“Bought 4 pair of shoes for £134 more than two weeks ago and package arrived damaged and open two pair missing! no one is replying to my emails! Phone lines are off! Useless customer service! I want my money back! never shop from Topshop ever again! low quality rubbish customer service”
“I purchased a pair if cycling shorts from Topshop. After washing them once following the guidance on the label, the shorts fell away from the waist band completely. I contacted Topshop expecting them to refund me or send a replacement product and instead they said they did not think it was a manufacturing issue. I am very disappoinented and think it is horrific customer service. If you are wanting clothes that don't fall apart after one wash, I would recommend that you look elsewhere.”
“I placed my order and paid via part gift card and part card payment. Firstly for a company of this size to use a courier like Hermes is horrendous. Secondly once Hermes had lost my parcel a refund was provided after over a week but only my card payment was refunded and not the gift card amount. A month later the issue is still not resolved.”
“I purchased the products online but unfortunately I have to return them. The return parcel has arrived to the warehouse however I have not received any refund. After 2 weeks waiting I decided to contact Topshop(twice)They replied back that they’ve already processed the refund and I should check with the bank. I waited 5 days and contact my back and find out there is no Payment from topshop! I never received email confirmation that the refund has been processed but they keep saying they have refunded. Lying customer services! Stay away from this company.”
“I purchased the products online but unfortunately I have to return them. The return parcel has arrived to the warehouse however I have not received any refund. After 2 weeks waiting I decided to contact Topshop(twice)They replied back said they’ve already processed the refund and I should check with the bank. I waited for 5 days and contact my back and find out there is no Payment from topshop! I never received an email confirmation from topshop that the refund has been processed but they keep saying they have refunded. So frustrated! All that time I have to wait and wait. Lying customer services.”
“I purchased the products online but unfortunately I have to return them. The return parcel has arrived to the warehouse however I have not received any refund. After 2 weeks waiting I decided to contact Topshop(twice)They replied back that they’ve already processed the refund and I should check with the bank. I waited 5 days and contact my back and find out there is no Payment from topshop! I never received email confirmation that the refund has been processed but they keep saying they have refunded. So frustrated! All that time I have to wait and wait. Lying customer services.”
“Bought my daughter Adidas leggings from merry hill store before Christmas for a present and tried to return them as they had a mark on them. Still had the labels and tags on them and the receipt but it was over the 30 days refund policy but they said they would exchange for something else which was fine. Then the assistant showed them to a manager who said they couldn’t because they wouldn’t have sold them wit a mark on and they couldn’t resell them. They did this while the shop was quite full and was extremely embarrassing really in not so many words calling us liars. They told us to get in touch with customer services which we did. We had to send photos and eventually had to send the leggings for them to check and after 2 months have received an email saying that it’s not a manufacturing fault s o are returning the leggings to us. We spent almost £300 at thi store at Christmas. Will not happen again. Obviously they don’t need our custom because the high street shops are doin so well. Got a feeling this shop won’t survive much longer. Recommend you shop somewhere else.”
“Went to take an item back with my receipt said I could not return due to the rude assistant saying I had worn it I had the receipt still within the 30 day policy and tags attached very rude assistant said I was intimidated her by smiling at her because I thought it was so funny that I could not return an item with tags attached and receipt she said it looked like I had worn it called the store manager who stated the same thing to me so I called customer support on the back of the receipt said I needed to ask for there names went back in and both the assistant and manager said they would not give me their names so I will not be going back in this merry hill store in Dudley ever again I had never worn it only tried it on and then saying I cannot have a refund and them sarcastically pushes it back to me was a disgrace o hope they get repercussions for this disgusting customer service”
“Bad Customer Service. I purchased a pair of boots. They were worn only twice and the heel broke. The customer service has not been helpful. I sent them pictures (as they requested) and they promised a reply in 5 days. After 15 days, I email back only to hear that they would either offer a 10% discount or I would have to find a shoe repair place, get a quote, get the quote approved and then get them repaired. They do not back their product. Buy beware.”
“Worst retailers - RACIST ENCOUNTER WITH STAFF! I have been to a couple of Topshop stores across London and all have rubbish customer service. One particular staff mocked my son's hair with her colleague because my son is biracial - PURELY RACIST. Another didn't give me my reciept, I had to remind her to give me a receipt. Worse of all, they talk to their colleagues but ignore customers; when I ask for help I feel like an inconvenience! PLEASE AVOID AT ALL COSTS. .”
“The staff in the London Brompton road were obnoxious and rude. They didn't care about any of there customers, especially the lady in the changing rooms who couldn't have cared less about us being there and instead gave us dirty looks as I swapped sizes for my mum instead of helping to find her size or suggest she would check I did it myself. She acted the whole time as if she was above us. The guy at the till was nicer but still was rude and they all made it obvious that they thought they were above all the customers. Not good customer service to make your customers feel unwelcome. I love Topshop but will not be returning to this store when next in London!”
“Topshop has to be one of the worst retailers for customer service I have ever experienced. The staff in the London Brompton road and Oxford Circus stores are among the worst I have ever dealt with. I recently visited both stores looking for maternity jeans and was made to feel like an inconvenience! I first visited the Brompton road store where I was told by one sales assistant that they didn’t stock maternity wear and so when I asked for help on which other stores did store maternity wear, he shrugged and abruptly said ‘well I don’t know’ and then turned his back to me and thus ended our conversation. Of course this left me feeling quite humiliated and also angry that my request was dismissed by someone who works to serve the customer.
