Mission impossible to make contact. Tried with messenger. They answer 1 question after a day then whe you reply it's another day. Ordered several items which came in 3 separate deliveries over 10... See more
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Why does Wallis take so long to action a refund? Almost,twice as long,if not more ,than other companies. It would appear that Wallis are now using delaying tactics to hold on to customers’ refu... See more
Trying to return 4 items from my order returns portal only showing 3 items. Contacted customer services via whats app Saturday and 3 days later still waiting for an agent to deal with my query. I know... See more
Company replied
I should have known better than to order from them again. Major problems last time with communication and lack of delivery (Evri) impossible to communicate. This time even worse as they were suppos... See more
Company replied
Company details
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Shop the latest dresses, tops, trousers and knitwear from Wallis' womens clothing collection - petite to plus size available to buy now
Contact info
1.4
Bad
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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Absolute poor service waiting over a…
Absolute poor service waiting over a month for a refund
October 20, 2025
Unprompted review
Reply from Wallis
Hello Roger,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again.
I can assure you that the refund for your return will be processed, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.wallis.co.uk/pages/informational/contact-us
Take care
- Rebecca
Debenhams group keep away from.
Ordered a pair of pyjamas which were £13.11 and realised the next day I had ordered wrong size.
I ordered another pair in the right size the next day and price had gone up to £15.12.
Sent both pairs back and after waiting over two weeks for a refund I decided to go on a what’s app chat.
They are trying to give me the lower price back for both pairs. I refused and sent them proof of payment .
They then tried to say that I posted them back a month later. Despite sending them back three days after receiving them.
The last message I had off them was Thursday and I still haven’t had a refund.
The whattsapp chat is waste of time. The amount of time I have put in my order number and account details is really annoying.
They just don’t look at the whole chat and see what has been said.
Please be aware that Wallis is part of Debenhams and I will not be ordering off any site that is related to Debenhams again.
I have now received my refund which is two pound short of what I paid for one of the items.
I have just signed Into my online account and it’s really odd my order has disappeared.
And no I did not have swap protection as I have not heard of such a thing.
November 17, 2025
Unprompted review
Reply from Wallis
UPDATE
Hello Natalie,
Thank you for sending over the account information. I have managed to locate both orders. You paid the same price for the Pajamas in both order. The item cost was the same. However, in one order you purchased the Swap protection which was an additional £1.99. This is the difference in price of the orders, and swap protect is a non-refundable service. I can assure you that your refund is correct for both orders.
Take care
- Rebecca
------------------------------------------------------------------------------------
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been an issue with your refund.
I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order numbers and email address linked to your orders.
Many thanks,
- Rebecca
Awful company to deal with
Awful company to deal with. Such a shame as I love the cloths but will never order again from them. I need to return my items but there's a problem with the returns portal which means I can't use it. I have tried to contact customer service but all you get is an AI bot which can't help. I'm now looking at losing £300
November 17, 2025
Unprompted review
Reply from Wallis
Hello Sarah,
Thank you for taking the time to leave a review, and I am sorry to hear that you are having issues with making your return.
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor. Please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.wallis.co.uk/pages/informational/contact-us
Take care
- Rebecca
Absolutely awful experience with…
Absolutely awful experience with dealing with this company. Ordered 3 dresses and paid for next day delivery but they didn’t arrive the following day within the timescale. I paid by Klarna and I returned 2 dresses and reported a return with Klarna and they adjusted my payment plan. It’s almost impossible to contact Wallis with your concerns as there is no telephone number and can only contact them by WhatsApp Messenger or text message and they don’t even bother to reply back. I want a refund for my delivery and now Klarna are saying that they still haven’t had any update on my returns and my payment may have to been adjusted again. The only proof I have is Evri have delivered my returns back to Wallis/Debenhams. I’m so disappointed with this company and very frustrated that they don’t even bother to reply back to your messages. I will not use this company again and after years of purchasing clothing from Wallis I’m very disappointed
November 5, 2025
Unprompted review
Reply from Wallis
Hello Jayne,
Thank you for taking the time to leave a review. I am sorry to hear that there was a delay with your order.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Take care
- Rebecca
PLEASE ENSURE YOU DO NOT PLACE ANY…
PLEASE ENSURE YOU DO NOT PLACE ANY BUSINESS WITH THIS COMPANY OR IT'S OWNER DEBENHAMS. MY WIFE BOUGHT A DRESS WITH A FAULTY ZIP. ONE MONTH LATER AND STILL NO REFUND. THE 15 DAYS THEY QUOTE FOR A REFUND HAS COME AND GONE.
