I used my debit card on their website. It gave an error message twice. However, the amount was deducted even though my order was not successful. It took almost two weeks for customer service to respond to my email and explain what the issue was. I got beautiful dresses to buy but my order was not successful. So sad.
The website experience is terrible. It has taken 4 attempts to purchase a coat for my wife. We wouldn't have brought however there was 20% off - great. Went through the checkout process showed the correct amount (£39.99) and agreed to pay that amount. The Confirmation then says thank you we have debited £49.99 from your card. That is an unauthorized amount and is unacceptable.
I tried to contact support and the email form wipes your text.
I posted on the Facebook wall - immediately removed - no response.
The products are good but let down by a shocking website.
Taking the wrong cash amount is a major oversight for a professional website that obviously cannot deal with the demand. Furthermore secure websites should all have PCI compliance to state that their websites are competent enough to deal with transactions online - this site doesn't seem competent at all. I would say avoid the website at all costs - join the queues at the till.
Where do I even start? After ordering over 2 months ago online for the first time, the first problem occurred when I got an email telling me they had a problem delivering my item so to call up and sort that out, which I did despite it not being a chargeable number. The women on the line seemed slightly confused but we seemed to have sorted the delivery issue and it was going to be re-delivered with how to get into my apartment building, or to ring me so i could collect from them myself. Then to recieve another email the next day saying it was being sent back to the warehouse so obviously the new delivery info was never passed on and if i wanted the items i ordered i would have to re-order online, which at that point the items i wanted were out of stock!! Rung up again with another clearly incompetent memeber of staff could only offer me 25% off. Then after he told me i would recieve my refund for my order, the p&p refund came in but not for the actual item, so had to ring up AGAIN! At this point having £15 worth of phone charges and not even being able to get my items! Absolutely ridiculous. After complaining via twitter a member of staff rung me and offered me a gift voucher which i felt slightly more compensated by, but oh surprise surprise that has never turned up either. Don't waste your time on this company. Everyone seems totally and utterly incapable of doing there job.
I have always shopped at New Look, I like the sizes, the style and it doesn't break the bank! I bought some ankle boots and they fitted fine but after a few weeks the heel became slanted and then completely gave way and it bruised my ankles. I went into the store (Bullring, Birmingham) to return them even though I had lost my receipt and I was expecting to have to argue to get some money back. They were 27.99 so not the cheapest! But I was pleasantly surprised when the cashier came back from speaking to the manager and refunded me the full amount on credit! Very pleased with the service, a lot of retail workers get very annoyed with you if you try to return things!
I ordered about a month ago, still waiting. I have sent numerous emails, receiving no replies. I have called, & haven't spoke with any one yet. I have finally just realized that I will not be receiving anything. I later looked at my bank statement & saw that they took about a 100$ more off my card. Still sending emails, all they can offer is an apology. I feel as if this was a scam! I don't have my order & you took more money from me than stated!!! I hope no one in the US orders from here. They can't be trusted. I would really like to report this company, working on it now.
Fin side og synes deres tøj er af god kvalitet. Deres størrelser svinger dog så meget at man kan aldrig vide sig sikker på hvilken størrelse man skal have, hvilket er en kæmpe ulempe når man som forbruger skal tage stilling til størrelsen uden at have prøvet tøjet! Selvom de "kun" skal sende det fra England, er der stadig meget lang leveringtid. Har oplevet helt op til 3 uger fra jeg bestilte til jeg fik min pakke. God ting er at de sender internationalt! Man kan få fri fragt til Danmark hvis man køber over et vist beløb.
The sizes are way too different - time of delivery was long. I love their international shipping though.
Order clothes that came very quick (ordered on sunday they came tuesday). One item was missing...When i put the order in it said low stock... and the item did not arrive, so i worked out they didn't send it and lucky refunded me for the item without having to ask. Failed to inform me that they were not going to send that one item. I will use them again. Good website.
