The Rake Reviews 302

Emily was Incredibly helpful when I had trouble with my order, great friendly team at the Rake!

Jamie was incredibly helpful in guiding me through my purchase - I would recommend this service to anyone!

If you were thinking of ordering from The Rake. Please let me tell you my experience. I ordered a pair of trousers for my son and a suit for myself, for a wedding. Perfectly easy online purchase...or so you'd think. This was on the 22nd of September It is now November the 4th and I am still waiting for a refund. The trousers got 'lost' first at customs (I only found out later The Rake have moved operations to Italy and so beware you pay 20% import tax on anything you want to try on if you keep it or not, so basically costs you £80 just to try on a £400 suit). After chasing daily with no one getting back eventually we hear they have the trousers, great news....then nothing arrives...chase chase chase...they did have the trousers but now the trousers have been rejected by customs and sent back (goodness knows where from or two, none of it makes any sense). This is now mid October and now of course the wedding has passed, absolutely pointless. The trousers are refunded upon request but no refund for the suit....they can't find the suit. It is also lost...very unlucky...they can't locate it and cant refund without locating it. Chase chase chase, threaten bad reviews etc, chase chase chase, it is now Novemebr 4th, they have the suit THANK THE LORD...but as ever...there's a problem...what you ask could possible go wrong now in this saga of woe...well I'll tell you..the IT system that issues refunds is now broken! Who saw that coming??! certainly not me...so no refunds can be issued until further notice. This company and brand is fur coat no knickers. They push out images like the one to left..luxury, style, beauty, class....it is beyond them to send a suit and pair of trousers (which weren't cheap either totalling about £700) to be tried on. In such a competitive market place don't waste your money or time here, really really don't, their selection of clothes is undoubtedly excellent but their service is abominable....and of top of that...they seem to lose everything the touch. With their track record it's a wonder any of their models are clothed at all.

Refunds drag on for weeks (although in fairness they do answer) and free shipping and returns seems to be an esoteric concept as they still withheld a fee for the returning an item and refunded that tax which was more convenient to them (i.e the lowest). Never again, you lost a customer. Congratulations

Once again, wrong item sent, after the hassle of the apologies and the item being returned. I finally received a partial credit with my original shipping cost of $30.00 not being refunded along with the gift card I used.
They blamed the vendor and told me "sorry we no longer refund shipping costs" How convenient.
Though it was not my fault that they sent the wrong size yet again and the correct size was out of stock.
Multiple e/mails to Emily, Batiste but NO RESPONSE.
spent close to 10 grand with them in the last year and would not buy a pair of shoelaces from them at this point.
Normally I just move on when I get genuinely screwed by a vendor but this was the last strawI can go on...
Late deliveries
Items sold that are no longer available
Poor packaging etc.....
Lost items..
You are on your own.
I am not going to even suggest that it has all been bad because most of the items did make it to me without incidence, but if it gets lost or there is a problem..
GOOD LUCK with them resolving.
Lot's of apologies but no resolution.
Seriously Hit or Miss" with these folks.
Like gambling with your money in a casino but without the free drinks.
Nice going "Rake".
All show and no go!

I ordered a bespoke made watch through Revolution, which involved a few interactions with the Client team. Although the process wasn't super smooth, there were some mix ups in the order detail and delays with the production. I fully understand these things do happen, but the team (especially Bapiste) went 110% to ensure smooth communications, to keep me updated me with the progress. Him and his team also added some wonderful additional touches to the order, which made it the purchase and delivery even more special! I really appreciate Bapiste going above and beyond to make my experience purchasing from the Rake smooth and with a very personal touch. I wouldn't hesitate contacting Bapiste or buying from Rake again!

Ordered 20/8 with a seven day estimated delivery. Now 05/10 and not dispatched. Customer services constantly give excuses but never a true response.

I took legal advice this afternoon that confirmed that under UK distance selling rules unless otherwise agreed by both parties they have 30 days to fulfil an order otherwise the contract can be voided and they have to give a full refund so the solicitor will be writing to them.

Personally I could live with the delay, I’m fed up of the lack of clear answers about when it will come or where it currently is.

Once again The Rake have sold me (for £420) stock that they do not hold. To make things worse, if you are a UK customer and order something that is based in the UK (like Anderson & Sheppard/ Edward Sexton /etc.,) the British company has to send the stock to Italy for The Rake to then send it back to the UK. How ridiculous and environmentally unsustainable is that? In this case they were told immediately by “the Brand” (in this case Edward Sexton) that not only didn’t they have the stock but that The Rake were advertising stock that was 3 years old and has been sold out at that time. Yet they still maintain that they are waiting for Edward Sexton to send it to them and still have my £420. This isn’t the first time that they have done this to me. The Rake do not keep any stock. They seem to be an unnecessary middle-man.
I swore never to buy from them again - I should have listened to my own advice.

