Chums Avis 

I ordered an item for my dad's 84th birthday on the 8th of December. His birthday is the 15th. The item did not arrive. I thought it might just arrive in time for xmas but no. After Xmas it still hadn't arrived so I sent an email to complain. It was ignored. I sent a second email chasing it up. I heard no reply but then out of the blue, the package arrived. On the 13th of Jan! So more than a month late. No apology or explanation. I am the Consumer Affairs Correspondent of The Times and I recommend you avoid this retailer.

Order has never arrived. Company don't respond to emails. Trying to get a refund but nothing yet. Don't use this company!

Lord only knows how this company remains in business - might it just be a front for something? On a previous occasion I was charged for delivery although the order was in three figures. I put this down to possible carelessness on my part for not ticking a box or something, so on this occasion I made absolutely certain that my order qualified for free delivery. Tough mate, you WILL pay £7.95 so I lost out again. Three emails asking for £7.95 credit went unanswered of course, and they even have the nerve to charge for telephoning them! All their catalogues will henceforth be annotated "Unsolicited junk mail, please return to sender", and posted unopened.

customer services are liars saying goods have been dispatched only to find out 5days later they had not been dispatched did not want to cancel order or give refund, i was supposed to wait for them to deliver and then do a return still waiting to see what they are going to do

ordered new pair of trousers from Farah through Chums.....Farah at one time were of good quality. What I have received considering they were £60:00 are the thinnest cheapest rubbish ever seen. The delivery was (even though I understand it was Christmas) a complete shambles. The other item, the new belt was the wrong colour. I had informed them by email I wanted brown and not black twice. Received no reply and no contact from start to finish. This company should be avoided at all costs. Quite useless in all aspects and areas.

Promised free delivery if I spent mor than £60. I spoke to someone called Page and she insisted that the free delivery would be taken off at the last payment stage.
NOT SO! nothing happened. I inserted the code but nothing happened and so spent £9.45 on a next day delivery. Page insisted that the delivery cost had been taken off but it was clear from the order I had been sent that this had not been done. However she insisted that it had been taken off but when i asked her for the numbers shown on the order she then admitted that she could not see them. And so she was obviously wrong when she told me that the delivery was free. She then said that she had to speak to her manager and would ring me back. The phone has rung with her number but no one spoke and the phone went dead.
These are obviously not the sort of suppliers who are interested in providing good customer service to get sales. This is borne out by the Trustpilot reviews as 81% give Chums a 1 star rating.
I have been asked for further information before they will give me a refund. This is it:-
I cancelled the order on 5 January 2026
due to this confusion over free delivery and so the order never left the Chums depot. Yet my Chums account does not register this. Despite that Chums are refusing to refund me the £95 even though it is now the 15 January 2026 i.e. 10 days delay!! Hardly good customer service. I do quite a bit of on line buying and no other on line company I have used has ever had this sort of delay.
Even the email requesting more information does not have a name of a Chums employee.
When you ring up the Chums employee asks for your account number and yet on your accounts page there is no customer accounts number.
So please refund me my £95 like any other responsible online company.

Do not touch this company with a ten foot barge-pole. They are exploiting the older generation with their poor quality clothing. I ordered three pairs of trousers. One item arrived as a top, and one of the pairs of trousers clearly had different length legs. The quality of all the items was poor. Their phone-line is 13p per minute. Disgusting for any slightly vulnerable customers which clearly is their target audience. Nothing Chummy about Chums!

E-mailed twice about missing order - no response. Phoned- told to wait. Waited a week phoned back , twice. Second call told order was going through as I spoke. It didn't arrive. Phoned again - it had not been put through! I'm told it is now being sent- we'll see. Abysmal customer service.

Despite entering the correct code when ordering for free delivery and spending over £60 to qualify. We were charged for delivery.
Have sent TWO emails to ask for a refund, there has been no reply.
Disgraceful customer service to ignore our emails.
We will never order from them again.

