“Received the jumper, creased and stuffed into the bag. On opening, it had two pulls in the collar, right at the front and extremely visible. I returned it over 10 days ago, and am still waiting for my refund.
I have bought many items from Phase Eight in the past, this will be my last purchase. Not impressed.”
Hi,
I’m really sorry to hear about the creased jumper with pulls and the delay in your refund. That’s not the experience we want for you.
Please contact us with your order number so we can expedite a refund or arrange a replacement and investigate the issue promptly.
Kind regards,
Team Phase Eight
Hi ,
I'm really sorry to hear your dress arrived without the fascinator as ordered. That's not the experience we want for you.
Please contact us with your order number and any photos if possible so we can assist promptly.
Kind regards,
Team Phase Eight
Hi,
I’m really sorry to hear you haven’t received your order after 16 days. That’s not the experience we want for you.
Please contact us with your order number and any tracking details so we can assist promptly.
Kind regards,
Team Phase Eight
“Ordered size 7 and size 8 shoes for fit 7s arrived dirty, never received 8s received a pair of ankle boots instead. Extremely disappointed sent everything back including clutch bag no good without the shoes”
Hi,
I’m really sorry to hear about the mix up with your order and the items arriving in an unsatisfactory condition. That’s not the experience we want for you.
Please contact us with your order number and details of what was received so we can assist promptly.
Kind regards,
Team Phase Eight
“All the dresses I have bought have been great quality
I bought 2 jumpers recently and was surprised at the poor quality of both jumpers
I bought extra small but they were more a medium size
Very poor quality for the price even on sale”
Hi,
I’m really sorry to hear about the poor quality and sizing issues you’ve encountered. That’s not the experience we want for you.
Please contact us with your order number and any details you can share so we can assist promptly.
Kind regards,
Team Phase Eight
“Very disappointed in the state the dress arrived squashed in a bag on opening the bag the dress was in a poor state belt missing threads pulled label crushed it was obvious it had been worn”
I’m really sorry to hear the dress arrived in such a poor condition. That’s not the experience we want for you.
We’ll investigate what happened with the packaging and inspect the item quality to help prevent this in the future. If you’d like, please contact us so we can guide you on the next steps for a return, exchange, or refund and get this resolved promptly.
Kind regards,
Team Phase Eight
I’m really sorry to hear about the slow delivery and that the dress wasn’t of good quality. That’s not the experience we want for you.
We’ll look into what happened with the delivery and review the item quality to help prevent this in the future. If you’d like, please contact us so we can guide you on the next steps for a return, exchange, or refund and get this resolved promptly.
Kind regards,
Team Phase Eight
I’m really sorry to hear the dress didn’t arrive and that you had to cancel your order. I understand how disappointing this is.
We’ll review what happened with your delivery and the cancellation to prevent it from happening again. If you’d like, please contact us so we can check the status of any refunds or reprocess your request.
I’m really sorry to hear you’re disappointed with your experience. I understand how frustrating this is.
We’ll look into what happened and how we can make things right. If you’d like, please contact us so we can review your order, refunds, or any replacements and help resolve this promptly.
Hello Lisa,
Thank you for taking the time to share your feedback. I’m sorry to hear that the fit wasn’t right for you and that the quality didn’t meet your expectations I completely understand how disappointing that can be.
Your comments are really appreciated and will be passed along to our product team so we can review the fit and fabric for future collections.
Kind regards,
Team Phase Eight
“Nothing like the photo. Zip was almost impossible to do up once the trousers were on. Horrible colours. Not pull-on, as advertised. When I returned them nd complained I had to ask again for the postage to be refunded. Total rip off.”
Hello Christine,
Thank you for taking the time to leave your feedback, and I’m very sorry to hear about your experience. This certainly isn’t the standard we want for our customers.
I’m sorry that the trousers did not match the product description or images, and that the fit and zip caused such difficulty I completely understand how frustrating this must have been. The colours appearing different and the item not being pull‑on as advertised is also not acceptable, and I apologise for the disappointment caused.
Kind regards,
Team Phase Eight
“I ordered two items on line @ £39 each- total £78. Neither were a good fit and I advised I would be returning both items. I opted to return them to my local high street store who gave me a typed ‘Confirmation of returned items’ and that the total refund due to me was £78. Phase Eight credited my bank account with £62.40 - a difference of £15.60. No explanation given. So while I have previously bought both in store & on line from Phase Eight, I would give them a wide berth going forward.”
