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
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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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I will never use this company again
I will never use this company again, they put an insurance charge on your order (as part of delivery charge) which apparently you can opt out of but I didn’t realise until too late. They have no customer service telephone lines it is just WhatsApp or messenger and this is only answered by an AI bot so you never get any answers. Please BEWARE if you do decide to use them that if you have any issues you cannot get it sorted. I sent the return back about 3 weeks ago and have heard nothing
27 November 2025
Unprompted review
Reply from Coastfashion
Hello Sarah,
Thank you for taking the time to leave a review. 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. Once purchased we are unable to cancel the protection.
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.
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.
Take care
- Rebecca
I ordered two dresses from coast …
I ordered two dresses from coast last two weeks,money was taken from my account 109 pounds. No number ordered no update on delivery 😕 .
18 November 2025
Unprompted review
Reply from Coastfashion
Hello Constance,
Thank you for taking the time to leave a review, and I am sorry to hear that you have yet to receive your order.
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
I ordered some clothes from Coast
I ordered some clothes from Coast. I thought it would come as one parcel, but it was three.
1) One parcel didn’t arrive. I contacted Evri who said they’d lost it. Coast has not responded to my request for a refund.
2) One parcel arrived that I returned (by the way, you have to pay for delivery and for each separate return but they don’t pre-warn you that they will be sending three different parcels.). It took until the 5th Dec to be told I would be getting a refund, but none has arrived.
3) I have since returned parcel number 2 but I’ve had no acknowledgment or response about this reply.
4) Impossible to communicate with anyone over customer services.
I have now had to pay my credit card off as it’s been so long that I will start accruing interest if I don’t pay it off. My order was made on 18th November.
I’m digusted with this brand and with Debenhams who have been completely useless too.
I will never use them again and have been telling everyone I know about this appalling service and experience.
I hope you see this before you make your order.
18 November 2025
Unprompted review
Reply from Coastfashion
Hello Lauren,
Thank you for taking the time to leave a review, and I am sorry to hear that you haven't received one of your parcels.
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.
We do operate as a marketplace in order to offer our customers great prices on a wide range of products from popular brands. You can find the details of the delivery and returns of concessionaire items on the website.
Take care
- Rebecca
Next Step, Trading Standards !
Update: So item arrived late and was returned same day. Parcel was delivered to Coast on the 12th. Still awaiting response to original email and now chasing on response refund!
Looks like it will be a Trading Standards complaint!
Order next day delivery on Tuesday.. now Thursday and items are not even out for delivery . Customer service is non existent.. Cannot call, app is blocked on Android and no response on Messenger.... so basically no option for getting a refund on the money I paid for next day delivery... Items are now too late for what I wanted them for .. who knows how the return process will pan out ..... Never Again
9 December 2025
Unprompted review
Reply from Coastfashion
Hello Mary Jo,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been a delay with your order.
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
Excellent customer service answered my…
Excellent customer service answered my query regarding my order with clear and helpful advice and within seconds. Diolch yn fawr!/ Thank you
9 December 2025
Unprompted review
Reply from Coastfashion
Hello,
Thank you for taking the time to leave a lovely 5* review.
It’s great to hear your recent query was resolved is such a timely and efficient manner. Positive feedback is great to hear, and we appreciate your kind words.
Thank you and take care.
- Rebecca
Customer service manager
Customer service manager, Finn, served me. I was worried as I did not realise coast dresses were delivered by debenham.
He was extremely prompt in his replies, thorough and meticulous. He traced the delivery and went over and beyond to give me information I could use to action fraud.
Overall one of the best customer services experience I have ever had. Dr Reeba Oliver
6 December 2025
Unprompted review
Reply from Coastfashion
Hello Reeba,
Thank you for taking the time to leave us a 5* review!
