Gutteridge 1878 Reviews 3,464

Stay away… I bought my partner some clothes for Christmas. Items arrived 23rd Dec 2024, the T’shirt was faulty, colour fading on the front, I contacted customer services first week of Jan 2025, I waited 2 weeks and I had no reply. I contacted via WhatsApp (info on website) finally they replied and told me I was out of the return policy!! I argued the item was faulty and it wasn’t a return it should be replaced and I was in the policy time frame. They refused to help or exchange the item and now no longer replying to me!
The clothes are lovely, as long as you don’t need to return or report a fault it’s ok.

I’m extremely disappointed with my experience. I needed to return an item, but there are absolutely no options to do so on the website or the app. I tried contacting customer service multiple times, but they never respond. It’s frustrating and unacceptable. Gutteridge should at least provide basic customer support and a clear return process, especially considering the requirements of EU law. I won’t be shopping here again!

A jumper was advertised on Instagram on sale.0n purchasing high cost of postage added. Prior to delivery H.M customs seek £18+ vat/ duty. THIS WAS NOT SHOWN ON PURCHASE— beware a value item becomes anything but…very misleading and wrong.

I recently purchased a pair of leather shoes that arrived with visible scratches. I contacted customer service to request a replacement, but they were unable to resolve the issue satisfactorily. As a result, I will need to return the shoes and purchase a new pair.
Unfortunately, I will have to cover the return shipping costs myself, which is frustrating. This experience has raised concerns about the brand’s e-commerce operations and customer service quality. The current customer support seems ineffective, and I’m questioning whether an AI bit might actually provide more efficient assistance.

I orderer an Overcoat, which went from "In approval" to "Working". 5 days later I got a notification that my order was cancelled. The overcoat wasn't available on the website at the time of the cancellation, but got restocked on the website a day later. So I ordered again and it got cancelled another time, despite going through "approval" once more. I can understand that things get messy during final sales, but this behaviour is just ridiculous. If something is out of stock, just don't manually restock it on the website, if you can't ship it. The WhatsApp support wasn't helpful at all and didn't even reply on the last question. Other companies atleast send a proper apology or offer a discount code for the next order, whatsover. Almost a bit ironic that Gutteridge refers to their term of conditions in almost every comment here, but aren't capable or willing themselves to fulfill their part of a contract. Overall the worst online shopping experience in a very long time. Seems like Gutteridge deserves their bad reputation regarding Customer Service. Good to know that ordering here always means participating in a lottery

Edit: If clothes are actually delivered, the quality & price is really good. Just a bit annoying that every piece gets delivered in different packages. Therefore 3 stars (5 for the pieces, 1 for the service)

Ordered aftershave for a Christmas present. They accepted my order and my money (inc £15 carriage). Goods never arrived. After chasing my order, was told they don't ship aftershave to the UK. I received LESS than half my money back in a refund for something that was never received in the first place! Customer service was non existent. Will never use this company again.

I paid for two pairs of trousers but they sent me only one and refused to refund. The second pair which I received came damaged as buttons were ripped out. Customer service is non existent, they simply do not pick up the phone.

Online Order 01127354

I ordered two shirts and a blazer online. The package arrived at my office, but I picked it up a few weeks later since I was abroad. The blazer was fine, one shirt was a Large (custom fit)—which was partly my mistake—and the second shirt had a dirty collar, as if it had been worn multiple times.

Returning the items would have cost me €30 in shipping, which didn’t make sense financially. Instead, I reached out to customer support, attached photos with tags, and simply shared my experience: “Guys, I love your store. This was my first online purchase with you, but unfortunately, it wasn’t a great experience.”

I didn’t ask for a refund or anything—just honest feedback! Instead, they asked for more photos and proof, questioned why I contacted them so late (I was abroad when the package arrived), and seemed to doubt my claims.

Honestly, a simple apology would have sufficed.

I wouldn’t recommend buying anything online from them. If something goes wrong with your order, no one seems to take responsibility or provide proper support.

Customer service is terrible. I have purchased from their shops in Florence in the past and am a fan of their clothing.

However, I recently placed an order for just over £150 during the boxing day sales.

They sent the products, but I got an email from the delivery agent stating that I had to pay excise duty and agent handling fee in the tune of £70.

There was no explanation from either Gutteridge customer service team or UPS as to what the charge is in relation to how come it adds up to such a high amount.

The customer service team at Guteridge is especially terrible at this as they were taking ages to respond and when responding their response was not helpful at all.

I kept being directed to the T&C, but the the T&C does no answer my query which is what is the process if I were to reject the delivery given the extortionate charges.

Worst return process ever. Asked for a return and a few hours later, the pickup was apparently happening. Without me getting a notification or having time to print the label. Then talking to customer service is an absolute pain and the result is that they reschedule it and come "within 48 hours" and "maybe" call before. G

I've asked to return two items. I was immediately sent a return label. It mentioned that I'd be contacted by FedEx for the parcel pickup. I received no e-mail from them, so I wrote to the Gutteridge costumer service and after several days they just unilaterally picked an unconvenient date and time for the parcel pickup without asking me first.

+ the quality of the jumpers is truly awful. I'll never order with them again.

Messaggio disponibile in italiano e inglese
Message available in Italian and English

Faccio un ordine con 4 articoli dall'estero online per un totale di circa Euro180 a cui si aggiungono Euro 15 di spedizione. La spedizione però viene divisa in 2 spedizioni causando così il doppio dei costi di sdoganamento e di importazione (risposta incompetente e sbagliata del Customer Care Gutteridge è "oneri e i dazi doganali vengono calcolati in base al valore contenuto nel pacco e non in base al numero di spedizioni"...FALSO...ad ogni spedizione sono stati conteggiati spese fisse di sdoganamento pari a Euro 25 che chiaramente ho pagato io. Ricapitolo Euro 180spesa Euro 15 spedizione a cui si aggiungono x2 spese fisse di elaborazione doganale totale Euro245.

