GERARD DAREL Reviews 388

Stores do not make refunds, only exchanges.

I sent an email to the costumes support on Monday afternoon and got a reply only on Thursday afternoon. I already decided that nobody would answer me and stopped expecting the reply email. Other companies usually reply within the second day.

I think that the company has stupid policies, and nobody cares about it.
I asked for support in getting a refund and attached the bills. The support team sent me an email, "Yes, indeed, we did not help you, we did not give you a refund".

What did I do wrong to deserve it? I just bought clothes in the store. And now the company forces me to buy anything that I do not need for the amount of £295 in a very small shop where most products are not represented or do not exist in my size. The amount of money should be not less than £295, otherwise nobody will give me the price difference. This is a shame for the company. It is like the last century's rules. That is why I think that the brand is stupid, and people are lazy because nobody does anything with this.

I will never buy any product in the store again. Please protect yourself as well.

I ordered a dress and a bag online more than a month ago- for an event which has come and gone. Despite repeated attempts to get information about my order, I have received nothing. I have requested a refund several times and have not even had a reply. I’m really disappointed- as I have been a loyal customer for years. this customer service has been shocking. They have my money, I have no clothes, no information and no refund.

Trying to cancel my order GDUE449710 emailed no one ever answers hoping someone from company reads this as worried about returning I am worrried about returning with all negative reviews am hoping you can stop the despatch as I have bought bigger size a lot of money

The quality doesn’t meet the standards. I bought a shirt it began developing few cuts without using it. Very disappointing
It is unyka striped bluse, pink, bought it from John Lewis.

DO NOT PURCHASE - quality of goods poor, contacted customer service re colour / ink transfer from coat on to other garments and hands. Did not ask for photos despite offer and refused to assist. No customer service, no acknowledgement of faulty goods and refusal to accept an issue with a good

The negative reviews on here seem to be mostly about returns, but I can't speak to that. I will say that I had an incredibly good experience ordering from the Gerard Darel site for delivery to the UK. I like that taxes/duties were included in the price so I didn't have to worry about that. I received my order, the 24hr Bag with strap in tan, promptly (about five working days after placing the order). It was beautifully and carefully packaged. No complaints!

I wrote my view on Trustpilot regarding the behavior of Gerard Darel due to the fact that I was receiving no input from the company regarding my returns and refund and have received, what I believe, is a nasty note saying that I had not written all the emails I claimed and giving dates as if I were a mad like lady not understanding the time frames regarding a return and a refund. I must say that I did not appreciate this behavior at all because I did write 6 emails and if your company only found one email…. well, the problem is yours, not mine. Also, taking almost one month to process a refund is an extremely lengthly time.
I write this note because I have received an email privately from you telling me that my refund IS STILL ON THE WAY but as I said before, I do not appreciate your public note implying that I have not said the truth in my previous review.
I do love your clothes but I do not like your attitude as a company and also any return is so time consuming and too lengthy, that I would certainly have to consider buying something from your website and be completely sure that I want the item because I did not want to go through with this long hassle of a return and a refund that has still yet to come (and don’t say it’s my banks fault).
Attitude and being nice and your company has shown me that you do not have a kind customer service nor care with your clients.

I placed an order last 12/12/2024 for an amount of 1470€. When the order arrived at my home, it was incomplete. I contacted customer service 3 times during the month of December. It is now 14/01/2025 and I still have not received a refund. At the same time I contact the shop in Barcelona to see if they can help me (I'm from Barcelona) and they have the nerve to tell me that one thing is online and another is the physical shop. That they have nothing to do with it! After insisting, they give me an email to which I write on 27/12/2024 and on 14/01/2024 they still haven't replied.

Again, on 14/01/2025, I placed another order for my niece's birthday (if it wasn't for her I wouldn't have bought from this shop). I place an order ... which is debited from my credit card but I have NOT RECEIVED ANY ORDER CONFIRMATION, NOR DOES THE ORDER I PLACED IN MY ‘MY ORDERS’ SECTION IN MY ACCOUNT.

I HAVE SIMPLY PAID 495€ AND THE ORDER HAS NOT BEEN PROCESSED.

THEY ARE SCAMMERS, THEIR CUSTOMER SERVICE IS LOUSY.

I HOPE YOU DON'T BUY FROM THIS WEBSITE BECAUSE THE CHANCES OF SOMETHING GOING WRONG ARE HIGH.

