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.
“The quality of their clothes is good and my local Phase 8 shop has some lovely displays. However, I have had a few frustrations with them over the on-line ordering preocess with a click and collect order going missing and a problem with returning an item. I found it really difficult to contact their customer care staff and their responses were slow and unhelpful.”
“I ordered my usual size which is 12. It was tight fitting so returned and ordered a size 14 which fits perfectly. I was particularly impressed with the returns and refunding procedure. It was really easy and super fast. Thank you!!”
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.
“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.”
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.
“I ordered two dresses very hard to decide both stunning- the wrap dress was delivered in a paper bag type package which was ripped to pieces on delivery not a great first impression”
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