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Original poster

Dorothy Perkins and their bad customer service

13 replies

SnoozeAllDay · 15/01/2022 07:46

So I ordered some items.
Went to pay and the website advertised “premier delivery” £9.99 for next day delivery for a year!
I already have this with ASOS & it’s brilliant. So I paid.

Guess what, it didn’t arrive. It took 10 days.

I went on the “help desk” and they said “oh yes we can’t offer that as there are huge delays”

Fair enough- it’s a pandemic. But no where on their website does it mention huge delays and Why advertise the premier if it can’t be fulfilled.

I asked for a refund of the £9.99 premier delivery and they are refusing.

They said the only way they will is if I return my FULL order. Is that not bat shit crazy?

So they would rather make no money out of me. Than just refund for the service I didn’t receive.

What would you do here?
I regret paying the £9.99
I know that’s pennies to some.

OP posts:
SaintVal · 15/01/2022 07:58

I think what's happened to you is wrong although you would have to check the small print. If it definitely wasn't made clear at the point of sale that there were delays in the next day service, then I would pursue it. It's not really about the money, it's the principle and if you have time to let this rumble on in the background whilst you fight it out, then do so, what have you got to lose? Having said that, I know lots of people who would just let this go but I wouldn't! Good luck OP.

DickMabutt73962 · 15/01/2022 08:00

Since they announced the move from Arcadia, the service has gone downhill, so I've unfortunately stopped buying from them which is unfortunate as they used to be my go-to brand.

I bought a dress from them that was shown to have a belt in the photo. Nothing fancy, just the fabric kind that you tie around your waist.

It arrived without it. I messaged customer service (which took days to receive a reply from) and they said send it back and they'd send another. Received it, sans belt. The dress really didn't work without it, it looked like a sack. Messaged them again and they were just 🤷🏽‍♀️ so I returned it and gave up.

Maybe you can try Twitter? DM through there and see if you can get better results, or doesn't matter the cost, it's the principal.

DickMabutt73962 · 15/01/2022 08:01

Principle* Blush

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General shopping
Closebrackets · 15/01/2022 08:03

I wonder if their days are numbered, a lot of their physical shops have closed around here and they always seem to have sales online. On principle I'd probably return the whole order to get the £9.99 as well, even though it makes no sense.

guiltynetter · 15/01/2022 08:07

I don't really understand what's going on with them, they closed down, then said they had been taken over by boohoo, but when I ordered some stuff the other day it was all quite nice and not cheapo thin stuff like Boohoo sell. It was like normal. Dorothy perkins clothes. It was cheap too with the sale and I used another discount code on top. Can't comment on their customer service.

Original poster
SnoozeAllDay · 15/01/2022 09:35

Thank you for the advice and similar experiences.
I’ll definitely not use them again.

It just seems crackers that rather than refund me for the service right now they’d rather I returned every single item first. So they don’t want my money if I want a premier delivery refund.
Crazy.

OP posts:
underneaththeash · 15/01/2022 09:38

They don't have a choice OP. If they've sold you something either a product or service that they can't provide under consumer law, they have to refund you.

Call again

Original poster
SnoozeAllDay · 15/01/2022 10:30

I have really tried to dog my heels in but they just keep saying
“We are sorry but you will have to return your full order for a refund of the premier delivery”

They ignore me when I tell them they need to stop advertising it at the point of payment and how it doesn’t mention anywhere that they are running behind so can’t fulfil it.

Shit service Angry

OP posts:
CorrBlimeyGG · 15/01/2022 10:46

It's cheap Boohoo shite. They treat their workers disgracefully, taking advantage of vulnerable women living in poverty.

Return it all, get a refund, and shop with a retailer that doesn't operate sweatshops.

Original poster
SnoozeAllDay · 15/01/2022 12:48

I’ll definitely be doing that from now on.

I’ve had my fingers burnt now

OP posts:
Bluebluemoon39 · 15/01/2022 12:49

Dorothy Perkins are still going??

misses point of thread

tectonicplates · 15/01/2022 14:11

@Closebrackets

I wonder if their days are numbered, a lot of their physical shops have closed around here and they always seem to have sales online. On principle I'd probably return the whole order to get the £9.99 as well, even though it makes no sense.
All Dorothy Perkins physical shops have closed. They're online only now.
tectonicplates · 15/01/2022 14:13

@guiltynetter

I don't really understand what's going on with them, they closed down, then said they had been taken over by boohoo, but when I ordered some stuff the other day it was all quite nice and not cheapo thin stuff like Boohoo sell. It was like normal. Dorothy perkins clothes. It was cheap too with the sale and I used another discount code on top. Can't comment on their customer service.
But the clothes would've been planned and made ages ago under the old management. We'll probably see the quality go downhill within the next year or two as they gradually make more and more new stuff of Boohoo quality.
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