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 lo... Voir plus
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Lisez les avis des autres
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 orde... Voir plus
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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 ki... Voir plus
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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... Voir plus
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4,0
Bien
691 avis
A répondu à 100 % de ses avis négatifs
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Les gens ont aussi consulté
The Glasgow store does this company no…
The Glasgow store does this company no favours. Dour staff and not exactly friendly or especially helpful.
Previously shopped in Marlborough and Bristol stores comparison is like chalk and cheese!
Beautiful store being let down here!
22 août 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback.
It is disappointing to hear of your experience in our Glasgow Boutique and we are so sorry for any frustration that this has caused.
We are keen to investigate this further, so please can we kindly ask for you to pop us an email to customercare@mintvelvet.com?
MV Customer Care
Absolutely brilliant staff at Bond…
Absolutely brilliant staff at Bond Street Chelmsford branch. Served by Victoria who provided a personal shopper experience without an appointment. She is a credit to your organisation, pleasant, professional and caring. Could have spent £20 but probably nearer £500. Well done !
18 août 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback.
We are thrilled you've had such a wonderful visit to our Chelmsford Boutique and had a successful impromptu personal styling experience too. I've been delighted to share your comments with the team and we look forward to seeing you in store again very soon.
MV Customer Care
I returned items to the value of £148…
I returned items to the value of £148 on 5/8/25. As I had not had any return confirmation I chased the company on 12/8/25 but am still waiting for a response. In the meantime on 15/8 I have received a refund notification but have to allow for “processing” of another 5 working days. I have found the delay very unsatisfactory and it will affect my decision to shop with them again.
5 août 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback.
It is most concerning to hear that you have not had a response to your email and we completely appreciate any further frustration this has caused.
Whilst we do advise that it can take approx. 10 working days for refunds to be fully processed, we understand how disappointing this must have been. Therefore, please can we kindly ask for you to give us a call on 0345 456 2200, as we are very keen to escalate this further for you.
MV Customer Care
Terrible experience
I bought some trousers (they were in the sale) on Saturday to wear to a barbecue. I wondered why every other shop I went into the alarm sounded. When I got home the big alarm tag was still on. I couldn’t wear them. I went back today (Sunday 10 August) and was treated like a shoplifter by the staff. I do not live near the shops, had to pay over £5 to park and then felt like a criminal. I am furious.
9 août 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback.
We are so sorry to hear that the security tag was left on your trousers after leaving one of our stores and we completely appreciate how frustrating this must have been, especially as you had purchased them for a specific event.
We are very keen to look in to this further, so please can we kindly ask for you to pop us an email over to customercare@mintvelvet.com and we can look to get this resolved for you.
MV Customer Care
I had a bad experience with a delivery…
I had a bad experience with a delivery from Mint Velvet, that was delivered by EVRi.
Mint Velvet were supper quick to apologise and stepped in to resolve the problem quickly. The customer service team were excellent from start to finish. Hayley from the Customer Care team was especially good.
Thanks, Mark
4 août 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback Mark.
Although we were extremely disappointed to hear of your delivery experience with Evri, we are so pleased that we were able to swiftly resolve your query. Please do not hesitate to get back in touch if we can be of any further help in the future.
MV Customer Care
Awful experience with this company
Awful experience with this company. I returned an item and when they refunded me they did so for a cheaper item which I didn’t return. I contacted customer service repeatedly with NO response. They have cheated me out of my money and can’t be bothered to respond to my emails. DONT BUY ANYTHING FROM MINT VELVET unless you want to risk being defrauded.
6 août 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback.
We're so sorry that it did take us much longer than usual to respond to your email and we completely appreciate how disappointing this is. Our usual response time is within 24 hours, however we have recently received an unexpected increase in contact and as a very small team we are trying our best to get back to everyone as quickly as we can, and we do hope you received our response yesterday afternoon.
The error with your refund was due to human error, so please do accept our sincerest apologies for this. It is very unusual for such issues to occur, but rest assured this is being looked into internally as more care should have been taken when the transaction was processed.
Customer care is something which is hugely important to us and we understand fully how frustrating this experience has been for you. If you would like to respond to our email with your telephone number, we would love to arrange for a Manager to give you a call to discuss this further and personally apologise for the upset this has caused you.
MV Customer Care
1st time purchase & will be the last.
