Topshop Reviews 

Hello ,

It has been more than 6 months that I sent the jacket back and I m still waiting for my money.
This is  unacceptable from such a big brand as top shop.
If I didn’t t check my bank account ,you could have just kept the money and never gave it back.
This is the 6  mail I m writing after I returned te jacket !!!
If you don’t respond I ll make sure you will hear from my lawyer and I m certain if you choose this way it will be more expensive for your company  than just the cost of a jacket.

Went to top shop they are rood black fish they said it was ok I gave it back I said its burnt they said it's ok chips are like rubber if people go there good luck no good food and they don't care

I am so happy that i can still buy the same things on ASOS!

After a long Odyssey, started in January, I found out a way to get in touch via email with Arcadia customer service (yes, they answered back! Still not very helpfuf).
I am determined to receive a clear answer about my "lost" refund.
It speaks for itself, the treatment reserved by the customer service was very, very poor.
As other users' already mentioned, Asos couldn't help with my refund.

NO REFUND since returning purchase in January 2021, it is now April.

Like with other customers, I kept emailing from February through to March, and as soon as I sent over my proof of postage & tracking ID (over 3 times to them) including proof from Hermes directly that they delivered my parcel to their warehouse, they stopped replying to me. :(

I then used Resolver to help me contact Topshop (now ASOS) directly (as after 28 days of waiting I could escalate my complaint). ASOS have explained they CANNOT REFUND my money because Topshop (Arcadia) has been acquired by ASOS, so they have no evidence of my order. And they asked me to contact my bank instead!

Through using Resolver, the email from ASOS/Topshop replied with:
“When ASOS brought Topshop this was the brand name and stock, this did not include any previous purchasing history this was still held by the Arcadia group. This does mean that I am not able to access any information regarding any previous orders placed with Topshop nor will I be able to locate this information. This does include your order.
Arcadia still ran their customer care for over a month so that you can query and orders or returns. Their customer care has now shut down because the returns timeframe for all orders has passed.
As these orders were placed with Arcadia and not ASOS, ASOS is not liable for any orders that were placed before the Topshop name became part of ASOS. ASOS is only liable for orders placed from our website and not for any orders placed on any other websites including those placed with Topshop while it was part of Arcadia.
This does mean that ASOS won't be able to look into this further, I would advise reaching out to your bank.”

Does anyone know what's happening with in store purchases made the day before the last sudden lockdown back in December, before it was announced topshop is closing? I seem to come to a dead end every time I search for any information on returning in store purchases.

I returned my items over a month ago and still have not been issued a refund. I have tracked the parcel as it was sent back via hermes and it says that it has been delivered to them.

After searching for a way to contact them, I found the topshophelp twitter page which read that DMs were closed but they had a link to the Asos contact page. I spoke to someone there who had no clue of what to do. They said I should find contact details myself. I asked if they could provide me with an email or number and they didn't have any contacts. I cannot find any method to contact them about the refund. Ridiculous considering that Asos now own topshop- they should at least have the details that they expect us to find.

They took 6 weeks for my last refund because of the whole transfer to asos situation. The quality has always been better than most high street retailers and the premium mum jeans are irreplaceable so i am
Glad to find them on asos!

Wish I had never returned my items not only have you got the items you also have my money with no one to contact asos just as useless they own the company now so are obviously receiving all returned items and not refunding I'm completely disgusted and won't be using any of these company's again

Do not order. If you have, don't return it or you won't get a refund. Advise reporting to Trading Standards along with their newly acquired TopShop and Dorothy Perkins. Just Google "report company to trading standards" and fill in the form.

Update: you can try and email the CEO at nickb at asos.com

Hi, all the complaints listed below are so recognisable. Is there anyone who has been able to find a contact number or email address that does work?thx!

Trying to get in touch with them since January. Haven't heard anything from them. Seriously doubting if they actually have a costumer service, which would be ridiculous since this is an international webshop.

