The worst customer service imaginable! The shop delivers the wrong goods, but is not willing to pay the shipping costs for the return, even though it says so in the terms and conditions. Instead, despite repeated inquiries, no response will be given until the return period has expired. The "customer service" does not take care of it, sometimes one person writes this, then another that, as they like it. NEVER AGAIN!I have been a loyal customer with DP spending on average £100 pm for around 7 years, but no more. All the tops are so badly sized, too big on the shoulders, poor quality fabric. This sizing issue, is not just me but for my friends and family too. Such a shame it's gone down hill so badly I used to love their clothes. But, I will not waste any more money here. Products used:Dresss, topsOrderd 2 dresses before 10pm for next day delivery 5 days later still no items despite contacting customer services. Really disappointed courier never attempted nor delivered items despite paying for next day. No escalation from customer services just told to wait... this is now taking longer than standard delivery and despite explaining the items were meant for holiday and still not arrived still no help and no items Tip for consumers:Unable to deliver next day even when ordered before 10pm Products used:Dresses Service ShippingBeing from the US, I am not used to crappy return policies but have now been acclimatized. I ordered the wrong sizes as their size chart does not match the label on their clothes (my husband confused too). I contacted them immediately and they refuse exchange of these unused items. I will donate them to Good Will and never look at this place again.One of the worst companies out there for clothing. And it got worse and worse. The quality is awful and the brand lacks appeal altogether. Made couple of purchases in the past but I'll stop here. Too disappointed! Tip for consumers:Check really well the sizes and wash gently. The quality of the dye is very poor. Products used:Dresses, pants Value QualityPurchased an item of clothing but received the wrong size. Amazed to experience how poor the returns policy and customer service is. To get the correct item, I need to make a new order. But it is now unavailable. They refused to refund me until I return their mistake to them at my initial own expense. Couldn't create a return label because their online service wouldn't recognize my information. Spent 10 days in contact with customer service to finally get a return label, but they only offered a single courier choice who only function in a country 1000 miles away from me. They promised any post office would take the parcel. This was a lie. I tried to continue this discussion with customer service but nobody could give me useful information, always replied to by someone new, they wouldn't read what happened previously so conversation went in circles. 6 weeks on, I'm still stuck with the wrong item, no way to return it, and customer services do not respond to me any longer. I'm out of pocket, no refund, incorrect item with no way of getting the correct one and seemingly no interest from Dorothy Perkins to fix the issue. Based in their Twitter accounts, this is a common state of affairs. Making returns so hard, they are just stealing for people. Terrible terrible company.I never had such a bad customer experience ever before. I am not the type of person who spends free time to write a review but this time decided that customers need to know and be fully aware as this company's customer service department is a joke. I placed an order online and wanted to change the size of one of the dresses. It's been a while waiting for a response to help me out and send me a return sticker. Although no one got in touch after a week I sent a third email complaining about the situation and finally I received an email back but after my response a few days now no one came back to me not even the same employee. They totally ignored me and honestly still can't believe how can people be so rude. They are time wasters. At this tough time for all companies I am not going to spend a penny at Dorothy Perkins and of course I won't recommend them to anyoneTotally incompetent, not only did Dorothy Perkins send me out the wrong size but they even managed to send out the same wrong size twice. Two trips to return the item is enough for me. They are totally incapable and are likely to go under anytime soon. Tip for consumers:Don't shop online with Dorothy Perkins Products used:Clothes Service Value Shipping Returns QualityI returned items in April. I contacted their website, trustpilot and Facebook and still no refund. Do not buy Products used:I kept a shirt and trousers Service Value Shipping ReturnsI purchased an item as a Christmas gift on December 14th. I paid extra for next day delivery. The item never arrived and I contacted the company to no avail. I then put in a dispute with PayPal. The resolve kept getting delayed while PayPal waited for a response from the seller. They the offered a refund of £13.56 which I of course refused. Why would they offer less than I paid for an item I never received. Today January 13th I called PayPal. They confirmed they had still not received a response and closed the case in my favour for a full refund. Having read some of the reviews this seems to be a problem many people are having with this company and it's not