Name: Ann Summers
Address: Gold Group House, Godstone Road, Whyteleafe, Surrey
Rating: 3.95

“We visited Anne summers shop in Blackpool on sat 16th August 2025 was helped by a young lady called oak who was absolutely amazing helpful and extremely understanding excellent member of staff and will go back because of oak”

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Posted 1 year ago

Hi Vicky, From your review, it sounds like the experience was made special by the service you received. Knowing the colleague was so supportive, attentive, and helpful makes this fantastic feedback to receive. Thank you for taking the time to share your experience with us 😊 Team AS (Kellie) x

Posted 1 month ago

“Ich war bei Ann Summers im Trafford Centre und wurde von Keira bedient. Sie war sehr freundlich und hilfsbereit. Dank ihrer Hilfe habe ich einen perfekt sitzenden BH in einer tollen Farbe bekommen. Keira hat mir sogar meine Größe notiert. Vielen Dank”

Helpful Report

Posted 1 year ago

Hi anon, Finding the perfect fit and leaving with a bra in a colour you love is exactly the kind of outcome we hope for 😊 We're delighted the colleague in our Trafford Centre store was able to help you find the right size and make the experience so positive. It's lovely to hear that noting down your size was such a helpful touch, and we hope to welcome you back again soon. Team AS (Kellie) x

Posted 1 month ago

“I visited the Argyle Street, Glasgow today to purchase a range of underwear I already have in another colour, Roslyn asked if I had the right size and we had a chat, she was patient, extremely knowledgeable and it turns out I’ve been wearing the wrong bra size… wonderful member of staff, I’m delighted and will be returning asap❤️”

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Posted 1 year ago

Hi Sandra, Finding the perfect fit and discovering you've been wearing the wrong size all along is exactly the kind of outcome we love to hear 😊 We're delighted the colleague in our Argyle Street store took the time to share their expertise and help you find what works best for you. It's wonderful to know you left feeling so pleased with the result, and we look forward to welcoming you back very soon ❤️ Team AS (Kellie) x

Posted 1 month ago

“I’ve been a long-time Ann Summers customer and have spent hundreds of pounds over the years, but sadly, this most recent experience has really shaken my trust in the brand. I ordered a bra and pants set in-store (which wasn’t in stock) and arranged for it to be delivered to my home. The in-store staff member who helped me was brilliant - very friendly and efficient. Unfortunately, everything went downhill from there. The delivery process through Evri was a mess. The parcel was meant to arrive on Saturday 5th, but no delivery attempt was made, despite the notification saying otherwise. The package then didn’t go out on Monday or Tuesday, and trying to contact Evri was incredibly frustrating - repeated promises of updates within 24 hours that never happened. Eventually, I contacted Ann Summers customer service directly. The representative was helpful and sent a replacement - only for it to arrive missing the bra. When I reached out again, I was told the bra was out of stock. No one informed me of this before shipping the replacement. Had I known, I would have cancelled the order entirely and chosen something else. After multiple contacts with both Ann Summers and Evri, I’ve still only received half the set, which was meant to be a gift. Now I have to return the item myself and start all over again - likely with a different retailer. This whole process has been exhausting and unnecessarily difficult. I expected much better coordination and communication from a brand I used to trust. I sincerely hope Ann Summers reviews its customer service and delivery processes - especially when relying on third-party couriers”

Helpful Report

Posted 1 year ago

Hi anon, When you're ordering a gift, you want the experience to feel exciting and straightforward. I can understand why this has left you feeling disappointed, particularly after placing your trust in a brand you've shopped with for many years and finding yourself still without the complete set you originally ordered. Thank you for explaining your experience so thoroughly. We're sorry this situation has had such a negative impact on your confidence in us. Since the review was posted, I wanted to let you know that we've spent a lot of time and effort on improving our customer services team and have switched couriers (away from Evri, back to Royal Mail and Amazon Shipping - 2 of the highest rated courier offerings in the UK). If you have space for us in your life, we'd love to see you try us out again and see how you get on. Team AS (Kellie) x

