Order placed on 3 December 2021 with tracking details.
Order dispatched and received by courier on 7 December 2021
Concurrently on 7 December 2021, DPD (their courier) updated that my parcel has left UK and on its way to SG. However also on 7 Dec 2021, another update came in as 'IN TRANSIT'.

Subsequently there was NO UPDATE till I emailed DPD on 18 Dec 21, they back dated an update on 17 Dec 21 which served NO PURPOSE as it is still 'IN TRANSIT'.

Contacted Coggles on 14/12/21, responded on 15/12/21 but they are unable to help and constantly claimed that they have contacted their courier team. (FUN FACT: DPD CLAIMED THAT THEY DID NOT RECEIVE ANY REQUEST FROM COGGLES)

Meanwhile DPD also mentioned that delay was due to reduction of flights (WHICH I UNDERSTAND), but what DID NOT MAKE SENSE TO ME was between 8 Dec - 18 Dec (period till I contact them and when the tracking infor ceased to update), not a single flight could be scheduled for my parcel? Seriously?

Then again, I was also informed by Rakesh (DPD) on 18 Dec 21 that apart from parcel being OFFLOADED, it was on pending for the next scheduled flight on 22 Dec 2021

22nd Dec - PARCEL DID NOT LOAD ONCE AGAIN.

Thereafter, both parties seem to be playing PING PONG with each other. Coggles mentioned that they have contacted their courier team. DPD claimed that Coggles (The Hut) DID NOT.

I tried so hard to inform both sides the following details:
1. Towards Coggles (The Hut)
I informed Coggles (The Hut) that DPD did not receive your request on my parcel.
2. Towards DPD:
I informed DPD that Coggles (The Hut) has reached out but no respond from your (DPD) side.

No idea what in the world is going on between them. Till today (24/12/21); parcel has no update. Nobody is able to tell me if my parcel has been misplaced? Nobody is able to tell me why was my parcel not loaded despite being told it was on pending to uplift for next scheduled flight.

I never felt so helpless in online shopping my whole life. This is by far the worse experience. Moreover, I did not just purchase from Coggles alone. I purchased from other online platform such as Farfetch, Trendhim and etc in the month of December and even later than the date I shop at Coggles. Everything arrived SAFE & SOUND and both website (Farfetch and Trendhim) shipped from FAR country as well. Only COGGLES is
giving me major issues with NOTHING resolved after dilly dally for 2 weeks!

SUPER POOR SERVICE ON BOTH SIDE. Each time I follow up, different people are answering me with different version of stories. Totally ruined my christmas plan as this was one of the items purchased for my friend as christmas present.

Never shopping here ever again. Please think twice if you are not shipping within UK? Of course not everyone is as UNLUCKY as me to experience such incident? But I do believe INTERNATIONAL shipping stands a higher chance to encounter issues like me...

*Although both customer services are rather polite and I sound pretty rude as I was really annoyed, but politeness with zero efficiency is as good as nothing*

This is a long review, but I urge potential or disgruntled consumers to read throughly if in need of advice on contacting this company to deal with a complaint, and/or help with the decision of whether to complete a purchase or abandon cart before checkout. I wish I had read the reviews on here before purchasing as I would have been encouraged to spend elsewhere. This review is based on my own experience as a purchasing customer.

Don't be fooled by discounted prices, tempting voucher codes, and the speed of free delivery, companies should be judged on the speed, quality and sincerity of their response when any issues occur. Large companies without the option of store return should offer free returns or at least a drop off option. Instead, to return an item you have to email customer services, await some time for a response, print out your own returns form and then pay premium postal prices for delivery to ensure a safe return.

As you may have noticed from other reviews on here, once (or if) your return parcel arrives, the returns and refunds process itself is flawed. After only refunding half of my items (the cheapest half I might add), I had to wait a further four weeks for the second half to be refunded and only after eleven emails and nine replies from six different customer service advisors. After receiving confirmation that this had been refunded, once again, the incorrect amount was paid. It took an exchange of a further seven messages, a phone call and another three advisors (that's nine different advisors in total) to pay in the third instalment over a period of an additional eight days. This was a basic refund for return of unwanted goods. No damaged items and no postal refund were requested. There appears to be poor communication between the returns team, customer services and the finance department, who must be struggling to cope with the vast number of online brands incorporated into one infrastructure.

