PurecollectionReviews 

I always ring my orders through as I do not place orders on line.
I wished to take advantage of the two cashmere sweater offers at £199.00.
Oliver patiently check the stock of the two colours I wanted and an ordered was placed.

Would be less if I could - ordered a cashmere black boyfriend cardigan last Saturday with request to send by Royal Mail instead of Evri they do charge postage even for an expensive item therefore I didn't think it would be an issue. Used Evri previously - no parcel. Informed today sending by Evri despite me paying Royal mail rates. Contacted customer services and was hung up on despite not using bad language when the item doesn't arrive they can sort and will return the item if it does and with this attitude will never order again! C5334764

Previously, they knitted in two threads, the products were dense and heavy, now it is knitted in one thread, the sweater is light and thin, before the first wash.

I really like their clothing. My experience ordering by phone was fine. The British man on the other end was efficient and polite.

He made ordering easy.

Really poor leadership - I have purchased from this company extensively over the past few years - I have had only one complaint in this time - my current complaint.
This company lacks leadership - I have emailed the (I believe) owner - but he appears to care nothing for the customer - possibly he has only £££ signs in his understanding.
I do know how companies should work and I understand goodwill - this company has lost, not just my goodwill, but my custom too - Mr L - please learn from this - your staff (if you are indeed interested in other than £££s) know who I am - poor leadership is letting down the staff of this company.
Your complaint ref: 138651 - Order number C5247047 of 28 October 2022 - item Gassato Cashmere Blue Colour Block Roll Neck sweater.
I know that I have had this sweater for just over 12 months - but the second time of intended wearing I noticed a small hole and which I mended.It has not been laundered.
I have since been very ill in hospital, but I was going to wear it again last weekend when I noticed another hole and I started to mend this when I noticed more holes. I cannot mend them all (and it is not moths!) and so will have to throw away this sweater.
One member of staff (on the phone) told me that there had been quality issues with this item, then (by email) I was told there had been no complaints! Contradictory to say the least.
It is certainly not the quality I expect from Pure - nor indeed the 'recollections may vary' from customer services.
I have emailed the 'owner' of this company and it seems that not only is the owner of the company not interested, but there is no 'connection' between members of staff - chaos!

I only phoned and placed an order less than an hour ago and I understand my parcel is already on its way! Well done!

I have been purchasing clothing from Pure Collection for many years. Today I received an order for 2 sweaters for my husband and 1 cardigan for myself. I was shocked on opening the parcel when I saw the bad quality of the goods. They were so thin and did not feel like cashmere. I compared them to our older items purchased and confirmed my assumptions. They only sent the parcel to me second class but I was not concerned about that as it was their responsibility until I received the goods. However, when I went to the post office to return the goods to Pure I discovered that I had to pay and to cover £386 I would have to pay £9.45. If I paid for normal 1st or 2nd class 'signed for' it would only cover £50 for the contents if the parcel was lost, and of course it would be my responsibility. I don't mind paying for the return postage when it is because I don't like the colour or some such reason, but when it is because the quality has been reduced so much I object to that. I phoned them to put my views to them and the first member of staff that I spoke to hung up on me. The second person was much more professional and saw the complaint to its end saying that she would ask a supervisor to phone me back but that this person would be telling me the same thing ie that I would have to pay for the return postage. I am gobsmacked by the lack of customer service and being told that no other person was available to discuss the situation with me as they were 'very busy'. Today is Thursday and I was told that it may be next Monday before a Supervisor would get back to me. This situation would NEVER have occurred in the past and I certainly would have not been hung up on for being politely challenging, which I am entitled to be under the circumstances. I will never order anything from Pure again. There are lots of other nice companies out there who are willing to give the customer the benefit of the doubt and free returns.

Prompt and friendly service. Reminded me should
get the 15 per cent Great.

