written by busydirector on 10/12/2020
As far as customer service goes, this company has got to be the worst I have had the misfortune to deal with. Given the cost of the clothing from this company I would have expected a better service. I lost button from a raincoat I bought from them, and wrote asking if they could sell me either a single button, or a new set of buttons, in which case I would replace them all. I supplied all the requested, necessary details, product code etc. After getting no reply for several weeks I contacted them again only to be told they had just heard back from the warehouse and they didn't have any spare buttons. The ratio of supplying one button, to me never buying anything from Hobbs again doesn't work out in Hobbs favour. But then, given the majority of reviews I have read regarding Hobbs, it would seem they don't care anyway.
written by PierreRice200 on 12/11/2020
Beware of faulty goods. Shocking customer service. I ordered a pair of boots online. When they arrived, I discovered they had a scuff mark on the toe which had been painted over! Hobbs knowingly sold damaged goods. Customer service told me I would have to return them via the post office during the lockdown. I could wait to return them to a store but, in the meantime, I would be £469 out of pocket for £200 boots as if I re-ordered a new (hopefully undamaged) pair as they would no longer on sale and I would have to wait until after lockdown for my refund. I was offered a price match refund if I ordered new boots and them emailed Hobbs upon receiving the items, to chase them up. So, in summary, I was sent damaged goods in purpose and yet I am out of pocket and significantly inconvenienced. It is lucky this is not an American or Asian company as they would be out of business for such appalling customer service. I will be sticking to other, more reliable retailers from now on.
written by on 11/02/2017
I purchased a jacket £150 and just after one month wearing the button has fallen. I contacted the customer service to get one button spare. They confirmed that they have no button spare!! A big company like Hobbs can not provide a button to their customer?!!! The buttons are in front of jacket visibles so they must be identical...I am very disappointed that they do not care about customer service after sales!!
written by Childers123 on 13/12/2014
I made an order on-line to collect in store,than after few days I received an email stating that my item is ready to collect,went to the store and told me that there's been a mistake and the jacket hasn't arrived yet.Following day I received an email thanking me for returned item.Called customer services been treated fairy,ordered another jacket to come to home address. ok well.....so jacket has arrived plus with a surprise tecso receipts in the pockets and some dirt.
written by Sunnie1 on 23/11/2013
Paid a much larger sum of money than I would normally on a black sweater. What a mistake. I have worn it for the first time today, and the seam around the neck has already come unravelled. If I get bad service, or problems accessing a full refund, there will be a lot of raised voices in their store. Reading the above refunds does not sound promising, considering that the said sweater was not worn immediately. Luckily I have the receipt, but the idea of travelling back into the city because I do not trust their integrity infuriates me.
written by on 21/08/2013
Despite the normally good customer service in store Hobbs has not got to grips with on line shopping. They are slow to respond to emails, their Customer Service team on the phone are indifferent and one month after returning a jacket the money has still not been refunded.Not an experience to be repeated.
written by maryheathyoga on 15/07/2013
I'm disturbed to read of the poor customer service experienced by other paying customers like myself. I have been ringing Customer Services at various times of the day for over a week to complain about a pair of faulty shoes, as I was not satisfied with the response in-store, but the calls always go straight into a queue and each time I eventually have to give up and put the phone down. So last Wednesday I emailed. It would seem that Hobbs do not even acknowledge receipt of emails! Appalling service - on the shop floor, on the phone and on-line.
written by pissedoffwithhobbs on 09/07/2013
After nearly one week ( funds from bank still on hold ) I contacted the customer service team about my online order, my account/order was on hold for REVIEW, now everything I ordered has sold out! Disgusted that they do not hold onto the item's that WERE IN STOCK when I ordered them, especially as they had reserved the money from my bank account. Believe it or not HOBBS, your customers do not know that they have to contact you when an order is up for review, there is nothing in your emails STATING CONTACT US! This was indeed the excuse I was just given, so therefore trying to transfer the blame. This is not the first time they have messed up an order from me, however it is certainly the LAST!!!!!!!
written by on 03/06/2013
I was heavily pressured into buying a jacket by very pushy sales assistant. I took the jacket home and sure enough it looked awful with the dress i was planning to wear it with. I went away for 2 weeks and when I tried to return the jacket went I got back, I was told that there was no refund because it was more than 2 week since I bought it. No refund/ vouchers anything. So a £169.00 jackets is off to the charity shop and I won't buy at Hobbs again. I used to spend 100s of pounds a year there, but no more!
written by on 14/05/2013
Spent 3 days calling Hobbs and their export shipping agents to try and trace our order. Hobbs had little information and did not try very hard and their shipping agents offered little assistance and in two instances we were lied to. Would never use Hobbs again
written by on 11/05/2013
I sent four e-mails over a two week period to Hobbs about my on line order and they didn't reply until I posted a comment on Facebook. They replied pretty fast after that but didn't acknowledge their lack of response or apologise. Do they realise how much these things matter? I'm shocked a company this big is so bad at this.
