“I had an absolutely terrible experience with this company. The customer service is beyond unacceptable.
First, I ordered an item, and they delivered it to the wrong address. Instead of taking responsibility and resolving the issue, I was left to go door-to-door in my neighborhood to track it down myself.
Then, another item I ordered was delivered late and arrived covered in gas oil, which was completely unacceptable.
The final straw was when I ordered an item to be delivered to their store. The item I received was clearly used and worn, likely a return from another customer. When I called customer service in Kensington to get my refund, the representative was extremely rude, dismissive, and unhelpful. She couldn’t even explain why I wasn’t getting my refund.
This level of service is appalling. I won’t be ordering from this company again, and I wouldn’t recommend them to anyone. They clearly don’t value their customers or take responsibility for their mistakes.”
“The refund process is terrible with Reiss. I sent a package back a month ago and still didn’t get my refund back. They keep feeding me with promises but still no money back. This company is a fraud, do not purchase online form them ever!”
“Consumer laws don’t apply to Reiss. Told me my gift card is not usable despite being the legal minimum issue period of three years. Avoid at all costs.”
“Excellent service from Courtney at Reiss, Elys Wimbledon. I couldn’t get a pair of jeans online, but they had a pair in stock. Even though I knew it was a big inconvenience, as I live up North, she processed it all perfectly over the phone and my jeans arrived yesterday. By the way - I love them. Thanks Courtney”
“I see entirely too many NEGATIVE reviews.
I am writing this because I was promised my order today and instead received an update that the sender made an error and wished to remain anonymous; my package will be an entire day late.
I do hope the item is much better than the anonymous sender's incompetence.
I shall keep everyone posted.
When I eceive it then I'll write another review regarding the item.”
“I recently bought two items in Reiss. A jumper which after one wash it shrunk so much it won't fit me any more. The second item were trousers, on the first wear the hem came down. I tried to return them to the shop to be repaired and I was told 'they are purposely hemmed loose as people like to take them up'!!!! I wasn't offered a replacement or refund. Why would I buy a pair of trousers I have to resew after one wear, it doesn't make sense. Terrible quality. I will not be shopping in Reiss again.”
“Worst customer service I have received in Reiss London Bridge!
Collected an o lm line order last week and asked if I could check the item. The female “manager” Sachini looked confused and couldn’t comprehend how to open the bag! I left promptly as had a train to catch, to realise they had reduce the item further.
Called the store to see if they could refund me the small difference of the price in which I was told no they couldn’t, by the male store manager, Mark. The only option was for me to reorder the item and collect it and bring back the jacket with the receipt…Great carbon footprint Reiss!!!
Went to collect the item today and explained to the same rude female “manager” Sachini if she could she just refund me the jacket I’m collecting with the receipt of the jacket I collected on Friday. To be looked at in a daze and told “Computer says no” Abother female staff member said the excuses were that each individual jacket has its own bar code, which it does not as the same bar code shows on both receipts!
Bad attitude of female “Manager” Sachini computer says No attitude, clueless, unhelpful.L and firstly refusing to give me her name. Then replying with a bad attitude when I advised her I will be speaking to the Head Office, in her response was you can do that!
Witness her being unhelpful to a male customer who also walked out the store and left 4 items, prior to me!
Did not collect the jacket and asked them to process the refund and will be returning the other jacket back in store for a full refund as I refuse to purchase it due to the attitude of the Sachini!
Awaiting Mark the store manager to call me back for a resolution, as per customer service helpline and I will also be speaking to their Head Office about the bad customer service I have received not once but twice in the store!”
“Went to the Reiss store on Regent Street and got some fantastic service from a lovely lady called Hanin. She went above and beyond to help my elderly mother, and so I asked to speak the store manager to commend her service. He was lovely as well and clearly leads a fabulous team.”
“Horrible! Do not buy from Reiss! I returned a dress on May 18th and today is June 13th and I still do not have my refund! Absolutely unacceptable! Sent another chat message today and will be following up with an extremely curt call tomorrow. I don’t give up when it comes to my hard earned money!”
“Be very carefull when you. buy online
I have been a loyal customer of Reiss for some time now, having made several purchases both from the Melbourne store and through David Jones. Recently, I made a small online purchase from your store with no problem.
