Purecollection Reviews 471

disappointed with my recent purchase - the quality of the t shirt was definitely not as good as any of my previous orders - the fabric was quite thin and not as depicted especially for the premium price paid
on the plus side delivery was very quick

Ordered 10 days ago . Out for delivery 4 days ago. Still waiting. No tracking facility.
Goods ordered from a competitor arrived in 4 days.

Very good experience with service. Quick delivery, easy to return items and prompt repayment of items not of right fit.Items did not match description of my choice

On 14th April I received confirmation from Woolovers (Same supplier as PURE) confirming Order Number: 9628729 for a Cotton Blend Tie Sweater Reference code: LKF10. Sub Total: £72.00; Delivery: £4.50; Total: £76.50. It took a further 3 days for them to inform me that, due to an unexpected stock discrepancy, the item Cotton Blend Tie Sweater is unfortunately no longer available. An email to ask for refund was responded with “A member of our team will endeavour to contact you within 48hrs” It took another three days to issue a refund which would take a further 3 days to be paid. (They held my funds for 12 days)
On The 13th May I saw the same jumper in my size on Pure Collection. Ordered it. And received confirmation of my order. Order Number: 9703014 Date: 13 May 2026 Cotton Blend Tie Sweater; Reference code: LKF10 Sub Total: £57.50 Delivery: £4.95; Total: £62.45. The delivery cost of £4.95 still took a further 6 days for my order to arrive and this time it was the wrong jumper.
I phoned customer service who could not send me the jumper in my size as it was no longer available. They advised they would “post” out a return form which hopefully would arrive in a couple/three days. (No online return form available). I would then have to return the wrong product via the post office and hopefully if it arrived back at Pure in 3 days they could check they had made the mistake and would then go ahead and process a refund which would take another 3 days to reach my account. Meaning Pure would yet again have my money for a minimum of 2 weeks.
As a customer we pay the company money with the trust that they will provide us with the goods paid for in a reasonable amount of time. When things go wrong customers are given no level of trust. They have to prove that Pure made the mistake while holding our money for a considerable time.
I see I am not alone in being dissatisfied with the service offered and hope future customers will consider carefully before entrusting their hard-earned cash to such a mistrustful and inept company.

I went on to Trust pilot to see my review and they had followed it with a previous review I had written in Jan 2024. Can't believe I forgot about their appalling customer service and used them again!!

I have been a customer for many years and have always found the deliveries to be timely, items of good quality and the occasional return easy and refunds prompt.

I had tried to make an order on line but even though my bank had ok the payment, the order would not process. So I rang the contact number and spoke to Lina (might not be quite correct owing to my hearing) and she was understanding of my concern. At my age, 79, tech is not my forte. She was professional, kind and thoughtful. Problem solved and email received with info on delivery. Thank you Lina.

Unfortunately this is another company operating on Facebook that is an absolute scam ordered a product that arrived over a month later from china that wasn’t even close to the description couldn’t even get the size right very poor quality avoid at all cost !!

I returned a pair of trousers costing £90, but for some reason have only been refunded £76.50 .
I have emailed Pure for an explanation, they said they received it , would reply, but I've heard nothing from them

Why oh why didn’t I read the previous reviews before I ordered from this bogus company?! I ordered 2 pairs of men’s trousers amounting to over £80. Both too big. I was told that I couldn’t change one pair as it was in the ‘clearance sale’, but they would credit me the other pair. I have heard absolutely nothing after countless messages from me. This was supposed to be a birthday present for my husband a month ago now. Since then he has been in and out hospital with Parkinson’s. This company needs to be exposed. DO NOT BUY FROM THEM AND DO NOT TRUST THEM.

First order experience, order placed for sale item on line, no despatch email received so spoke to customer services who advise order would be despatched next working day, this did not happen, spoke to customer services again and was advised item was out of stock, requested that the order was cancelled and refund issued, now have to wait up to 5 working days for refund to be processed, customer services representatives - Joy and Daniel were unhelpful and obstructive.

Ordered their cashmere edge to edge lavender-cardigan on 8 th March. Telephoned twice especially as it appeared recently as up for sale when I still hadn’t received it. Even though it said ‘low stock’ I asked for the size 22 to be sent. Was told it would be on 15th April. Then today 16th April my order was cancelled.
A pity; as I have used Pure for a very long time ( years) and still wear two of their cardigans. Something went very wrong this time !

Sadly some items didn't fit, customer service top class had refund within two days, excellent service, good quality clothes, 2nd time ive bought and will be buying again.

Was delivered quickly.
However sizing is a joke...3xl???

Barely 1xl...need to get real with sizing and cashmere looked really thin...

Last week I ordered, over the phone, a man’s cashmere sweater with next day delivery. Later the same day, the same agent phoned saying there had been a problem with the order No, explaining that she would do a new order and ring back with new order No.
As I received no further contact I phoned following day. It was suggested a new order be put through. All went well until I explained I needed next day delivery. I was told this wouldn’t be possible as the next delivery of that sweater wouldn’t be until September!! Couldn’t believe this but was assured that was correct. Consequently I cancelled order.
The following day our internet was restored so I by chance went online to Pure. Ordered sweater plus next day delivery. Sweater arrived following day!
Who on earth are they employing to take telephone orders? The agent showed no concern or even surprise when she told me it would not be delivered until September! following very disappointed cancellation just the statuary ‘Have A Nice Day’!
I have used Pure many times in past years but am not inclined to ever use again. Having since looked at recent reviews it seems I’m not alone.

I ordered a black cashmere cardigan as a birthday gift, (have had 2 in other colours over the past 7 years, which are firm favourites) However this one is thin, almost transparent and not as lofty, thick or luxurious as previous ones. Bad quality for the price.

Excellent customer service.

My order was processed and delivered within 4 days.
I had to return one of the items because it didn’t not suit me.
Pure have refunded it by return.
Thank you Pure.

No delivery no reply to emails

Hi, I ordered cashmere V neck for Christmas but never received it. I was informed it “had been lost in the post”. Another would be posted out. Didn’t receive that either. Spoke with customer service. Very apologetic and polite and asked whether I wanted a refund or the item. I still wanted the sweater. Promised the garment would be sent within 3 -5 days. Still no joy! This evening promised next day delivery. This has been my first bad experience with Pure Collection in the years I have been a customer. What has happened?

1 star is too generous. The ordered item was never delivered - despite a number of promises by EVRI

I bought three cashmere jumpers at the end of November and two developed holes in them after only a couple of times of wearing. When I contacted the company they asked me to send photographs and explain how they were washed and stored. This I did and despite having adhered to the washing instructions and sending photographs of the moth proof bags in which the jumpers were stored they advised me that I had a moth problem- which I don't. When I questioned why they thought that the third jumper which had been stored in the same way had not been affected they chose to ignore it, instead they sent me a link to their repair service- at the price of £45 per jumper. I bought a variety of clothes items including cashmere jumpers from this company under the previous (excellent) ownership for several years, but the quality of product and service has deteriorated hugely and I definitely won't be buying from them again.