Temperley London Avis 29

Ordered an item a month ago. Item still not delivered though money has been taken. No response from contact form, twitter or customer service. Appalling service. Avoid!

Where do I begin, prompt attention to my enquiry email at customer services, directing me to Cole at the Illminster store. Cole liased with me by email after having an eye op and made sure that outfits for my daughters wedding in August were put to one side until i could drive and attend in person. Once at the store my mum and I were greeted so warmly. Pearl was a gem and really pulled out all the stops and found outfits for us to try and made great suggestions. Needless to say we found wedding outfits and more and will be returning for our fitting appoinment. It truly is a wonderful shopping experiance with beautiful designs quality and great staff who go out of there way to find what you are happy with. My mum and I will feel so proud to wear our Alice Temperley Somerset outfits at the wedding in Italy!

Update to my original review

Everything has finally been sorted out following multiple communications with the company regarding these concerns. While the initial experience and the return logistics were incredibly frustrating, the way the team handled the final follow-up has changed my perspective.
It is clear they value customer feedback and are willing to put in the effort to make things right when issues are escalated. My beautiful coat finally arrived today, and it is absolutely stunning!

It has been a struggle to shop here from the get-go. I initially tried to use the 10% registration offer, but the website threw error messages. I placed my order regardless, but my follow-up emails were ignored.

While the quality of the items is lovely, the logistics are a nightmare. When I tried to process a return/exchange because of the fit, the online return portal was broken. After multiple ignored emails and website inquiries, I finally had to call the Somerset store just to get a response. I finally received a return label and shipped my items back immediately.

The current situation is unacceptable:

Jan 19th: Received confirmation that my return was delivered to them.

Jan 22nd: First "return status" email to them (ignored).

Jan 28th: Left a voicemail with the London store (no response).

Jan 29th: Still no store credit, no replies, and now the scarf I wanted to exchange for is sold out.

These are not cheap articles of clothing. For a premium brand, I expect a functional website and a basic level of communication. To have my emails and voicemails ignored for weeks while they hold my money is unprofessional. I am still waiting for the credit to purchase the coat that is currently in stock—I hope someone actually sees this and reaches out.

P.S They just replied to me " Your refund should arrive in your account within 3-5 business days, depending on your bank."
I specifically requested an exchange, when I was submitting a return request. I e-mailed 5 times that I want a coat, the coat is in my cart

Exquisite fabrics, romantic designs, unique look. With their ‘try before you buy’ option, it takes you back to old fashioned shopping, seeing and touching the garments before you part with your money. Fabulous purchasing experience. Alice Temperley clothing is divine!

For anyone whose time management is a priority, this service offers convenience and privacy. I was especially impressed by the fact that there was no hard sell, to the contrary, objective alternatives were offered by a kind and knowledgeable assistant.

Excellent customer service from Ivana. This was my second enquiry with Ivana and it was an absolute pleasure. She managed to source a beautiful dress for me and was helpful, efficient and courteous throughout. I thoroughly recommend the service I received from Ivana and the team and wouldn’t hesitate in contacting her again if needed. Many thanks.

Fabulous from day 1! We are very luckily to have the wonderful bridal suite in Ilminster and from the first time we stepped through the door we were made to feel so welcome. The bride to be tried on a number of beautiful dresses and was given such a personal service. As family members we were included and “Pearl” in particular was wonderful in advising us at every step of the way. The dresses are exquisite with superb craftsmanship and there are some unique pieces too. Alterations were easy and nothing was too much trouble and the final fitting was both special and emotional. We can’t thank you enough and would always highly recommend this fabulous couture label that is right on our doorstep! The bride looked beautiful and it was the most magical day - thank you! Xxx

I really appreciated the kind message and prompt follow up.

As always, my recent visit to Temperley London’s flagship store on Sloane Street was truly a wonderful experience. From the moment I entered the store the staff were attentive and very helpful, while not being intrusive. Beverages were offered.

So many beautiful styles to choose from. The clear layout of rails on both floors allowed me to view them all very easily.

I love the Clove Velvet Jacket, Waistcoat and Trousers Collection. I bought a jacket and trousers last year. Two weeks ago I bought the Nemera Jacket, and I returned last week to buy the Nemera Trousers. A great print Collectiom!

The Outlet store and headquarters in Somerset is lovely as well. I had a great time visiting.

Thank you for a wonderful shopping experience.

Angela

Always nervous contacting customer service these days but Ivana was very helpful and transparent with her advice which is pretty rare in my experience. I don’t make expensive purchases online very often but chatting to her made me feel much more comfortable with the process. I’m so excited to receive the dress I’ve ordered for my wedding… here’s hoping it fits me well 🤞🏼💫

It's one of the Best costumers service.
Ivana help me about a return, so kind and helpful lady. I really appreciated

Super speedy and friendly response to my question. ❤️

I wrote to you 5 minus after I mistakenly added two pants to my order instead of one pant and one blouse.
The next day you answered that you couldn’t cancel one because the order was already in. Now I have to return one.

Speedy response extremely helpful

Lovely clothes and excellent customer service.

Very helpful and friendly people couldn't do enough for you. Made you feel like one of the family, (important). Picked me out a few styles which was suitable for me.
I went to the Temperely shop at head office in Illminster and was seen to by Lulu and Erin.
Only 25mins from home 🏠 🏡
Even opened a bottle of Champagne to share between Had a great time while I was there .
Completely understood my needs.
Bobbie -Sue.

Ivana provided amazing customer service replacing part of a dress lost by the dry cleaners / I can now wear it again

Ivana from Customer Services.
She really did go the extra mile

I just want to say thank you to Ivana, Tania and Surachai for helping me with my lovely gown which is beyond gorgeous. Customer support has been outstanding and I cannot thank the Temperley London team enough for everything!