MY WIFE BITTERLY REGRETS PLACING BUSINESS WITH THIS COMPANY. IF SHE COULD HAVE SCORED THEM WITH 0 THAT WOULD HAVE BEEN A MORE ACCURATE SCORE
CAN YOU BELIEVE THAT YOU CANNOT TALK TO A HUMAN ON CHAT OR THE PHONE.
November 16, 2025
Unprompted review
Reply from Wallis
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that your wife has yet to receive a refund for a faulty dress.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.wallis.co.uk/pages/informational/contact-us
Take care
- Rebecca
Beware the surprise extra charges
I will never order from Wallis again as they added an extra £3.99 fee for delivery protection. When I contacted them they told me It was a charge that l was automatically opted into on check out and it was non refundable. I looked at the payment page and indeed there was a small tick box underneath all the delivery options which was pre ticked. I think it is deliberately put there so it more difficult to spot and who when buying from a supposedly reputable website expects to have and extra charge automatically added on.
November 8, 2025
Unprompted review
Reply from Wallis
Hello Lianne,
Thank you for taking the time to leave a review. We have recently introduced a new option at checkout for additional protection for your parcel with Swap protect. Customer’s do have the option to opt-out of this if they don’t wish to purchase before checking out. It is a customer’s responsibility to ensure you are carefully reading and understanding the options available before continuing to the next page/step. These options are clearly set out online, and selections made at this stage are final once you continue. Once an option has been selected, we are unable to make changes or cancel it.
Take care
- Rebecca
Trying to return 4 items from my order…
Trying to return 4 items from my order returns portal only showing 3 items. Contacted customer services via whats app Saturday and 3 days later still waiting for an agent to deal with my query. I know they say they are busy but a 3 day wait just to speak to a real person as AI bot couldn't help. Appalling service never ever going to use them again.
November 8, 2025
Unprompted review
Reply from Wallis
Hello Julie,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been an issue with returning one of your items.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Never received order courier left it…
Never received order courier left it outside I’ve been contacting customer service over a week now via sms WhatsApp getting no replies still not been refunded shocking customer service will not being buying from them again
November 1, 2025
Unprompted review
Reply from Wallis
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that you have had a delivery issue with your order.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
DREADFUL RETURNS SERVICE
DREADFUL RETURNS SERVICE
Sent back over two weeks ago STILL NO refund ❓❓❓❓
October 29, 2025
Unprompted review
Reply from Wallis
Hello Vendon,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again.
I can assure you that the refund for your return will be processed, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.wallis.co.uk/pages/informational/contact-us
Take care
- Rebecca
Scrutinise the checkout before final payment
Be careful when checking out as there is a box at the end of the delivery options which has already been defaulted to being ticked for a protection fee. You have to physically go in and untick it yourself if you don’t want it. This could cost you anything from £1.99 upwards as it goes up according to the value of your order. A protection fee is not necessary for goods damaged in transit or lost orders as this is the retailer/couriers responsibility. Even if there is a problem and they don’t take responsibility most people are protected by their credit card provider. YOU DO NOT NEED TO PAY EXTRA FOR THIS. If you are unlucky enough not to have noticed it and it’s very easy to miss as once you’ve chosen your delivery option you would expect that to be it - you will end up paying an extra £1.99 or more !! This is just a money making scheme to make extra money from you. In future I am going to avoid Debenhams, Wallis, Dorothy Perkins and in fact all their subsidiary companies that operate this unscrupulous scheme.
November 10, 2025
Unprompted review
Reply from Wallis
Hello Anne,
Thank you for taking the time to leave a review. We have recently introduced a new option at checkout for additional protection for your parcel with Swap protect. Customer’s do have the option to opt-out of this if they don’t wish to purchase before checking out. We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
The refund process was appalling
The refund process was appalling. No telephone contact numbers. When I emailed it says it responds within 48 hours this process took alot longer than that. Had confirmation that the goods were received back to supplier from them directly who also could not understand why it was taking so long. It has taken nearly a month and I have just received a refund back. I will not be using this company again
September 13, 2025
Unprompted review
Reply from Wallis
Hello,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Don't order from Wallis!
