“I have the same issue as one of the reviewer had. I received an invoice from UPS for duties associated with an order from Aspinal of London. I contacted Aspinal of London by phone and by email with the invoice attached. They were supposed to take care of the issue, but did not. About a year later, I got a letter from a collection agency. I'm very disappointed with the way this company is handling the situation. I'm getting in touch with Aspinal again. If there is any progress, I will update my review. I hope this will not happen to anybody else. We are too busy to have to deal with this kind of problem. It is very frustrating that someone said that they will do something and never did do anything.”
“BUYER BEWARE
The customer service and management is appalling.
Shipping delays, no replies to emails, website chat not working and when it does told to fill out a form which also does not work on their website.”
“Without telling us, they charged us shipping and taxes on an international return that we did. How do we know when we may well have kept the product or exchanged it We won’t be buying from them again”
“The site inform that the import duties are included, but it is not true. I bought an item and was charged later on by UPS. I was in contact with the customer support of Aspinal and the answer I got was unfortunately not helpful. I end up be contacted by debt collection company and have to pay approximately EUR 200. Be aware that Aspinal will not help you with this type of claim. Disappointing.”
“Outstanding customer service from Emily Pumfrey, the best I’ve ever received. She was extremely helpful, articulate, cheerful, and understanding. A wonderful role model for Aspinal. Thank you.”
“Promise delivery within 2-3 working days at the checkout on the website. This, apparently, is in addition to days that they allow themselves to dispatch. Customers expected to do a comprehensive review of the entire website because somewhere there (and not at checkout) allegedly there’s a note about that. Manager at meetings so too busy to attend to customers. Premium prices, garbage attitude towards customers.”
“Terrible customer service, no kindness or consideration. Product arrived days later than expected, tried multiple times to contact them, fobbed off on online chat, email not responded to and when I finally got through on the phone the woman had no time for me. I was told she would reply by email, had to phone two days later as surprise surprise - no email received. I liked the bag when it eventually showed up although there is a fault in the strap I despair at the thought of trying to get anyone to fix it or replace it. Had I not waited for any sensible service I could have had it much cheaper. Really disappointed”
“Bought the Mayfair Midi for my wife at Regent Street London, love the design and quality of the leather bag. Staff is helpful and professional. My wife will be delighted to receive it.”
“I wish there was an option to give 0 stars as that's what this brand deserves with their service and after sales which is beyond pathetic and appalling!! I have been purchasing their products since 2013 ("loyal customer" as they like to call) and it is unbelievable how bad they have become now. Will NEVER EVER be purchasing their products anymore.......
I placed an order last month for Christmas gifts purpose and paid extra for gift wrapping each gift, however the order arrived with no gift wrapping! Also one of the items that we bought looks radically different to how they portray it on their website!! It looked like a decent size carry case for makeup, but in fact it is so small, it is ridiculous to be given as a gift. You can barely put a lip balm or lipstick in it. This is so misleading, i have no words for it and feels totally cheated as a customer!!! This is not the kind of service one expects from an expensive brand like Aspinal!
Called the customer service team the same day i received everything and explained everything to a lady. I was assured my compliant would be escalated to her manager and they will get back to me immediately. Never heard back from them, so I sent a strongly worded email 4 days after my original call. In that email i had clearly said if I didn't get a response to my email within 24 hours I will start putting reviews about them everywhere I could. Actually now it's been 48 hours since I sent that email and still no response at all from them which clearly indicates what they actually think of their customers. They have absolutely zero respect for their customers or their feelings or any interest in resolving anything. I feel you can get better service at Tesco, Argos etc. Stay away from this brand everyone. This is from a customer who has bought several of their products over the years.........”
“Missleading advertisement!
I have purchased a leather case of men`s manicure for my partner in Cognac brown colour.
However I have received completely different colour than advertised on the website - bordo red, rather feminin like.
After my email with added photoes (which clearly shows it`s nothing like advertised!) to the customer service I got a short answear that there is nothing they can do and the colour is ,,identical`` on their computer screen to advertised photoes! Pathetic lies.
Since I have personalized my item with inicials I was told it`s unable to be returned - but again- it isn`t my fault in the first place that I received completely different colour of the item and their advertisement is wrong and missleading!
The item has been discontinued now on their website....
I didn`t get any answer back after my second email.
The lack of support is very dissapointing from a known company like this.
I am never going to order anything there again.”
“Missleading advertisement!
I have purchased a leather case of men`s manicure for my partner in Cognac brown colour.
However I have received completely different colour than advertised on the website - bordo red, rather feminin like.
After my email with added photoes (which clearly shows it`s nothing like advertised!) to the customer service I got a short answear that there is nothing they can do and the colour is ,,identical`` on their computer screen to advertised photoes! Pathetic lies.
Since I have personalized my item with inicials I was told it`s unable to be returned - but again- it isn`t my fault in the first place that I received completely different colour of the item and their advertisement is wrong and missleading!
The item has been discontinued now on their website....
I didn`t get any answer back after my second email.
The lack of support is very dissapointing from a known company like this.
I am never going to order anything there again.”
“Dreadful aftercare. I bought a silk scarf which unravelled after 1 hand wash. After providing all information requested communication suddenly stopped .
I will never use this company again”
“They sell quality products at a budget price. Fall in Love with their clutch and leather bags. They also offer an exclusive discount to their regular and new customers.”
“Dreadful refusal to repair special edition bag costing £675.00 ... arrogant staff in Selfridges concession who were totally unconcerned about faults.
I would avoid this company in future”
