Alfred Dunhill Avis 13

I’ve been assisted by Clara at Dunhill London Customer care. My question has been answered with speed, accuracy, care and professionalism.
Very impressed.
Above and beyond.
Thank you.

I was not happy with the item I ordered online so I immediately arranged the return for a refund. I completed all the paperwork but then heard nothing from Dunhill. Finally I emailed them requiring an immediate refund to my card. After another day passed I get a reply saying refund made and the money was indeed refunded. I can't help wondering if no refund would have been made if I had not complained. My advice, if you see an item see if it's available on say Mr Porter who have a brilliant delivery and most importantly a swift refund procedure. I'm not an employee, just a long term customer with Mr P and never had a problem. You have been warned!

Another once great English brand gone to the dogs. Terrible customer service. Contacted after care for some basic work. After week, I was told it could only partly be fixed and got an extortionate quote. I eventually had it done by another firm for less than 5% of their offer. After 20 years with them, I have now moved on.

Online order as a gift. The trousers sent but rolled them to fit the box. Cannot be given. Seeking refund but getting customs invoice from Transport Dept is painful if not a nightmare. Client services can't really help or generate the forms. So much so for easy return. Welcome to luxury brand Dunhill.

Amazing experience. My t-shirt was shipped quickly, was well packaged and the tracking was constantly updated. Thank you 😊

I had bought a jacket from them about 2 years ago and the zip suddenly was not functioning properly. I went to the store on Jermyn Street to request for a repair. The lady looked at the at the jacket and said they will repair it with an alternative (non-Dunhill) zip at a cost of £250. What a rip-off.

I had previously similar problem with an EZ jacket and the store had it repaired and did not charge me. I had a very slight stitching problem with a Tumi bag and I sent it for repair and to my surprise, Tumi had the bag replaced which I was not expecting.

Would I ever buy anything from Dunhill? Never in my life.

Bought a belt which was damaged. Tried raising it with customer service only to be passed from pillar to post. 6 months of emails back and forth and still no resolution. My father bought Dunhill and so I naturally bought from them but their customer service is abysmal and I will never buy Dunhill again.

Absolutely awful customer service and such rude service at Jermyn Street. No welcome rather abruptly saying I can’t help. Most unwelcoming staff. Very sad as I love dunhill brand. My watch and pen was sent for repair. After waiting over 3 months still not serviced properly and I had up send it back, this is not the issue for me it’s the rude customer service .

Spoke to a lovely, kind lady working at dunhill called Lisa. Lisa went above and beyond to help me with my query (as I needed a price check on a sold out item). I had such a wonderful experience, which has gone to having me regard dunhill as one of my favourite brands! and will also consequently result in me buying more dunhill in the future(probably when they have a huge a sale).

Oh,and the quality of dunhill garments is unmatched! Brilliant!

Bought a Dunhill pen. A piece missing from it, so rang Dunhill. They didn't want to know. As I was on the phone to them I said i wanted a bottle of fountain pen ink. The assistant refused, telling me it was illegal to post bottles of ink. I told him it wasn't and asked him which law he'd be breaking. He told me it was THE law. I told him he must be wrong as Amazon sold bottles of ink. He didn't respond, just hung up.

Placed order online - they charged me. Next day order cancelled. Very disappointing.

I love Dunhill Pipe Tobacco but i have great trouble getting it these days - it is still the best Tobacco you can get. Royal Yacht is my favorite.

Dunhill is a great, iconic British brand.

Promising the best in classic, British gentlemen's attire the flagship store "Alfred Dunhill House" off Berkeley Square in London should be an oasis of classic great service and flawlessly executed.

Unfortunately it's not. I was lucky enough to receive a voucher, beautifully presented in a box with as shirt cuff, for a custom made short at Alfred Dunhill House. Unfortunately the beautifully fitted out house, in a listed building, is the best part of te service and the staff are sadly lacking.

My shirt took 3 months longer than planned to produce. The order was lost several times and today, when I went to collect, I found the staff wet, listless and muddled.

There is a cafe in a small courtyard at Alfred Dunhill House where you can smoke a cigar from their in-house merchant and enjoy a coffee. It's nicely designed but the waiter service was listless. A hot, smartly dressed barista with knowledge of good service was required, instead we had a guy who frankly seemed like he would rather be anywhere else. During my visit I entered the main store from the courtyard three times, but each time it seemed to take the doorman by surprise and he didn't manage to do his basic job of actually opening the door.

Inside staff looked mildly bewildered that there were customers inside and as I stepped over items of rubbish on the floor and tried to avoid tripping over the heavily ruffled seagrass rug in the second room I realised I wasn't enjoying the retail experience.

A stripy shirt caught my eye - not cheap at just under £200, but it appeared to have been recently pulled from a bag from China and was crumpled and in desperate need of an iron - who could have hung it on a hanger? Surely not someone engaged with and proud of the Dunhill brand.

Overall, it's a beautiful building with a good range of attire and is dreadfully executed by staff. If I was the GM I would fire at least 50% if not 75% of the staff and start again. Heaven only knows why Dunhill think it's good enough - guys, it just frankly is not.

G