“My order was never delivered as the address was not clear from the sender according to courier. I Had to email customer service as no number avaliable I asked for them to resend the parcel as soon as possible. Instead they thought to refund me instead as that was easier for them and send me a next day delivery code to reorder. Must be joking! I work in customer service myself and this was a very lazy way of managing an issue.”
“Janice was very pleasant, she was very friendly, she spoke very well and gave you the right advice.
Wonderful experience I had when I went in the store.”
“Terrible communication. Order not arrived despite despatched over 2 weeks ago, already 4 days later than latest delivery date. Unable to contact them”
“Absolutely ridiculous, queued for half an hour as only two people on the tills to return an item. I was told I needed to show them my proof of purchase which I showed them via email - I was then told I need to show them bank statements to verify the transaction despite this.
If this is company policy it is appalling - I will not be buying anything from the store in the future. To be also be meg by a shop assistant who rolled her eyes and laughed is disgraceful.”
“Wow, still no refund or acknowledgement that my returns have been received despite the proof of delivering showing they received them back on 17th November. I’m getting so fed up with this company, as firstly they didn’t provide next day delivery when I paid for it, and now this. Do you actually have any staff working at New Look to process these things or do you do it to alienate your customers?! Either way it’s disgusting.”
“I can't speak highly enough of both Abbey and Kai in the Woking store. Yesterday I returned a dress with a fault, which I only noticed when I was actually in the theatre! I called into the shop, explained the problem, it was solved very efficiently , with care and understanding. As someone recovering from cancer surgery, the new dress made me feel really good, it was wonderful to feel important and valued as a customer. Thank you both very much!”
“I was browsing for a petitie fit coat and whereas other websites display the choice requested, they usually mix in other items to encourage you to make a further purchase, New Look showed me ONLY exactly what I wanted and it was extremely easy to order. Received the coat and wore it today - great experience.”
“Went in to your Cardiff store in st David’s centre today with a return was served by Chloe she was amazing polite and found the dress on line in my size , great customer service”
“I ordered a pair of knee boots for my wife and somehow two items were charged and delivered. I took one back to a store and was told to send them back myself as the computer was down (again).
My wife tried the other pair on and they didn’t fit and was told to send them back too.
A month later I haven’t heard anything or received a refund.
Worst company by I have ever dealt with by far. Avoid this company”
“Order number: HY399232588
Terrible service. Paid for next day delivery from New Look and the DPD driver didn’t even bother to come to my house, instead he sent a photo of a row of three houses that are not on my street. Day after delivery rescheduled, despite me paying for next day. Anyway, todays DPD driver decided to stop outside the house, look at the house, walk to the back of his van and log that nobody was in. Not clever enough to realise he’s on CCTV doing so, added to the fact my daughter was stood in the window waiting for him. He didn’t even knock the door!
Can I contact you? Not on your nelly… I’ve WhatApped, Messaged and emailed, and had absolutely no response.
Now the parcel has been delivered to a parcel shop? Who’s going to collect that? Not me. It can stay there and you can refund me in full.
The items were ordered for an event for my daughter, that event has passed, and you failed to deliver.
Refund please. Thank you!”
“Where do I begin. Ordered 2 dresses online, picked up from store. Neither fitted, requested a refund and told I had to post them back. After a lot of chasing received a refund ON ONE OF THE DRESSES! Still CHASING FOR FULL REFUND. NO TELEPHONE NO FOR CUSTOMER COMPLAINTS-NO LIVE CHAT EITHER-STANDARD AUTOMATED REPLY. ABSOLUTELY SHOCKING CUSTOMER SERVICE”
“I placed an order online that never arrived and tried all of the available ways to contact the company, on three separate occasions. Although they sent confirmation emails to say they would be back in touch each time and for each method of contact made, no one ever did and I didn't get my money back. I cant claim via the delivery company either as am not the sender. Please be careful ordering online from this company- I will only ever shop in store going forward.”
“They are a scam. They sent the wrong item and refused to refund my money. Do Not buy anything from this company. Luckily PayPal will refund my money. Do Not deal with these scammers.”
“I placed my online order on the 29 August 2021 order HM383140621, it's been stuck on ( Awaiting to be Dispatched) for 4 days now with no updates. I've messaged New look directly & also on their what's app & no one has responded in over 3 days! It's not acceptable as this is awful customer service!All I want to know is what's going on with my order, your quick enough in taking my money but can't be bothered when things go wrong it's disgusting”
“New Look make me happy because of the wide range of clothes online and in store too.
You have quite a bit of discounts and it is at a affordable price.
I also like fact most of the clothes are true to the size!!!”
“I visited New Look in trostre, Llanelli yesterday,I was looking for a evening outfit,I was helped by a lovely young lady because I was struggling choosing a outfit! It made my visit so much easier because I was really stressing out! Lovely helpful staff who are there to help if you need them.”
