Aston VillaAvis 

We placed an order and then looked at the reviews. We panicked, we didn't know what to expect. The order was delivered in 10 days, and it was exactly what we hoped for!

Wrong address for their store on Google. Sends you to Aston university. Because of this we arrived to buy a jersey and we were turned away at the door although we arrived 5 mins before they were suppose to shut. Poor service and terrible that they are sending their fans to the wrong place and wasting their time.

Terrible. Ordered two kids kits before the season and only one has arrived.disgusting service with not even a courtesy update!
I’ve been robbed of £50.

Shambolic service and goods. Brought a clock for son for Christmas. Was on wall for less than five months before it just stopped. The 'Customer Service' team would not consider an exchange and couldn't even be bothered to address me by my name correctly. It's not the first time that terrible service given by the online team, hence deciding to leave this review.
They have a captive audience for club merchandise, but I'd urge people to try and buy elsewhere if at all possible.

Such a shame that as things seem to going in the right direction on the pitch for Villa, it's so woefully bad off it.

Worst online buying experience ever

Ordered a villa shirt size large to go to a friend’s house for his bday. For some reason went through and arrived as medium. No returns options / replace with different size option in bag. Cost £7 to get returned, complicated, again no option to replace with different size. No customer service email address. Just a chat function that wouldn’t load and work for me. So I returned it and ordered a new one (£6 delivery cost). Went back on chat to ask for refund of delivery costs for their error. No apologies, no empathy, no ‘let’s try to sort the issue’ just said why didn’t you message on here, I said I did amd the system didn’t work, no apologies, just asked for images, I said I didn’t have images, why would I, I sent it to a friend, and you’ll get it returned to you any day, here’s the ref number. Really arsey minimal replies from customer service, I asked them to email me as chat function doesn’t work. Just a terrible experience set up by people who don’t care. They purposefully don’t offer returns options in the bag, or email address for customer service. Terrible. I’ve wasted hours on their mistake.

I appericate that orders get lost. It can happen, all I wanted was them to acknowledge this and I was prepared to wait for refund.
What I got from the customer service was beyond awful. Id send shipping address repeatedly and they would ask again. Then claim I gave the wrong address. Messages were mispelled, delayed and rude. Information was false. Its appeared they didnt read messages properly. Impossible and incompentent to deal with. Avoid at all costs.

Visited villa store first time plenty of staff didn't fell welcome wasn't asked if we needed any help, when we asked a question it was yes or no wasn't abit helpful then walked away then had to find another member of staff.come on villa training is needed in customer service .

I have got the jersey and haven’t arrive yet

Prices at the shop are different to the online ones. Much confusion and why add a 99p handling fee online when delivery charges also added. Not fair that different prices constantly between the shop and the online one. Even today went to shop to buy a child baseball hat which is £10 online and £12 in store (same as adult price so not VAT free for choldren). Only to be told 'oh that's nothing to do with the shop. Same applied to small footballs. Even when I had a free coupon code ifor online deliveries n my email for the online shop it said expired before it should have done.
Please just keep prices fair for all supporters!! So unfair!!

I ordered my my mum an Aston villa shirt for her 60th birthday. I paid extra to have her name printed on the back and when I received it, came chipped. It looks rubbish and I'm going to be embarrassed when I have to give it her! I will never buy anything from here again. They don't reply to emails or chat. Worst retail experience I've ever had and I've had a few but at least it was always ammended.

Is there an option to not give any star at all ? Customer services is terrible. Ordered a jacket online which I received in the wrong size, there is not a option to change the size apart from a refund. I take the jacket into the villa store to be told we can’t change this (had the jacket in my size in my hand) to be told the online store is separate, ent this the same place ?? Even the colleague in the store said we all ways have this problem. Won’t be ordering online with these guys again.

Ordered a scarf as a stocking filler...a1982 retro scarf. I only paid 9.99 (free delivery but 99p handling fee!!???). It is an unwanted gift, so thought no problem will return the item. Want to charge me £4.40 returns fee... obviously that's not gonna happen! Can't get through on any number/messages/chat. Will never order from them again!!

