Percival Reviews 

Returned clothes and was told they have received them but no refund given and they ignore emails. Poor service and clothes sizing is unreliable

I requested a return, but haven't received any label. I contacted percival through their customer service email and no answer either.

Cannot return items until their customer service approves a return request. I initiated a return request TWO WEEKS ago and it has not been acknowledged. I've emailed three times to inquire. Nothing. Beginning to feel like this is a scam to avoid honoring their return policy.

I’ve purchased from this company for a long time so gutted to have had such a poor experience this time round. Definitely makes me think twice about using them again.

Long story short, purchased an item online that didn’t fit. Used their online system to start the returns process nearly and received a message that they are reviewing my request and will be in touch. A week later and I’ve heard nothing so after spending far too long trying to track down any way of contacting them I eventually found an email address and politely chased up my request. A week on from that and still absolutely nothing from them.

I chased again today but at this stage I’m not holding my breath for a response

Such a shame as genuinely love their clothes but feel like I have been let down massively in this instance

Update… Percival have now been back in touch and instructed me to submit the return request which I have done and have now sent the item back. Fingers crossed the refund will follow soon.

It does however make Percival’s response to this review a little confusing

Completely unacceptable returns policy - I've never come across a business where you have to request a return and wait for it for it to be reviewed and accepted before sending back? So, instead of sending the items back for a refund, it's been almost a week and I've had no response to either my return request nor my follow up email to question the lack of communication. If this is how long it takes to authorise the return in the first place, I dread to think how long it will be before I get my money back. I wish I had looked at some of the other reviews as it's clearly becoming a common issue / theme. My email was sent to you at 8:17am on the 7th of July with subject Order #496059 - Return request. Regardless my return request was submitted to you on the 3rd of July at 8:55am and it's now the 9th of July so I'm not sure what's taking so long?

Order placed for linen jacket and two pairs of trousers to ensure one fitted. Suit is great so much so that our son has also ordered a suit. HOWEVER trying to return the second pair of trousers which were too small is proving difficult. Order was received on the 30 June applied to return same day, return still pending.

Update 9 July - as requested I have now forwarded all my emails to them and it has been resolved. Thank you

I’ve returned a suit jacket from this store as I wanted to exchange it for a smaller size. I received an email confirmation that they have received the jacket on the 24th of June but no package has been sent out to me as of yet. I’ve also contacted their customer support team via email but have not received a response. It is deeply unprofessional and I am yet to receive any communication from them regarding my return.

Attempting to make a return via their online portal, entered the details of my return and got a reply saying they would be in touch - they have not since replied to their original message or my subsequent requests for help. I’m currently left unable to send my return back to them.

I’m trying for a refund more than a week now. Haven’t heard anything from them. As a retailer pricing himself with an easy return policy, this is unacceptable.

Clothes are good but for the second time I’m struggling to get a return processed. Receipt was acknowledged on 25th May, not refunded yet and it’s July. Emailed and no response.

Requested a return over a week ago and it is still being ‘reviewed’ if it carries on much longer I will be outside the return period. Emailed to query and also heard nothing. Expect better.

Edit following reply:
I sent the first email on Friday 3rd July at 16:56 and received a generic holding response - I’m not sure why you don’t have this on your records. I have since sent an email at the request of Percival on Wednesday 9th July at 09:22.

Edit:
I have responded and not heard anything in over 24 hours - can you prioritise this please.

I’ve been buying from Percival for years and for a while everything has been great.. but something has changed at Percival.

The quality of clothing is still very good although the sizing and fit is a bit hit and miss sometimes, this is usually easy enough to rectify with a return.

The biggest issue here is with the refund process. I have made 3 separate orders within the last 2 months and had to return the odd item per order. I hadn’t been checking my bank account, no refund for any of the returns. Proof of delivery for all 3 returns. Multiple emails sent, no response.

Update: within hours of posting this review, a refund for all three orders was processed. Thanks Michelle

Ordered a tennis polo shirt on Sat 27th, no email to advise shipping but in account shows a Royal Mail tracking number added Sun 28th which the Royal Mail site advises they’re still awaiting the package. Really poor. Emailed customer service 2nd July but no response

Update: Sent yet another email quoting the reference number given in the trustpilot response and still not heard back, if i do not recieve my money back in the next few days I will initiate a chargeback.

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It's been over a month since I returned an item and still havent recieved a refund or heard anything at all about, even after sending 2 emails following up.

I love the clothes and they ship quickly, but the returns delays ruin it for me. Always refund much later than the 14 days consumer right act window (I've never had under one month and always had to email) and they always say they are experiencing a busy period. I would encourage Percival to hire more staff for returns as the busy period seems to have been ongoing for a long time and can't be fun for the few staff left to handle it.

** I have edited my review to reflect customer services getting in touch**

Refund now resolved - it sounds like they have been rather busy. Would recommend the clothes 👍

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Bought a jacket and trousers for my husband in May. The jacket was slightly too small so I returned it and purchased a larger size. It’s been 6 weeks and I am yet to see a refund. Have emailed customer services but heard nothing back. I don’t like to be leaving bad reviews when the clothes were good but the lack of communication from anyone on the matter is pretty poor. Seems like I am not the only person facing this issue!

If someone from customer services can contact me I’d be most appreciative.

Over a month and still no refund or response to my multiple emails regarding my return. I honestly don’t believe that being busy is a valid enough excuse to not refund a customer or acknowledge receipt of an email. Looking at other reviews feels like the only way to get a response is to leave a bad review unfortunately.

I'm a US customer and my order (491397) falls under your special USA returns process (ordered between June 10 and August 29). I received my order on June 17 and submitted my return request on June 29 — well within the 21-day window. Since then: no return label, no confirmation, nothing. I emailed customer service asking for an update and got no response. I also reached out via Instagram — no response there either.

Now my order shows as outside the return window, even though I initiated the return on time and the delay is entirely on Percival's end. I still have the items and want to return them as originally requested.

Please honor my return and send me the USPS return label. Order 491397.

Terrible customer service. They’ve had my returned items for 2 and a half weeks, no refund and zero reply to multiple emails. Not good enough.

Suit (decent quality and style) arrived bunched up and creased within the outer packaging. I had to pay to get it cleaned and pressed again, I reached out to the company to explain what had happened and no response.