“I really liked TopShop, so I ordered on day four jeans and sent two of them back. The delivery must be got lost and I never got my money back. Since they are working together with ASOS I can't reach someone from TopShop because ASOS says they don't have the right to look after my delivery. I hope someone from the TopShop team is reading this and will respond to this post.”
“Top shop jeans size are all messed up. I brought a blue pair and was happy then ordered same size same style in black but it’s one size smaller. Can’t understand how they can get it wrong”
“Still can't get refund on 4 outstanding returns despite now being assured twice by customer service - when they can be bothered to respond at all - that these refunds would be processed. I have provided tracking and proof of posting several times now so there really should not be this much of an issue.
To top it all off, I am now being contacted by some guy called Robin from Digital Fraud Chargebacks at Arcadia Group. There is nothing fraudulent about any of this and I'm not best pleased at the implication.”
“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”
“Crooks! Ordered jacket for $95 for Christmas gift. 20 days later (after Christmas) received someone else's order! With their packing slip (Florida address and I'm in California) dated July 2020! No customer service phone number. I emailed customer service with all info, photos of order, delivery labels etc. One email back asking for the same information again which I immediately re-sent and now it has been 2 months and I have had NO RESPONSE! I have emailed 5 more times over these 2 months. They stole $95 and I never received my order. BEWARE.”
“Awful customer service!
Shocking in today's world of consumer expectations and quality technology that Topshop cannot keep their word. Over a month and I'm still waiting a refund. Shocking how little response I've had from their customer service, their lines are dead and although I have had responses (usually take about 4 days) - I'm still awaiting my refund!
And this is my first time ordering online. Let's hope ASOS make serious improvements!”
“Never received my parcel and you don't get reply from email you sent hermes scumbag as well you only speak to the Robot. No refund either. Shocking!!!??”
“Purchased £70 worth of goods several weeks ago £50 cash transaction and £20 voucher! (To round up the figures)
Goods were dispatched but only reached the warehouse depot due to packaging damaged beyond repair. (That’s what an email claimed to say - eventually - after receiving daily texts saying expect delivery today!) Therefore we didn’t actually receive any goods. The goods were redirected back to Topshop!!! Top shop made a refund - but decided to keep £20. Unable to make contact with them other than by email. I have now received the same automated response asking for the order number. I have responded 3 times now with this information. Not had a response back now for around 2 weeks. Criminal what they have done - one not responding to my query and secondly keeping £20 of my daughters (Christmas present) if they had just simply re dispatched the order I would have been happy. Do not purchase anything from Topshop - criminals and thieves”
“Discriminated and refused entry into store.
My daughter abd I were racially profiled by the manager Ralph Tsang. There actions have been found to be racist but three months on and Topshop have refused to acknowledge and apologise for their wrong doing. Very poor customer service.”
“rong item sent, poor customer service. DO NOT ORDER!
Wrong item sent.
Snotty replies from the customer service.
I had the worst experience with TOPSHOP. I recently placed an order (Order # 485908670) and paid 55 euros for a pair of jeans. They sent me the WRONG pair of jeans (different style, wash, and article code). And the worst thing is, they sent me a discounted pair of jeans worth 20 euros and paid 55 euros for it! How stupid can they get? I’ve read from other reviews. This is not the first time this happened. Why do they keep sending wrong DISCOUNTED items? Is this how they try to make money now because they have gone bankrupt?
Anyway, so I sent them a couple of email and messages through facebook before I got a response. I informed them of their mistake. They want me to pay for the RETURN postage at my expense and THEN place another order for the jeans I want and THEN they will send (hopefully) the correct item! First, I asked if they can just send me the correct pair ONCE they receive the wrong item without me placing another order, they refused. France is in lockdown. The process will take longer if I have to place another order again. Then, I asked if they can just return the refund through a Topshop gift card and not through the my credit card so I won’t have to use my card again when I make the new purchase, they refused again. I am never ordering from Topshop again again. It was one of my favorite brands BEFORE. They have gone downhill. They have the worst customer service (rude and unhelpful) and the worst return policy.”
“rong item sent, poor customer service. DO NOT ORDER!
Wrong item sent.
Snotty replies from the customer service.
I had the worst experience with TOPSHOP. I recently placed an order (Order # 485908670) and paid 55 euros for a pair of jeans. They sent me the WRONG pair of jeans (different style, wash, and article code). And the worst thing is, they sent me a discounted pair of jeans worth 20 euros and paid 55 euros for it! How stupid can they get? I’ve read from other reviews. This is not the first time this happened. Why do they keep sending wrong DISCOUNTED items? Is this how they try to make money now because they have gone bankrupt?