Hello,
I am really sorry to hear about the discrepancy with your refund. I can confirm that I have taken a look into this order personally for you and I can see that on the order you did have Adjustment +Extra 20% Off Applied. On our dispatch notes there will always be showing the full price of the item.
Please do reach out to our customer care team who will be able to provide you with the full information of the purchase, discount and refund.
“Can't review, you cancelled my order & because I had paid on my credit card, not sure I got my money refunded, my bill is due any time now so I hope the refund is on there. Unfortunately I am unable to comment on the dress, except that it was most inconvenient at the time, never happened before & I have used Phase Eight many times.”
We’re really sorry to hear about the cancellation and the concern about your refund. Please contact our customer care team with your order details so we can check the status of the refund and ensure it’s processed back to your card promptly.
Thank you for your patience, and again we apologise for the inconvenience.
“Oh dear! I loved this dress when I saw it and was delighted that there was one left in my size. Ordered (and paid for it!) and two days later the order was cancelled as they were out of stock. I saw it was available again a few days later, so reordered it. The order was accepted - and then cancelled once again. I then had to wait for the refunds. Not good. Phase Eight needs to sort out their stock inventory!! This was my first order and I’m now extremely wary of ordering anything else.”
We’re really sorry to hear about the repeated cancellations and the delay with your refunds. This isn’t the experience we want you to have.
Please contact our customer care team with your order details so we can investigate the stock issue and ensure your refunds are processed promptly.
Thank you for your patience, and again we apologise for the inconvenience.
We’re really sorry to hear about the jumper sizing being so large. Please contact our customer care team with your order details so we can check the fit issue and assist with exchanges or alternatives.
Thank you for letting us know, and again we apologise for the inconvenience.
“I am writing about the incorrect information I received via online chat service and email.
During my first chat in Feb 18th, agent Iris confirmed size NL38= UK12. Based on this information, I placed a new order GE11409974783 GB.
However, after I received an email from Emma, I found out the sizing information was incorrect.
I contacted online agent again around13:30 in Feb 19th to cancel the order asap. Unfortunately , agent Liliana didn’t cancel the order on time, I need to pay 20 euro for return delivery fee.
I don’t want to have 2 dresses in the same size.
The situation has caused unnecessary inconvenience. I wrote an email to request a better solution. But until now , after 3 weeks, I haven’t received any reply.”
We’re really sorry to hear about the incorrect sizing information you received and the subsequent issues with cancelling your order. This isn’t the experience we want for you.
Please contact our customer care team with your order number GE11409974783 and details of the incorrect guidance you were given, so we can review the situation, arrange a proper solution, and address any return/fee concerns promptly.
Thank you for your patience, and again we apologise for the inconvenience.
“Unfortunately the garment arrived damaged , the belt loop had broken off and was no where to be seen and the outfit came without the belt . Very disappointing”
Hi Kate,
We’re very sorry to hear that your garment arrived damaged and incomplete. Receiving an item with a missing belt and a broken belt loop is certainly disappointing, and this is not the standard we aim to deliver.
Your feedback is really important to us, and we will share this with our quality and fulfilment teams so it can be looked into.
Thank you for bringing this to our attention, and we apologise again for the inconvenience caused.
Kind regards, Phase Eight Customer Care
Hi there,
I’m really sorry to hear about the mix-up with your bracelet and the delay in your refund. Please do contact our customer care team and we will be happy to look into the refund for you. https://www.phase-eight.com/here-to-help/contact-us.html
Kind regards, Phase Eight Customer Care
Hi Linda,
Thank you for your feedback. I’m sorry to hear that you’ve had a mixed experience with Phase Eight.
If you’d like us to look into a specific item or order, please share your order number and we’ll review the issue promptly. We value your satisfaction and are here to help with returns, exchanges, or any quality concerns.
“I bout the dress and came just the lace . I am very disappointed as I have a party deliverey came late ,I went in the shop i picked up . They say the can’t return I have to speak with costumer service as they have to find out wat happen why I received just the lace not the dress . I will take it further.”
Hi there,
I’m really sorry to hear your dress arrived incomplete and with a late delivery, and that you were told it can’t be returned. We’d like to investigate this with our customer service team. Please share your order number and any relevant details with us so we can resolve the issue promptly and arrange the correct item or a return as needed.
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