They sell products they don't know🤔
I contacted the "mister" baptiste. UNRESOLVED problem. Solution: I will not buy or recommend this "elegant" store to anyone‼️‼️

Take money for orders they cannot fulfill, lie about dispatch, never answer telephone, very slow to answer emails. All style no substance

Avoid like the plague!!! Unless, you are actively looking for headache and to have your money stuck with them, then I’d highly recommend to go other more reputable online shops (or buy directly from the brands they stock). Firstly, my order was not dispatched within the advertised 4 business days (it took an email from me and a further 3 days for them to do so, apparently they waited for the item to be sent to their warehouse in London but I received it from Italy????). Secondly, the item was purchased on sale but it seems that they declared the full value in customs declaration forms so I paid a higher than expected customs fee (their excuse for this was that FedEx may have charged a handling fee of some sort). And finally (the worst part), was when I had to return the item as it turned out to be too big (and they sold out of smaller sizes). As it stands, full 4 weeks have passed since the item was received by the returns team and still the refund hasn’t been executed (keep in mind that it will take a further 2 weeks for it to be fully processed). Since then, I wrote at least five emails asking for updates and for the return to be processed - the last response was that Emily will be back in a week, that the matter had been escalated to senior management (who is that, Wei Koh personally?) and they’re chasing their Finance Manager. I guess it’s all just a facade or illusion that The Rake created of being a trusted and reputable company. I have just written my final request for them to solve the matter amicably, otherwise i will be seeking legal advice on the matter and even taking to social media channels, if necessary. After all, people need to know what potential trap they may be falling into with these guys.

FIRST, Of course THE RAKE is an extraordinary publication. Fabulous photography, well crafted articles, and delightful peeks at vintage fashion and lifestyles. Every page is simply a treat.
SECOND, While I have only had two encounters with Customer Service, both were handled in a timely manner and PROMPTLY!!!

I had a fantastic shopping experience buying a sold out watch simply by registering my interest and being placed on a waitlist. Was very surprised I got the opportunity and the buying experience was fast and simple. Ever since, I have received amazing customer service and support from Baptiste and his team. Thanks!

I have found myself in precisely the same situation as many other reviewers' experiences here. Absolutely terrible customer services; phones never get answered, when emailing with Jamie and then Emily at customer services, Jamie first does not reply for 7 weeks until I again request a reply. Then in his reply he does not answer what I originally asked, sidestepping the awkward question. He passes me on to Emily, the Customer Services manager who then further avoids answering the very specific questions that I am asking, one passing me to the other but neither actually answering the all-important specifics. The Rake quotes guidance and conditions that they claim has been given to The Rake by one of their shop suppliers in order to justify their position but when I check with the shop directly this turns out not to be true - no such guidance or conditions were given. The original issue was that I purchased an item in The Rake summer sale; price was agreed, payment was made by me and payment was accepted by The Rake. Then, out of the blue The Rake claimed that the item was no longer available and that my payment would be refunded, yet I continued to see the item available at various prices - full price and reduced - over the following weeks. I am currently in the process of following legal advice over the matter, explaining to The Rake that The Rake entered into an agreement with me by accepting my payment for a product clearly advertised on their site and that they are legally obliged to honour it and supply the product to me at the price agreed between us. The Rake is neither at present honouring this obligation nor is it behaving in any sort of decent way. I will of course be continuing this action for as long as it takes but the purpose of this review is just to strongly warn everyone out there that you cannot trust this organisation The Rake. Be very careful indeed when considering spending your money at The Rake.

Terrible store. Sent defected item. Second purchase - sent wrong size. Next purchase - waiting for shipping 2 months!!!! Not received item after 5 months!!! Opened dispute. They refuse to return money. That is not the end of the story (were 3 more orders). The orders were made almost at the same time that's why that happened. Otherwise I wouldn't order several times. But they also illusion you by "I am sooo sory, we will escalate this problem to higher management. That is not the Rake standards". Yes! That is exactly the "Rake" standards. Avoid this store if you don't want this happen to you.

I have bought many items from The Rake, and I have always found their service to be excellent, they stand out from so many online stores as they genuinely care about their customers. Baptiste in particular is an excellent representative of the brand and their service ethic.
Awesome !

It is impossible to get anyone at customer service. They do not answer their phones at all. They recommend emailing. When you email it can take over 48 hours for any response that isn’t then resolved… and they just string you along. 4 days. 5 days. It is inexcusable given the image they seek to portray and frankly the image I’d like them to have. Just awful bit because they offer bad service, they offer no contact.

I recently purchased my first Rake magazine. Unfortunately, it arrived terribly damaged, so I wrote to customer service. I was not asking for anything. I was simply making a suggestion that they should use better, more sturdy packaging for international deliveries. To my surprise, I got a response from none other than Jamie (The Rake) Atelier. When the Publisher himself, not some anonymous customer service rep can take the time to respond to such a minor matter, that says something. Even though I did not ask for it, He sent me another copy. Which I am happy to report arrived in mint condition. It really is a beautiful magazine. Made to exacting standards with the highest quality paper. It’s definitely worth collecting. Thanks Jamie, you have a new subscriber for life!

Andre P. Lucero

I’ve had maybe 4 orders from The Rake. With the exception of one item, all have had customs issues of one sort or another. My most recent order was stuck in customs for 4 weeks and I had to speak to FedEx myself to get everything sorted and have the item delivered.

Additionally, they recently cancelled an order claiming that the items are no longer in stock when they appear to sill be available on The Rake website. What’s up with that? I guess they don’t want my business. I’ll spend my money elsewhere!

They clearly are not up to competing with the big boys of international luxury menswear e-commerce. Time to go back to school!

I have had a wonderful experience with Baptiste and The Rake! He was so helpful and easy to work with. Went way above and beyond with his fantastic customer service. I am so pleased with my beautiful new watch that has a very special meaning to me and my wife and I couldn't have gotten it without all his efforts. I highly recommend them.