Bought a monsoon black bandeau dress . Received a white laced dress. No customer service available. Charging delivery insurance with preticked boxes which is Completely illegal. Kept one top from 10 i... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Terrible customer service via AI. You can't speak to a human adviser. Be warned, I shopped online at Dorothy Perkins and got charged £3.99 'Delivery Protection' via a pre-ticked box. Under consumer pr... See more
Company replied
Sadly, DP has gone down hill drastically. They have no phone number and no email address. They only have social media messenger which is answered by AI and never actually answers your question. When a... See more
Company replied
I'm waiting for full refunds for 2 orders totaling £140.82. As has been the case yet again DP customer service is beyond appalling. With no actual useful contact only bot assistance. Rebecca who... See more
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Company details
Information provided by various external sources
With a great collection of affordable, feminine womens clothes updated daily in sizes 6 to 22, Dorothy Perkins offer dresses, maternity clothing, boots, tops, cardigans and coats.
Written by the company
Contact info
United Kingdom
- www.dorothyperkins.com
1.6
Bad
4k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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Honestly zero stars
Honestly zero stars. Appalling customer service. I made 3 separate orders at the start of August. None of them have arrived and despite writing 3 times to customer service to chase the refund I have not received a penny of my refund. So no goods and no refund, 14 days later. Also no proper response to my messages. Avoid this company. I think it is probably going bust.
Addition: Dean thanks for responding to my review. Any help you can offer in securing my money back finally would be appreciated. I ordered the following at the start of August which have not arrived and I have not received a refund. I’m really unhappy by this breach of contract and would like my money back please. This level of service is not acceptable on any level and leaves people out of pocket in a really unjust and unfair way.
1) DUX043191314 placed on 04/08/2025 - cropped trousers
2) DUX043191314 placed on 4/8/25 tie neck blouse and white T shirt ( long tall sally)
3). Long tall sally San Francisco and breakfast club T shirts x2 never arrived either and are now too late. Order Number: DUX043191362 placed on 04/08/2025
21 August 2025
Unprompted review
Reply from Dorothyperkins
Hi Lorna
Thank you for this review, I'm sorry to hear you haven't received your orders.
So I can look into this further for you, please can you respond to the message I have sent through TrustPilot with your order details?
Speak soon -Dean
Online returns system useless Messenger contact was great!
Online returns system was useless as when I clicked on the link on their own website it took me to debenhams returns and didn't recognise the order no.
However, I used the messenger contact service (grudgingly) and they were great. I gave them my email and order no and they sent detailed instructions for each item and how to return them. It was easy to follow and very clear (and quick)
Kai was the person I dealt with and they were great
18 August 2025
Unprompted review
Reply from Dorothyperkins
Good morning Natasha,
Thanks for taking time out of your day to leave a 5 star review!
I am so happy to hear that Kai stepped up and resolved this for you. I will ensure they'll be the first to know about this glowing review and that we have been able to provide such a great service for you.
Have a great day.
Joshua
No refund for product sent back
Sent a product off for a refund over 3 weeks ago. I was asked for a proof of receipt for the product that i sent back, which i emailed across. No response since, and havnt received my refund. Order number DUX042577943
From July to nov im still waiting for my money... what a joke
Poor service, I wish I had read all the reviews on here before I purchased.
Seems like they expect people to get fed up chasing refunds so eventually we give up.
DO NOT PURCHASE FROM DOROTHY PERKINKS
25 July 2025
Unprompted review
Reply from Dorothyperkins
Hello Jogita
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you are waiting on a recent return to be refunded.
Our customer service team are currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
I can confirm Pertemba recieved the Plain Jeggings on the 12th Aug, and we expect your refund to be back in your account no later than 31st Aug.
Any issues after this time, please let us know and we can take a look into matters further.
Thank you and take care.
-Stacy
I used to be a loyal customer but wow
I used to be a loyal customer but wow! Now they have resorted in becoming a Market Place pretty much and make returning items something of a minefield bit even they understand.
I would STRONGLY AVOID!
17 August 2025
Unprompted review
Reply from Dorothyperkins
Hello Harlie
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you find our returns to be difficult now we are a marketplace.
We aim to make logging your return as easy as possible, and provide a Track & Return page online so you can view return details for each item in your order.
This can be found here - https://www.dorothyperkins.com/track-and-return
It does not require an account, just the order number and email address you used to checkout.
We appreciate your input, and we hope you decide to give us another chance in the future.
Take care
-Stacy
Returns useless
Order number DUX042613162
Item was returned and received by DP on 28/07 via in post.
Still no refund.
AI text support is useless, no reply to email and contact section on app doesn’t work.
