Has anybody else got cheated by Roman?

[SoWrong2025]

I can't believe how much time I have wasted on trying to return clothes to Roman. I love their clothes but I will never buy from them again. Sorry this is long and boring but I don't want anyone else to waste their money and be stuck with clothes they can't return.

Tldr: don't order from Roman. It's incredibly hard if not impossible to return clothes.

Before Christmas I ordered a few clothes. There was a return slip in my delivery parcel but because my order email said I could generate a return slip online I didn't keep the hard copy slip. Their return period is 60 days. I was super busy over Christmas and in January with both my kids being pretty ill but then finally tried on the clothes and decided to return some of them about 2 weeks before the 60 days return period was going to expire. I tried to generate a return slip using the link in my email but kept getting a message saying my order number is wrong. When I tried to call Roman I was put on hold every time and usually gave up after 20-30min. When my return period was finally expired I bit the bullet and just waited till I got through just to be told that the online return generator doesn't work and the only way you can return clothes is by keeping the hard copy return slip that is included in the delivery package. They say their return period is bery generous and i should have used the hard copy slip but how does it help to have 60 days to return my items if i can't do the return the way they say i can. Now of course They refuse to let me return the clothes because now obviously I am out of the return period. Why on earth do they say to generate a return slip with the online generator when they know this isn't possible?

Has this happened to anyone else? What did you do to get your money back? If you are planning to buy from Roman then don't. I have read other reviews as well where people complained about not receiving their refund for months or at all in spite of being within the deadline. They are just horrible.

That's rubbish.

Fyi for anyone who does want to buy clothes from Roman: Next sell quite a lot and they're really easy to return to.

The one time I bought from them and returned the items, I had to phone up about 4 times to get my refund, it took them over 30 days after they received the items back, to refund me.

I’d never order from them again, not even via another retailer.

I ordered four dresses from Roman two weeks ago. This was my first order direct from them - I've had some via Matalan before now.
I tried them on the day they were delivered and made my choice. The next day I packaged the three unwanted dresses up and later that week took the parcel to the post office as instructed on the pre paid returns slip enclosed with the parcel. Three days later I received a full and correct refund, minus a £3 charge (this was also clearly stated also indicated on the returns slip).
This is just to balance out your shitty experience with them

I've never bought anything from Roman but 60 days is extremely generous. Many retailers give no more than the statutory minimum 14 days.

And really - you were so busy you couldn't find 10 minutes to try on the clothes?

The returns policy is one of the clearest and most generous I've seen. They send you a pre-paid return label and allow 60 days to return clothes. They charge a £3 admin fee. You've only yourself to blame.

Roman FAQ

”When my return period was finally expired I bit the bullet and just waited till I got through”

Honestly, there’s no way I’d expect a refund after the 60 days. I wouldn’t even bother trying after that much time. You’ve had aaaages!

Yes and I am glad that you have never had to go through a shitty period where you just couldn't deal with a clothes order for a while.

The length of their return period is misleading. You get 60 days to make up your mind whether to keep the clothes or not. The 60 days are not to figure out the return procedure. Even if the returns length was a year it wouldn't have helped if they don't tell you what the actual returns procedure is.

I bought from their shop a few years ago and when I returned the item, was told they only gave credit notes. Not sure if this is still the case (probably not if they sell through Next), but it totally put me off buying anything from them.

Shops don't have to refund items bought in store unless they are faulty.

Unfortunately they don't state anywhere that this is the only return label. On the contrary they clearly say you can generate a return label online using the order number. If I could have done that I would have been well within the 60 days.

I am still waiting for a refund, it's been a year now and I've given up.

Their terms and conditions on their website are very clear. There was a return slip with the clothes.

You had time to open the parcel, extract the return form and bin it. Why on earth would you throw it away at the point when you hadn't tried the clothes on?

Because it clearly said I could generate a return label online in my order confirmation email.

It's still an unusual and frustrating policy.

i have never had any problem with them

That makes no sense. They had provided you with a ready printed, pre- paid return.

Why on earth would anyone bin that and think it's more convenient to generate and print their own return label? Presumably the clothes were still in their packaging - why not leave the paperwork with them?

And, no I don't work for Roman and their clothes are nothing I would wear but a 60 day, prepaid returns policy is really generous.

I've returned loads to Roman and never had any problems whatsoever. This is your mistake OP. You didn't use the label provided and didn't phone up for over 60 days. How did you think that would work out?

The point is it doesn't matter how long their return period is if they mislead you on how to do the return. It clearly said I could generate a return label online. And when I tried to do that it said that my order number is wrong so I spent some time trying to figure out what exactly is the order number. I had no reason to believe at any point that I couldn't use the online return label generator because nowhere does it state that.

I didn't bin the return label by the way. I've got no idea what happened to it. I just couldn't find it.

I tried calling. Couldn't get through and as I said I had too much going on to stay on the line for that long especially since at that point I was just calling to ask which of the numbers was the correct order number to use.

I just checked my email again. It states that their return policy has changed and to please click on this link to make returns. Then when you click on the link it asks you to enter your order number to generate a return label.

I just tried it. The link still asks you to generate a return label online. It is misleading.

Why didn't you check their website? It says what to do if you don't have return slip. There is a clickable link which opens up a form. Although why you didn't put the paperwork back with the clothes is bizarre.

It also gives a direct customer service email which promises they will reply within 5 working days. Even if they didn't meet that deadline you would have a copy of your sent email.

The website also tells you what to do if you can't find the return label. It clicks through to the same online submission form.

Roman help

Yup. Exactly. So now you think that you can actually use the online form. As did I. But then the form doesnt actually work. It returns an error message saying that your order number is wrong. When I finally got through to roman customer service they admitted it doesn't work and you need the original hard paper copy thst is included with your delivery.

Yes I should have emailed them but for some reason I missed the email address..

If you mean the online contact form that is different. It doesn't link to that from my original email. It links to a return label generator.

That's not what you were saying in your earlier posts. You said you were clicking a link on your email and it didn't work.

There is a link on their website which you can use to contact them. The order number isn't a mandatory field.