Sizes run way too small and the return process is awful. I had confirmation on the Tuesday that they had received my return. Checked Friday and they still haven’t processed a refund and work on a poor 7-10 day refund policy. How is it that the majority of companies can get your money back to you in 3 days!? First time purchasing with them and it will be the last.
1 août 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback.
We are so sorry to hear that your refund has not yet been processed. Whilst we do advise it can take approx. 10 working days from the day of posting for refunds to be fully processed, we completely appreciate how concerning this must be. If we could kindly ask for you to pop us an email with your order details to customercare@mintvelvet.com, we will certainly look in to this further for you.
MV Customer Care
Extremely great Customer service
Im using Mint Velvet for years. Now I live i Prague and they actually deliver abroad so didnt have to say good bye. The customer service is brilliant at all times but recently I one of my returns went missing so I didnt receive my refund which was over 1000 GBP. I contacted customer service, explained the whole situation and they immediately started to deal with it. BUT they have sent the refund so I dont have wait for the whole process to be finished. I never experienced such a lovely yet profesional aproach and I do shop online a lot!!
29 juillet 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback.
It is wonderful to hear that you are such a fan of our brand! We are also so pleased that we were able to get this sorted for you and if there is anything else we can help with in the future, please do not hesitate to get back in touch.
MV Customer Care
Reported to ICO for continued spam
I have unsubscribed from their mailing list numerous times (all lists) and have emailed customer services many times to ask them to stop as they continue to send me emails every day. They have told me twice that I have been removed and to wait 48 hours, yet the emails still continue. I am now reporting them to the ICO and will never order from them or shop in store again.
27 juillet 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback.
We're so sorry to hear that you've continued to receive marketing emails after requesting to unsubscribe. As outlined in our Privacy Notice, there may be a brief delay while our systems update, but we absolutely understand your concern and want to look into this as a priority. Please contact us at customercare@mintvelvet.com, and a manager will reach out to you directly to ensure this is resolved.
MV Customer Care
Ordered a gift card for my partners…
Ordered a gift card for my partners birthday to include a few words on the card.
The package arrived on time, however, it was incorrectly addressed to my partner so she opened her present one week early and there was no comment on the card.
Very sloppy..........
22 juillet 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback.
We're very sorry to hear this and completely understand the disappointment caused too. It certainly sounds unusual and we'd be keen to look into this further for you. Please kindly share details with us at customercare@mintvelvet.com.
MV Customer Care
Excellent customer service
I ordered a dress online which was faulty.
Jodie in Customer Services was extremely apologetic and helpful, she arranged a replacement which arrived the next day.
Very satisfied.
17 juillet 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback.
We are so pleased to hear of the wonderful service you received from Jodie, we will of course pass your kind comments on to her. We hope you love wearing your new dress! Please do get back in touch if we can be of any further help in the future.
MV Customer Care
A very good experience!!
A very good experience!!! Ordered a pair of shoes and jeans in the sale. Arrived surprisingly quickly since I used the free shipping and packaged great. Loved the quality of the items - I returned the jeans as they didn’t fit & the returns process was also a great (& free) quick experience! Customer service was very helpful also. Will be a returning customer! 5/5
14 juillet 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your wonderful feedback.
We are absolutely thrilled to hear about your recent experience and delighted you've been left feeling so positive with our processes, products and Customer Care too.
We look forward to you purchasing with us again very soon.
MV Customer Care
Watch out, returning fee of 18 Euro and no refund of returned products
12 Euro fee for returning is neither customer oriented nor aedequate. Additionally mint reduce the refund by 6,00 Euro which sums up to 18 Euro returning fee. First and last order. Service does not react to my Emails.
Though I returned the delivery (with receipt) I am waiting for refund for more than 2 weeks. Customer Service does not respond despite of 3 requests of refund.
Update: customer Service provided a generals solution therefore my Upgrade to 3 points.
11 juillet 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback.
We are so sorry for all of the frustration caused by your recent return, as well as the delay in getting back to you. Whilst we are always keen to resolve issues as quickly as possible, we have been going through a very busy period recently, which has caused a delay in our response time.
However, we are so pleased to see that this has now been resolved for you and if there is anything further we can assist with, please do get back in touch.