13 August 2025
Unprompted review
Reply from Dorothyperkins
Hello Ceri
Thank you for taking the time to leave a review on your recent experience.
We are an online based customer service centre, so we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case.
Our customer service team are currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
I can confirm your refund was issued on the 12th Aug, and will be visible in your account by close of day Aug 19th.
If you have any issues locating the funds after this time, let us know and we can provide the transaction ID.
Thank you and take care
-Stacy
If I could leave zero stars then I…
If I could leave zero stars then I would. You aren't able to speak to anyone, I have tried emails, WhatsApp and Facebook messenger and am still awaiting a reply from an agent.
They received my parcel back oh the 17th July and said a refund to my payment method would be done within 14 days and to keep an eye on the bank. I have chased the refund to be told that the refund failed and I would need to speak to an agent. I have then been told that I now apparently asked for a gift card instead of a cash refund which I did not. I would like my cash refund like I asked for!!! I will continue emailing to try and get this resolved, otherwise I will go though my bank. If anyone would like to help I would appreciate it!
7 August 2025
Unprompted review
Reply from Dorothyperkins
Hello Gemma,
Thank you for taking the time to leave a review of your recent experience.
We have recently introduced a new option in how customers can receive refunds. You will now be offered two options when logging your return -
(i) refund to gift voucher
(ii) refund to original payment method
It is a customer’s responsibility to ensure you are carefully reading and understanding the options available before continuing to the next page/step. These options are clearly set out online, and selections made at this stage are final once you continue. Once an option has been selected, we are unable to make changes or cancel it.
This choice is presented each time you make a return, so for future returns you can select a refund to go back to the original payment if you prefer.
Take care ,
-Lucy
No refund
Hi, can’t get into any form of ‘contact us’ so trying here.
I sent a return on 20th July and still has the same status of ‘in carriers network’ as of 25th July. I have not yet received a refund or clarification you have received the item. Different item/style sent compared to the picture I was expecting.
Refund number is Return for Order DUX042554120
Can this be looked into please.
20 July 2025
Unprompted review
Reply from Dorothyperkins
Hello there.
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you have not received any confirmation surrounding your return.
I can see the refund is in progress and due to reflect back in your account on the 16th August.
Should you have any concenrs surrounding your items upon delivery, please reach out to our customer service team here - https://www.dorothyperkins.com/pages/informational/contact-us
They can then block any return fees aplicable and let our warehouse team know to have any remaining stock checked for further discrepancies.
Thank you and take care
-Stacy
Frustration with return & refund
I returned my order and fortunately kept my receipt from Post Office. I used the whatsapp number given to find out if they had received my returned order. Responses are very slow and not accurate. We are getting into the 3rd week no updates on them receiving my order, no update on my refund. It is so frustrating. My Order Number: DUX042521696. Can someone please help! It seems this is common with DP. Are you doing anything about this so that you dont lose customers. I will never buy again from DP!!
17 July 2025
Unprompted review
Reply from Dorothyperkins
Good afternoon Delysia,
I hope you are well and thank you for taking the time out of your day to leave feedback on your recent return.
When checking your order for you, the return has been refunded yesterday and is now processing the refund back to your account for you. If you speak with your payment provider about the refund, they will be able to help locate the refund within your account for you.
Have a lovely day - Joshua
Returned
Returned order number DUX042561522 to which I received and email on 18/07 to say my return had been successfully generated and still waiting for my refund?
What has happened to this company, never had problems or waited so long in the past when I have ordered from DPs. Wont be ordering from again.
3 August 2025
Unprompted review
Reply from Dorothyperkins
Good afternoon,
I hope you are well and thank you very much for leaving your feedback regarding your return.
When checking the order, the refund is due to clear to your account for you by 7th August. Please allow up until this time for the refund to clear to you. If unable to locate by that date, please contact our Customer Service team on: https://www.debenhams.com/pages/informational/contact-us?srsltid=AfmBOorQ0nug2Cwu3bwddcDyOjeEhyShmCATZ7dWwQrOZEJyr9gFOfNE. Once we hear from you we will be able to request the refund ID for you.
Have a great day - Joshua
Would have given zero if I could
Would have given zero if I could, I purchased some clothes, which didn’t fit…so had to return, bearing in mind I paid £3.99 for delivery, I had to spend another £1.99 to return, so I basically lost £6… it was fairly straight forward to return…Although I didn’t receive any confirmation that the items were received for 2 weeks, I then had to wait another 3 weeks for my refund, and I think they only sent it because I kept chasing it up…All a bit of a con to me as they are gaining interest on your money as it takes so long to refund it,…I will not be shopping on Dorothy Perkins website again as it not worth it, the cost to deliver and return and quality of the clothes not great.
