I love the products and styles but I have ordered twice now and twice I have had to pay extra postage on top of the postage fee, this would of easily been a 5* review if this was sorted out
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Review summary
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Unfortunately probably my worst experience with customer service from any clothing brand. I received a faulty hoodie that they’ve clearly tried to get away with shipping to paying customers. It’s... See more
Company replied
2nd time ordering from here, however this experience was much worse than my first. Customer service was practically non-existent - my item was not shipped until over a week after ordering. I chased up... See more
Wow. Been using this brand for 3-4 years and it’s only gone downhill from when I first found it at 5000 followers. Releases tracksuits that he doesn’t even have access to yet and doesn’t send unti... See more
Company replied
Company details
- #594 of 618 best companies in Clothing Shop
Written by the company
British fashion label.
Contact info
United Kingdom
- williamgiles.co.uk
2.5
Poor
170 reviews
Replied to 65% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Unfortunately probably my worst…
Unfortunately probably my worst experience with customer service from any clothing brand.
I received a faulty hoodie that they’ve clearly tried to get away with shipping to paying customers. It’s so badly cropped and padded across the shoulders it’s completely disproportionate and impossible to wear.
Im currently 4 weeks into trying to be shipped out a replacement and offering to return. I’ve had 3 responses in 4 weeks, 1 email and 2 DMs. Contacted around 7-8 times now
19 January 2026
Unprompted review
Reply from William Giles
Hello,
We’re really sorry to hear that this experience has been frustrating for you and understand how disappointing it is to receive an item that isn’t quite right.
Once the issue with the hoodie was brought to our attention, we arranged a replacement, which was successfully sent and received. We also offered the option to return the original item so this could be resolved as smoothly as possible.
We did respond to all messages received, although we appreciate that delays can feel much longer when you’re waiting for a resolution, and we’re sorry if our response times added to your frustration.
We take feedback like this seriously and are always working to improve both our product checks and communication. If there’s anything further we can assist with, please don’t hesitate to contact us directly.
Kind regards,
William Giles Team
Great Fitting Knit
I ordered the 100% wool zip up knit, really nice piece and fits great. I just wish the two way zipper was slightly better quality, it gets stuck quite easily and is sometimes difficult to zip up.
7 January 2026
Reply from William Giles
Hello Sharon,
Thank you for your review,
After your email regarding your order was responded to. I quickly sent a replacement order which i can now see has been delivered. I hope this was resolved quickly for you.
Many thanks,
William Giles Team
shocking customer service
Shocking customer service, I paid for my product in November and I still haven’t received it. The lack of response from customer service is embarrassing
8 January 2026
Unprompted review
Reply from William Giles
Hello,
We’re sorry to read this review and are disappointed to see this description of your experience.
To clarify, your original order was unfortunately lost in transit by the courier. Once this was confirmed, we promptly arranged and dispatched a replacement to ensure you received your product as quickly as possible.
All emails sent to us were responded to, and we remained in contact throughout to resolve the issue. We take customer service seriously and always work to find a solution when delivery problems occur.
If you require any further assistance or updates, please contact us directly quoting your order number and we’ll be happy to help.
Kind regards,
William Giles team
£400 down no goods! Stay away!
Spent £400 with this company in November 2025, and the items were never delivered. Took about 2 weeks to dispatch the items in the first place after many emails. I emailed them in regard to the parcel they allegedly posted, and still haven't had a resolution response despite many emails sent.
Will have to take this to my bank now as they have stopped communicating.
Stay away from them at all costs!
28 November 2025
Unprompted review
Reply from William Giles
Hello,
We’re sorry to read this review and would like to clarify the situation.
Your order was successfully dispatched and confirmed as delivered by Royal Mail. We have chased this directly with Royal Mail, who have confirmed that the parcel was delivered to the correct address, with GPS data confirming delivery, and it was left safely in an appropriate location.
We have not ceased communication. Once a parcel is confirmed as delivered by the carrier, our process is to work with the customer to investigate any post-delivery concerns, which we are always happy to assist with.
