Thomwood Avis 349

I ordered a dress from Thomwood on 23 May 2025 for an event, but it did not arrive in time, despite the delivery estimates. I contacted customer service immediately and have now sent over 15 emails trying to resolve this.

Their responses were mostly pre-written templates that failed to acknowledge my individual situation. I repeatedly asked for escalation, which was ignored until much later. When I finally did get a response from someone senior, I was offered a 30% partial refund, or a return to China at my own expense (around £25). This was despite the item arriving late and being unfit for purpose.

The company appears to operate in the UK but ships from China — something only made clear in the fine print. Their “returns policy” essentially deters returns by making them prohibitively expensive. This has left me with a product I can’t use and either a partial refund that doesn’t even cover the cost of return, or a financial loss.

I’ve now had to raise a dispute with my credit card provider. Looking at the other reviews, it seems this is a common issue. I’m disappointed and emotionally drained by the whole experience. I wouldn’t recommend this company to anyone.

Do not order from this website. If you need to return your items, you'll lose money.
My item took 14 working days to arrive - far longer than what is stated on the website. I ordered multiple outfits for my team for a work event so spent a considerable amount of money. The outfits arrived late, so I did not need them for the event anymore. I then found out to ship these back to China it would cost me £50 - this is not stated anywhere on their returns policy that items need shipped to China and could cost that amount.

PLEASE PLEASE PLEASE AVOID.

Thomwood is a scam & are making up good reviews. If you look at the pattern of the reviews it's proof. For every bad review, fake ones are put up to try & push it down the list. The terms & conditions of refund are lies. The quality of clothing is so bad & very very very different to what they advertise.

Awful company. Took over a month and a half for my clothes to turn up. So don’t even need the outfit now as the event has been and gone.
Now it’s £25 to send it back to China which I have to pay for. Please please don’t use this company.

I am extremely disappointed with my experience with this company. Their advertisements create the impression that their products are exclusively designed and handmade by a small family team—two women, supposedly a mother and daughter or two sisters. This is simply not true.

What I received was a cheaply made item, with no branding or labels, clearly sourced from China—something that was never transparently disclosed during the purchasing process. Only after a deeper investigation did I find a vague one-line mention buried in their terms and conditions. This kind of misleading presentation is not only unfair but borders on deceptive.

The quality of the item I received was far below expectations, and returning it would have cost more than the product itself. When I raised my concerns, the company offered a small refund which didn’t reflect the gravity of the situation. While they eventually agreed to a partial refund, it doesn’t change the fact that I was misled.

I do not recommend purchasing from this company. Customers deserve honesty and clarity—especially when it comes to who is designing the clothes and where they are actually made.

Excellent company first class

I ordered a dress from Thomwood to wear to a wedding and had a horrible experience from start to finish. First, the sizing was incredibly confusing and ran much smaller than advertised – something I don’t usually have issues with. When the dress arrived (after delayed shipping), I was immediately disappointed. The package was so light I knew something was off, and upon opening it, I saw that the dress looked nothing like the photos. It was extremely poorly made, with cheap, flimsy material – not at all what was advertised.

It didn’t fit properly and looked so bad that I felt embarrassed even trying it on. I contacted their customer service immediately to request a refund and was told I’d have to pay £25 to return it to China, which they conveniently fail to make clear before purchase. Only then did I understand why the quality was so low.

Despite citing the UK Consumer Rights Act 2015, which clearly states that return shipping costs are not the customer’s responsibility if an item is misrepresented or not of satisfactory quality, I was told it didn’t matter – their policy overrides UK law, apparently.

Instead of resolving the issue, they sent me repetitive, unhelpful replies from multiple people, offering store credit and small discounts – which I repeatedly refused. I didn’t want more credit to a company I’ll never shop from again – I just wanted my money back for a product that was blatantly misrepresented.

In short: the quality is terrible, the customer service is worse, and you’ll be out of pocket if something goes wrong. Avoid this company at all costs.

Absolutely dreadful service. Please do not order. Never even received my dress. They keep telling me they can’t find my order even when I’ve given email confirmation.

Wish I read the reviews before ordering from this website. Do not trust any positive reviews. The dress I ordered was nothing like shown or described on the website.
They definitely DO NOT give a 100% refund. Website is just a big fat scam. Do not waste your money.

