SilkFred

Bought a dress need to return no access to returns label, sent 20 emails used chat and nothing. It was a very expensive dress

After 1 month of ordering, items were never received. Refuse to give me a refund until the courier company responds to them. Multiple times contacting customer services and all they tell me is that we are investigating it. Horribly disappointed.

Extremely poor response times and willingness to work with a long term loyal customer. I've contacted them 5/6 times now and they still haven't sent me instructions on how to raise a complaint officially, even though I've asked each time I've reached out. Usually 48 hours to reply to each message via email and chat on the website, so this has been going on for weeks now. I'm not someone that leaves online reviews, i think this is the second i've left in my life but i feel it's important to in this case.

I returned goods, refunded £15 still owed £148, they tell me they cannot locate items, funny as everything was in the same parcel... Makes you wonder doesn't it?
Proof of postage also sent.
Avoid using them

My first order fromSilkFred was beautiful. Lined and lucious and well cut. Quality for the money so I ordered again. This time did nearly 30.00 with postage I got a tip that was worth a fiver on a market stall at best. Poor cut, no lining, no label and no elasticity where it should have had it. Honestly the two garments could not be more poles apart. So who is checking out the suppliers for quality? It's important to your brand surely? I won't risk ordering again. For 28.00 it's shocking - honestly look at the photo. Like a shapeless rag.

Hannah was absolutely amazing with her quick and prompt responses to any questions I had about the returns policy. Her service was outstanding.

Whilst I couldn't return everything as every seller has different policies, Hannah was super helpful.

Suggestion for future would be to ensure consistent returns policy that would minimise confusion.

Thanks again Hannah

Very disappointed with this service, we purchased a jacket for our daughter for Christmas on the 27th November. Unfortunately it was too large so we asked to exchange it. They now say we only had 14 days to return it, we didn't want to rerun it just exchange it, but the company just are not interested
Very poor service

I ordered a dress four days ago and paid for next day delivery, anticipating it would arrive within two days. It still hasn't been shipped but the money has been taken out of my account - I can't get hold of anyone at the company to get an update as to the status of my order, as I paid the higher delivery fee because the dress was purchased for a wedding, so I have no idea if it will arrive in time despite them taking £55 from my account. It's absolutely dreadful service. They keep replying to people saying they're just so busy but they either need to hire more staff or stop taking orders until they're in a position to fulfil them. Currently they just take money and do not provide the service. Do not order from here!

I should have read the reviews before ordering - it would have saved me stress and time!

I ordered two weeks ago and the order is yet to be delivered to Royal Mail!... from then it is on a 48hr service! I got in touch with SilkFred to who admitted they knew there were delays with this suppler! So much for being a transparent retailer?! I ask them to cancel the order, they refused... I asked them to redirect the order to their return address they refused! It's definitely a case of computed says no with their customer service, they 100% just don't care - they've got your money and will hold onto it as long as possible!

I did my own research and it turn out the items are being shipped from Poland - their mail can take anything up to 6 weeks!

While the SilkFred responds quickly, that is pretty useless praise, if they
- have no power to act.
- work out-of-hours relative to the suppliers
- don't show any initiative to resolve problems.

WELL IN ADVANCE of my order arriving (because the supplier didn't act on it for over a week; I was in contact after 2 business days!) I told SilkFred that the delivery would now be too late—Royal Mail would land up sending the items back themselves since I am out of the country for the amount of time RM will hold the packages - 14 days.

SilkFred basically did nothing except send an email to supplier asking them for updates in case it was on the way already. Since no dispatch information had yet been received, SF and supplier AND I knew that there was time to act.

The supplier clearly holds no regard for SF or the customer, as the supplier didn't reply promptly or in a helpful way.

Two days passed without any action by SF agent, who only works evenings from 5pm - illogical since the suppliers work day times.

When I prompted SF again, the supplier, MOE, admitted the parcel had not even been prepared, and would only arrive the following week.

Instead using logic to immediately halt the order and issue my refund, they both decided to go against my wishes and pursue the order anyway.

And, to make matters more distasteful, this "original" designer is available through Amazon, and the exact same item is more than £10 cheaper.

So much for Emma Watkins' proposal that SF provides "unique fashion with fun and stress-free service"….

I tried to return a dress that I had received 18 days earlier under the impression that I had a total of 28 days to return an item.
However, I was told that it was too late to return the dress as I should have started a return within 14 days and a further 14 days to return it.
I had only been in receipt of the dress for 18 days!
I am now stuck with a useless bad fitting dress that I will never be able to wear!
Will never order from this company again!

