All was fine except the returns process: they hold the money for 2 weeks before issuing a refund. There is no emails or communication except for the automated robotic messenger chat which is quite spe... See more
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Review summary
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I returned an order two months ago. The refund still hasn't come through. The responses from the chat bot and customer service agents has been painfully slow; one reply every few days. I keep having t... See more
Company replied
My order was not delivered on the day that was specified. I messaged and felt that they were blaming the courier and vice versa. All of a sudden was inundated with updates. The dresses arrived but do... See more
Company replied
If I could leave no stars, I would. A massive order worth hundreds of pounds Fd was slow to be dispatched, and then “damaged beyond repair” by EVRI. I sent the certificate of destruction to Coast via... See more
Company replied
Company details
Information provided by various external sources
Discover women’s occasionwear and wardrobe essentials. Shop the new Coast collection now, including dresses, jumpsuits and accessories.
Contact info
United Kingdom
- coastfashion.com
1.5
Bad
3k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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This is a money grabbing company. Be aware of 3rd party protection default charge of £9.99
Worst company I’ve ever known to do online ordering.
I was a VERY LONG standing customer of COAST, mainly buying long dresses for black-tie events.
Since they introduced very low standard clothing the service too had gone down 10 fold.
Refunds are dealt with a very long time of chasing. Always their reply ending with the standard statement- Due to high volumes, it may take up to 4 days to receive a reply, however we will aim to response as quickly as possible. Weeks gone no more be ever bother to get back until you start chasing. Appalling.
The latest is to introduce the Swap Protect, a 3rd party protection product covering parcels showing as delivered but not received, lost parcels and items that are damaged in transit. This is a £9.99 as a default charge at the end of the order. Regular customers like me will not notice it until you are chasing for a refund/an over charge . Then I am told once purchased this cannot be cancelled or refunded. For me to aware that the delivery protection option is pre-selected by default at checkout. To avoid being charged for this if it's not wanted, it must be manually deselected before placing the order.
That’s a charge setup to get more money for a downgraded service.
I am surprised they are still in business with high % of very bad reviews.
With such bad reviews and my personal experiences DONT BUY FROM THEM. LOOK ELSEWHERE. 😤
11 November 2025
Unprompted review
Reply from Coastfashion
Hi Rachel,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear about your issues with your recent order.
We do value your feedback, especially when it helps us identify areas for improvement.
We have recently introduced a new option at checkout for additional protection for your parcel with Swap protect. Customer’s do have the option to opt-out of this if they don’t wish to purchase before checking out. It is a customer’s responsibility to ensure you are carefully reading and understanding the options available before continuing to the next page/step. These options are clearly set out online, and selections made at this stage are final once you continue. Once an option has been selected, we are unable to make changes or cancel it.
Thank you and take care.
Rob
Concession returns links broken
I purchased a number of items through Coasts website which were delivered by Debenhams. When returning the items the process was straight forward for the Coast items but the ones purchased via a concession, Adrianna Papel is non existent. It says "click on the link" to go to Adrianna Papel returns website but it just goes to an Evri page that says 'Oops something went wrong". I then went onto the Evri site to return to Adrianna Papel and completed the sections and go a returns label but at no point did it ask me how I would like to be refunded.... why would it, its an Evri site. Now I need to wait to see if I receive my refund as I do not want a credit.
23 January 2026
Unprompted review
Reply from Coastfashion
Hi Oliver,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear about your issues with your recent order.
We do value your feedback, especially when it helps us identify areas for improvement.
I'd kindly advise to contact customer services for an update if your refund still hasn't been received -
https://www.coastfashion.com/pages/informational/contact-us
Thank you and take care.
Rob
Dreadful return service
Dreadful return service. I returned good 20 days ago and still no sign of a refund. It was an expensive item so they are keeping hold of my money. No way of talking to someone, chat bot that just makes things up and dismisses you. Coast used to be high end and quality. Clearly not anymore. The brand was Karen Millen - there brand is now tarnished with the same Brush. I now have to dispute though my credit card.
19 January 2026
Unprompted review
Reply from Coastfashion
Hi Rebecca,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear about your issues with your recent order.
We do value your feedback, especially when it helps us identify areas for improvement.
I'd kindly advise to contact customer services for an update if your refund still hasn't been received -
https://www.coastfashion.com/pages/informational/contact-us
Thank you and take care.
Rob
Joke of a company.
