The Fold London Avis 269

Very helpful service and beautiful items. Thank you, Shahnaz, for all your help with my query

Helpful customer service in promptly solving a delivery issue. Lovely quality dress.

The size I required was sold out on line. I emailed customer support and they answered saying they had located one for me . I also phoned the London store and they were exceptional, the dress is on its way to me with added fashion advice on shoe and wrap/ jacket colours . Fingers crossed it fits and I can go to my Sons wedding feeling fabulous.

First of all I want to thank The Fold Customer Care Team for their expertise and due diligence in making sure I received my package and the dress I ordered, which I finally did receive and was as beautiful as I thought it would be and very comfortable to wear. I especially want to thank an amazing Customer Care Representative who took the time and made sure my package was delivered to me. When you order online and you are in another country you never know how the shipping outcome will turn outz, and for me my package did not arrive so I reached out to The Fold for help to find my package and everyone was very kind but one person helped me immensely and her name is Shahnaz. She went the extra mile to ensure I received my dress. She researched and found out what happened, and I am grateful for her help and how she cared that I was happy in the end, because it was stressful. She went above and beyond and made sure my first experience buying from The Fold had a positive outcome, which makes you as a customer want to purchase more from the company. I bought the dress for my friends daughters wedding and although I didn’t receive it on time for the wedding, I will wear it for another special occasion. Just glad I finally received it. My sincere and heartfelt thanks again to Shahnaz and the entire Customer Care Team. I feel confident that the next purchase I make from The Fold everything will go smoothly. Thanks for caring!

Dear The Fold Team,

I would like to share my sincere appreciation for the excellent support I received from your customer care team, especially Shahnaz.

Although my order unfortunately could not arrive in time for my event, Shahnaz handled my enquiry with great kindness, professionalism, and understanding throughout the process. Her replies were thoughtful, clear, and genuinely considerate of my situation, which made a very stressful situation feel much easier.

I was also very impressed by how elegant and refined your designs are. Even though I had to cancel this order due to timing, this experience left me with an even stronger positive impression of The Fold as a brand.

Please extend my heartfelt thanks to Shahnaz and the customer care team. Their level of service was truly exceptional, and I will absolutely consider purchasing from The Fold again in the future.

Warm regards,
Mai

I have used The Fold try before you buy several times with success.
I also like the fit of the dress I bought However, in February I used the system but needed to return three items and the system reported that the items had already been returned.
Several emails and telephone calls all remained unanswered
My father died on March 1 st and I was unable to continue to chase the problem.
I eventually had an email from the company saying they had charged me £745.
They apologised for my disappointment .
I took a screenshot of the page which told me that the items had been returned which was the day after I received them.

Customer service has been exceptional from this retailer. Shahnaz and the team at Cadogan Place went above and beyond and I would recommend using them. Great clothes and style.

Have had a few cloths from The Fold and have been delighted with them.
The service, delivery and presentation is exquisite. I appreciate things cannot always be perfect but I am confident that any problems would be professionally sorted. The bonus is having the, Harper, Try Before You Buy option which has been excellent.

I have been a Fold customer for several years, so I am very disappointed to be writing this review.

Since the returns process changed and a third-party provider is now used, returns have become unnecessarily inconvenient. Previously, I could print a Post Office returns label at home and arrange collection. Now only a QR code is provided, which removes that option.

As a result, I either have to spend extra time taking the parcel to the Post Office or pay separately for return postage. Given that customers already pay £6 for delivery, I think it is reasonable to expect a printable returns label and the option to arrange collection.

Unfortunately, this change has made the process so frustrating that this will be my last order.

No aftercare service . I had a problèm with an item day after purchase. Fist got answer 2 weeks after and then they did not offer replacement. For a store of this tenure, I would expect a good customer service. Karen millen who is lower on the scale did replace items in the past .

Poor customer service seems to be a recurring theme among reviewers, and unfortunately accords with my experience at The Fold.

I recently purchased a pair of Adelaide trousers in ivory, which The Fold advertised as "fully lined." What arrived did not match the listing: the trousers were unlined, completely see-through (unlike the photos on the website), and far too indecent to wear in a professional setting.

I reached out to customer service, who confirmed that their website listing was false. Full stop. After I had to chase twice for any further meaningful response, the best they would offer was a return (which would always have been an option, irrespective of the false advertising) or a 15% partial refund "for the misinformation." A request to escalate the issue higher up within their customer service team has gone unanswered.

This was not the only shady practice I encountered: just like another reviewer below, the website listing and checkout pages for several other items in my order indicated a 14-day return period, but the order confirmation stated the items were non-returnable, leaving me to absorb those costs.

Surely there's no need to deceive customers into making and keeping purchases. I'm now having to dispute the charge with the card issuer, returning my full order, and won't be back as a customer. Plenty of good competitors out there.

I’ve always loved The Fold’s clothes — the quality and design are genuinely excellent. But at this price point, you expect the service and delivery to be just as reliable, and unfortunately that’s where things fall apart.

There seem to be ongoing distribution or logistics issues, because delivery problems have become the norm rather than the exception. I even tried using Harper, who offer a brilliant service, but The Fold still failed to deliver to them on time. It’s incredibly frustrating to realise, yet again, that they simply can’t be relied upon.

What makes it worse is that there are plenty of competitors in a lower price bracket who manage to offer a far smoother, more dependable service. The Fold’s customer experience has progressively declined over the years, and it’s such a shame to see a brand with great products let down by consistently poor operations.

I really hope they address these issues, because right now the service just doesn’t justify the premium.

Update: the response nearly a month later says it all!

Seems others are finding coustomer service non existent sham as had a large order but needed info it’s a shame as love your clothes

Order was shipped promptly but sadly had to be returned. Two weeks later no sign of a refund and no acknowledgement. Contacted customer services twice - but no response. Will not buy again from this company.

I always use Harper when I’m buying from The Fold. Great way to try clothes before you buy. Good system for returning items. I deal with the admin and I get time to try various items at home. I only buy the ones I like. Good processes.

Beautiful items, poor customer service. I am a first-time customer in the US and purchased an item (the Alton blazer in forest green) as part of The Fold's Spring sale. The item page and check out page indicated a 14-day return period, but the order confirmation indicated that the item is not returnable. I reached out to Customer Service since the blazer is too large for me, and they were inflexible, even after I provided screenshots evidencing the advertised return policy. They claimed that outlet items can never be returned, however the item was not listed as an outlet item.
I expected better from a company with such a high price point.

Beautiful clothes, just sucks that 3 weeks after being added as new on the websites it’s added to the same. I’ll never buy something newly added again.

Dress arrived and unfortunately too small but don’t expect to have to chase refund and wait 17 days from return to receive the refund of over £500 . Would not order anything again as this is not acceptable.

Love the try before you buy option.

Fab service from initial contact, to getting a date and time to suit me, arrived and Aryn was so helpful, including getting the alterations right, highly recommend the store and staff.