“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.”
“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.”
“Ordered 2 pairs of boots for home delivery. Should have arrived on day 4 and waited in all day and didn’t go to work. Hermes never delivered, no one text or emailed me and then the tracking status changed to delayed and ‘investigating’. Nearly 2 weeks on and have still not received my order and despite emailing and ringing topshop no one has bothered to update me, yet payment has been taken. Absolutely disgusting and to make matters worse I needed my order for my birthday which has now passed! DO NOT ORDER ONLINE AS THEY CANNOT DELIVER AS THEY CLAIM.”
“Terrible . My first time ordering online from Topshop it says 3-7 days for delivery . It's been a week and my item still at the wearhouse so I rang up to find out been on hold for 40 min just to find out that I've got another week to wait . I shop a lot online and never waited for delivery more than 3 -4 days !!!I'm very disappointed ! You need to sort yourself out Topshop ! I don't feel like shopping there anymore !”
“Customer service is non existent.
The girl i spoke to about a faulty bag that damaged a new dress told me there was nothing they were prepared to do .
She was so rude I was astounded in this day and age to be spoken to like that.
I will never shop with Topshop ever again !”
“What’s going on with top shop orders and it’s customer service phone number ...I’m am currently waiting for there customer services to answer phone to find out where my order is ... told at beginning of call approx 36 min wait.. I’m now at 57 mins starting to feel it’s a scam to raise money!!! As call is costing me 7p per min...On my account it is still saying being packed at wharehouse.. it’s said that for over a week ..”
“The Worst experience I've ever received from any high street retailer. Doesn't even deserve 1 star! I have ordered a dress which should have taken two days to be delivered at the Marble Arch shop and I am still waiting till today - 19 July and I ordered the dress on 27 June.
After contacting the Customer service for weeks finally they responded but without really apologizing and trying to locate the delivery at the shop which they have failed to do..I'm still waiting a week after receiving an email from them. On top of this they have already debited my account and I still haven't received the item that I have paid for.
They don't even answer the customer service hotline. Terrible service. Keep away, I'll surely do!”
“No refund of £31.99 for an item returned via Hermes on the 13.12.20 and no response to numerous email to Customer Services or online shopping - disgusted with them”
“Purchased shoes online. Want to return, though the Topshop site was unable to fulfill my request & indicated to contact customer service. They have no phone support, only email. After four emails, only one response that went no where & no return label. I also cannot find a return address. So hope you like what you buy, because you can’t return it.”
“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.”
“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. .”
“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.”
“I was not approached or greeted throughout my whole shop floor experience. On entering the fitting room which is un manned I was that pounced about a person who said I could only take six items in when I had 8. I then asked would they they be available to bring my other ones to me to save me re dressing. Needless to say as I tried on my garments and was ready to swop the person was no where to be seen. I left without making a purchase as I was disappointed by the way the staff dealt with me. I was not even approached on leaving the fitting room where he might of apologised for not popping my garments through ( as he said he would wait in fitting room) the store was ridiculously quiet so there was no excuse for this poor level of service.”
“Topshop is a horrible place, that treats their employees like robots. Just like their clothes made in sweatshops, and their owner who is a sexually harassing fraud, this type of mentality trickles down the system into the way they treat their employees. Management will bark orders at you, and you will be given mundane and pointless tasks that will make you question the meaning of life. Not only that, but even if you manage to work here for a substantial period of time, they will rip you off, not pay you the amount you're owed and will generally treat you with no respect. Avoid working here, or even shopping here at all costs.”
“The most shocking return process.
Takes over a month to get your return processed. I have had to chase 3 refunds now not being processed withing 4 weeks. Contact customer service team and they take two days to reply, don't read your email properly and fob you off with an unhelpful answer. Never ordering with them again.”
“Ordered several ladies tee shirts recently and was delighted with the quality, the price was more than reasonable. Always liked TopShop for value and delivery.”
“I brought a pair of topshop jeans 2 weeks ago and they have already ripped in between my thighs I’m disappointed if I’m spending £45 on a pair of jeans I’m expecting a good quality”
“I have been chasing a refund since April! We are now in July and they have £270 of my money. I was told by the customer services team (once I finally got through when they didn't have their phone disconnected) that my refund was finally authorised on the 21st June and would take 10 working days. I still haven't received my refund.
If you need to return an online order, I would return to store as this is ridiculous.”
“I am appalled with the service from Topshop (online ordering and customer services) I can't even begin to tell you all the problems I've had with them! They spoilt my daughters birthday who only wanted Topshop clothes. I was given a birthday code which didn't work, I've had an absolute nightmare trying to sort it out, finally, I had an email to say they will refund the 20% after I've ordered, so I put in a large order and have heard NOTHING back! today I received an email to say the order is delayed, I've had problems delivering to my home before (useless couriers Topshop uses!) so went for delivery to store which isn't any better. I am really frustrated and upset and can't bear the thought of spending most of the day trying to get through to them on the phone (like others I have been had a number of calls where I have waited over an hour and then cut off!!) and emails/facebook can take a week to be answered! I am fuming and just want to cancel this order (nearly £500.00)”
