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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Review summary
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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
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1.4
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2K reviews
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Like No refund still.
Like the other reviews really, do not buy from Wallis, dress arrived quickly but too small, sent back by royal mail, tracking says debenhams received this the 7th June, still no refund. Order number DUX041148439.. shame as wanted a mother of the bride outfit but won't be ordering anything else from Wallis or debenhams..
May 23, 2025
Unprompted review
Reply from Wallis
Hi Sue,
Thank you for taking the time to leave a review of your recent experience, and I am sorry to hear you have yet to receive your refund, especially as you would like a mother of the bride outfit.
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 have taken a look into the order and can see your refund was processed on 9th June. The refund of £35.51 will now be back in your original card payment account.
Take care,
- Rebecca
Total rubbish trying to return items.
I have been trying to return items I bought from Wallis with no avail. When I’m sent to Debenhams portal the order number comes up automatically but the number isn’t recognised. I’ve tried several times and the same message. I’m pulling my hair out. I’ve sent several messages to get this resolved. I finally received a reply asking for details of the items I like to return and which courier I would prefer, I thought al last, but then I asked what about a returns label to put on the parcel. The message that came back suggested I log into my account and put in my Order number and then print it off. But how can I do that when the portal doesn’t recognise the order number. I then asked if I could speak to a human being. The reply was they are too busy at the moment come back later. I love Wallis when the were in the high street. I’ll never shop with them again.
June 20, 2025
Unprompted review
Reply from Wallis
Hi Susan,
Thank you for taking the time to leave a review of your recent experience, and I am sorry to hear you have had some issue making your return due to you being sent to the Debenhams portal. Please log your return using the Wallis return page on the link below. All you need to log the return is the order number, and the email address used to place the order.
https://www.wallis.co.uk/returns-portal
We do offer paperless returns, so you can choose an option where you will receive a QR code to scan at your chosen courier drop off point, rather than having to print a label to attach to the parcel.
If you do need further assistance with the return, please contact our customer services using the link below with the names of the items you wish to return and your preferred courier.
https://www.wallis.co.uk/pages/informational/contact-us
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
If you enjoy frustration and angst, buy from Wallis
DO NOT BUY FROM THIS COMPANY,
Firstly, my order took 9 days to arrive. I ordered via the Wallis website…..received my order (eventually) from Debenhams.
Unfortunately, I had to send both items back for a refund. I waited and waited for the refund to appear in my a/c. Eventually, after getting increasingly frustrated, I contacted Wallis via WhatsApp. Give them their due, they replied within hours but it looked like an automated reply. Overall I messaged them 3 times.
Eventually, I received the amount I was owed in my bank a/c. No notification whatsoever to tell me it had been sent. It is only due to the fact that I checked my bank a/c frequently that I discovered the refund.
Do yourselves a favour and save yourself all the angst…..shop elsewhere!!
June 2, 2025
Unprompted review
Reply from Wallis
Hi Jacqueline,
Thank you for taking the time to leave a review of your recent experience. I am sorry for the delay with the delivery of your order, and your refund once you had made the return.
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 am glad to hear that you have now received your refund, and will make sure to pass on the feedback regarding our customer services team so we can work on improving the service in future.
Take care
- Rebecca
Awful refund system ,since Wallis has…
Awful refund system ,since Wallis has been taken over by Debenhams the whole thing has gone to shit. It’s now 18 days since I returned my item and still no refund, this order was paid for on my last months bill so I’m out of pocket and it’s now not likely be sorted for this months bill. I’ve been shopping at Wallis for many years now but over recent months the service is appalling and I’m seriously considering no longer shopping here. Get your act together and start refunding promptly
May 31, 2025
Unprompted review
Reply from Wallis
Hi Nicola,
Thank you for taking the time to leave a review of your recent experience, and I am sorry to hear you have yet to receive your 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. The details of this can be found on our website under the returns policy.
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
Thank you for your patience,
- Rebecca
Disgraceful
Returned my items on the 24th May.
I've contacted them several times now, and they've refunded part of the order, but not all of it! Keep getting the same automated response - item will be processed within 5 working days - it's now been 21 days since I received the email confirming that they received the items back!
Wallis has certainly gone downhill since Debenhams took over!
Edit: Finally received the final refund on the 16th June, which is 23 days after they received the items.
May 24, 2025
Unprompted review
Reply from Wallis
Hi Nia,
Thank you for taking the time to leave a review of your recent experience, and I am sorry to hear you have yet to receive your full refund, despite you returning the items in May.
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 number and email address linked to your order.
Take Care
- Rebecca
Refund impossible
Returned an order on 28/5/25 but still no refund. Have contacted them several times but get the same automated response from the bot. Why are they impossible to contact and why does a refund take so long. Disgraceful service and will never buy from them again.
