Phase Eight Reviews

I ordered 3 bolero jackets to try with my mother-of-the-groom outfit. I was astonished when they arrived crammed into a very small bag so were very badly creased and 2 were also dirty. I did like one of the jackets so contacted customer services on-line and asked for a clean, pressed and suitably packaged replacement but got not response so I rang and did get through; the lady said she would email me a voucher so I could re-order without having to pay for postage again but I never received the voucher. I have given up; I crammed the jackets back into the small bag and returned for a refund. Having only used the shop in Bluewater before, which is high quality in every respect, this experience has been very surprising and disappointing.

Absolutely appalling customer service from Phase Eight UK! An online order I placed was canceled by myself after there was a delay in dispatching the items - and it was confirmed as cancelled in its entirety by the Phase Eight customer service online. It nevertheless got shipped partially with no prior notice of it being dispatched or any invoice being sent to me. One fine day out of the blue, I received a notification from their courier that the order was delivered to my forwarding address in the UK.I was billed without my knowledge for one of the items which was shipped after the refund against the entire order cancellation got processed and credited to me . The online Customer Service team ( attended to by Samantha and Olivia) both put me through a merry-go-round because of this error at their end, often interpreting the situation based on what would serve them best. Samantha initially led me to believe she was sorting things out at their end only to stay silent later . I ended up having to figure out a resolution that would work for both parties but their tardiness , gaps in communication and uncooperativeness made even this a headache! While they acknowledged the mess to ‘human’ error on their part, they then expected me to do the run around to get this sorted and bear the expenses to have it shipped back to them. Since the order was dispatched initially to my forwarding company in the UK for further shipping to me internationally, I ended up having to consider and pay for double shipping charges ( first from the UK to my destination overseas and then have it sent back to the UK again to get a refund for this dress). All of it would turn out more than the cost of the dress itself and didn’t seem a feasible option to consider at all! Their return label could only take care of shipping within the UK and they were only ready to cover upto GBP 15 towards any charges which was insufficient to make the two trips. I asked for the invoice to be sent to me for the item that was shipped atleast so that I could try rerouting it back through my forwarding company in the UK (before the package left the UK ) however since they didn’t email me the invoice - & I was already starting to incur charges at my forwarding address for delaying the shipping to Qatar - I couldn’t proceed with this option either. I am super annoyed at Phase Eight’s incompetence, especially the online customers service staff, who completely disregard the concerns of their customers when the mistake is clearly theirs - and only look to resolve an issue to their benefit no matter what the cost to the customer. The customer service staff also appear to be accountable to no one because it is impossible to escalate things further with no visible chain of command in place. I strongly recommend never shopping with Phase Eight and getting entangled in all this nonsense. Their dealings with customers is both unprofessional and unethical and the customer service staff seem only good at clapping each other’s back at their cleverness. Certainly never getting involved or shopping from this dubious brand again!

I had a missing item from my order. I contacted customer service using the chat function on the website. Connecting to an adviser was instant, and whilst my issue needed to be looked into so I couldn’t get a resolution straight away, it only took a couple of days for CS to email me back with the outcome of the situation. The advisors I spoke to where very polite and professional. Thank you to the CS team who helped and to Isabelle who emailed me with the outcome as I had requested.

My wife has been a long standing customer of P8 and we have recently experienced very poor customer service and issues with their gift card service.My wife was given a £100 gift card before Christmas. She purchased 1 item with no service issues experienced. A further item was ordered but returned. We received an email from P8 (19 January) confirming a credit would be issued to the gift card and would go live after 3 days.We tried to order another item using the gift card today and it appeared we have insufficient funds on the card. I suspected the credit had not been assigned to the gift card.Decided to phone customer service and was advised I needed to request a further credit to P8 to the gift card. This seemed very odd and decided to contact customer service again. During this second call to customer service I was advised P8 were experiencing IT issues. The service manager confirmed she could see the outstanding credit amount I asked if she could transfer the credit back onto the gift card, so we could complete the purchase. Answer was no. She would deal with it. Having read all the negative reviews on Trustpilot, my confidence level that this will happen is not high. I requested a call back from a member of their management and guess what, no call has been received.It occurs to me many P8 gift card customers could be suffering with similar problems and hope they read this review before buying one.Trevor OwenMember of the management team have now been in contact and resolved the problem

