Wallis Reviews 

Following an order I placed, I returned 3 of the items. I have full proof of tracked return and their arrival back on 21st May, however still chasing my refund. The whatapps chatbot takes you round in circles with no conclusion eventually saying an associate will respond, the only time an associate responded was 10:39 pm asking me to provide the postage receipt as proof which I did only to then receive a message saying 'sorry unable to handle images, provide a description'..... and the whole entire process starts again and again. I am now looking to request assistance from the Online Retail Ombudsman which in this time of online shopping is shocking.

I returned some items and on 15th April I received an email to say they have received them and I would receive a refund within 14 days. Today is 28th May and still no refund just keep getting told they need to hear from Fashion SZN that they have received the items (and they are not replying) even though I have sent Wallis my email saying they have received the items back. Keep getting fobbed off by customer service. I have been so stressed as I am owed over £200 which my credit card is now charging me interest on. This morning I have been to see a solicitor and they have advised me that as I placed the order with Wallis and paid them, it is them that has to refund me. Such an awful experience, but I am not giving up! I am now in the process of contacting The One Show with Rogue Traders they normally get results!

Ordered dress using express delivery, unfortunately didn’t receive the item until days later, returned the item, had confirmation tracking they received it 14/5/25 but I have heard nothing from Wallis/DBZ about my refund for the dress. Tried customer services using text but am still waiting for agent to get back to me. Not happy.

Ordered and paid for next day delivery dresses for an event. Parcel arrived 4 days late. They are now wanting me to pay a return fee. Customer service just send standard auto messages just going round in circles.

Waiting for my Money back. I sent a return for order Number DUX040102161 on the 23rd April. I have had an email from Wallis on the 11th May to see my refund was on it's way. I emailed Customer services on Tuesday 20th May has still no refund. Customers services email saying they get back within 24 hours no response 3 days on. 4 weeks and still no refund am I getting interest on this? Tried to look for Customer complaints but it just puts you through to Customer Services. Back to Next for my shopping

Do not order!! Ordered items, the first parcel got lost and I waited 2 weeks for it to be delivered. I reordered as required an occasion outfit. I have since sent back the items that didn’t suit me and they received but I am still awaiting my refund!! Terrible customer service, won’t be purchasing from them again.

***Another update……2 days later****and NOTHING AGAIN from customer services. Absolutely abysmal DO NOT ORDER FROM THIS COMPANY!!!!! UPDATE No one has had the courtesy to reply to this complaint or my email sent on Tuesday morning! Order number DUX040447714. Just to be clear I sent back 4 dresses. 3 are from Goddiva and 1 from Yours. I returned items on Monday 12th May with a Royal Mail 48hr tracking service and confirmed delivered on Wednesday 14th May. It is now Thursday 22nd May and no refund received as yet! I have emailed asking for an update on Tuesday and they are supposed to get back to you within 48 hrs so close of play today. Please just refund my money!!!! Reading all these reviews now….should have read them before I ordered anything with them. Never again!

Placed order with next day delivery costing £5.99. It took a week to arrive & when it did the wrong item had been sent!
On returning the item £1.99 was deducted from the refund so I am out of pocket by £7.98.
I won't be ordering from Wallis in the future. It is terrible customer service.
After reading your response, Dean, i would like to point out on the returns I put that the wrong item was sent & it was delayed. How many places do I need to inform you? There is no phone number to speak to someone to resolve issues.

Ordered from them and had to return the order. 2 weeks after I was told the refund was on the way and still no sign of it.

Wallis used to be a trustworthy company, sadly since they were taken over that seems to be no longer the case.

Still no refund I made an order on 10th April and they took the £791 straight away. It took until 17th April to be delivered. I returned the order on 19th April. It took until 26th April for them to acknowledge receipt of the return.

I still haven’t had a refund. When will I get this? They have had my money for over a month and I only had the goods for 2 days. I don’t think this is acceptable.
order no DUX039860275

I have exchanged several what’s apps with them and was told refund has been issued and can take up to 5 days. It was apparently issued on 27th April. That was 16 days ago.

I’m having exactly the same with Karen Millen who I think might actually now be the same company and they owe me over £400. The text messages are identical.

Are they about to go bankrupt?

It looks like they are as they can afford to refund my money!!!!!!

I ordered a dress from Wallis on 21/4/25 and when I received the item on 24/4/25 it was an entirely different dress from the one I had requested. The tag attached was completely incorrect. I returned this item on the same day I received it completing the details online advising I had received an incorrect item with an explanation that the tag attached to the dress did not match. I also returned another dress which I had ordered in two different sizes, keeping one and returning the other. I received two emails from Debenhams on 30th April confirming that my returns had been received and that refunds would be issued shortly. To date neither of my accounts have been credited. To add insult to injury Debenhams are charging me postage for delivery and return of an item I did not order or want. I have entered into correspondence and have been advised that I should have contacted the company advising I had received the wrong item before returning it, How would I have known to do this? There is nothing on the Wallis site to this effect. Now i am being told that postage can be refunded if I can provide a photograph of the incorrect item. How preposterous! Maybe I should have asked neighbours for witness statements?? Basically the company is disbelieving me and want me to pay for their error. Shame on you Wallis/Debenhams. On a point of principle I will be taking this further. I wish I could have given you zero stars. You are not remotely customer focused and I am appalled at the lack of your customer service. Like others I am being advised of a protracted date when I can expected any sort of refund. This is completely unacceptable.