Don't even deserve a star. My mum has used them twice. Both times never got the product she order but has been charged. No communications no refund. I was angry my mum used them a second time. But I am more angry with this company. Just don't use this company!

Ordered item for Christmas, arrived promptly but completely wrong item, rang them and lovely lady knew exactly what I’d ordered and said would sort, returned item replaced with exactly the same wrong item. Sent back for refund and I’m still waiting despite the promise on website!

Avoid at all cost my wife ordered a cardigan for her mum's 94th birthday on 5th December didn't arrive for her birthday date now 19th December after so many emails to the worst delivery company in the UK EVRI so if they use this company I certainly will not be ordering again from chums.
They do not respond to emails you send for up to a week if you call them they charge you per minute to speak to someone. Once again do not use. I have had to arrange a charge back from my bank and my wife had to go last minute into Glasgow to search for a similar cardigan that should have arrived about a fortnight ago.
Please beware if you ever decide to order from this company I just wish I had checked trust pilot before I ordered from them after having seen the very poor ratings

I placed an order which was due to be delivered by Evri. It never arrived despite many emails from Evri to say it was on its way. I rang Chums customer service and they said they would chase Evri and I should hear in 8 to 10 hours. Nothing. I rang again and requested a refund. Ok, this will be with you in 5 to 7 working days. Again, nothing. I eventually opened a case with PayPal and the money was refunded in just over an hour. Seems strange that I am ignored but PayPal can get a quick result.
No more buying from Chums by me.

Placed order in September 25, nothing happened or delivered.
Chumms cash my cheque Oct, still nothing, rung customer service on 19th November promised a cheque will be sent back to me, again nothing, rung 16 Dec still no cheque...quote we will send you a cheque!!! Very poor customer service and I will not be using this company again.

Terrible company to deal with if something goes wrong. I ordered 2 pairs of cargo trousers, albeit at different times. For one reason or another I placed them in my wardrobe and didn't use either of them for a few months. Then wearing them and washing them for the first time strictly to the washing instructions on the garments, they shrunk and are now unwearable and destined to the charity shop. Contacting them was a total waste of time with them just quoting the 30 day return policy. They have a couldn't care less attitude offering no leeway in solving my problem, not even discount on further orders. They don't deserve to be in business.

Appalling. See other reviews, breach GDPR and just send you details to others, send you other peoples packages, refuse to engage, do not answer the phones, do refund etc etc. Do not use!!!

DO NOT ORDER FROM THIS COMPANY!
What a shambles! Ordered a number of items, apparently it takes 2 days from order on line for the order to be updated on their system! But it’s ok because they have your money already! If you email/you have to slow 5 working days for them to get back to you! Day 6 no contact. Phone costs 13p per minute! I was in a que for 14 mins! The estimated wait time varied between 10 and 5 mins up and down. The operator could not give me any update on my order and when to expect it, so I canceled my order. Hopefully will get my money back at least! Wish I’d read these reviews first. Now back to sourcing presents from another supplier! You have been warned!

I ordered 2 pairs of men’s trousers for a special occasion. These didn’t arrive on time and whe the parcel eventually came it contained 2 pairs of shoes with a purchase note for an address in Wales. I’m in Scotland!! Unable to contact them via phone. Email saying it can take up to 10 working days to process a refund and to uplift the wrong order. Dreadful customer service.

PLEASE AVOID… DO NOT USE THIS COMPANY. They CHARGE you to place an order !!! Absolutely disgusting behaviour and should be investigated by Trading Standards.

I find it a little difficult to understand why Chums, Katherine Walker sends through paperwork from a lottery company that targets the elderly, plus pressures them into handing over their bank details in order for them to sign up for lottery tickets on a monthly basis.
Quite a few companies are involved in this, disgraceful!
It is obvious that they are after people's bank details.
Your magazine (Chums )is aimed at the elderly ,so why would you authorities this! Is the company getting a back hander?
You should be reported.