What a joke you have to OPT OUT of delivery protection £10:45, as well as pay a delivery charge. Since when does someone decide for you?! It’s a con to get free money out of each unsuspecting customer. If only I’d read these reviews first as I am now dreading returning the items if refund is so slow. Perhaps I’ll raise this with the credit card provider? Zero stars
17 January 2026
Unprompted review
Reply from Coastfashion
Hi Sallyann,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear about your issues with your recent order.
We do value your feedback, especially when it helps us identify areas for improvement.
We have recently introduced a new option at checkout for additional protection for your parcel with Swap protect. Customer’s do have the option to opt-out of this if they don’t wish to purchase before checking out. It is a customer’s responsibility to ensure you are carefully reading and understanding the options available before continuing to the next page/step. These options are clearly set out online, and selections made at this stage are final once you continue. Once an option has been selected, we are unable to make changes or cancel it.
Thank you and take care.
Rob
Terrible company!
I wouldn’t even give this company one star! But seems I had to so I could write a review. I returned a dress in October 2025 and I still have not received my refund. I just get automated emails saying they have a high volume of emails and will respond as soon as they can. Third email today and the same response. It’s disgusting that they don’t even respond properly to their customers. I will not order from Coast again! Will I ever receive my refund? Feeling doubtful!
17 January 2026
Unprompted review
Reply from Coastfashion
Hi Sonia,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear about your issues with your recent order.
We do value your feedback, especially when it helps us identify areas for improvement.
I'd kindly advise to contact customer services for an update if your refund still hasn't been received -
https://www.coastfashion.com/pages/informational/contact-us
Thank you and take care.
Rob
Reviews of terrible service
I was about to order a wedding outfit but on reading all the terrible reviews. I have decided to go elsewhere.
Coast you need to get your act together otherwise you will have no customers
16 January 2026
Unprompted review
Reply from Coastfashion
Hi Leita,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear you weren't happy with the service.
We do value your feedback, especially when it helps us identify areas for improvement.
Thank you and take care.
Rob
This is the worst customer service I…
This is the worst customer service I have ever received. I have never written a Google review but felt compelled to do so. I bought 2 dresses from Coast, I kept 1 and returned the other. I have received no refund and when I try to contact them I receive automated messages back. Please please do not buy any product from this company.
22 December 2025
Unprompted review
Reply from Coastfashion
Hi Shari,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear about your issues with your recent order.
We do value your feedback, especially when it helps us identify areas for improvement.
I'd kindly advise to contact customer services for an update if your refund still hasn't been received -
https://www.coastfashion.com/pages/informational/contact-us
Thank you and take care.
Rob
Customer service awful returns process a nightmare
I ordered several dresses to try on to wear to my daughter’s wedding. None of them suit me and the quality and fabric isn’t good enough for the price. In my opinion. I am now trying to return them all and I’m finding this incredibly difficult. Customer service services is via Mesenger or WhatsApp and takes hours or days to respond. I now have two returns and they are telling me they can’t cancel one. I am reluctant to just return the items because then I have no money and no items there is no one to talk to and definitely no help. I would give zero stars if I could I will never shop there again.
14 January 2026
Unprompted review
Reply from Coastfashion
Hi,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear about your issues with your recent order.
We do value your feedback, especially when it helps us identify areas for improvement.
I'd kindly advise to contact customer services for an update if this still hasn't been resolved -
coastfashion.com/pages/informational/contact-us
Thank you and take care.
Rob
Long wait for delivery
Ordered items not bad selection although the sale mainly included clothes in the wrong size for me.
The items look good quality and the discount was decent.
I have not yet received my parcel. I ordered on 28th December, so new year etc I have waited 7 working days so far.
28 December 2025
Unprompted review
Reply from Coastfashion
Hello Lynn,
Thank you for taking the time to leave us a 4* review!
I’m so pleased to hear you are happy with your recent order experience. Positive feedback is great to hear, and we appreciate your kind words.
Thank you and take care.
- Rebecca
HORRIBLE customer service
HORRIBLE customer service. There is no phone number to call no one to speak to online just the stupid AI bot.
DO NOT ORDER FROM THIS COMPANY.
I won't get my refund now and I'm fuming.
7 January 2026
Unprompted review
Reply from Coastfashion
Hello Lou,
Thank you for taking the time to leave a review. As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case.
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor. Please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.coastfashion.com/pages/informational/contact-us
Take care
- Rebecca
Where is my refund?
Where is my refund?
I have confirmed tracking that my return has arrived but still no refund of £149
Can’t contact you as it is just an AI assistant and you just go round in circles. Disgusting Customer Service. I want my refund or I will be taking you to the small claims court.
