“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!!”
“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.”
“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.”
“Really weird and disappointing experience so far. I received my first box 10 days after ordering and only because I chased for it. Items in it were fine. I've learnt now that the date you order is your renewal date so the longer the company take to send you the items the less time you have them for each month. I'm taking the advice of previous reviewers and will make sure I return my items so I can cancel on time. It's a great idea but the way it's being managed,and the answers from customer service, are unhelpful and confusing. I wouldn't recommend and can't wait to get out.”
“Please do not blame and charge customers for Royal Mail mistakes that are out of their control. This is unacceptable and very unprofessional, it also discourages people from using the platform as it is not always known when items will be delivered due to their availability. I used to work from home and this was not an issue but I lost my job and I work outside of the house, where it is harder to keep track of deliveries. I should not be charged for the item that was never delivered to me as well as for the entirety of the monthly subscription for 3 items when I only enjoyed 2. This is, once again, unfair and not in line with other companies that provide similar services.”
“I am so frustrated with this company. I've been trying to cancel my subscription for weeks but their website doesn't work properly and they keep telling me that I'll have to 'pay for another month before I cancel'. They still haven't sorted this out.
The clothes I've received have massively declined in quality since my first box - I would say a good 50% of them are unwearable (I would have long since got rid of them). I have not worn a single thing from my most recent box.
Every time I have ordered, there have been items unavailable and I end up spending time trying to find available clothes on their website to send their team links to.
The boxes take forever to arrive (usually at least 2 weeks from order), which would fine except that they charge you based on time-spent basis rather than per box. So you pay for 2 weeks of holding the last lot of clothes (that you no longer want), whilst you wait for the next lot to be delivered. Unacceptable and does not meet their delivery promise on their website.
The company are now saying they are going to charge me for two items in my last box which I never received! So not only did I only get 8 items in my last box rather than the 10 I paid for (which, to be honest, I didn't notice), but they are now saying I will be charged for these non-existent items!
I highly recommend taking your business elsewhere.”
“Used to be such a good service. Falling to peices. Can’t secure new clothes with good brands. No spring wear, failed relationship with LK Bennett yet imaginary goods still available. Issues not dealt with -promises of more goods they just don’t have as recompense. Utter contempt for paying customers. I don’t think the company meant to be what they are- a BIG CON!”
Hi Phillipa,
Thank you for taking time to leave a review.
We have just added new Whistles Spring stock to our website that is available. This however is very popular with our customers so does get rented out quickly. Sadly the LK Bennett stock we were awaiting was unable to be fulfilled and we have made our members aware of this and offered replacement items for this to be sent out as soon as the replacements were set up. This is an unfortunate mishap that was sadly out of our control, however we do apologise. All the LK Bennett items from this order no longer appear on our website for members to rent.
If you open up a ticket with our support team, they will be more than happy to discuss these issues and get everything rectified for you.
Many thanks,
The Devout
“More hassle than it's worth - great idea and lovely clothes but service is atrocious. Delivery takes at least 10 days and always requires chasing. Often it says items are available online but then never appear in my box. Decided I didn't want the hassle anymore so cancelled my subscription. I received an email chasing me to return an item I never received and have also had £39 debited from my account despite cancelling my subscription. Save yourself the pain and shop on vented instead”
Hi Philippa,
Thank you for taking the time to leave a review.
We are currently experiencing a high volume of orders and therefore dispatch times have been extended. All this information is available on both our FAQs and within our support section. However, we apologise for the long delivery times, our small team is working as fast and efficiently as they can.
I can see that the support team have emailed you regarding any missing items and created a replacement order for you whenever items haven't been available. I can see that they have also refunded the payment that was taken and cancelled your account following a support thread that was open.
Our apologies that the team chased you for a missing item that you never received. I can see that they looked into this and rectified their error efficiently. We are a small team, so we are looking to iron out problems where we can, so thank you for bringing this to our attention.
Many thanks,
“Places an order for 3 jumpers on 18th Feb.
I’ve received no updates re dispatch/delivery after 6 days, so I messaged customer service on 24th Feb.
Customer service replied through email on 27th Feb, who said they are experiencing a high volume of orders and currently working with a 5-7 working days dispatch time at the moment.
Was contacted again on 28th Feb, I was informed that one of the jumpers that I ordered was not available because it’s a brand new season item that they were still expecting from the brand- even though on the website the item was advertised as ‘available to rent now’. They offered a replacement but I didn’t really find anything else that I liked from the website.
Received 2/3 jumpers on 1st March, both looked like they’ve shrunk probably after being washed- one of them was too small and unwearable compared to the other one. Very disappointed with quality of clothes they sent me.
I have cancelled my subscription yesterday even before I received my order, and I’m still awaiting cancellation/returns information.
It’s a really good concept but I’m very disappointed with the quality of the clothes as well as the service.”
Hi,
We're sorry to hear that you were disappointed with the quality of clothing that you received. I can see that you have an open support thread with the team where they offered replacements for these items to be sent out to you.
Although all our items are quality checked, occasionally our small team will miss a few. We will flag the quality control up to our dispatch team to ensure that these items are caught before they are sent out.
I can see that our team has sent you the information to return your items so that we can go ahead and cancel your subscription as requested.
Many thanks,
“It's a scam. Clothes look like old rags, I would not even give it to charity shop. Really bad faling apart broken missing buttons. Terrible customer service, I have tried to cancel after I saw state of clothes and they still charged me even I said I just wanted to send clothes back to them i didn'twant to keep it. They charge me for those an en extra month.”
Hi Clarissa,
Thank you for taking the time to leave a review.
I can see that you have an open ticket with our support team. We apologise that you received some items not up to standard, however the support team have offered to send you replacements. The support team have then sent you all the cancellation details so that you can send your box back. The cancellation includes an option to arrange a collection from Royal Mail from any location so that it is easier for members to send their items back.
Your subscription automatically renews each month on the same date as stated in the T&Cs. We would have happily refunded the charge for this month, all that was needed was to provide proof of postage back to our address by the 24th of the month, however as you are still in possession of your items this is why a charge was made.
We will continue to follow up on this via the support team thread.
Many thanks,
“One coat looked so worn, I wouldn’t even pick it up in a charity shop. It was also covered in animal hair! Everything was tiny and had clearly shrunk. The LK Bennett dress was horrifically creased; it had clearly just been washed and no attempt to iron or steam it. Really poorly cared for clothes! Very disappointing! Out lf ten items, I can wear only 2!”
Hi Shauna,
Thank you for taking the time to leave a review. I can assure you that all our clothes are fully cleaned between each rental and thoroughly checked by our small dispatch team. I can only apologise that the coat you received was not up to standard, sometimes when our mohair or alpaca wool jumpers are washed, this can leave wool in the dryer, which may transfer to other items. I will make the team aware of this moving forward.
Furthermore, sometimes items do crease during transit, we are working to fix this problem. If you email across our customer service team, they will be more than happy to exchange any items that were damaged for you.
Kind Regards,
The Devout