Amanda C.
May 28, 2025
Unprompted review
Reply from Wallis
Hi Amanda
Thank you for this review. When a return is made, we ask that customers allow up to 14 days for a returned parcel to arrive at our warehouse, undergo inspection, and be processed by the returns team. Following this, it can then take an additional 5-10 working days for the refund to be fully processed by your payment provider. This means the return process can take up to 21-28 days.
We also ask to allow 72 hours to respond to any message received. Our customer services team will respond to all messages as soon as possible and our contact avenues can be found here:
https://www.boohoo.com/pages/informational/contact-us
Thanks - Dean
Not received my refund or any updates
I returned my purchase on 30/5/2025 then on 9/6/25 sent email asking for an update, and have received nothing.they say they will reply within 48 hours but they don’t.
They also do not have a phone number to contact them.
What kind of business are you running?
I have paid my money and I expect a certain level customer support.
My order number is DUX041128669 .
June 12, 2025
Unprompted review
Reply from Wallis
Thank you for this review. When a return is made, we ask that customers allow up to 14 days for a returned parcel to arrive at our warehouse, undergo inspection, and be processed by the returns team. Following this, it can then take an additional 5 working days for the refund to be fully processed by your payment provider. This means the return process can take up to 21 days.
We also ask to allow 72 hours to respond to any message received and our customer service team will respond as soon as possible.
I can confirm a refund has been fully processed on this return well within our return policy timeframe and should already be showing on your PayPal account
Thanks - Dean
Absolutely dreadful company you cannot…
Absolutely dreadful company you cannot speak to anybody. Apart from a robot, it is extremely frustrating. You received my items back four weeks ago.! Absolute disgrace. I just keep getting fobbed off. It should not take four weeks for the money to come back into my bank account. I’m beginning to wonder if you are a scam company and I will ever get my money back. I would never ever shop with you again or advise anybody to do so! You have caused me so much anxiety!
June 11, 2025
Unprompted review
Reply from Wallis
Hello
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you are waiting on a recent return to be refunded.
I'd like to look into this further for you, but I will need a few more details from you first. Please could you reply to the message you will have received off Trustpilot requesting more information. I will require your order number and email address.
Thank you
-Stacy
Will I ever get my refund?
I returned an item since the 21st of May and I still haven’t get my refund. The bot keeps saying that the refund is being processed but it can’t tell me when will I see the money into my bank account. I am considering charging it back with my credit card. I will never buy again from Wallis or Debenhams.
May 21, 2025
Unprompted review
Reply from Wallis
Good afternoon, thank you for taking the time to leave a review regarding your recent experience with our brand.
I'm sorry you feel this way, your refund should have now been processed, this is making its way through the system and will be with you soon.
Take care - Devon
Will not give me a refund on returned items
DUX041108359 Tried unsuccessfully, to resolve a returns issue via whatsapp chat (no tel number). I returned two jackets via Post Office tracking and can confirm that my returns package was received by Wallis warehouse on 27th May. I have been expecting a refund for £47.52 minus £1.99 (returns fee) = £45.53. After giving this information to Wallis via whatsapp they said that because "your return is now over a month old. Our warehouse team has confirmed that all items originally returned have been processed and refunded. If you are missing any refunds, we are unable to investigate this further due to the time elapse since the return" and that one of the items has already been refunded.
Just to confirm, I have not received ANY refund at all! Plus this return relates to 27TH MAY. It is now 4th June. Therefore it is NOT "OVER A MONTH OLD" it is ONE WEEK! I am appalled that such a huge well known Company can treat it's customers in this manner. I am disgusted.
Now trying to obtain a Complaints process so that I can claim my FULL REFUND THAT I AM LEGALLY ENTITLED TO. I will also be contacting the Consumer Ombudsman.
June 4, 2025
Unprompted review
Reply from Wallis
Hello Angela
Thank you for taking the time to leave a review on your recent experience.
Im sorry to hear you feel frustrated over the refund of your recent order.
I can confirm a refund for both Jackets are in progress;
Trim Detail Wax Jacket - due to reach you by 15th June
Fur Collar Faux Leather Bomber - due to reach you by 24th June
It sounds like our AI BOT may of provided you with misinformation. The BOT will provide you with support on general queries, however it may not have the full context or understanding to answer specific or complex questions. If this is case, you can always request to be handed to an agent for further help.
We would you allow the dates provided for your refund to show as an available balance in your account.
Thank you
-Stacy
Very poor. Never received items. Charged delivery AND return fee?!
Very poor service! No customer service, online chat only and very delayed response.
I never received my order, it was returned by the ever worse courier company Evri! Was charged delivery, never even saw the parcel or contents then charged a return fee?! Total scam!