Disastrous customer service and nothing worked!After two months, five orders and countless hours spent on hunting P8 for help regarding to track my orders and find out what's gone wrong, I finally have the two dresses I wanted in my hand. Plus, I had to pick other dresses than these intended two on Christmas and NYE. I've had no discounts, free shipping vouchers or anything else to compensate this disasterous experience. I was offered a 15% off price match on the 4th order, which I did not receive. When I finally got the 5th order and asked P8 to price match that order instead, I got a "NO". They offered me 15% off the next purchase but who wants to order from a company that cannot deliver what's been ordered? Also, when asking after missing order X, I received an answer that "I can see that order Y has been delivered to you, I hope you're happy!" When I replied that they checked the wrong order, I received "I hope that order Y was to your satisfaction!"I feel like I've done all the work, they haven't even helped me with tracking the missing parcels, I have been forced to contact Hermes, DHL etc myself to get some help.I asked P8 to refund me yesterday and I put out a threat that I would give them a really crappy review but they didn't care. I just received another "NO", despite offering to make amends and oversee the experience and give them a good review if they would be so nice to offer me a discount on the last order. I live in Sweden and I've ordered from several big retailers from the UK and US and none of them have had a crappy costumer service like P8 and none of them have acted like Scrooge if something was not right with delivery etc. Everything went smooth, so why can't this company perform better?! I have worked in costumer service myself and I would NEVER have treated costumers this way. If there's a big problem that keeps repeating itself for one client you help them out and you offer them a refund, free shipping vouchers etc. The clients happiness is the most important thing, happy costumers return. Which is something I will never do to Phase Eight, despite having absolutely stunning clothing. Too bad, because I have a big spending account..

Ordered a fascinator for a wedding after 7 day still no update on the delivery so after reading all the reviews rang customer service only to be told not in stock and could be on a pre order which when i ordered it was in stock and they were quick enough to take the money out of my account ask at what point i was going to be informed to which she accepted that it was poor communication.Shocking service told the refund will be back in my account within 3-5 days we will see!Will not be ordering from their website again.

Dreadful customer service . I returned an item and accepted codes to the value of £95 as I was going to order something else .When I ordered firstly I could not get their system to accept the codes then it would not allow me to purchase at the advertised sale price . On contacting them via mail and telephone I was told if I made the purchase they would refund the 15% sale amount after my purchase . I did this then only to be told no they wouldn’t give me the 15% off sale prices as I had used codes plus a credit card to complete the order. ( in excess of £95)Totally illegal - total con - and no one seems to be able or willing to rectify this . Managers don’t call back when requested but obviously had not read the notes on the issue and emailed me and offered a free delivery code for next purchase ?I have never had such dreadful service from an online purchase and would urge every to avoid them like the plague .

I bought a lovely padded coat - to wear on walks! Unfortunately tripped and fell (within 1st hour of wearing it ?) it has scuffed and slightly torn- do you provide a repair service? (I was hoping that an outdoor coat would be a little more hardy - it was only a trip )

Do not order from this company! I placed an order on 27th November and despite receiving an email to say my order was being prepared I have still not received it. If you ring them it takes ages to get through none of the order details are recognised when I try to track it. There are never any updates I have since found that despite taking my money this is a pre order item and does not have a delivery date. Very upset as it was a Christmas present for someone won’t even buy phase eight from a store now I’m so disappointed with the brand. How can a company take £90 from you and not have any idea when they can supply the goods!!!*******Despite the reply I have not received an email. However I managed to speak to someone this morning who has told me it is in the warehouse waiting to be despatched not the supplier???

On the 23rd November I ordered a jumper in the sale. The £51 was taken from account immediately. I then heard nothing for two weeks. When I did use the live chat I was told the item was on pre-order - that this was marked on the website (it was not) and would not be delivered until the end of January! A quick check on the website showed that it was still listed as in-stock (now at full price!) and available to order. I really like Phase-eight products - but will not be using their online service again. Avoid!

After purchasing many items from Phase Eight I am disgusted at their current Black Friday offers. It reads 50% off all dresses and an extra 25% off sale items. They have removed their entire wedding dress collection due to this. The dress that wished to purchase was a sale item so should have had the discount applied. Very poor marketing on their part

Really felt disappointed with this company I live in Ireland I ordered shoes used the address pal address in uk to send it to Ireland when I went to receive my order they charge me 8 euro because there are two order for me when I open the orders found one order sent by mistake for me and my order wasn't in perfect condition the shoes like used or display model I contact with them they said send it back to us and we will refund you the postage costtital (21+8) because not my fault to send wrong order for me after that I did chatting with them 3 times to get the money for the postage cost back and I sent the receipts every time different excuse and last time they said we did refund for you just wait 3 to 5 working days but not true and chatting with other person and said I contact with the head office but nothing happened worst company ever never come back to buy from themThey did mistake and sent wrong order then I paid from my own 30 euro to return the wrong order to them how good company they are and deliver worst service everToday after 1 and half month also try to chat with them customer service and said same long story I received wrong order I paid for it to send it back to bad company and I received my order in bad condition the shoes like as used or on display they are liars unprofessional team first send wrong order second sent not good condition order and last no one to understand and help when sent emails or during the chat please be away from this company