14 June 2025
Unprompted review
Reply from Dorothyperkins
Hello Polster
Thank you for taking the time to leave a review on your recent experience.
As the delivery and return are 2 separate services, they will incur their own charges, which are outlined on our delivery and return information pages.
We advise our customers to familiarise themselves with this information before an order is placed to avoid any unexpected fees. The charges are still significantly less than what would be paid to post a parcel at your own cost, and we do aim to keep these as low as possible.
Thank you and take care.
-Stacy
Order No DUX041118562
**Order Number: DUX041118562**
Order placed 21st May,
Order delivered 28th May.
Wrong dress sent, completely different to one ordered.
Customer service contacted on 28th May, requested refund including return postage as wrong item sent. Dress returned and received by Dorothy Perkins 8th June.
Money supposed to be refunded within 15 days.
Fast forward to 1st August, several emails later and still no refund.
No reply from customer service to email sent on 25th July despite claiming to reply within 48 hrs.
I WOULD LIKE A REFUND OF MY MONEY INCLUDING THE RETURN POSTAGE COST AS WRONG ITEM SENT.
***Order Number: DUX041118562***
28 May 2025
Unprompted review
Reply from Dorothyperkins
Good afternoon Tracy,
I hope you are well and thank you for leaving your feedback regarding your recent experience with your return and that you have no update after contacting our Customer Service team.
I can see we reached out 12th July to see if you preferred for the correct item to be sent or refund to be processed. As you have now requested the refund, I've refunded the dress for you which will be confirmed in an email shortly.
As you have not recieved our emails, please allow up to one hour for this to be sent over and then please check your junk/spam to locate the email from me.
Have a great day - Joshua
Order DUX042640082 - still no refund! Terrible customer service and no way to…
Terrible customer service and no way to actually speak to a human being! Like others, I returned an item which was received by Dorothy Perkins/Debenhams via Evri (tracking app confirms). No refund after 15 days of waiting and no reply to WhatsApp Chat when messaged on numerous occasions. Luckily it wasn't an expensive item but I certainly won't be shopping with them again.
31 July 2025
Unprompted review
Reply from Dorothyperkins
Hi Laura
Thank you for this review, I'm sorry to hear a refund hasn't been received. I can see the 15 day timeframe has only just passed today, and our customer service team do aim to respond to all messages sent as soon as possible, and we ask to allow at least 72 hours for a response to be received.
As the timeframe has passed, I've gone ahead and have issued a refund on the return.
Have a great day - Dean
There is no way to get through to these…
There is no way to get through to these people. No replies to emails or chats no phone numbers to ring it’s a joke. Chasing my refund. Was a regular shopper but no more after this appauling experience
29 July 2025
Unprompted review
Reply from Dorothyperkins
Hello Zarina
Thank you for taking the time to leave a review on your recent experience.
We are an online based customer service centre, so we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case.
Our customer service team are currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
We do value your feedback, especially when it helps us identify areas for improvement.
Thank you
-Stacy
ordered 2 items ( one from blue vanilla…
ordered 2 items ( one from blue vanilla that they sell )sadly both too long so promptly returners Returns acknowledged by DP and refund minus £1.99 for postage promised. Weeks later and NO refund of any kind ,I am owed £35+.
Both have no reply emails. will not use again ever
28 July 2025
Unprompted review
Reply from Dorothyperkins
Hello Mrs Raven
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you are waiting on a refund to be issued for a recent return.
I'd like to look into this further for you, but I will need a few more details from you first. Please could you reply to the message you will have received off Trustpilot requesting more information. I will require your order number and email address.
Thank you
-Stacy
Not sure how to proceed
Not sure how to proceed, returned an item DUX042086304 using the Evri label provided, tracking H01THD0006428614 shows picked up Sat Jul 12th 25, no movement since Wed Jul 16th 25, now July 25th, still nothing, chat people say just wait, how long for?? So frustrating. Any advice, please?
25 July 2025
Unprompted review
Reply from Dorothyperkins
Hello Mandy
Thank you for taking the time to leave a review on your recent experience..
I'm sorry to hear your recent return was not processed efficiently.
I can see our customer service team has looked into this for you and deemed your return as lost or delayed. A refund has been issued and should of cleared in your account by close of day July 29th.
Thank you for your patience and take care.
-Stacy
Refund is ridiculously slow
I returned 3 items due to them not fitting the return was delivered to there warehouse 3/7/25 and I did not receive confirmation of refund until 13/7/25 I’m now still waiting for the refund to actually hit my bank and it’s now the 22/7/25.
I use to love ordering from here but now won’t bother.
