Wax London Avis 116

Absolutely brilliant customer service from Rosswell in the soho store. The guys were great and picked up some amazing pieces. Unreal quality and great choices available will definitely be back

Excellent clothes and great after service experience. Had an issue and was resolved promptly. The mark of a company is not how they act when things go right, it’s how they act when things go wrong. Wax London got it right on this occasion.

Have bought a few things from Wax in the past. Always really like their colours, designs and cut. Most recently I purchased a suit (for around £300) for a wedding. I didn't wear the suit at all before the wedding day (except trying it on when delivered). Whilst at the wedding the stitching failed in both the jacket and trousers. A big hole appeared in the inside arm where the stitching had come undone, and the stitching gave way along the inside seam (so you could see the sleeve lining) as the day progressed. Later the stitching at the back of the trousers popped open. The clothes fit perfectly well (it's not like I squeezed myself into them or they were super tight-fitting). The quality of the stitching is clearly terrible. I was obviously frustrated at the sight of my clothes falling to pieces at my friend's wedding, but imagine if I was the bridegroom... It would have really put a dent in the day.

On the plus side, the customer services team were very helpful when I contacted them. They resolved the issue even though I made the order more than 30-days ago (i.e. outside the standard refund and exchange window). I was offered a variety of refund / replacement options and in the end Wax covered the cost of having the problem fixed by a local stitching and repair shop. I am glad this issue was resolved so easily (top marks to the customer care team) but I remain disappointed the problem occurred in the first place (bottom marks for manufacturing and quality control processes).

Excellent Quality Clothing and even better Customer Service!

Wax are special.
Awesome clothes.
Great styling, textures and material.

But also - incredible customer service, notably from Alfie who patiently went above and beyond to help me return/exchange when I bought the wrong size inshore despite living 200 miles away.

Can you please reply to emails sent on 10th and 13th March - order number 236292

Great products, but the customer service is non-existent.

Wonderful clothes and really lovely customer services team. Highly recommend

Ordered four items. Took 12 days to receive email telling me items out of stock, yet even then all items were shown om website as still in stock. Just checked again now and they are still shown as in stock. I had seen myself as likely as being a repeat customer but the customer experience fell well short of what might have been reasonably expected. A real shame.

Impossible to get through to the customer service team. I messaged them multiple times without any response. Item is marked as "restocking soon" and it's been 4 weeks. It's such a shame because I like their brand and products but this ghosting from customer service is preventing me from ordering anything in the future.

Amazing customer service.
Got back to me straight away and solved any issues I had with a return.

I had a Five Star experience in exchanging a purchase, shipping and then receiving the exchange. Wax London customer service was excellent, they immediately responded to my request, and kept me informed. I am impressed by their service, and the clothes are great! Thank you, WL!

Fraudulent company. UK customer, returned items within 30 days, Wax confirmed returns however they have not given a refund despite sending proof of bank transactions to show no refund has been received. Having to claim through my bank, failing that I will be taking up the issue with a financial ombudsmen. Shame they treat return customers in this way

Ordered the wrong size shirt for my hubby for christmas… Wax London had a speedy response and sorted postage and sent new one very quickly! Great customer service!

Really nice product for the price, well made, and interesting styles on offer. Customer Service super helpful and the delivery was quick and easy.

My favourite brand!! Top level customer service and beautiful quality as always.

Great experience all round. Quality is off the charts and staff were very helpful. Highly recommend

Great experience, order came quickly, and spoke with the customer service team for updates throughout the order and always got quick responses.

Then the products received are exactly as the image and look and feel great in hand, cant wait to wear them.

I'll be honest - this didn't start well. My order never arrived, and getting through to customer service took multiple attempts. After 10 days of waiting, I discovered the item was actually out of stock, which was frustrating.
However, what matters most is how a company responds when things go wrong. Despite the initial hiccups with the refund process (I had to follow up when only half came through), the team ultimately stepped up. They acknowledged their mistakes, worked to find solutions, and showed genuine willingness to improve.The team here proved they care more about customers than their bottom line.

Fantastic clothes and great customer service, will definitely be buying again!