“Claire in the Morpeth helped locate this dress for me after the courier failed to deliver, then non in stock. The free postage code I was given didn’t work so ended up paying delivery twice!
Thank you Claire you went above and beyond an very much appreciated your customer service.”
We’re really sorry to hear your hat didn’t arrive in perfect condition. That’s certainly not the experience we want for our customers. Your feedback about the packaging is really helpful, and we’ll be passing it on to our warehouse team to prevent this happening again. Thank you for returning the item, and if there’s anything further we can assist you with, please don’t hesitate to get in touch.
“I love Phase Eight but this particular dress has a very strange cut, massive sleeves in relation to the hips and I was very disappointed as it is a very attractive looking dress.”
Hi Jennifer,
Thanks for sharing your feedback. We’re sorry to hear the dress has a strange cut and that the fit wasn’t as you expected.
If you’d like, we can help you explore other styles that may suit you better or arrange a return/exchange. Please let us know how you’d like to proceed and we’ll assist right away.
Kind regards,
Team Phase Eight
“I live in the US and still received the dress quickly. Unfortunately, the dress was too big so I had to send it back. The return process was very simple.”
“Everything I have bought from Phase Eight has been beautifully made. I used to sew my own dresses when I was younger so scrutinise any that I buy just for the pleasure of seeing how they’re made.”
“I was advised that my first order was lost in transit, however their advisory email to me said that it had been returned to them.
Customer services offered me a discount because of the previous issue - that discount could not be accepted at the checkout. I was offered free postage but that never materialised.
I found the AI chat a waste of time - the discounts offered by humans were empty promises.”
We’re really sorry to hear about your experience, and we understand how frustrating this must have been. The confusion around your order status, along with the issues applying the discount and free postage, is certainly not the level of service we aim to provide.
Your feedback about both our customer service communication and chat support is incredibly important, and we’ll be reviewing this internally to ensure clearer, more reliable support going forward. We never want to offer anything that can’t be honoured, so we’re especially sorry for the disappointment caused.
If you’re open to it, we’d really appreciate the chance to make this right. Please reach out to our customer service team with your details so we can look into this further and resolve it for you properly.
“My first purchase was returned before I received it - don’t know why 🙅♀️ I was given names of stores which might stock it but no luck - eventually a helpful store person duggested to keep checking as sometimes goods get sent back! Luckily I got my item eventually!!”
Hi Elizabeth,
Thanks for sharing your experience.
We're truly sorry to hear your first order was returned to us without any warning.
We’re glad you eventually received your item, and we appreciate you sticking with it through the process. If there’s anything else we can help with or if you’d like us to look into the return experience further, please let us know and we’ll be happy to assist.
Kind regards,
Team Phase Eight
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