written by on 27/03/2013
I had a complaint about the way I was treated in store and so emailed the customer service centre. To cut a long story short their handling of it was shocking - the situation could have been easily remedied, I wasn't looking for anything more than an apology and we'll sort the situation out for you. Instead I got 101 reasons why their refund policy was correct and nothing by way of apology. In the end they're going to refund me anyway - so what have they gained from the situation? It was a very bizarre experience. I have been a good customer of Hobbs for many years and have spent a lot of money there. No more Hobbs for me. In the current climate, I find their poor service ethic really shocking. I will go and spend my money elsewhere.
written by on 25/03/2013
I placed a next day order online and there was a small discrepancy between the billing address Hobbs and my bank. I confirmed the address with my bank and there was one small discrepancy: the word 'flat' appears on one and not the other. Hobbs offered no customer support or redress, they simply said it does not match and we are cancelling your order full stop. Meanwhile, their customer service email indicating the order problem indicates a 5 day review period. Needless to say, Hobbs online order system is incompetent and offers no opportunity to rectify the issue; your order is simply cancelled. In hindsight, a cancelled order is a blessing. I saved £120 on this shop and countless thousands of pounds I would have spent in the future.
written by on 11/11/2012
Don't ever order online with this company. I had a problem with their delivery service so e-mailed their customer service team. I received a response stating they would reply within 3 days if they felt it was required. I didn't think this was a great response but though I would wait and see what happened.12 days later I have still received no response and I have no idea whether they will ever respond. All I can conclude is that their high prices do not correspond with a high level of service. You have been warned!
written by on 29/10/2012
I went to the Covent Garden store today to pick up an item I had reserved. I spent 15 minutes fruitlessly trying to catch the eye of one of the more than eight assistants (yes - I counted), to no avail. I spent another five minutes obviously browsing the Hobbs web site on my Ipad hoping that someone might notice. But no! So no service, no sale and I expect Hobbs will go the way of Betsey Johnson and the Dodo.
written by on 21/08/2012
I ordered online a women's suit on sale and went to the Liverpool street shop for shortening the sleeves. The tailor made a huge mistake and one arm is one inch shorter than the other. I left it at the shop and they said they would return it to the tailor. 2 days later Hobbs calls me and the sales assistant with an arrogant tone asks me if it was measured up that way because certainly I must have an arm shorter than the other (to clarify the matter, this of course is not the case!) I have never been treated that way. I will never go to this shop ever again. It is unclear what they propose as a compensation. At the moment they are trying hard to put the blame on me.
written by on 23/07/2012
I bought a black Julie coat from Hobbs Covent Garden store in January sales this year. This was my first Hobbs item. I just wore this coat once and when I came back home in that evening, I realised there were some vertical marks on its back which did not go away when I touched it. I have never worn it again and brought it back to the store on 14 January 2012 just to be told that it does not look like a manufacturing fault. The staff member told me that it looks like burnt out and asked me if I sat somewhere hot! I said I just sat in the underground. I was only given the number of the customer services by this staff member. I rang the Customer Services on 16 January 2012 and explained the situation. They did not accept to send the coat back to the factory to be examined. When I told them if I am not supposed to sit with this coat, they told me that they cannot be held responsible for where I sit. When I said them I just sat in the underground, did nothing unusual and wore it just once, they were not convinced at all. I also told them this was not a cheap coat (150 pounds!). But they told me that this coat is a bestseller that all the customers are happy with. They decided that it could not be faulty, without even seeing it! Both customer services and store staff member were very indifferent and did not offer any help to me. If I am not supposed to sit with this coat just once, how can I wear it again and again? This makes me think that this coat is not fit for purpose and of satisfactory quality, although it cost me almost two hundred pounds. I am very disappointed with the after-sales service level at Hobbs and will never shop there again!
written by on 14/06/2012
I bought a dress in Hobbs recently. The service in the store was excellent but after two wearings the fabric of the dress had holes from a pulled thread. The staff went into an instant process of pushing responsiblity back on to me and have refused a refund claming it's moth damage. Why is nothing else in my wardrobe damaged then?
written by on 10/11/2010
With the wife having spent over £1500 in the Edinburgh Hobbs shop in the last month, I can safely the purchasing experience is excellent, the returning experience is, however absolutly, without doubt, awful.
I returned 2 items today for the wife, and was made to stand and watch for 15 minutes whilst the assistant, and manager both tried a d-fuzz-it comb, to try and show there was no problem.
I'm sorry, but a £40 top, after a couple of weeks should not go bobbly, and ofering me seat when I complained whilst you did this ... you really don't get the customer service thing do you?
Following this they then said the pulling on the other top was "a grey area" as it might not be the fault of the fabric.
This was the manager and an assistant remember.
I really don't care if you can get the bobbles off and by saying it's a grey area you've as good as admitted liability.
But I still had to get stroppy and start raising my voice before they finally relented and offered a credit not, obviously as there were other potential customers in the shop they did not want to lose business.
So my advice, enjoy the shoppng experience, but I really hope you don't need to return anything.
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Rebeccashinn's Comment
Written on: 14/12/2012
Totally agree. I have complained twice about the fact I couldn't use a gift card online nor over the phone and nor would they order the item into store - it's been weeks now and they haven't replied - really lousy.