Wallis Reviews 

Still no refund I made an order on 10th April and they took the £791 straight away. It took until 17th April to be delivered. I returned the order on 19th April. It took until 26th April for them to acknowledge receipt of the return.

I still haven’t had a refund. When will I get this? They have had my money for over a month and I only had the goods for 2 days. I don’t think this is acceptable.
order no DUX039860275

I have exchanged several what’s apps with them and was told refund has been issued and can take up to 5 days. It was apparently issued on 27th April. That was 16 days ago.

I’m having exactly the same with Karen Millen who I think might actually now be the same company and they owe me over £400. The text messages are identical.

Are they about to go bankrupt?

It looks like they are as they can afford to refund my money!!!!!!

I ordered a dress from Wallis on 21/4/25 and when I received the item on 24/4/25 it was an entirely different dress from the one I had requested. The tag attached was completely incorrect. I returned this item on the same day I received it completing the details online advising I had received an incorrect item with an explanation that the tag attached to the dress did not match. I also returned another dress which I had ordered in two different sizes, keeping one and returning the other. I received two emails from Debenhams on 30th April confirming that my returns had been received and that refunds would be issued shortly. To date neither of my accounts have been credited. To add insult to injury Debenhams are charging me postage for delivery and return of an item I did not order or want. I have entered into correspondence and have been advised that I should have contacted the company advising I had received the wrong item before returning it, How would I have known to do this? There is nothing on the Wallis site to this effect. Now i am being told that postage can be refunded if I can provide a photograph of the incorrect item. How preposterous! Maybe I should have asked neighbours for witness statements?? Basically the company is disbelieving me and want me to pay for their error. Shame on you Wallis/Debenhams. On a point of principle I will be taking this further. I wish I could have given you zero stars. You are not remotely customer focused and I am appalled at the lack of your customer service. Like others I am being advised of a protracted date when I can expected any sort of refund. This is completely unacceptable.

I made an order on 10th April and wallis/ Debenhams took the £791 instantly. It took until 17th April to be delivered. I returned the order on 19th April. It took until 26th April for them to acknowledge receipt of the return.

I still haven’t had a refund it’s now 11th May.

They have had my money for over a month and I only had the goods for 2 days. This is terrible!!!!!!!!!!!!!!!

I have chased the refund several times and am told it’s processing!! Not good enough it’s a lot of money and i need it back in my account now! It’s causing me problems and I’m basically funding this company I assume along with lots of people in the same position!

They can process taking my money quickly so process my refund.

I will never use them again. There must be a law regarding how long company’s can keep your money. I will be looking into this.

Since it became online only I have not had the same service and quality. Clothes are not the same, not worth the price and the worst is returning items! It takes forever to get a refund and we have the pleasure of being deducted £1.99 for the returns! Don’t think will be ordering again..

Update after they replied to my review:
If you process a refund it gets credited fairly quickly; ‘it’s currently making its way through the system’ is just laughable and unacceptable.

Such a shame as I was a longtime Wallis customer.

I wanted to return an order but am unable to scan codes on my phone and Wallis would not provide a return address. My local shop will not return parcels without an address so I am now stuck with this item. There is no phone number to make contact and customer service emails take 48 hrs (plus) to respond which, after several back and forth emails, was a waste of time anyway as they were totally unhelpful. I tried to leave this review on their site but, unsurprisingly, it was rejected!! Had to give one star but this is a zero star rating!

I placed an order DUX039601220 on the 4th April for a number of items . I paid next delivery and did not receive any the next day . I returned 5 items via royal mail tracked return on 11th April , and have not received any refund for any of the items .

I have been in touch with customer service via email and WhatsApp and they just keep adding time onto when I will get the refund , I have been told the refund is being processed but have to wait until 15th May now for it to go back on my card .

I have returned items to other companies in this time and received my refund within 2 days .

I am absolutely shocked I have to wait this long and am down by nearly £200 .

I have no idea why it takes so long for this money to go back on my card. I have returned the items and am essentially being robbed of money

Wallis pretend to pass you on to speak via wattsap to an agent but after 3 hours of waiting know they are not interested in talking to you at all The delivery is 7 days but can't cancel that is a con and after reading other reviews not surprised by this news Wallis are someone I will never ever buy from again and will be returning my order as soon as it arrives

Can't give zero star as the system needs at least one star to accept a review.

Ordered a dress for my wife paying £6.99 for express next day delivery.

This didn't come until two days later not next day.

Also faults on the dress I gave details to customer services and photos of the faults (not fully stitched on seams and a run in the material which is very visible) with full details how it had arrived late and the damage to the dress, via email .
I received a bounce back automated email advising they would get in touch within 48 hours. I sent another email after further 156 hours later as no contact had been made . Just received a follow up email asking me to see if my neighbours have it?

