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
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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
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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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Avoid
As a long-time customer of Dorothy Perkins, I had always been pleased with their service. However, after recently buying several items with cash and needing to return many due to sizing issues, I discovered the return policy had changed: instead of cash refunds, I was to receive gift cards to the value. Unaware of this new policy, I contacted customer service hoping for a different solution that I wanted a refund not a gift card. This experience highlights how important it is to check the current return policy before making any returns. The response from there customer service was I am unable to assist you further with this query and would deem this matter closed. Definitely avoid using them again.
8 July 2025
Unprompted review
Reply from Dorothyperkins
Hello Debbie,
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.
Thankyou,
-Lucy
Would not order from here again
Would not order from here again. Waited weeks for a refund from some items and it still hasn't happened. Customer service were slow and didn't answer my questions I asked properly (done through Debenhams). They sent items from multiple sellers and so when returning I was charged a return cost for each one! This did not feel transparent before sending back. All in all, it was a very negative experience.
Edit in response to reply: I did contact customer services. When they finally got back to me, they did not answer my questions sufficiently. There was a lot of unnecessary back and forth trying to work out the returns. Still waiting for a refund almost 3 weeks after returning (had to send post office receipt as proof, and they agreed to refund, but still not seen it)
4 July 2025
Unprompted review
Reply from Dorothyperkins
Hi Hannah
Thank you for this review, I'm sorry to hear that you have had an issue with the return and refund process. We value all feedback and continuously work to improve our products and services.
Our customer services team will be happy to look into this for you and will respond to all messages as soon as possible. Our contact avenues can be found here:
https://www.dorothyperkins.com/pages/informational/contact-us
In regards to return fees, these are outlined on the agreed returns policy which is available for viewing at all times on our website here:
https://www.dorothyperkins.com/pages/informational/returns
Thanks
- Dean
What has happened to Dorothy Perkins!
What has happened to Dorothy Perkins! Absolutely dreadful and will not be ordering from them again! Ordered from Dorothy Perkins, only to discover after I had placed the order that it was coming from braforme as a marketplace seller. Delivery was slow. Returns process is a shambles! They are supposed to provide a prepaid returns label in the parcel but didn't. I emailed back and forth only for them to suggest I had missed it in the packaging. Eventually, they send me a label. I take the parcel to the Post Office to be told the label is for a large letter. I emailed braforme and received no reply. I emailed Dorothy Perkins to raise a complaint and have heard nothing. I returned the items on 12.5.25, today is 1.7.25 and I have still not received a refund. Very angry!
I ended up getting my refund on 18.7.25....a whole 2 months after I returned it! Also, no response to my complaint.
23 May 2025
Unprompted review
Reply from Dorothyperkins
Hi Michelle,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear you've not received your refund.
We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. As the refund for each item returned is processed by the relevant concessionaire brand once received, this is why the refund will be processed in separate amounts.
I can assure you that the refund for your return will be processed, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.dorothyperkins.com/pages/informational/contact-us
Rob
I ordered some clothes on line on the…
I ordered some clothes on line on the 8th of June 2025 the courier obviously lost the parcel the tracking said at depot for 16 Days Dorothy perkins were no help just told me that I had to wait 28 days then they would investigate. Parcel turned up yesterday in a bag that looked like it was from vinted. There were only 3 items inside instead of 4
And now they are telling me they will investigate and if they can prove they were scanned in I will not get a replacement or refund
Basically accusing me of fraud. There was no invoice or remittance in the bag,which there usually is. So basically instead of apologising for all the agro they have caused me they are accusing me of fraud!
26 June 2025
Unprompted review
Reply from Dorothyperkins
Hi Lauri,
Thank you for taking the time to leave a review on your recent experience. I'm sorry to hear that you haven't received all of the items from your order after this was delayed with the courier.
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.
Take care
- Rebecca
The return process is awful you give up…
The return process is awful you give up . However word of mouth to friends and family will save them
26 June 2025
Unprompted review
Reply from Dorothyperkins
Hi,
Thanks for leaving a review, and I am sorry to hear you have had some issues with your return.
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 resolved for you.
https://www.dorothyperkins.com/pages/informational/contact-us
Take care
- Rebecca
I will not use again
I ordered 4 items, these were delivered from 3 outlets. I wanted to return 3 of the items which had to be returned to the 3 different outlets, each with a different method, Evri, Royal Mail and Inpost. No option to use the same method for any of them. I am still waiting for a refund 14 days later from the date of refund issue. I have also been charged £3.98 for return delivery charge.
I was under the impression i was buying from Dorothy Perkins, not from different outlets which would need returned separately.
I will definitely NOT be using this website again. Its just a farce and by no means easy. They are happy to charge you in 1 payment but not do the refund process in 1 method.
