Superdry - Cheltenham Avis 

Found a light grey/white roll neck jumper - perfect.

Bought a pair of jeans online in my usual size, ended up being too small.

Tried to return them online but was put off by the £3 returns fee, so I took them into store instead (Cheltenham). The return took about 15 minutes, the staff member barely spoke and seemed annoyed, and I wasn’t given a receipt. When I asked how the refund would work (I’d paid by gift card), she told me to check the online terms. Not very reassuring.

Days later I got an email saying the refund would be processed within five days. Ten days passed and nothing, so I had to chase customer service. After a few emails, they finally reissued the gift card.

I then ordered a different pair of trousers which were a looser fit and also a size up but they still didn’t fit. Tried similar sizes in two other brands and they fit perfectly, so clearly there’s an issue with sizing.

Now I’m stuck with £70 on a gift card, another returns fee to pay, and I’ll be buying trousers elsewhere. Really disappointing experience.

Never received my order but they took my payment

They taken the payment and my order is not with me after 11 days. Cannot contact them by phone and they are not answering my emails

Love the shop, friendly staff and the vintage section is superb, and amazingly good value.

I purchased two coats and a hoody. Was very impressed with the quality of the products. The staff were very good and helpful. Unfortunately, one of the coats had a broken popper fastening. Returned it the following day, again very good service. There wasn't another coat to replace it in store, but was given a credit note and told to phone in a couple of days when they would have received a delivery.

I bought a £100 afghan coat with faulty stitching. I returned the coat the day after I receive it in the post. This was 10 days ago and I still haven’t received my refund. This has totally put me off purchasing another coat in the future.

Fantastic staff. They dont pounce on you as soon as you walk into the shop. They actually let you look around without being hassled, but if you do need them they are extremely friendly and nothing was too much trouble even if it was 10 minutes before closing.

A broad stylish range to suit several age groups and high quality made clothes which are worth paying a bit extra for. Really easy returns for exchange and or refund. Very competent and helpful staff.

Great putrchase for a winter warm jacket, great detail and fashion.

I placed an order totalling £135.94 on the 2nd Jan. Superdry.com took my money and still have my money and I do not have my goods! I contacted Superdry on 8th Jan asking for my goods or a refund by the 13th Jan which is tomorrow. I have heard nothing. An impacting factor is the poor and unprofessional delivery partner Superdry are working with, EVRI who emailed stating they had my goods and was shipping and the same day on the 3/1/26 stated there was a delay . This partnership are in breach of contract and still have my money!

Had a personal problem and had to return purchase. The shop staff were so helpful and friendly. Thanks
The quality of the products is exceptional as is the service.

Excellent product and service especially in Cheltenham….

Staff extremely helpful.
Coat is brilliant quality.
Very happy with my first shopping experience at Superdry.

Super helpfull and knowlwgeable staff!

Well stocked shop in Cheltenham. Lots of choice and very helpful staff.
When we got back home from shopping trip realised we had a garment that was the wrong colour & had left the right one at the check out desk! Next morning took a trip back to change item. Young lady serving was very good and had put the item we left behind hung up behind pay desk! Will definitely shop
there again. We also appreciated music while we browsed. Thankyou.

Superdry: A Masterclass in How Not to Run a Retail Company

If you ever want to experience a real-life comedy of errors, simply place an order with Superdry and pay for Express Delivery. I did — and what followed was a performance worthy of a Christmas pantomime.

I paid extra for Express Delivery. Superdry accepted the money, nodded politely… and then delivered absolutely nothing. Impressive.

Evri “lost” the parcel (of course), and Superdry’s response was even better:
“We can’t resend your order because our system doesn’t let us.”
A fascinating limitation for a company whose entire purpose is… sending orders.

They did, however, refund the Express Delivery fee — a touching acknowledgement that something went wrong, followed by complete silence when asked for a full refund or a replacement. Customer service simply vanished backstage.

Since Superdry refused to communicate, I’ve now involved:
• NatWest (chargeback raised for goods not received)
• Trading Standards
• CMA
• ASA
• DBT
• And yes, even Evri’s executive team

All of whom appear far more responsive than Superdry themselves.

For anyone reading this, here’s what you should do if Superdry pull the same stunt:
1. Ask for a full refund in writing.
2. If they ignore you, raise a chargeback with your bank (NatWest did mine instantly).
3. Report them to Citizens Advice for Trading Standards referral.
4. Keep screenshots of everything.

Eventually, you’ll get your money back — just not because Superdry helped. Their “customer care” is more of a spectator sport.

At this point, I genuinely look forward to the day Superdry finally leave the high street. Based on this experience, the only thing they deliver reliably is disappointment.

I ordered the item super dry windcheater jacket which was on page but got different while delivered and also I return that item till now I didn't got any update and not refunded