Ghost Reviews 215

I ordered with plenty of time. They said it was dispatched. 5 days later not here.
Said on website 3-4 days delivery.

I have returned a dress which did not fit me via Royal Mail collection method. Postman brought the label and stuck on the item, and then I have received a collection receipt. It has been 3 months, many emails to Ghost Customer Services and still NO refund. They are saying that the label was not put to cover the delivery address so it was returned back to me, and that I should wait to "receive it back from Royal Mail". Nothing was sent back to me and it's been 3 months I have been waiting for my money back. Instead of doing their job and investigating with Royal Mail, they are expecting customers to be out of pocket. Absolutely awful customer service - scamming genuine customers - AVOID!

Still waiting for my order, 16 December 2025. it's been shipped, and nothing yet. Yesterday I sent an email to customer service and still waiting for response from human agent.

I ordered 2 dresses on 1st January 2026, I never received a confirmation email & so I tried to contact them to see if my order had been received. I tried phoning, emailing & messaging on Instagram to no avail. I finally received the parcel on 10th January, unfortunately neither dress fitted me so I sent them back immediately, on the same day. I received confirmation from Royal Mail that they had received my parcel on January 12th. Today is the 27th January & I still haven’t received my refund, I finally received a reply on Instagram as my emails keep bouncing back & no one answers the phone, to say my refund is due to be processed & could take another week to go through. I will never order from Ghost again their customer service is appalling, it’s like they are living in the dark ages, absolute joke of a company. I wonder if I’ll ever receive my refund? Who knows?

Unable to contact Ghost and everything keeps bouncing back on email and no one answers the phone

Returned items for a refund via Royal Mail and the tracking says it was received last week. I haven't received any notification that they have my return or if it has been processed. Sent emails that were repeatedly bounced back (now see that they're having issues with email) and called the customer service line on the dispatch note only to find it doesn't work and the other phone number on their website repeatedly says they're busy and hangs up on you. I don't have time to keep phoning and quite frankly, I don't believe I should have to!

I placed an order and didnt receive a confirmation email through the money was taken from my account. There is zero customer service available to contact (tried phone number, email and social channels). This is my first time shopping directly with the brand and it will be my last. Can someone please provide information on my order or return my funds, I will be raising this with my bank shortly.

Update.
Thankyou for your prompt reply and quick delivery of my item. Sadly it is too large and I am returning it.
However after concerns of lack of communication after ordering, I recieved my item a week later.

I used to buy clothes from Ghost regularly so was happy to order this January. Unfortunately I don’t know what has happened to this company but they must have been brought out- but it is now impossible to speak to anyone. The customer service line immediately cuts put. The customer service email bounces back and nobody replies. No way to contact anyone and my order..? Where is it? Over £100 spent and a week later and no tracking information- it still says “processing” although they have taken my money! Will they ever post it? Who knows I am unable to get hold of anyone to ask. I will never buy anything from them ever again.
UPDATE: They have now apparently sent me half my order. I was sent an automated email to say half has been sent. No mention of the rest of my order. No way to ask. None of it has been yet received. Called them to ask where the rest of my order was as I ordered 2 items. Was on hold for 30 minutes and then they cut me off. Will probably have a terrible phone bill after being on hold for ages. Still no idea where half the goods I paid for might be sent- if ever. Absolutely horrendous service. AVOID AT ALL COSTS!!!!
UPDATE 2: Further to Ghost’s comments below NOBODY has responded to or replied to any of my emails at all so when they say a customer service agent has been in touch with me they are lying!!!! Also I still don’t know where the rest of my order is!! Also the email they detail below- DOES NOT WORK and I get a message saying it’s undeliverable! What an absolute joke.
Update: well it is now almost a month since I made my original order. Half never came. I was told I would get a refund. I am still waiting

It has been impossible to contact Ghost London by email or telephone for a week. I did receive one email from a Fatima telling me to click on a link for a return label. I did this and it was a bad gateway. All my subsequent emails have bounced back to me!!? Up-date, still can't get through despite Ghost saying they had contacted me. This doesn't mean I can get a reply back to you. Up-date three-Fatima wanted me to spend money on a return label and attach it to the email, A-the label is impossible to send B-if I had paid for a label, the message would just have bounced back anyway!! Please could Ghost help me out by sending the parcel back to me and charging me! Up-date- was just texted by Ghost and asked to call urgently them giving me their phone number-and no there was no one available AGAIN to take my call!!! You have to laugh-or you'd cry.

