“Stolen money - terrible customer service - Do not purchase online ever !
For just over 2 weeks Ive been chasing a refund from Reiss worth £225. They say they issued it to PayPal, PayPal say no they didn't. Ive provided all of the transaction codes from PayPal but time and time again I get low level representatives who refuse to escalate this to the finance department to see what has actually happened.
Simple answer from them, system says we gave your money back, sorry you don't have it but can you please go away.
This is a low level luxury brand who has the worst customer service I've ever encountered. At this point it looks like I might actually have to go to the small claims court to get my money back, instead of them making one 15 minute phone call to PayPal to figure out what's gone wrong with their system.
Disgraceful”
“I contacted them 4 times to know how to return my package since their online system does't work. They simply send an email saying the return will be arranged and they will get in contact shortly but then never do...
sooo I lost 190 Euros for nothing. I wanted to try other items but I'll find a more reliable seller.”
“The assistants Tia williams are incredibly snobby and I was left somehow feeling like I wasn’t good enough to shop there, which was especially annoying as I’d made a special trip back to the store Reiss Kingston to return and never been made to feel like this. Very disappointing she was gossiping also…”
“Wedding suit LOST and refunding STILL pending.
I purchased my wedding suit from Reiss over two years ago. They then lost my suit after sending it for alternations, promised and committed to a refund within five days....One month later and I am still waiting! I have emailed, called, visited the store several times but still nothing. I need the funds to be able to purchase my new wedding suit. I can't believe how inadequate this service is and how it lacks any kind of empathy given my situation. Shocking.”
“Leider erreicht man niemanden im Kundenservice. Ich habe im März Ware im Wert von 770€ retour und bisher (Mitte MAI) keine Rückerstattung erhalten. Ich werde dort aufredenfall nie wieder bestellen zudem die Kleider nicht sehr hochwertig aussahen.
Tut mir sehr leid”
“Bought online with idea of exchanging in the store if the item doesn’t fit. Two dresses didn’t look as I expected and I wanted to exchange in store. But, I could not exchange or get store credit, I had to return items for reimbursement. Those dresses were a gift and I lost about $800 because they went to the giftee’s credit card and I couldn’t get anything in return. Very bad policy.”
“i ordered a dress and did not see the default address. within a minute i tried to call customer service and every way i attempted, it did not work. i then got on a live chat that was the worst customer service i have ever experienced. i just wanted to cancel and reorder, give the correct address and he kept saying it has to be delivered first. it is being delivered to another state. who is going to return it form there? i will NEVER shop with them again. horrible experience.”
“Awful user experience. Can't filter by size because it shows all sizes when you select one size. Site crashes, doesn't hold your items in the basket when you shop. Terrible. Need to hire some people to sort it out.”
“Approx 3 weeks, I spent €1,000 on clothes to be delivered to Cyprus - I was so impressed with the efficiently - order arrived quickly and loved all the clothes. So wanted to order more - however now the website shows Cyprus in US Dollars and the prices don’t reflect the different the exchange price - they are just double? The Jacket I want to buy is £400 but in dollars is $670? I’ve tried to get my n touch with Reiss but all I get is a ‘how did we do?’ email. Disappointing!”
“I ordered a pair of cream Florence jeans to go with the gold blazer I also bought for Christmas.
I didn't think to check washing instructions until it came to wash them. Imagine my horror "DRY CLEAN ONLY"! I would never have spent £138 on these if I had realised.
Extremely disappointing!”
“I ordered a dress for an upcoming event and 3 days after I placed the order Reiss cancelled by order due to stock issues. I have already bought a bra specially for this dress as it is low cut and the bra cannot be returned. I also now have just a few days to find an alternative. Pretty poor service all round.”
“I went to the Regent store today 6th December to collect my online order I had to wait a long time and was told by the staff that she can't find my order, I asked her where my order is she asked me to wait again for a long tome and again no record to show where my order is. I said I was not happy about not having the order and no knowing where it is. They told the my ordet has been returned to Warehouse they have no way to track it.
They called me after a few hours and left voice message saying they found my order and asked me to call them back.
I called the regent street telephone number many time no one answered the phone”
“Reiss experience
I was shopping today in a store in Market place 14-17 London and went out from my fitting room to get another size of the top to try on. When I came back with a new item to my fitting room, another lady jumped in and locked in my fitting room. Luckily I had my personal bag with me, only my coat and some shopping bags were left there. Your security guard worked very well, he came to me straight away and asked what’s happening. He helped me to remove that lady from my fitting room who already started to check my coat pockets ( I could see it through the small hole in your fitting room). I am writing just to say thanks a million to your staff member security guard from Market Place 14-17, well done! He prevented my belongings from stole. His Line Manager needs to see my thank you letter and the other staff members have to take the best example from him.
All the items I bought today are amazing!! Great quality and assistant helped me to find the right sizes quickly”
“I bought a coat yesterday. I paid for standard delivery, and to my surprise the coat came today. Their customer service is excellent. And the quality of the coat is so good. I love it. I am very happy from their service.”
“I wish I read these review prior to my ordering with this company.
The quality of clothes is very good, however, their customer service is terrible. I mailed them an item I needed to exchange and got no item back nor refund. Now, they want pictures of the shipped item as a proof. Well, I didn’t take pictures since I assumed a high end retail would be on top with their services.
I provided proof of delivery that the items was received by them.... now I have to dispute this charge with credit card company.
I want to say the company is scam since they don’t care about their customers.”
“I have been trying to make an exchange for a pair of shorts I ordered over a month ago and numerous emails! I wish I read these reviews on Reiss.com prior to purchasing! I will never order anything from this company again! Horrible customer service!”
“Brutal. Seriously brutal. I caution anyone from purchasing anything online from this company. I made an extravagant purchase in November (feeling sorry for myself in COVID) and ultimately decided to return the item a month later. I am still waiting for my refund (which is not an insignificant amount!), even though they received the item back a month ago. I have had to follow up countless times to inquire about my refund - the latest contact I had was that a different credit card (not mine ... or anyone I know) was given the refund. I am still waiting to hear back from them on the resolution. NEVER AGAIN will I purchase anything from Reiss.”
