Want to send back two tops purchased online. It takes you to the royal mail site then nothing but an error and wont print out label. No return label in parcel either. Contacted by imessage got respon... Toon meer
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Ordered a a size 14 dress for an occasion I wanted to attend only to get a size 6 uk cheap tshirt from boo hoo Unbelievable. Now I have to go through the processes of writing emails and showing t... Toon meer
Terrible customer service. Same brand as Karen Millen I think and they also have similar reviews. No empathy or customer service, do not read emails, respond with copy and paste and sometimes doesn'... Toon meer
Bedrijf heeft geantwoord
DO NOT buy from here! Coast dress bought from wallis delivered through Debenhams /Evri my parcel went missing and could not be found, didn't pay me back for delivery costs either! IS THIS A SCAM? THEY... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
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Shop the latest dresses, tops, trousers and knitwear from Wallis' womens clothing collection - petite to plus size available to buy now
Contactgegevens
1,4
Zeer slecht
2K reviews
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Don't shop from the debenhams group
Coast, Wallis or Debenhams. I've had e-mails from all three and it's basically the same group which I will opt not to shop from again. Having ordered some dresses from Coast and some from Wallis I found myself having to return and order a number of different dresses. The sizes were all completely different and didn't match online size guides. On returning parcels this isn't a case of returning all to the website you shopped from but to each of the different brand partners. This resulted in 4 parcels (one order) which I took to the post office at the same time. One of the parcels has clearly gone missing despite me being able to show all 4 receipts so I'm outstanding a refund. I have tried to contact through WhatsApp and messages but just get the bot who says they can't do anything as it's over 30 days (they were returned within the 30 day window). When asking to be put through to an advisor you then wait for days with no response. How else am I supposed to chase a refund which I am now out of pocket for? The whole process of ordering and returning is so overly complicated and you pay for each package returned too. I am fed up of chasing and won't shop from this group anymore, it's simply not worth the hassle.
26 november 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello Jennifer,
Thank you for taking the time to leave a review, and I am sorry to hear you have yet to receive all of your refund.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
If i could give 0 stars i would
If i could give 0 stars i would. Ordered days ago for next day delivery................still waiting. Been told to come back after 5/12 if still not received, far too late. And you can't even speak to a human it's infuriating!!!
Wallis used to be so so good on the High Street -do not order from thicompany
25 november 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello Sarah,
Thank you for taking the time to leave a review, and I am sorry to hear you have yet to receive your order.
Our customer service team will have asked to allow until a date for the parcel to arrive as this is the earliest date in which they can declare this as lost.
The parcel is expected to get to you before then and the courier will be working hard to deliver this as soon as possible. Although the majority of our orders are delivered within the timeframe selected at checkout, delays with them do sometimes happen that are out of our control and when they do, the courier asks to allow time to have the delay sorted and the parcel delivered. Rest assured, should the parcel not reach you, we will absolutely have this order refunded or resent for you. I appreciate your patience with this.
Take care
- Rebecca
I returned 2 jumpers on 6th November…
I returned 2 jumpers on 6th November because they were too big I still have not been refunded the money for them. Impossible to speak to anyone as no contact number for them !!! Useless!!!
6 november 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello Carol,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again.
I can assure you that the refund for your return will be processed, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.wallis.co.uk/pages/informational/contact-us
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case.
Take care
- Rebecca
Please reply to me customer Service
I ordered 2 separate orders the one with Debenhams sent me a gift card refund which I didn’t ask for and not for full amount (short by approx £30.)
I have emailed several times to customer service at both Wallis and Debenhams and still not resolved - this has been going on since October.
Cannot find a number to call.
4 november 2025
Review zonder uitnodiging
Antwoord van Wallis
UPDATE
Hello Jeanne,
Thank you for sending over the order information. I can see that this issue has now been resolved by our customer services team
Take care
- Rebecca
-----------------------------------------------------------------------------
Hello Jeanne,
Thank you for taking the time to leave a review. I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Many thanks,
- Rebecca
If I can give 0 stars I would
If I can give 0 stars I would! I have been emailing them and messaging them (SMS and WhatsApp) for the last two weeks about return labels for two items of my order and still is not resolved. When you reply to their email because they request more information (all information was provided multiple times!j, then another ticket is created, leading to further confusion and incompetence. Oh, and not to mention that the items that I have returned, as the return labels were included in the order, I did receive email confirmation of the refund BUT the money is not yet in my bank account 5 days after confirmation. Absolute shambles of a company which by the way is part of Debenhams. Avoid at any cost!
Update 23/11/25
I am not surprised Revecca that the customer service team is dealing with a high volume of emails as each time there is a reply from the customer another ticket is created. Currently I have 4 tickets from Wallis, all of which are in regards with my order - a single order! Multiple that by how many customers you have and the number of emails increase exponentially!
5 november 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello Dimitra,
Thank you for taking the time to leave a review, and I am sorry to hear that you are having some issues with making a return for your orders.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Avoid them at all costs ..
