Terrible customer service via AI. You can't speak to a human adviser. Be warned, I shopped online at Dorothy Perkins and got charged £3.99 'Delivery Protection' via a pre-ticked box. Under consumer pr... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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 a... See more
Company replied
I'm waiting for full refunds for 2 orders totaling £140.82. As has been the case yet again DP customer service is beyond appalling. With no actual useful contact only bot assistance. Rebecca who... See more
Company replied
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 i... See more
Company replied
Company details
Information provided by various external sources
With a great collection of affordable, feminine womens clothes updated daily in sizes 6 to 22, Dorothy Perkins offer dresses, maternity clothing, boots, tops, cardigans and coats.
Written by the company
Contact info
United Kingdom
- www.dorothyperkins.com
1.6
Bad
4K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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Terrible returns experience
I went through their inpost returns procedure, which means I got texts and emails from inpost advising me each step and when the item was received back to the warehouse.
After a week I chased this as I had no refund and it wasn't cheap - nearly £70 - but the AI kept telling me when the item was received it would be refunded. I asked to be transferred to a person and was told there was a wait (this was 3pm yesterday, it's now 1pm) I've sent a follow up message with no response.
I've provided the inpost tracking and followed their guidance so I'm really annoyed (and out £70!)
4 December 2025
Unprompted review
Reply from Dorothyperkins
Hello Becka,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Good service
3 December 2025
Unprompted review
Reply from Dorothyperkins
Hi Christine,
Thank you for taking the time to leave us a 5* review!
I’m so pleased to hear you are happy with the service. Positive feedback is great to hear, and we appreciate your kind words.
Thank you and take care.
- Rebecca
Waiting over 4 weeks for a refund!
Am waiting over 4 weeks now for a refund. I returned 2 coats and only received refund for 1 coat. Have tried to email / whatsapp but you get an initial acknowledgment and "we will look into it" and then don't hear anything again. They have got £60 of my money. I will not buy from Dorothy Perkins/ Debenhams again. They are holding onto people's money for goods they pretend they don't have. Shame on them.
6 November 2025
Unprompted review
Reply from Dorothyperkins
Hello Clare,
Thank you for taking the time to leave a review, and I am sorry to hear you have yet to receive a refund for the second coat you have returned.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Scam company
Scam company! Retuned dress which was too big, the day after I received it. Got confirmation Inpost had returned the dress which was 4 weeks ago and was promised a refund on the 24th November, then the 25th. Nothing has come. Customer service is terrible and they completely lie to you.
Had a text today to say the refund was process on the 19th November yet not had any money come through or email. Requested help from my bank to raise a charge back, bank came back to me and said they were also ignoring them.
Will report to trading standards and ombudsman as this is a disgusting company. PLEASE DO NOT BUY FROM DOROTHY PERKINS!
15 October 2025
Unprompted review
Reply from Dorothyperkins
Hello Andrea,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Whatever you do, no not purchase from these
Whatever you do , do not order thorough dorothy perkins or debenhams. Ordered 3 items, returned the next day. They acknowledged a return and processed a refund (apparently) but almost a month later still no refund. I email once or twice a day and get an automated reply . No one to actual talk to. Absolutely shocking service. Also in reply to your message, its been over , way overdue for a refund. Check your records. Crappy reply. Annoys me even more!!!
9 November 2025
Unprompted review
Reply from Dorothyperkins
Hello Phoebe,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Scam company took money for a product that I won't get
I have ordered a storage ottoman under the order number DUX047326947. Later it was cancelled by the seller as it was not deliverable to my location. I have paid a total of £93.18. When refund was initiated there was only £83.70. Such a scam. For something that I didn't receive I paid around £10. Never again buying anything from this place everagain. I advice not to deal with such scam company.
25 November 2025
Unprompted review
Reply from Dorothyperkins
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that the delivery charges and parcel protection weren't automatically refunded when the order was cancelled. I have refunded these for you now, and this will be back in your card payment account in the next 3-5 working days.
If you have any further queries regarding the order or refund, please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.dorothyperkins.com/pages/informational/contact-us
Take care
- Rebecca
Wish I’d read the reviews first
Why have you automatically ticked the box for delivery protection? I hadn’t noticed this until I had paid and wondered why the total price was higher. As others have said there is no way of contacting the company as you just get an automated reply which is nothing to do with your question. I was looking to see if others had had a similar issue and came across the dreadful reviews on here and now regret ordering from here as I know I won’t be keeping all of my items. Wish I’d looked at reviews first but as a reputable company, you don’t expect such poor customer service. It seems the response on here is also automated too…
26 November 2025
Unprompted review
Reply from Dorothyperkins
Hello,
Thank you for taking the time to leave a review. We have recently introduced a new option at checkout for additional protection for your parcel with Swap protect. Customer’s do have the option to opt-out of this if they don’t wish to purchase before checking out. It is a customer’s responsibility to ensure you are carefully reading and understanding the options available before continuing to the next page/step. These options are clearly set out online, and selections made at this stage are final once you continue. Once an option has been selected, we are unable to make changes or cancel it.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor.
