Mint Velvet Avis 690

I saw a lovely jacket online but couldn’t find my size. I called Customer Service and spoke to Sophie. She was absolutely incredible and went out of her way to find it for me. Sophie was extremely kind and genuinely wanted to help me.
Huge grateful thanks to you Sophie. You are a very special lady.

I have shopped online with Mint Velvet for many years. Their selection and quality are excellent.
The problem I have is the length of time it takes to process a refund, being much slower than a lot of it's competitors.
I'm aware they state allow 10-14 days but if others can do it in 7 why can't they?
As I do not live near a store online is my only option. But waiting 14 days for a several hundred pound refund has put me off ordering again.

Emma from customer service was brilliant. I had an issue with a gift I’ve received and she swiftly and promptly resolved my issues and was very communicative. Great company and great customer service.

I checked with customer services on an order I had not received a dispatch email on - only 2 days after I had placed the order. I spoke to a delightful lady called Sophie who checked out the delivery and got back to me the same day ensuring I got delivery the next day. An excellent service and an extremely helpful lady. I wish more companies were like this!

Awesome customer service. The jacket I lusted after was out of stock in my size. I Was so disappointed. I shared my experience with mint velvet and they pointed me in the right direction to find my size. I was thrilled to find that jacket. In addition mint velvet gave me a lovely discount to buy something for myself which I did! I'll be back !

I have been buying from MV for years instore and online. They always have something different and they cater for all ages. Sizing quality and design is excellent Recently I had trouble placing an order and dealt with a member of staff Emma. She could not have been more helpful. MV is just getting better every season.

I had a frustrating experience with Mint Velvet, although it was eventually resolved.

I ordered a top on Monday 20th and paid for next-day delivery, expecting it on the 21st, but it didn’t arrive. The Royal Mail tracking showed an incorrect GPS location, which added to the confusion.

I contacted Mint Velvet, and while there was a delay in getting clear updates initially, I do want to say thank you to Sarah for her help and for working towards a resolution. I also reached out to Royal Mail myself, who were slow to address this and stated they would try to retrieve and redeliver the parcel, although this wasn’t successful.

In the end, the issue was resolved, which I appreciate. That said, the process could have been smoother—quicker action early or my phone calls being picked up could have meant the item was retrieved, this would have made a big difference as I was hoping to take this on holiday and avoided the need for me to chase things up.

Overall, I’m grateful the matter was sorted.

Leah, in the George Street Store went above and beyond to find me a pair of shoes which were out of stock on line, had been checking for them every 3 days. Leah called various stores until she found a pair. Fabulous customer service. Lovely Lady. Earned her salary and more that day.

I had such a positive experience with Mint Velvet, even though it started with my own mistake!

I accidentally sent a pair of trainers to them that were meant to be returned elsewhere (I initially returned an item and accidentally used the same return code). Niamh reached out to check and even followed it up a second time when I didn’t respond, which I initially dismissed thinking it was spam.

Once I realised what I’d done, I got in touch straight away. I can’t thank Niamh enough. She was absolutely amazing, so calm, understanding, and genuinely kind throughout. She sorted everything quickly, arranged for the item to be sent back to me, and even waived the charge as a goodwill gesture.

She is a real asset to the company. The level of care, persistence, and professionalism shown, especially when it was completely my error, is rare to come across.

Everything is now sorted and I’ve already been recommending Mint Velvet to friends and family!

The Leeds store has lovely staff. Very helpful when shopping with my elderly mum for a wedding outfit.
Nothing too much trouble, thoughtful staff who gave my mum a large changing room and my dad a chair.
Staff were happy finding sizes and suggesting other options.
A great experience due to staffed caring, kind, helpful attitude.
Thank you so much.

I have been a loyal customer since many years. What I have always experienced is the Absolutely Superb customer service every time. The team goes beyond and above and more with everything. I had a very unique situation and the Team have resolved it for me. I must stress that many businesses these days really must learn from Mint Velvet how to treat their customers. I love Mint Velvet for the style, quality, the way online orders are being packed and the Customer Service is a Gold Medal. Thank you All as this is always Team Work,thank you so very much 🥰

I wanted to buy a gorgeous leather jacket so signed up for email and SMS alerts for the discount. But the discount code didn’t work. I emailed them and Emma came back to me really quickly with a new code - for a greater discount! Very impressed

I’ve recently had contact with customer services about an out of stock product online. They responded to my email within a few hours and had sourced the item in one of their stores for me and put it on hold. Really great service, thank you Mint Velvet

I needed to change a purchase but had unfortunately deleted my order/invoice. Within in an hour or so I received a reply from MV along with a copy of my order.
Great service with well,written and helpful emails.

One of the buttons on my skirt came apart and there wasn’t a spare on the skirt.
I contacted customer service and really superb colleague called Sophie responded. I have never experienced as high a level of customer service and support in my life.i didn’t want my skirt replacing just a button ! Nothing was too much bother. Sophie tried the usual internal places then tried shops buyers etc. she has kept me informed throughout and has eventutracked down a button

Visited the store recently and blown away by the customer service. Friendly and helpful staff. Offering style advice and not pushing for a sale taking. Made for a great shopping experience I will definitely return and maybe try one of their styling sessions.

I booked a styling appointment at the Guildford store, as I find clothes shopping in general overwhelming and even worse when I need to find jeans.

It was such a calm, relaxing & fun experience.

There is a more secluded dressing area upstairs with lovely natural light, they even made me a coffee !

I couldn’t recommend this service enough.

Thank you to the Guildford team ❤️

I purchased navy long sleeve button jumper with scarf, worn twice gone bubbly and attracted fluff, was expensive and don't expect this from mint velvet very unhappy

Very slow refunds when you return an item. Other brands are much quicker. It would put me off purchasing again. I agree with other reviews that the quality is not of a standard you would expect for the price.