Avoid them at all costs ... I will never use again, which is a shame as I used to love Debenhams/Wallis but there is no way to return items to them.
There is no phone number and trying to return on the returns portal, it is saying that the order number is not recognised, despite me copying and pasting from order.
No response from Whatsapp so left with a top that I don't want.
Avoid .... avoid ... avoid!!!
21 november 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello Alex,
Thank you for taking the time to leave a review, and I am sorry to hear that you are having some issues with returning your order.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Absolutely awful
Absolutely awful. Ordered a top and received a skirt. Had to pay to return this. Can't speak to anyone and took days for someone to reply to a message. It took 3 weeks to get a refund and now they are ignoring my messages regarding the postage refund. I would most definitely avoid this company, shame they used to be so good!!!
21 november 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello Susan,
Thank you for taking the time to leave a review. I am sorry to hear you have received an incorrect item, and that you have yet to receive a response regarding the delivery fee refund.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Returned an item had email saying they…
Returned an item had email saying they received it on 4th Nov. It is now 21st Nov. And still no refund. I have sent several emails but getting the same thing back refunds take 15 days. I dealt with Wallis UK. In previous years never had any problems. AVOID THIS COMPANY It is now 28th Nov. Still NO refund. I contacted Citizens Advice who advised me to send an official letter which I have giving them 7 days to refund had an email saying it will be in my account in 24 hrs still nothing. £80 is alot of money to an oap I'll let jt be dealt with legally I'm getting nowhere. It is now 7th Dec. Still NO refund. Had an email today asking me to close dispute with Clearpay then they will refund. What a joke as if. Once I get my refund ONLY THEN will I close a dispute
21 november 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Absolute poor service waiting over a…
Absolute poor service waiting over a month for a refund
20 oktober 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello Roger,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again.
I can assure you that the refund for your return will be processed, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.wallis.co.uk/pages/informational/contact-us
Take care
- Rebecca
Debenhams group keep away from.
Ordered a pair of pyjamas which were £13.11 and realised the next day I had ordered wrong size.
I ordered another pair in the right size the next day and price had gone up to £15.12.
Sent both pairs back and after waiting over two weeks for a refund I decided to go on a what’s app chat.
They are trying to give me the lower price back for both pairs. I refused and sent them proof of payment .
They then tried to say that I posted them back a month later. Despite sending them back three days after receiving them.
The last message I had off them was Thursday and I still haven’t had a refund.
The whattsapp chat is waste of time. The amount of time I have put in my order number and account details is really annoying.
They just don’t look at the whole chat and see what has been said.
Please be aware that Wallis is part of Debenhams and I will not be ordering off any site that is related to Debenhams again.
I have now received my refund which is two pound short of what I paid for one of the items.
I have just signed Into my online account and it’s really odd my order has disappeared.
And no I did not have swap protection as I have not heard of such a thing.
17 november 2025
Review zonder uitnodiging
Antwoord van Wallis
UPDATE
Hello Natalie,
Thank you for sending over the account information. I have managed to locate both orders. You paid the same price for the Pajamas in both order. The item cost was the same. However, in one order you purchased the Swap protection which was an additional £1.99. This is the difference in price of the orders, and swap protect is a non-refundable service. I can assure you that your refund is correct for both orders.
Take care
- Rebecca
------------------------------------------------------------------------------------
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been an issue with your refund.
I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order numbers and email address linked to your orders.
Many thanks,
- Rebecca
Awful company to deal with
Awful company to deal with. Such a shame as I love the cloths but will never order again from them. I need to return my items but there's a problem with the returns portal which means I can't use it. I have tried to contact customer service but all you get is an AI bot which can't help. I'm now looking at losing £300
17 november 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello Sarah,
Thank you for taking the time to leave a review, and I am sorry to hear that you are having issues with making your return.
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor. Please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.wallis.co.uk/pages/informational/contact-us
Take care
- Rebecca
Absolutely awful experience with…
Absolutely awful experience with dealing with this company. Ordered 3 dresses and paid for next day delivery but they didn’t arrive the following day within the timescale. I paid by Klarna and I returned 2 dresses and reported a return with Klarna and they adjusted my payment plan. It’s almost impossible to contact Wallis with your concerns as there is no telephone number and can only contact them by WhatsApp Messenger or text message and they don’t even bother to reply back. I want a refund for my delivery and now Klarna are saying that they still haven’t had any update on my returns and my payment may have to been adjusted again. The only proof I have is Evri have delivered my returns back to Wallis/Debenhams. I’m so disappointed with this company and very frustrated that they don’t even bother to reply back to your messages. I will not use this company again and after years of purchasing clothing from Wallis I’m very disappointed
5 november 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello Jayne,
Thank you for taking the time to leave a review. I am sorry to hear that there was a delay with your order.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Take care
- Rebecca
PLEASE ENSURE YOU DO NOT PLACE ANY…
PLEASE ENSURE YOU DO NOT PLACE ANY BUSINESS WITH THIS COMPANY OR IT'S OWNER DEBENHAMS. MY WIFE BOUGHT A DRESS WITH A FAULTY ZIP. ONE MONTH LATER AND STILL NO REFUND. THE 15 DAYS THEY QUOTE FOR A REFUND HAS COME AND GONE.
