PurecollectionReviews 

Ordered a lovely jumper 3 weeks ago and rang to chase it up today. I really wanted the jumper but girl said she would re-order it for me. I had never had a email re shipping or delivery etc so could see how this could be a re-order. She asked me if I knew what ‘re-order’ meant but I still can’t see how something not despatched needs to be re-ordered. It is now not in stock (was it ever?). Very disappointed

I used to be a regular customer a few years back but I stopped buying from the company, because I couldn't usually find anything I liked. Recently I purchased some summer scarfs I used to like, and placed another order to by more of them, and a jumper. The order did not arrive, and I received no updates from the company. When I called I was basicly told that I wasn't waiting that long and the order was on its way. I responded that this was longer than usual and I was calling incase something has happened in transit, but I was told to wait. Needless to say the order did not arrive. Eventually I got a response to my another, this time written query that the oder has been damaged. It is unacceptable that they would not replace the order immediately, and inform me of the issue promptly, rather than doing absolutely noting. Only after my written follow up I found out that my order was not coming and noting was done about it.

Ordered the boyfriend cashmere sweater in a lovely pink purple orchid colour. To my disappointment I unwrapped the parcel to discover an awfully cheap looking leopard mixed pink and cream sweater which had been incorrectly labelled. Rang customer services and spoke to a lady who then left me hanging on indefinitely so I gave up and immediately called again, this time spoke to someone called Becca who was more helpful and said she’d order a free returns label which would be sent in the post to me but would take 3-5 days to arrive .. surely a label can be emailed!! No apology from anyone at Pure and I want my refund of £125 asap. Such a shame as Pure were wonderful under previous owner in Harrogate. Woolovers management needs to wake up as the current service is sloppy and customer services should be apologetic and fix the problem quickly which they haven’t done. My advice .. don’t bother to order from Pure Collection

Very disappointed. I ordered a lovely jumper to complete my holiday wardrobe. Next day delivery did not happen then 2 days later an email to say item was on its way back to Pure collection. Phoned customer services x2 and was assured both times that item would be sent next day delivery. Still not arrived then email saying I had returned item for a refund which I hadn’t. Rang again and was put on hold and ignored by very impolite person for 20 minutes. No apology. Spoke to another v polite man who confirmed again had returned the jumper which I hadn’t. He did offer to waive PP if I ordered again but too late now So no lovely jumper for my holiday wardrobe and thinking twice about ordering from Pure Collection again

In November 2024 I ordered a claret half zip cashmere jumper for my husband. It was expensive - an anniversary gift. After wearing it maybe twice it is bobbled and napped and he isn't keen to wear it. I am so disappointed as I thought cashmere from a reputable company would be good quality.

Customer service needs a shake up ,,, gone are the days when I would order and a very pleasant lady would talk me thro my order etc ,, now a rushed person with noise in the background ,, ob working from home .. I actually have been put off phoning now .

Dreadful. Do not even consider buying from them. And on top of dreadful, they use Evri to deliver, who are possibly the worst delivery company. My mother ordered a bag pictured with a nice strap for her holiday. The bag arrived with a completely different strap. I ordered the strap that she liked from Pure and paid £10 for next day delivery as she was going on holiday 5 days later (weekend in those 5 days). 8 days later, and a disappointed mum has already gone with the flimsy strapped bag on holiday, and the strap that I paid £10 for delivery … a full blinking tenner!! still hasn’t been delivered. Calling to complain, they offered me a £5 refund. I mean, good to get something back, but miserly customer service and honestly not worth the trouble in the first place.

Dissappointing quality of 2 cashmere polo tgst were v thin uo the point of being see through. I have 1 from Pure from a few years ago & there is no comparison. In addition the refund has been very slow.

I am giving this rating because my lovely new cashmere beds socks arrived wrapped in plastic and accompanied by spam catalogues. not too impressed. Had they been wrapped in tissue paper it would have been far more pleasing (and sustainable).