Please contact us directly with your order number so we can help take this further.
Kind regards,
William Giles Team
What a downward spiral.
Wow. Been using this brand for 3-4 years and it’s only gone downhill from when I first found it at 5000 followers.
Releases tracksuits that he doesn’t even have access to yet and doesn’t send until 3 weeks after purchase.
Tried returning the hoodie for an exchange and it arrived at there warehouse on the 8/12/2025 I’m still waiting on a message for it to be sent back to me.
Recommended this company years ago to my mates but wow, they’ve gone downhill and don’t think I’ll be purchasing any items from them again.
16 December 2025
Unprompted review
Reply from William Giles
Hi Harry,
Thank you for taking the time to share your experience. We’re genuinely sorry to hear how frustrating this has been, especially as someone who’s supported us for years.
You’re right to expect better communication and faster turnaround times. The delays around recent releases and your exchange are not the standard we aim for, and we take full responsibility for that. There have been unexpected internal delays over the black friday period and that we too found frustrating.
Regarding your exchange that arrived on 8/12/2025 — Please reach out to us directly at williamgilesstore@gmail.com with your order number so we can prioritise resolving this immediately.
We truly appreciate your early support and understand your disappointment. Feedback like this is being taken seriously as we work to improve our operations and customer experience moving forward.
— William Giles Team
Nice tracksuits
Nice tracksuits, but bobbly before even wearing and even more bobbles after first wash lol
26 November 2025
They quickly rectified there mistake…
They quickly rectified there mistake and sent out the right size first class so I'm a happy customer again , maybe just check order slips before sending out to not disappoint customers in the future
26 November 2025
Returns are made very difficult I…
Returns are made very difficult I started a return on the 06/11 and received a notification saying that my return is being reviewed, which is strange why does it need to be approved? Today is the 11th and I still haven’t been sent return information. I really want to get the item sent back so I can receive a refund.
4 November 2025
Reply from William Giles
Hello Zach,
Thank you for your review,
Your return was requested on the 6th of november on our returns portal and accepted.
The returns information was sent to your email that day. I have sent some information on returns for you, in future If you are having issues with your return please don't hesitate to contact a member of our customer service team - williamgilesstore@gmail.com
Many Thanks,
William Giles team
I love the products and styles but I…
I love the products and styles but I have ordered twice now and twice I have had to pay extra postage on top of the postage fee, this would of easily been a 5* review if this was sorted out
16 October 2025
Reply from William Giles
Thank you for your review Samuel,
We are so happy that you love our products, However I do apologise that you have experienced an issue with delivery.
I have emailed you with a resolution and hopefully you won't have this problem again.
Thank you,
William Giles Team
Reply from William Giles
We are so happy you love our products!
Placed an order on 28th Septemer
Placed an order on 28th Septemer, bas been showing preparing for shipment since. No updates and no reply to enquiries
14 October 2025
Unprompted review
Reply from William Giles
Hi Muaaz,
Thank you for your feedback, I am sorry to hear you haven't received a reply, I have looked into this and can see your emails have been responded to on the same day. If you are having issues receiving these I would be happy to help.
Many Thanks,
Emily @ William Giles
Reply from William Giles
Thank you so much for your kind words! We’re thrilled to hear you loved your experience with William Giles. Your support means the world to us — we can’t wait to have you shop with us again soon!
Shirt is great!
Pre order took slightly longer than I thought but I emailed and the team was super helpful and gave an honest answer. My order arrived a couple days after.
Shirt came and fits my boyfriend perfect! Would highly recommend this brand!
1 August 2025
Unprompted review
Reply from William Giles
Apologies you had to wait slightly longer for your pre order, It can be very hard when we experience a slight delay on delivery but we really appreciate your patience and support and that you love your product!
Perfect service
Unreal service from the team at William Giles. Messaged about an item, got a fast reply and a genuine honest answer. Ordered the item and had it within 24hours of ordering. The shirt is brilliant quality, and unreal fit just as described. Fantastic service will 100% be back for more!
