Coastfashion Reviews 2.469

Would recommend you don't order from coast! Have had nothing but trouble and still not sorted yet. I ordered 3 dresses, as usual the money came straight out of my account, however one dress was not in stock (disappointing) and i was refunded. The remaining two dresses were delivered - one was significantly faulty with a big pull in the material. The other one I didnt suit (personal taste). I have been waiting over 3 weeks for a refund despite the policy stating I should have it by now.

Customer service is awful - no telephone number, all online only and significant delays (sometimes days) between replies from them.

Overall not impressed and will not be using coast again. Spend your money elsewhere.

My order came within a week with Royal Mail. Although it was of good quality it wasn't for me!
I tried to return it through Royal Mail app on site and failed several times.
I emailed Coast with my concern and had a direct response from Kai,one of their customer relations,
Who put me right straight away. Very impressed, Thank you Kai.
The order no. must be in lower case when filling in the Royal Mail return.

If I could do no stars I would! Appalling customer service. Ordered items on the 3/4 with delivery by 11/4. Not arrived or dispatched. No one to speak to. Charged for delivery too!! Only get an AI response no help. Do not order from them!!

Really poor experience with Coast. My order was placed with a guaranteed delivery date but never arrived on time, and I received no dispatch updates.
Customer service is extremely difficult to reach and not helpful when you do get through. This left me without an outfit for a family funeral, which is completely unacceptable. I would not rely on them for time-sensitive orders.

If there was a zero
I would give them this. I always thought this company had a good reputation but having ordered a dress for my 60th birthday party now realise they are not good at all.

So sad that they accepted my order (and payment of course, they must be making great interest from everyone’s order payments with orders never received).

On the date of delivery nothing arrived!!! No way to contact them by phone! Contact via messenger and as someone else has said blamed a mysterious courier!

I will never use this company again and advise anyone else not to use, they are totally useless!!!

I usually look at Debenhams for Coast dresses but because their refund procedure is so awful I try to avoid them, so i thought I'd go direct to the coast website to order a dress. It was only once payment went through that I realised it was part of Debenhams!! Returns are a nightmare! Once posted the only way of tracking is through the courier. There is no correspondence whatsoever to say they have received it or that your refund is being processed. It takes 4 weeks to get your money back. But BEWARE they now have a new scam that a git card refund is preselected and unless you change it they give you a gift card refund to spend in 90 days!!! I've tried to argue but they refuse to reverse it. There's no contact number just email or WhatsApp chat which they take days to answer. For a big name I thought I was safe but I would avoid them if you think you may have to return it!

I had a query about expected delivery date & Kai was so helpful & explained my options straight away when I sent a message outlining my concerns. Hopefully the parcel comes sooner than my email says!

I placed an order on the 6th April and the order email stated arrives by 14th April. I never received any shipping notification or tracking information so tried contacting Coast through messaging (text, Facebook, instagram). Every-time I received the same AI generated responses telling me it hadn’t been shipped but it would arrive on time. When I requested it to be escalated I received more AI responses. Eventually I got a message from toby telling me my delivery fee was refunded. Still no information about when (if) I’ll ever receive my order. Would never by from coast again.

Ordered two dresses for emergency up and coming event and paid next day delivery. Two days later no contact… not dispatched and told to wait another week by “Kai” AI generated reply.
Tried to cancel as it’s too late but got the same response. Tried several emails but they bounced back.
Meanwhile credit card debited for nearly £450…
There is no way of contacting Customer Service aside from “Kai”.
This is not a professional company and from looking at the reviews, it looks like my money will be spending time in their account before I get a refund.
Disgraceful and false advertising. They offered a service they could not offer, otherwise I wouldn’t have ordered. I’m contacting the Ombudsman regarding this as it’s a fraudulent shopping site.
Update:
Contacted Debenhams and their customer service were amazing. They escalated my complaint and I received the dresses on Sunday evening, too late but at least I didn’t have to wait until the 21/4/26.
They emailed me with follow up communication and I can’t praise them enough. Returning dresses and Debenhams emailed to apologise again for the late dispatch.
My advice would be to buy through Debenhams App… I didn’t but they’re still the outlet and past experience has been positive with them.

They literally steal from you.