Ordered 2 dresses. No confirmation email - waited a couple days emailed them to confirm if they had received - 3 days no response still. I’ll give it a few days and raise a dispute with PayPal.

Still waiting for my order to be delivered by Royal mail, using tracker app was informed Friday then Saturday still nothing yet...not Ghost fault directly but they shoukd be complaining to their delivery firm.
I ordered this on 31st December.

I ordered a dress, received no confirmation of order it was delivered after 2 weeks. I returned it a couple of weeks ago again no email. I have sent at least 3 emails with no response. Also no reponse by phone which just cuts off!! Discusting customer service

12.1 25 I have had a reply to the above which claims they tried to help saying they emailed (Which I have not recieved) and I am waiting still for a refund!!!!

30th Dec 202t Bought dress online and have order no. And my money was taken immediately. I have received no acknowledgement or confirmation of dispatch. Have emailed them twice - no response. Have tried ringing customer services but get message of - no agents available. Ring back later have been ringing every 10 mins for 2 days - no change. This is appalling.

Placed order 1/1/26. Did not receive order acknowledgement. Have sent several emails with no response. Tried to ring but always says "no support agent is available to taker your call" Where is my order ????????? Worst customer service ever.

I have sent two requests for a refund to customer services and had no reply. A dress I received on December 1st was too big. I sent it back carefully packaged the next day and now, 2 weeks later, I have had no communication at all about the return. I have my post office receipt to prove it was sent but what do I do now? This is my first and last order from Ghost!

Ghost Fragrance. Appalling customer service. No reply ever! Ordered Orb of Night Elixir refill and was sent Orb of Night regular refill which I don’t need or want. Website says returns label included, which it is not and also says email for return address, but nobody ever replies. This is ridiculous to pack up incorrect orders and not respond to customer service and returns inquiries. So are your customers just stuck with incorrect items?

Recent offer, two gift sets for £20. I ordered both Orb of Night Elixir and Deep Night Elixir, but received Orb of Night instead of Deep Night Elixir.
Used the website 'contact us' but no response from Ghost.
Eventually received a response via their Facebook page asking me to DM, 48 hours later still no response.
Perhaps update the automated message to "we won't bother contacting you, tough luck".
EDIT- thank you for responding, this review was a lost resort to try to elicit a response. I used the Ghost Fragrance website contact page on three separate occasions, zero response.

I ordered a dress from Ghost London for a Saturday wedding on the Tuesday evening, and paid for next day delivery (expecting it to come on Thursday morning - as I'd place the order late!), specifying that I had a wedding on the Saturday and it was really important. After no dispatch email was sent for two days, I followed up with the customer service team, who told me on Thursday late afternoon that the dress was out of stock! I was £200 out and no-one had told me so I barely had time to sort out a replacement! I would recommend that people order Ghost through John Lewis - I placed an order for the 'out of stock' dress with them at 6pm, and it arrived the following morning at 9am. The dress itself is very pretty + I have been promised a refund so I've tacked two stars on, but I was disappointed by the lack of communication, and as a young person with limited disposable income, being £200 out with nothing to show for it is a big deal!

I have brought multiple items over the years from ghost and never had an issue.
As I loyal customer I reached out to the customer service over an item that was clearly faulty and they denied it was faulty and offered no support.
Don't shop here. Quality is not what it once was and their team are shocking