Esprit Reviews

Returned some goods from an order, three weeks later & after lots of chasing I have just received a refund but it is £49 short. They say I have kept two further items that I returned. Every time I contact them it takes 2-3 days for them to reply. Will never shop with Esprit again.

Shocking terrible service !!!!! Seems to be a common theme . Love their clothes but will not be buying again !! Ordered a week ago , money taken . As with other reviews no confirmation email . No invoice or account number . No order received . Lady was impolite and didn’t care money had been taken . Said order mustn’t have gone through ??? Well money was taken so must have !!! As had no numbers did very little to help . Wanted proof of payment which I refused as they will know it’s been taken and said 15 Days until returned which is u acceptable . All I wanted was her to check my address to see if an order was on way . Because I wouldn’t comply with her she ended phone call . She didn’t like when I told her they had lots of negative feedback . So unless you want money taken with nothing in return and ignorant customer service I would avoid !!!

DO NOT ORDER FROM ESPRIT!!!!!!
I ordered a bikini last week and realised that I had not had an order confirmation. I then looked today and the money has been taken out of my bank account and yet when I phoned up they say there is no order on the system.

I am now trying to get my money back. Dont buy from them . it is a FRAUDULENT company who take your money without sending the goods.

Absolutely terrible customer service. I will never purchase from this company again, purchased 4 items whilst away in Jersey. The one item had a hole under the waistband. I contacted customer service who said no problem I don’t need to return so fill out a form and send a number of photos. Did as they requested them they asked me to send again in PDF, did this another another 24 hours then please return. This has now been going on all week. I work full time and certainly don’t have time to be messed about like this. Now going to give to the charity shop. Only gave one star cause it would not let me put no stars.

Ordered a replacement pair of jeans that I bought in a Esprit shop in Spain. I kept the jeans but they aren’t as good quality. I returned a couple of items and it took a long time and too much hassle to get a refund.

Quite apprehensive about having ordered something given so many terrible reviews here. So far my item was slow to be dispatched, then when it was my tracking link with Parcelforce doesn't work despite it being way over 48hrs at which point it should be active. I emailed Esprit, and they were slow to reply simply saying it should arrive tomorrow but not addressing the tracking not working - how do they know if their tracking doesn't work?? Dreading having to attempt to return anything given the problems people state here but that is of course if it ever arrives. Attending a wedding at weekend so I need it before then, feeling quite stressed and Esprit CS are not being helpful.

Update: It did arrive, although not within the stated delivery time. Tracking did not work until 4 days after it had been despatched, it didn't arrive until day 6 after I ordered not the 2-4 days stated and customer services was very curt and not super helpful when I enquired about the non-functioning tracking and when I was set to receive the item. I am not going to have to return my item, but be extremely reluctant to order anything again from this store as it's been incredibly stressful and I have no confidence in their customer services.

On 13 June 2022 I ordered a bag on the UK site, which says "On average, about 2-4 working days are needed for the arrival of your parcel". After 10 days I telephoned having received no updates. I had to keep chasing for information and finally was told on Friday for the first time that the bag had to come from Germany and I would be updated. Today, 27 June, ie 14 days later, the bag has arrived. I have returned it, as I bought an alternative over the weekend having still received no update as to its delivery - the tracking up to Friday last said tracking was unavailable. I will not buy from Esprit again.

They have great cloths but worst return policy I have ever seen.

After being their customer for 10 years thinking to say then good bye.

I have been an Esprit customer for years but their customer service went downhill so fast and frankly hit rock bottom.
I sent two parcels with their pre-paid label and a chosen courier and it's been over a month and the now insinuate that the choice of a courier was mine, which is a blatant lie.

They tell me that I need to advise which items I sent back and the e-mails sounds like this (these are real excerpts):
• ...you will need to fulfill your obligation to cooperate...
• If you continue to fail to cooperate...
• ...our final attempt to convince you to cooperate...

Sounds awful. More like Gestapo rather than customer service.
I wrote to the new CEO, but had no reply.

It's a strange commercial practice to treat customers like this, especially in post Covid area when a lot of trade moved on-line so trust is very important. They are already gone from UK market when it comes to physical stores and it looks like they are doing everything to lose even more customers.

Awful. I do not recommend. I actually discourage anybody from buying from them.

Horrendous nightmare when it comes to returns, and they will do everything to cause delays. They do not even honour their own 14-day return policy and unashamedly give lame excuses to defer refunds. Even when returns have been tracked to their U.K. hub on which their returns label are addressed to, they gave further excuses that returns haven’t been received in their German hub. Completely inept, incompetent Customer service who cannot do anything to help other than raise internal tickets for someone else to resolve, so all complaints go around in an endless loop with no one taking any ownership. Completely rogue company. Took me 6 weeks of calls/ emails with a PayPal escalation raised. When they realised I raised a dispute on PayPal, they responded with a subtle threat holding back a small amount of my refund until I remove the dispute. Worst experience of a retailer ever. They can’t stay in business for long with such unethical practices.

14 days after my return has been received by esprit.co.uk I have still not received a refund.
The excuse is it then has to go to Germany before refund is processed.
I was offered a form to complete for an advance refund, the form does not work, just like the contact form. Poor software
This is my reply:-
The form does not allow information to be entered either when it's opened or uploaded to one drive, see attached screenshot of page & tracking of the return.
It also says it will be done as an advance within 10 days! So it fails to be of any benefit at this time.
I am very distressed by Esprit giving false information regarding the returns policy.
Under the circumstances, when I have waited 14 days from Esprit receiving the return, evidence provided, I feel it is necessary to provide more negative reviews to trust pilot.

Meanwhile please
1)Expedite my refund for £106.46
2) Raise this email to your complaints department.
Please confirm both are acted upon.
Yours sincerely Anne Jones

Misleading info about delivery time. Poor communication.

Glacially slow with refunds. Bear in mind if you don’t want the hassle of checking and chasing

After receiving an email offering 40% 'MISSYOU' discount (not bought anything from Esprit for a year), I browsed their website and added to my basket some really nice clothes to a value of £220.00. When I tried to apply the discount code Esprit sent to me, it rejected it telling me I needed to log in, when I already was logged in. Emailed their customer service who sent out a replacement code, and again it was rejected. Tried to do it via the app, again rejected. Called their so called customer service who don't seem to know ANYTHING about the company they are supposed to be the customer service agents for, they knew NOTHING. After totally wasting my time I have decided to abandon any efforts to complete my order. This company is doomed if it cannot even provide the very basics when it comes to letting people actually order the items on sale and use the discount codes the company provides to get people back. This customer is gone for good, and will take his custom to ASOS, who may be out of stock a lot, but at least items your order can be processed, and at least if they provide you with a discount code they honour it. I would not even give this company 1 star, as they did nothing but waste my time. Farewell Esprit.

Shocking service! I really wish I had read these reviews before I returned two pairs of Jeans. I am waiting on a refund of £92.99. My emails go unanswered and phone calls are not answered either. No idea what to do next.