“I've never left a review before but cannot express enough how poor this service was. The lack of communication and money grabbing made the service unusable. Would not recommend.”
“The concept is so good but this was such a huge disappointment! I had to chase my first order which took over a week to arrive. When it finally did turn up, the items were all stuffed in a bag with zero attempt to fold anything. They all needed a lot of ironing which I don’t have time to do. Other issues included: one item wasn’t sent due to condition issues and the replacement I chose never arrived, the Whistles dress I’d picked was missing a belt so couldn’t be worn, the jumpsuit had pulls in one of the knees and knots in the belt, and the jumper was quite thin and bobbly. All in all pretty poor but it was mostly the lack of care in the packing that put me off. Where was the box they mention hundreds of times on the website!? Their customer service has been ok and they sent me clear instructions on how to return my items and cancel my subscription. They also agreed to refund me my first and only month because the condition of the clothes was so poor. I just wish the experience had been better because this could be so good. Someone had a great idea but the execution and management needs a total overhaul.”
“I really, really love the concept but the customer support has been awful! I have waited over 3 weeks for my latest ‘monthly’ order and received no reply to the support e-mail until today. Most other months I’ve needed to e-mail in order to get my order pushed through as there system is so poor. I’ve also noticed there is less new season stock and honestly thought they might have gone under.”
“Customer service take days to reply. Looking at other reviews, my experience isn’t unique. A week in and still no clothes. They haven’t forgotten to take my money though. Was promised in an email that they would be sent “tomorrow”. 2 days later and they aren’t dispatched. Can only email and it seems like emails are mostly ignored. What am I paying for? Unreliable service and almost a scam. The sizing of the clothes is enormous too”
“I completely feel the same as the reviewer Amy below me. It's such a shame as it's the only clothes rental company which deals with everyday clothes rather than designer.
As well as what Amy says, this month my money has been taken but I cannot place my order despite multiple emails to customers services (no phone number). I've always had to ask CS to renew my box as every month there has been a problem on the website.
It's all too time consuming and now they have this month's money and I have no box.
I really tried hard since I signed up in April to see past the glitches and support this initiative but it's not worth it. Also, clothes are now dated and there's been new stock since at least before I signed up.
I rent my son's clothes and the company, thelittleloop, is a dream. Devout should look into using their model.
I wonder, to be honest, if the company is about to fold?”
“Disappointing to say the least.
I’ve been a customer for around 6 months and I’m yet to have an order which has had an issue:
1. Repeatedly the tech doesn’t work so the box gets stuck in limbo and you have to contact the CS team to manually push it through.
2. Items which you select fail quality control so you then have to go back to the drawing board and select others - annoying if you’re trying to create outfits / capsules.
3. On multiple orders I’ve also been sent items which shouldn’t have passed QA (think a Whistles jumper which has been washed on too high temperature and has shrunk or a shirt with a mould stain on). To be fair when I’ve contacted them about this they’ve said they’d sent another item out (but doesn’t seem over sustainable).
4. CS responses (only available via ZenDesk) is either fast (brill) or really slow. I placed a box order on the 22/8 (paid my subscription around the middle of August), once again the order got stuck so I emailed them on 3/9. No reply, so I emailed them again today 5/9 and I finally got a reply saying two items had failed QA - please pick some more. No apology or acknowledgment that it was pretty poor.
So I give up…such a great idea but The Devout obviously don’t have great QA processes for the clothes or their tech platforms.
Really hope they sort it”
“Garment arrived shoved in plastic parcel bag. Not wrapped or protected in the slightest. Garment was a leather jacket it arrived damp and crinkled. Will not be using again!!”
“Incredible customer success team - very responsive. Love the concept - love getting new clothes every month!
Sometimes the turnaround time of boxes takes a bit longer - but it’s getting faster and the team are always helpful to get you the items if you need them for a specific event.”
“This is the third box in a row where at least one of the items is stained. I can see the clothes are clean, but they haven't taken stains out. Agree with all the comments below re crumpled clothes, very late delivery and ridiculous website for ordering- you need a lot of patience to order... I'm not sure why I'm sticking with them tbh”
“I am on the 10 item plan which is a direct handoff and swap with the current clothes you’re renting. This did not happen and my clothes have been missing for a month. They have continued to charge me and not issue a refund. I have a huge box of crappy clothes (that I never wore because nothing was actually cute) and am being charged until the mail finds it. Which they obviously won’t because it was stolen.
I would not use this service. Especially since they do not have a phone to call.
Oh and top of that it looks as if my account has been merged with someone else’s and I’m now getting their tracking.”
“As many have said below, the Devout has a fantastic concept. So much so, that I wanted to overlook the glaringly obvious issues with the service. The packaging was awful (items shoved into a plastic sleeve, with no information at all) the condition of the clothes were terrible (items completed crinkled, jumpers totally shrunk, damaged items that should have never made it into the bag). The clothes took ages to arrive (which eats into the time you can keep them, as your month starts from order, rather than from delivery) There was no communication around sending the clothes back, or how that worked. I contacted customer service, and although they’ll send nice answers back, it was the same copy and paste words you can see in this thread. No real accountability seems to be taken for the state the clothes are in, or how terrible the service is. It’s so frustrating to see.
Over the weeks I had the clothes, I went back and forth over whether I would renew the subscription. But the clincher for me, was when I asked support Team if this was going to be the state of the clothes, and the service every month….They ignored the question. Multiple times.
So I’ve cancelled, and wanted to write this on here not only to warn off future customers, but to hopefully send another flag to their Customer Service Team.
Listen to your customers. If we’re all saying the same thing, ADDRESS IT. Otherwise you’re throwing what could be a fantastic business down the drain.”
“Harriet is so helpful, she makes me happy when I need help.
The Whistles dresses are lovely, I no longer need to buy any clothes. 3 dresses each month, mixed with old clothes is perfect. Thank you”
“I love the concept of Devout but unfortunately, their current setup really isn't working.
I signed up for 3 months and each month there were issues. Here is an overview of the problems:
Some clothes were in poor condition and damaged, although Devout were good at replacing these items quickly and reported the issues to their team. However, this happened numerous times.
The boxes for 2/3 arrived heavily damaged and leaving the clothes dirty in need of washing before wearing.
There are long delays before receiving a changeover box of items. Really this is the biggest issue. On average it takes Devout 2+ weeks from ordering a new box to delivery, when paying up to £99 a month that's half a month where you haven't access to clothes. You may receive a message saying that it's a busy time for them, although I received this every month during my subscription.
The website seems to have glitches with updating the prices of the items to buy. The second time this happened I was canceling my subscription but was interested in purchasing some items. I was told that the system with being fixed, I waited for this to happen and it didn't. I contacted Devout again as I was keen to return my box and keep some items and they charged me for an additional month and refused to pay me a refund of £99, regardless that the delay in returning the box was due to them not updating the system.
I have contacted Devout about this and I'm hopeful they will see this as unethical and provide me with a refund. I have offered as a compromise to pay for the overdue days only, I'm awaiting a response
I often found that items I liked were out of stock and you're not notified if something comes back in stock. It would also be helpful to be able to filter clothes from in and out of stock in wish lists to make it easier to select items for a new box.
For those of you considering taking up a subscription with Devout, I would advise against it. I understand they are a new company so there will be teething problems, but they really need to turn things around to make this a sustainable business. I do hope they do, as there are limited clothing subscription services in the UK.”
