written by Scott214 on 11/02/2020
Ordered items online but they didn't fit, returned via Hermes 19 days ago and they have still not refunded me - £115!!! They have ignored my emails. Next step is head office/trading standards/bank I guess. Shocking, never buying from again.
written by Thedons13 on 18/01/2018
Poor customer service when trying to amend a delivery address. Blame like culture. If the staff are treated half a bad as the customers I truly feel sorry for them. Has completely altered my view of the brand, which up to now was extremely good. Online ordering and delivery has really let this down. Lucky to have made it to 2.1 rating. Will never buy from them again.
written by TiffanyTaylor on 21/12/2017
Mid November I ordered a jumper online, unfortunately it didn't fit and I had to return it. I received acknowledgement of my return on the 29th November, we are now on the 18th December and a I have still not received my refund, despite emailing twice. I have been shopping at Superdry for years and I will never use the online service again. I have done this before and they have always been slow but to refund but it is normally refunded within 10 days.It is equally disappointing that they can't even be bothered to reply to my emails, I thought they were better than this.
written by CherishTempleton165 on 24/11/2017
Superdry used to just be exchange-only, which unlike other reviews have said, I had always been made aware of at the cash desk. Since offering refunds they have extended it from a 14 day to a 28 day period. Never had issues with returns. Customer service in my local store is always great. I sign up to the newsletter and sometimes get exclusive offers e.g 10%-20% off. Clothing is great, if a little on the neat size. I vary in clothing stores from a UK 12-16, although normally a 14. Their "L" size normally fits but for slim fitting t-shirts I need to go up to an "XL" (their biggest ladies size) and some of the shirts can be a little neat on the hips. The jeans are hit or miss with me. Some are perfect but some don't even go over my thighs but that might be a "me" problem considering I'm a bit bigger than average. I don't have as many problems as some people saying they have to go up two, maybe three sizes - nor does my partner who wears a S-M normally and a M-L in Superdry. The pricing can be a bit much but considering the expense of River Island and Topshop, that clothes fall apart almost immediately, it is worth it. We always find something we like and the best thing is they do free home delivery and next day click and collect to store. Very impressed!
written by Goodmannb111 on 31/05/2017
Recently ordered a gift card online and was very impressed that it was delivered the next day. Great quality products for a reasonable price. Have never experienced any problems with service.
written by Ruby1231 on 04/07/2016
Superdry had a great offer on recently, selling items 3 for 2! I purchased a jumper, hoodie and jeans totaling £155! bargain! The jeans didnt fit and I took it ack to Bullring store to exchange for a jacket which my brother liked instead. The rude and ill-mannered assistant informed me that I would have to bring back the remaining worn items so she can physically see them in order to exchange the unwanted item? Not seeing or understanding her logic behind this I argued its wrong. She told me its store policy and there was no point in arguing with me. She flaunted customer services number which I called and they made her exchange it. She then had the nerve to call me argumentative ?! Ridiculous! Superdry really need to employ people with a little more intelligence.
written by nickst17 on 10/01/2016
I went into the Peterborough Queensgate store a few days before Christmas and again a few days after. I have come across shoddy attitudes from store staff before but this place takes the biscuit. Staff standing round doing nothing and ignoring customers,talking amongst themselves ........(they call this 'merchandising').....and when you have the temerity to complain at them till, you are told off. Several days later in the same store, when returning an item with my mum - a jacket which did not fit, I was spoken to in an appalling manner by a cashier and one of the managers. I have spoken to Customer Services twice now and they are not remotely interested. The best bit - their staff are allowed to yawn and look disinterested as it makes them 'normal'........you could not make it up. Having shopped in Superdry in Sheffield and Norwich, where things could not have been more different, all I can say is the Peterborough branch needs a bit of a shake up and some of the staff in there need to remember that customers indirectly pay their wages, in addition to which the Customer Service team needs to take complaints a bit more seriously.
