I ordered some nice looking tops from Dorothy Perkins and ended up spiralling into the most miserable customer service experience I have ever encountered. I do a lot of online shopping and normally you can tell from the photos roughly what kind of quality the clothes are. Not so with Dorothy Perkins who had edited their product photos so they looked completely different in reality. I received transparent t-shirt tops that were made from material so thin that I am amazed the tops didn't rip as I tried one on. After one try, I put the rest back, not even opened, and returned the lot on the SAME day as I received them, just 1 hour after the courier had been. I also explained on the returns note that they were such poor quality I was unlikely to order from DP again. Well they didn't keep my returns note and didn't count the number of tops returned correctly and tried to charge me for one of the tops.

That's when things started to go wrong. I wanted to call them to sort it out - I get unlimited free calls to geographic numbers. However, I discovered the only way of doing this is by calling their chargeable number - I wasn't prepared to pay to sort out their mistake so instead I emailed them and their Indian call centre reps picked up the issue. What followed was a series of emails where they didn't read my email properly and didn't answer my question. Eventually they understood and they insisted the only way of getting the refund was to provide proof of posting which I had lost. I told them all they had to do was to refer to my returns note and the issue would be sorted but they didn't even acknowledge this and kept repeating over several emails that there was only one solution. I decided that I wasn't getting anywhere so I called their chargeable number and spoke with a UK customer service rep who said that in cases like this, all I had to do was to wait 28 days and they'd refund the uncounted top. I reminded them that the tops were bought using Klarna's buy now pay later scheme and so they would have to adjust my account with Klarna. Also remember this top was only worth £8 and I work in retail supply and know the margins. DP would have paid no more than £1.50 for this top. I told them I was unhappy with their proposed solution but there was nothing more they were prepared to do (over a top that cost them less than £1.50) so I resigned to waiting the 28 days. After 34 days I asked them why they hadn't sorted out the refund and they continued to make things difficult by asking for when I returned the top even though they had a copy of their returns email that they sent to me. I provided this and the date I returned the top and but it still took 4 subsequent emails and I had to provide various bits of information that I had already given them or that they already had. Eventually they proved themselves to be winner of the WORST retail organisation in the UK by telling me they were giving me a refund and were not prepared to settle my Klarna account. How they even managed to give me a refund I have no idea since I've never even given them my card details. I told them that they should settle my Klarna account but they told me instead I had to contact Klarna to sort it out.

So they tried to charge me for a top I didn't keep that to them cost just £1.50 and made me spend 3 1/2 hours sorting out the problem and they've still not sorted out the problem...

Absolutely dire company - please take my warning and don't buy from them unless you're prepared to run the risk of this kind of experience.

I would like to share this with u guys. Wednesday thev3rd of December I went to bentley bridge Dorothy perkings stores in Wolverhampton I needed a pair of black trousers for work purpose. I purchased the trousers for 20 pounds came home tried them on and realised they were quite loose and also lengthy. Any way I could not find my receipt as I had been shopping in other stores on the same day must have binned it. I went back to the same store on the 5th and explained my self to the staff who were serving she then said hold on I will speak to one of other staff members and see what I can do for you. I waited another staff came and said you don't have the receipt so we can only exchange I said I do understand the policy however I will look in store for something with similar price she said the trousers is coming up as 16 pounds I then said I felt a bit disappointed I paid 20 pounds only a day ago she was extremely rude and I even said I can bring in my bank statement to proof my purchase price she then went on to say but how would we know if you bought more than one item I was madeto feel like a thief to save further imbarrasment I agreed to loose out on my valuable money I thought I will pick something up for 16 pounds just to get my self out and never use this store again I went towards the racks where I picked up the trousers from and realised the same size eight trousers I had said ten percent off I then took the trousers to the counter and said u just said these were twenty percent off but these trousers are for eighteen and you are offering me back sixteen the same staff once again left me stranded and went back to approach the same women again who created this mess in the first time only this time she looked embarrassed and did not come to help the situation at all I waited for quite a while and refused to go away without further explanation she then came and said oh may be we have made a mistake and put ten percent off on this and there's nothing she can do to help me I asked staff members to give me her name so I can put a complaint against her bad attitude she refused u said to the staff im not leaving without you giving me her name finally they came up with a name luiese I would say women like that should not be made manageress if they dont know anything about customer services and yes I will get my full refund back as I have my bank statement to proof of my purchase. I just would like to say women like her should go and get training on how to deal with customer small issues. Very unprofessional woman and no I would never buy from that store ever again. I have been reading other customer complaints with the same store how ridiculous. This woman has made Dorothy perkins loose out on valuable customer!