“I ordered my first box In January 2023. I didn't receive any information or tracking for my box until 7 business days had passed and only after I reached out to the company to get information (which was difficult considering non of the support links have anything to do with delivery).
Once by "box" arrived (i.e. damaged polybag) I only receive 4 of 5 items ordered. When I opened another support chat, I was told "the warehouse team is sure they sent out your jumpsuit" and that they are happy to send another item but not offer me a refund. Unfortunately this company failed to deliver because the concept it great.”
Hi,
Thank you for your review!
We are currently experiencing a high volume of orders, which has caused a delay in the dispatch. We apologise that this wasn't communicated to you. All information regarding our delivery times is available on both our FAQs and within our Support Centre.
We apologise that your items weren't in a box, and instead arrived in a bag. We will feed this back to the warehouse team to make them aware that they unfortunately arrived in a less than satisfactory state. I can see from your ticket that our support team has offered you a replacement item which is in line with our T&Cs if one of your items is unavailable. We will continue to converse with you on our support chat.
Many thanks,
The Devout
“I ordered my first box and what arrived was gross. Everything was damp when I pulled it out. Also, all the sweaters were extremely shrunk. I'll be cancelling and returning all items unworn. I love the idea and would honestly rather have paid a higher subscription cost for good quality, dry cleaned items. I've previously used LK Borrowed that sends item in much better condition.”
Hi Jessica,
Thank you for your review.
We apologise that you are disappointed in the service you received. We can assure you that all items are thoroughly cleaned and dried before they are dispatched. With regards to the shrunken items, whilst we do ensure that every item is checked before sending out, occasionally some items do get missed. We will feed this back to the QA team.
We are happy to send you replacement items for those shrunk sweaters, just raise a ticket with our support team and they will be more than happy to help.
Many thanks,
The Devout
“5 items out of 10 wear unwearable. 1. Ripped, 2. Woollen cardigans shrunk 3. Jumpsuit stain and belt missing 4. Creased and unpressed dress 5. Dress smelly and not cleaned
Items also arrived 13 days after my renewal date”
Hi,
Thank you for your review and bringing these issues to our attention.
I can see that you raised a ticket with our support team who offered to send you replacement items. We can assure you that all items are thoroughly cleaned and dried before they are dispatched. Unfortunately, whilst some items are in transit they do get slightly creased. We are working on our packaging so we can ensure this happens minimally.
We are sorry for the delay in you receiving your order. We are currently operating at a 5 working days dispatch time, following a high volume of orders.
Many thanks,
The Devout
“Great idea but far too many problems. Products never seem to be available so choice is limited and delivery is shockingly slow and unreliable (10 days from order) . Website full of glitches. Fails on every aspect… I have even been sent clothes that have shrunk but not worth the hassle to return”
Hi,
Thank you for your review.
Products do come into stock every day as rentals get returned by our members, but we are working on ensuring we have stock available in a range of sizes. We apologise that you experienced a delay in receiving your parcel. As we are experiencing a high volume of orders, dispatch times have been extended slightly.
Thank you for your comment about the website, the development team are currently upgrading features for the website to create a better UX. Any feedback on how we can improve our website is great appreciated.
We apologise that you received items that weren't up to standard, whilst all products are thoroughly checked, occasionally the team do miss a few. If you raise a support ticket with the team, they will send you replacement items.
Many thanks,
The Devout
“ordered my first box on 5th sep. it wasn’t delivered until 21st sep. I had a missing item so notified them and I still haven’t received a response (today is 28th sep). Out of the items I did receive 2 were not in a wearable state so required washing and ironing before I could wear. Safe to say I won’t be staying on as a customer although I love the idea of the company”
Hi Becca,
Thanks for your review. We have sent you several emails on this subject and are waiting to hear from you on these, one from the 7th September and another on 15th from your email to us. Some of our emails do end up in junk so if you could check these, that would be great.
If you can let us know which other items were not up to standard and we'd be happy to exchange these free of charge.
Many thanks,
The Devout
“Save your money people this seems to be a scam ! Placed order 7 days ago and order not dispatched! Emailed twice and still no response ! Total disaster , will now have to try and get reimbursement through my credit card”
“The clothes were unfortunately faded and a little dirty. It's a bit disappointing cause I truly love the idea of persevering the planet in any way we can.”
Hi Naomi,
Sorry to hear that! Please do raise a support ticket and we'll get that rectified for you. In some instances, some items slip through our quality check process, but we'll be happy to replace items that aren't of the highest standard.
Many thanks,
The Devout
“Loved the idea and the first (and only box) I ordered had lovely clothes. So nice I kept them for 5 months.
The problem is when I cancelled and returned the products I thought everything was sorted.
Then 4 months later and with zero communication they took 4 monthly subscriptions out of my account on the same day (£236) which has left me unable to pay my rent this month.
I have no idea yet why that happened but it's safe to say I'm both angry and disappointed.
IF there was an issue with the return why the hell didn't they contact me to let me know.
Such a shame as I can see from reviews that customer service is a strong point.
I've now paid 9 months subscription for the same items (2 x £39, 2 x £79 and 5 x £39) = £431 in total for items I had for 5 months.
I feel robbed.”
Hi Craig,
Thanks for your review.