Posted 1 month ago

“Ann Summers Argyle Street. I really dislike clothes shopping mainly due to unrealistic sizing and the amount it varies from shop to shop. Our visit to Ann Summers on 30/06/25 was delightful. The staff members Melanie/Kelly/Louise and Skye ALL served us at various times and were fabulous. Nothing was too much trouble. Attentive, exceptionally knowledgeable and extremly sympathetic to my needs. They didn't have one of the items we were looking for in store but it was ordered instore from your website for home delivery. A great service ensuring that the staff member gets the sale and customer is happy. You 3ven checked other stores close by for us to see if they had the size. Big Gold shiny stars all round Team. You were all fantasticly amazing 👏 🤩 ❤️ ✨️”

Helpful Report

Posted 1 year ago

Hi Annejanette, What a lovely review to read 😊 Shopping for clothes can sometimes feel challenging, so having colleagues who listen, understand, and make the experience enjoyable can make all the difference. We're so pleased the team helped turn your visit into such a positive one and left you feeling so well looked after. Your kind words will mean a great deal to them ❤️ Team AS (Kellie) x

Posted 1 month ago

“I wouldn't give them even one star if there was that option. I have never been treated so badly in my life. Laughed at! My daughter and I went to Brent Cross specifically to get a swimming suit for our holiday. The two girls that were working in the Brent Cross shop were extremely unprofessional and rude. They confronted me for 'breaking into the changing room. It was 7.30 and they claim to have locked it. I knocked on one of the changing room doors thinking someone was inside, when no one answered, I opened it. A good ten minutes later, one of the girls came and accused me of breaking in. She was extremely rude and confrontational. I will never shop there again. My daughter was so stressed she left everything and walked straight out of the shop. We went straight to the bus stop and got on a bus, when she realised she left her ear phones in the changing room. We went back, only to find the shop door closed and the girls inside cleaning. I knocked on the door, and the girl came and said I had to wait until they finished cleaning and she didn't know if the earphones were inside. I waited patiently for over 15 minutes and then knocked again. She said wait. I could hear them laughing from inside. Eventually she handed me the earphones with a smirk on her face. That was the worst shopping experience I have ever had.”

Helpful Report

Posted 1 year ago

Hi anon, Leaving a store feeling upset rather than excited about your purchase is understandably disappointing. I can see why this would feel frustrating, particularly when the visit was intended to help you and your daughter prepare for a holiday and the interactions you describe left you both feeling uncomfortable. Thank you for taking the time to share such detailed feedback about your experience, which I will pass on to the team. Team AS (Kellie) x

Posted 1 month ago

“I went in to find myself a bra to match a set of pants i bought elsewhere and the lovely Zoe at the Glasgow Buchanan Galleries store was super sweet and helpful in helping me find a cute matching bra and even helped me with finding the correct size for me, was very easy to chat to and made my experience shopping 10x more enjoyable!”

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Posted 1 year ago

Hi Finn, From searching for a matching bra to discovering your correct size, it sounds like your visit turned into a really positive experience. Knowing the colleague was so approachable, helpful, and easy to chat to while helping you find the right fit makes this wonderful feedback to receive. Thank you for sharing your experience with us 😊 Team AS (Kellie) x

Posted 1 month ago

“The customer service was amazing and Halle was very helpful in the Trafford centre store.”

Helpful Report

Posted 1 year ago

Hi anon, Amazing customer service and helpful support is exactly what we love to hear 😊 We're delighted the colleague in our Trafford Centre store made such a positive impression and helped you with everything you needed during your visit. We hope to welcome you back again soon. Team AS (Kellie) x

Posted 1 month ago

“I am extremely disappointed with my experience shopping at Ann Summers. I ordered five items online, intending to choose between them. When I went to return the unwanted pieces in-store, I was told they had no issues with the items but couldn’t process my return because I paid via PayPal - something that wasn’t made clear in the refund policy. I then tried to process the return online, only to have the system reject my details as 'incorrect'. After waiting a full week for an email response, I had to use someone else’s device to access their live chat (which wasn’t working on mine due to their website’s security settings). Eventually, I was given an alternative link to request a return and sent two items back via post. Ten days passed with no updates or confirmation - until my return package arrived back at my doorstep with a note stating my refund was rejected due to the items not being in their original condition. In fact, I returned them in perfect condition, with the original packaging resealed. To make matters worse, the boxes were sent back to me opened and scribbled on - so in a worst condition than I sent them - meaning I can’t even gift them now. Ironically, one of the items I kept arrived with a broken hygiene seal, but since I liked the item I decided to not raise the issue - regardless I knew they’d never believe me if I tried to return it. For a company of this size to go to such lengths to avoid refunding £15 is disgraceful. The entire process, from poor product quality to obstructive return policies and slow customer service, has been beyond frustrating. I will not be shopping here again and would strongly advise others to think twice before purchasing.”

