Dorothyperkins Avis 

Nearly 4 weeks that i returned an item. According to the bot it takes up to 15 days for them to receive it. Id get it sent sooner to Australia. Now i will have to wait for my refund which i suppose will take a further 15 days. I will stick with the good on line stores in future

Still waiting for a refund, just getting emails saying to be patient. No phone number to call and no complaint procedure. Just want my refund. Sent messages on whattsapp and messenger. Awful company will never buy from them again

Still no refund since returning on 25th September and no communication. Extremely upset, anxious and worrying about the £44.99 still owed to me. It may seem trivial to you but I’ve been really affected by being ignored by both Cutie London and Dorothy Perkins.


Order Date: 13 September 2025
Order Number: DUX044341363
Marketplace Items from Cutie London

Although having returned this coat on 25th September I have still not received a refund. I have contacted Dorothy Perkins regularly and not had any response other than their AI Bot to say ‘We are really sorry but our Customer Services Department is very busy at the moment’

I’ve supplied both yourselves and Dorothy Perkins with photos of the postage receipts confirming I sent back the coat. This is extremely upsetting and causing me much anxiety. This may seem a trivial amount to both yourselves and DP but to me it’s a huge amount and causing me distress.

Can someone in your company please reply to my email - I’ve not received a reply from yourselves for the last two emails I’ve sent and it’s really affected me. I feel ignored, irrelevant and a pain by just asking for a refund that is due. I’ll attach the postage receipts again.

Regards

My order still hasn’t arrived and cannot get a proper response from customer service on whether it has been dispatched or not. If I don’t here anything within 24 hours then I will be requesting a refund from my credit card company…..shocking customer service!!

Had to contact customer services as I had not received any dispatch notice despite it being 6 days since I bought my items and they were quick to respond I chatted with Kai who gave me information regarding my order, thanks

I love the products, different sections, coast, Wallis etc, Kai , my online customer service agent was lovely,to converse with,was to the point on the subject and fulfilled my expectations. However.
I have waited ten days for a item that I bought, not once , have I received a text or email regarding where the item is in transit, if I bought a item from next I would be advised exactly where the item was ,if it was going to be late, and also that my item has arrived, I expected the same from DP, I will have to take this in account when ordering again, especially when the boxing sales are on and I spend a lot, as you can forget what you have ordered.

Still waiting for a refund since 30th September despite having proof they received the item back. Customer service is terrible they ignore emails and their message system is just an AI constantly saying the refund has been processed.

Avoid. I returned 3 dresses on 23rd sep and received confirmation that the dresses had been received by debenhans and I still haven't received my refund nearly 30 days later and I'm not receiving a response to my emails.

Awful. This company is extremely awkward and inflexible. It's completely unfit for trading online. I'll never buy from them again and would not recommend them to anyone else.

Awful awful service, will never use Dorothy Perkins ever again. The worst customer service I’ve ever experienced. Been trying to get my full refund since August and still waiting. I’ve noticed all their replies state ‘14 days for refund’ etc etc…..it’s been months! They literally just take your money and barely communicate with you and when they do decide to communicate, it’s weeks to a month later. Awful!!

UPDATE: From the response to my review from DP, they clearly don't understand the issue. You are advised to contact CS for faulty items but they don't get back to you. My review was not related to the refund.
Faulty item, contacted via WhatsApp as they advised. Automated message asking for further info then advising Customer Service will respond - 5 days later - nothing. Won't use DP again.

Do not bother with this company- awful customer service as well as unable to fulfil orders. My order (1 item) had not been received within 2 weeks, I chased it up only to initially be essentially told ‘if lost you’ll get a refund eventually’ and then was told there was an error and it’s was never in stock. Why would this only be realised AFTER I’ve asked? Surely they should be keeping track of this?
It’s been weeks and I’m still chasing them for a refund. They’ve started processing a part refund but are now saying I’ve been charged for the refund and the delivery…. There was not delivery? I’m literally being charged for them to waste my time. I’ve sent 17 messages to them and it’s still not resolved- it’s taken so much of my time for an order I did not receive. To make it worse, the customer service if shockingly bad!

Leaving another review in a desperate attempt to get somewhere as I am now awaiting 2 refunds from 2 different sellers. My last review mentioned there are only 3 ways to contact Dorothy Perkins & I received a reply saying they have an email address too. Instead of providing the email address they instead linked to the contact page - which says they have 3 methods of contacting them: Apple, Facebook Messenger or Whatsapp. Again, I do not use any of those & there is no way I am going to sign up to a site or download an app just to be able to reach customer services. The only mention of email on the contact page is to subscribe, if there is an email contact address on the page they linked it does not show up for me. They do not seem to have an up to date Twitter account & I am on no other social media.

I want a way to contact in writing. The lack of contact options suitable for all is descriminatory & needs to be reported to trading standards. Their parent company Debenhams offers the same 3 contact channels. The returns were received & processed over 14 days ago yet the money isn't in my account.

Bought 2 dresses off this site , neither fitted so returned them both & have received a refund for only 1 of them , I am not on social media so as far as I can see I have no way of contacting anyone to query this , so basically they have stolen my money , I know they received the parcel but how can you prove what was in it , their word against yours if you caould ever speak to anyone
NEVER USE THIS COMPANY

I had a problem with the tracking on one of my items from Dorothy perkins, I used Facebook to contact lovely kia who resolved the issue quickly and efficiently with zero hassle, this was my first online purchase with DP so was worried returns etc would be tricky but after the pleasant interaction with kia I will continue to shop with confidence with DP online

I placed an order then wondered why there was no updates after two days , I looked up and saw a bunch of terrible online reviews. I really thought I had lost my quid lol. I reached out to customer care, first was met by an AI then a customer care executive messaged me saying my order will be delivered within the stipulated timeline. And it arrived, I got whatever I ordered and it looks better in person. Perhaps I got lucky, or maybe the others had horrid luck? Thankfully my coats fit me so no return issues. So I’d say have a good idea of the size you want & then Go for it! Give it atleast 7-9 working days for shipment. I’m happy with the purchase. Hope this helps whoever is searching for reviews someone like myself :)

I can’t respond back to the answer given to my review on here but I have contacted customer service. I provided my receipts for the two items that were sent back and the was told I would receive a refund by the 15th September. Nothing has appeared back on my credit card so I contacted customer service again on the same message link with all the information from before above. I got the automated reply asking for my order number and country with no consistency to their response. I am now waiting for another agent and am probably going to start all over again. I will get my refund from Dorothy Perkins because I will not give up and I have proof of the return. Therefore have a legal right to my refund. Dorothy Perkins please don’t make yourselves look even more ridiculous by responding to me with your generic answer. If you are going to respond, resolve the issue and respond back with that. Give yourselves a bit of credibility back.

Firstly the delivery was very slow but I returned my order 2 weeks ago and still waiting on a refund. Everytime I contact them via WhatsApp it is automated. Very annoying. I won't be shopping with Dorothy Perkins again.

If you are looking to order online from DP, I would highly advise against it. Their returns system is awful and their customer service is shocking - they don’t have an option to speak to anyone other than using AI. For such a reputable brand, I am shocked at how awful their customer service is, and can’t believe they can get away with it. Definitely shop elsewhere.

I posted a return on 2nd August, on 4th August the return status was updated to 'in the carrier's network' - now 20 days on I've not heard anything further. Seems to be a common issue reading other reviews. What do I need to do?

Order number #DUX042726490