Superdry Avis 

I ordered several items from Superdry via Zalando in October. Since it is a partner offer, shipment and returns process goes directly via Superdry. I kept couple items and returned the rest in 2 separate parcels. Both of them "got lost" in different ways : they claim that first parcel "arrived empty" (yes of course i send empty return parcel, that's what we all do...), while the second , second parcel arrived "containing an item not belonging to Superdry stock and not from the order". I saw the photos of the item , i have never seen it , it is not mine. I am in touch with Zalando Customer service which also act so stupid and just keep repeating same thing "parcel arrived empty / Superdry didn't receive the item". They also sent me photos of the parcels they received. And you know what? One parcel is opened and torn apart, another one is damaged and has "DHL Repacked" label on it. And now they want me to pay in total 440+ Euros for 4 items they lost or even stole, no idea. This is so so so annoying, especially dealing with Zalando customer support people who can't even read the text of the email completely and keep repeating same things again and again. So completely agree with all the negative reviews related to Superdry customer service and unreliability, and will never order again even so items might look good. This is unacceptable. But also Zalando is not acting well in this case providing no reliable customer support here.

Ordered some goods online and paid
for them. 50 days after that they tell
me that the pack is lost and propose
a 40% refund. These are no honest
people. Avoid them urgently.

If I could give you -1 or even better -10, that would be great.
Horrendous customer service agents in your store. You have a huge culture issue with your customer service (or lack of, should I say) reps in store.
Aside from your very bias retusn or exchange policies, which contravene Consumer Rights laws, you have military dicatorship style customer service reps in store.
A little girl in your Battersea store yesterday I wouldn't employ to silently watch paint dry.
Was narcissistic, incredibly rude, wanting to literally pick a fight with a member of the public, bare faced lied, telling me I had said certain things in the conversation exchange, kept asking for me to let her speak, yet missed on giving me the same courtesy, spoke in inappropriate colloquial language, used the phrase, ' I have told my manager, it's likely to kick off here...' Apparently I owed her a big thanks for her going to speak to her manager whom refused to come out to speak to me and hid behind her. Was miserable when he came out and didn't even want to hear my gripe with the product. I was accused of all sorts of things for asking to exchange a £15.00 t shirt where the colour ran in the wash ( i followed instructions on the label), it bobbled after one wash.) I was told this was my responsibility, after purchasing the item and a three week turnaround with one wash, I was responsible apparently.
I will be writing to your shareholder board. I don't even care that the product is sub par and it could have been a bad batch or something. What i care is in two of your stores now on three separate incidents I have been spoken to in a manner I haven't encountered before. Disgusting set of people that work for you and I will never set foot or buy from Superdry ever again for that reason. I really like your product line but this was the final straw... I have much more to say but the genuine reviews posted here really give you a pattern. I note that over the years you have closed many physical stores, if you continue to employ and not train people on customer service skills I can't see any physical presence lasting on the high street.

Ordered 3 t-shirts from the superdry website. Was told it would be a split order with two t-shirts arriving together and the third on its own. Not a problem. Dispatch stated the blue and the green t-shirts would be together and the red one on its own, however the first parcel arrived with just a green t-shirt in and the second parcel had the blue. No sign of the red one and no way to chase this except email superdry and wait several days for a reply. Pretty sure it’s not hard to recognise colours or count to three when sending out orders. Still waiting a response.

I didn't receive my order. I still had to pay. Nobody cared.

Hi

Re- receipt 162012

I made a purchase at Lakeside store on 5th July and bought 2 shirts which are of other familiar brands. I was advised at till there is no returns on other brand products. I did some reading after I returned home and realised these were pre loved or recycled clothes which in the first place if sufficiently informed, i wouldn't have purchased these. I feel let down and missold product by the store. There was no sufficient information at point of sale. I have not had a response from superdry customer service to provide refund for products missold. Appalling and disappointing service.

