“I am very disappointed. When the order arrived it contained the lace jacket in the correct size 12. There was not a jump suit but a completely different dress in size 22!
I have been on the chat line twice. The first time the reply’s were so slow I thought it had stopped. The second time i was informed that it was no longer in stock in my size. I asked as I had the jacket would it be possible to find the jumpsuit that matched. At some point during this conversation I was asked to provide proof that I had purchased the items. I found this very insulting. I did receive an apology and was told they would do everything they could to try to find a jumpsuit in my size and a promise was made to email me the following day. I’m still waiting several days later for a reply. I have now returned the jacket and the size 22 dress and hope for a speedy refund.”
Hi Maureen,
I’m really sorry to hear about the mix-up with your order and the delays you’ve experienced. That isn’t the experience we want you to have.
If you’d like us to look into this quickly, please could you contact our customer care team with your order number, the items you received (the lace jacket and the incorrect dress), and the proof of purchase? We’ll investigate right away and work to arrange an appropriate replacement or refund as soon as possible.
Kind regards,
Team Phase Eight
Hi Janna,
I’m really sorry to hear your order has not been delivered, this is not the experience we want our customers to have at all. Please do reach out to customer care with your order details so we can advise for you.
Kind regards,
Phase Eight Customer Care.
“the dress came and was the last one they had iin stock it fitted my wife beatiful as it was for my daughters wedding in March.
the button was missing on the cuff and the stiching not good on both cuffs a spare button was part of tag
we took it to the local stich and spent £18.00 and the dress is great and ready fot the wedding
we have perchased many Phase 8 proucts over the years as the fit is great for my wife both at Hoopers in Wilmslow and John Lewis but this on line perchase was bad”
Hi there,
I’m really sorry the dress had a missing button and stitching issues, and that your online purchase wasn’t up to our usual standards. It’s good to hear the dress itself works after repairs, but that doesn’t meet the Phase Eight experience we aim for.
Please do contact our customer care team with your order number and any relevant photos if you need any further assistance.
Kind regards,
Team Phase Eight
“The parcel arrived half open, the packing tape did not cover the middle of the box where the two sides meet.When I opened the parcel the coat was so creased it looked like a rag.After hanging for twenty four hours it had nit improved hence I decided against trying the garment on.”
Hi Mandy,
I’m really sorry to hear about the damaged packaging and the creased coat. That’s not the experience we want for our customers.
Please could you reach out to our customer care team with photos of the packaging and garment, and any relevant details? We’ll review promptly and arrange a suitable resolution.
Kind regards,
Team Phase Eight
“Was very disappointed with this order.
The Becky dress didn't fit on the bust area so I will be returning even though I have the white one which fitted perfectly and I ordered the exact same size really disappointed.
I was very disappointed that the white shrug wasn't even in a covering inside the bag and came with a couple of black marks on which spoilt the moment. I decided to keep it as it was sale price and I couldn't guarantee that re ordering wouldn't prevent having the same issue again. Hopefully the marks will come out when washed! I may think twice to whether I order from phase eight in the future as a few times now the quality of the pieces haven't lived up to expectation or warrant the price tag.”
Hi Paula,
I’m really sorry to hear about the fit issues with the Becky dress and the marks on the shrug. That isn’t the experience we want.
Please do contact our customer care team with your order number and any photos of the items, if you need further assistance.
Kind regards,
Team Phase Eight
“Love the colour and style of this jumper - but after two or three 'wears' it pills very badly. Have attempted to tackle the problem without success.
The long strands/pills on the fabric surface means it's not fit for purpose.”
Hi CS,
I’m really sorry to hear that the jumper has faults after a few wears. That isn’t what we want for our customers. Please could you contact our customer care team with your order details so we can assess.
Kind regards,
Team Phase Eight
Hi Janna,
I’m really sorry to hear about the dress not being delivered, this is not the experience we want our customers to have at all.
If you’d like us to look into this, please contact our customer care with your order number and any relevant details so we can investigate and resolve this for you.
Kind regards,
Team Phase Eight
Hi Pauline,
I’m really sorry to hear your dresses arrived badly creased. That’s disappointing and not the experience we want our customers to have at all, I have raised this to our warehouse to ensure this is looked into. I apologise for any inconvenience caused.
Kind regards.
Phase Eight
Hi Linda,
I’m really sorry to hear you’re unhappy with Phase Eight this time. Thank you for sharing your experience. We’d like to help make this right—could you please share details of what went wrong?
Kind regards,
Team Phase Eight
“Dress arrived in a shocking state. Screwed up, creased and the belt was out of shape. Tried to phone customer services to speak to someone. They were either closed or waited 40mins on hold.