And what gives Pure C the right to send this rubbish with ordered goods?. If I wanted catalogues I would ask for them. They will go straight into the recycling. WHAT A WASTE

And why wrap them in Plastic ? It is unnecessary and also makes them appear less luxurious than they are .

Really disappointed and frankly wouldn't buy from them again. Very obvious this is mass produced and thoughtless .

The goods received were of good quality and when one item was out of stock there was no problem with the refund, a very satisfied customer.

Customer service were extremely helpful over a return after Christmas. Other items kept were of a lovely quality

I wish I'd read these reviews before I'd placed my order. Beyond disappointed with this company which is supposed to be a premium label. Placed an order with them, money taken from my bank, order confirmation received and then nothing. I chased them for an update after 6 days and they then tell me the item is out of stock because they received multiple orders for it on the same day. Their suggestion was that I chose something else!! Told to ring another number to activate my refund. Call centre in South Africa couldn't locate my order number or my postcode. Almost lost the will to live listening to the 'on hold' music. Will never ever deal with Pure Collection again.

I am still waiting for my sweater to be posted. I ordered it on the 5th Jan
I need some information please

I have ordered from Pure Collection on previous occasions with no problems. I placed an order on 1 Jan 2025 and paid the extra £9.95 for next day delivery. Given that the order was placed on a Bank Holiday, which was a Wednesday, I would have expected my order to have been treated as being placed before 2pm on 2nd Jan, and therefore delivery would be on 3rd Jan. The despatch notification email was not received until 3rd Jan, and when checking the link to Evri tracking information, it simply said 'we're expecting it'. I emailed to request a refund for the next day delivery which was clearly not provided, and this was acknowledged, an apology offered and the refund processed. I was told I would receive my order the following Monday. However, by the Wednesday, the delivery had not arrived and the tracking information still said 'we're expecting it'. I called customer services (more than once) and eventually was able to speak to someone who could actually do something about it, or so I thought. I was told that the order would be re-issued and sent via Royal Mail and would be received within 48 hours. On Saturday 11 Jan, I called again, only to be told that it had not been re-issued. Overall an appalling service. I requested a full refund, including the pre-paid postage label. I have received a 'your order has been updated' email, but no confirmation of a refund. I do not have much confidence in it being properly processed and fully expect to have to call again in the near future to chase the refund.

Ordered a gift voucher which took 3 weeks to arrive and only after I had queried it. Then they wouldn’t accept the number on the voucher saying it was too long and only accepted it after I had sent a photo of the voucher. I ordered and paid for an item over the phone and received a confirmation email. Having heard nothing from them about when the items would be delivered I rang this morning to be told the items were out of stock.
Having been a loyal customer of Pure in the past I won’t be using them again.

On this occasion am disappointed. I buy frequently from Pure Collection. This time I placed an order for a sweater and waited for the email telling me it had been
despatched. Because it was Christmas time I expected a delay. I waited until after the holidays but heard nothing. When I phoned to ask about its progress I was
told it was out of stock. Why did they take my order and payment when the item was not there?

Delivered promptly and good quality cashmere tops.
Also returns process for incorrect size ordered was quick and easy and promptly responded to.
Customer help phoneline was excellent and very helpful

The company is too slow to process returns. I went to the trouble of locating a post that would accommodate their return process, After three weeks, they have not refunded the amount to my credit card.

I am a long customer and am disappointed with their customer

I placed an order on November 29 for an item that was listed as in stock. Today is December 22 and I have yet to receive it. Despite multiple follow-ups, I have only been told that the item is in route.

I am reviewing Pure Collection customer service which is a call centre using people whose first language is not English. I spent hours trying to explain a problem with an incorrect refund. I spoke to 3 people twice I was told a manager would call me back but no call back. I have been buying from Pure Collection for many years. The quality of the cashmere is not as good as before the pandemic and no proper help from customer service when things go wrong. I will send items back and not order any more. It's easier to go to a shop in London and purchase from there no hassle and better quality. Pay in cash. Refund if needed it at a counter.