I’m so pleased Finn 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
Very bad experience
Very bad experience. I paid for Next day delivery with coast. My parcel didn’t arrived on time, i kept messaging customer service to check if i will be getting my parcel on tile as i have special event to go to. It was suppose to deliver through evri. Customer service confirmed me that it will delivered before 9 pm for sure as its on time.
But no, it hasn’t. I can’t trust Coast again.
6 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 there was a delay with your order. Although the majority of our orders are delivered within the timeframe selected at checkout, delays with them do sometimes happen that are out of our control.
We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
KAI was very responsive even though I…
KAI was very responsive even though I the order is running too late and may not be able to wear it for my occasion.
6 December 2025
Unprompted review
Reply from Coastfashion
Hi Margaret,
Thank you for taking the time to leave us a 4* review!
I am sorry to hear that your order is delayed, and may not be with you in time for your event. However, I’m so pleased Kai was able to provide you with a wonderful customer service experience.
Thank you and take care.
- Rebecca
Do not order from this fraudulent website
Do not order from this fraudulent place.
The website is specifically designed to ensure that you will not get a cash refund.
The terms and conditions say you have the option of a cash refund or a no voucher but when you start the refund process it’s impossible to find the cash option and they then try to trap you into a voucher you have to use within 3 months. I repeat do not order here. You will regret it.
It’s shocking that this is a UK company as the service you get suggests otherwise.
1 October 2025
Unprompted review
Reply from Coastfashion
Hello Lamide,
Thank you for taking the time to leave a review of your recent experience. We have recently introduced a new option in how customers can receive refunds. You will now be offered two options when logging your return -
(i) refund to gift voucher
(ii) refund to original payment method
These will appear on the same page when logging your return. 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.
Take care
- Rebecca
I am so disappointed with my experience…
I am so disappointed with my experience – I honestly don’t even have the words for how let down I feel. I’m still waiting for a refund that I was told would be processed, and the whole situation has left me feeling ignored and completely undervalued as a customer. I just keep thinking that if I had taken the time to read the reviews beforehand, I would have thought twice before making my purchase. Instead, I trusted the process and ended up with nothing but stress, frustration, and a lingering sense of regret. This whole experience has genuinely made me lose confidence, and I wouldn’t want anyone else to go through the same disappointment.
22 November 2025
Unprompted review
Reply from Coastfashion
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that there was a delay with your refund.
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!
Do not buy anything unless you know you will definitely keep it!
I needed to return one item and selected the voucher option. Two months after the return, no sign of the voucher and no way to speak to an actual person as the instant messaging channel they suggest (I used WhatsApp) just pushes out automated messages. Disgraceful.
3 December 2025
Unprompted review
Reply from Coastfashion
Hello Megan,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been a delay with your refund voucher.
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.
Take care
- Rebecca
Tracked returns
Tracked returns. Marked as received 2 weeks later no communication and only response is from AI bot. Never again. No phone numbers available to chase. Just chat. Awful service. Should be ashamed.
14 November 2025
Unprompted review
Reply from Coastfashion
Hello Rebecca,
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
No money back!
I sent my order back on 12/11/25 and, like many people I am still awaiting my money back. Their WhatsApp automated messages just say 'your return is being processed' however won't give an update on time frame. I have chased it 3 times and just get the same message each time. The online portal have recognised they have received the items but aren't giving me any more updates. I'm now down over £400 and I am getting very worried I'm never going to get that money back!
28 November 2025
Unprompted review
Reply from Coastfashion
Hello Katie,
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. We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
AVOID DEBENHAMs owned companies (Coast/Karen Millen)
5 items ordered, non suitable. Went to return dresses but only 4 items showing on their returns portal. Despite having sent more than 10 emails, I cannot get a lucid response.
I am now having to pay to send back the 4 items on the portal and will have to pay again to send the other item separately.