I ended up sending the dress back for no other reason than I couldn’t see what it would look like when tried it on and couldn’t get a response from Phase Eight .
Awful customer service”
Hi Jill,
I’m really sorry your dress arrived in such a disappointing condition and that you’ve had trouble reaching our team. This isn’t the experience we want for you.
You can also contact our customer care team with your order number by Webchat or Email when our phone lines are so busy.
Kind regards,
Team Phase Eight
Hi Nicole,
I’m really sorry to hear about the poor quality.
If you’d like us to look into this and resolve it quickly, please share any relevant details to our customer care team so we can investigate. I apologise for any inconvenience caused.
Kind regards,
Team Phase Eight
“Bought the jacket would have been just right had there not been a hole in the sleeve. Had to send it back unfortunately. Phase eight did refund the cost plus delivery and did give me a voucher to compensate. Shame they did not have any more in stock as would have been perfect match to my dress”
Hi Deborah,
Thanks for getting in touch. I’m very sorry that your jacket arrived with a hole. I completely understand how frustrating this must be. Please rest assured that this has been passed on to the relevant team as feedback to help prevent similar issues in the future.
I’d also like to recommend using the “Notify Me When Back in Stock” feature on our website. Simply log into your account, navigate to the item you’re interested in, and click on this feature. You’ll receive an email notification as soon as the item is available again.
Thank you for your understanding.
Warm regards,
“I've been asked to leave a review of my recent purchase but it's a bit tricky to do so! I ordered the Magie Velvet Jumpsuit for New Years Eve - unfortunately it didn't arrive in time and when it did it still had the security tag attached!! It was then classed as a faulty item so had to be returned - Phase Eight don't offer a replacement service so it was left to me to reorder it by which time it was out of stock! So despite all my efforts I have been left without my jumpsuit so to be asked to leave a review just rubs salt in my wounds.”
Hi Fiona,
I’m truly sorry for the delays and the security tag issue with your Magie Velvet Jumpsuit, and for the frustration of it being out of stock when you were ready to reorder. I completely understand how disappointing this must be.
I’ve noted your experience to help improve our process. I’d also recommend using the “Notify Me When Back in Stock” feature on our website. Simply log into your account, navigate to the item you’re interested in, and click this feature—you’ll receive an email as soon as it’s available again.
I can see that the team has also assisted with your refund and offered further support. If you need any additional help, please don’t hesitate to reach out.
Warm regards,
“Are you asking me about my experience overall with the garments of Phase eight? Or are you asking me about this exact experience? The purchase of this product?”
Hi Debra. Thanks for getting in touch. We’re sorry for the confusion and any frustration this experience with Phase Eight has caused. If you would like to share any thoughts you have regarding any part of your experience with us, please let us know.
“I placed an order and it never was delivered. What a scam, I had to contact Phase Eight myself because they didn’t know at first what happened. Bad customer service after two and a half week I received a message it was lost and that they would refund it”
Hi Nathaly. Thanks for getting in touch. We’re really sorry to hear about the delivery issue and the frustration it caused. I can see that the refund has been issued and I do apologise for the lack of communication regarding your order. We hope to serve you better next time.
“I was so excited to see this cardigan on your website. I bought it last year in Blue and have been trying to locate it in White but to no avail. Then, in the sale, I found it on the Phase Eight own website in my size! I ordered it. The money was taken out of my account and then I waited and waited for it to arrive. It was over New Year so I wasn't surprised that it hadn't arrived and then out of the blue and email saying the item wasn't available and my money would be refunded. Very poor Phase Eight.”
Hi Christine. Thanks for getting in touch. I’m really sorry for the confusion and the disappointment this has caused with your Phase Eight order.
If you’d like, we can check if the Blue cardigan is available again in your size in White somewhere in Phase Eight or suggest similar options. Please feel free to reach out to us and we will be more than happy to assist.
“I ordered and paid for this item on 30/12/25. As of 14/01/26 I have not received the item and no update from Phase Eight as to when I should expect to receive it. I would prefer to cancel and get a refund but website advises that is not possible. Very unhappy with the service received so far.”
Hi Natalie. Thanks for getting in touch. We’re really sorry to hear your order hasn’t arrived and that you’ve had no updates. We understand how frustrating this is.
To help resolve this quickly, could you please get in contact with us? We will be sure to come to a suitable solution for you.
Hi there. Thanks for getting in touch. We’re sorry to hear that you’re not finding our styles fresh and that the fit and sizing haven’t met your expectations. We’ll pass your feedback to our design and product teams to review our range and sizing guidance.
Hi Carol. We’re really sorry to hear your order hasn’t arrived yet. We understand the frustration this has caused. Please do get in contact with us so we can look into this right away for you.
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