However, my recent experience with purchasing a business suit online has left me greatly disappointed. I was unaware that my item would incur additional costs, as the item was a big purchase . I was not prepared to pay for these unexpected expenses.
These costs include:
Toll Customs Broker Fees AUD82.50
Border Force Fees AUD93.00
Import GST (10% of the value of the goods)
Import Duties (5% of the value of goods)
I never saw online that the items would be shipped from the UK not within Australia . I have asked for a full refund and the item to be send back . The website is misleading and I am very disappointed.
No refund received as jet.”
“I keep getting really annoying ads every single day from reiss, 1 is a strappy beaded cocktail dress, and another new tab says oh oh, this page cannot be found, wish i had never bought anything from them🥴😖😢”
“We reported to Reiss customer service a physical assault committed by the Westfield, White City store manager, Sarah, on both me and my wife, that happened around (4-4.30pm).
It is now 48 hours later and we have still not had a reply or call out of courtesy. The senior management of Reiss should be appalled by what one of their staff did to us in the store! Imagine if it was the other way around? We have also reported the assault to Westfield centre management and we will be contacting the police!
What kind of staff do they employ? If the assault was not enough, she also threw our Reiss shopping worth £1600 outside the store. Total disrespect not only for customers, but also for the Reiss brand and clothing.
We have never ever experienced anything like this before. Disgusting and unacceptable. This store manager is clearly in the wrong job.”
“What a terrible company reiss is! In May I ordered several items. A suit jacket arrived creased. Pants also wrinkled, without a button and the trousers were pasted with stickers! And the worst: I've been waiting for more than a month to get my money back. After many emails, phone calls, still no refund. I will never order here again!”
“Karolina with Reiss in Kensington was extremely helpful with finding a dress for me. When I was ready to give up, she convinced me to try this Elena coral dress on and it fit perfectly. I was even surprised that the color of the dress highlighted my skin tone. I will continue shopping with Reiss, due to the great customer service.
Many thanks
Eva
Store 4220.”
“I just went to the Reiss Covent Garden store and my daughter & I were treated as thieves. The store security ran after us and told us to open our bags and handbags in front of everyone on the street. As a regular customer of Reiss and being treated like that is appalling. For context, we are of Asian heritage and I feel this could have very much been racially motivated. I am extremely disappointed with this behavior.”
“I have bought lots from REiSS in store and on line ...contrary to many reviews I have had excellent service with delivery and refunds.
The quality of the clothes reflects on the prices .... I also try and buy in the sales.
Especially coats.
Most items are delivered as my nearest Reiss store is around 20 miles away.
Prompt 24hr delivery.... no complaints whatsoever... just love their clothes !”
“Three orders for trainers placed via the Reiss Online store. All three orders resulted in incorrect size items being delivered, with the worst being women's sandals being delivered in place of mens trainers. All items were in incorrect boxes, so clearly Reiss are not checking their products ahead of dispatch.”
“Die Webseite für internationale Kunden, in diesem Fall Deutschland, ist in Sachen Größentabelle wenig hilfreich. Mehr Erläuterungen wären hilfreich. Es gibt am Markt so viele gute Beispiele, die es viel besser machen. Zum Beispiel Boss, oder andere. Der Support im Chat konnte mir noch nicht einmal ein Anhaltspunkt sagen, was 40R in einer deutschen Größe wäre - ist wäre die Größe 50 richtig gewesen.
Zudem funktioniert der Promo Code für non-OK Kunden nicht, so die Aussage vom Support. Obwohl man mit dem Promo Code gelockt wird. Im Austausch mit dem Support konnte ich nichts erreichen. 1 Stunde chat, die einfach mit der Hilflosigkeit des Supports endete.
Mit dem Chat am Freitag und heute, habe ich 2 Stunden verschwendet Dinge zu klären, die ohne Ergebnis endeten... Ich bin gespannt, wie das läuft, wenn ich ein Kleidungsstück zurückgebe...”
“I love reiss brands, but recently and in fact last year the quality of thr clothes has not been good. Alot of skirts, jumpers and a summer dress goes out of shape. I bought a yellow jumper and it completely out of shape after only one wash, it's gotten baggie and no shape to it. I bought a blue summer dress last year and thr quality was poor. Only could wear it once and out of shape. Love reiss just not anymore.”