Helpful Report

Posted 1 year ago

Hi Daria, When a simple return turns into weeks of effort and uncertainty, it can really affect your confidence in a brand. I can understand why this has left you feeling let down, especially when you believed the items had been returned in suitable condition and felt the process created more obstacles than solutions. Thank you for sharing your experience so openly. We're sorry it has had such a negative impact on your overall impression of us. Since this review, we've worked really hard to improve our in-store experience for PayPal customers, our returns policies and the online returns process. All positive changes which I hope would change your opnion on our business if you were to find the space in your life to try us out in future. Team AS (Kellie) x

Posted 1 month ago

“Be careful!!! Ann Summers used to be my favourite website I would buy every week. Unfortunately recently they've put in practice a way to charge you more. It's a fraud. They indicate that a certain item is on sale, but the sale price isn't applied. For all the articles on sale there's 2 lines , the initial price and the reduced price. For many articles they indicate 30% off, 40% off, but the price stays the same. That's called false advertising. I've tried to reach the customer service multiple times. Some of them said it's an error and they will talk to someone but the problem has never been fixed. I've contacted PayPal and they reimbursed me the price difference. It's appalling to me that an online shop wouldn't check and correct this error and not even bother to answer. They lied to me saying that the item will change price the moment I check out. Very disappointing.”

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Posted 1 year ago

Hi Ana, Seeing a promotion displayed and then feeling the discount wasn't applied is understandably disappointing. I can see why this would be frustrating, particularly after raising your concerns multiple times and feeling the issue remained unresolved. Thank you for taking the time to share your experience and feedback about both the pricing and support you received - we've made considerable improvements to the way promotions are applied (and our customer services team) since this review, which I hope will give you a completely different experience if you were to try us again. Team AS (Kellie) x

Posted 1 month ago

“Excellent ladies and Rosie-May was fab.”

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Posted 1 year ago

Hi Helen, Exceptional service from a colleague can make all the difference to a store visit 😊 We're delighted the colleague made such a positive impression and helped make your experience an enjoyable one. We hope to welcome you back again soon. Team AS (Kellie) x

Posted 1 month ago

“I recently purchased online gift cards from Ann Summers for my wife, totaling £150. However, when I received them, I was sent two gift cards—one correctly labeled as £50 and another that originally had £100 written on the envelope but was crossed out and replaced with £50. This is extremely frustrating, as I effectively received only £100 instead of the £150 I paid for. To make matters worse, I have been trying to reach customer service for a month with no response. There is no clear way to contact them, and my issue remains unresolved. I expected better service from a reputable company. This experience has been disappointing, and I hope Ann Summers addresses their customer service issues to prevent similar problems for others. Would not recommend purchasing gift cards online unless they improve their process and customer support.”

Helpful Report

Posted 1 year ago

Receiving gift cards and then feeling unsure whether you received the full value you paid for is understandably disappointing. I can see why this would be frustrating, especially after making repeated attempts to get clarification and feeling unable to resolve the issue. Thank you for taking the time to share your experience and concerns with us - since the review, we've invested a lot of time in our gift card process and customer services team, so you and other customers buying these should have a considerably improved experience :) Team AS (Kellie) x

Posted 1 month ago

“Soph and June are a Credit to Anne Summers and went over and above to provide Excellent customer service on Thursday 19/12/2024. I have recently lost a lot of weight and Soph and June could not do enough to help and were extremeley Professional and helpful. I will definately shop in this store again and recommend to friends and family. Thankyou so much, Soph and June, you made me and my boyfriend's day xx”

