Thank you for your feedback. We’re glad to hear the quality met expectations, though we’re sorry the puff sleeves weren’t to your taste. Your comments are really helpful and will be shared with our design team.
“I ordered this item on Click and Collect and it never arrived in-store. I was told that it must have gone missing in transit. It is now out of stock so I can't order it again!
This is the second time in a few months that I have not received what I have ordered. Come on Phase Eight, sort your couriers out!”
Hi Wendy,
Thank you for your feedback, and we’re very sorry to hear about your experience. Unfortunately, it appears the parcel was lost in transit, which we understand is very frustrating—especially as the item is now out of stock. We sincerely apologise for the inconvenience caused and will pass your comments on to our courier team. Please contact our customer service team if you haven’t already so we can ensure this is resolved for you.
“Failed to deliver as confirmed notwithstanding that I paid extra for next day delivery. As we were leaving the delivery address I cancelled the order but rather than reimburse next day delivery cost Phase 8 provided a token. As the item has never been available since the token was of nil value to me . Net result , charged for next day delivery for item that never arrived. Would not use Phase 8 again.”
Hi Raymond,
Thank you for your feedback. I’m very sorry to hear how disappointing this experience has been.
I completely understand your frustration, particularly as you paid for next day delivery and the item was never received. That is certainly not the level of service we aim to provide.
I have looked into this for you and can confirm that the £5.95 next day delivery charge was refunded on the same day the item refund was processed. The amount should have been returned to your original payment method. If you’re unable to see this on your statement, please let us know and we will be happy to provide confirmation details or investigate further.
I also appreciate your comments regarding the token that was offered. I’m sorry that this was not of value to you, especially as the item did not come back into stock.
We genuinely regret that this experience has affected your confidence in shopping with us, and your feedback has been shared with the relevant team for review.
“Bought in sale and was looking forward to trying this on for my holiday but Sent this back as material looked really cheap & seams looked stretched not what I expected from phase eight”
Hi Winifred,
I’m really sorry to hear the item didn’t meet your expectations and that the material and seams looked cheap. That’s not the standard we aim for, and we appreciate you letting us know.
We’re sorry again for the disappointment caused and hope we’ll have the opportunity to provide you with something you truly love in the future.
I'm really sorry your item didn’t arrive. Please contact our Customer Care team with your order details so we can look into this and arrange a resolution as quickly as possible.
Kind regards,
Team Phase Eight
I'm really sorry the item didn’t match the description in colour or shape and that you needed to return it. Please contact our Customer Care team with your order details so we can look into this and arrange a resolution as quickly as possible.
Kind regards,
Team Phase Eight
“Sadly I never received the dress. Evri delivered to the wrong address. I was asked to check my address was correct by P8 customer service. Of course I’d already done that along with checking with neighbours etc. I felt it was implied that I had made the error rather than Evri. I did eventually get a refund.”
Hi Cheryl,
We’re truly sorry to hear that you didn’t receive your dress and that it was delivered to the wrong address. We also apologise if our earlier message came across as though we were suggesting the error was yours — that certainly wasn’t our intention.
We completely understand how frustrating this situation must have been, especially after you’d already checked your details and spoken with neighbours. While we’re glad the refund was processed, we’re very sorry for the inconvenience caused and appreciate you bringing this to our attention.
Thank you for letting us know, and again, I’m sorry for the hassle this caused.
Hi Sindy,
We’re very sorry to hear about your experience — that’s incredibly frustrating and certainly not the level of service we aim to provide.
Having a failed first delivery and then the replacement going to the wrong address is completely unacceptable, and we’re especially sorry that you had to track it down yourself. That shouldn’t have happened.
We’ll be raising this with our delivery partner to ensure it’s properly investigated. Thank you for bringing it to our attention, and please let us know if there’s anything further we can do to make this right.
We value your feedback and will use it to improve our service so this doesn’t happen again.
Hi Ceri,
We’re very sorry that you received the wrong size and that the correct size was out of stock when you tried to reorder. We completely understand how frustrating this must have been.
We’re reviewing our stock and order processes to prevent this from happening in the future. Thank you for your patience and for bringing this to our attention.
“It never turned up (was a click and collect) and no acknowledgement of this. It's just showing as in transit forever. Store couldn't help other than agree that's what the system was showing.”
Hi there,
We’re very sorry that your click-and-collect order hasn’t arrived and that you didn’t receive any updates — that must be frustrating.
It’s concerning that the system still shows it as “in transit” and that the store couldn’t provide further help. We’ll be raising this with our fulfillment team immediately to investigate and resolve the issue.
Thank you for letting us know, and we appreciate your patience while we work to make this right.
“I ordered this dress 3 times in size 14 as was on your website only to be emailed each time to say it was out of stock! So I have no idea what this dress is like!”
I’m really sorry you’ve had repeated stock issues with this dress. Please contact our Customer Care team with your order details so we can help you with alternatives or arrange a suitable resolution as quickly as possible.
“Ordered through the store, but was not delivered, therefore unable to review as not received. Disappointed even though I chased this item, but was informed the store was having delivery problems. Received an email from Phase 8 to say my item was returned, even though never received.”
I’m really sorry your order wasn’t delivered and you’re experiencing this issue. Please contact our Customer Care team with your order details so we can investigate and resolve this for you as quickly as possible.
I'm really sorry to hear the packaging was appalling and led to a return. Please contact our Customer Care team with your order details so we can review this and arrange a suitable resolution as quickly as possible.
“This looked like pjs when I put it on. Also the zip is in the back and I couldn’t reach the top of it. The small collar was very fiddly to do up as well”
I'm really sorry this item didn’t meet your expectations and the fit wasn’t right. The back zip and the fiddly collar sound frustrating.
Please contact our Customer Care team with your order details so we can assist with a suitable resolution as quickly as possible.
“The first time I tried the shirt on it was clear that the decorative button was squint on the front of the shirt. Then the decorative button and the small button behind it fell off when I tried to close the shirt at the neck. I also didn't like the feel of the material. Very disappointed as I have been happy with other items that I have purchased from Phase Eight. Sent back for a refund. Prompt refund was received.”
I’m really sorry the shirt arrived with a squint decorative button and the buttons fell off, and that you’re unhappy with the feel of the material. Please contact our Customer Care team with your order details so we can look into a resolution for you.
Hi Ann,
I’m really sorry you received only the camisole and not the Florentine Semi-Sheer Wrap Top. This isn’t the experience we want for you.
Please do return the camisole back to us and we will be happy to refund this for you. If you need assistance placing a new order please contact our customer care team directly.
Kind regards, Phase Eight Customer Care
“Jeans ordered were size 14R. Picked up from Bluewater store. Jeans measured only waist size 8. I am terribly disappointed as I only went to Bluewater to pick up Jeans. It cost more in petrol”
I’m really sorry the jeans were mis-sized and that you had to travel to Bluewater for pickup. This isn’t the experience we want for you.
Kind regards,
Team Phase Eight
I’m really sorry you never received your order. This isn’t the experience we want for you.
Please contact our customer care team with your order number so we can investigate and arrange a resolution promptly.
Kind regards,
Team Phase Eight
I’m really sorry your blouse arrived faulty and that you didn’t receive a response to your replacement request. This isn’t the experience we want for you.
Please contact our customer care team with your order number so we can investigate and arrange a resolution promptly.
Kind regards,
Team Phase Eight
I’m really sorry you received a defective dress. This isn’t the experience we want for you. Please contact our customer care team with your order number and photos of the defect so we can investigate and arrange a resolution promptly.
Kind regards,
Team Phase Eight
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