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

“I have never written a negative review before, but the experience I had at Ann Summers Nottingham has genuinely made me feel the need to. I purchased an item in cash after being assured that if it didn't fit, I could return it as long as it was unworn, had the tags attached, and I kept the receipt. I didn't try it on in-store because there was a very long queue, and I trusted the advice I was given. When I returned the item, it was unworn, with the tags still attached, and I had the original receipt. Despite this, Douglas and Hanton refused to accept the return. Instead of explaining the situation professionally, they were disrespectful, sarcastic, and incredibly dismissive. Whenever I tried to speak, I was met with a sarcastic "okay" and no effort was made to listen. To make matters worse, they even wrote "NOT RETURNED" on my receipt, seemingly just to prove a point. When I asked for their names so I could leave feedback, the manager stepped in and said, "Take my name instead." Rather than addressing my concerns, it felt like all three staff members were simply covering for one another. Whether the return could be accepted or not, there is no excuse for treating a customer with such disrespect. This was genuinely one of the worst customer service experiences I've had, and I hope no one else has to deal with the same treatment.”

Helpful Report

Posted 2 months ago

Hello anon, Feeling confident about a purchase and then leaving with concerns about how a return was handled is understandably disappointing. I can see why this would feel frustrating, particularly when you believed you had followed the guidance provided and then felt your concerns weren't being listened to when you returned to our store. Thank you for taking the time to share such detailed feedback about your experience; I will share this to the Operations team so it can be investigated. Team AS (Kellie) x

Posted 1 month ago

“Return at the shop was not accepted on the grounds that the item had been opened. However the return process goes through a tick box process to give a reason for returning the item. These included, “quality not expected, too small, and damaged. So whilst acknowledging that undergarments have a hygiene protocol there is an ambiguity here because how do you access the item without opening it. I left the Ann Summers shop in Brighton with a sense of injustice as I had only opened the bag and not touched the item. By the the way the item was a knickers box item traded under Ann summers and the item itself looked of very poor quality.”

Helpful Report

Posted 4 months ago

Hi Phillip, A return process that leaves you feeling uncertain and unable to resolve things as expected is understandably disappointing. I can see why this would be frustrating, particularly when the return options suggested that the product could be assessed for reasons such as quality concerns, yet you left feeling unclear about how that applied to your situation. Thank you for taking the time to share your experience and feedback - since this review, we've invested a lot of time in improving the wording and clarity of our returns policy for purchases, so I hope (if you do decide to shop with us again), you and others will see improvements. 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

“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 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.”

Helpful Report

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

“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

“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

“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

“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

“Absolutely shocking. ordered 2 items online to the value of £40 items arrived in boxes. opened both and notices the elastic on both was all puckered like it had been overstretched and rotted. sent both back via evri, chased for my refund only to be told that due to the boxes being opened they couldn't refund me! how on earth do you assess an item for suitability from a picture on a box! They have now tried to send these items back to me which i have refused! AVOID ONLINE ORDERING really disappointed and will not order again!”

Helpful Report

Posted 2 years ago

Receiving items that didn't meet your expectations and then feeling unable to complete the return as you had hoped is understandably disappointing. I can see why this would be frustrating, particularly when you believed the condition of the items was the reason for returning them and were then left dissatisfied with the outcome. Thank you for taking the time to share your experience with us - we've made a huge amount of positive changes in our products, returns policies and processes since this review. If you do feel like you can give us a fresh try, we'd welcome the chance to show you how we've improved. Team AS (Kellie) x

Posted 1 month ago

“Very poor staff in Sheffield returned a garment that I had not even tried on and the lady said she was unable to return it as it had a mark on I was mortified as it was in-fort of other shoppers and my partner so I left the shop got back into the car and there is no mark on the garment!!!! Extremely rude member of staff will definitely not be going back to Sheffield AS again”