Sent an item back, unfortunately my husband didn't pay for tracking. I have queried with Silkfred who say they haven't received the item back. It has been a month and considering GAP and Joules have refunded me for returns that weren't tracked, I'm finding it hard to believe that Silkfred haven't received my item. I won't be buying from them again, am so disappointed.

Terrible experience. I ordered from Silk Fred for the first time in July. I didn't like the quality of either of the dresses when they arrived so sent them back. A few weeks later I realised I still hadn't had a refund on one of the dresses. I contacted SilkFred and it turned out it had been sent to the wrong warehouse - as I didn't realise that returns are incredibly complicated and each item has to be returned to a separate location rather than going to one main base and being sorted. Nevertheless, I still held hope this would be sorted quickly as I had the proof of postage for each item. Surely SilkFred (you would have thought) would have a contingency in place for this form of human error - I've no doubt it happens all the time.
Well they don't. I've been chasing for the best part of three months. Responses are slow, I've been asked to share proof of postage twice - which I have, and still haven't had a response since the last email correspondence 2 weeks ago. I will never order from them again and will be taking this to the consumer watchdog. Quite clearly they are all over the place.

I have been waiting over 3 months for my £180 refund, package sent back with the label they issued and they can track, extremely poor customer service and communication.

Ordered couple of items, returned them both (due to really small size) on the same day and time to the correct address'. One of the returns was refund straight into my bank account but unfortunately still waiting for the other. I've contacted customer service, which they said they have received my return but allow 7 working days for the refund, still waiting...

If I could give 0 stars I would!

I ordered 2 dresses for a wedding, I had various other dresses coming from other stores too hence why I didn't create the returns label the day I received the dresses which was a week in total. I then caught covid and was very very ill spending 10 + days in bed, creating my returns online was the last thing on my mind. When I got better I then went to create my returns online, it wouldn't allow me as Silkfred have a 14 day returns policy. I emailed them asking politely if they would consider my returns as an exceptional circumstance, however, Lucy (senior member of staff) reads off a script and refused to accept my unused items (with tags on) and kept stating the 14-day policy.

Even when I went back and asked for her to please consider my circumstance. I was a first-time customer and certainly won't return again! My advice is don't purchase items from this site, 14 days is a ridiculous returns policy and for god, sake do not get covid, they don't have any compassion, in fact the complete opposite. They really need to look at improving their customer service because it's appalling! DO NOT BUY FROM THIS SITE!

The quality is actually better than I expected for the price and I will definitely order again. A few issues with shipping and customer service (although some of the team are great!). The next day shipping wasn't reliable in my case, and the standard shipping took 4 business days. Make sure you are organised if you need things in rush!

Overall one of the worst experiences I've had with my first and last order with SilkFred! Poor delivery (£125 order left in my front garden ready to be picked up by anyone!), poor quality (the worst quality ove seen), poor communication for delivery and returns (false attempted delivery then a random packing unsafe in the front garden on a random day instead of a designated safe area. No confirmation or returns receipt even though you can track and see they received the order, 11 days before I got anything from them after chasing it day 3 of receipt!). However, customer service is great from Helen! At least something was good there! At least the parcel made it to me and back thankfully! Now I'm just waiting on getting the money back!

If you like stress, uncertainty and poor quality - this is your place to shop! Hope you have better service than I did if you shop!

When you purchase from this site and you need to return various items you have to send it back by recorded delivery that you have to pay for and items have to be send to individual stockist at different address. Returning can be costly and a night mare

After getting my wife's Christmas Presents from SILK FRED she was very happy with the quality and I was happy with the service and price.

I have emailed countless times to return an item to Silkfred as no where can you get into 'My Account' which they ask you to do before printing label to return item. No one comes back to you to help and also there is no contact telephone number to speak to someone which is very odd. Would not use them again.

I ordered 2 jumpers from silkfred they arrived and were not as described - I returned the items and had to chase them for acknowledgement of receipt - they have refused to refund me and now have the jumpers and my money - they will NOT refund me as they say they dont need to - complete rip off merchants would advise not to use them

Clothes were poor quality and the refund process is disgustingly poor! They don't respond to emails and I have found it's a common issue with them. I posted items back over two weeks ago and they still haven't refunded me and don't reply to emails. First and last time I ever use this company!