Avoid!! Do not order from Wallis OR Debenhams they are the same
Reply:
I have had multiple ‘chats’ online. No further progress and still charged for return? Pointless. Very poor customer service and very little help if any…
I would not recommend
May 10, 2025
Unprompted review
Reply from Wallis
Hello Qweenie
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear your parcel never arrived as expected.
We are a UK based, online customer service centre which means we do not have the facilities to make or receive calls. All contact is done so via our online platforms where we can keep a full record of your case.
We would encourage you to reach out to customer services so we can look at why the parcel was returned to sender, and refund any delivery/return fees that have been applied - https://www.wallis.co.uk/pages/informational/contact-us
Our customer service team are facing high volumes of contact at this time, however someone will get back to you as soon as possible.
Thank you and take care.
-Stacy
Shocking issues obtaining a refund for returned item
Following an order I placed, I returned 3 of the items. I have full proof of tracked return and their arrival back on 21st May, however still chasing my refund. The whatapps chatbot takes you round in circles with no conclusion eventually saying an associate will respond, the only time an associate responded was 10:39 pm asking me to provide the postage receipt as proof which I did only to then receive a message saying 'sorry unable to handle images, provide a description'..... and the whole entire process starts again and again. I am now looking to request assistance from the Online Retail Ombudsman which in this time of online shopping is shocking.
June 3, 2025
Unprompted review
Reply from Wallis
Hi Kelly, thank you for sharing your review. I'm sorry to hear that you are not happy with the return and refund process.
At the moment, we are experiencing higher than anticipated levels of contact, so you may see a delay in our customer service team getting back to you. The bot cannot currently handle images, however, it should still continue to keep you queued until the next agent is available.
We value all feedback and continuously work to improve our products and services, and I can assure you that someone will be in touch soon - Georgie
Still no refund!!
I returned some items and on 15th April I received an email to say they have received them and I would receive a refund within 14 days. Today is 28th May and still no refund just keep getting told they need to hear from Fashion SZN that they have received the items (and they are not replying) even though I have sent Wallis my email saying they have received the items back. Keep getting fobbed off by customer service. I have been so stressed as I am owed over £200 which my credit card is now charging me interest on. This morning I have been to see a solicitor and they have advised me that as I placed the order with Wallis and paid them, it is them that has to refund me. Such an awful experience, but I am not giving up! I am now in the process of contacting The One Show with Rogue Traders they normally get results!
May 28, 2025
Unprompted review
Reply from Wallis
Hi Julie
Thank you for sharing your review. I'm sorry to hear that you have had difficulty with the return and refund process. We value all feedback and continuously work to improve our products and services. Our customer services team will respond to all messages as soon as possible and our contact avenues can be found here:
https://www.wallis.co.uk/pages/informational/contact-us
Thanks - Dean
Still waiting for refund
Ordered dress using express delivery, unfortunately didn’t receive the item until days later, returned the item, had confirmation tracking they received it 14/5/25 but I have heard nothing from Wallis/DBZ about my refund for the dress. Tried customer services using text but am still waiting for agent to get back to me. Not happy.
May 27, 2025
Unprompted review
Reply from Wallis
Hi Kathryn
Thank you for sharing your review. I'm sorry to hear that you have had difficulty with the return and refund process. We value all feedback and continuously work to improve our products and services. Our customer services team will respond to all messages as soon as possible and our contact avenues can be found here:
https://www.wallis.co.uk/pages/informational/contact-us
Thanks - Dean
Ordered and paid for next day delivery…
Ordered and paid for next day delivery dresses for an event. Parcel arrived 4 days late. They are now wanting me to pay a return fee. Customer service just send standard auto messages just going round in circles.
May 27, 2025
Unprompted review
Reply from Wallis
Hi Catherine
Thank you for this review, I'm sorry to hear your order experienced a delay in getting to you. As the return of an order is a separate service, the return fee would apply to any items returned.
Our customer service team aim to respond to all messages within 5 working days so please allow this timeframe for a response to be sent to your email. Please also ensure one of our contact methods is being used and we have various contact avenues available that are shown on our "Contact Us" page here:
https://www.wallis.co.uk/pages/informational/contact-us
The team will get back to you as soon as possible about this.
Have a great day - Dean
Waiting for my Money back
Waiting for my Money back. I sent a return for order Number DUX040102161 on the 23rd April. I have had an email from Wallis on the 11th May to see my refund was on it's way. I emailed Customer services on Tuesday 20th May has still no refund. Customers services email saying they get back within 24 hours no response 3 days on. 4 weeks and still no refund am I getting interest on this? Tried to look for Customer complaints but it just puts you through to Customer Services. Back to Next for my shopping
April 23, 2025
Unprompted review
Reply from Wallis
Good afternoon Sheila, thank you for taking the time to leave us a review. I am sorry to hear that you are so unhappy with the returns process.
