Mission impossible to make contact. Tried with messenger. They answer 1 question after a day then whe you reply it's another day. Ordered several items which came in 3 separate deliveries over 10... See more
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Why does Wallis take so long to action a refund? Almost,twice as long,if not more ,than other companies. It would appear that Wallis are now using delaying tactics to hold on to customers’ refu... See more
Trying to return 4 items from my order returns portal only showing 3 items. Contacted customer services via whats app Saturday and 3 days later still waiting for an agent to deal with my query. I know... See more
Company replied
I should have known better than to order from them again. Major problems last time with communication and lack of delivery (Evri) impossible to communicate. This time even worse as they were suppos... See more
Company replied
Company details
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Shop the latest dresses, tops, trousers and knitwear from Wallis' womens clothing collection - petite to plus size available to buy now
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1.4
Bad
2k reviews
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Do not shop with Debenhams or Wallis…
UPDATE !!!!! 4th March 2026
DO NOT SHOP WITH DEBENHAMS OR WALLIS unless you know you will keep the items.
I have still not received the £50.15 owed to me for the dress I returned even though both Wallis / Debenhams have proof that it was returned
I have submitted all information and still no word from either Wallis or Debenhams as to when I will receive my refund
I think there are so many bad reviews like mine that neither Wallis or Debenhams care. If you care about building your customer service, please respond to my latest email sent to your customer services department today
I returned two dresses in the same package on 3rd Oct 2025 and received email confirmation that BOTH dresses had been returned and my refund would be processed in days. It is now nearly 16 weeks and I have finally received a refund for one dress but not the other dress and ONLY RESPONSE WAS TO SAY I CAN HAVE A GIFT CARD FOR THE REMAINING DRESS. I DO NOT WANT A GIFT CARD, I WANT THE REMAINING £50.15 OWED TO ME RETURNED TO MY BANK ACCOUNT
Wallis and Debenhams customer service is diabolical
3 October 2025
Unprompted review
Reply from Wallis
Hello Caroine,
Thank you for taking the time to leave a review, and I am sorry to hear that you have yet to receive your full 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
If your expecting your order asap
If your expecting your order asap , don't count on it ! give it 2 to 3 weeks like you would with Temu as I placed my order in November and still have not received it even though they took the payment straight away.
To make things worse there is no email address or telephone contact details only if you are on Facebook through messenger! utterly disgraceful!if there was a negative rating I would give them that!
11 December 2025
Unprompted review
Reply from Wallis
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been a delay with your order.
As we are an online based customer service centre, 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 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
worst company in the world- i ordered 3…
worst company in the world- i ordered 3 items of which only one turned up. I returned the one that I received as the size was completely wrong- I had to chase the refund for over 1 month.
I then had to ask for the refund for the other 2 items that did not turn up. After about 10 emails and about 3 months of chasing I finally got the refund. Nobody responds to emails and if they do it is after weeks with no follow up. It is terrible terrible company and caused me a lot of stress
1 September 2025
Unprompted review
Reply from Wallis
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that there was a delay with your refund. I am glad to hear that this has now been resolved.
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
If there was a star for minus they would get it
If there was a star for minus, they would have got it. I want to return items, for some reason I am unable to print a label, I've had your email address must be in lower case etc.
No response to WhatsApp/email - when a simple phone call would have sorted it. Why hide!!!!
1 December 2025
Unprompted review
Reply from Wallis
Hello Marian,
Thank you for taking the time to leave a review, and I am sorry to hear you are having some issues making your return.
As we are an online based customer service centre, 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 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
Scam place
Hello,
I don't understand what happened to Debenhams, why are you ignoring my query? I've sent the order DUX046180208 back to you, provided tracking proof, you received it 3 weeks ago and just ignored processing the refund. I've read so many negative reviews about debenhams, but couldn't believe it and now I am in the same situation. It feels that your company is a scamming place now, which is very disappointing as I've been shopping with debenhams for nearly 20 years.
I've contacted you via email 19/11/25, today 4/12/25 and still no reply.
If you are scamming your customers and don't issue the refunds I will report and wil find the way to get my money back, but definitely will not shop with you again and will leave negative feedback on all platforms.
4 December 2025
Unprompted review
Reply from Wallis
Hello Lana,
Thank you for taking the time to leave a review. 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.
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 should have known better than to…
I should have known better than to order from them again. Major problems last time with communication and lack of delivery (Evri) impossible to communicate. This time even worse as they were supposed to send me an email with order receipt and delivery details and I have received nitto. Now I suppose I have to waste days trying to get an email back. Note to self NEVER AGAIN. Pile of sh--
3 December 2025
Unprompted review
Reply from Wallis
Hello Amanda,
Thank you for taking the time to leave a review, and I am sorry to hear that you haven't received your confirmation order details.
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
SHOCKING CUSTOMER SERVICE . DO NOT USE THIS COMPANY
ordered a leather jacket from Wallis on the 15thNov 2025 received it okay,but too small, returned it the same day I received it on the 20th Nov 2025 ,then on the 23rd got e-mail to let me know that I will be getting my refund, I did not realise that Wallis sell other companies goods ,so phoned Infinity Leathers ,they said they have refunded money back to Wallis,contacted Wallis by WhatsApp (cannot get to speak to a customer service person )now they are telling me that my return time has exceeded ??? you have up to 28 days ! there is no way it has exceeded !!