I made an order on 10th April and wallis/ Debenhams took the £791 instantly. It took until 17th April to be delivered. I returned the order on 19th April. It took until 26th April for them to acknowledge receipt of the return.

I still haven’t had a refund it’s now 11th May.

They have had my money for over a month and I only had the goods for 2 days. This is terrible!!!!!!!!!!!!!!!

I have chased the refund several times and am told it’s processing!! Not good enough it’s a lot of money and i need it back in my account now! It’s causing me problems and I’m basically funding this company I assume along with lots of people in the same position!

They can process taking my money quickly so process my refund.

I will never use them again. There must be a law regarding how long company’s can keep your money. I will be looking into this.

Since it became online only I have not had the same service and quality. Clothes are not the same, not worth the price and the worst is returning items! It takes forever to get a refund and we have the pleasure of being deducted £1.99 for the returns! Don’t think will be ordering again..

Update after they replied to my review:
If you process a refund it gets credited fairly quickly; ‘it’s currently making its way through the system’ is just laughable and unacceptable.

Such a shame as I was a longtime Wallis customer.

I wanted to return an order but am unable to scan codes on my phone and Wallis would not provide a return address. My local shop will not return parcels without an address so I am now stuck with this item. There is no phone number to make contact and customer service emails take 48 hrs (plus) to respond which, after several back and forth emails, was a waste of time anyway as they were totally unhelpful. I tried to leave this review on their site but, unsurprisingly, it was rejected!! Had to give one star but this is a zero star rating!

I placed an order DUX039601220 on the 4th April for a number of items . I paid next delivery and did not receive any the next day . I returned 5 items via royal mail tracked return on 11th April , and have not received any refund for any of the items .

I have been in touch with customer service via email and WhatsApp and they just keep adding time onto when I will get the refund , I have been told the refund is being processed but have to wait until 15th May now for it to go back on my card .

I have returned items to other companies in this time and received my refund within 2 days .

I am absolutely shocked I have to wait this long and am down by nearly £200 .

I have no idea why it takes so long for this money to go back on my card. I have returned the items and am essentially being robbed of money

Wallis pretend to pass you on to speak via wattsap to an agent but after 3 hours of waiting know they are not interested in talking to you at all The delivery is 7 days but can't cancel that is a con and after reading other reviews not surprised by this news Wallis are someone I will never ever buy from again and will be returning my order as soon as it arrives

Can't give zero star as the system needs at least one star to accept a review.

Ordered a dress for my wife paying £6.99 for express next day delivery.

This didn't come until two days later not next day.

Also faults on the dress I gave details to customer services and photos of the faults (not fully stitched on seams and a run in the material which is very visible) with full details how it had arrived late and the damage to the dress, via email .
I received a bounce back automated email advising they would get in touch within 48 hours. I sent another email after further 156 hours later as no contact had been made . Just received a follow up email asking me to see if my neighbours have it?

Obviously something has been lost in translation.

The express delivery we paid for not worth the money as it came late.

The quality of the clothing is not the standard as it used to be.

The customer service is shocking to say the least .

WARNING DON'T BUY FROM Wallis on-line.

Not willing to pay a further £1.99 to return the dress on top of the £6.99 not express delivery, for Wallis/ DPD to lose and make no refund just want to get a reduction on the price we paid..

I have had the same experience as that of other reviewers. Ordered 6 items and wanted to return 2. Links not working, site not found, emails not delivered...if I hadn't had the 6 items in the first place I would think this was a scam. No telephone number, no message assistant...nothing. I am now £82 out of pocket and the 2 items I returned have disappeared into the ether. Absolutely disgraceful service! Will never use again. Now seeking some advice from a solicitor.

Appalling refund service. Confirmed tracking of returned item being received 24th March. Only when chased and chased I am told that refund will be processed but won’t be received until April 26th. So over a month after they got the item back. I thought that was illegal! I was asked to prove sent back when they issue the postage label so could track the item anyway! It feels like every possible way to get out of accepting returned item is used. Extremely disappointed and I think they hope people don’t chase or check their refunds. I will not let this drop until the money is back with me.

Wallis Debenhams should be investigated by consumer rights and Trading Standards regarding why it takes over 5 weeks to return customers refunds.
I would recommend customers not to buy goods from Wallis Debenhams unless they know they are not sending back items.
No customers should have to wait over 5-6 weeks after posting items back for a refund this is appalling.