Stuarts London Reviews 

It is with great frustration that I recount my experience with Stuarts London, a retailer that has demonstrated an astonishing disregard for basic consumer rights and responsibilities. What should have been a simple purchase and return process devolved into a protracted exercise in corporate stonewalling, with the company failing to uphold its fundamental duty as a retailer.

### **Failure to Deliver and Shifting Responsibility**

I placed an order with Stuarts London, paid in full, and expected to receive the product as described. Instead, I was met with a logistics debacle in which the item I returned was mysteriously deemed to weigh significantly less than its actual weight. Rather than acknowledging their responsibility as the retailer, Stuarts London deflected blame onto their courier partner, DPD, insisting that I pursue resolution with them. This is not only legally incorrect—my contract is with Stuarts London, not DPD—but also a blatant abdication of their duty to ensure that customers receive what they paid for.

Rather than offering a solution, Stuarts London’s responses ranged from dismissive to outright negligent. Their customer service team, led by a representative named Rai, continually reiterated their refusal to issue a refund, despite clear evidence of a discrepancy in weight and a potential issue during transit. Even more egregiously, they suggested that the burden of proof lay with me, the customer, rather than recognizing their own accountability.

The fundamental problem with Stuarts London’s handling of this issue is its blatant disregard for consumer rights under UK law. Under the Consumer Rights Act 2015, the retailer is responsible for ensuring that goods are delivered as described and fit for purpose. If a delivery failure occurs, the obligation to resolve the matter falls squarely on the retailer—not the courier or the customer. By refusing to issue a refund or take corrective action, Stuarts London is engaging in what could be considered unfair trading practices.

Final Verdict: Avoid at All Costs!!

This experience has made one thing abundantly clear—Stuarts London does not stand by its customers. Their refusal to take responsibility, their dismissive approach to genuine complaints, and their failure to adhere to basic consumer protection laws make them a retailer that should be avoided at all costs.

I have since escalated this matter through all available legal and consumer protection channels, including filing a claim with my payment provider and reporting the issue to Trading Standards. No consumer should have to go through such a frustrating and unjust experience simply for making a purchase.

For anyone considering shopping with Stuarts London—think twice. Their lack of accountability and poor customer service could leave you out of pocket and without recourse.

Order a pair of boots that aren’t available in the US. They were not in stock and the customer service team quickly let me know that and refunded me my purchase. Even though I am sad about my boots, it was a great experience with customer service. 10/10

Finally decided to buy a fairly pricey item, the sale went through and was looking forward to receiving it.

The next day I received an email saying it hadn't been in stock.. it seems unlikely as when I ordered it it said there was 1 left and allowed me to buy it. It's frustrating as it was my first time buying from Stuart's and the item had only just gone on sale so it seems strange they didn't check if they had any in stock before selling them.

I was without the money and if I had known I would probably have ordered something else in the sale - which had all sold by the time I got my refund.

$49.95 to return a sweater that was $79. That is basically robbery.

First time purchase (ski goggles) from the website a few days ago and couldn’t be happier!

I ordered an item that was stuck in customs and dandy fellow 's sales department was of great help in resolving the situation.
The ordered item was perfectly compliant.

I recommend Dandy fellow

Julien

Purchased a superb Parka coat and I am extremely pleased with the purchase. Fantastic product at an excellent price. Any question I had were answered very quickly by Rai at the customer care team. I have purchased several items from Stuarts London and would thoroughly recommend them.

Great service, I had to arrange an exchange and they made that incredibly easy and pain free! Will definitely shop here again.

Fanstic service - I can recommend Stuarts highly enough. Fantastic range of selvedge denim - decent prices and I got next day delivery on a weekend. Top notch ! 😁

I can't say enough about Stuarts' absolute first class customer service and responsiveness. I am in the US and they went above and beyond when I called them. I look forward to visiting their store when I next visit London.

I used to spend countless hours wandering the High Street shops, but over time, I grew weary of the constant cycle of the same styles and seeing everyone dressed alike.

For me, fashion is all about showcasing who you are, which is why stumbling upon Stuart's of London was an experience! This remarkable store and website specialize in bespoke clothing, offering an incredible range from hats to shoes and everything in between, empowering you to create a look that’s truly your own.

Their limited edition pieces are absolutely remarkable, and when I checked prices against other retailers and online options, I was thrilled to see how competitive they are!

But that’s not all—the service is simply outstanding. My online orders arrived beautifully wrapped and were delivered so quickly, turning the entire shopping experience into something truly enjoyable.

I ordered a pair of Edwin jeans which were not quite right for me but requested an exchange with a different fitting / style pair. All handled swiftly and the new pair are totally perfect. Great shop with genuine history and service!

I bought two pairs of boots which arrived within 24 hours. I returned one pair and was refunded swiftly. I'll be using Stuart's again for sure.

Be careful, a scam and not very serious in the clarity of the selling price. I bought some shoes paid, with a credit card, at the initial asking price of £ 75.83 + delivery £ 14.95 + VAT 0, delivery Italy. Upon delivery, the courier asked me for other sums on delivery of € 28.95, otherwise they would not have delivered the goods. After several exchanges of emails, at first the company believes that they could be customs charges, then later they wrote to me that they had done some checks and that they are VAT charges and additional transport costs. It has never been seen on any site to buy a good at a certain price and then find yourself with the price increased by 25% of costs not foreseen by the seller to be paid by the customer!!!! Despite the various exchanges, the company did not take charge of solving the problem and at the moment has not refunded me the additional sums paid! Be careful when buying, they are not reliable. Report for scam!!!
It is important to clarify following the response of 2/1/25 that at the time of purchase it was not made explicit anywhere that customs charges could be applied and that the selling price should be considered as an advance and approximate!!! No one would buy with these premises! Furthermore, for customers such a check would be impossible to do, as well as the applicability of VAT, because it depends on the regime applied by the company selling. I have bought from all over the world, even from America and no supplier has been as approximate and not very transparent as you! In any case, from your checks it is not a question of customs charges but of VAT (and you wrote on the purchase confirmation that it would be zero) and other transport costs not better specified. I have already written to the email you indicate several times and I have not resolved anything!!! If you are serious, take care of resolving this SCAM internally by giving me my money back! I await your response, greetings

paid for Saturday delivery, was delivered on Monday!

Coat turned up and had very deep creases all over it, messaged the company and they didn't want to know, they take your money then don't want to know you,stay away from them.

Nothing short of excellent - from competitive pricing to customer service during purchase and then after-sale care .... Madison was superb .... attitude just as helpful and professional when I had to return an item for a refund (brand sizing issue and my shape!)

I bought a pair of Jeans from Stuarts where instructions where to wear for at least 6 months prior to washing. I then followed manufacturer’s instructions but jeans shrunk much more than expected. Stuarts accepted return and provided a credit note to value of jeans (my choice) after all those months. Good service.

Not impressed by the website and attempting to buy anything was so frustrating. Discounts are not valid on any purchases plus every time I go to checkout it freezes and kicks me out. On a positive some amazing threads...just can't buy the damn things...sorry chaps but I've given up...

Customer service was first class, especially Madison who not only was very helpful but also went above and beyond.
Really appreciate all your help Madison.