Form&Thread Avis 146

Réponse : Form&Thread

1 avr. 2026

Hi Nicola,

I am incredibly sorry for the extended delay you have experienced with your refund. I completely understand your frustration, as you have been waiting since March 13th, and you are entirely right to expect a faster turnaround.

While it might seem like we are a larger operation, we are actually an incredibly small family-run business with just the two of us handling all day-to-day operations. Recently, we suffered a severe heating failure at our warehouse, which made the site completely unsafe for us to work in. We had to close the facility for three days, and this unfortunately caused a significant backlog in processing our returns.

We genuinely take customer service very seriously, and we want every single person to have a positive experience when they shop with us. It truly bothers us when customers feel we have fallen short of our high standards.

Regarding your missed email, I want to clarify what happened on our end. I personally oversee all of our customer service and respond to every single email we receive. I have thoroughly checked all of our inboxes, including junk and spam folders, and we have absolutely no record of an email from you under your name, order number, or email address. I only mention this to assure you that it is not in our nature to ignore messages, and we would have responded immediately had it reached us.

I am pleased to let you know that your refund was fully processed today. You will receive a separate confirmation email containing all the details within the next 24 hours.

Thank you for your patience, and I sincerely apologise again for the wait.

Best wishes,
Form&Thread

Réponse : Form&Thread

1 avr. 2026

Hi Mat,

Thank you for taking the time to leave your feedback. I am truly sorry to hear about the poor experience you have had, and I completely understand your frustration. I would like to clarify a few details regarding your order to help explain what happened on our end.

Firstly, regarding the dispatch of your items. Your order was placed on Saturday, March 7th. As our warehouse is closed over the weekend, your parcel was shipped on the very next working day, which was Monday, March 9th. This is our standard shipping procedure for all weekend orders, rather than a delayed dispatch.

Regarding the security tag on the jacket, this should only ever be looped through the front button hole. It is specifically designed this way so that it does not hinder your ability to fully open the jacket and try it on properly. If this was attached differently to your item, I sincerely apologise. I have already asked our warehouse team to double-check all of our blazers to ensure these tags are being applied correctly moving forward.

Finally, regarding the processing time of your return. Your parcel arrived back with us on March 16th, and I processed your refund yesterday. While this was on day 15, which is just one day beyond our standard 14-day limit, I am really sorry for the slight delay. We are currently working through a backlog, and while that is the reality of the situation on our end, I know it does not make the wait any less frustrating for you.

We genuinely take customer service very seriously, and we are truly sorry that your experience fell short of the high standards we always aim to achieve.

Best wishes,
Form&Thread

Réponse : Form&Thread

1 avr. 2026

Hi Frits,

Thank you so much for taking the time to leave such a wonderful review. It is always incredibly lovely to hear from someone who has been shopping with us since the early days of our London store.

Knowing that you cherish every piece you have bought from us and that you appreciate the quality and cuts of our garments genuinely means the world to us. As a very small team, we pour a lot of hard work into what we do, and reading feedback like yours makes it all entirely worth it.

Thank you again for your continued support over the years, and for championing our brand so highly. It really is hugely appreciated.

Best wishes,
Form&Thread

Réponse : Form&Thread

1 avr. 2026

Hi Jason,

We’re genuinely sorry this was your experience.

You’re absolutely right that there was a delay in us confirming the item was out of stock. When stock levels reach the final unit, discrepancies can occasionally occur.

Before replying, we fully checked both our warehouse and store stock to be certain we couldn’t fulfil your order — and to see whether we could offer a solution. That process took longer than it should have, and for that we apologise.

When we responded on 19th February, we didn’t simply cancel the order. We offered the item in alternative sizes (both up and down), provided a size chart to help you compare measurements, and also offered the closest alternative style — which retails at a higher price — at no additional cost. We genuinely tried to provide workable options before proceeding.

When you requested a refund, it was processed the same day (19th February). Our system sends refund confirmation emails approximately 24 hours after processing, which may have given the impression of a delay, but the refund itself was not held back on our side.

We completely understand how frustrating it is to order something and then be told it’s unavailable. It’s not the experience we aim to provide, and we’re sorry for the disappointment caused.

If there’s anything further you’d like clarified regarding the refund, we’re very happy to assist directly.

Best wishes,
Form & Thread

Réponse : Form&Thread

13 août 2025

Hi David,

I’m sorry to hear that you’re disappointed. To clarify, all of our online orders and returns are processed by a specialist third-party logistics centre who inspect and record the condition of every item returned to us.

As we’ve explained, the garments you’ve returned had large visible marks and were not in a condition to re-sell, therefore in-line with our returns policy we were unable to provide a refund on the two soiled items. We’ve shared images of how the garments were received back at our warehouse and offered to return these to you.

I understand this isn’t the outcome you were hoping for, but I do appreciate you taking the time to share your feedback.

— Tom
Form&Thread

Réponse : Form&Thread

Actualisé le 5 mars 2025

Hi Alan - we don't have any record of you contacting Form&Thread. We have a designated Customer Team that responds to customer queries daily. If you'd like to reach out to us again, we'd be delighted to assist with any queries you may have. Our contact details can be found here: https://formandthread.com/pages/contact

Update 5/3 Hi Alan - we've checked all of our inboxes (including spam folders) but can't find any correspondence from you - we've also checked our Mailing List (if you've been replying to our Newsletters), but can't find any profile linked to your name. If you could email Tom@formandthread.com instead, he'll respond to you directly.