Helpful Report

Posted 1 year ago

Hey there! Finding the right support after such a big change and leaving with a smile is exactly the kind of outcome we love to hear 😊 We're delighted the colleagues took the time to help, offer expert advice, and make you feel so well looked after throughout your visit. Thank you for your recommendation, and we hope to welcome you back again soon. Team AS (Kellie) x

Posted 1 month ago

“RUDE AND UNPROFESSIONAL STAFF, DISAPPOINTING EXPERIENCE I would have given zero star but it wouldn’t me. My Christmas shopping experience on Tuesday 10th December, 2024 (between 11.40am and 12 noon) was ruined at Ann Summers in the Centre Milton Keynes shopping mall. I decided to treat myself to a ‘special toy’ and hoped that I would enjoy an exciting browse and shop at the well established Ann Summers store at Centre MK. With a reputation as a women friendly store I anticipated a pleasurable shopping experience in a safe, welcoming environment. However, when I approached the sex toy section I noticed a man just standing there. At first I thought he was a customer, but as I waited he just continued to stand there, and this made me feed quite uncomfortable and a little awkward. When considering such an intimate purchase, having a man hovering around is not something that puts a lady at ease. After circling around the shop three times to see if he would move on I noticed his employee lanyard. The thought of me re-entering the toy section, closely examining interesting items and then having a strange man moving in to commence a sales pitch or conversation on my options and choices made my blood run cold. I asked the female staff member wearing glasses present in the shop if there was a reason that there was a male staff at the toy section. In a very flippant tone, she flatly stated “Because he works here and because he’s very good at toys.” I was shocked at her attitude and didn’t know what to say to such rudeness and insensitivity towards a potential customer; without saying a further word I turned on my heels and left the shop as swiftly as possible. I have no issue that Ann Summers employs male staff, but the insensitivity of how they are used and the unprofessional attitude of the female employee I asked really upset me. She could have easily explained in a friendly and courteous manner that a male staff member was present and that as she could see from my manner and body language that I was uncomfortable with this have offered as a fellow lady to come and help me in the sex toy section, rather than disregard an uncomfortable situation for a customer and come back with a glib reply that ‘he’s good with toys’. What this female shop assistant should’ve said would be something like “I am happy to serve you if that’s OK with you.” But instead of offering me help, she was rude, insensitive and unprofessiona. I will certainly not be the only lady who would be deeply uncomfortable discussing the information I would have to give it to a male staff in order for him to recommend the best sex toy for me. Such a discussion information would be highly delicate and could involve sharing very very personal information. Even should I be brazen enough to discuss all aspects of what I wanted and needed to him, how could a male staff then explain or recommend something to me without creeping me out, discussing such things with a strange man. A large number of ladies have had unfortunate experiences in the past and may find an unknown man having such a conversation with them, even if quite unintended, being deeply triggering to them and cause severe emotional distress. I have no problem with male staff working at Ann Summers. But male staff will be better suited to serve at the till or a less sensitive part of the shop (which is the vast majority of the store area). It doesn’t matter how professional or how knowledgeable he is with the sex toys, this is not an appropriate area for male staff to be working in when single ladies are present. If a female customer doesn’t feel comfortable to interact with a male staff in this department, female staff in the store need to handle such situations more professionally and with much greater empathy, or at a very least not being rude to me as a customer as if I created a problem, and acting like they just wanted me to go away and not be a bother to them. Ann Summers has worked hard to establish their reputation as a renowned female friendly shop and a safe space for ladies to purchase intimate items. It’s so disappointing that the staff today were so insensitive and rude. I went out of my way to try to support local businesses and shop at a physical shop but it seems to me Ann Summers doesn’t care about their customers and their business, or they would emphasise such issues during their staff recruitment and training. There are plenty online shops out there, so I’m sorry, but bye-bye Ann Summers for a very disappointed and upset customer.”

