Dorothyperkins Reviews 

Misleading Christmas delivery

Worst customer experience ever. Would give it zero stars if I could. I will never buy from Frasers group again. Placed order DUX046581181 on 14th November 2025 for 3 items of clothing totalling £84.24. Returned the 3 items on 20th November 2025. Received notification these had been received on 22nd November 2025 (although did not see this email until I got in touch with customer service in December as it had gone into my spam). Multiple attempts to contact customer service which takes over a week to get a response each time you respond to an email even if you reply immediately. No refund was received in my bank account when queried the refund due they said one item had been missed off the refund and they refunded me £28.08 for one of the items to my credit card and said the refund for the other items had been processed. I complained again when I still had not received this refund and was finally told that the other two items had been refunded to a gift card for £59.77. I responded informing them I did not request a refund to a gift card and just got the automated response saying we will be in touch. They are clearly not processing refunds correctly as can be seen by the partial refund and by other reviews and by the time I get a response the giftcard will likely have run out anyway as they only give 90 days to use it. Is this the tactic used for keeping customer money?

Further update: They are now claiming that I selected the refund via gift card which I definitely did not and say they cannot do anything now. I have started a charge back complaint with my bank but by the time that is sorted the gift card will probably have run out anyway as apparently they only last 90 days so I will probably end up over £50 out of pocket. I feel this is their tactic.

Absolute scammers...order items that turn up separately from different"brand partners" ..returned all but 1 item back in November and I'm still waiting for my refund I've contacted and contacted and been told refund in process for various items...Absolute shambles!!!! Do not order from this company

It is now 26th January and still no response, oh wait, that is not quite true. This is what I received on 17th January when I chased them again on "Our Customer Service team will respond to your email as quickly as possible between the hours of 7am - 10pm UK time, 7 days per week". Looks like I will be taking them to court, not just for the cost of the dresses not received but for my time of chasing, £15 per letter/communication and the £35 fee of submitting said small claims.

TO BE CLEAR this order was placed on 9th November 2025. So 2 months is the usual for a reply then? 56% of your reviews is about poor performance in regards to refunds and returns. You are clearly in breach of many laws DP. I ordered 4 dresses and only 2 arrived. I measaged on whatsapp and got their autobot saying all 4 were dispatched, which isnt true. I have emailed 3 times, whatsapp and fb messenger them and no reaponse. I love DP dresses, but this experience has made me realise with no customer call number issues like these will not be resolved. Effectively DP have stolen/committed fraud and gone silent. Do not buy from them.

Returned 5 dresses only refunded me for 4 dresses ,emailed them twice but no reply not happy .update dorothyperkins have refunded the missing dress thank you

One of the worst customer services ever. The items arrived in poor quality and wrinkled. When trying to resolve the issue, the customer service did not cooperate and did not refund my postage costs, so trying on these items has cost me, and it is not supposed to. Thus, it is not worth buying from this company when there are many online retailers that offer free returns. I will watch out to see if they refund the money for the items in due course.

I will not buy from them again.

Bought a monsoon black bandeau dress . Received a white laced dress. No customer service available. Charging delivery insurance with preticked boxes which is Completely illegal. Kept one top from 10 items. All extremely poor quality items. Some with the do not remove tags already loose in the bag. Should be shut down immediately. Save the stress, anxiety and youre money from buying from this awful store. Ive no doubt they are going out of business soon

I returned a coat to DP (DUX047214531). Royal Mail tracking shows it was delivered back to them but I haven't received a refund. There is absolutely NO WAY of contacting them. On the website, it says there are 3 options, there is actually only ONE, which is Facebook. I'm not on Facebook. The other link to Messenger is broken, with an error code coming up. I'm absolutely disgusted that this is the way customers are being treated, there is zero customer service and it seems that the retailer is trying very hard to make it impossible for people to contact them to resolve any issues. Happy to take your money but reluctant to give it back when they actually send the wrong size item. If this review is read by DP I would appreciate some form of contact or information about how I can actually get to speak with someone!

Customer service member Kai was very quick to respond, was to the point and did not waste my time

Sadly, DP has gone down hill drastically. They have no phone number and no email address. They only have social media messenger which is answered by AI and never actually answers your question. When asked to speak to someone, AI tells you they’re very busy and no one ever gets in contact. I’m still waiting for my refund and looking at legal advice now as there’s no way of contacting them.