They informed me that they will transfer to another agent (pass the buck)still waiting and told me not to send any more messages as this will delay the process? WTF this is absolute terrible service I will not be letting this go its £128 and I want this back.
23 November 2025
Unprompted review
Reply from Wallis
Hello Kathleen,
Thank you for taking the time to leave a review. 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.
As we are an online based customer service centre, 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 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
Terrible company
Sent back 3 dresses bought more for size and style. Took 1 week to send email saying they had it but tracking status said it had been returned 7 days previous to the mail. Email stated refund can take up to 14 days. No refund after 14 days. Contacted to get Ai and no luck with that. Still waiting for refund. Would never, never buy again from Wallis/ Debenhams. Looks like an on going problem the whole of 2025 with 99% of customers feeling the same way. Terrible customer service
16 November 2025
Unprompted review
Reply from Wallis
Hello Caroline,
Thank you for taking the time to leave a review. 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.
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’m afraid it’s the same complaint as…
I’m afraid it’s the same complaint as everyone else. I returned the goods you have emailed me to say you have them and you are processing my refund. That was over 2 weeks ago and still no refund. Your AI seems now to have stopped working and I cannot get any response from any of your channels. What do I and your other, many, unsatisfied customers have to do to get a response. Oh and a response by a human would be appreciated.
So, what a reply. Wallis scroll down and see how many times you send the exact same reply to your very unhappy customers.
I got an email reply from customerservice at debenhams. co.uk
My refund should be with me by today. GUESS WHAT it’s not here. Let’s see if you will listen to Watch Dog and Trading Standards.
29 November 2025
Unprompted review
Reply from Wallis
Hello Deb,
Thank you for taking the time to leave a review. 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.
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor. 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
AVOID!
Two of my items were missing a coat and an expensive jumper, virtually impossible to get any response from them. Avoid at all costs! This has been going on for six weeks, will be contacting comsumer rights.
17 October 2025
Unprompted review
Reply from Wallis
Hello Pauline,
Thank you for taking the time to leave a review. I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Many thanks,
- Rebecca
Don't shop from the debenhams group
Coast, Wallis or Debenhams. I've had e-mails from all three and it's basically the same group which I will opt not to shop from again. Having ordered some dresses from Coast and some from Wallis I found myself having to return and order a number of different dresses. The sizes were all completely different and didn't match online size guides. On returning parcels this isn't a case of returning all to the website you shopped from but to each of the different brand partners. This resulted in 4 parcels (one order) which I took to the post office at the same time. One of the parcels has clearly gone missing despite me being able to show all 4 receipts so I'm outstanding a refund. I have tried to contact through WhatsApp and messages but just get the bot who says they can't do anything as it's over 30 days (they were returned within the 30 day window). When asking to be put through to an advisor you then wait for days with no response. How else am I supposed to chase a refund which I am now out of pocket for? The whole process of ordering and returning is so overly complicated and you pay for each package returned too. I am fed up of chasing and won't shop from this group anymore, it's simply not worth the hassle.
26 November 2025
Unprompted review
Reply from Wallis
Hello Jennifer,
Thank you for taking the time to leave a review, and I am sorry to hear you have yet to receive all of 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
If i could give 0 stars i would
If i could give 0 stars i would. Ordered days ago for next day delivery................still waiting. Been told to come back after 5/12 if still not received, far too late. And you can't even speak to a human it's infuriating!!!
Wallis used to be so so good on the High Street -do not order from thicompany
25 November 2025
Unprompted review
Reply from Wallis
Hello Sarah,
Thank you for taking the time to leave a review, and I am sorry to hear you have yet to receive your order.
Our customer service team will have asked to allow until a date for the parcel to arrive as this is the earliest date in which they can declare this as lost.
The parcel is expected to get to you before then and the courier will be working hard to deliver this as soon as possible. Although the majority of our orders are delivered within the timeframe selected at checkout, delays with them do sometimes happen that are out of our control and when they do, the courier asks to allow time to have the delay sorted and the parcel delivered. Rest assured, should the parcel not reach you, we will absolutely have this order refunded or resent for you. I appreciate your patience with this.
Take care
- Rebecca
I returned 2 jumpers on 6th November…
I returned 2 jumpers on 6th November because they were too big I still have not been refunded the money for them. Impossible to speak to anyone as no contact number for them !!! Useless!!!
6 November 2025
Unprompted review
Reply from Wallis
Hello Carol,
Thank you for taking the time to leave a review. 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.wallis.co.uk/pages/informational/contact-us
As we are an online based customer service centre, 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.
Take care
- Rebecca
Please reply to me customer Service
I ordered 2 separate orders the one with Debenhams sent me a gift card refund which I didn’t ask for and not for full amount (short by approx £30.)
I have emailed several times to customer service at both Wallis and Debenhams and still not resolved - this has been going on since October.
