CRUISE Reviews

Name: CRUISE
Rating: 3.91

3.9 Rating 11,534 Reviews

70 %

of reviewers recommend CRUISE

3.9

Based on 11,534 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 82%
Accurate And Undamaged Orders	Greater than 90%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

Visit Website

Phone:

0845 1641758

Email:

customercare@cruisefashion.com

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Paniz

CRUISE 1 star review on 30th September 2022

EllieD

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Order an two items from the cruise online, a hat and a t shirt. I used the FF20 discount code, but when processing the order the discount wasn’t in use. I contacted them about refunding the money as two which an customer service advisor lied to my face and stated that the code wasn’t ready at the time to be used and that’s why I hadn’t received my discount. I replied to that saying that I have a screenshot of the items in my basket before I purchased it (which I do have) and the price was discounted, which proves the advisor lied. She then went on to change her story as to why they couldn’t process this refund, I stipulated that I wanted to have this escalated as I had lost confidence in the advisers ability to do so. She then went and said that the only way to get my money back to return the items and buy them again with the code (which isn’t feasible due to me being a vulnerable person due to the CIVID-19 situation). She then closed of the case as completed without even trying to rectify their mistakes or her lies. I would strongly recommend to anyone who thinks about shopping at frasers group (cruise, house of frasers, flannels) to rethink. The customer service is appalling.”

Helpful Report

Posted 5 years ago

“I have not received my order. No dpd courier has knocked on my door and not order has been recieved myself or any of my family members. I have also checked with neighbour's but they have also not got my order.”

Helpful Report

Posted 5 years ago

“Sent me wrong T-shirt that was £30 less than what I paid for.”

Helpful Report

Posted 5 years ago

“Order number CRUS40000060395094 I ordered an item which must of been a children’s size cap which was not mentioned in the description and to return the item this cost me money, you would think free returns would be included like other successful retailers. My order was refunded however they did not take into account the £6.99 delivery I paid for. I am very un happy with this service, the customer care team are also very ignorant.”

Helpful Report

Posted 5 years ago

“Case number 83323. I had a shockingly bad experience with your Customer Services team, when I was sent the wrong item. The company did not even acknowledge that they had sent me the incorrect item, despite the fact that the item I received - a Men's Pyrenex Jack Logo Cap - is not even available for purchase on the Cruise website. A Junior Boy's version of the Jack Logo cap is available, but not a Men's version - it was the Men's version I received. My actual order was for a Men's Pyrenex Mike Logo cap, but because on the order confirmation it stated Jack Logo and that is what I in fact received (incorrectly), the Customer Services Rep - Chloe - kept reiterating that as I had received what was stated on the order confirmation, it was the correct item I'd received, and refused to accept that it wasn't even available to purchase on your website. Not only that, she kept repeating that I had to go to the trouble of returning the cap, even though this was the company's error not mine, and refused to acknowledge my concerns about risking my health to go to a post office to do this, in the current climate with the risks of contracting coronavirus. I do not see why I should have to do this, given that it was the company's error not mine - there was no acknowledgement of this point either. I'd like a senior manager to have sight of this, as I am an extremely unhappy customer. I just want my money back now, as clearly there are serious issues with your systems if you can send me an item incorrectly that isn't even for sale on your website. Finally, I even offered to send a photo of the incorrect item, but there was no acknowledgement of that offer either. Thank you, Victoria Grant”

Helpful Report

Posted 5 years ago

“Not received parcel on the day I was supposed to and no update or reply from customer service.”

Helpful Report

Posted 5 years ago

“Absolutely terrible I received the wrong t shirt and I have been trying to contact you guys for 3 days but still no reply.”

Helpful Report

Posted 5 years ago

“I ordered a pair of trainers when I Received my order I opened it and to my horror there was only one trainer in the box it's taken me six days of emails to get a response from cruise no apology just we'll get dpd to pick your item up great customer service I don't think so”

Helpful Report

Posted 5 years ago

“Jackets were a lot thinner than I expected but more disappointing was that both the T-shirts arrived with the security tags still on them. How am I supposed to remove them?”

Helpful Report

Posted 5 years ago

“Very poor I ordered Vivienne Westwood earrings and a necklace. Two boxes came earrings in one the second box was empty no necklace. I know because of covid19 there maybe less staff working. But we can’t get any contact with cruise so have no idea how to get a replacement or refund , disappointing service.”

Helpful Report

Posted 5 years ago

“My product didn't arrived.”

Helpful Report

Posted 5 years ago

“Absolutely shocking services and customer services, i ordered a cp compqny boys white shirt when it came i opened the box i could not believe what i saw, the shirt was like it had been through a shredding machine, i was days waiting for someone to get back to me absolute joke i even had to return the item even tho it was not worth returning, i should of juat got a refund.”

Helpful Report

Posted 5 years ago

“This website is impossible to reach CS team. I ordered item and I requested to cancel.. never pick up phone and no reply email. And sent.. I requested to return label. They don't have return label. Still I didn't receive any message from them. Never use this website.”

Helpful Report

Posted 5 years ago

“Only a part refund when the whole order was sent back in the same package , luckily had signed for postage will be claiming on PayPal”

Helpful Report

Posted 5 years ago

“pire expérience shopping de ma vie. service client inexistant c’est une honte”

Helpful Report

Posted 5 years ago

“Returns are a joke”

Helpful Report

Posted 5 years ago

“Absolutely disgusted with the service. I bought a jacket but it was no good so I sent it back over a week ago. I’ve emailed them a dozen times but they just won’t answer. All I want to know is if I’m getting a refund or a replacement jacket. They simply won’t reply. I’m absolutely furious about this.”

Helpful Report

Posted 5 years ago

“Wouldn’t recommend, ordered 3 tops on 20/03/20, after not receiving tops I checked the tracking number which had been wrongly assigned to my parcel as DPD said it’s been signed for but after phoning DPD it’s a different parcel at a different address and after writing serveral messages to which I got a response yesterday completely disregarding that I had already called DPD and it’s the wrong tracking number I have for my parcel . Laura proceeded to tell me to check with my neighbour? And safe places so they could then put forward a case for a missing parcel. The parcel is not missing? It’s the wrong tracking number assigned to the wrong parcel. At this point I just want a full refund as not only was it a gift that is now late ..the service you provide isn’t up to much either.”

Helpful Report

Posted 5 years ago

“Ordered a pair of Boss trainers Photo on Cruise website was different to what I received. I paid for express delivery and returned them by registered post. No apology for Cruises error and no compensation for both postage charges”

Helpful Report

Posted 5 years ago

“Not impressed at all. I've been since my order minus the tracksuit top. I have sent e-mails. Filled in the online form and had a chat online and still got nothing. Wont be shopping on the website again. Poor”

Helpful Report

Posted 5 years ago

CRUISE is rated 3.9 based on 11,534 reviews