Sunspel  Avis 88

I used to be a regular customer, with probably around a dozen in store visits and half a dozen online a year, but due to their diabolical "sod you!" attitude to customer service, I barely shop with them once a year, and when I do online, it goes bad.

Like this time.

I paid extra for expedited shipping. Anyone in online retail and who buys regularly knows that means next day delivery, and DPD emailed me to tell me that it would indeed be delivered on the next business day, so I arranged to work from home.

However, for whatever reason it didn't happen and so I raised this with Sunspel customer services to request return of the expedited delivery charge, where upon 'Jess' informed me that they would not refund.

They have taken my money for a service which they didn't deliver, and this amounts to theft.

I'd urge them to look back through my order history over the last decade and compare it to the last couple of years.

Observe the drop off and draw your own conclusions.

They may have a decent product, but their customer service is dire. Truly woeful. Compare and contrast to John Smedley - similar in heritage and in aesthetic. Their customer service is excellent.

Poor show Sunspel. I have little reason to return now. You have lost a long standing and valuable customer.

Clothes passable but dubious practices. Pay for returns and do not refund any payments, despite saying they have!

Clothes are fine, but returns and refunds are a real chore. Seems like a minimum 4 week turnaround (and counting...) which is incredibly poor. Last time I will use this company.

Back in late summer 2021 I visited the Jermyn street store in London. I tried on a T-shirt, sweater, and their premium Japanese loopwheel sweater. I decided on passing on their regular sweater and go with the Japanese produced garment and to date comfort wise it is the most comfortable sweater I own. The store was more of a boutique, small in size but in my opinion it gives a more personal feel. The staff were helpful and pleased to advise. After a few months of having this great sweater I decided to buy a second one from Sunspel's website, and their online service was seamless. If you want to try a premium clothing brand then try them, their great sweaters will put a spell on you.

I really like there stuff BUT! don’t order from them directly! There returns department is terrible.. they sent me my order very quickly but I had to pay to return.. ok far enough but it took them over a month to process and didn’t send me the reorder I requested, they just refunded me! I was happy to pay for postage both ways when I was getting something to wear…. What a waste of time and money

Fast delivery, ON SALE (50% off many items), high quality, looks and feels SO NICE. I have been a long time customer of SUNSPEL boxers for more than 20 years. Comfortable! Cool in the heat! Durable (each pair lasts for years). Yes, you pay a little more, but the clothes last longer, fit better, are more comfortable, and look better. Better value for your money in the long run. Buying quality always is. Especially when you buy it ON SALE!

Ware bestellt , Tage danach kam eine Mail das diese leider ausverkauft war. Auf meine Mail = 0 Reaktion. Schwach !

Zero stars.
Send out wrong item
You still have to pay for returns
Wait up to 6 weeks for refund
Disgusting service and proof buying British is awful.
Take your money in a flash. Steer clear

I was given a pair of Sunspel towelling shorts as a gift. Made in Portugal. The pockets were badly made and looked absurd...my wife had to remove a pocket and stitch up the opening. I sent photos to Sunspel pointing out how badly made they were and how we had tried to remedy matters. That was it...I didn't even ask for a new pair.

Instead of simply acknowledging that the shorts were shoddily made....which they so obviously were.... I got a patronising reply from customer services... "I am sorry to hear you did not feel that the pocket on our Towelling Shorts was not a beneficial design feature".

The implication seemed to be that I was a little odd not to find their ridiculous pockets to be a beneficial design feature. I wear them for gardening to get some use out of them.

Bought a lot of Sunspel last year because i have been looking for comfortable cloths without logotypes. Given the price, I was also hoping for excellent quality so that the garments would last long.
While I have not experienced any issues with the stitshing or fabrik, the colors fade on darker items but stays ok on lighter.
Also the loopback terry is comfortable before wash, but not after that. A spin in the tumble dryer will soften it up, but that is not recomended by the washing instructions.

Overall ok but not great.