Helpful Report

Posted 2 years ago

Feeling uncomfortable during a return enquiry can really affect your overall impression of a store. I can understand why this has left you feeling let down, especially when you felt the item was in a different condition to what had been suggested and the interaction left you feeling embarrassed. Thank you for sharing your experience so openly. We're sorry this visit has had such a negative impact on your impression of us - since this review we've made a huge amount of progress in store training around returns / refunds, so hopefully you'd have a completely different experience if you needed to do this in future. Team AS (Kellie) x

Posted 1 month ago

“Very poor. I have ordered Lelo Sona 2 with them and it was faulty, sent it back and expected for the same item to be exchanged, however they sent me the wrong item which was 5 x less expensive than Lelo and claimed that this is what they received. I am very disappointed will not order with them again.”

Helpful Report

Posted 3 years ago

The experience you've described sounds frustrating from both a product and returns perspective. I'm sorry this felt disappointing for you. After returning an item you believed to be faulty, it's understandable that you expected a straightforward resolution and clearer communication throughout the process. We appreciate your honest feedback. Team AS (Kellie) x

Posted 1 month ago

“customer service extremely poor, I have been chasing a refund for over a month, I sent all my items back and they claim I never did even though i have proof of return! still no resolve”

Helpful Report

Posted 3 years ago

Waiting over a month for a refund and still not having a resolution is understandably disappointing. I can see why this would be frustrating, particularly when you've returned the items and have proof of doing so. Thank you for taking the time to share your experience and concerns with us. We've invested a lot of time and effort in improving our customer services team since this review; so it'll feel markedly different (better) for customers these days :) Team AS (Kellie) x

Posted 1 month ago

“Terrible customer service in store, over the phone, takes days on end to do one simple thing, unfollowed through service, which has taken up way too much of my time on my behalf. DO NOT BUY FROM THIS CONPANY.”

Helpful Report

Posted 7 years ago

“Paid for next day service yesterday but my parcel didn't arrive today. I search dpd by the number provided by AnneSummers, search returns nothing. Help page on the site doesn't work (404). It's rip off then if I pay more for a next day delivery but don't get my stuff”

Helpful Report

Posted 7 years ago

“Sent half my order with a delivery note saying they'd sent all of it, had to call them and speak to an advisor in customer service to get my full order sent out Pretty annoying as u don't really want to have to discuss missing intimate products with a stranger which is why i orders online in the first place”

Helpful Report

Posted 7 years ago

“Absolutely disgusted with their ‘sizes’ I am a size 14 but have a large bust so ordered a size 18 bikini top as the cup looked more like it would fit. When I recieved it I was appalled to see that it wouldn’t even fit my size 8 sister who doesn’t have large boobs! Absolutely shocking! No wonder so many people have self confidence issues”

Helpful Report

Posted 8 years ago

“Firstly we purchased a cock ring- should be called an anti cock ring because why do you need an idiot friend to cock block you when you have this. Talk about let your little man down because it kills your boner one time. He's been shrivelled up like a dead prune since i used it 3 days ago. On the plus side it makes a good belt. Secondly the lube. Haaaa my gawd! Its so sticky we woke up conjoined twins. This is not lube this is superglue in a lube bottle. Lastly the condoms - super ribbed and dotted for extra pleasure; maybe if you're a midget but for any normal sized person its a belly top for your dick. Save your money and buy from Tesco.”

Helpful Report

Posted 8 years ago

“Well to start off my vibrater said it was waterproof but when I used it the shower it gave me a big shock. I thought it was going to kill me cos I was rubbing my nipples with it at the time and it was really close to my heart! After that I told my boyfriend to use a numbing cream so he could last abit long in the bedroom but lost all feeling in his penis, but we carried on so after 10 minutes we got into doggy and he was really going for it and his penis accidentally came out and went up my bum but cos he lost feeling he just carried on pushing my shit out of my throat, but other than that it's really good quality products.”

Helpful Report

Posted 9 years ago

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

Ann Summers Reviews

Email:

Location: