Trilogy Stores - Chelsea Reviews 40

Lovely staff

Wonderful customer service - great sale and fantastic jeans !

Excellent staff made to feel very relaxed

Easy refund process

It doesn’t clearly state that sale items are not free returns

Would not buy from this shop ever again the returns attitude totally appalling

Beautiful pieces, nicely packaged, speedy delivery, easy returns - exactly what I want from an online shopping experience.

Fast delivery and excellent customer service in store and online .

Love Trilogy, always find something wonderful there and if I have any questions or need to return anything, in person or by post, the team are super helpful. Fiona x

Ordered dress on line and it was slightly small - returns very easy and got replacement quickly. I was kept informed throughout process. Very happy with my experience using this store.

I purchased an item on line, on the 9th December as a Christmas present……it is now the 22nd and I have still not received it. It turns out that someone at Trilogy wrote the incorrect address and UPS weren’t able to find me. I made three calls to Trilogy and was told the address had been updated. Then I was told that the parcel would not arrive until the 27th! This morning I had emails from UPS still stating the incorrect address. I called Trilogy stating I wanted a refund and was told I could only have it when the parcel arrived back to them! I was astounded at the attitude and rudeness I experienced from the staff and manager…… frankly their customer service is abysmal. They need some serious training.

Bad experience

Spent 20min rummaging in the sale pile of jeans with a sale assistant. Finally found what I was looking for but when I went to the till it came out that the item was still full price. The assistant responsible didn't attempt to any apology for their mistake, but in a very rude way just told me that I had to pay full price and by British law I didn't have any right to claim a discount. I left shocked.
It's sad because the have very nice stuff just useless staff.

Beautiful clothes. I love shopping in store at Trilogy in Sloane Square where the customer service is excellent. This time I purchased online - it came very swiftly and beautifully wrapped in tissue paper. Quality products and service.

Great help from a younger staff member, tried frame and Paige jeans, great advice and very helpful.

Excellent choice of products excellent quick dispatch and prompt response to return requests
I will definitely use this company again

I’ve been a regular customer at Trilogy over the last 2 years. I’ve picked up multiple pair of jeans from them, both online and at their Chelsea store. While I love their collection of jeans (I usually purchase from the Paige range), I feel their customer team could do better. This time the jeans I ordered were sent to someone else, and instead 2 other pair of jeans were sent to me by mistake (someone else’s order). I totally understand that such goof ups happen to the best of us. They emailed me to discuss this, and since they were having an issue with immediate collection due to the courier company not collecting over weekends, I offered to drop the jeans at their Chelsea store where I am a regular. I stay quite far away, yet early next week I went especially to the store all the way to return the jeans, only to receive a ‘oh thanks’ from the sales assistant. That’s it. Honestly, since I myself belong to the service industry, I feel they could have made a better gesture towards a loyal customer coming all the way to return 2 pair of jeans they did not even order in the first place. I bet the other customer (to whom my original order was delivered) did not come to personally hand the jeans over to their store. I did not have to do this, especially since I already had the jeans and didn’t have to return them if I chose not to, but out of goodwill I did. And yet I feel the response I received from the store was very cold. It’s hard to retain a loyal customer in this industry, and I do feel Trilogy doesn’t really care about that. Not sure if I will be returning now, since I’m pretty certain I can find these jeans elsewhere too. It was only due to the service I received initially that I would keep returning to this store.
I have to say the jeans by Paige are fab, and trilogy does keep a good collection. But overall, not happy with the customer service.

All the staff are so helpful and very honest, when you ask their opinion, they are very wise. Also just ordered online a pair of Bella Dahl joggers, so easy and arrived very quickly, I’m from Cheshire but visit my daughter in London, Trilogy is always my first port of call, best shop in London

I love the service and advice at the store and bought a variety of jeans, and ordered another pair on line, some trousers - just this time colour not right - very efficient returns process thanks team Trilogy