The Rake Reviews 302

Shopping at the Rake was a very good experience.
The website provides informative articles, an excellent selection of items and brands, and very good value. Customer service was kind, quick, responsive and very accommodating. Any email sent was answered within 24 hours.
Overall, a superlative shopping experience.

Had a delay to a jacket I ordered and the tax had also been incorrectly allocated to the price I was charged. I had E-mail communication with Emily, who was really helpful and completely sorted everything for me. A really positive experience! Love my jacket and love The Rake!

So far I have had a great experience with The Rake. There was a slight delay for my last item which I ordered late December. This could be due to the possible high volume of orders around that time. Emily was fantastic throughout this whole time. She was incredibly patient and kind throughout the purchase and return process.
I hope that The Rake adds more people like Emily to their customer service team.

I'm breaking my review into two components, customer service and the actual Rake experience. Firstly, The Rake experience. I've placed multiple orders with The Rake, most recently I've placed 2. The 1st took over 1 month to arrive, the other 1 month and counting... Even worse, the items were being delivered from their UK warehouse to a UK address. To top it off, they charge GBP18 for the pleasure of waiting over 1 month for items. There's obviously something wrong with their supply chain which taints the whole experience.

Secondly, the customer service. I dealt with Emily who was fantastic to deal with. She was polite and quick to respond and helped as much as she could, but these issues are unfortunately out of her control.

As much as I love The Rake and want to support them, these continuous issues just don't make it worth the hassle until they're sorted out. Thank goodness I have an electronic subscription to their magazine, otherwise I doubt I would've received a copy.

I‘m quite a while a fashionista and made several experiences over the years buying online or „live“ in stores.
The BEST customer centricity for me is my experience with The Rake as they are always focused on finding solutions for every request.
Kudos especially to Emily and the role model customer service!

Shocking service. Ordered shirt and they have taken my money. No response or update for almost 3 weeks. I have followed up twice and still not response.

I ordered on the 30th December and have heard nothing back from them. I called and emailed. It’s shocking that they have not replied to a single message, even on Facebook and Instagram even though they continue to update these accounts. Terrible terrible service

I've always found the Rake's customer service department to be extremely helpful, well mannered and timely. They reinforce my decision to shop through them.

Place an order 3 weeks ago. Since then i try to get a date of dispatch. They did not answer to my mails or pick up the phone

Great customer service, always replying to inquiries promptly and cordially. And of course they sell Great products.

Great customer service - slight delay in the delivery but they managed to deliver the items just in time!!

After leaving a not-so-good review of 'The Rake', I can now confirm I have received the watch I purchased.

I initially left a negative review due to a lack of responding to my enquiries. Emily kindly mailed me back straight to away to apologise for the lack of response due to technical issues with the site. Emily was also very helpful and confirmed that the watch would be with me soon.

I have received the watch and must say I am delighted with it.

Emily has been very helpful and would not hesitate to purchase again through this company.

Horrible and unprofessional sales delivery:
-I‘ve placed an order over a month ago
-As of today, I never received the good but I was charged the full amount
-Very passive customer care service, got only active after reclamation mails
-I haven‘t received the good ordered until today
Stay away from this unprofessional online shop!

I had to return a product I bought online and Emily from The Rake helped me. Since the first email she was so nice and patient. It’s been 3 weeks and I’ve still having some issues cause Fedex won’t accept the package and Emily has answered all my emails fast and politely. She even contacted Fedex so they could they could solve the situation. She was the best, very understanding, nice and sweet.
Thank you Emily!!

Great product selection, backed by great customer service.