I researched stores close by and made me way to Oxford Circus as the Topshop app suggested the store had maternity wear available. And so I made my way to the denim department and when I couldn’t find maternity jeans, a sales assistant sent me to the next floor down telling me
I needed to find the maternity section. When I got to the next floor down and approached another sales assistant (as I couldn’t see a maternity section labelled) I was then directed to another floor, which also turned out to be incorrect. Eventually after trawling my way to each floor (being pregnant and tired I would like to add) I found another sales assistant who told me that I needed to leave the store and walk in through the next door (which made no sense). After almost 45 minutes of endless searching and visiting every floor in the extremely busy store, I was told by another sales assistant that I would in fact need to visit the Topshop maternity store which required leaving the main Topshop and entering a completely new store a few minutes away. By this point I was tired, frustrated and honestly so disappointment in how blasé and unprofessional staff in Topshop are! There’s a clear staffing issue if 4/5 of the sales assistants you liaised with are unaware of where maternity clothing is found!
I needed these jeans and so I set off for the maternity store and to say it was a disappointment would be an understatement. It has a very, very small variety of clothing and not to my surprise, unwilling staff who when I asked for help finding my size in a jumbled rail of jeans, responded with ‘what’s there is there’.
I’ve now had to resort to ordering online in the hope that the size and style I have ordered will indeed fit me. Of course, the order won’t arrive for over a week due to locating these ‘special items’ which is again, very disappointing.
I’ve never been made to feel like an inconvenience for wanting an item in a store before but searching for maternity wear has really changed that opinion. It’s shocking that there is only ONE Topshop store in London that sells maternity clothing when I am pretty sure being pregnant isn’t exclusive.
I hope this feedback is digested by someone at Topshop and if not, I feel compelled to share it anyway so any other mums-to-be can avoid the ordeal I had to face.”
“Topshop has to be one of the worst retailers for customer service I have ever experienced. The staff in the London Brompton road and Oxford Circus stores are among the worst I have ever dealt with. I recently visited both stores looking for maternity jeans and was made to feel like an inconvenience! I first visited the Brompton road store where I was told by one sales assistant that they didn’t stock maternity wear and so when I asked for help on which other stores did store maternity wear, he shrugged and abruptly said ‘well I don’t know’ and then turned his back to me and thus ended our conversation. Of course this left me feeling quite humiliated and also angry that my request was dismissed by someone who works to serve the customer.
I researched stores close by and made me way to Oxford Circus as the Topshop app suggested the store had maternity wear available. And so I made my way to the denim department and when I couldn’t find maternity jeans, a sales assistant sent me to the next floor down telling me
I needed to find the maternity section. When I got to the next floor down and approached another sales assistant (as I couldn’t see a maternity section labelled) I was then directed to another floor, which also turned out to be incorrect. Eventually after trawling my way to each floor (being pregnant and tired I would like to add) I found another sales assistant who told me that I needed to leave the store and walk in through the next door (which made no sense). After almost 45 minutes of endless searching and visiting every floor in the extremely busy store, I was told by another sales assistant that I would in fact need to visit the Topshop maternity store which required leaving the main Topshop and entering a completely new store a few minutes away. By this point I was tired, frustrated and honestly so disappointment in how blasé and unprofessional staff in Topshop are! There’s a clear staffing issue if 4/5 of the sales assistants you liaised with are unaware of where maternity clothing is found!
I needed these jeans and so I set off for the maternity store and to say it was a disappointment would be an understatement. It has a very, very small variety of clothing and not to my surprise, unwilling staff who when I asked for help finding my size in a jumbled rail of jeans, responded with ‘what’s there is there’.
I’ve now had to resort to ordering online in the hope that the size and style I have ordered will indeed fit me. Of course, the order won’t arrive for over a week due to locating these ‘special items’ which is again, very disappointing.
I’ve never been made to feel like an inconvenience for wanting an item in a store before but searching for maternity wear has really changed that opinion. It’s shocking that there is only ONE Topshop store in London that sells maternity clothing when I am pretty sure being pregnant isn’t exclusive.
I hope this feedback is digested by someone at Topshop and if not, I feel compelled to share it anyway so any other mums-to-be can avoid the ordeal I had to face.”
“Shocking company. Do not reply to emails; dismiss any accountability. Regardless of whom you talk to via phone - social media the service is the same- dreadful.”
“There were to lady’s taking about people to be precise my family member wich I think I’d wrong and then they started taking about people who they work for and chatting about them in a bad way saying there really annoying and they need to shut up and taking about people there sleeping with why would anyone want to know that!!!!!!!!”
“Worst customer service experience ever. It took 3 weeks to get a refund, they NEVER reply to e mails and in general have no clue what they are doing.”
“Sold items that were not in stock this was not stated at time of purchase. no communication to explain the delay. When I chased it the customer service was terrible. Will not shop here again.”
“What is going on with Topshop deliveries? Service has gone downhill recently. Standard delivery pushing 9 days & paid £6 next day delivery on Thursday, still hasn’t arrived! Disappointing”
“Recently in the Amsterdam-Kalverstraat branch, I was threatened by the shop assistant. Because she came to me a second time with a fittingroom clothes rack
, I warned her that she should look out the next time. She gave a cheeky answer that she didn't understand me and that she didn't speak Dutch. And after 2 minutes the security guard came to me that I had to leave the store immediately. I have a video recording of this. During the recording we were sent away by the manager without explanation. I could not even explain my own explanation. Der wasn't even listened to me and I was sent away. I have written a complaint letter to topshop. Shame on me from my life and yet I was not taken seriously. They offer excuses by e-mail. Never again top shop!”
