Mela London Avis 30

Another scam site. Cancel your credit/debit card if you’ve ordered from them.

Do not use this company. They keep your money with no explanation. I ordered a dress which cost £40. It was actually too small so i returned it as per the instructions with labels attached same packaging etc and I got an email to say they were only giving me a partial refund of £16.80! So they've kept £23.20 of my money plus they have the brand new dress back. How can they do this! I'm having to go through my bank now to try and recover my money.

Previous to my last experience with Mela London I would have given them five stars but then nothing had ever gone wrong with my order. I ordered a dress on 28th November for a party on 6th December - it did not arrive - the tracking facility provided did not work and I had to use my own resources to ascertain that it was being sent by Hermes. Hermes have been terrible as usual and no progress has now been made since 12th December nor have I received my parcel...The customer service team do not care and I have never been able to get through to them on the phone. They have now stopped responding to my emails asking for a refund! Absolutely dreadful and most disappointing.

Very fast delivery, lovely designs of dresses and well made. Fit perfectly and true to size. My favourite brand at the minute!

Dont even deserve a 1 star!!! Ordered a dress and they took money and no one notified me of anything ,when i called them they say item was out of stock when i ordered!!!! What a joke

One of the worst customer service I've ever seen. I had to chase my order several times and sent emails but none was responded to. If you order from Mela, don't be surprised if the order does not arrive. Totally dissatisfied with their service

I placed an order on 29th November and the money was taken out of my account the very same day. I had emails confirming my order, and again when my order shipped which was 3rd December. I was told my order would arrive in 2-3 working days but it was actually 6 working days which I understand as it was in the build up to Christmas. I emailed Mela while waiting for my order to arrive but they did not reply for a couple of days. This made me concerned given they'd taken my money, as did the fact that the carrier Hermes said they were awaiting my goods. And the day before my order arrived I had an email from Mela asking me to review my purchases! After sending them further emails and messages via Facebook they got back to me and said my order was on its way. When it arrived it was in such a small bag (there was a jacket and dress in there) and the bag had split. The courier apologised and reassured me my parcel had not been tampered with. Luckily my items weren't damaged.
I really like Mela clothes and they are usually good quality and reasonable prices. But it is difficult to find a full range of their stock on the high street. So that forces me to shop online. But after this experience I am a bit more reluctant to shop online with Mela again.

Customer service is absolutely atrocious!
Clothes are fabulous, one of my favourite brands!
My parcel was shipped on 6 December, so i called to check where the parcel was
A lady i spoke to said she will contact the warehouse and call me back.
She didn't give a timescale or what the process was.
An hour later, i called back, the same lady picked the phone up and was so unnecessarily rude and abrupt, i explained that i was waiting for a phonecall from her and she very curtly told me that she is still waiting and its a longer process
Im not annoyed with not getting an answer, but, more annoyed with how rude their customer service is!
When you spend money with a company, you expect courtesy not rudesness.
Clothes are amazing though! Shame about the staff!

First of all, they sent me the wrong item, and when I went to return it, the returns sticker had already been peeled off (I didn't have one) and so I don't know where to return it to. They haven't replied to any of my emails, and I'm worried that I won't receive my correct item in time for Christmas. This whole experience has been stressful, and I won't be shopping here again. If there was on option for 0/5 stars, I would give them that.

My favourite brand atm! Buy all my pretty work dresses from here. Prompt delivery, quick returns and generous sizing. Usually have a promo going on so rarely pay full price :)

Paid for next day delivery but ended up arguing twice on the phone as the customer service guy said I ordered after 3pm cutoff as I ordered just after 12am on that day. I shouldn't have to teach someone how to read the time!!! Explained for almost 5 mins the first time and then again the second time I rang (as courier advised to get in touch with company) that just after 12am on that date is still before 3pm on the same date!!! Then he proceeded to tell me it is next day from when it is shipped and not when the order is placed even though it states on the website when order is placed. I explained it was shipped at 9am on that same date (9 hours after being placed) which is still before 3pm which he confirmed. He then still kept arguing that 12am is still after 3pm! He made no sense whatsoever! Anyway, never received my delivery the next day and tracking states parcel still hasn't been sent so no idea when Im going to get it as no one seems to have it! Never ordering from here again.

Well after reading some of the reviews I must admit I was apprehensive to put in a order... but I loved the xmas robin jumper and also ordered a couple of dresses. Just had to try out this website.
I ordered too big as not used to the sizes... happy with the beautiful jumper and one of the dresses... sent the too big size back.. within days I received an email showing my refund...
Absolutely so happy with melalondon .. and will now with confidence I will continue to find future buys...
Don’t always believe what you read... I’m so happy

Avoid. Item never arrived now having to escalate to paypal to try and get my money back. Total scammers. Offer you a partial refund if anything. They are always making money out of you no matter if you receive an item or not. Very unhelpful customer service and serious liars!

Apparently their system only updates every 24 hours, so stock that you can buy online isn't necessarily available. Don't worry, they'll still take your money and offer you next day delivery too - they just won't mention that its not available.

Total waste of time and money. Next, Debenhams, House of Fraser and some others stock this brand so go there instead.

I ordered a dress for a funeral, it came quick the material and quality is really good i love the feel of it, it fits perfectly on me, l will definitely order again in the future.

Avoid!! Bought two items, one was obviously worn before. Sent them back of a £40 order Mela refunded £18, neither of my items cost £18 so where they plucked that number from I have no idea. If they don't resolve this will have no choice but to contact my card company.

I don’t recommend buying directly from Mela London. I bought an item from them this morning, costing £17.35, and within quarter of an hour I had an email from PayPal saying that I had received a ‘partial refund’ of £14.85. There was no explanation from Mela London about why this had occurred.

I contacted the website’s customer service directly and asked them what had happened. I explained that if my item is not going to be delivered, I would like a FULL refund, not just a partial one. I received a generic response which didn’t answer my concern. They wrote:

“We do apologise for this – sometimes, especially in busy periods such as sales times, items that have just sold out still show as available for a short while and it seems as though this was the case with your order.
“There's no need to worry though, we'll process a refund on the order within 72 working hours, this excludes weekends and Bank Holidays.”

It was only after I contacted them again that they sent the remaining balance of £2.50.

£2.50 may not seem like a lot of money, but are they taking £2.50 from every customer’s refund of sold-out items? That could quickly add up, especially as the website is still saying the item is in-stock when it isn’t.

Mela London’s clothes are beautiful, but I advise buying them through some other website like Debenhams or New Look.

Order some dresses for a wedding, one dress was refunded as it was out of stock.... Still waiting for refund!!
And delivery was attempted 3 time apparently without no cards.,i found this out as I contacted them to ask where my delivery was...... Again still waiting for my refund!!!!

Excellent service! Fast delivery and refund on time!!
Thank you

ordered 2 dresses, one of the dresses that i was sent was one i had not ordered. i kept the dress i had ordered and sent the wrong item back. I was charged for return delivery for their mistake.