written by Bradeny115 on 08/04/2015
Regardless of the fact there is a tiny sign by the tills, any shop which refuses refunds to customers a reasonable time after purchase is only after short term cash, not a long term customer relationship. Sort if out Superdry, you're in line with the UK Sale of Goods Act but is that good enough? Shame as your clothese are ok.
written by DavidHutchison on 17/03/2015
I bought a Superdry day backpack on line. The bag arrived fine but I did not have a chance to use it for 10 months as I was doing extensive travel and was not large enough. When I returned to NYC and started to use it, within a 4 months the zipper broke. The heat seal left go and I took it to a repair place and they said could not be repaired as the process they used was a short cut and made it impossible to repair. SO I used the bag, which I paid USD70.00 for 4 months and it broke and there was no warranty on it. The company is selling a style and not a product with ANY durability. I would not recommend them to anyone and I would never purchase another product from them.
written by on 14/02/2015
I bought a denim bag (montana denim) from the superdry store in York i had heared a lot about super dry as being a good brand I loved the look of the bag so I oppted to spend £50 on the bag for school it was labeled as a school bag in the store. At the price I thought it would be amazing and last ages but I was wrong the zip had broke within some weeks it came off the teeth and couldn't be fixed. I was distressed when I realise it only had a 28 day exchange policy which meant that the bag had to be brought back in its original condition, usually used for items as presents if the person doesn't like it. Despite this I have to admit the quality was very good material wise but the zip was not. I'm annoyed because it was advertised as a school bag which would be used nearly every weekday. I'm disappointed as I thought superdry was suppose to be a good brand. I wished I had gone for a cheaper bag as it would of llasted a lot longer. My friend also bought the exact same time and it too had broke the exact same time mine had. I had also thrown the reciept away toox
written by vanidhar on 12/02/2015
“Terrible customer service” - will never buy anything from the again. “customer service” - thats a joke Bought these shoes online and clips came out within a day .. maybe this was just bad luck .. Called them they said send it back from collect plus and as they dont excehange at the store. Sent & received from collect plus to SD.. now they wont even talk about it .. it takes them 10 working days to process the return ?? Dude its £275 shoe ?? I had to call them three times, you are always in the Q .waited for almost 15 mins to get a human voice . and the customer service rep says. Today is 9th working day since we received it .. wait for 2 more days and call back ???? What the ?? “Terrible customer service” - they all just lost a customer
written by Kirklandwq1956 on 29/01/2015
Bought a t shirt and after a week noticed a hole had appeared in it. Took it back and would not refund me only offer an exchange. I stated if item is faulty and returned promptly under the sale of goods act 1979 I am entitled to a refund. They still said exchange only. Couldn't be bothered to fight with them. If they can't offer a decent service when an issue arises more fool them Avoid
written by bob52 on 10/01/2015
I bought jacket from Super dry store in Windsor. There was awful low light in store. On coming home i did not like jacket. So i bought jacket from another superdry store that was a bit close to my home. That store did not accept jacket for return/exchange. They asked me to return it to store where it was bought. I took jacket next day to Windsor store, they refused to refund. They offered exchange or gift vouchers that would expire in a year time. There is no mention on receipt or in store that we would not be able to return for refund for purchase. This is big catch for customers. They hide their negative face. Will not RECOMMEND SUPERDRY TO ANYONE. I AM GOING TO TAKE THIS CASE TO SMALL CLAIMS COURT.
written by TylerSinclair on 08/01/2015
I was bought a jacket from superdry as a gift from my partner. I didn't like the colour and the shop didn't have the colour so decided I'd order the colour I like online, and take the jacket that was purchased for me a week before with receipt back to the shop. When I got to shop they refused to refund our card. THey said I could have a gift receipt, I advised that the budget we had to spend on a jacket was 100.00 and that I'd purchased another jacket from, Superdry online. I didn't want to spend £200.00 with superdry and have a credit, I wanted the card refunded. They were totally unhelpful. There is no returns policy statement visible telling you this, else I think it would totally change customers approach. I also bought my partner a T shirt as parrt of her Xmas, she decided she would prefer a different design. I still had the receipt at work, so she took it back to the shop regardless, in the Superdry bag, all still with tags etc, only to be told she needs the receipt to swap it for a different design. The shop is hardly just round the corner from us, they will not get my business again! Oh I had to send the jacket back I bought online, and get the credit that way! One thing is for sure, they may think they have a returns policy that purely suits Superdry, but they know nothing about retaining a customer base! I'll move my purchases to other brands!
