Dorothyperkins Avis 

Absolutely shocking!
Always used Dorothy Perkins as a store. Loved it as did fashionable petite clothing. Ordered from website recently and got my delivery ok but trying to return is an absolute nightmare.
Order comes from one order with all items on it but returns are via different channels all with different processes and tracking/response is next to nothing.
Been sold an item which is labelled up and advertised as one well know highend company but when ive chased the return im told its a budget low end c*** company i would never use. Contacted what I though was ‘dorothy perkins’ via their channels (messenger & whatsapp) and when Ive challenged about it and asked whats going on I AM IGNORED! They stop replying to messages and just say “reps are busy”! Its a joke. Will never be using DP again.

I have now reported to Trading Standards for misselling and trading badly on the reputation of a good name business. Wil never trust Dorothy Perkins/Debenhams again after this.

Be Warned there are TWO trustpilots for Dorothy Perkins! One claimed profile, One unclaimed profile!!! One has score of 2.5, the other only 1.5….that in itself suggests untrustworthy company infiltrated by scammers trading under trusted name.

My order number is DUX040318367. I received an email 14 days ago on 8th May informing me that you were processing my refund but I still have not received my money refunded back to me. I returned all items in the order. When will I receive my refund? Two weeks is a totally unacceptable amount of time to wait. I have contacted you several times on WhatsApp just to receive generic automated responses. I want my refund issued with immediate effect.

Decided to return my clothes because it was too small. Initially, I bought my clothes for around £30. For some reason, I got refunded £13.01 even though I returned the clothes the same day I received them. So everything was in stellar, unused condition.

Customer service is extremely underwhelming and unresponsive. Emailed them about the payment issue and I’ve yet to hear back from them. It’s been a week and still silent from their end. Do not recommend this store, unless you want to wait for two months upon receiving your items.

I have paid for the DP Unlimited service for quite a few years now as I thought it was a great thing to have. I’ve recently found out that even though I have this I’m now expected to pay for returns. Another company squeezing more out of customers. Won’t be renewing. The clothing isn’t as good as it used to be either.

This is my second post about this, because just keeps getting worse. I am still waiting for my remaining items to be delivered, and Dorothy Perkins are not replying to emails, or to their WhatsApp contact method. There is no telephone number to try. When using the WhatsApp automated tracking service, it still says that not all my items have been delivered. However, they are showing items that have been delivered as missing, and items that haven't arrived, as missing. Every time I ask the tracking service for an update, the number of parcels they've sent changes, or which items are in which parcel changes. This is absolutely appalling service. I am taking screenshots of every communication I attempt to have with them, including the frequently changing tracking. There is something seriously wrong with the company these days. To outright refuse to respond to any communication and to ignore all the facts, is astounding. They are 100% stealing from me. I need to return some items that have been delivered, but their website says that your returns period doesn't start until you've received all items, which I haven't. However, I strongly suspect they will try to get out of this. It also wants you to return all items at the same time, so I haven't done so yet. I have no idea what to do to resolve this. I honestly can't stress enough that everyone should avoid buying from them.

Wish I had read the reviews before buying. Terrible service. Still waiting on refund, only whatsapp to contact. Yes it states there is an email address, but this is not for refunds only damaged goods. Words cannot describe how dissatisfied I am with the quality of the items and customer service. Expected better from DP, or Debenhams which i realise its actually from. Items not even from DP two different companies I've never heard of. Stay away.

Returned item on 22/4 and tracking shows received on 26/4. Still no refund received despite a response to my message on 3/5 stating my refund will be with me soon. Dreadful service. Hanging onto customer’s funds for 3 weeks after an item is returned is shameful. Order number DUX040111768

Returned items to Dorothy Perkins, received an e-mail stating mu refund is being processed, 12 days later and numerous text messages am still waiting! They just say your refund is being processed, thank you for your patience. Absolutely terrible service and communication. Will not be shopping here again.

HORRIBLE! HORRIBLE! HORRIBLE! I would NOT recommend this company to anyone. First, almost no clothing is actually their brand. I believe Debenhams has taken over this brand. And Debenhams has gone down the drain, as well. The quality of the clothing is terrible. Cheap and thin and tacky. But the worst thing: THE RETURN PROCESS. They have removed any email or telephone address, or even a live chat on their website. Probably because they know how bad their company is and how irate the customers. I wish I had read other reviews before bothering with this most terrible company. There are not enough BAD adjectives to describe them. I would give negative stars, if possible. I have had to deal with chatbots on WhatsApp, and only because of my relentless persistence have I finally reached a person. Of course, they "assure" me that my return is being processed. How many days to do they need? It has already been 12 days. Still waiting. AVOID THIS COMPANY AT ALL COSTS. Absolutely terrible, all the way around, from items to service. Never again.

As to the reply posted here by DP, it is full of lies, and we STILL have not received our refund. They have a million excuses and absolutely horrible service. I do not rescind what I said, regardless of the nonsense DP has responded with. They are a terrible company, and I would never, ever buy from them again.

Trying to return pair of shoes as too large but trying to access returns portal is impossible!!! Any suggestions anyone?!? Contact address/email???

