“My item was in the sale but was still a top priced at 49.95. It arrived scrunched up in a brown paper envelope and I had to iron it to try it on. It was sent back in better conditon than its arrival!
It was listed as silk which is not supposed to crease so the material needs to be verifiled for the advertisement.”
I’m really sorry the item arrived creased and that you’re unhappy with it being advertised as silk. This isn’t the experience we want for you.
Please contact our customer care team with your order number so we can review what happened, verify the fabric details, and arrange a suitable resolution promptly.
“Your courier Evri never delivered it - so unable to give a review on product ! Dissatisfied customer who will shop elsewhere but f Evri is the courier choice”
Hi Theresa,
I’m really sorry that Evri didn’t deliver your order and that you’re unable to review the product as a result. That isn’t the experience we want.
I can see we have resolved this for you however, so sorry again for the inconvenience caused.
Kind regards,
Team Phase Eight
“I was sent the wrong coat. I went to a shop to give it back and they didn’t accept it because the warehouse gave me a H&M coat, similar style but wrong brand. The people in the chat also don’t know what should I do. I am very disappointed with the service so far.”
Hi there,
I’m really sorry you were sent the wrong coat and that the warehouse mix-up wasn’t resolved at the store. That isn’t the experience we want.
Please contact our customer care team with your order number and any photos, for us to get this resolved for you.
Kind regards,
Team Phase Eight
“It’s not the product just the use of evri as a courier although I did order and then there was - 20% off offer I’ve asked for a price match but have heard nothing”
Hi Sally,
I’m really sorry about the courier experience with Evri and that your price match request hasn’t been acknowledged. That isn’t the experience we want.
I can see that you have been in contact our customer care team and this has been resolved for you.
Kind regards,
Team Phase Eight
I’m really sorry your dress arrived with a broken zip and you couldn’t wear it for your special occasion. That isn’t the experience we want.
Please contact our customer care team with your order number and any photos, and we’ll get this resolved for you.
Kind regards,
Team Phase Eight
Hi Maria,
I’m really sorry the shoes weren’t suitable and that you’re still waiting for your refund. That isn’t the experience we want.
Looking at your order it has been refunded, please do contact our Customer Care Team if you need further assistance.
Kind regards,
Team Phase Eight
Hi there,
I’m really sorry you only received the bodice and the dress is missing. That isn’t the experience we want. Looking at your order it has been refunded in full, if you need further assistance please do get in touch with our Customer Care Team..
Kind regards,
Team Phase Eight
Hi Jane,
I’m really sorry your order was cancelled and refunded without explanation. That isn’t the experience we want.
I can see that this was a stock issue and you have been refunded in full. Please do get back in touch with our Customer Care Team if you need further assistance.
Kind regards,
Team Phase Eight
“The order never arrived , I contacted them via the virtual assistant all very difficult to access . Finally spoke digitally to real person , little to no apology finally gave me refund and code for another order for free postage . I had to wait another 3 days for refund and did try code for postage and unsurprisingly it didn't work ! In summary very poor service , only thing consistent with is sending umpteen emails !”
Hi Sarah,
I’m really sorry to hear your order didn’t arrive and that getting help has been frustrating. That isn’t the experience we want.
If you’d like us to look into this quickly, please could you contact our customer care team with your order number and the details of the refund/discount issue? We’ll investigate and ensure the refund and any postage code problems are resolved promptly.
Kind regards,
Team Phase Eight
Hi Marie,
I’m really sorry you’re having trouble returning the dress. That isn’t the experience we want.
If you’d like us to look into this quickly, please could you contact our customer care team with your order number and details of the return issue? We’ll investigate and ensure the return is processed promptly.
Kind regards,
Team Phase Eight
Liebe Grüße,
Team Phase Eight
“My problem is not with the garment as such, the only negative is that the dress was extremely long in length and I am 6'7. My disappointment was with the return process, on my order it said I could return to a store if not suitable, however that was not the case. It cost me 20€ to return to the UK and I have still not received my refund after 2 weeks.”
Hi there,
I’m really sorry you’ve had a frustrating experience with the return process and refund. That isn’t the experience we want. Unfortunately there is a charge for international returns.
Kind regards,
Team Phase Eight
Hi there,
I’m really sorry the item didn’t meet your expectations and looked worn. That isn’t the experience we want.
If you’d like us to look into this quickly, please could you contact our customer care team with your order number and details of the refund request? We’ll investigate and ensure the refund is processed promptly.
Kind regards,
Team Phase Eight
“I have shopped at Phase Eight online and in their shops for many years and they have always delivered a first class service .
Unfortunately this jacket does not feel substantial and material is poor and jacket not worth the price paid.”
Hi there,
I’m really sorry that the jacket hasn’t met your expectations and that you feel the quality isn’t worthy of the price. This isn’t the experience we want.
If you’d like us to look into this quickly, please could you contact our customer care team with your order number and details of the issue? We’ll review and arrange a suitable resolution, including exchange or return as needed.
Kind regards,
Team Phase Eight
“For the cost of this outfit I expected it At Ieast to arrive on a coat hanger ! Not folded into a little package.
The quality of the material was only equal to a purchase from Shein!”
Hi Trisha,
I’m really sorry you’re disappointed with how the outfit arrived and the quality. That isn’t the experience we want.
If you’d like us to look into this quickly, please could you contact our customer care team with your order number and any photos showing the packaging and the item? We’ll review and arrange a suitable remedy as soon as possible.
Kind regards,
Team Phase Eight
Hi Joy,
I’m really sorry the item doesn’t fit and you’re having trouble with returns from Ireland. That isn’t the experience we want.
If you’d like us to look into this quickly, please could you contact our customer care team with your order number and details of the return issue? We’ll investigate and help get this resolved as soon as possible.
Kind regards,
Team Phase Eight
Hi Helen,
I’m really sorry your order was cancelled and reimbursed without an explanation. That isn’t the experience we want.
Looking at your order, I can see that this was a stock issue, please contact our customer care team if you need further assistance.
Kind regards,
Team Phase Eight
“The dungarees are cream and not white.I have bought them before and they were white (like in the photo) but this time I realised after wearing themn once and comparing them, they are not the same colour and are cream sadly :(”
Hi Florence,
I'm really sorry the dungarees aren’t the white that you expected. That isn’t the experience we want.
Please contact our customer care team with your order number and any photos so we can get this resolved for you.
Kind regards,
Team Phase Eight
Hi there,
I’m really sorry you didn’t receive your Espadrilles and for the technology issues you faced. That isn’t the experience we want.
Looking at your order we have resolved this for you and a refund issued. If you still need our assistance please do contact our customer care team.
Kind regards,
Team Phase Eight
“I ordered the coat and paid for it only to find that the one coat that was in stock could not be found and therefore my money was reimbursed. I was very, very disappointed. I will not order from you again.”
Hi Helen,
I’m really sorry you’ve had a disappointing experience with your order and the stock issue, this isn’t what we want for you. if you need assistance regarding stock, we will be happy to help.
Kind regards,
Team Phase Eight
“I ordered £345 worth of products in October and only one of the items arrived. I spoke to phase eight on the phone and explained the parcel hadn't arrived (was meant to have been delivered by evri). I am still waiting for a refund and no-one has responded to my email. So far I have not been able to contact them on the phone due their reduced customer services hours.”
Hi Sarah,
I’m really sorry to hear about this. That sounds incredibly frustrating. Please could you reach out to our customer care team so that we can resolve this for you. I apologise for any inconvenience caused.
Kind regards,
Team Phase Eight
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