We’re sorry to hear your overall experience didn’t meet your expectations, Linda, even though delivery was prompt. We look forward to making your next purchase a 5* one.
“Delivery very slow but was given free delivery which was nice touch. Quality of top very disappointing. Have bought many times from Phase Eight but not this item. Am returning”
We’re sorry to hear your Phase Eight items didn’t meet expectations and that the delivery was slow, Norma. We understand how disappointing this is, especially since you’ve shopped with us before. If you’d like help with your return or to discuss a resolution, please contact us using the link below and include your order details.
https://www.phase-eight.com/here-to-help/contact-us.html
“Not happy with their customer service. I e-mailed them as the dress was not delivered on time, even though I'd paid for Next Day delivery, and they still have not even responded to e-mail from over a week ago.”
I’m truly sorry to hear about your experience, and I completely understand how frustrating this must have been, especially after paying for Next Day delivery. This is absolutely not the level of service we aim to provide.
We sincerely apologise for the delay in your order and for the lack of response to your email. Your message should never have gone unanswered, and we’re looking into what went wrong so we can prevent this from happening again.
“This item was 100% viscose, but I noted so many other items are polyester. It doesn't matter if it's recycled polyester, it's still plastic and still harmful.”
Thank you for sharing your thoughts, Chloe. We understand your concerns about fabric choices and the impact of synthetic materials. Your feedback has been passed to our product team as we continue to review our sustainability practices.
“Having closed so many P8 stores, you need to review your policy of not refunding through your concessions outlets. I travelled to a P8 store that was still showing it was open only to find it had closed 2 months before!”
Thank you for your feedback, Julia. We’re very sorry for the inconvenience caused by the store closures and for the difficulties with refunds at concession outlets. Your comments have been passed to our team for review, and we appreciate you bringing this to our attention.
Thank you for your feedback. We’re sorry to hear your experience didn’t reflect the value you expected, and we appreciate you letting us know. If you need further support, please reach out to our customer care team so we can help. We would love to restore your faith with Phase Eight.
https://www.phase-eight.com/here-to-help/contact-us.html
“Efforts to contact re outstanding order unsuccessful. Phone line closed and on line chat could not help and the system closed the chat!! Emailed response did not answer the question either and states no further response will be sent!! No idea where my order is even though they keep asking for me to review it?”
Thank you for sharing this with us Heather, and we’re very sorry for the frustration caused by the difficulty in getting help with your order. This isn’t the experience we want for our customers. Please reach out to our customer care team below once more so we can check the status of your order and resolve this for you.
https://www.phase-eight.com/here-to-help/contact-us.html
“Terrible customer service. I tried calling and using the chat and each time you ended the call/ conversation before I could even ask my question. Also I paid for nominated day delivery and it arrived a day late”
Thank you for letting us know of your experience, and we’re very sorry for the difficulty you had reaching us and for the delay with your nominated day delivery. This isn’t the care we want for our customers. A member of our team will be in touch shortly, to make sure this is resolved today. We look forward to restoring your faith in Phase Eight.
“The last few dresses I have bought from Phase Eight have been poor. What is going on. The dresses don't seem as well made as they used to be but still high prices. I just noticed today that one of your dresses has the plastic end from the label stuck between the layers of black fabric - no way of getting it out. I am disappointed.”
Thank you for sharing your feedback Sarah, and we’re truly sorry to hear about your recent experiences. We understand how disappointing it is when the quality doesn’t meet expectations, especially with issues like the label tag caught in the fabric. Your comments have been passed to our quality team, please reach out to our customer care team below so we can help resolve this for you.
https://www.phase-eight.com/here-to-help/contact-us.html
Thank you for letting us know of your disappointing experience, Alyson. We’re very sorry for the delay in your refund and the lack of updates. Please get in touch with our customer care team through the link below, so we can look into your return right away and resolve this for you.
https://www.phase-eight.com/here-to-help/contact-us.html
Thank you for your kind feedback, Patricia. We’re so glad to hear you’ve been happy with our style and sizing in the past, and we truly appreciate your continued support. We hope your next purchase is perfect for you.