Returned two dresses - one was faulty so they agreed to cover the cost of returns
They have refunded me for one dress minus postage return cost.
Will have to raise with the bank now, wish I checked reviews first before ordering wedding dresses from them - thieving bastards!
STEER CLEAR NOT WORTH THE DAYLIGHT ROBBERY

Placed 3 orders returned all three, via portal all was fine and went off correctly, now showing as delivered back weeks ago and yet still awaiting the refund. I have contacted them via their crap messenger chat multiple times and will now start to raise a dispute through my credit card. As everyone else says utterly poor company.

I ordered a number of dresses on 6 March to try for a wedding on the advice of friends. This was the worst shopping experience in a long time. I spent over £1300 and was still waiting a month for a refund after returning them. I spent weeks chasing a refund and each time asked to speak to someone, and eventually when the refund went into my account, I then was told I was charged £30 for insurance on their delivery that I didn’t opt for and it’s apparently non refundable. No human has contacted me, and according to their policy if I had opted for Seel insurance my refund would have been processed in a few days, not a month? I am still waiting for a reply.

I returned 3 items that were received by Coast on 28 March, and despite contacting them numerous times there is no sign of a refund. Shocking customer service.

My order was not delivered on the day that was specified. I messaged and felt that they were blaming the courier and vice versa. All of a sudden was inundated with updates. The dresses arrived but don’t suit. The returns portal did not recognise my order number so had to message again. Shout out to Kai who answered promptly, professionally and sorted my issue.
I think the timeline for returns is outrageous! I have had issues returning to you before so I hope I don’t have to chase it up. If I do I hope Kai answers my message

Coast are operating in breach of the Consumer Rights Act 2015.
Coast have accepted that shoes arrived damaged. They said they will refund me the cost for shoes themselves but not the initial postage costs.
Their explanation is that "the product is delivered on time".
That ignores ss. 20(7) and (10) CRA 2015, which provides that the consumer is entitled to a refund fand that "To the extent that the consumer paid money under the contract, the consumer is entitled to receive back the same amount of money."

Absolutely shocking customer service! I paid over £100 for a dress. They sent me a completely different dress. I returned it over 3 weeks ago by tracked postage and it has been delivered to them. No communication, no refund. When I tried to contact them, I was put through to a stupid AI chatbot that couldn’t help me, except to tell me that the refund period has expired (despite me returning the item a couple of days after I received it). Coast you are DISGRACEFUL! I will be taking this further, you have stolen my money and I would like it back!

I returned an order to coast and despite many communications via their AI chatbot and promises that the refund had issued I am still waiting on a refund since 16 March and now have to raise a section 75 with my card provider - if I could score zero stars I would!

UPDATE- refund received after writing this review contacting customer services via email, text message and facebook messenger and the refund amount is still not correct!!! Well done Coast Stores you couldn’t possibly be any more useless!!!

My WEDDING dress was "delivered" by being left at my back gate at 8pm, I returned home at 9:30pm to no parcel. Contacted Coast through the text message service and they are refusing a refund due to "parcel being delivered" yes at my back gate. I am now out of pocket and no dress. Horrendous customer service. Do not shop here.

Absolute nightmare.

I ordered 4 items to try on for my wedding. I paid extra for next day delivery which arrived late, the quality was poor and 1 item was not what I ordered.
I sent back the items marked the incorrect item as an incorrect item received. It took a while for a refund (not AS long as others have experienced) but they didn’t refund me for the item I never received. I am still due £149 from Coast and have to keep repeating myself to this
Bot to get me through to customer service who barely reply due to them being busy. So far I am on day 5 of trying to get this refunded.
Just avoid them.

I ordered 6 dresses and spent almost £700. Because of the quality I sent 5 out of the 6 items back. I sent the items back over 3 weeks ago and still not received a refund. They have then stated I only sent 4 items back. I have disputed this over a week ago yet this was only acknowledged by a person today with not a certain answer only it will be investigated! The customer service is disgraceful, you get an AI bot with no answers and the people reply to you through the same system so when you write a response you get the AI bot again and just go round in circles with no clear answer! I have requested a phone call to speak to someone and it hasn’t even been acknowledged. Not only have I not got a refund I may loose over £100 because of there error. My only recommendation is do not purchase online from them!