Terrible company. Avoid.
21 December 2025
Unprompted review
Reply from Coastfashion
Hello Clare,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Two Months & No Refund
I returned an order two months ago. The refund still hasn't come through. The responses from the chat bot and customer service agents has been painfully slow; one reply every few days. I keep having to repeat myself.
2 January 2026
Unprompted review
Reply from Coastfashion
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear you have yet to receive your refund.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Shocking customer service
If I could leave no stars, I would. A massive order worth hundreds of pounds Fd was slow to be dispatched, and then “damaged beyond repair” by EVRI. I sent the certificate of destruction to Coast via email with no response after 2 weeks. The text message system has been replied to sporadically, and the portal I have been advised to use to process my refund request does not recognise my order number. At this point, I am worried I have been robbed of over £700. An incredibly frustrating experience that is still not resolved.
1 January 2026
Unprompted review
Reply from Coastfashion
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that your order has been damaged in transit.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Very poor communication
I did not get an acknowledgement email or an order number.
I thought it was a scam.
I emailed them and email failed.
My clothes arrived, exactly what I ordered.
28 December 2025
Unprompted review
Reply from Coastfashion
Hello Michelle,
Thank you for taking the time to leave a review. I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Many thanks,
- Rebecca
AVOID!!!!!!
I ordered an expensive wedding outfit from Coast. It was a dress & hat. The dress arrived in a plastic bag all crushed. I returned it. The hat was flimsy so that was also returned. I made two complaints, both ignored!! You cannot contact anyone via phone so I had to contact via Facebook. They ask you the same information over & over again then tell you your in a queue and they'll reply asap. They tell you you'll get a refund on a certain date then when that passes they give you another date. When I contacted them a third time about the hat not being refunded they just go back to asking you the same information again & then you are no further forward. The company is absolutely appalling. Please do not purchase anything from them. The quality of items & customer service is totally unacceptable. To have complaints ignored too is shocking!!
1 December 2025
Unprompted review
Reply from Coastfashion
Hello Sylvia,
Thank you for taking the time to leave a review. I am sorry to hear that the dress arrived in this condition, and that you were unhappy with the quality of the hat.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
DO NOT ORDER FROM COAST!
DO NOT ORDER FROM COAST!! Half of my order didn't arrive and what did is faulty. They are now ignoring my emails about getting my items that I have paid for! Extremely bad customer service and poor quality items. AVOID!!!
23 November 2025
Unprompted review
Reply from Coastfashion
Hello Molly,
Thank you for taking the time to leave a review. I am sorry to hear that there has been a delay with part of your order, and that the part you have received is faulty.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
So far so good with Kai
So far so good with Kai
I am hoping I get my order today
22 December 2025
Unprompted review
Reply from Coastfashion
Hi Michele,
Thank you for taking the time to leave us a 5* review!
I’m so pleased Kai was able to provide you with a wonderful customer service experience. Positive feedback is great to hear, and we appreciate your kind words.
Thank you and take care.
- Rebecca
Poor communication and delivery
I am still waiting for my parcel . Their courier left it outside on a main road . I have been contacting since . They is no phone number . The only contact number is with AI assistant repeating the same thing .
22 December 2025
Unprompted review
Reply from Coastfashion
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that you haven't received your order as expected.
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor. As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Terrible customer service I returned my…
Terrible customer service I returned my Order on the 5th December and still haven’t received my refund and can only talk to a AI bot on messenger who keeps giving me the same response that it is being processed. It is now the 19th and still no refund will not use this site again.
19 December 2025
Unprompted review
Reply from Coastfashion
Hello Carl,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor.
Take care
- Rebecca
Do not order
I wish I'd read the reviews first. I used to order from Coast a lot but they have now gone down hill and I will never order from them again.
I ordered 2 bridesmaids dresses to try for my sister's wedding.
I received one damaged dress and one dress that didnt suit me, so I returned both within the returns window after battling to speak to customer services about the damage. As lots of others have experienced, I haven't been able to get through to speak to someone. It's all AI.
It has been a month since they received the returned items back at their depot and I'm yet to see a penny back, so I am now stuck without a bridesmaids dress.
Everytime I chase, they come back with the same questions and I have been going around in circles trying to get my money back.
15 December 2025
Unprompted review
Reply from Coastfashion
Hello Laura,
Thank you for taking the time to leave a review. I am sorry to hear that the bridesmaid dress arrived faulty, and that you have yet to receive a refund for your return.
I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Many thanks,
- Rebecca
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