Name: Phase Eight
Rating: 4.31

“The fascinator was not available and was the reason I purchased the outfit for my sons wedding very disappointing”

Posted 4 months ago

We’re really sorry to hear the fascinator wasn’t available and that this affected your purchase for your son’s wedding. That isn’t the experience we want for you. Please contact our Customer Care team with your order number and we’ll look into alternatives or a suitable resolution as quickly as possible.

Posted 4 months ago

“I haven’t received it !!!!”

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Posted 4 months ago

We’re really sorry you haven’t received your order yet. This isn’t the experience we want for you. Please contact our Customer Care team with your order number so we can look into this and resolve it as quickly as possible.

Posted 4 months ago

“Drove 18 miles to the store to collect and try the dress on, when the store assistant opened the package only the dress was there not the lace overlay. Had to reorder it and go back again thus weekend, good job I don't need it for few weeks, waiting to hear what phase eight will do.”

Helpful Report

Posted 4 months ago

We’re really sorry to hear about the missing lace overlay and the extra trip to the store. That isn’t the experience we want for you. Please contact our Customer Care team with your order number and we’ll look into a resolution and next steps as quickly as possible. We can also arrange alternative options if needed.

Posted 4 months ago

“There was no communication, item I ordered was not dispatched promptly and I had to chase it, making it late on delivery time and when I returned it there was no updates letting me know they had received it back unlike other companies I have dealt with.”

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Posted 4 months ago

Thanks for sharing your experience. We’re really sorry to hear you rated us 1/5 and that things didn’t meet your expectations. We’d like to look into this and help make it right. Please contact our Customer Care team with your order number and we’ll investigate and resolve as quickly as possible.

Posted 4 months ago

“I have emailed you regarding this dress which arrived late, badly packaged & looking like a dogs dinner No response to my email other than automated”

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Posted 4 months ago

We’re really sorry to hear your dress arrived late, poorly packaged, and in such a disappointing condition, and that you haven’t received a personal reply yet. This isn’t the experience we want for you. Please contact our Customer Care team with your order number and details of the issue so we can investigate and arrange a suitable resolution as quickly as possible.

Posted 4 months ago

“Dress ordered on 21 April , despatched to Evri but still not delivered. 🤷🏼‍♀️ no communication for last 13 days, no explanation. Will not order direct from phase eight again as long as they use Evri as a courier.”

Helpful Report

Posted 4 months ago

We’re really sorry to hear about the delay and lack of updates. That isn’t the experience we want for you. We’d like to look into this and help resolve it as quickly as possible. Please contact our Customer Care team with your order number and any tracking details so we can investigate with the courier and update you.

Posted 4 months ago

“Because you took my order and then did not supply it!!!!”

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Posted 4 months ago

Hi Marie, We’re really sorry your order wasn’t supplied. Please contact us with your order number and we’ll sort this out quickly and get you the item you expected. Kind regards, Team Phase Eight

Posted 4 months ago

“Very disappointed with Phase Eight quality for the price. There is something wrong with the clicker on the Fit on this platform. It does not allow for the correct choice.”

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Posted 4 months ago

Hi there, We’re sorry to hear you’re disappointed with the quality and the issue with the clicker on the Fit. That isn’t the experience we want for you. If you’d like, please contact us with your order details and we’ll look into this for you and help find a fit that works better for you. Kind regards, Team Phase Eight

Posted 4 months ago

“How do you process returns? Are they not checked? When the dress arrived (4 days late), it stank of perfume and body odour. Hugely disappointed, will not be buying online from Phase 8 again.”

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Posted 4 months ago

Hi Elizabeth, We’re sorry to hear about the late delivery and the strong odor you experienced, and we understand why you’re disappointed. We will be sure to pass this onto the dispatch team for further training. Kind regards, Team Phase Eight

Posted 4 months ago

“The delivery company used was very poor. I was messaged on 3 consecutive days with a delivery slot and they failed to deliver on these days/ slots. I contacted Phase 8 with a complaint and have not heard from Phase 8.”

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Posted 4 months ago

Hi there, We’re very sorry to hear about the failed delivery attempts and that you haven’t heard back from us. This isn’t the experience we want for you. Please be assured that we are looking into this matter with our delivery partner to understand what went wrong and to prevent this from happening again. In the meantime, we would like to help resolve this for you as quickly as possible. Please feel free to send your order details to our Customer Service team so we can investigate further and arrange a suitable resolution? Thank you for your understanding, and we sincerely apologise for the inconvenience caused. Kind regards, Team Phase Eight

Posted 4 months ago

“Usually love the dresses on here....somethings though are reduced for a reason!”

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Posted 4 months ago

Hi Alison, Thanks for your honest feedback. We’re really glad to hear you usually love our dresses, but we’re sorry this particular item didn’t meet your expectations. If there’s anything specific that didn’t work for you, we’d appreciate the chance to look into it and make things right. Please feel free to reach out to our support team, we’re here to help.

Posted 4 months ago

“Delivered with one of the ties at the neck missing. Surely the item should have been checked before delivery”

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Posted 4 months ago

Hi Eileen, We’re very sorry to hear that your item arrived with a missing tie. We completely understand how disappointing this must be and apologise for the inconvenience caused. All items are quality checked prior to dispatch, however on this occasion it appears an issue has been missed, and we will be sharing your feedback with our warehouse team to help prevent this happening again.