Thank you for your feedback, Jan. We’re sorry to hear about your experience, and we appreciate you highlighting this area. Your comments have been passed along to our quality team to help ensure improvements moving forward. We look forward to making your next purchase the best yet.
“Ordered three different coats, 2 for size. Two out of the three coats were faulty. One was creased very badly the other had a a faulty collar. I also thought the navy fabric not as good quality as ones I have bought in the past. Customer service were very helpful and I was refunded.”
Thank you for taking the time to share your experience. We’re very sorry to hear that two of the coats arrived faulty and that the fabric didn’t match the quality you’ve had before. We’re glad our customer service team was able to assist and arrange your refund, and we appreciate your understanding as we work to improve.
Thank you for sharing your feedback, Jan. We’re truly sorry to hear that the fabric didn’t meet our usual standards, and we appreciate you letting us know. I can see that your refund has been processed for you already which is great. We hope your next purchase is perfect for you.
“They sent the wrong size then I had to chase for the refund .. no automatic confirmation that the dress had been received (simple process I would have thought). Returned 6 November - refund shows on credit card 24 November after using chat function on website. Impossible to get through on phone ... Times out or technical issues .. different number to one on printed invoice .. what is going on? Is Phase Eight on its way out? In financial difficulty (which would be a shame as I love their dresses). They are under Manning phone lines. Just a thought as they are reducing number of standalone shops which I used to love. John Lewis etc have a derisory selection both of products and sizes (went to 3 John Lewis in Oxford, Reading and Oxford Street). If no shops Phase Eight need sharper and quicker customer service paid for by using some of that rent and those sales assistants they are no longer paying for. Rant over.”
Good morning,
Thank you for taking the time to share your detailed feedback. We’re very sorry for the difficulties you experienced with your order, from receiving the wrong size to the delays in your refund and challenges contacting our team. We completely understand how frustrating this must have been and your points about confirmation, phone lines, and customer service are taken very seriously.
Please rest assured that we’re continually reviewing our processes to make returns, refunds, and customer support as smooth as possible. Your feedback about our stores and online experience is extremely valuable and will be shared with the relevant teams.
We’re grateful for your loyalty to Phase Eight and for taking the time to share your thoughts. Our sincere apologies for the inconvenience caused, and we hope to provide you with a much smoother experience in the future.
Kind Regards - Phase Eight Customer Care
“I have purchased phase eight knitwear for years as a winter wardrobe staple. I was really disappointed this year with the fit and finish, all 3 items were returned.”
Good morning,
Thank you for sharing your feedback. We’re very sorry to hear that your recent purchases didn’t meet the standards you’ve come to expect from Phase Eight. We completely understand how disappointing it must be to return all three items, especially as you’ve relied on our knitwear for years.
We’ll pass your comments on to the relevant teams, as feedback like yours is invaluable in helping us improve the fit and finish of our products. We hope to restore your confidence in Phase Eight on your next visit.
Kind Regards - Phase EIght Customer Care
Good morning,
We’re very sorry to hear that your purchase didn’t meet your expectations. Your feedback is important to us, and we’ll share it with our team to help improve our products and ensure better value for our customers.
Kind Regards - Phase Eight Customer Care
“Looked lovely on the evening but I have just washed it and I'm now very disappointed. I washed it on a cold delicate wash and hung it to dry. The velvet has lots its depth and now looks very cheap. I didn't notice before I washed it, but holding it up in the light this morning, the velevet is also quite sheer. I'm sad because it is a pretty dress. I would recommend if you buy one that you dry clean it!”
Good morning,
Thank you for sharing your feedback. We’re very sorry to hear that your dress didn’t meet your expectations after washing. We completely understand how disappointing that must be, especially when it looked so lovely initially.
We appreciate your recommendation regarding dry cleaning it’s very helpful for other customers to know how to care for the fabric properly
Kind Regards - Phase Eight Customer Care
Good morning,
We’re sorry to hear about the delay and lack of acknowledgment for your return. We understand how frustrating it can be not to receive confirmation and to wait longer than expected for a refund. Rest assured this will be looked into to ensure that your query is resolved.
Kind Regards - Phase Eight Customer Care
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