written by 454Greer on 02/01/2015
Bought clothing which did not fit and they only offered a 12 month credit voucher for the amount. This is appalling as all proper retailers offer a full refund in the payment method used. Next time will buy on line as distance seller regulations provide proper protection to consumers. Why bother going to their stores to make the purchase as you could be stuck with clothes that don't fit and a pointless 12 month credit voucher.
written by Levesque1949 on 01/01/2015
Policy of not refunding on items not worn is appalling and ignorant of a company. Their online shop allows free returns with the option of a refund, which is why I have given them one star. But it is no wonder that their stores are always empty.
written by Bexdiston on 29/12/2014
Bought a jacket as a Xmas gift for my hubby he is a standard U.K. large, jacket is too small so took back to exchange, xl and xxl still not a suitable size not standard uk sizing in this jacket. Wouldn't refund only offerred exchange or credit note however nothing else suitable as the gift was to be a jacket. My argument is there is something wrong with the sizing so not satisfactory... Still refusing to refund. I wouldn't recommend this store for gifts and certainly do not buy if you are unsure. Never had trouble returning anything in any other store. Super dry bit to big for their boots in my opinion and to be honest too many people wearing super dry logos so quite glad I won't be buying from them again and blending in with the crowd!!!
written by on 24/12/2014
Ordered a coat online for my dad at the start of november but sizes come up small so it didnt fit him. Would have been livid if i purchased instore as you cant get a refund. But what is more pain staking is that it took 3-4 weeks for a refund of £75. Would never buy from them again its almost as if they didnt want to let me have my money back. Not acceptable I would advise to try before you buy, gifts or not !!
written by Skye152 on 29/09/2014
as per title - im a bloke buying 2 tees for daughter, no mention about returns policy. daughter doesnt want a superdry is mainly worn by parentss nowadays.
written by kittymeow on 27/09/2014
Less than a year ago I tried on a hoodie in a shop and it was lovely. Very soft, plush, clean, and new, making it worth the price. I figured I'd buy one for the next autumn/winter. So I ordered off their website this month, the same 'orange label' zip hoodie I had seen in a shop. Don't be fooled, I guess just about everything is called 'orange label' and that is in no way an indicator of what you are getting. The photos on the website actually showed the old style I had tried on, the plush/new type of fabric. I could tell as the ribbing was the same, it had the standard width hem the old style, and no rib trim round the pockets, just the standard cotton with a foldover seam. It was a shiny new luxurious, soft, fluffy hoody. What I got was the 'new' style. The new style is cheap and nasty. The ribbing is extended to triple the original width (they still have not fixed the website photo to show this). There is also ribbing at the pocket edges now. This ribbing is made of horrible cheap feeling polyester, not cotton like the old ones. The overall fabric was also cheap feeling. No longer are these soft and plush. They have replaced the soft fabric with some sort of high polyester content junk. Very stiff, thin, and cheap feeling, with the strangest texture. Definitely not soft to the touch, this feels more like I'm rubbing a thin doormat! Also, instead of looking new, it looks used. It's got that fake 'vintage' finish that makes your hoodie look 5 years old. I wasn't after that charity shop look, I was after the NEW looking hoodie that was pictured on the website. They didn't send the wrong thing by the way, this is just the new version of it. I've just returned it via their collect + returns system, still waiting to see what happens with that. They never posted my review of this product on their website either. Their quality has gone way, way downhill. You're better off getting a £5 chinese hoodie from ebay, it will still be better quality than these!
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As rated by our community of reviewers
Ritaora0432's Response to Ruby1231's Review
Written on: 12/09/2016
What was the employee's name or describe them or nothing can be done if the employee was rude