A wonderful customer service, a fast delivery, very good quality

I have been a faithful customer for more than ten years and can say that I have been satisfied throughout even when things went a bit awry with some fraying t-shirt hems, or Customs in Greece asking for more than the value of the item in duty - even when the package leaves the UK - Duties Paid at Departure. That seems to have been DHL's fault. Customer Service Agent Zosia was on it immediately. We chatted and then emailed back and forth trying to find the best resolution. Greece Customs would not budge and DHL was uncommunicative and irresponsive. Sunspel took care of it the best way they could. Jess, Customer Service Manager was on board throughout as well. I have t-shirts, polos, woollen jumpers, cardigans, socks, swim-shorts, gloves, belts, long-johns, etc. They have all aged well through the wear and tear of living the year out on three continents. My t-shirts look good except at the arm-pit but that's more due to my aggressively protective anti-perspirant than the material itself. My cashmere gloves are still going strong and have resisted the attacks of moths and wear and tear. My Covid-due extra 5/10 kilos have stretched out my Riviera Polo shirts and now I am too big for the smalls and too small for the mediums. Such is life - the quality of the material and the usually flattering cut remain. Sunspel is not cheap/inexpensive and I have to wait for the more than 50% off sale to be able to afford anything. Even so, I have never regretted being a customer. They understand impulse buys and have accepted returns and issued full refunds. I could wish Sunspel offered, across the board, free return postage as does Orlebar Brown (another favourite of mine). Another important aspect I respect of both companies is their active take of ensuring diversity in their advertising. English/British is not just white models. Britain not only has a wide diversity of people of all ethnic origins but also shapes and sizes. I would like to see Sunspel explore different body types in their models. Many companies are doing that now. Overall, Sunspel is a company I can respect for the quality of their products, their ethos with regard to diversity, their above excellence in customer service, and the prompt resolution of issues and problems at hand.

I’ve bought a number of Sunspel items over the last year but will look elsewhere from now on. I recently purchased a pair of expensive jogging bottoms (made in Portugal) and the waistband had a large flaw in the stitching; given they base their entire image/brand on quality, surely a) it should have been discarded by the machinist, or b) picked up by some form of quality control?
The second issue is the time it takes them to process returns; I sent back an item over two weeks ago (thankfully tracked) and I’m still waiting for a refund. It shouldn’t be that difficult, and judging by the poor reviews on here I’m not alone.

If I was the owner/shareholder of Sunpel I would be worried reading these reviews. It’s a competitive market, and their hard won reputation is being eroded by really poor customer service. I won’t be risking another Sunspel purchase, not least because you expect a premium product and service when you are paying a premium.

Delivery and quality ok, BUT-return costs have to be covered by customer. I ordered in the German webshop, but returns have to go back to England. They suggest to do it with delivery proof, which costs 29€!!! Without proof it is still 16€ - unacceptable. This is an extremely bad customer service!

I have no complaint about their product but they see no reason to offer customers a service - they would appear to revel in offering a disservice.

Recently they delivered the wrong product. They would not deliver the right one until I had organised the return of the wrong item and I would have to provide a receipt of the postage for a refund. "Hang on - you've delivered the wrong product and expect me to do everything to rectify your error."

I have cancelled my original order and told them to send me a return postage label for the wrong item. Based on past experiences with Sunspel, it would not surprise me if they charged me for the wrong item, in which case hell hath no fury than a customer wronged.

Bought a number of pairs of boxers from Sunspel in March, after less than three months of wear, the waistband elastic has effectively collapsed, meaning the boxers roll out over themselves to turn the elastic into more of a drawstring. It feels uncomfortable and it looks awful.

Customer service was, as this one would suggest - completely awful. I exchanged emails with an advisor and a manager without any uplift or difference in competence or professionalism from one to the next. They didn’t understand the problem, mis-stated it repeatedly, made little effort to understand and were defensive from the word go.

For a premium brand, a brand local to me, no less, the service is just awful.

Bad products happen, back them with good service and it’s forgivable - this fiasco isn’t. I could have been a long term customer, now I’ll never buy from them again.

Try any number of more agreeable British businesses - Derek Rose, Turnbull and Asser, Orlebar Brown, all of whom have a more customer centric approach to service.

Sunspel were pants…..

If I could give 10 stars, I would. Incredible products, a little expensive, true - but quality cost. Super fast delivery (even to Denmark!), and no problems despite Brexit. On top of that, the customer service is fast, competent and overall friendly! A great experience, and I will recommend Sunspel to everyone I know.

i've always had an amazing experience with Sunspel, from both their online and in-store presence. The quality of the product is always faultless and they're beautifully packaged and wrapped. 5*

For a premium retail company service is appalling. Very let down as Sunspel they pride themselves on being the best of the best for fabric and claim they have high quality control.

My shirt arrived faulty with faded colour in the dye of the cotton pique all over. Payed well over the odds £100+ for 1 polo.

When I contacted Customer services I spoke to different members of staff that was confusing, On the phone (when I could get through) and on email they failed to reply, without me asking for updates. Told one thing by someone and something else by another. Do they even have a policy they stick to?

Starting to think if this will ever resolve. From reading the other reviews left by customers on trust pilot im not the only one who has been treated inadequately.