“I have been shopping at Phase Eight for years. However, recent experiences have been incredibly frustrating. I was sent the wrong item, no reply to the initial email so I had to chase. They then asked me to place another order and for me to return the wrong item, which I did. They then refunded the wrong item, which was almost half the price. I questioned this and gave them the price - I sent an incorrect sum, an error on my side but their response with 'actually, we don't owe you... we only owe you...' was really out of place. They then refunded me the difference, too. The replacement top arrived and was damaged. I now have to return this as well. Customer service has been really unprofessional and somewhat provokative, which I am not used to from Phase Eight. I've now shopped at White Stuff instead, thankfully there are many other nice brands out there. But what a shame!”
Hi there,
I’m really sorry to hear about the repeated issues you’ve faced with your orders and the frustration this has caused. This isn’t the experience we want for you.
We appreciate you letting us know and we’ll do our best to make this right by ensuring your feedback is raised.
Kind regards,
Team Phase Eight
“I ususally browse in the shop in Old Amersham: the staff there are very pleasant and helpful. I try to buy in the sale as the price of the clothes is a bit expensive for me. When buying online, I get the clothes delivered to Amersham to save postage.”
“I understand why postage is charged on smaller orders, but it's pretty poor to charge for items to be returned and not even offer an exchange option.”
Thank you for taking the time to share your feedback, I completely understand your concerns around delivery and return charges, as well as the lack of an exchange option.
Delivery fees are applied as normal, and we do also charge a one-off return processing fee for orders. This fee is waived if an item is confirmed as faulty.
While we don’t currently offer an exchange service, we always aim to process refunds as quickly as possible so you can place a new order for your preferred item.
Kind regards,
Team Phase Eight
“J’ai reçu la mauvaise paire de chaussures et celles que j’ai reçues sont en plus beaucoup moins chères!!! Impossible de se faire rembourser ni de renvoyer l’article! Et à part un bot, aucun humain pour me répondre!!! Arnaque!!!”
Hello there,
We’re really sorry to hear about this experience, this is absolutely not the level of service we aim to provide. Receiving the wrong item is frustrating, and we understand how upsetting it is when you feel unable to get help.
Please be assured this is not a scam, and we do offer refunds and returns when mistakes happen. Our automated system is there to handle quick queries, but we agree that some situations need a real person, especially when an incorrect item has been sent.
We’d like to fix this for you as soon as possible. Please contact us via out customer care line with your order number and a photo of the item received, and a member of our customer support team will personally assist you with a replacement or refund.
Thank you for bringing this to our attention, we genuinely want to make this right.
-Phase Eight.
Hi there,
I'm really sorry you haven't received your order. This isn’t the experience we want for you.
I can see this has been resolved however, we appreciate you letting us know and we’ll do our best to make this right.
Kind regards,
Team Phase Eight
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