I will never COAST or KAREN MILLEN who are both owned by Debenhams. Customer service is a disgrace and they deserve NO CUSTOM. This has been very stressful and NOT worth the hassle. Steer clear of all companies under the DEBENHAMS brand = NOT WORTH THE STRESS!!!! No doubt I will be waiting 28 days minimum for any refund as was the case with KM recently!!! Never again.
25 November 2025
Unprompted review
Reply from Coastfashion
Hello Kerry,
Thank you for taking the time to leave a review, and I am sorry to hear you have had an issue with your return.
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
Can’t get hold of anyone
I’ve been trying for days to change my email address with you as I can’t get my receipt or any tracking information. I’ve contacted you on 3 channels, please can you just change it??!
22 November 2025
Unprompted review
Reply from Coastfashion
Hello,
Thank you for taking the time to leave a review. We are unable to change the email address linked to an account or order.
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
Returned parcel on 01/112025 and still…
Returned parcel on 01/112025 and still no refund. Waited the 16 days and nothing. DO NOT SHOP with them customer service rubbish and can’t speak to anyone
21 November 2025
Unprompted review
Reply from Coastfashion
Hello Louise,
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.
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 here!!!!
Do not order from here!!!!
I've returned my items and received a gift card despite requesting a cash refund! I specifically did this after reading awful reviews here when I'd been charged £9.99 insurance for the delivery -apparantly you need to opt out of this however it must be very unclear as I knew nothing about it until I seen my order email.
Customer Service is horrendous, no phone number, no reply to emails despite being 11 days later and AI responses elsewhere (messenger) telling me I had an option to choose gift card or refund, I know I chose refund so this is a Coast error and I'm now almost £250 down!! Absolutely furious and will never order from here again.
No doubt this will get some useless AI response trying to blame me - seems to be a con to me!!
If you've already ordered make sure to photograph your refund selection although I'm not sure who you can tell about it as customer service is non existent !
8 November 2025
Unprompted review
Reply from Coastfashion
Hello Jennifer,
Thank you for taking the time to leave a review, and I am sorry to hear you have yet to receive a response regarding your refund option.
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
11.10.2025 I ordered 9 dress for my mum…
11.10.2025 I ordered 9 dress for my mum to try for my wedding however only 8 dressed arrived. Straight away I raised this issue with the company as my deliver status showed all 9 dresses were delivered.
I received a confirmation email about starting claim and reviewing a footage of my order being packed. I contacted the company several times but I got no answer what happened. I do not have my money neither the dress.
16 November 2025
Unprompted review
Reply from Coastfashion
Hello Kristina,
Thank you for taking the time to leave a review, and I am sorry to hear that one of the dresses you ordered hasn't been received.
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
The worst customer service I’ve ever…
The worst customer service I’ve ever experienced. If I didn’t know the brand so well I would be 100% worried I’d been scammed.
I order 4 bridesmaids and 1 junior bridesmaid dress for our wedding. The order date was 25th October it’s now 10th November and still no update. I’ve attempted contact to customer service on dozens of occasions and even sent a legal complaint and have still failed to receive a refund or the dresses which will now not be here for our wedding. I’m so upset! Would never ever recommend this company again, it’s shameful!
25 October 2025
Unprompted review
Reply from Coastfashion
Hello Lauren,
Thank you for taking the time to leave a review. I am sorry to hear that you have yet to receive your order, especially as the dresses are for your wedding.
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
Missing Item in Return Portal and Non-Existent Customer Support
Order #DUX046038556
I ordered nine dresses online and want to return some of them, but the return portal only shows eight. One of the dresses I need to return isn’t even listed, so I have no idea how I’m supposed to complete the return. The refund will end up being incorrect if I can’t include it.
I’ve contacted customer support through WhatsApp, messaging, and email, and all I’ve received are automated replies. It’s extremely frustrating, especially because I’m running out of time before the return period ends and still haven’t received any real help.
I will start my chargeback if I do not hear back. Terrible experience.
9 November 2025
Unprompted review
Reply from Coastfashion
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear you are having issues with your return.
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
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