Posted 4 months ago

“Jacket did not get delivered and customer service incredibly unhelpful”

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Posted 4 months ago

Hi Lesley, We’re very sorry to hear that your jacket did not arrive and that you were unhappy with the support you received from our customer service team. This is not the experience we aim to provide, and we understand how frustrating this must have been. We would like to look into this further for you and ensure it is properly resolved. Please contact us with your order details so we can investigate what has happened and assist you as quickly as possible.

Posted 4 months ago

“Did not receive item. Advised was being delivered, then delay in delivery, then that it had been cancelled. Also, sent message on chat that matching outfit has stain on, bot closed enquiry.”

Helpful Report

Posted 4 months ago

Hi Cheryl, We’re very sorry to hear about your experience and appreciate you taking the time to raise these concerns. We understand how frustrating it must have been to receive conflicting updates regarding your order, followed by it being cancelled. This is not the level of service we aim to provide, and we apologise for any inconvenience caused. We’re also sorry to hear about the issue with the matching item and that your chat enquiry was closed before it was resolved. This will be reviewed so we can understand what happened and improve our support process. Please rest assured your feedback has been shared with the relevant teams, and if you still require assistance, we’d be happy to look into this further for you.

Posted 4 months ago

“Ordered 2 pairs of children's shoes in a size 9 twice. First time got a size 9 pair and a random pair of sandals. Took sandals back to a store and re-ordered a size 9 pair in the shoes I wanted. I received a pair of shoes and one was a size 8 and one a size 9. Tried to ring customer services, only to be told you couldn't ring them and to contact online. Completely fed up with phase 8 and shall not be ordering anything else as all trust has gone.”

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Posted 4 months ago

Hi Marcia, We’re very sorry to hear about the issues you’ve experienced with your recent orders and completely understand your frustration. Receiving incorrect items on more than one occasion is unacceptable and not the standard we aim to provide. We also apologise for the difficulty you had trying to reach our customer service team, and we understand how disappointing this must have been given the circumstances. We would like the opportunity to put this right for you. Please contact us with your order details so we can fully investigate what has happened and ensure this is resolved appropriately. Your feedback has been shared with the relevant teams to help prevent this from happening again. Please let us know how you’d like to proceed, and we’ll get it sorted quickly.

Posted 4 months ago

“Hat arrived folded inside a box that was much too small so was completely bent. I returned it immediately!”

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Posted 4 months ago

We’re really sorry to hear your hat didn’t arrive in perfect condition. That’s certainly not the experience we want for our customers. Your feedback about the packaging is really helpful, and we’ll be passing it on to our warehouse team to prevent this happening again. Thank you for returning the item, and if there’s anything further we can assist you with, please don’t hesitate to get in touch.

Posted 4 months ago

“I was advised that my first order was lost in transit, however their advisory email to me said that it had been returned to them. Customer services offered me a discount because of the previous issue - that discount could not be accepted at the checkout. I was offered free postage but that never materialised. I found the AI chat a waste of time - the discounts offered by humans were empty promises.”

Helpful Report

Posted 4 months ago

We’re really sorry to hear about your experience, and we understand how frustrating this must have been. The confusion around your order status, along with the issues applying the discount and free postage, is certainly not the level of service we aim to provide. Your feedback about both our customer service communication and chat support is incredibly important, and we’ll be reviewing this internally to ensure clearer, more reliable support going forward. We never want to offer anything that can’t be honoured, so we’re especially sorry for the disappointment caused. If you’re open to it, we’d really appreciate the chance to make this right. Please reach out to our customer service team with your details so we can look into this further and resolve it for you properly.

Posted 4 months ago

“Live chat was positive”

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Posted 4 months ago

Thank you for your feedback—we’re really pleased to hear you had a positive experience with our live chat team. We’ll be sure to pass this on, as they’ll be glad to know their support made a difference. We are sorry to see the fault with your item. If there’s anything you need regarding this, we’re always here to help.

Posted 4 months ago

“Phase Eight want to learn how to wrap a dress so that it arrives in a condition that does not look like a creased unwearable condition. It was packed in a small polythene bag and then in a cardboard type envelope.”

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Posted 5 months ago

We’re really sorry to hear your dress didn’t arrive in a wearable condition. That’s certainly not the impression we want to give, and we understand how disappointing it must have been to receive it creased like that. Your feedback on the packaging is really valuable, and we’ll be sharing this with our fulfilment team to review how items are packed and protected in transit. We always aim for our pieces to arrive ready to wear, so we appreciate you bringing this to our attention. If there’s anything further we can do to help, please don’t hesitate to get in touch.

Posted 4 months ago

“No issues. The product was the issue”

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Posted 5 months ago

Thank you for your feedback. We’re sorry to hear that the product itself didn’t meet your expectations, even though everything else went smoothly. That’s not the standard we aim for, and we appreciate you bringing it to our attention. If you’d like to share more details, we’d be keen to understand what went wrong and see how we can help.

Posted 4 months ago

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