Anyway, so I sent them a couple of email and messages through facebook before I got a response. I informed them of their mistake. They want me to pay for the RETURN postage at my expense and THEN place another order for the jeans I want and THEN they will send (hopefully) the correct item! First, I asked if they can just send me the correct pair ONCE they receive the wrong item without me placing another order, they refused. France is in lockdown. The process will take longer if I have to place another order again. Then, I asked if they can just return the refund through a Topshop gift card and not through the my credit card so I won’t have to use my card again when I make the new purchase, they refused again. I am never ordering from Topshop again again. It was one of my favorite brands BEFORE. They have gone downhill. They have the worst customer service (rude and unhelpful) and the worst return policy.”
“rong item sent, poor customer service. DO NOT ORDER!
Wrong item sent.
Snotty replies from the customer service.
I had the worst experience with TOPSHOP. I recently placed an order (Order # 485908670) and paid 55 euros for a pair of jeans. They sent me the WRONG pair of jeans (different style, wash, and article code). And the worst thing is, they sent me a discounted pair of jeans worth 20 euros and paid 55 euros for it! How stupid can they get? I’ve read from other reviews. This is not the first time this happened. Why do they keep sending wrong DISCOUNTED items? Is this how they try to make money now because they have gone bankrupt?
Anyway, so I sent them a couple of email and messages through facebook before I got a response. I informed them of their mistake. They want me to pay for the RETURN postage at my expense and THEN place another order for the jeans I want and THEN they will send (hopefully) the correct item! First, I asked if they can just send me the correct pair ONCE they receive the wrong item without me placing another order, they refused. France is in lockdown. The process will take longer if I have to place another order again. Then, I asked if they can just return the refund through a Topshop gift card and not through the my credit card so I won’t have to use my card again when I make the new purchase, they refused again. I am never ordering from Topshop again again. It was one of my favorite brands BEFORE. They have gone downhill. They have the worst customer service (rude and unhelpful) and the worst return policy.”
“I placed order number 483997369 on October 8th. I have been going back and forth with USPS and Topshop for about a week now. I never received my package and an getting nowhere with a refund. Topshop customer service keeps asking me the same thing (do my neighbors have it, is it in a safe place, does anyone else have access to my mailbox) it’s getting frustrating. My packages if small enough which this was, would have been placed in my individual mailbox in the cluster unit. It was scanned this but because there are multiple mailboxes inches away there is no actual proof of this.”
“Ordered socks and jeans for a pick up at Stratford Westfield. Had a phone call from top shop Westfield Stratford saying my order was here. Organised a baby sitting and went to pick up and only socks arrived. Now I have to go and pick up my jeans when they arrive and organise a babysitter again. Manager there served me making stupid excuses saying this is the system and can’t do nothing about it. Also disappointed to see customers walking around with no mask and staff with no care watching and serving as there is no care in the world. Very disappointed with Top Shop Westfield. Please change your system you are wasting customers time.”
“I ordered a pair of jeans and told they’d be delivered in 5 days time on a Friday afternoon. I was really excited to receive them and wear them on the weekend, but then I got a text and email on Friday to say they were delivered, but I didn’t receive anything. The email said they were signed for, but when you click to see the signature it says they’re not currently collecting signatures. I tried to contact customer service and they are ignoring me. The delivery company says on their website they have a phone line open until 6pm but when I called it the line said it actually closes at 4:30pm. The whole thing has ruined my Friday and I will definitely not order from Topshop again. I feel like I’ve been completely scammed as they’ve just stolen my money and not delivered the item to me.”
“My daughter ordered a month ago Trousers for college. Never got the trouser but deducted the amount from her account. I contacted them and only refunded me £2 and not the rest. Now they are not replying to any email my daughter sent them, she has two and they said email from the account email. They completed ignoring her now and no remaining refund has been refunded.”
“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 ordered a pair of jeans online and wanted to return them in store.
I was told in store- Bournemouth Castlepoint that due to COVID 19, I had to return via post as it was an online order.
I’ve done this and now it’s been over 5 weeks. I’ve not heard ANYTHING. No reply to my emails. I have been in store numerous times to be told it’s got nothing to do with them?? Even though they told me to follow this procedure.
I simply want confirmation they have received my order and will process my refund!!!
Never again will I shop at Topshop because the service is absolutely AWFUL!!!!”
“I made an order online that never reached the courier and has been lost. Despite this I was charged. I contacted customer services by email, twitter and Facebook but they took days to reply and were very unhealthy- they simply said they would look into it and have not kept me updated despite this occuring days ago. Their telephone lines are currently closed making this worse.”
