Wallis Reviews 

DO NOT UNDER ANY CIRCUMSTANCES USE WALLIS,DEBEHAMS OR BOOHOO.
I ordered several dresses for my son's wedding which were too small. Trying to return them and get a refund is so hard. Just getting a returns label is hard in itself. Return my items on 11 Feb - no acknowledgement of refund - Trying to contact anyone is hard in itself.

Amazing how you order and they take your money immediately and can deliver your goods but when you need to return and get a refund you can't. I am out of pocket by a lot of money - they have the dresses (confirmation received by InPost that they delivered them to there warehouse) but I have received no refund - this is theft.

This company which comprises Wallis, Debenham & BooHoo should be shut down - I will be contacting Trading Standards and BBC Watchdog.

I was trying to return an item and received error message saying the item not found. Then I tried messenger to get in touch with Wallis. The agent named Kai sorted my issue less than a minute. excellent service. Thank you Wallis

Customer Service!! Need retraining on the subject.
Email after email, and still Finn couldn’t find my return details; even with me sending screenshots and attachments!
And reminding him of my email address.
WILL NOT BE SHOPPING WITH WALLIS again.
And they charge postage when returning an item!! Even when the sizing is far from correct.
NOT RECOMMENDED!!

Terrible! Received a parcel in December that had been tampered with and had a dress missing. Still no refund and although you get an initial AI response there is no further communication.
So basically I have given them over £40 for nothing!!
Avoid this company

Dreadful company to deal with.
Returned a dress within the allocated time and have never received a refund. They claim an email gift voucher was sent to me but having checked all options nothing was found. £40 for a pensioner is a lot of money. I will never shop with Wallis or Debenhams again.
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Would give 0 if possible. Despite returning all 6 items weeks ago following their returns policy, I have only received refunds for 3 items. It is impossible to get anywhere with the customer service agents. You can only communicate via messenger and once it connects to a customer advisor they request details and then do not respond. It then resets and you have to start the discussion again, going through a chat bot first.

When I have eventually got to talk to someone they just confirm the refund is being processed for some of the items and then end the conversation. I am owed over £50 and am unable to get someone to look into this properly.

Mission impossible to make contact. Tried with messenger. They answer 1 question after a day then whe you reply it's another day. Ordered several items which came in 3 separate deliveries over 10 days. 1 item sent, right tag etc wrong item. Surely in this day and age there should be instant chat or a telephone number. Patience is running out

Be very careful. Wallis have a VERY UNETHICAL delivery protection fee tucked away and automatically ticked so that during the checkout process you don't easily notice it.I have ordered several dresses in 2 sizes and have been charged £25 delivery protection that did not show in the total just prior to checkout and I would have unticked had I noticed it. This should be in opt in (i.e. tick here, NOT opt out). They won't refund me either. VERY UNETHICAL BEHAVIOUR

Abismal customer service. 2 items were ordered only 1 was delivered. The only way to contact this company is through Messenger. When you do this you will enter a hell loop whereby a bot gives you an automated message saying customer service will look into it. Nothing happens and you message again only to get the same bot generated message you got at the start. You end up with no response whilst they've taken your money.

I am going to use the chargeback system in my credit card to recover my money as I see no other way. I encourage everyone else in the same boat to do the same so that the credit card company will identify then as high risk to deal with.

I see no other way to get the attention of this company or get my money back

Order DUX047672264 – No Delivery, No Refund
My Wallis order (via Debenhams) was never delivered. Tracking shows it was returned by the courier and then misplaced, yet I am still waiting for a refund.

I’ve tried multiple times to resolve this but keep being sent a form that doesn’t upload, with no other way to submit details or get real help. Communication has been extremely poor.
Very frustrating experience. If this isn’t resolved soon, I will be escalating through formal consumer protection channels.

I was sent the wrong item but it is impossible to contact them unless you use messenger, which I don't. If I return the item I will be charged, when it is clearly their mistake. The dress was incorrectly labelled. Somebody has even written 'wrong' on the label, so I'm guessing this isn't the first time they have sent it out in error.

Placed an order for next day delivery arrived a day late!they now expect me to pay for return .I’ve already paid £6.99 for delivery ! Dreadful customer service now waiting for a reply

The worst service ever, think they are just drop-shippers not a retailer so queries are delayed. They scammed me with £6.49 delivery protection charge which i did not authorise!! they add it automatically to the bill which is a scam this is not legal !! you can not automatically add charges and take customer through payment without reviewing the add on.

Ordered a jacket and the wrong size was sent, ordered again and again wrong size sent. I cannot return either for a refund as both the portal and sales email will not work. THIS IS THEFT AND I AM ABSOLUTELY LIVID ASND WILL CONTACT TRADING STANDARDS.

I now give 0 Star

I was-extremely pleased with communication with Wallis online. Kai (AI), who responded to my questions was very helpful. My questions re a refund & delivery were positive at tge time but …..

However, after 3 weeks my refund had still not hit my account. I m still waiting.

Trying to get a refund for items returned that I sent together, 2 items refunded and still waiting for another 4 items they say they haven’t received although packaged together !! Still £75 out of pocket since before Christmas as ordered a few items for Christmas party dresses… don’t bother not worth ordering from. Wish I had checked TrustPilot first.

I tried to change my address 2 sec after ordering, realising my old address was the one they were going to deliver to ( there was no option to put address in so stupidly thought my applepay would suffice in giving correct address). My reply 5 mins after ordering was that they cannot change any details once an order has been processed ! So my parcel will go to my old address and i have to go hr half on day of delivery to try and reclaim it from occupants. No help from contact as it a chatbox, and when they say they will put you through to customer service, also saying this might be a while….. they mean they won’t be contacting you! Absolute disgrace of a company!

Terrible communication. I returned a Yumi jumper in at the beginning of December. It was shapeless as the sequin decoration on the front was not in the centre. I cannot get any response from Wallis.

BAD EXPERIENCE
Order was never delivered by Evri on 24/12/2025 although tracking says it was. Evri is now investigating.
Wallis customer services not acknowledged or even communicated with me by email to respond to my FOUR queries. I want replacement item (M5063783005001) or full refund plus £3.99 delivery

Awful experience of trying to obtain refund for returns.
Argument over what I actually returned was the first heads up.
Then no refund forthcoming even for that.
Wallis is now part of a group owned by Boohoo.
This is called, (laughably)Arcadia.

It includes Dorothy Perkins, Burton, Wallis and Debenhams.
Not to mention Boohoo.

I will not be using these companies in future.
I got my money back eventually, but only because I am an ex business woman and am extremely tenacious.
I hate to think what happens to customers who really don't know how to proceed.