I would recommend anyone who has purchased from topshop and returned items but not received the refund, speak with their bank and request a chargeback of the refunds. Clearly that is the only way any of us are going to get a refund.

Same as everyone else, I have not received a refund for the return I raised through the topshop returns portal as instructed after ASOS took over topshop.

Can’t find any contact details for topshop online and having read these reviews figured ASOS will not help either. But contacted them anyway just to ask for an email address for topshop.

I wish I could upload the chat I had with the agent I spoke to. She wasn’t rude at all or anything like that, but it’s clear from the chat that ASOS havent got anything in place to assist the customers of the company they bought - they don’t even have contact details for the topshop returns team, they say.

I simply asked for an email address to contact topshop on, explaining I know ASOS wont help with the refund, from reading reviews online. They still just said “we can’t help we have no information on your return” so I said I understand that, but I’m just asking for contact information for topshop. The final response I got was “-we haven’t got any information from topshop, we are informed they are completely closed” but you OWN topshop!?

Ridiculous, and reflects terribly on ASOS as it’s their company now.

Further to this, topshophelp on Twitter actually directs you to ASOS in its bio if you need any help. So you are just going round in circles!

This is literal theft and as I work in financial services I would advise everyone who hasn’t received their refund within 28 days of the return to raise a chargeback.

Ordered something from them in January. Due to missing information my order was stuck in customs for a month and then sent back to Topshop.
They took the money from my bank account but never returned it.
Customer's service was dreadful and not helpful at all. Said the refund was processes on the 8th of February but money never arrived. Kept giving me wrong information about my order, amount of money to be returned and bank account.
Contacted Asos since they now own Topshop and they said they couldn't help either. Told me to keep trying to contact Topshop.
Now Topshop's customer service closed. Asos still doesn't want to help.
They kept my 125€.
I read on their social media account about tons of people in the same situation as me.
Worst experience ever. I used to buy from both Topshop and Asos all the time but will never do again!
Someone should sue them!

Like many other customers I am waiting for the return of goods that went to their Distribution Centre in error. The items totalling just under £300 were received by them in March last year. Despite a confirmation from Royal Mail Top Shop kept using the excuse of COVID. I was in constant communication with them until January when they asked for copies of the tracking details. As soon as they had proof that my items were with them all contact dried up. Surely as consumers we have some form of protection against this. Any suggestions would be welcomed.

Like many other customers I've been trying for weeks to get my £100 refund for items I returned in January. They ignored my emails and now their email address is no longer working, and ASOS aren't taking any responsibility. Whole thing is a disgrace. I'm contacting Financial Ombudsman.

The worst experience I've had with a company. I sent my order back to them 2 months ago with proof of return. Still no confirmation of receiving my return on their end even though I know it's been received. I can't contact customer service anymore, the emails I send are replied to with a automated response saying the email doesn't exist anymore. I won't ever get my refund! This should be illegal!!!

Been trying to get a reply from their customer service team for weeks about a faulty product. They finally replied and sent me return forms and item was collected by Hermes on 26th Feb. I have since had no communication to confirm if this has been received and when my refund will be processed. Replied to the previous email from them which led to a bounce back as the email has now been shut down!! I am now out of pocket and no way of knowing if I will ever receive my refund!!!

This should be a zero like the comments below half of my order didn’t ever arrive and some of the items I returned on the 21st Feb I am still awaiting a refund for. Multiple exchanges with customer service emails but totally pointless as had to explain my issue each time and it was never resolved. If they had no intention of allowing refunds I wouldn’t have ever purchased from them.

I have contacted topshop so many times and I’m getting no where .... they’ve said they’ve refunded me on a gift card that doesn't exist! I paid by bank card and sent them proof of everything via email and I’m getting no responses ...... please reply back to my email and give me my money back ..... I’m scared to even order from ASOS now as they’ve joined with them.