bound Reviews 1,258

Great customer service. You get a very quick response when you email with a query. Quick delivery and personal service. Highly recommended. Thank you.

Customer service are actual people responding quickly and fairly- quality is really good- heavy and proper thread count. I tried on a friends jacket and immediately ordered one..!

Received a damaged order, only for the exact same item to be delivered back to me after I had raised and returned it. All the while emails taking days/weeks to reply to.

6 weeks after the issue was raised and I'm still having to go out of my way to coordinate returns etc before they will send me the thing I've paid for and am currently without.

Eventually offered compensation in the form of "buy more stuff from us and we'll give you a discount" rather than any real compensation for the hours I've spent (and the Christmas that I couldn't give a gift for!) on this.

Whilst I understand it, "We're a small company and can't respond to the emails/complaints quickly at this time of year" isn't really a good enough excuse when the issue is then just being passed on to customers.

In the end I'm going to be exactly where I should have been in the first place (full price paid for the item) but having 6 weeks of delay and hours of chasing / organising and an awkward explanation to a relative that they weren't getting a Christmas present. Only reason this isn't 1 star is another item that I ordered with it was fine, and aside from the damage the t shirt I bought is what I expected.

Not acceptable

Wearebound has provided me with the most unprofessional customer service I believe I have ever experienced.

I purchased a shirt on December 24, which has not yet been shipped. I have written to them several times and have not received a reply. I understand that it has been very busy after the peak season, which I understand—but not enough to be ghosted for a month.

Yesterday, I received an email saying that the polo shirt I bought is back in stock (as if they sold me a polo shirt they never had in stock?). In addition, this email (which they sent to everyone) also states that they ship orders the same day they are placed—clearly a lie, unless my order is the only one that has mysteriously been lost in the system and to which they are not responding.

I don't even know what to say, but this is bordering on something criminal. The money was debited long ago, and I still haven't heard anything from them.

I've never been so frustrated with online shopping—and I've tried ordering through AliExpress before.

I have nothing to do but make this review and hope you correct the mistake, because I feel absolutely power less working with you :)

The issue below has been resolved. But it did happen and I am out of pocket from lack of free exchange policy.

Original review
Where to begin, with the disappointing customer experience of bound. Purchased order 115168 on Black Friday as Christmas gift. Turned out too big. Wanted to exchange for small. Unable to use returns portal as it did not register the promised extended returns period . I then had to send back myself at my own cost requesting exchange. Several emails to customer services went unread and only were responded to in very generic “chat bot” style that never addressed my specific query. Eventually today I got sent a 80.75 gift card . Not the exchange requested!! Went online to see the item in Stock in the small size requested. So why had this knit not been sent to me as exchange ? So I tried to purchase using my gift card. The “shop” system used by bound just took payment without my permission and did not let me use my gift card. This is outrageous. Therefore the Order was placed without my consent 127419 . Contacted JACK immediately to get yet another generic response, not addressing my request to refund my Visa card the 80.75 and to apply my gift card instead.
Yes they may be a four man band but if they continue to treat customers so disrespectfully will soon be out of business. Please can you refund my bank this payment taken automatically by your website and use the gift card as payment. Leave me with some belief in Bounds ability to stop fleecing its customer base. We would just like to get the jumper we want and all this upset to end please.

Chaotic returns, I was told I could have a full refund until end of January but I have just received a gift card for the site with no explanation. Waited weeks and still awaiting my 2nd refund for another order. Sort it out!

Had some queries regarding my order so emailed the team. Super helpful and friendly. Items are ace as well. Cheers guys, I’ll be back

The communication is very well.
I had a view questions and i received an answer soon.

The clothes are lovely quality and very stylish. Customer service is always clear and helpful!

Really good, service! Quick response time when replying to queries and quality of the items are class

Love the aesthetics of this brand. High quality and love for life garments. Fill the shelves with these please!!!

Just ordered my fifth sweater here. Can’t go wrong with those. Fit, quality, colors, all amazing!

Also customer service is a 10/10. Would recommend to everyone.

Bought some corduroy trousers. Spot on. Quick delivery aswell.

Lovely clothes, nice staff who communicate well with the customer.

Ordered a pair of trousers, too big, wanted to return them, was told by Jack that I had 11 days to do so, he directed me to the return portal that would not let me choose refund, only store credit or differnt size.
I asked for assistance and he was very slow at answering 2 days went by, I asked for an address and confirmation that my refund will be processed if I did not use the portal, he replied after 10 days.
I have since retuned the item which they have received and I have not been refunded.
There is no excuse, just bad service.
Will not be purchasing from them again.

Clothes are beautiful, unfortunately the pair of trousers I bought were far too big for me so I exchanged for a smaller pair still waiting on those to arrive, Jack and the team are all really helpful and quick and efficient with replies 😀

One of the best independent brands out there! Authentic and original, quality and pricing are on point, can’t beat it! Be hard to come by another branding doing what these guys do!

Bought 2 jumpers at Christmas, Excellent quality, excellent customer service from Eve, will definitely continue to shop at Bound

The best place to get knitwear. Love the fit and quality of all the jumpers.

Great customer support!

Love all my pieces from here, quality, fit and colour all so nice. They keep the prices in my opinion super fair for what the products are, especially considering they are a smaller brand.

Big recommendations for all their knit wear, it’s class. There really isn’t anything else like it anywhere else, especially at this price point. Don’t size up for an oversized fit tho! They are purposely made with looser fits at each respective size (Obviously vise versa size down if you like a tighter fit for the same reason).

Edit: Just wanna add a few things - i’ve seen a few people frustrated with returning items. When a small brand has an intense order volume, it’s really difficult to make everyone 100% happy, there will always be problems out of their control. To give some perspective: It’s like working in hospitality when you are understaffed, it’s stressful, and it’s difficult to treat each customer with the same customer service as to when it’s not busy. So just give them some leeway. If you can’t respect that, go shop at asos where your returned (polyester) clothes are incinerated (they see returns as so inconvenient, that it’s better to dispose of).

Furthermore from what i’ve seen from people complaining about returns. If you send back an item randomly with no identifiable information, without notifying the company (return portal or email) within 14 days. They have absolutely no legal obligation to give a refund, they may even know it’s a refund, they haven’t been given any context. From almost all negative reviews, I have seen the owner reply in good faith and has offered refunds to customers months after they randomly delivered a package back to the seller, without notifying them within the 14 days. In my opinion that is incredibly disrespectful to do to a small brand, it will be incredibly difficult for them to sort through (literally why the law exists). Don’t complain if you don’t know how to do a return correctly, it is not difficult…

I also wanna give a big thanks to Jake, and I hope he’s able to achieve the success he’s going for. He was super helpful. Show some kindness and you will get it back times ten.