I have been a satisfied customer at Pure Cashmere for years and regularly receive e mail offers to shop with them. Today in response to an e mail offering 20% off I rang to get help ordering a fedora , because when I tried to add it to my basket the site asked me to choose a size and there was no button for that.
I spoke to "Edmund" in customer service. He tried to help, we got the colour and size and the 20% off and a returns label teed up ( in case I got the size wrong and needed a different size) and I was preparing to give him my credit card number when he asked for my address I told him it was on their system and what it was. Edmund then told me I'd been blacklisted and he couldn't complete the sale.
Not only was this news to me , it seemed bizarre . I am a long term customer and was unaware of anything that warranted blacklisting. When I asked the reason he replied that after my last purchase in December I'd complained to Pure about a delivery had been left by the courier on my doorstep in London. The courier claimed they'd rung the bell but that was a lie, I was home in a quiet house waiting for the delivery and no one had rung the doorbell ( ours is loud enough to wake the dead) . And because our front door is practically on the pavement in Camden Town, anything left outside quickly disappears , so there is a sign on the doorbell to deliver to a neighbour if no one answers. Just leaving a parcel outside to be stolen is simply careless and irresponsible on the part of a courier, and fairly obviously a bad idea .

If memory serves, I only found out about the "delivery" when I got an e mail so I was able to rescue the parcel but it was expensive Christmas presents and I was thoroughly annoyed they could have disappeared. I rang Pure and complained about the courier service. Pure was completely unconcerned, not their problem- and I pointed out it wasn't good enough,aside from the fact Pure orders are hardly cheap, it was their legal responsibility to ensure goods purchased from them were properly delivered to the customer.
I explained all this to Edmund , no dice, he was unable to do anything so I politely asked to speak to a supervisor to try and sort out the problem. He refused and suggested I send an e mail Perhaps flagging the experience up here instead will elicit a response of some sort.

Very good response on the phone in the late evening

want returns label for one of the two items. cashmere scarf is wonderful but dress heavy -very big and fabric etc looks poor. sent several emails to PURE on this 'no paperwork-no returns label'=no reply.
thank you.

the service is great, but I am copying this review. which I have just read. I am 69 and have bought from pure for ages.
''What happened to your styling!? I used to love Pure but now apart from the odd item the clothing has become frumpy, drab and dated and I’m 74!
It used to be so stylish and flattering and that little bit different but not anymore.
I only give 4 stars because delivery and returns have always been good and as a size 5.5 standard 10 the clothes did fit.
Just sadly nothing I would want to purchase now.I am really sad.' I look at your catalogues with disbelief

A very collected assistant and great courtesy - thank you

Spoke to a friendly gentleman asking if I could add an item to my order. Unfort, the order had been processed. However the sales assistant soon had another order placed for me not charging an extra delivery cost.
Very imprressed with customer service, many thankks

Delighted with the person who took my order she was very nice and made buying from pure a very nice experience

On your catalogue it offered 15% off if spend over £150 and free delivery. When I put in coding and got 15% off it brought total to below £150 so would not give me free delivery. I think this is very misleading and WRONG . Giving with one hand and then taking back. If not illegal it is morally wrong. It will certainly stop me using Pure even though I have been purchasing from them
for many years

Efficiency dealing with my query. Proffesional, friendly and very polite.

If I could give zero that would be too good! Poor customer service practice.
Returned item at my own cost, via Royal Mail and they have deducted the return postage, even though I paid it myself, which was incidentally cheaper than what they charge for return postage. Called customer services absolutely useless, and unhelpful. They have now lost a customer, all for £4.95 which they refuse to reimburse me for my return.

Won’t be buying from them anymore. Avoid.

I ordered an item from the outside of the UK, had to pay taxes (half of the price), and contacted CS for more information because the item turned out too large. In order to return the item I was supposed to pay additional $$ and my question was whether this company compensates for the taxes at least, otherwise I would have to pay 30% on top of the item price without getting anything. I was supposed to return the item within 14 days from the moment I received it. I contacted CS maybe 5 or 6 times and got only automatic replies. Now it's too late to send back the item. This company is a scam. I would like that every person reads it here and never buys from these scammers. I have never been treated like this in the EU.