As you know for your subscription to be cancelled, you must return your items to us. Unfortunately we never received your items back and so your subscription had continued. We wrote to you in January, February and March advising you that we had not received your box back.
Your payments had continued to fail against this but instead of charging you for the value of the box, we had kept your subscription active in the hope you would return the box.
Our payment provider continued to attempt to charge your card each month however it kept failing. When it was able to successfully take a payment, it then began to take payments for the previously failed payments.
As a small business ourselves, we rely on members returning their goods in order to make them available for other members.
We are still happy to recieve your box back and cancel your subscription for you.
Many thanks
The Devout
“The products is wonderful but the service is HORRIBLE. I joined them on January 25th and ordered my clothes, I subscribed for the 10 garment plan at £99.00 per month. The lack of available sizes particularly for men was a little irritating but I loved the concept so I stayed with it. My husband and I share a plan. I had just a few things I wished to discuss with them so I sent them an email to request that they give me a quick call. I'm extremely busy and phone calls are easier. I couldn't find a number to call. They messaged me back saying they can't call me. The issues I had were small at first such as delivery taking longer than 5 days for two out of my three months. The other was that on my first delivery they shorted me a garment and were supposed to include n extra in another shipment. I also wanted a better understanding of the correlation between the date my card was charged and the date my order was placed. It seemed to me that the way the plans are set up the delivery dates kept on getting later. With most subscriptions this is not a problem but in this case as you have to return the first product at the same time you recieve a new product it can cause confusion and you automatically loose days. These are customer service concerns I would have liked to discuss with someone. The first delivery I recieved within 5 days but my second delivery I recieved in 6 days and my third I received in 9 days. A little inconsistant but also loss of usability. Last but not least when I cancelled the subscription as I couldn't talk to anybody they said the clothes need to be in their possession by the original payment date and also that I need to deliver them to DPD as they will not be picked up. So when you cancel they do NOT give you the 5 day grace period for delivery that they ask you for. I felt from a customer service point this was a bit of an insult. I think this is a great idea but encouraging feedback could easily take care of the issues I mentioned above plus more. There are many flaws in the service. All I wanted was a call back.”
Hi Rupal,
Thanks for your review - to operate the most efficient customer service, we provide a live chat and separate ticket function to be able to process and deal with our members in the most efficient way, but also to ensure our pricing remains competitive. In addition, due to Covid, many of our team also work remotely. As a small team the additional infrastructure of a call centre would not be viable.
As you know we enable members to choose their repeat boxes ahead of their renewal date for maximum flexibility, but your box won't be dispatched until after your renewal. This means that the time between ordering and receiving may differ depending on how far in advance of your renewal date you ordered. To confirm though, your renewal date is the same date every month.
On cancellation, we ask that items are returned by the renewal date as our subscription payments are set to charge on that renewal date.
I am sorry we couldn't provide a telephone service but hope that our live chat and ticket system provides an efficient way to contact us.
Many thanks,
The Devout
“Still having issues with this company. I asked to cancel the subscription, and again they have taken a charge. Still unable to communicate with them via help desk or live chat, it seems their emails don't come through for some reason. I am told the issue was mine, as it's being blocked - I have a Google Mail account, which is pretty standard so can't see how this is an issue my end. I am get to find a number to call them on and really am at a loss as to what to do. Would not recommend at all due to the inability to get in touch if there are any issues, just makes for a very stressful situation”
“The worst company I have ever used, absolutely terrible service from beginning to end. The website says that you have been charged and then I wasn’t and it took forever to sort out. Actually impossible to get the clothes that you want in your size, not sure they exist. Then when my clothing arrived I had a face mask in one of the pockets! On top of this, the phone number doesn’t work and I get charged if I call it, and then even when I cancelled my subscription and sent my clothes back in time I still got charged for another month!”
Hi Vern,
We messaged you back via support at 12.27 today confirming your delivery change had been requested - if you didn't receive just let us know and we'll resend.
Many thanks
The Devout
“Not had a great experience. Items arrived, stained, crinkled and with buttons missing. One item sent was the incorrect size. I have written to let them know, over a week and still no reply. This was my first box and I am not impressed. Very poor customer service.
Love the idea, but will not be doing this again as the experience had ruined it for me.”
Hi Jemma,
Thanks for your review. We have been trying to get in contact with you via email to arrange replacements of your items, so this may have ended up in your spam.
If you can visit the website and come on Live Chat we will happily assist you and get your replacements on their way to you.
Many thanks
The Devout
“My first delivery was a sweatshirt that was completely washed out and had holes that were badly patched. The team was very nice, I got a replacement part delivered. This replacement was a jumper that had clearly been washed incorrectly and was therefore shrunk and full of peeling. Again, they apologised and promised to send a replacement immediately the same day. After waiting three days and receiving neither a delivery nor a shipping confirmation, I asked again. The replacement part was no longer available and I had to choose a new one, which was delivered the next day.
Conclusion: There is something wrong with the quality control when I receive two unusable parts directly with the first delivery! Only after more than a week did I actually have five parts.I give up!”
“Terrible support service. I ordered a dress which was advertised as new and was then notified it was rented. I requested a refund and didn't receive the funds back to my account. I had to open a PayPal dispute in order to get my refund. Would not recommend.”