24 June 2025
Unprompted review
Reply from Dorothyperkins
Hi,
Thank you for taking the time to leave a review of your recent experience. We do operate as an online marketplace in order to offer our customers great prices on a wide range of products from popular brands. You can find the details of the delivery and returns of concessionaire items on the website, and a full list of the brands below. https://www.dorothyperkins.com/pages/informational/concessionaire-brands
Each concessionaire may offer different methods for the return, though I do apologise for any inconvenience caused by having to return using multiple couriers. As the cost of shipping has increased so steeply, we have had to look at where we can adapt our overall offering without compromising the great value that we have across all of our products. This has meant that we will be applying a charge of £1.99 to returns so that we can continue to offer great prices and products and do this in a more sustainable way.
We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. As the refund for each item returned is processed by the relevant concessionaire brand once received, this is why the refund will be processed in separate amounts.
I can assure you that the refund for your return will be processed, but if you wish to have a more specific date, or have further questions regarding the returns charges, you will need to contact our customer service team using one of the options below.
https://www.dorothyperkins.com/pages/informational/contact-us
Thank you for your patience,
- Rebecca
Hi I returned 2 dresses on the 9th June…
Hi I returned 2 dresses on the 9th June 2025 via the Post Office. Have not received any notification as to whether they have been received. I await to hear from you. Thank you
9 June 2025
Unprompted review
Reply from Dorothyperkins
Hi Carol,
Thank you for leaving a review of your recent experience, and I am sorry to hear you have yet to receive an update regarding your refund for the two dresses you have returned.
We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. You will receive an email once the return has been received and refund processed.
I can assure you that the refund for your return will be processed, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.dorothyperkins.com/pages/informational/contact-us
Thank you for your patience,
- Rebecca
Absolutely disgusting company to deal…
Absolutely disgusting company to deal with! First and last....never again. Placed an order for a dress for an event. Should have been concerned it took over a week to ship but waited patiently. Dress turned up and it was the totally wrong dress! A hideous white, long, frilly sleeved eyesore. I emailed and emailed and emailed and emailed again for help. I then opened a dispute with PayPal about receiving the wrong item. In the meantime I finally get a response from someone saying they were sorry for the delay and usual platitudes and asking for photos, which I'd already sent, showing the issue. Another three days go by and they respond asking me to return and that it would be free. Except it wasn't and the site said the return cost would be deducted. I just sent anyway and escalated with PayPal. The dress was received back with them 8 days ago and no response or confirmation it was received. And now PayPal say the returns address on Debenhams/Dorothy Perkins doesn't match the one I was TOLD to send it back to....so closed the claim in THEIR favour. What a joke of a company. Trust me I won't give up on this
9 June 2025
Unprompted review
Reply from Dorothyperkins
Hi Emma,
Thank you for taking the time to leave a review on your recent experience. I'm sorry to hear that you have received the incorrect dress, and that you have had issues receiving your refund once it was returned.
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.
Take care
- Rebecca
Poor product,poor customer service
I would give no stars but that is not possible. I ordered a dress which was so badly made- I sent it back 19 days ago. Although they acknowledged receiving the return, I have not had my £56.88 re reimbursed.
I will not purchase from Debenhams again and would never recommend them.
19 June 2025
Unprompted review
Reply from Dorothyperkins
Hi Christine,
Thank you for taking the time to leave a review of your recent experience. I am sorry to hear the quality of the clothes was not as expected, and that you have yet to receive your refund.
We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again.
I can assure you that the refund for your return will be processed, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.dorothyperkins.com/pages/informational/contact-us
Thank you for your patience,
- Rebecca
I returned my clothes
I returned my clothes, which were worth almost £60, but have yet to receive any refund. I’ve sent several emails regarding this issue but haven’t received any response. I’m unsure who to contact at this point and am now considering whether to proceed with an official complaint.
Disappointed with the lack of communication and resolution so far.
16 June 2025
Unprompted review
Reply from Dorothyperkins
Hi,
Thank you for taken the time to leave a review of your recent experience, and I am sorry to her there has been a delay with you receiving your refund.
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.
Take care
- Rebecca
I have returned at least 10 seperate…
I have returned at least 10 seperate orders to DP since May2025, no sign of refunds being processed as yet. You are not able to speak to anyone, attempt to contact via email,whats app etc - radio silence!
Do not give this retailer any business, they do not provide any level of customer care or service. Avoid!
19 May 2025
Unprompted review
Reply from Dorothyperkins
Hi
Thank you for sharing your review. I'm sorry to hear that you have had difficulty with the return and refund process. We value all feedback and continuously work to improve our products and services. Our customer services team will respond to all messages as soon as possible and our contact avenues can be found here:
https://www.dorothyperkins.com/pages/informational/contact-us
Please allow time for a response on your email as sending multiple messages between responses can result in your messages position in the queue being effected.