Faccio inoltre notare la nulla attenzione ed arroganza nei confronti dell'aspetto ecologico di questa spedizione, la quale emette il doppio delle emissioni invece di essere fatta in un'unica soluzione, trasferendo la merce da un unico punto di spedizione. Impatto ambientale enorme e che verrà segnalato agli enti competenti.

Un maglione (lana merino) ricevuto in data 25 novembre, indossato 1 giorno e in data 26 novembre fotografato e segnalato al customer care perchè presentava ovunque l'effetto pilling (palline sul tessuto), il quale è un processo naturale causato dall'usura...si dall'usura, ma non dopo un giorno di utilizzo senza aver subito lavaggi. Il centro cliente si dimostra attento alla mia problematica e mi chiede le foto delle etichette. Le mando subito...MAI PIÙ SENTITO NIENTE...ho già scritto altre 4 volte ricordando che aspetto una risposta e richiedo che il maglione mi venga sostituito per un chiaro difetto del materiale...NIENTE.

Compagnia e prodotti scandalosi, distruggono i risparmiatori con merce di basso livello, servizio pessimo e per la propria pigrizia, inquinano un mondo che avrebbe esigienza di essere curato, pensateci due volte prima di ordinare.
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I placed an online order for 4 items from abroad for a total of approximately 180 euros, plus 15 euros for shipping. However, the shipment was split into 2 separate deliveries, resulting in double the customs clearance and import fees (the incompetent and incorrect response from Gutteridge Customer Care was: "customs duties and fees are calculated based on the value of the items in the package, not the number of shipments" … FALSE … for each shipment, fixed customs clearance fees of 25 euros were charged, which I obviously had to pay). To summarize: 180 euros for the items, 15 euros for shipping, plus twice the fixed customs clearance fees, for a total of 245 euros.

I would also like to point out the complete lack of consideration and arrogance regarding the ecological impact of this shipping method, which generates double the emissions instead of being consolidated into a single shipment from one dispatch point. This enormous environmental impact will be reported to the relevant authorities.

A sweater (merino wool) received on November 25, worn for one day, and on November 26 photographed and reported to Customer Care because it showed pilling (fabric balls) all over the surface. Pilling is a natural process caused by wear … yes, by wear, but not after a single day of use without being washed. The Customer Care team initially appeared attentive to my complaint and asked for photos of the labels. I sent them immediately … BUT NEVER HEARD BACK … I’ve already written 4 more times reminding them that I’m waiting for a response and requesting that the sweater be replaced due to an obvious material defect … NOTHING.

Scandalous company and products, exploiting customers with low-quality goods and terrible service, while polluting a world that desperately needs care due to their laziness. Think twice before ordering from them.

WORSE CUSTOMER SERVICE EVER!

Left my belt at the store in Napels. They promised to send me the belt but they don't even want to be in touch with me. The customer service in Napels is answering by watsapp and tells me that they are in touch with the store but they don't want to tell me witch store en witch person they talk to. They make it impossible for me to find my belt back. Im talking with them for every day for 1 month now still waiting to find the right person to talk with.

Really bad customer service. Waiting for 2 packages. Delivery supposed to be done by FEDEX. I was abroad… never received the delivery. Gutteridge send me an email as it was delivered. I’m complaining for one week to be delivered ( it was a gift) or refund and nobody answers clearly. They are Still searching… and my 200 Euros are still there. Never again.

Their marketing practices are disappointing. They send out 24-hour discount codes to create urgency, but when you try to use them, they often don’t work. I reached out via WhatsApp, but it took 48 hours to get a response—by then, they simply told me the code had expired and there was nothing they could do. I find this approach frustrating and unprofessional. I’ve been a loyal customer and ordered from them often, but this is not how you treat clients.

I am trying to return an item for about 10 days. I have opened a ticket on your website last week, which is still unanswered. I have also been chatting with your support team on whatsapp since Wednesday. This must be the longest ultra verified return i have encoutered in my life. On top of that, your website and app are unavailable. Can someone point me in a right direction to get an item returned ?!
Later edit : by this day , the only answer I got from them is “we are truly sorry, please wait”. It’s been almost a month of wait for an item to be returned. Well I guess i see myself forced to take this matter to the appropriate authorities.

I have purchased quite a few items online, always great service. Clothing is stylish, well made and I like the way they fit. Shipping to the UK without any problems, just takes a little while.

Great quality and design. Nice cotton and manufacture

Excellent products made from quality materials. The delivery times are very good for EU. Good discounts from time to time.

(Non-) customer service!
Registered in August. Received a voucher 20%. Didn't work from the first day. Just took 10% off.
I didn't care first because the item i'd like to buy sold out fast.
Now it was in stock again. I wrote the customer service and got the reply they are surprised it's still working anyway for 10%.
No excuse. Not even thinking about being accomodating sending a new 20% voucher.
Really poor customer service. In the end I bought stuff in their store two months ago, but they scared me away of buying anything else online or in a store again. Fits perfect to every bad review here.

Update: I would love to add a screenshot of your Email with the voucher. There is nothing about validation length.
You just state that I have a thirty days return policy!!!!
So you are lying here.
Every serious company would try to make a compensation.
Please send me a screenshot where it says valid for thirty days. You won‘t be able.