MY WIFE BITTERLY REGRETS PLACING BUSINESS WITH THIS COMPANY. IF SHE COULD HAVE SCORED THEM WITH 0 THAT WOULD HAVE BEEN A MORE ACCURATE SCORE
CAN YOU BELIEVE THAT YOU CANNOT TALK TO A HUMAN ON CHAT OR THE PHONE.
16 november 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that your wife has yet to receive a refund for a faulty dress.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.wallis.co.uk/pages/informational/contact-us
Take care
- Rebecca
Beware the surprise extra charges
I will never order from Wallis again as they added an extra £3.99 fee for delivery protection. When I contacted them they told me It was a charge that l was automatically opted into on check out and it was non refundable. I looked at the payment page and indeed there was a small tick box underneath all the delivery options which was pre ticked. I think it is deliberately put there so it more difficult to spot and who when buying from a supposedly reputable website expects to have and extra charge automatically added on.
8 november 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello Lianne,
Thank you for taking the time to leave a review. We have recently introduced a new option at checkout for additional protection for your parcel with Swap protect. Customer’s do have the option to opt-out of this if they don’t wish to purchase before checking out. It is a customer’s responsibility to ensure you are carefully reading and understanding the options available before continuing to the next page/step. These options are clearly set out online, and selections made at this stage are final once you continue. Once an option has been selected, we are unable to make changes or cancel it.
Take care
- Rebecca
Trying to return 4 items from my order…
Trying to return 4 items from my order returns portal only showing 3 items. Contacted customer services via whats app Saturday and 3 days later still waiting for an agent to deal with my query. I know they say they are busy but a 3 day wait just to speak to a real person as AI bot couldn't help. Appalling service never ever going to use them again.
8 november 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello Julie,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been an issue with returning one of your items.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Never received order courier left it…
Never received order courier left it outside I’ve been contacting customer service over a week now via sms WhatsApp getting no replies still not been refunded shocking customer service will not being buying from them again
1 november 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that you have had a delivery issue with your order.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
DREADFUL RETURNS SERVICE
DREADFUL RETURNS SERVICE
Sent back over two weeks ago STILL NO refund ❓❓❓❓
29 oktober 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello Vendon,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again.
I can assure you that the refund for your return will be processed, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.wallis.co.uk/pages/informational/contact-us
Take care
- Rebecca
Scrutinise the checkout before final payment
Be careful when checking out as there is a box at the end of the delivery options which has already been defaulted to being ticked for a protection fee. You have to physically go in and untick it yourself if you don’t want it. This could cost you anything from £1.99 upwards as it goes up according to the value of your order. A protection fee is not necessary for goods damaged in transit or lost orders as this is the retailer/couriers responsibility. Even if there is a problem and they don’t take responsibility most people are protected by their credit card provider. YOU DO NOT NEED TO PAY EXTRA FOR THIS. If you are unlucky enough not to have noticed it and it’s very easy to miss as once you’ve chosen your delivery option you would expect that to be it - you will end up paying an extra £1.99 or more !! This is just a money making scheme to make extra money from you. In future I am going to avoid Debenhams, Wallis, Dorothy Perkins and in fact all their subsidiary companies that operate this unscrupulous scheme.
10 november 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello Anne,
Thank you for taking the time to leave a review. We have recently introduced a new option at checkout for additional protection for your parcel with Swap protect. Customer’s do have the option to opt-out of this if they don’t wish to purchase before checking out. We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
The refund process was appalling
The refund process was appalling. No telephone contact numbers. When I emailed it says it responds within 48 hours this process took alot longer than that. Had confirmation that the goods were received back to supplier from them directly who also could not understand why it was taking so long. It has taken nearly a month and I have just received a refund back. I will not be using this company again
13 september 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Don't order from Wallis!
I ordered from Wallis, but the clothes were delivered by Debenhams, this was not clear at the time of ordering. Then it was impossible to return, the system couldn't find my order number. I got a link from the AI chat and now I've been sent a gift card for my returns. I didn't ask for a gift card and now its impossible to talk to anyone other than an AI chat, which just goes round in circles! Don't order anything from these people unless you are sure you want to keep it. I want my money back, they are no better than con artists!
18 augustus 2025
Review zonder uitnodiging
Antwoord van Wallis
Hello Lindsay,
Thank you for taking the time to leave a review of your recent experience. We have recently introduced a new option in how customers can receive refunds. You will now be offered two options when logging your return -
(i) refund to gift voucher
(ii) refund to original payment method
It is a customer’s responsibility to ensure you are carefully reading and understanding the options available before continuing to the next page/step. These options are clearly set out online, and selections made at this stage are final once you continue. Once an option has been selected, we are unable to make changes or cancel it.
Take care
- Rebecca
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