The Fold London Avis 269

In central London for work on a beautiful sunny day, wearing my favourite Fold tweed dress. I lost count of the number of times people stopped me to compliment the dress - the style, fabric, fit. Not only did the dress make me feel great but it clearly made a positive impact on others - who ever said fashion was frivolous?

Clothes from The Fold are absolutely stunning.
Customer service is top-notch! Shahnaz dealt with my issue very friendly and professionally, she is a real asset to The Fold. Very satisfied with my purchase and help from customer service.
Will definitely purchase again.

Fantastic customer service, I emailed regarding a return and received a reply almost immediately

The professionalism, and timely response. The quality, and timely notification of purchase(s) made. Each purchase that I have made has its personal touch.

Customer service replied to my email inquiry quickly and resolved the issue I had with a shipping label. They provided a new label and extended the return window for me for this particular return. Excellent customer service!

Speedy delivery and the try on service is super. Much easier to make a proper decision at home than in a store. Beautiful plastic free packaging a plus too.

I had a problem with my order and the customer care assistant Shahnaz responded with care, intelligence and enabled a perfect outcome. I am really delighted with the service. I love also love my dress.

Ordered 2 shirts 1/27. Expectation on their site to ship to the US is shipped within 48 hours, not including weekends, and arrival within 4-6 business days. Should have arrived by 2/6 at the latest. It’s now 2/11, the order has not been processed. I’ll paste their response below, but it’s basically no answers.
I requested to cancel the order, but given other reviews here I expect that to take forever too.

“Thank you for your email.
We sincerely apologise for the delay with your order.
Please note that we can see your order is currently in the processing and packing stage. This should be shipped very shortly.
Once it has been shipped, we will send you a confirmation of this via email along with the tracking information.
If you require any further assistance, please do let us know.”

Having just read the many complaints about customer service, I shouldn't be surprised that my two emails and phone call to The Fold have gone entirely unanswered. A company setting themselves up for mail order should put communication with customers at the top of their agenda. Very disappointed. Apparently all the complaints have resulted in no positive action and the profuse apologies from The Fold on the Trust Pilot platform remain words only. Pity, as generally their clothing is well designed.

I came across The Fold London when I was looking online for another brand, & am so very glad that I did. I saw the most beautiful dress, the Portofino Silk Chiffon Dress, which is part of The Fold London’s Occasion collection, & as I have a very special occasion to attend in July I thought that this dress would be perfect. I needed some assistance with a delivery query so I contacted The Fold London’s Customer Care department & spoke with Shahnaz, who was so very helpful & went ‘above & beyond’ to help with my query. My dress arrived today & I am absolutely thrilled, it’s perfect & just as lovely in reality as on their website, & also the colours of the dress are exactly that same as they appear on their website (which I am not able to say of every brand that I have ever purchased online, there has been occasions in the past when I have been hugely disappointed with the colours of the fabric in reality).
I am so happy to have found The Fold London & I will definitely be making more purchases in the future, The Fold London’s clothes are both elegant & chic & beautifully made. Thank you so much once again Shahnaz for all your help & kindness.

The customer care person I dealt with (Shahnaz) was excellent! Replied straight away to all my queries and problems ( problems caused by Royal Mail not The Fold) with good humour and efficiency. Inspired confidence.

I needed to make some exchanges due to sizing. I received very responsive and helpful support on how to do so.

I love the classic pieces The Fold offers. I hope one day they will open a store in the U.S.

Having Harper delivering to my home gave me the option to try things on with accessories. Having someone at hand to give a second opinion.

The try before you buy service is excellent, especially when you're not sure of sizing and need to order 2 different sizes. You simply post back the items you don't want and are billed only for the items you decide to keep. The quality the fabric is excellent and looks very chic. The cut is especially flattering for those of us who are not supermodel sized! Will definitely be making future purchases from The Fold.

The clothes are beautiful and well made. The try before you buy service is very handy.

I had a styling appointment today with Illiana. She was absolutely wonderful. Really helpful and patient. I walked away feeling confident in my purchases and feeling well looked after. The team all work together to help provide a smooth experience. Would definitely recommend.

Nice quality clothes with decent discount in the sale. I always use try before you buy so only pay for what you keep. Easy to returns via the local post office.

Absolutely amazing from start to finish and beyond. Never used a service like this and it was incredible. Highly recommend.

The dress I ordered arrived without the belt. I reported the issue to customer service who took immediate action and sent me a new belt within 2 days! Great service and amazing support!

Really impressed by prompt, efficient and resolute client service when a delivery I had ordered, failed to materialise. Shahnaz did a great job of troubleshooting and keeping me informed. The item arrived and I'm delighted as always with my purchase.