I HAVE PICTURES OF ALL THE EMAILS AND TRANSACTIONS IN CASE THEY MIGHT COME UP WITH SOME EXCUSE.

Very nice shopping experience!

Order not delivered, received a wrong product. Customer service does not reply.

I bought jeans Ava for 120€ and I returned them because they didn`t fit. They received package back on 3.9.2024 and after 21 working day response time quoted on, they site, I didn’t receive refund or anything from them. So, I tried to contact customer support by phone, but it went straight to voice mail. Then I wrote an email on 27.9.2024 explaining the situation with all the necessary information. They responded on 30.9.2024 demanding more information, after that they escalated my inquiry to the appropriate department (8.10.2024). Since then, I haven´t heard from them at all.

I have ordered many times online and everything has arrived quickly, beautifully packaged and as depicted in photos. Quality as expected. I read all these negative reviews and felt I needed to give a positive one, as I have bought the brand for around 6 years, both from John Lewis and direct online from GD. I always buy a size up, especially with trousers, but the brand is still my go to for occasion wear, jackets and cashmere.

I HAVEN’T RECEIVED AN ANSWER
ITS VERY COMPLICATED TO RETURN A PIECE FROM YOU.
The information on the form that arrived in the box doesn’t match the information on your website, which also doesn’t match the information on Global-e return service.
Terrible!

As a long term Gerard Darel customer in London for over 20 years I have never been so disappointed in the poor customer service with my recent online order GDUE375509.
I purchased x2 items costing £552.00 and returned both items in the same DHL parcel as requested by GD which cost me over £40.00 to return.
GD refunded x1 item £165 however they didn’t refund the other item £387.00.
I emailed them to receive a response that they didn’t receive the other item.
I have sent further emails since 27th August 2024 and provided proof of return and the paperwork GD requested in their return policy.
It seems that GD are not forthcoming in refunding the other item which was returned.
I wish I had read the negative reviews before ordering the items as it appears there is a serious issue with GD.
I am hoping someone within management in Gerard Darel reads this review as I would have thought in the current climate of retail sales suffering, GD would want to ensure their customers especially loyal ones would remain so.
If I do not receive the refund I will be taking this matter further.

Gerald Darel makes elegant clothing with beautiful fabrics. That wouldn't be enough, however if the service weren't great. My orders have arrived in a timely fashion and the one time there was a hiccup with a return they responded to my questions and resolved the issue.

I spent more than 300 euros in this shop and I wanted to return one article and they categorically refused to give my money back but instead just gave me a voucher to spent writhing 6 months. They are thieves

Update 04/07: I shared the information requested but never heard from them. They just pretend they care by replying to the review

Even though I have sent proof that returns are offered free, Gerard Darel are still not refunding my postage. They have not replied to my latest communication on 24.02.24. I used the label which they eventually sent me, there was no other choice. I would like a refund of £22 which I was charged for return postage.

Bad quality of material, I ordered Saleha coat (cotton, wool, alpaca,polyamide), the order arrived as a cheap second-hand product, not brand new, smelly and dirty.For the brand like Gerard Darel, which promoting high luxury french traditional clothing marque I expected so so much more, particularly given the price range of the same. Lesson learned -never again.

I ordered a bag (GDUE333302) on their website the 26/01 and received it the 01/02 but it was not the correct bag. I emailed them right away so I could send it back as soon as possible and get the correct bag in time for my sister's birthday.
I called multiple times, WhatsApp them, direct message them on the website (they closed every case without getting back to me saying that the issue was solved), DM them on Instagram to have a contact and emailed them multiple times to just get a return label.

I got one email back stating that they were investing it on the 02/02 but since then, no answer, no update, no return label.

So now I have no present for my sister's birthday + a bag that has nothing to do with the one ordered (supposed to be a black leather bag ST Germain and got a white wool bag......), so it is not even possible to try and make it work.

I am absolutely shocked by the lack of professionalism from a brand like Gerard Darel, specially when the request is the simplest task ever and caused by their mistake.

Update 16/02 : Finally had an answer from someone (not to my emails but to this message on Trustpilot…). The answer after more than 2 weeks is to create an account to get the return label. But when I try to do it says « Server error ». So still return label or answer from their service.

Also have an item to return and flabbergasted by lack of customer of service. The contact number is invalid and I have received no response to numerous emails that I have sent asking for help. The website won’t allow me to register to download a returns form . Totally confused and annoyed . Order no: GDUE328100.