Paid for next day delivery (should have been delivered 10th Dec). Hasn’t even been dispatched yet and seems impossible to get any sort of update from a human. DUX048554405

Edit, arrived 12th Dec. Please refund the next day delivery cost.

Despite having paid £9.99 for the annual unlimited delivery service, I was still charged £6.99 for next-day delivery. I later discovered that this delivery service does not operate on Saturdays. I subsequently received an email advising that my delivery had been delayed, yet the £6.99 delivery charge was still applied and has not been refunded.

I have attempted to contact customer support via both Messenger and email; however, I have only received automated responses which do not address the issues raised.

In addition to the delivery concerns, the item I received was incorrect — I was sent the wrong jumper.

At this point, the service provided has fallen well below an acceptable standard, and the failure to deliver the goods as agreed constitutes a breach of contract. I am requesting:

A refund of the £6.99 next-day delivery charge

Resolution regarding the incorrect item received

A proper response from a customer service representative

If I do not receive a satisfactory response within a reasonable timeframe, I will escalate this matter further, including seeking advice from Citizens Advice before taking appropriate next steps.

5 items never arrived but the AI is telling me that they have all been delivered! Can't get through to an actual person and I am >£100 out and left with no christmas gifts

I ordered from here at the end of October and returned the clothes 20 business today and still no refund. It is very poor customer service. I will not be ordering from here again. Saying that they are busy is a cop out and their is simply no excuse for how they treat their customers. I am beginning to think that this entire company is one big scam. Do not use. Stay well clear.

Order number for dorothy perkins in case they are interested DUX045596175

I have unlimited delivery on my account yet when I try to place an order, every delivery option is chargeable. I cannot order an item I want for Christmas as I refuse to pay for delivery. Contacted the ‘customer service’ for what it is but I highly suspect I will never hear from them. Meanwhile, I have paid for a service that I am not benefiting from. Absolute joke!

I rated this a one star as there was not a zero option. I messaged them over 3 weeks ago as I was having issues returning products ordered on Dorothy Perkins. 6 emails and 5 wattsapp messages later I am still waiting for a response. I also wanted to know why I had ti send my products back to 3 different places each with a £1.99 return fee, when I ordered them from the same place. They obviously don’t feel customers are that important as there isn’t a number you can ring to speak to a human being. Given their atrocious customer service I can figure out why. They said they were busy yet have sent an email asking if I still needed help and if so provide my order number which has been in every message I’ve sent. Given they haven’t responded I would have thought they knew the answer to that. I escalated it to a complaint because I know they have to respond sooner still nothing. I explained that the deadline for return was fast approaching that has now passed. I am never ordering from anything to do with Debenhams again. I shall keep emailing them in the hope I get my refund before the end of 2026!! Such a shame Debenhams used to be such a trustworthy company. But now I would warn everyone to Steer clear!!

Bad service. Paid next day delivery, but still didn’t receive my order. Contacted the actually delivery company and they said my parcel is still with the sender, so make it make sense. Contacted the IMessage channel and the AI kept saying wait till 9pm, which I did, and once I messaged them again, I got no replies.

I ordered 2 jackets from them and returned them immediately so i can get my refund and buy something different but since then I'm waiting for my refund and got nothing back. They confirmed on 24th November that they got my return back and processed my refund but its been 13 days and got nothing back in my account. You can't talk to anyone because they have AI and it jeep repeating the same thing. AVOID DOROTHY PERKINS!!!

How do I get in touch with this crappy customer service???? I have a refund to organise but YOUR REFUNDS PORTAL DOES NOT WORK.

ITS ORDER Order Number: DUX046976551

scammers!!

Honestly the worst customer service ever! The company is an actual scam. I assumed it was the same Dorothy Perkins I’ve shopped in for many years- It’s not. I placed a large order on 27/11/25, my order number is DUX047458457 the order was due to be delivered on 4/11/25. I have had not one dispatch email or tracking details. The AI messages were trying to convince me it would be arriving yesterday by 9pm. Shock alert- it didn’t! Customer service via email have now said it was never actually dispatched and there is a “delay”. Terrible terrible terrible! I have had to raise a card dispute with my bank as a fraudulent transaction. Debenhams, Dorothy Perkins and BooHoo are all scam companies and websites. Beware and do NOT buy from them. Save yourself the hassle

**Update**
8/11/25 parcel finally arrived. Ordered 28 items 9 arrived and it’s says complete order. Absolute scam! Putting through a claims on my credit card tomorrow. Disgusting company. They should be ashamed of themselves just stealing peoples money!