My Best Friends Wardrobe delivers high-quality knitwear and jeans with excellent packaging and delivery, but is severely undermined by inconsistent and dismissive customer service that refuses accountability for defective items.
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Received a jumper at the end of Nov. Worn a handful of times and washed a per instructions - item is now falling to bits and looks about 10 years old - seams coming away etc after 12 weeks of owning it. As it was out of the 30 day refund, I advised the company that as it was clearly faulty and requested a repair or replacement. This was denied until I argued my case and explained I have certain rights as a consumer that the item should be fit for purpose - only then they said to send the jumper back to 'inspect it' (their inspection is the passive aggressive woman who works in customer service just looking at it and forming an opinion) They advised me that the faults are all my fault for washing it in too hot water! What a joke! Poor quality fabric and charge £70 is the issue. Had to go down the route of opening a dispute to get a charge back as they wont replace it. What's even worse is the snide comments from Sarah in customer service who called me a liar twice - firstly said the jumper in question wasn't the jumper I had purchased then she said id not followed washing instructions. Always my fault!!!! Never mind the fact I have a second jumper that I ordered on the same day as the jumper in question - no issues or faults - I guess I can manage to wash that one ok but not the other one! Shame when you've got proper companies like Nike who replaced a pair of my husbands trainers after nearly a year after they started squeaking - no questions asked - just genuine customer service. Ive also seen the unprofessional clap backs at any negative reviews on line which again is appalling. Never experienced customer service like it.
Awful customer service. I purchase a skirt which I wore twice and already had a few pulls on that, very poor quality. When contacted customer service they refused to deal with it at all. Never coming back
I purchased a pair of jeans from the shop in Cobham which I tried to return but unfortunately the shop had since closed down. On the door was a note saying to contact customer support which I did (this was 7 days after purchasing the item, the returns period is 14 days). I never received a response to my original email so chased up 2 days later again via email, still no response so I called the following day and was advised to email with my address so a returns label could be sent, which I did. I never received the label so had to call them again and emailed my address for a 2nd time. Eventually I received the label 9 days after first making contact by which time the item to be returned was out of policy for refund and I was also on holiday. I returned the item the day I arrived back from holiday (19 November) and eventually received an email saying "due to the time elapsed, we will not be able to issue a refund. Our returns policy is 14 days. Full details of our returns policy may be located on our website. A gesture of goodwill, I will offer you an exchange". I didn't agree with their email and made it very clear to them and I couldn't see where the 'gesture' was as the time lapse was due to them not making contact for 9 days but I decided to accepted their 'gesture' rather than continue the debate as they do have some nice clothes. I requested a different item via email 5 days ago but again no response so I emailed again today asking if the item had been sent and was advised "We are out of stock of your requested item". No other suggestion of what I should now do, or offer of a credit note. I followed up with another email and received the following unhelpful response. "To reiterate. We received your return on the 25th of November. This is considerably outside our 14 day returns period. We have not has stock of the item requested for a considerable amount of time. We do not provided credit notes for late returns and on this basis I will be returning your item in the post to you today, at the cost of MBFW. I trust this matter is now resolved" How rude, how can you treat your customers in this way!! I've tried to make contact with customer service for several hours today but the line is continuously engaged! I wouldn't buy from this retailer again which is a shame as I often shopped in the Cobham store.
I paid extra for 1 day delivery and still have not received my jumper. I wanted it for a holiday away - sadly this will not be the case
I was really keen to get the jumper dress and cream cardigan and was happy when it arrived. However the cardigan has a hole in it. I emailed customer service twice and nothing. I mentioned it on Instagram who said someone would be in touch. They did get in touch and I emailed them again and nothing. It’s over £70 not cheap and hugely disappointing that it’s not being addressed. I am not hopeful of any resolution so would not buy from here again. Shame as nice stuff.
Based on 40 verified customer reviews, My Best Friends Wardrobe holds an average rating of 4.4 out of 5 — rated Great on ReviewTerminal. 85% of customers gave 4 or 5 stars.