fair. I certainly will not be buying from them again. Service Value Shipping Returns QualityThanks to Dorothy< felt really comfortable in my stretchy jeans. Wore them many times and washed and of course they not in best condition after 4 months and for next bump have to buy a new pare... could be a bit better quality i guess but in general very satisfied. Service Value QualityI was extremely happy with my purchase. It fitted perfectly. I got exactly what i ordered. I could not have got a better product. I live in australia so i was a little worried if things werent right. But no need to worry all very good. This is one of my best purchases online from several companies. This was great, very good value for money. It was on sale. With the exchange rate it was still fabulous value. Thank you team dorothy perkins..Dorothy Perkins. 3 month I have been messaging via live chat and promised a refund for an item they received 3 months ago. Promises, promises, and no refund. An absolute shambles. Never again. Tip for consumers:Don’t bother. It’s fine unless you have a problem. Then you’re stuffed. Products used:None.On three occasions (i don't know why i proceeded after the first) I've purchased blouses for work from DP. On each occasion, the blouses have ripped at the seams around the arms and waist. All three were a size bigger than i need as i like extra room. The material was too delicate for the stitching and made terribly. I tried to return the third one and brought along the second one (i didn't request a refund for the second one, i just wanted to show them) They refused to refund the item which I had worn once. I had the receipt and it was within 30 days - awful store, awful service, awful quality of clothing.I ordered a pair of jeans online in January. When I wore them one of the legs kept twisting round my leg. When I came to iron them after washing realised the seam on one leg was not straight. Got in touch and they agreed to refund. Despite numerous exchange of emails I have still not received refund. They said they refunded to the card I used to purchase (on 24th Feb) but my card provider has no record of refund. Including postage 1 am £19.95 out of pocket. Be warned. I thought Dorothy Perkins had a good name but I would never buy from this company ever again!This is my go-to place for clothes that I know will fit me. It does bigger sizes which is good. I have since lost weight but still find them the best for finding things that fit well, especially jeans. I love them. They can be a little expensive but the items I have brought have lasted me years. Online shopping is as good as in store, items are sent quickly and the overall service is good. I tell everyone to shop here who is struggling to find clothes they like or that fit well.Absolutely awful customer service. Rip off company with no regard for their customers. Parcel was late and was refused a refund even when they had lost my parcel and could not confirm when it would arrive. I have been overcharged and refused to be given a refund. Then told I hadn't paid at all and my receipt and bank statments showing the funds leaving was not proof of purchase. So much stress and ruined Christmas as they continued to take funds from my account. After 7 weeks and no response from them I was offered a £25 'good will gesture' I am still out of pocket as the funds have left multiple times. £96 x 2 £114 £146 £261 In total £83 should only have left! I have reported to trading standards. I have also now been charged £110 from my phone provider for being on the phone to Dorothy Perkins to try and resolve the mess. Again I was refused compensation and told they could not give me the money back for the phone calls. I will now shop elsewhere and have told everyone I know to do the same.Ordered online, paid for next day delivery, got the email stating order dispatched later that day, 2 days later, no order so I called, only to be advised that this is lost in transit and they are unable to order anymore as all 7 items I had ordered were now out of stock. They will issue a refund but it takes 5 working days... not good enoughWent into store to collect a parcel & was given wrong parcel. Phoned store to say I would come back the next day to do exchange with parcels When I went back snotty girl so rude I had a load of questions fired at me she finally went to get my parcel & I was told the other customer could complain & get her order refunded I said never mind me getting home with wrong order having to come back & pay car park charges. DisgustingWarning! Do not order online at Dorothy Perkins! It is the most incompetent and rip-off online shop I have ever ordered from. I ordered 5 pairs of shoes and sent all of it back due to the lack of quality and cheap material. The heel of one shoe was completely broken. First, you have to pay yourself to send back the products, I paid 20 Euros! (This was not clearly indicated on their website, otherwise I would not have ordered) Second, it was complicated because the Return Label I received required some kind of Return Number. After contacting customer service numeral times, it turned out that the Return Label they sent me was old, I don't need a Return Number and can basically print out a label by myself. 