Just awful. Ordered an item for my nephew (a massive Villa fan) at the end of November. After two weeks nothing had turned up, so I found the number to give them a call. Staff member replied that Hermes were sending item back, so they would send a replacement. Still nothing turned up so I contacted again. They did apologise and offered a refund which I accepted as the item now wouldn’t make it in time for Christmas. I’ve now just received an email saying they are refunding me 99p even though the item cost £11.49!! So…another call to make. Useless.

I ordered items from website and had an issue with the address as i have recently moved house, on calling customer service i spoke to a very polite and helpful young lady Caitlyn Knott who went above and beyond to help resolve my problem. Many Thanks.

Terrible, placed and order 12/11 was told it would arrive 24/11. It is now 12/12 havnt heard any update sent 2 emails havnt been contacted so I’ve basically been robbed, do not use

I ordered a football table as a gift, on opening the package I found the only thing holding the box together was the bubble wrap around it. It was squashed and torn open. Inside not all the parts were in the bag. All the wooden parts were damaged, there were marks where stickers had been removed and the covering on the wood was peeling off. There was also damage that looked like it may have been caused by someone previously assembling it. I sent photographs to customer service and explained the severity of the damage and said the item did not look new, I was offered 10% discount or I could return the item which would take up to 28 days then up to a further 14 days for it to be assessed. After explaining this was not acceptable I received another email which was mainly a copy of the previous one but stating that I could have 10% discount for the box being damaged. The fact that the item itself was extremely damaged seemingly ignored. It's disgraceful it was sent out in this condition. I tried calling but was refused assistance as the order had been placed in my husband's name, I explained I was calling due to the fact he worked long hours as a care worker but they said it was against the law to speak to me. I don't usually order online but I won't be purchasing anything else online or from the shop after this experience. I'm extremely disappointed in the service I've received

Ordered a shirt back in July, it arrived and I sent it back in August as the sizing was wrong. I had to pay to return the shirt, I emailed and asked them to exchange it, which they agreed. After weeks/months of not having a shirt and lots of unanswered emails, I was then told that actually they couldn’t exchange the top and it would have to be refunded. It’s now nearly December and I am still waiting for a refund on a shirt I sent back in August.

Ordered a birthday gift for my partner two weeks before their birthday, I thought I’d give it some extra time in case there was issues with the post delays etc but was scheduled to come a few days after I placed the order. Was meant to be delivered by Hermes on a Wednesday 3rd of November, order was placed on a Saturday, however it didn’t come and the app said it would be delivered next working day, Friday. I waited but nothing came and no updates through Hermes, so emailed the customer team. I explained how I needed the item for a birthday gift for the upcoming Saturday and they started an investigation but Hermes didn’t get back to them. The birthday had passed so I said I’d like a resend of the items rather than a refund, few days had gone by and had no confirmation email and had to tell them again I wanted a resend and had to confirm my items and the order number again! This was a week ago and still no confirmation email that it has been dispatched so I emailed and they said to give them a few more days for it to be processed. Absolutely ridiculous, such a badly run company. Will be emailing to get a refund if not dispatched by the end of the week, I cannot believe it has taken almost a month to try and sort it out and still get nowhere! Do not bother buying from them as upsetting as it is since a lot of the products they sell cannot be found elsewhere, but will save you time, stress and money in the long run!

I ordered a ladies villa t-shirt which said was XL when it arrived it had a slight fishy smell & was disgusting also the sizing was laughable it was like a size 8! I returned it ASAP using tracked delivery which I had no choice but to pay for,the return portal also didn't work,I contacted customer service countless times who gave robotic and useless advice,so I decided to pay for the parcel next day delivery to be returned,since checking the tracking I saw that it had arrived but now to my dismay have been told it can take upto 3 weeks to receive a refund!? Why is it so long compared to most stores? What a ridiculous time scale,I shall not be buying from here again & be warned the customer service offers no advice it's awful & don't expect your money back anytime soon,very disappointing to say the least :-(

The worst experience I’ve ever had , do not order from this store . Customer service is a joke ,6 weeks later and iam still waiting on my item , now been told that it’s being returned to them the BEST BIT I have to wait up to 28 days before getting my refund Can’t tell you how disgusted I am with this appalling service . I will never order or recommend this shop to anyone !!