I have just had a look for you and can see that your refund of £33.99 for this order was processed earlier today, 27.05.2025.
It will have been credited back to the card you paid with and will have cleared by 02.06.2025 at the latest. If it is not showing on your statement between these dates, please also check the date you made the original order (17.04.2025) as some card issuers will credit a refund against that date instead.
If there is anything else we can help you with, please let our customer service team know using WhatsApp, Facebook or Email, all linked on the FAQ page here: https://www.wallis.co.uk/pages/informational/contact-us
Take care
- Georgie
Do not order!
Do not order!! Ordered items, the first parcel got lost and I waited 2 weeks for it to be delivered. I reordered as required an occasion outfit. I have since sent back the items that didn’t suit me and they received but I am still awaiting my refund!! Terrible customer service, won’t be purchasing from them again.
May 1, 2025
Unprompted review
Reply from Wallis
Good Afternoon CW, thank you for sharing your review. I’m sorry to hear you’re unhappy with your recent shopping experience with us. We take all feedback onboard and are always trying to improve our customer's journey.
Please note it can take us up to 14 days to process your return once received and issue your refund. It can then take up to a further 5 days for your payment provider to show the refund as an available balance again. We'll email you as soon as your refund is with your payment provider.
If you haven't received your email within those 19 days, please contact the customer services team using WhatsApp, Facebook or Email, all linked on the FAQ page here: https://www.wallis.co.uk/pages/informational/contact-us and they will be more than happy to help.
Take care
- Georgie
Waiting for my money back!!!
***Another update……2 days later****and NOTHING AGAIN from customer services. Absolutely abysmal DO NOT ORDER FROM THIS COMPANY!!!!! UPDATE No one has had the courtesy to reply to this complaint or my email sent on Tuesday morning! Order number DUX040447714. Just to be clear I sent back 4 dresses. 3 are from Goddiva and 1 from Yours. I returned items on Monday 12th May with a Royal Mail 48hr tracking service and confirmed delivered on Wednesday 14th May. It is now Thursday 22nd May and no refund received as yet! I have emailed asking for an update on Tuesday and they are supposed to get back to you within 48 hrs so close of play today. Please just refund my money!!!! Reading all these reviews now….should have read them before I ordered anything with them. Never again!
May 12, 2025
Unprompted review
Reply from Wallis
Good Afternoon! Thank you for taking the time to leave us a review. I am sorry to hear that you have been having issues with your returns and appreciate the feedback.
I have had a look at your account and can see that you have been in touch with my colleagues via Apple Message.
As they have advised, I can confirm we have received your return of the Metallic Wrap Maxi Dress BLUE (sent back to 'Yours Clothing') and working on processing it. We'll send you an email as soon as your refund is with your payment provider. Your refund will be back to your PayPal account no later than 29.05.2025.
With the Godiva returns, although the tracking is showing as delivered they have not yet been refunded. So I have contacted them directly on your behalf and asked them to check tracking / process the refund for you. Once we have received a reply one of my colleagues will be back in touch with you via email to give you the update.
Please note, for future returns, it can take us up to 14 days to process your return once received and issue your refund. It can then take up to a further 5 days for your payment provider to show the refund as an available balance again.
Take care
- Georgie
Very Unhappy Customer
Placed order with next day delivery costing £5.99. It took a week to arrive & when it did the wrong item had been sent!
On returning the item £1.99 was deducted from the refund so I am out of pocket by £7.98.
I won't be ordering from Wallis in the future. It is terrible customer service.
After reading your response, Dean, i would like to point out on the returns I put that the wrong item was sent & it was delayed. How many places do I need to inform you? There is no phone number to speak to someone to resolve issues.
May 16, 2025
Unprompted review
Reply from Wallis
Hi Karen
Thank you for this review, I'm sorry to hear your order was delayed and incorrect.
In the event an item is not as ordered, we ask to be made aware of this before the return is made so we can ensure refunds are full and correct.
Our customer service team are always available to help with any issue you have and we have various contact avenues available that are shown on our "Contact Us" page here:
https://www.wallis.co.uk/pages/informational/contact-us
We aim to respond to all messages within 24-48 hours and will get back to you as soon as possible about this.
Thanks - Dean
Ordered from them and had to return the…
Ordered from them and had to return the order. 2 weeks after I was told the refund was on the way and still no sign of it.
Wallis used to be a trustworthy company, sadly since they were taken over that seems to be no longer the case.
May 13, 2025
Unprompted review
Reply from Wallis
Hi Sarah
Thank you for this review, I'm sorry to hear you are still waiting on a refund for this order. I can confirm your refund has been issued and is currently making its way through the system. Please be assured that your refund is on its way and we expect that this will be in your account soon.
I appreciate your patience with this
Thanks - Dean
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