Terrible service from New Look

[washingsomuchwashing]

Has anyone else experienced this? Returned a pair of jeans with proof of postage and have quite simply given up on getting a refund. Why do retailers do this? I used to buy a lot of clothes from them for my teens.

Have you tried claiming through your card company instead?

I'll try that, thank you!

I returned an item only to get a gift card not a money refund. I’ve been contacting them on the chat and hours later didn’t get a response
I worry if I go into the store they’ll fob me off and tell me to go online

I had issues over Christmas. The online chat was really helpful and resolved my issue quickly.

How long has it been? What are they saying?

I found it odd that when I returned something I store (online purchase) that you can just put it in the returns bin and there is nothing to scan or any proof you have put the item in. I did get a refund but it took 2.5 weeks.

I wonder if they're struggling

Notice you have to pay to collect online orders from store now if under £25!

Stopped shopping in new look when they stopped in store refunds for online purchases. Was always roughly 2 weeks to get the money back in to my account.

They also stopped doing their plus size range in stores and it was only online but the sizing was terrible so having to return items constantly got annoying as well.

Think new look will close this year for good as heard they are struggling.

How long has it been?

Ive always had good experiences with new look- their online chat is great.

Once I ordered a pair of gym leggings and they had a big-ish pull on them. I sent them a pic and said I love the leggings but just wanted to let them know it had arrived slightly faulty, they might want to check other stock. They fully refunded me and sent another pair. So I ended up with two pairs totally for free!

Another time I got a parcel sent to the mail room at my apartments and I think a neighbour must have stolen it. I had a photo from the courier of it delivered, but it wasn’t there when I went to get it. I was furious and didn’t want my thief of a neighbour to be able to return my order and get store credit, so on the off chance I messaged new look and said I know it’s a bizzare request but is there any way they could put a note on my order number so that if anyone ever tries to return them, they won’t be able to? I didn’t expect anything from New Look, I just didn’t want anyone to profit on stealing from me, but New Look were fab and sent me a full refund, which I really expect!

Have u used the online chat or the WhatsApp? I've always found their customer service great

I've never had a problem with New Look - took an online order back to store a couple of weeks ago and have already been refunded. Different story with Sainsbury's Tu however - never got the refund and like an idiot, have lost the refund receipt!

I did notice with the New Look return recently that you now have to choose between getting a credit voucher or something, and being refunded back to your original method of payment, and second option is harder to see!

Just had hassle with a missing parcel this week. They are very hard to contact. I wrote a bad review on Trust Pilot including order number. They emailed me the same day and I had a refund processed within 24 hours.

Defo the way to go with them.

I'm having a terrible time with New Look too. Wonder if there is problems? I purchased an item online, didn't realise you couldn't return / exchange in store. Strange policy. I did however return it in store on 2nd January 2025 and still not been refunded. Contacted them multiple times to no avail. Online chat just says wait and comment every 5 minutes. It's horrendous. I will have to buy something else once i do finally receive the refund because it's a gift card i received for Christmas but unlikely to shop with them again after this.