I really wished I’d looked at reviews before ordering. Ordered in good faith given that their website states ‘if you’re not totally in love with the product we offer a full refund’. I bought the Lily Pearl Mini dress and later realised that this item was a very bad dupe of Babyboo Carrie Mini dress. Thomwood website was using the original pictures to sell their fake dress which was very misleading. Their company address on their website is in Netherlands but it is actually in China! The dress was nothing like the pictures, very poor quality and cheap material. Completely wrong, did not fit properly and overpriced. I sent my item back straight away despite being pushed to keep it for a percentage refund. I followed all instructions (taking pictures of the item and sending it recorded £25 to China!). It's now been 4 months and I've not had any refund despite the item being delivered. Total scam, do not buy anything from this website! Ignore the positive reviews, they are all obviously fake! I have now purchased the original dress from Babyboo and the difference in quality is unreal, just wished I had not fallen for this scam and found the original first.

DO NOT waist your money. I order what was called a leather coat and my black bin bags are better material. They say they will give me 30% of my money back because it will cost me £25 to send back to china. Please don't buy from this fake company

Oh dear, I should have read the reviews before ordering. So, I've wasted £44 on 2 sweatshirts which were so awful you couldn't even give them to charity. I can only echo other reviewers DON'T DO IT.

The positive reviews on here are obviously all fake as include ‘ha ha’ far too often and I cannot believe anyone would give this company a good review. The other reviews say it all. Awful quality at rip off prices. Something you could buy from Temu for £5. And then £25 to return to china. Horrible, horrible company. I hope you have seen all these reviews before you place your order. Shameful.

Absolute Joke
I ordered what appeared to be a beautiful dress but what arrived was a cheaply made dress, sequins falling off all over the place and the straps were made of such poor elasticated fabric that the elastic had failed which meant the dress wouldn't even sit on me (became more of a skirt). I contacted Customer Services to tell them that the dress was faulty but told that even though their refund policy covers FoC returns on faulty items, that I would have to pay £25-40 postage to China (their address is in the Netherlands) as they didn't believe me. Stuck with a dress I can't even wear as it a disaster - not even sure I could get it fixed!!

Update - i had a horrendous experience with customer service. Apparently a photo is all they need to confirm that material isnt faulty. Even after I took the dress to a professional seamstress who laughed at the straps and said they weren't fit for purpose, Thomwood still didnt believe me. Imagine a really old elastic band that has lots its elasticity and has stretched and cracked and is about to split? Thats what the straps are like. So I will now have to pay to get proper straps added and the dress altered because Thomwood will not help.

AVOID AT ALL COSTS.

cheap nasty dress poorly made with scratchy itchy fabrics. Poorly made out of china with a returns cost of £25 back to China that needs a ton of paperwork.
Don’t bother buying from this company

Scam!! Avoid!! Wish I would have read the reviews before purchasing! No free returns! Want £25 to return a poor quality dress! Do not use

Wish I could give zero stars kind of situation. Please avoid, I wish I had read the reviews before purchase. Super overpriced clothes and a non-existent return policy (you have to email support, which are AI bots, and options are 10% refund, exchange for a different item or you pay full postage £25 to China) How does this company still exist??

Much like other reviews - item ordered was not what arrived, pictures on website are nothing like. Complained, 100% credit offered (but you will have to pay postage for the item) or 10% partial refund, which would be about £3 which is probably what the item is actually worth. Or as others have said return to China for a similar cost to the actual item. Will be notifying trading standards about this company.
Wish I had seen/looked for these reviews earlier - Don't make the same mistake, do not buy from here.
Update
I have had numerous emails back and forth in which Thomwood have had the opportunity to resolve this issue to satisfaction (which would be a 100% refund) and they have not. I relented and decided to accept the 10% refund so as not to lose all my money, only to have the laughable £2.69 pending in my account for weeks - my review remains the same, do not buy from this company. When they knowingly send you an item looking nothing like what you thought you were ordering, they have no intention of 'putting it right'.

This is a scam company that uses fake images of the products. If you are reading this: DO NOT BUY from them. The items are very low quality and nothing like the description. The “30 days return” is also fake and once you obviously need to return the item they will charge £25 for the returning.

Scam states free returns full refund !! Not the case they charge you £25.00 to return the item and tell you they might not receive it so you won’t get a refund and youl be down £25.00 for the postage plus the cost of the item if they don’t receive it so they offer to give you 10% partial refund instead The dress was cheap netted material not true to size not true to picture !!
Order no :8349 I’ve provided you with all the details you requested .