5 August 2025
Unprompted review
Reply from William Giles
Thank you so much for your kind review - This means so much to us! We are working really hard to provide great customer service and incredible products!
Blue and white long sleeve shirt was really nice quality
Quality and fit of the shirt were perfect! Really happy with the product I ordered
28 July 2025
Nice shirt, non existent customer service
Starting with the positive, I do really like the shirt (when it arrived) and it’ll get plenty of wear.
Negatives: customer service is non existent. It’s one man running the business and on his brand’s social media, if you’re asking for an update on your order he’ll ignore you, and only responds to potential customers inquiring.
Delivery took 15 days to arrive, said on his website pre order will dispatch before 25th July. My order didn’t get dispatched until 31st July and I’m pretty sure he gave a false date to Royal Mail about dispatch date saying it got sent three days earlier, probably because of the numerous people commenting on his social media asking where their orders were.
After I asked where my order was, he then posted on his social media a pic of three large sacks of deliveries going out the day before mine arrived, so he waits until every bit of stock has arrived then sends them all out on the same day regardless of how long ago you’ve ordered - so poor.
I like the shirt but I will never order from this brand again and I would advise you to not buy. If my order didn’t arrive that Friday I would have disputed it with my bank.
1 August 2025
Unprompted review
Reply from William Giles
Hello Jack,
Thank you for taking the time to share your honest feedback — we’re really glad to hear you like the shirt and that it’ll get plenty of wear.
We’re truly sorry for the delays and lack of communication you experienced. We completely understand how frustrating that must have been. However in future - We advise that if you are having an issue with an order or delivery and need help that you contact our customer service team at williamgilesstore@gmail.com (as stated on our website) who would be more than happy to help with any issues within 48 hours, Not the founders personal Social media.
We experienced an unexpected slight delay with the striped shirts, however we feel we was honest and informative on this with our customers. I can see that your order was placed on the 17th of July and was despatched on the 28th of July, delivered 2 days after.
We appreciate your patience and for giving us a chance despite the hiccups. We hope we can earn back your trust in the future.
Many Thanks,
William Giles Team
Unprofessional service
Unprofessional service, avoid at all costs! TikTok scam
26 July 2025
Unprompted review
Reply from William Giles
Hi Charlie,
We’re sorry to hear you feel this way, and we’d really like to understand what went wrong so we can make it right. We take every order and customer interaction seriously — we’re a legitimate business and would never intentionally mislead anyone.
Please reach out to us directly at williamgilesstore@gmail.com with your order details so we can resolve this for you as quickly as possible.
Thank you for bringing this to our attention — we value all feedback and are committed to improving the experience for everyone.
Many Thanks,
The william giles team
Save your money
You can find all of this clothing for much cheaper prices and better quality elsewhere, just another TikToker cash grab selling poor quality items with an expensive price tag.
26 July 2025
Unprompted review
Reply from William Giles
Hi Gary,
We’re sorry to hear you weren’t happy with your purchase. We completely understand that price and quality expectations can vary, but we put a lot of care into our designs, materials, and production to make sure each piece reflects the values behind our brand.
We’re always looking for ways to improve, and your feedback helps us do that. If you’d like to share more about what you didn’t like, please reach out to us directly at williamgilesstore@gmail.com — we’d really appreciate the opportunity to make things right.
Many Thanks,
Emily @ William Giles
Terrible Service and delivery takes 2/3 weeks +
Service is terrible, delivery times are shocking
25 June 2025
Reply from William Giles
Hi Liam,
We’re really sorry to hear you had a poor experience with our service and delivery times. That’s not the standard we aim for, and we completely understand your frustration.
We’ve recently implemented a new customer service team and made improvements to our shipping process to ensure faster delivery and better communication moving forward. We truly appreciate your feedback — it helps us do better.
Many Thanks,
Emily @ William Giles
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