Cannot find a number to call.
4 November 2025
Unprompted review
Reply from Wallis
UPDATE
Hello Jeanne,
Thank you for sending over the order information. I can see that this issue has now been resolved by our customer services team
Take care
- Rebecca
-----------------------------------------------------------------------------
Hello Jeanne,
Thank you for taking the time to leave a review. I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Many thanks,
- Rebecca
If I can give 0 stars I would
If I can give 0 stars I would! I have been emailing them and messaging them (SMS and WhatsApp) for the last two weeks about return labels for two items of my order and still is not resolved. When you reply to their email because they request more information (all information was provided multiple times!j, then another ticket is created, leading to further confusion and incompetence. Oh, and not to mention that the items that I have returned, as the return labels were included in the order, I did receive email confirmation of the refund BUT the money is not yet in my bank account 5 days after confirmation. Absolute shambles of a company which by the way is part of Debenhams. Avoid at any cost!
Update 23/11/25
I am not surprised Revecca that the customer service team is dealing with a high volume of emails as each time there is a reply from the customer another ticket is created. Currently I have 4 tickets from Wallis, all of which are in regards with my order - a single order! Multiple that by how many customers you have and the number of emails increase exponentially!
5 November 2025
Unprompted review
Reply from Wallis
Hello Dimitra,
Thank you for taking the time to leave a review, and I am sorry to hear that you are having some issues with making a return for your orders.
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
Avoid them at all costs ..
Avoid them at all costs ... I will never use again, which is a shame as I used to love Debenhams/Wallis but there is no way to return items to them.
There is no phone number and trying to return on the returns portal, it is saying that the order number is not recognised, despite me copying and pasting from order.
No response from Whatsapp so left with a top that I don't want.
Avoid .... avoid ... avoid!!!
21 November 2025
Unprompted review
Reply from Wallis
Hello Alex,
Thank you for taking the time to leave a review, and I am sorry to hear that you are having some issues with returning your order.
As we are an online based customer service centre, 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 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
Absolutely awful
Absolutely awful. Ordered a top and received a skirt. Had to pay to return this. Can't speak to anyone and took days for someone to reply to a message. It took 3 weeks to get a refund and now they are ignoring my messages regarding the postage refund. I would most definitely avoid this company, shame they used to be so good!!!
21 November 2025
Unprompted review
Reply from Wallis
Hello Susan,
Thank you for taking the time to leave a review. I am sorry to hear you have received an incorrect item, and that you have yet to receive a response regarding the delivery fee 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
Returned an item had email saying they…
Returned an item had email saying they received it on 4th Nov. It is now 21st Nov. And still no refund. I have sent several emails but getting the same thing back refunds take 15 days. I dealt with Wallis UK. In previous years never had any problems. AVOID THIS COMPANY It is now 28th Nov. Still NO refund. I contacted Citizens Advice who advised me to send an official letter which I have giving them 7 days to refund had an email saying it will be in my account in 24 hrs still nothing. £80 is alot of money to an oap I'll let jt be dealt with legally I'm getting nowhere. It is now 7th Dec. Still NO refund. Had an email today asking me to close dispute with Clearpay then they will refund. What a joke as if. Once I get my refund ONLY THEN will I close a dispute
21 November 2025
Unprompted review
Reply from Wallis
Hello,
Thank you for taking the time to leave a review. 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.
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
Absolute poor service waiting over a…
Absolute poor service waiting over a month for a refund
20 October 2025
Unprompted review
Reply from Wallis
Hello Roger,
Thank you for taking the time to leave a review. 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.wallis.co.uk/pages/informational/contact-us
Take care
- Rebecca
Debenhams group keep away from.
Ordered a pair of pyjamas which were £13.11 and realised the next day I had ordered wrong size.
I ordered another pair in the right size the next day and price had gone up to £15.12.
Sent both pairs back and after waiting over two weeks for a refund I decided to go on a what’s app chat.
They are trying to give me the lower price back for both pairs. I refused and sent them proof of payment .
They then tried to say that I posted them back a month later. Despite sending them back three days after receiving them.
The last message I had off them was Thursday and I still haven’t had a refund.
The whattsapp chat is waste of time. The amount of time I have put in my order number and account details is really annoying.
They just don’t look at the whole chat and see what has been said.
Please be aware that Wallis is part of Debenhams and I will not be ordering off any site that is related to Debenhams again.
I have now received my refund which is two pound short of what I paid for one of the items.
I have just signed Into my online account and it’s really odd my order has disappeared.
And no I did not have swap protection as I have not heard of such a thing.
17 November 2025
Unprompted review
Reply from Wallis
UPDATE
Hello Natalie,
Thank you for sending over the account information. I have managed to locate both orders. You paid the same price for the Pajamas in both order. The item cost was the same. However, in one order you purchased the Swap protection which was an additional £1.99. This is the difference in price of the orders, and swap protect is a non-refundable service. I can assure you that your refund is correct for both orders.
Take care
- Rebecca
------------------------------------------------------------------------------------
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been an issue with your refund.
I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order numbers and email address linked to your orders.
Many thanks,
- Rebecca
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