I ordered from Wallis, but the clothes were delivered by Debenhams, this was not clear at the time of ordering. Then it was impossible to return, the system couldn't find my order number. I got a link from the AI chat and now I've been sent a gift card for my returns. I didn't ask for a gift card and now its impossible to talk to anyone other than an AI chat, which just goes round in circles! Don't order anything from these people unless you are sure you want to keep it. I want my money back, they are no better than con artists!
August 18, 2025
Unprompted review
Reply from Wallis
Hello Lindsay,
Thank you for taking the time to leave a review of your recent experience. We have recently introduced a new option in how customers can receive refunds. You will now be offered two options when logging your return -
(i) refund to gift voucher
(ii) refund to original payment method
It is a customer’s responsibility to ensure you are carefully reading and understanding the options available before continuing to the next page/step. These options are clearly set out online, and selections made at this stage are final once you continue. Once an option has been selected, we are unable to make changes or cancel it.
Take care
- Rebecca
Shocking !
Shocking !!
Too long delivery times and when returned as not happy with item quality.
I still haven’t had a refund and it’s been 2 weeks now ?
When I Contact them I was told they have refunded and received an email confirming this but nothing back in my bank yet ??? I stupidly ordered another item ,while waiting for the refund and have received old used clothing and wrong size too !!!
I contacted they again and was told they were transferring me and still nothing ,
This has got to be the worst company I've ever ordered from !!!
October 25, 2025
Unprompted review
Reply from Wallis
Hello Sarah,
Thank you for taking the time to leave a review, and I am sorry to hear you have received an item in this condition.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
In regards to the refund, we have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Take care
- Rebecca
- IMPOSSIBLE TO GET A REFUND
- IMPOSSIBLE TO GET A REFUND
Returned my order at the beginning of Oct - still no refund. Have contacted on both WhatsApp and Messenger. AI bot constantly asked which country I live in, and then said my query would be passed onto an agent....... no response despite trying over and over for the past few days.
It’s impossible to get your money back.
No telephone number available to speak to customer service agent. So annoyed would never by from Wallis again, getting in touch with my bank to see if they can help.
October 7, 2025
Unprompted review
Reply from Wallis
Hello,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Still waiting for refund 3 weeks after return.
Ordered and paid for 2 day delivery, as needed for an overseas holiday. Despite conformation that it would arrive on time even though tracking showed no movement for 2 days, it arrived a day late (when I was already on the way). I told them to cancel the order, but was told I would need to return for refund. Completed return, and was charged £3.99 fee for return, which was eventually refunded after several attempts to contact via ridiculously slow online system (and there is not phone number to contact). Return was delivered to them on the 16th October, and have not had any confirmation, or refund since!! I have tried to contact the customer service again, and have been waiting for a reply for 3 days, this is just not good enough. I am now contacting my credit card provider to start the charge back process. ADVOID THIS COMPANY AT ALL COSTS, AS CUSTOMER SERVICE AND AFTERCARE IS NON EXISTENT.
UPDATE - After waiting 4 days for text message reply, was told that the refund was being processed, and would reach my account by the 6th November, and it is now the 6th and unsurprisingly NO REFUND has been received. The return was delivered 3 WEEKS AGO! I just don't know how this company gets away with such appalling behavior.
UPDATE - So due to the very late responses and non existents customer service, and no promised refund, I resorted to credit card charge back, which is now being used to delay refund further. DO NOT BUY FROM THIS COMPANY, ANY EXCUSE NOT TO REFUND!
November 2, 2025
Unprompted review
Reply from Wallis
Hello Kelly,
Thank you for taking the time to leave a review, and I am sorry to hear that there was a delay with the delivery of your order, especially as you ordered for your holiday. Once the order is in transit with the courier we are unable to cancel, which is why we advise to return any unwanted items for a refund.
For the refund, we have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. However, if you have since contacted your payment provider, this will delay the refund as we then need to resolve with your payment provider directly, which can take up to 30 days as per their processes. Please contact your payment provider, and they will be able to advise further.
Take care
- Rebecca
Woeful is all I can say!!
Woeful is all nice can say! I received 3 out of 4 items. It was implied in delivery email to me that last 2 items would arrive together (they had one tracking no). This was not the case! There was no way of making contact to try to find my missing item. I will NOT be using this site again! A very expensive lesson!
