

Terrible customer service for returning a faulty item - received return not acknowledged, I’ve had to chase after over 2 weeks, then I’m told it’s going to take another 10 days for my refund to be received. No, I’m fighting for my postage cost back! I’m not shopping here again!

I ordered five items on Black Friday as I was excited to shop with Topshop again. Unfortunately, my order was never delivered to my collection point because they refused to accept it. I’m extremely disappointed, as I wasn’t given any option to change the delivery address or select another collection point. I placed this order while travelling and genuinely needed the clothes.

I then received an email saying I would be refunded after 10 days, why is it taking this long, I didn’t receive the items.Despite having paid over £5 for next-day delivery, I received nothing.

On top of that, when I tried to contact Topshop through web chat, their colleague ended the conversation after telling me to wait for a manager, just disrespectful.

This whole experience has been incredibly disappointing. With this level of customer service, they should not be back online. What kind of customer service is this?

very bad








ill never buy here again