Obviously something has been lost in translation.

The express delivery we paid for not worth the money as it came late.

The quality of the clothing is not the standard as it used to be.

The customer service is shocking to say the least .

WARNING DON'T BUY FROM Wallis on-line.

Not willing to pay a further £1.99 to return the dress on top of the £6.99 not express delivery, for Wallis/ DPD to lose and make no refund just want to get a reduction on the price we paid..

I have had the same experience as that of other reviewers. Ordered 6 items and wanted to return 2. Links not working, site not found, emails not delivered...if I hadn't had the 6 items in the first place I would think this was a scam. No telephone number, no message assistant...nothing. I am now £82 out of pocket and the 2 items I returned have disappeared into the ether. Absolutely disgraceful service! Will never use again. Now seeking some advice from a solicitor.

Appalling refund service. Confirmed tracking of returned item being received 24th March. Only when chased and chased I am told that refund will be processed but won’t be received until April 26th. So over a month after they got the item back. I thought that was illegal! I was asked to prove sent back when they issue the postage label so could track the item anyway! It feels like every possible way to get out of accepting returned item is used. Extremely disappointed and I think they hope people don’t chase or check their refunds. I will not let this drop until the money is back with me.

Wallis Debenhams should be investigated by consumer rights and Trading Standards regarding why it takes over 5 weeks to return customers refunds.
I would recommend customers not to buy goods from Wallis Debenhams unless they know they are not sending back items.
No customers should have to wait over 5-6 weeks after posting items back for a refund this is appalling.

Disgraceful when requesting a refund!! DO NOT ORDER IF YOU MAY NEED TO RETURN AN ITEM!! sent item back and on the 12th March received an email from Debenhams to say they have received it - now the 28th March and still waiting!! Just get response to say can take 14 days to process refund and then 5 days to actually get it back!!! Never known any company to take to long - will not be using again!! Steer clear!!

In early February, I ordered many dresses and accessories from the on line Wallis website. Caution, it takes you to other clothes companies within the Wallis website. I paid a one off payment direct to Wallis on line. The items arrived in good time but in 3 separate parcels. The fun and games started when I returned most of the items. I had to chase up return labels and send them back x 3 parcels separate items. Seven weeks later I was still waiting for my refunds to appear in my bank account. They then charged me £1.99 for each parcel returned. After many chasing emails to customer services, my refunds have finally arrived. Overall, their Supply Chain is a total disgrace. The whole on line shopping experience has been exhausting. I have purchased many Wallis items in the past but sadly I will not be using them again.

Still awaiting a refund for two items after receiving two separate emails on 7th March to say that the refunds are on the way. Have contacted Wallis via WhatsApp twice who have said basically just wait a little longer. The law states that refunds should be received within 14 days even Wallis website says that they will process the refund within 14 days of receipt and a refund should be with you 7 days later . It is now 18 days after being notified that the refund has been processed . I guess my next step is to contact the Financial Ombudsman . I will not be ordering from Wallis again and it appears from all the negative reviews on here that I am not the only one.

Well I finally received my refund on 26th March , 19 days after contacting Wallis on four different occasions. I am grateful to have received it but refunds should happen automatically without having to chase them up.

An update to my original review with the reply from Wallis stating that the refund will be recieved shortly.
5 days later and I am still waiting. This makes it now 19 days since the item was returned and 15 since the email to say the refund was processed.
I have contacted the Ombudsman as this is blatantly breaking trading standards rules. I would suggest all the other reviewers that are chasing their refunds to do the same.

Date of experience: February 13, 2025
Sent an Item back 3 weeks ago. received an email 8 days ago to say item recieved back and refund being processed followed by another the same day to say refund was processed and on way.
Still has not appeared in my bank account so i contacted firstly via messenger, ai assistant that said not yet processed. I explained it was and could i speak to a real advisor. Message to say they would contact me usually within the hour but sometimes a little longer. That was 3 hours ago and I am being ignored. I then contacted again via text chat attaching photos of the confirmation email as well as the messenger conversation, identical message recieved re 1hr sometimes longer wait.
STILL WAITING. I have never known such a long process in the first place for a simple refund.
It is a shame as when Wallis was on the high street I bought often, I will never use them or their sister companies again.
Wallis... I am more than happy to upload photographs of these conversations if you wish.

Date of experience: February 26, 2025

Edit
Wallis logo
Reply from Wallis

5 days ago
Hello Linda, thank you for taking the time to leave a review regarding your recent experience with our brand. I’m really sorry to hear you haven't received your refund yet.