Absolutely exhausted trying to get an answer on 2 orders that I was charged for now going on three weeks.
4 emails sent since last week with ABSOLUTELY NO RESPONSE!
Nothing
NADA
And I sent copies to quite a few at the Rake.
I believe they MIGHT HAVE SOME SERIOUS LOGISTICAL ISSUES THAT THEY ARE NOT FOURTH COMING ON DUE TO VERY POOR LOGISTICAL MANAGEMENT.
can’t blame COVID on this one.
Sorry!
But the FACT that you get NO RESPONSE FROM MULTIPLE E/Mails
would suggest that they are seriously short handed in personnel and being that I believe everything needs to ship to Italy before being dispatched to its final destination,customer service is at the mercy of their shipping department.
Add to that,that they probably received a response to their “Black Friday “ sale that they did not expect and you end up with this mess.
In the meantime……..
Until they they actually get this mess of theirs sorted out.

I would suggest steering clear of the Rake.

At the very least for the sake of Professional courtesy and customer relations along with being merciful to their customer service team.
The Rake should immediately put out a statement on the Website and via email to all who ordered about the problem and how and by when this will be sorted out.
I have been purchasing from them for years and have to say the service has always been top until they started this shipping system.
What a mess!
What a shame!

My experience with The Rake ( Order 2000250720) is similar to two previous reviews. They cannot deliver the merchandise and customer service is non existent. Instructed my credit card company to cancel the charge. Do yourself a favor and shop somewhere else.

Update - finally purchase was delivered, but not by FedEx and without tracking and notifications. Instructed credit card company to release the payment. The entire situation would be avoided if the Take customer service answered multiple emails and listed phone numbers were accessible.

I purchased an Edward Sexton suit and shirts through The Rake for a considerable amount of money and from, I thought, a reputable premium retailer. The items were in stock FYI.
I live in London and the items came from London, so one would think this would be a quick operation. NO.
3 weeks later still no items, but many hours spent with an absolutely CLUELESS customer care service. No, honestly, they literally are there to provide nicely packaged random useless information.
When one day they told me my items were located in another country I thought it was too much and had to cancel the order. Had I known about this, I would have just gone to Edward Sexton in Savile Row. Lessons learnt.
I do wonder if brands with such a reputation such as Cifonelli, Sexton etc are actually well represented by The Rake. Catastrophic experience .

Firstly I must begin by admitting how I wish I had listened to myself and taken more notice of the many bad reviews on this platform, and should never have decided to place my first ( and now last ) order with this company.
The other red flag that should have alerted me was their initial failure to answer 2 emails I sent basically pointing to my concerns over the number of bad reviews, and looking for reassurance that if I placed my first order it would be dealt with professionally. I would have thought someone in customer service would have jumped on my email and responded promptly to alay my fears which have now sadly become all to real.
All of that being said I decided to give the rake the benefit of the doubt and place my order. BIG MISTAKE !!!
I placed it on 25/11/21 o/n 1000132325 and as of today 08/12/21 it still hasn't been despatched. Once the estimated 3 - 5 day despatch window passed I sent 2 emails asking when my order would be despatched. Surprise surprise no reply, I then sent a third email to Baptiste who did reply blaming Black Friday for orders taking slightly longer to ship. He also confirmed that my item had been despatched by the brand to their Italian warehouse, adding that it should be despatched the following day.
He subsequently advised that he was no longer part of the customer service team and that I should address any further emails to Emily Bennett. This i did on 07/12/21 stating that the continuing delay with my order was unacceptable. I asked Emily in her position as customer service manager to step in and ensure my order was despatched yesterday 07/12. Given that she had previously confirmed my order had arrived in their warehouse on 01/12/21 and just needed to proceed through their quality assurance measures. I,m sure you can guess the rest, she hasn't replied.
Because as I understand it The Rake do not operate under UK law I have been advised to open a dispute for a failed delivery with PayPal, as I have no confidence that The Rake will ever deliver my order.
Finally I would urge any potential customer thinking of placing an order with this company to think long and hard before doing so. I certainly wish I had. !!

Emily at The Rake is absolutely fantastic - always prompt and looking to resolve any issues with my orders. Should be promoted immediately - don't lose her !