MV Customer Care
Zwrot
Zwróciłam zamówienie , ponieważ zamówione rzeczy były za duże. Przesyłka zwrotna dotarła do nich 20 czerwca. Nadal czekam na zwrot pieniędzy. Dzisiaj jest 8 lipca. Nie otrzymałam nawet żadnego potwierdzenia, ze przesyłka zwrotna jest przetwarzana. Na maile nie odpowiadają.
8 juillet 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback.
We're very sorry your return has been delayed arriving back to our warehouse from our International Service Provider. I can see that we've refunded your order and emailed you to confirm this, though I am very sorry again for the delay.
MV Customer Care
I would give zero stars if I would
I would give zero stars if I could. Customer service was awful. The clothing was nice, although I don't think the quality is as good as some other brands around the same price point. They claim my return was lost and will not provide a refund. I'll never order from them again.
2 juillet 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback Roslyn.
We're terribly sorry there was a mix up with your return labels and for the concern this has caused. Further to our recent emails, we're pleased to confirm the refund was honoured for you. We'd be more than happy to discuss further with you via phone or email if you'd like.
MV Customer Care
Aberdeen store - great customer experience
Got several items in the Aberdeen store recently which I’m really happy with. All of the staff were very helpful and friendly. Julie in particular spent a lot of time and care trying to help me find items I liked and outfits for the weekend. Numerous journeys to the stock room and main floor for her meant I got everything I was looking for and left v happy.
Only thing I’d say as an ‘even better if’ is for the store to stock size 8/41 footwear!
27 juin 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback.
It is wonderful to hear you've had such a great experience in our Aberdeen Boutique following your recent visit. We're so pleased you've got some lovely new items and will certainly pass on your feedback around footwear sizing. We look forward to seeing you in store again soon.
MV Customer Care
Manchester staff always extremely…
Manchester staff always extremely helpful polite and professional. Based on that alone I would give them my custom time after time without hesitation
8 avril 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback.
We are delighted to hear you always have a great experience in our Manchester Boutique and look forward to seeing you in store again soon!
MV Customer Care
E-gift card issue resolved in minutes!
An e-gift voucher I had purchased in January had been deleted by the recipient and the customer care team were so prompt to react and support when a store staff member in Belfast rang them on our behalf to resolve the issue and get the number. Just superb and my Mum was treated with such care in store to purchase her new beautiful cardigan.
23 juin 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your feedback.
We are so pleased to hear that your issue was resolved so quickly for your mum so that she can purchase her lovely new cardigan! It is also wonderful to hear that our Belfast Team were so helpful in store as well.
We will be sure to pass on your kind words to the team and please do let us know if we can help with anything else in the future.
MV Customer Care
Excellent Customer Service
Bought dresses online and they are gorgeous . Returned a few items and the refund procedure is second to none - really speedy refunds. Well done Mint Velvet - your customer service is excellent - always a pleasure to shop whether in the Bath store or most often online.
14 juin 2025
Avis spontané
Réponse de Mint Velvet
Thank you taking the time to provide your feedback.
It is wonderful to hear you've had such great experiences both online and in store. We're delighted you love your new dresses and look forward to your next visit, either online or in Bath.
MV Customer Care
I phoned gun wharf keys mint velvet on…
I phoned gun wharf keys mint velvet on Thursday June 12 th at opening at 10am to ask if they had a particular bag in stock that I was trying to locate I was told they hadn’t but to phone back Monday to see if they had anymore in .
I phoned my friend who had purchased 2 the day before and had been dealing with the most helpful member of staff called Disney , she said phone back and ask for this lovely lady . Well I did phone back and spoke to Disney and she went above beyond and said give me a few minutes I will search for this bag . She found one and said I will phone the store . She phoned me back and said we have one reserved but the only way we can do it is if you either purchase a gift card on line or if you can come to store and see me today you can purchase gift card and then I will call store and pay for the reserved bag . I did this and met the delightful Disney whose service went above and beyond . Hope she receives recognition she deserves . Thank you Disney and Mint Velvet .
12 juin 2025
Avis spontané
Réponse de Mint Velvet
Thank you for your great feedback Diane.
We're delighted to hear that you've been able to purchase the bag you'd hoped for and that Disney was able to support making this happen for you. We'll certainly share your lovely comments so that we can celebrate this with her directly too.
MV Customer Care
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