Extremely disappointing service. Return sent on 5/4/25. No change in tracking after a week but was told they would do nothing until 20/4. Contacted again 21/4 as still no change on tracking. Had to confirm again what I’d returned and was told refund would be processed. 27/4 still no refund received. Another return sent 11/4/25 received by DP on 14/4. Still no refund received for that one either by 27/4. Absolutely shocking system and contact facilities are appalling- I only seem to get responses through the night….. used DP in past and not had a problem, but this has definitely put me off ever going back. You’re blaming delays on payment providers yet everyone uses different providers proving it’s your system that’s dodgy. I use the same payment method for any purchase from any store and refunds are normally instant from the moment they are processed. Stop fobbing customers off. I will be looking to report this to trading standards.

No stars. My sandals arrived, sealed in a bag & in a box. Lovely sandals which fit perfectly. All seems great except for the smell. They smell of petrol or similar, I used the chat service, what a joke. 8 hours later i got a reply, order number needed. I had already given it, I sent it again, 12 hours later, another reply giving me a link to send them back. I actually asked if I could have them replaced. No acknowledgment, I asked again. A day later, refund link. I have emailed customer services and no reply. I have sent 3 emails now. Totally disgusting service.

Zero stars!! Very poor returns system, I returned items on 31/3 showed as being received and refund processed on 5/4. However I still haven’t received the funds in my account 11 days later. I have messaged via WhatsApp to be told I’ll have the refund by the 26/4!!!! FUMING!! Why are they holding on to funds for so long. I will not be ordering from Dorothy Perkins again! 😡

EDIT- despite the message below, no refund has been received despite it being processed 14 days ago! There own refund policy states 7 days!

I returned two items close to 2 weeks ago. Received an email on 1/4/25 saying the refund had been processed. It's still not showing in my bank account today. Have just tried to talk to someone and appears I am speaking to a bot who tells me the refund process can't be expedited as it's an automated process. The refund policy states a refund will be received 7 days after it's sent. They seem to have no intention of returning my money. It has now been 14 days. Absolutely awful service will never buy from again

Where shall I start this time?
Despite a few negative experiences of DP ordering, I placed another order recently, having first looked at my account to check that my Unlimited membership was still active. Seeing the word "ACTIVE" at the top of the page, I went ahead with my order only to be charged £5.99 for a next day delivery which should have been free. As I have subsequently returned the item, this will also incur a charge.
I can see that my unlimited membership at Debenhams has expired but it was extended at DP after a previous problem .
After a few emails where I sent a screen shot showing this on my account and also pointed out that the membership message on the Debenhams site is clearly inactive but on the DP site it appears to be active here is the reply I got :

'the active is a sub title on the same line as the title to show how much is it to make it active "

This is the worst reply to a customer query that I have ever received ( or possibly seen! ) l and I would hope that someone at DP reviews it and can then offer a more coherent response to a dissatisfied customer.

UPDATE 18.04.25
Persistence has paid off again! I have now had a reply from DP offering me a refund of my delivery charge as a gesture of good will. I am still puzzled by the fact that they regard my Unlimited membership as having expired in June 2024 when a couple of orders placed after that date were delivered without any delivery charges.
I'm glad to have been offerd this refund but I will no longer be ordering from DP directly. I will just wait for free delivery options which Debenhams offer from time to time.

Ordered on the 16th March. Took days to send it and now it’s been lost. I have repeatedly asked for a refund and get fobbed off each time. They use Evri which I normally have no issues with but something must have gone wrong with the driver as 2 other parcels have also been lost that were from different companies have also been lost, they have refunded the money. They have requested the item back from Evri but keep saying it will be delivered. I have to now give them till the 13th April nearly a month from ordering until they will action the refund but on reading the reviews I have no idea how long this will take. I won’t be ordering again.

Returns process is awful. I ordered several items in one order. They arrived separately and have to be returned separately to different addresses. Very complicated. I wish I'd read all these poor reviews before I ordered. If I don't get a prompt refund I will be reducing my review score.

I have returned some items from my order and it is taking a long time to get a refund. Every time I contact customer services on Facebook messenger they keep giving me different timescales for a refund. It seems they are holding on to my money ! I will never order from them again- they have definitely gone downhill from last year
EDIT
“Coincidentally after posting this review I have had the majority of my refund . However, I am still waiting for part of it as it took longer for one parcel to be received by Dorothy Perkins .

Awful trying to get my refund back. Worst company for refunds that I’ve ever known. Not acceptable and will not be ordering from them again for them to be holding on to any refund money unnecessarily!!!

Ordered without problem because they were cheaper than elsewhere. Order arrived quickly and having seen these reviews I returned the unwanted items as soon as possible.
Returned items on 10th March via their portal service (using the royal mail next day service), and got an email to confirm the items were received on 24th March and my refund was 'being processed'.

I then get a further email (after chasing) on the 24th March to say the refund is 'on it's way'. It's now 31st March and no money in my account. I can't understand how they can be sending money 'on it's way' to me but then I don't get the money back. It's been 3 weeks from me returning the items and I still have no money in my account. Outrageous!