Thanks - Dean
Not even 1 star
Not even 1 star, returned item on 9th May and still awaiting refund. Is this legal? Have sent proof of return and tracking says was received on 11th. No response from Dorothy Perkins.
6 June 2025
Unprompted review
Reply from Dorothyperkins
Hello Eve, thank you for taking the time to leave a review regarding your recent experience with our brand.
I'm sorry to hear you feel this way, our customer service team are extremely busy at the moment and working really hard to respond to all of our customers as soon as possible.
Take care - Devon
Avoid! Can't get refund money off them
Same as everyone else unfortunately. Just can't get my refund. Ordered dresses on 3rd may. Kept a couple but returned the others. Returns received 24th may but cannot get my almost £80 refund despite many emails. No response other than an automated WhatsApp message. This has to be illegal. Used to love Dorothy Perkins and the clothes are lovely but never again sadly.
5 June 2025
Unprompted review
Reply from Dorothyperkins
Hello Caz
Thank you for taking the time to leave a review on your recent experience.
Your refund should have now been processed. If for any reason you feel this still isn’t the case for you, please reach out to our customer service team who can look into this further -
https://www.dorothyperkins.com/pages/informational/contact-us
Our AI BOT will provide you with support on general queries, however it may not have the full context or understanding to answer specific or complex questions. If this is case, you can always request to be handed to an agent for further help.
Thank you and take care.
-Stacy
I don't even want to give 1 star
I don't even want to give 1 star
I don't even want to give 1 star. U returned 3 dresses on 19th May and I am still today 4 June waiting for a refund, just keep being told it's in progress. However to add further insult to injury was told the wrong amount was being refunded yesterday. They hadn't refunded me for the third dress. I've now been told today they have now rectified this and I can expect payment in or before 18 June. So that will mean 2 weeks from today and will mean 1 month in total and I still haven't received the first refund!
They know there is no comeback because its impossible to speak to an agent. I'm going in holiday on 16 June and was waiting for the refund of £84.00 so I could afford to buy something else. I will be in holiday before I get the refund.
I'm sure this must be illegal under Trading Standards. I got a dress from another company 2 weeks ago and returned it on the Monday and the refund was in my account by the Friday.
If you don't have lots of money to spare like me DO NOT USE THIS COMPANY UNDER ANY CIRCUMSTANCES. In any event the reason the dresses were sent back was because they were very cheaply made. Not the quality Dorothy Perkins used to be many years ago. More akin to the quality of a certain Chinese company.
I'm furious.
UPDATE to response from Dorothy Perkins
Thank you for your response. You have said it takes 14 days plus 5 days to refund monies. You received my package on 19th May. 14 days plus 5 days means I should have the refund in my account today and I haven't, so where is it?
You also say you send to the provider within 14 days and email to confirm the refund has been sent. I therefore should have received this 2 June by your 14 day deadline. I haven't. If I don't receive payment by the end of today I will be taking going to the media about this scam. It is quite clear you are doing this to everyone by the comments
4 June 2025
Unprompted review
Reply from Dorothyperkins
Hello
Thank you for taking the time to leave a review on your recent experience.
Please note it can take us up to 14 days to process your return once received and issue your refund. It can then take up to a further 5 days for your payment provider to show the refund as an available balance again.
We'll send you an email as soon as your refund is with your payment provider.
While we understand other companies may have shorter refund timeframes, we have our own policies and processes to follow.
Thank you and take care.
-Stacy
DUX040938286 Still no refund
DUX040938286 Still no refund. Was never sent the ordered goods. They were out of stock. That was on the 15 May it’s now the 3 June. No refund. It’s a scam.
2 June 2025
Unprompted review
Reply from Dorothyperkins
Hello
Thank you for taking the time to leave a review on your recent experience.
I can confirm your refund has been issued, however it can take up to 5 days for your payment provider to show the refund as an available balance again.
We can provide transaction ID for the funds should you wish to confirm with your payment provider, however it will be visible in your account no later than 12th June.
Thank you and take care.
-Stacy
Worst company ever
I would never order anything from Dorothy perkins AGAIN. Sent goods back and got an email on 20th May saying they are processing my refund and still not had it, good way for them to make interest with customers money!! No number to phone them!!! Only a robotic text on WhatsApp and noticed on her also automated replies. Order number
DUX040899451. If I don't receive refund within next couple of days I will be taking this further.
20 May 2025
Unprompted review
Reply from Dorothyperkins
Hello Sue
Thank you for taking the time to leave a review on your recent experience.