Take care
- Rebecca
I'm waiting for full refunds for 2…
I'm waiting for full refunds for 2 orders totaling £140.82.
As has been the case yet again DP customer service is beyond appalling. With no actual useful contact only bot assistance.
Rebecca who responds on here for DP....maybe apply for a job that gives you some job satisfaction and maybe some purpose?
25 November 2025
Unprompted review
Reply from Dorothyperkins
Hello Mary,
Thank you for taking the time to leave another review, and I am sorry to hear that you have yet to receive your refunds.
I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Many thanks,
- Rebecca
Terrible AI customer service and pre-ticked boxes
Terrible customer service via AI. You can't speak to a human adviser. Be warned, I shopped online at Dorothy Perkins and got charged £3.99 'Delivery Protection' via a pre-ticked box. Under consumer protection laws, consumers must give active consent for extras like insurance, meaning they must opt-in by ticking an unticked box. I also notice the default ticked box for refunds is to gift card so look out for that too! Such a shame to see a company which I've loved in the past treating customers this way.
13 October 2025
Unprompted review
Reply from Dorothyperkins
Hello Rachel,
Thank you for taking the time to leave a review. We have recently introduced a new option at checkout for additional protection for your parcel with Swap protect. Customer’s do have the option to opt-out of this if they don’t wish to purchase before checking out. It is a customer’s responsibility to ensure you are carefully reading and understanding the options available before continuing to the next page/step. These options are clearly set out online, and selections made at this stage are final once you continue. Once an option has been selected, we are unable to make changes or cancel it.
Take care
- Rebecca
Wrong item received and zero customer service
I ordered a brown satin shirt dress and received a brown knitted sleeveless bodycon. I've been trying to get into contact with Dorothy Perkins/Debenhams and have gotten no response. The dress I received was labelled wrong. I do not want to pay to return an item I did not ask for.
12 November 2025
Unprompted review
Reply from Dorothyperkins
Hello Zaynab,
Thank you for taking the time to leave a review, and I am sorry to hear that you have received the incorrect dress.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Refund still not processed
Order ref DUX045410614 the only reason I'm giving a 1 star is because they're isn't an option to give 0. I returned an order in October, they confirmed it was received and that they were processing my refund and I should have it within 10 working days. Just like most of the comments here, I still haven't received my refund, have emailed twice and raised a complaint but as always no one has come back to me and I still haven't received my money back. I had the same issue with Debenhams a few months ago and the only way I could get my money back was by raising a charge back with my bank. Until this day Debenhams still hasn't contacted me and instead blocked my email and I haven't been able to order from them again. It suits me because I will not buy from them again either, I believe they are all the same company now? So no surprise that the problem has repeated itself. It has been one of the worst experiences shopping from this chain. The price they charge for some of their clothing (which in some cases are actually pretty good quality), you would think they would have their customer services team in order and would look after their customers a bit better. Anyway, I have had to go and raise another charge back dispute with my bank for this one and I have to say, NEVER AGAIN.
16 November 2025
Unprompted review
Reply from Dorothyperkins
Hello Sandra,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can see the refund for both the items in your order has been processed.
We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
Awful customer service
Awful customer service. Ordered multiple items unknowingly from different brand partners when I have gone to return some I have found that I have to pay £1.99 to each different brand partner. Not only that I have not received a returns label and are getting nowhere with their customer care team!!
13 November 2025
Unprompted review
Reply from Dorothyperkins
Hello Tricia,
Thank you for taking the time to leave a review. We do operate as a marketplace in order to offer our customers great prices on a wide range of products from popular brands. You can find the details of the delivery and returns of concessionaire items on the website, and a full list of the brands below. https://www.dorothyperkins.com/pages/informational/concessionaire-brands
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Crap service (Next day delivery)
Crap service.
Paid for next day delivery service but the items have still not arrived. What is the use of using paying more money and using this service when the order doesn't arrive as per next day delivery?
Contacted customer service but no response. Very disappointed.