We are currently experiencing a processing issue and your refund will be cleared in your account shortly, please allow longer for this to clear and you will receive an email once this has been processed - Devon

If I could write review without a star I would I have had terrible service from this company they have had my money now since 8th Feb I returned my goods 10th Feb and am still waiting for my refund.I have repeatedly emailed customer service I was told my refund generated 14th Feb and in my bank 28thFeb why does it take two weeks now I am told not till 5th March.Also they now also want to deduct £1.99 off each breaking Consumer act 2015.I am outstanding £139.36 also £81.12 .Never again will I deal with this company I ordered from Phase Eight and my one return was credited within 6days.

Purchased a Jumper that looked like it had been worn many times. They charged me postage and I am still waiting for a refund for the Jumper which was over three weeks ago.,

Absolutely horrendous experience with returns. I ordered items in late December and they arrived promptly. No issue with these. I booked the return using their portal and was redirected to Royal Mail. This was booked for collection for 7th January. They issued a returns label to Yours, a subsidiary of Wallis (owned by the Hooboo group who now own Debenhams, Wallis and Yours - so they are all as bad as each other!). I went away on holiday and left my item in a secure place; it was picked up and logged by Royal Mail - the tracking system says it was delivered and received by them on 9th Jan. By 21st Jan I had not received a refund, so I looked on my account to see what was happening. Wallis portal had not recorded the return at all. I then wrote to them and they asked for proof of return. At the time, I couldn't find anything to track it and said I didn't have this. So they refused any refund, said they hadn't received it and I hadn't logged it. Essentially blamed for their system failure. I then looked at all my browser history and managed to track down the tracking number and found evidence of collection, notification of return and the postage address label their system had created for me. I was then informed that I had logged it incorrectly and it's been sent to the wrong depot, so they have to investigate if it's returned... So although I've provided all of the information they require, I have evidence to prove that I return these items, that I logged onto their site and used their portal which then gave me the supposedly incorrect label, I am being blamed for this and have lost almost £100. I am currently now having to go via my Bank to retrieve this. At no point has anyone from Wallis customer service tried to help, given any suggestions or admitted their system is at fault. I've had one operative admit that its not the best service ever but not admit of course, culpability. I'm wasting hours of my time chasing this and looking things up to do their job of finding the items and now have to send in a full report to the bank to back my claim to get the money back. I'm now doing this out of principle because I refuse to allow a company to get away with this type of theft, which essentially it is. I will never shop with any of the three companies again.

Answer to reply: None of the information that you've pointed out was actually recorded by your system. I logged onto my Wallis account and received a returns label from your system, as I've already stated. When I've checked with your customer services, there is no record of this. Again in the phrasing the emphasis is on the - I have returned to your concessionary brand - I did not do this, your system failed and provided me with an incorrect label. Thanks to my exhaustive chasing and providing your CS with these details, they have said that I need to wait a further 14 days for the items to be returned from Yours to your Wallis depot, once they've received them, they will then refund. However, in the interim, my Bank has now refunded me the money owed. As I said, most of the CS emails I received were standardised; we don't give refunds without proof, with no help, support of guidelines or how I could even start to address it. Thankfully, I had the presence of mind to check my browser history and find the tracking number via Royal Mail. I'm perfectly aware of the relationship between Wallis and Debenhams and Yours, I looked it up! Frankly, I've never been treated in such a hostile way as I have experienced by your CS. It's not just the lost parcel but how I was treated when I made the complaint. This isn't an individual, it was across the board. However, I have since received two emails from different CS that responded in a more human way, this should have been the tone in which I was met from my first interaction. Errors happen, I understand this and I would have been happy to work with CS to find the information they needed, instead it's felt like an uphill battle. This is why I won't be coming back as a customer even though I've shopped at both Wallis and Debenhams one way or another since my teens. I'm 52 now, so I've been a loyal customer for some 30+ years - how this has been handled from day one has ended that relationship.

UPDATE to your update:
Dean - if you were correct in your accusation, the Long Tall Sally trousers would have 'returned' listed next to them. Instead, they like the other trousers do not show any hint of return. The Wallis items arrived on a different day in the same packaging and are listed entirely separately from the other order. I clicked on this order not the separate order. There was no error on my end. Blaming me for your system's error in issuing the wrong label is insulting. BTW I have received 3 labels in a row since the complaint asking me to return the Wallis items. Since I'm not the Yours depot I assume your systems failed again.

Ordered 3 items but did not get confirmation email contacted wallis and the money was refunded on my pay pal account I was pleased they sorted it out quickly but I am wary of ordering from wallis as this is the second time this has happened I have the wallis app but ordered from wallis email I wondered if any one can explain why when ordering on email ordered is not recognised

I ordered a jacket on 23 January, money out of my bank account immediately, less than one hour later I received an email informing me out of stock and money woukd be refunded immediately. It is now 2 February and still no refund. I realise this may seem a short time, although website does state refund within 10 days, but as the ordered goods were never despatched I feel customer care is poor. I have emailed Wallis and yet to receive a reply.