I wish I read the reviews before. I ordered a leather jacket online in Germany, and I never received! It was supposed to be shipped by a company called Florafiv, directly from China! They took 25 days to tell me that the item was lost. And they are taking more than a month to make the refund, which hasn't arrived yet! I used to like SuperDry, but no anymore. This service is horrible!

I bought a new hooded sweatshirt last September, I washed it once and the fabric went bobbly and it shrunk. I contacted head office who were great and said that I could take it back to any store and they would exchange it within a year of purchase. I took it back to my nearest store and there weren't any in the store that I liked and was told by the cashier that I couldn't have a refund as they don't know how I washed it. So I waited and when I next went to a bigger store I replaced it with one I liked but had to pay a further £20 on top as it was more expensive that the one I had originally purchased. Once again 2 wears and one wash (following the washing instructions to the letter and washing inside out) the fabric has gone bobbly and it looks like an old worn out sweatshirt. I have now wasted £70. I will not be purchasing anything else from Superdry and neither will my partner. They are far removed from the quality they used to be. I purchased one from New Look at the same time which cost me less than £20 that washed up fine.

I have previously loved Superdry clothing but over the last year the quality seems to have taken a huge dip. Clothes shrink in wash or ordered sizes vary differently. A large in one item might be too small and another item might be way too big. There are still.some good items but I'm trying to find some of the old styles on eBay now, rather than by the new lines

Superdry NOT SO DRY.. The brand name is contradictory to its purpose it is anything but dry! Looks like I’m wearing a green sleeping bag, looks waterproof and warm. It is clearly a winter coat and as we all know the winter involves rain!
I’m flabbergasted!
Not fit for purpose. Absolutely pointless infact

Trousers arrived with an rfid tag on them! I traveled, some distance, to a shop who could not remove the tag! Paid for the lockerbox return only to find there are no such facilities on the Isle of Wight! I think I'd get better service with the Grinch!

I had a coat delivered in the wrong size. Rang their customer service number and Rebecca A was so helpful, polite and co-operative. Arranged for return and refund was in my account within days. She went above and beyond. First time experience with Superdry and it has been very very positive. Would highly recommend. Thank you :)

Ordered a leather jacket for my partner's Christmas present. Evri were handling the delivery and unfortunately there was an issue. I called up Superdry and they immediately rectified the issue and sent me another via DPD, which arrived exactly where and when it was supposed to. Customer service is absolutely amazing. A big thanks to the lady who dealt with my call!

Similarly to other people's comments, I've been waiting a long time for a refund, any company using parcel connect for returns/deliveries should be avoided, it's never worth the hassle

No tracking issued. Paid for express delivery. Can’t contact them. Never again.

Purchased 3 items at Superdry.com, website stated free delivery on orders over £100 (which it was) but upon going to the checkout option, it stated that the delivery had to be split and I'd have to pay £3.99 for delivery. I thought that's strange, but continued anyway. After two weeks I have only received 1 of 3 items purchased and really struggling to get any answers as to where the rest of my order is. Live chat isn't much help, emails aren't being responded to. Last resort is going to my local branch which is 50 miles away. Absolutely shambolic from Superdry. AVOID, AVOID, AVOID.

Returned an item back to store only to be told by staff that i had worn the item so they wouldn't exchange for a bigger size, i hadn't worn it but they made me feel like a criminal DO NOT BUY FROM SUPERDRY

Returned several items to store, confirmation emails received for all three returns. However, only received a refund for one of the items. Chased up with an online “chat” with Superdry to be told the outstanding refunds were requested but the funds weren’t automatically released. My question is, at what point would they have been released (if I hadn’t checked) and how often are Superdry doing this to other customers!!? There’ll be lots of people who don’t check their credit card statements, this is an absolute scam on Superdry’s part. Clothes are fine, ethics and honesty are dire.

Refund my money it over 6 weeks now still o refund

Purchased a jacket from the superdry eBay shop for £27, and paid immediately. Next morning I got a message saying I’d requested to cancel the order which I hadn’t, they refunded me and put the jacket back on eBay for £65. Highly unethical and poor business practice, I certainly won’t buy anything else from this company