I can confirm your refund has been issued, however it can take up to 5 days for your payment provider to show the refund as an available balance again.
We can provide transaction ID for the funds should you wish to confirm with your payment provider, however it will be visible in your account no later than 10th June.
Thank you and take care.
-Stacy
awful
Never have I ever used a company that took its time with everything
Over a week to dispatch, acknowledge my return and get my refund. Almost 3 weeks to get my money back from the initial return email acknowledgment which just isn’t good enough
I love Dorothy Perkins clothes but unfortunately I’ve lost all trust in the company and will not be using again
31 May 2025
Unprompted review
Reply from Dorothyperkins
Hi
Thank you for this review. When a return is made, we ask that customers allow up to 14 days for a returned parcel to arrive at our warehouse, undergo inspection, and be processed by the returns team. Following this, it can then take an additional 5 working days for the refund to be fully processed by your payment provider. This means the return process can take up to 21 days.
Refunds are usually received well within this time and we value all feedback to continuously work to improve our products and services.
Thanks - Dean
Sadly I am seeing the same complaints…
Sadly I am seeing the same complaints as others. I have returned two orders - one dress in the same order had to be returned separately. This has been refunded today (weeks and weeks of waiting and the same responses along with an automated response when I challenged the timescales. I am still waiting for the majority of my first refund and still no acknowledgment of my second order refund. Really gutted as I love DP clothes but the stress of the refund process isn’t worth it. I now have a whats app saying my refund has failed after 6 messages saying it would be refunded soon and to be patient!!! The service is appalling and made so much worse because you can’t talk to anyone
28 May 2025
Unprompted review
Reply from Dorothyperkins
Thank you for confirming that information for us, Melanie. I have had a look at your account and can see that a refund was processed for 2 dresses (£36.41) was processed against order DUX040729378, yesterday, 3rd June. This will be credited back to the card you used to pay for the order within 5 working days.
Against order DUX040375653, you have had a total of 5 items refunded. One refund of £20.01 was processed on the 23rd May 2025 and will have cleared back to the card you placed your order with by 28th May 2025. The second refund of £62.53 for the other 4 items was processed on 28th May 2025 and should now have cleared back into your account.
If you do have any other questions, please feel free to reach out to the customer service team, and they'll be able to advise further.
- Georgie
____________________________________________________________________
Hello Melanie, thank you for taking the time to leave a review regarding your recent experience with our brand. We appreciate all feedback to help improve our brand/service going forward into the future.
Please can you provide your order number in the request sent so we can get this matter looked into further and advise further on your refund query.
Kind regards -Millie
Absolutely shocking!
Absolutely shocking!
Always used Dorothy Perkins as a store. Loved it as did fashionable petite clothing. Ordered from website recently and got my delivery ok but trying to return is an absolute nightmare.
Order comes from one order with all items on it but returns are via different channels all with different processes and tracking/response is next to nothing.
Been sold an item which is labelled up and advertised as one well know highend company but when ive chased the return im told its a budget low end c*** company i would never use. Contacted what I though was ‘dorothy perkins’ via their channels (messenger & whatsapp) and when Ive challenged about it and asked whats going on I AM IGNORED! They stop replying to messages and just say “reps are busy”! Its a joke. Will never be using DP again.
I have now reported to Trading Standards for misselling and trading badly on the reputation of a good name business. Wil never trust Dorothy Perkins/Debenhams again after this.
Be Warned there are TWO trustpilots for Dorothy Perkins! One claimed profile, One unclaimed profile!!! One has score of 2.5, the other only 1.5….that in itself suggests untrustworthy company infiltrated by scammers trading under trusted name.
24 May 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. We appreciate all feedback to help improve our brand/service going forward into the future.
Please can you provide your order number in the request sent for us to look into the conversation so far and advise further on this for you.
Kind regards - Millie
Disgraceful service. Order number DUX040318367
My order number is DUX040318367. I received an email 14 days ago on 8th May informing me that you were processing my refund but I still have not received my money refunded back to me. I returned all items in the order. When will I receive my refund? Two weeks is a totally unacceptable amount of time to wait. I have contacted you several times on WhatsApp just to receive generic automated responses. I want my refund issued with immediate effect.
22 May 2025
Unprompted review
Reply from Dorothyperkins
Hello Danielle, thank you for taking the time to leave a review regarding your recent experience with our brand. We appreciate all feedback to help improve our brand/service going forward into the future.
I can confirm we have received your return and working on processing it. Please note it can take us up to 14 days to process your return once received and issue your refund. It can then take up to a further 5 days for your payment provider to show the refund as an available balance again. We'll send you an email as soon as your refund is with your payment provider. Your refund will be back to your payment method by 27th May.
Kind regards - Millie
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