October 25, 2025
Unprompted review
Reply from Wallis
Hello Evie,
Thank you for taking the time to leave a review, and I am sorry to hear you haven't received all of the items from your order.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.wallis.co.uk/pages/informational/contact-us
Take care
- Rebecca
Appalling service and even worse or non…
Appalling service and even worse or non existent customer service responses.
Ordered dresses and there system put an incorrect address without a house number to another city to where I live.
No phone to contact, either no response, automated or responses that do not help. Unwilling to help and state have to wait for 3 unsuccessful deliveries and watch return to factory. Courier stated company can change address but won’t and alternative is to leave with a non existent neighbour or drive 30 miles to collect from a locker. Tried to deliver to s locker and did not do that either.
Presently tracking status still says your order is out for delivery but late . Now told have to wait til at least 3rd nov to try snd claim a lost parcel .
Terrible service and will never use again. Used to be a great place to order from
October 10, 2025
Unprompted review
Reply from Wallis
Hello Susan,
Thank you for taking the time to leave a review. I am sorry to hear that there has been an issue with the delivery due to the incorrect address being confirmed at checkout.
In this case, we would need to allow for the parcel to be delivered to the locker you have selected as the alternative, or it will be returned back to our warehouse and refunded once received.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Wish I could leave zero rating .
Edit after reply .
Still feel returns policy ridiculous also the fact money is not refunded for over 3 weeks after you got items back is disgusting .
Every other place I have brought online and had to return cash back in my account in 3 days after return.
So not feel wallis care at all about customer satisfaction.
I loved wallis clothing but the fact worn clothes sent out no one seemed to care at all .
Wish I could leave zero rating .
Ordered 2 tops they arrived ok but when went to open one had clearly been worn and unbuttoned and sleeve inside out .
No phone number call so sent messages on WhatsApp and messenger.
Replies few sporadic and 99% of time generic reply .
Finally got refund link.to find they charge me to return a worn top.
They had back o 21 10 2025 and tell me my refund will be 10TH NOVEMBER absolutely disgusting.
Takez 2 hours bacs now.
Keeping my money for nearly month.
WORST ONLINE SHOPPING EXPERIENCE I HAVE EVER HAD .
No customer service at all a disgrace
October 13, 2025
Unprompted review
Reply from Wallis
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that you received a top in this condition.
The returns page will advise on the returns charge, as this is usually applicable to all orders returned, however due to the issue I can assure you that you won't be charged the returns fee for the top, and that your refund will be processed as soon as possible for the items returned.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Deceptive Practices - '£5.99 Order protect with swap' + 0.36 p Donation for more codswallop!
Scammed by what was once a reputable company! Ordered a beautiful coat - No problems there! But they snuck on '£5.99 Order protect with swap' fee to my invoice. My purchase is already protected with my credit card and I never knowingly agreed to this charge. In addition to another unauthorised 0.36 p donation for some other codswallop - hidden charging at it best! OUTRAGOUS.
September 29, 2025
Unprompted review
Reply from Wallis
Hello Radzi,
Thank you for taking the time to leave a review. We have recently introduced a new option at checkout for additional protection for your parcel with Swap protect. Customer’s do have the option to opt-out of this if they don’t wish to purchase before checking out. You will also be given the option to round up your purchase to the nearest pound for a charity donation. Again, customer's need to opt-in to the option for it to apply to the order.
It is a customer’s responsibility to ensure you are carefully reading and understanding the options available before continuing to the next page/step. These options are clearly set out online, and selections made at this stage are final once you continue. Once an option has been selected, we are unable to make changes or cancel it.
Take care
- Rebecca
AVOID AVOID AVOID
AVOID AVOID AVOID - IMPOSSIBLE TO GET A REFUND
Really should have an option for a zero star rating. Returned part of my order at the beginning of Oct - still no refund. Have contacted on both WhatsApp and Messenger. AI bot constantly asked which country I live in, and then said my query would be passed onto an agent....... no response despite trying over the past few days. Wish I had found these reviews before spending money. Will be contacting my bank to see if they can help with getting my money back. Will never buy from them again and will be telling everyone I can to Avoid at all costs. As a petite 5'2 Wallis was always a go to for work clothing, such a shame a good company has been taken over by what seems utter crooks!
October 22, 2025
Unprompted review
Reply from Wallis
Hello Charlotte,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
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