22 July 2025
Unprompted review
Reply from Dorothyperkins
Hello there, thank you for taking the time to leave a review regarding your recent experience with our brand.
I'm sorry to hear you were unhappy with items you ordered and returned them for a refund.
Your refund is currently being processed.
This is now making its way through the system and will be with you soon.
Take care - Devon
Bad service and communication
I used to order from Dorothy Perkins all the time and really rated their customer service and products. I ordered a pair of shoes for an upcoming wedding this weekend last week and Dorothy Perkins sent them via Evri. Evri lost my parcel (notoriously unreliable delivery service so I don't know why companies keep using them). I ordered a second pair using expedited delivery and they sent via Evri again and again, they have been lost.
I didn't get a confirmation email confirming either order, and I got in touch with customer services on Monday for answers and still haven't heard anything back from them. If either pair turns up I won't be able to return as I never got the confirmation emails.
I expect both orders and delivery costs to be fully refunded, but reading other reviews refunds and replies to emails seem to be like getting blood from a stone.
Poor deliveries, poor communication, poor customer service. I will not be ordering from Dorothy Perkins again.
17 July 2025
Unprompted review
Reply from Dorothyperkins
Hello Beth,
Thank you for taking the time to leave a review on your recent experience.
I am sorry to hear you haven't received the 2 orders and didn't receive an email to confirm these, especially as these were for a wedding this weekend.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Please be assured they will get this resolved for you and provide you with all necessary details, should you need to return.
Thankyou,
-Lucy
I tried to return items using the no print QR code Royal Mail route
I tried to return items using the approved channels. I have confirmation from Royal Mail to say my return has been received at the warehouse. I have had no confirmation from Dorothy Perkins to say they have received my parcel back at their warehouse. I emailed Dorothy Perkins customer service with all the information they ask you to provide and I have had an automated message back saying I would get a reply within 48 hours. 48 hours has been and gone and still I have had no reply. I’m incredibly disappointed. I have been ordering from this brand for years and never had a problem. I will not be ordering again.
27 June 2025
Unprompted review
Reply from Dorothyperkins
Hello Natalie,
Thank you for taking the time to leave a review of your recent experience.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
We value all feedback and continuously work to improve our products and services.
Thankyou,
-Lucy
Takes ages to get a refund
Takes ages to get a refund. You have to contact them multiple times (if you have nothing to do). Items from one order were sent from different places, therefore, you have to send them back separately and pay £1.99 for each. Items don't fit, a t-shirt looked ok but has a terrible toxic smell. The return was sent more than month ago, still waiting for a refund.
Poor quality. Don't recommend
5 June 2025
Unprompted review
Reply from Dorothyperkins
Hello Anastasiia,
Thank you for taking the time to leave a review of your recent experience.
Dorothy Perkins does operate as a marketplace, meaning that products are sold by multiple third-party sellers as well as well-known brands.
All our product pages will provide details on who is selling and shipping your items.
Please note a returns charge of £1.99 per parcel will be deducted from your refund amount.
If you have any further queries regarding the refund, please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this looked into for you.
https://www.dorothyperkins.com/pages/informational/contact-us
Thankyou,
-Lucy
Where is my refund?
Absolutely impossible to get a response from anything other than an AI bot which tells you that you will be put through to an agent. It never happens, and you go round and round in circles answering the same questions with no answers. Like everyone else who has left bad reviews recently, I am awaiting a refund. Where is my money? I returned the items as per instructions on 23rd June and was told to wait till 8th July. Still no refund. Where is it? How do I find out? Why can’t I deal with a human being who will confirm when my money is coming back to me? I do not want a stock response that it can take up to x number of days. Been there, done that already! I was told to wait till today, and I’ve done that, and I am getting nowhere. I want to know I’ve been refunded and exactly when. Terrible. Will be advising people to avoid ordering from this company. If I don’t get a response shortly, I will be pursuing a dispute via my credit card company. Order number is DUX041889249
UPDATE: Interesting that the message I received recently on WhatsApp after much badgering from me said refund would be in my account by 16th July and the reply below says by 30th July! Hmm, I wonder when I will actually get it??!!
8 July 2025
Unprompted review
Reply from Dorothyperkins
Hello Danica,
Thank you for taking the time to leave a review of your recent experience.
Whilst we do use AI to route our queries to the next available advisor and to answer some very basic queries, you are always able to speak to a human if you request it, as this has been set up to understand this if requested.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
I can confirm your refund is making it's way through our system and is due to be with you no later than 30th July. Please do note it would be advised not to open a dispute, as this could delay your refund further.
We value all feedback and continuously work to improve our products and services.
Thankyou,
-Lucy
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