My online order that I needed urgently never arrived on time and when I called, the staff were unable to tell me where the package was and they couldn't give me a call back either so I had to keep waiting around and calling them. Not helpful at all.
I placed an order over a week ago and still waiting. Having tracked my order online it has been delivered and signed for by a neighbour. I have not been left a delivery note and I was waiting at home for my delivery for two day's. I have knocked on my neighbours doors who have not received my order. I called customer services who informed me that my order has Been delivered to a betting shop! I don't have a betting shop near me, I never asked for my order to be delivered anywhere else. I was asked by customer services to call back the next day as the driver is off work now and they can not help me until they can speak to the driver. I asked if they can call me back as I will be at we work, I was told that I would receive a call back in regards to my order. NO Call back, obviously I had to call back today and I was offered a refund so I can 're order the items that I wanted. But everything I wanted is out of stock and no sizes left. I asked if my order can be redirected to me, they cannot tell me so I have to call back tomorrow when the driver will be working so I can sort it out then. What is the point of having a customer service team if they cannot sort out errors made by Newlook? It does not matter if third party companies are involved you should sort this out, instead of making me call up everyday, you have taken my money so send me my order. ANNOYED AND ANGRY AS I'M GOING AWAY IN A FEW DAYS!
i went to a store in guildford to return a boot.the sales girl at the till and the store manager said that they cannot take the boots from me.it was a boot that was too heavy for me.they said that i should go to another store to return the boot.
I placed an order on Monday and paid the extra for next day delivery. After waiting in all day the item never arrived, I was told that it had been sent to the wrong depo and would arrive the next day. After waiting a week it never arrived, and I'm still waiting for them to refund my money. Terrible.
I've bought from new look stores and online many times, without issues. However once I ordered something online and it was too big, so I took it back to my local shop and didn't receive a full refund, apparently I couldn't have all my money back. I thought this was a bit unfair as this wasn't stated when ordering! Apart from this one problem, my experiences of New Look have been positive. When I do order online, delivery is quick.
I ordered 3 items from the sale online, paid with paypal , when the items arrived they were not suitable, I took them back to the shop as I rang and explained so she said bring them back and we will issue a refund back to the card. I returned them and she said I couldn't have a refund! not anywhere on the site when you place the order does it state that should you pay by paypal you are not entitled to a refund, that is very misleading, the girl in the shop agreed with me that it was disgusting the way that New Look did not state it, so that's pretty grim for staff to say how bad New Look is!! Never again will I shop on line, or probably even shop at New Look again,
ordered 4 pair of shoes from the online sale. Waiting for over 3 weeks now and havent recieved anything. Contacted customer service by phone and got my money back, but I would rather have the shoes i've ordered. Called dutch postal service and they told me my parcel has not been delivered to the Netherlands at all. After this contacted royal mail (the newlook customer service told me that this company would deliver my parcel) and they could not help me because new look gave me a wrong track and trace code (starting with PAP) . Really disappointed about this, but at least they gave me back my money wich i think is a good thing.
anyone else from the Netherlands who HAS recieved their order after weeks of waiting? Because I still hope I will get my shoes someday.
Have had items delivered in unacceptable jumble sale condition. New Look assured me it was a one off. Very next order it happened again. Expensive shoes, arrived in broken and sellotaped box with all personal details of person who had returned them. Box had swear words written all over it, very unimpressed.
This is my 3rd time ordering from New Look website, and my 3rd time receiving the wrong shoe size. I'll never order on their website again. Don't if you don't wanna have such an unacceptable experience
I am a very frequent buyer at New Look stores, and recently online. I have bought things from tops to dresses to boots to jeans and I have always found their products of good quality and good value! I would definitely recommend this store to anyone and their help and support is outstanding- by far the best I have encountered! Because the products are so nice, they soon go out of stock and it's sometimes hard to find something in your size, but I guess that's down to first come, first serve. I will definitely go into a New Look store again and I will probably order off online again.