2 Months passed without any sign of life by Dorothy Perkins. Now they sent me a bill and want to charge the broken pair of shoes! Worst experience and most incompetent company ever. Do not order anything from this shop!Incomplete order sent out as item not in stock, and the issue with refund which has been going on for 2 weeks. Email response slow (3 days). On hold on phone for 30 min + before gave up. After 4 separate email correspondence issue still not resolvedI ordered some nice looking tops from Dorothy Perkins and ended up spiralling into the most miserable customer service experience I have ever encountered. I do a lot of online shopping and normally you can tell from the photos roughly what kind of quality the clothes are. Not so with Dorothy Perkins who had edited their product photos so they looked completely different in reality. I received transparent t-shirt tops that were made from material so thin that I am amazed the tops didn't rip as I tried one on. After one try, I put the rest back, not even opened, and returned the lot on the SAME day as I received them, just 1 hour after the courier had been. I also explained on the returns note that they were such poor quality I was unlikely to order from DP again. Well they didn't keep my returns note and didn't count the number of tops returned correctly and tried to charge me for one of the tops. That's when things started to go wrong. I wanted to call them to sort it out - I get unlimited free calls to geographic numbers. However, I discovered the only way of doing this is by calling their chargeable number - I wasn't prepared to pay to sort out their mistake so instead I emailed them and their Indian call centre reps picked up the issue. What followed was a series of emails where they didn't read my email properly and didn't answer my question. Eventually they understood and they insisted the only way of getting the refund was to provide proof of posting which I had lost. I told them all they had to do was to refer to my returns note and the issue would be sorted but they didn't even acknowledge this and kept repeating over several emails that there was only one solution. I decided that I wasn't getting anywhere so I called their chargeable number and spoke with a UK customer service rep who said that in cases like this, all I had to do was to wait 28 days and they'd refund the uncounted top. I reminded them that the tops were bought using Klarna's buy now pay later scheme and so they would have to adjust my account with Klarna. Also remember this top was only worth £8 and I work in retail supply and know the margins. DP would have paid no more than £1.50 for this top. I told them I was unhappy with their proposed solution but there was nothing more they were prepared to do (over a top that cost them less than £1.50) so I resigned to waiting the 28 days. After 34 days I asked them why they hadn't sorted out the refund and they continued to make things difficult by asking for when I returned the top even though they had a copy of their returns email that they sent to me. I provided this and the date I returned the top and but it still took 4 subsequent emails and I had to provide various bits of information that I had already given them or that they already had. Eventually they proved themselves to be winner of the WORST retail organisation in the UK by telling me they were giving me a refund and were not prepared to settle my Klarna account. How they even managed to give me a refund I have no idea since I've never even given them my card details. I told them that they should settle my Klarna account but they told me instead I had to contact Klarna to sort it out. So they tried to charge me for a top I didn't keep that to them cost just £1.50 and made me spend 3 1/2 hours sorting out the problem and they've still not sorted out the problem... Absolutely dire company - please take my warning and don't buy from them unless you're prepared to run the risk of this kind of experience.This is the second time i had a bad experience in dorothy prerkins in Stratford, I asked the customer assistant if they can find me a size 6 top as i could not find in the rail she said "if there is none then we don not have them try online maybe" seriously how can a store not have size 6 in stock when the store is big, been to topshop or mango or urban outfitters, if I ask for them to check if they have the desired size or color I want they always check and let me know but dorothy perkins its my second time and have heard the same $#*! from the customer assistants... do you really dont have them in stock or were these ladies lazy and did not bother to check?Alarming customer service... poor. Nottingham VictoriaI absolutely love the clothing at Dorothy Perkins, but unfortunately their custom charges are fraudulent. I placed a $120 order with them, and approx. Two weeks later I received an email stating that I needed to pay an $80 customs fee. I am in the United States and the law states that we do NOT have to pay any duties on clothing purchases under $200. I contacted Dorothy Perkins about this and they refused to send my items without me paying the fee. I looked at the tracking, and the package never even arrived to U.S. soil, it was sitting in England waiting for the "customs fee". I refused to pay it and Dorothy Perkins had the shipper return the package to them. They also did not fully refund my money even though the merchandise never even touched my hands, and the money they did refund took two months to appear back into my account.