Helpful Report

Posted 1 year ago

Leaving a store feeling uncomfortable rather than welcomed is understandably disappointing. I can see why this would feel frustrating, particularly when you visited hoping for a positive shopping experience and left feeling your concerns had not been handled with the sensitivity and understanding you were looking for. Thank you for taking the time to share such detailed feedback about your visit. Team AS (Kellie) x

Posted 1 month ago

“We have been using the Cardiff Store for a while now. It is always a pleasant experience with helpful and efficient staff, but on the last two occasions Chris has just been amazing. So very helpful, honest and totally respectful. You have a valuable member of staff in Chris and I look forward to seeking her advice and help in the future.”

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Posted 1 year ago

Hi Angie, Over time, it's the people in store who often make the biggest difference, and it's wonderful to hear that's been your experience in Cardiff. Knowing the colleague has been so helpful, respectful, and genuine during your visits makes this fantastic feedback to receive. Thank you for your continued support and kind words 😊 Team AS (Kellie) x

Posted 1 month ago

“i purchased an item but when trying to return it the system just sent me round and round i gave order number off delivery note that was issued e-mailed had a reply asking what the problem then despite sending more e-mails nothing i feel its very poor way to treat customers and will not use them again”

Helpful Report

Posted 1 year ago

Trying to return an item should feel straightforward, so I'm sorry this felt disappointing for you. I can understand why being sent round in circles, providing your order information, and then not receiving any further response would be frustrating. Thank you for taking the time to share your experience and concerns with us. Team AS (Kellie) x

Posted 1 month ago

“I made a purchase at this store in the Stratford Westfield shopping mall for the first time, I speak little English, I am Brazilian, I was served by Susana, who was very friendly, helpful and even spoke Portuguese to help me, very charismatic and attentive, I will return more often.”

Helpful Report

Posted 1 year ago

Hi anon, What a lovely review to read 😊 Feeling understood and welcomed can make such a difference when shopping in another language. We're so pleased the colleague helped you feel at ease and left you with such a positive impression of our Stratford Westfield store. We can't wait to see you again. Team AS (Kellie) x

Posted 1 month ago

“Appalling service. Online click and collect order made 9/10 after initial order confirmation heard nothing back. Contacted online customer service 16/10 told to wait two days..... Contacted again 19/10 to cancel and told order in transit so they can't. I have to wait for order to arrive, be returned, then I can have a refund?! After a 30 minutes of insisting that their poor delivery isn't my issue, all of a sudden I'm told my order is at the store ready and do I want it? No! I want my refund. Such a shame that customer service is not geared towards helping the customer but geared towards protecting a sale at all costs.”

Helpful Report

Posted 1 year ago

A click and collect order should feel simple and convenient, so I'm sorry this felt disappointing for you. I can understand why this would be frustrating, particularly when you were waiting for updates, trying to cancel the order, and feeling as though the process became far more complicated than it needed to be. Thank you for taking the time to share your experience and concerns with us. Team AS (Kellie) x

Posted 1 month ago

“Visited the Cardiff store today and i wanted to leave a review about Vicky.G, this lady went above and beyond for me today, when i couldn't find my size she searched for other things for me to try, fetching me different sizes, looking out the back for different styles that i may like, (it took us a while) but i managed to walk away with exactly what i wanted and that wouldnt of been possible without her!, and on top of that shes was so happy to help, nothing was to much trouble for her, she was friendly to talk to and just made my experience in the store so much better!”

Helpful Report

Posted 1 year ago

Hi Ellie, Walking away with exactly what you wanted after struggling to find the right size is exactly the kind of outcome we love to hear 😊 We're delighted the colleague in our Cardiff store went the extra mile to find different sizes and styles until you found the perfect fit. It's wonderful to know their dedication and enthusiasm helped make your visit such a success. We hope to welcome you back again soon. Team AS (Kellie) x

Posted 1 month ago

“Amy B was amazing in her customer service today and went above and beyond to help my sister and I find the right sizing. Incredibly helpful and very happy with the staff in the store.”

Helpful Report

Posted 2 years ago

Finding the right size and leaving feeling confident in your choices is exactly the kind of outcome we love to hear 😊 We're delighted the colleague went above and beyond to help both you and your sister find the perfect fit. It's wonderful to know you were so happy with the support you received, and we hope to welcome you back again soon. Team AS (Kellie) x

Posted 1 month ago

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Live Chat

Ann Summers Reviews

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