Furthermore, most decent online retailers that accept PayPal payments, do so without a surcharge. One can only assume that they wish to discourage customers from using PayPal, so it harder for them to make a claim for their money back when things go wrong. Not surprising then that The Hut Group are making record profits at the expense of the consumer. The Hut Group should consider spending less on their extravagant Christmas parties, marketing strategies and purchasing and renovating high end health clubs and more on investing in and improving their relationship with their employers, the consumer.

It is evident after personally using social media to contact this group of companies, a human response is immediate and they will attempt to directly message you in private. Retailers strongly dislike publicly displayed complaints for obvious reasons. As this company depends on technology and the internet for their success and growth, the unhappy customer must also utilise this to their own advantage. Therefore, I would urge those with a grievance to use social media as a communication tool instead of waiting up to 48 hours for a reply from customer services. Use *******@Coggles and their mother *******@thehutgroup rather *******@thehut_help as this account merely takes public attention away from the number of complaints. Additionally ensure you screenshot any evidence and attach to your message as this is quite embarrassing for companies and highly effective in getting an immediate response. Unsurprisingly,@thehut_help account isn't advertised on the 'contact us' page of their websites, it's just something you either know or you don't. Now you know.

In fairness, all negative reviews on sites are addressed by the feedback team. They follow the customer service textbook diligently - responding through positivity, apologising profusely and promising to pass feedback on to relevant departments. However, considering the recurrence of similar complaints, this is either insincere or not acted upon.

Coggles is one of the many great brands within The Hut Group and, as I big consumer of fashion, health and beauty products, I will miss ordering from some of them. Thankfully though, The Hut Group do not have a monopoly over online retail and all (or at least similar) brands can be purchased elsewhere. Thus, my advice to potential customers, who have managed to read this far, is to vote with your web browser and fulfil your requirements at the many other great online retailers that seem to value their customers more highly.

My first experience with Coggles is something I don't wish upon others. And I do believe that they truly don't care about the concept of happy and returning customers.

My order was for three items of which only two was sent to me. Of those two items one was sent back because of size issues and has been not yet been acknowledged to be returned despite proof of acceptance. The other item is a sweater that was clearly washed by a prior owner but as I liked very much I decided to keep it. The third a still not delivered item is a pair of Dr Martens Arthur boots in size 7 which was on sale at purchase. According to different so called customer service people they where unfortunately out of stock when I purchased them which is the reason for the purchase to be cancelled. But the truth is they where never out of stock and hadn't been for the last two weeks since my order was placed. And they are still available but with a higher price. Customer service is now avoiding my queries with standard phrases and fake pleasantries. It shouldn't feel like this when you've shop at a high profile online shop as Coggles clearly wants to be seen as. So potential customers I recommend that you look elsewhere for your online purchases. Matchesfashion or Zalando are in my experience better alternatives that appreciates the value of a happy customer or at least honors an agreement.
UPDATE
I did what Jordan at Coggles suggested (ser below) and contacted them both on email and then later on phone. During the conversation he never denied that the boots actually wasn't in stock but rather gave me the usual talk standard answers that he really wanted me to feel happy about Coggles and so on. In the end he said that he would get back with a for me satisfactory solution (which I explained is getting the boots which he kind of tried to persuade me out of without any success) the day after or by the latest the day after that. Well as you can guess that hasn't happened and I believe that the are not the least interested in solving this issue. The boots are still available to purchase so it shouldn't be a problem for them. This is the worst experience I've had this far with online shopping and I have a lot of experience with both small merchandisers, ebayer from every country you can imagine and the big names such as Matches and Farfetch. Coggles should not be mentioned among those. I will keep on posting on other review sites as well as style forums so that every one that is the least unsure about going with Coggles hopefullly reads it and chooses to go elsewhere.

Response from Coggles on Trustpilot which the update section above is a reaction on.

Dear Daniel,

Thanks for taking the time to leave a review regarding your order.

I am extremely sorry for the inconvenience and I fully understand how frustrating this must be.

So I can take a look into this further for you please can you contact me through your account quoting reference TP*******.

If you have further questions then please feel free to contact me.

Many thanks,
Jordan

Customer Relations Executive.