Order Number: DUX046180059
7 November 2025
Unprompted review
Reply from Dorothyperkins
Hello Krishna,
Thank you for taking the time to leave a review. I can see that your order was placed after the cut-off time, which means the order was still processed on next-day delivery service but for delivery by the 8th November. I can see on the tracking that this was delivered on time. You can check all the delivery information, and cut-off times, on the delivery page on the website linked below.
https://www.dorothyperkins.com/pages/informational/delivery
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
My order DUX045567451 on 23rd October…
My order DUX045567451 on 23rd October consisted of 8 dresses. Was delayed by the carrier as had notification from them. 1 dress arrived on Tuesday 4th November in a parcel that had been taped up (assume it split and they got separated) all dresses show as delivered but still missing 7. Contacted DP Tuesday but still no response. Extremely disappointed in them.
4 November 2025
Unprompted review
Reply from Dorothyperkins
Hello Claire,
Thank you for taking the time to leave a review. I am sorry to hear that you haven't received all of your items as the parcel was damaged i transit.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
I am still waiting for a refund for a…
I am still waiting for a refund for a returned teddy bear coat. I received an email weeks ago, to say the coat has been received back and I will be refunded in 14 days. That time has lapsed by 10 days. Emailing them, the response is a generic email saying they will respond in 48 hours but they don't respond at all! I have written to their Head Office but still no response. There is no telephone number to call, it is only email or Messenger text. Appalling company. As a pensioner, £80 is a lot to lose!
7 November 2025
Unprompted review
Reply from Dorothyperkins
Hello,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
NO REFUND RECEIVED
I sent a return and got an email confiming that they received my return on 22nd October. There is no email to confirm that the refund was issued since so I contacted them via Messenger, was told that the refund was issued on 22nd October. Still no email or refund received. Then I was told that they cannot investigate further because the refund was issued one month ago. It is 16 days ago since they supporsedly issue a refund that is nowhere to be found. They owe me over £80!! Please someone contact me asap.
7 November 2025
Unprompted review
Reply from Dorothyperkins
Hello Juno,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
Absolute shambles
Absolute shambles. You acknowledged receipt of my return on 7 Oct and I am still fighting for a refund. Going to go out of my way now to slate you where possible. The worst customer service I have received in a long time. Never buying from you or Debenhams ever again. Oh and you mention that it might have been a Boohoo item.. don't care, out of the three mentioned above, what it was, no excuse for this level of appalling service.
6 November 2025
Unprompted review
Reply from Dorothyperkins
Hello Michelle,
Thank you for taking the time to leave a review. I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Many thanks,
- Rebecca
AVOID!!
AVOID!! I will never order from this company again. Never write reviews, but feel like people need to be aware. Placed order on the 21st September (DUX044559682) still awaiting refund for the items I returned and that were received back on the 10th and 15th October. It is now the 4th November!! Tried getting in touch, just told refund has been processed?!? Don’t get anywhere. Not looking likely will ever receive my £111.84. Terrible customer service.
UPDATE
Thank you for your reply, but based on what you write you clearly do not care about customer service at all. My refund took nearly a month, so clearly only state your timescales if you actually stick by them. I have evidence of when the refund was processed and that’s only today after receiving a response on here. Only wrote a review to advise, and warn others as I have never experienced customer service as bad as I have on this occasion. No apology just stating incorrect timescales and telling customers to ‘take care’ very patronising. Terrible experience, will not order from Dorothy Perkins or Debenhams again.
4 November 2025
Unprompted review
Reply from Dorothyperkins
Hello,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. The refund will have been back in your PayPal account by 25th October and 30th October.
Take care
- Rebecca
Avoid
Really wish I’d read the reviews on here before I purchased, however I assumed everything would be ok from a recognised name . Only 2 of my 3 orders arrived and one of these items was the wrong item which I do not want ! I am therefore about £70 out of pocket . I have text and WhatsApp , a reputable company would have a phone number however I am just met with automated responses saying agents are busy . I would like someone to contact me with regards to my refund please .
4 November 2025
Unprompted review
Reply from Dorothyperkins
Hello Kerry,
Thank you for taking the time to leave a review. I am sorry to hear you haven't received all of your items, and that one of the items you have received is incorrect.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Awful customer service no stars deserved
Awful customer service. Ireturned a parcel on 7th October 2025 via Royal mail collection.
It is now 3rd November and despite numerous emails and messages I still haven't received a refund. I will never order from here again. Just get told it's being processed. I'd urge everyone to avoid this company.
3 November 2025
Unprompted review
Reply from Dorothyperkins
Hello Julia,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion, and we hope you decide to give us another chance in the future.
Take care
- Rebecca
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