Penfield Reviews 129

Ordered an item on December 5th, expecting a delivery within 3-5 days as the website states. Contacted them by email on the 13th of December having had no delivery and no update on the status of my package, in which I got no reply. I then contacted them again on the 17th in which I finally got a reply saying they’re treating it as ‘lost in transit’ so will be issuing a full refund, in which they said could take a week.
Very frustrated as lack of communication now means I likely won’t be able to replace the item in time for Christmas, as it was a gift for my partner.
12 days to no avail, ridiculous.

Ordered a jacket online in the sale. After 7 days, no dispatch notification and no parcel. Emailed so-called customer service. Got an answer the next day to say that the order had been returned by Royal Mail. There was no house number or street on the address label. Why don't they send a dispatch email so customers know it's on the way? So simple. Emailed back my full address then silence for 3 days. Got in touch again and after a day someone got back to say the order hadn't got to their warehouse yet so they were cancelling the order and the refund should be with me in 10-12 days. Why 10-12 days? PayPal refunds take about a day at most. Shame as the clothes aren't too bad but I won't buy from their website ever again and

Because of the reviews I was hasitant to place an order at first. But i wanted a Rockford since the originals were gone for a minute so I made a Gamble. Placed the order Saturday evening, and it came in today. Like I imagined, artwork.
The customer service thru E-mail was also great.

Thanks Penfield!!

Have a faulty product
No response from UK customer service (have Emailed twice)
Attempted to contact Penfield US but Email blocked
Will not bother with this brand in the future

it's made in Bangladesh, used for a month, very bad 👎

Ordered first thing Friday morning, arrived the next day, considering it came from England to the north Scotland, I was amazed.

Order made 23rd December 2023 and yesterday 7th February was not arrived anything yet. It happened that my package as been sumbit for customs controls as I live in Italy and UK is outside EU (good job the Brexit guys 🤝).
At the beginning as I told them that my package was late they answer that everything was ok and my package was arriving. After that as I pointed out that my package was stuck in Brescia since two weeks they realize that the package was under customs control and they need a further invoice to unlock the package. They began to ignore me, not answering the e-mails, without checking if my package was unlocked in the DHL deposit.
Yesterday as I was expecting my package( a sweater and a trouser) I called DHL and they say they made a mistake because the invoice was under Penfield name and not my name. When I spoke to them they say that they were not notified from DHL.
I immediately asked the full refund for everything and I won't buy anything else from the in the future.

Penfield has gone downhill. Delivery and customer service totally crap. Ordered on 3rd January, no items, no delivery updates, customer service have stopped replying. Assuming they are on the edge of closing business…

Awful customer service. Order number: PENF1852.
Sent a return three weeks ago. They have the items as of 3rd of January. Still no refund. Ignoring my emails.
Never had service this bad. It looks like its not even a one off by reading the other comments

Have not received my order. Over 25 days late. No tracking number received. Asked for it be cancelled due to no indication of shipping after 2 weeks. no response whatsoever validating my request to cancel.4 days later a response stating that it was on its way and not to worry. Shipping confirmation received but no tracking info provided. Have requested a refund. No response. Reached out again. No response. No choice but to issue a charge back. Appalling customer service.

Disgusting way to treat honest customers.

Seems I’m in the same boat as everyone else. Bought 6 items knowing that 3 would be returned (standard online shopping practice). Followed all procedure with returns. I’m fully aware that the returns were received and signed for by Chris. This was on the 4th January and still no sign of the £130 I’m owed. Sent multiple emails, all of which have been ignored. Put in multiple chat bot things and only one message back from Kristina confirming that the items had been successfully delivered??? Shame really because Penfield do make nice clothes and this is soon to be overlooked with such appalling customer services.

Finally got a refund but I had to jump through hoops to get it. Still keeping this at 1 star cos the customer services received have been dreadful.

2 orders made via the Penfield website.

Order 1 - PENF2435
Order received, I decided to return some items from order approx. £500 refund
First problem, no DPP returns in Northern Ireland no mention on website of this.
£30 to send back via Parcel Force.
Item received by BMG Brand Machine Group on the 17th Jan - by Mr Wright.
No response since - approx. £500 lost

PENF2587
Order only arrived 22nd Jan
Order made on the 6th Jan
I tried to cancel many times - over a week before it even shipped, flat out refused.
DHL Delivery Refused
Value approx. £200

In total £700 l am currently out of pocket

I advise you to avoid avoid Penfield aka BMG in UK
Not worth the 1 star

Ordered some items as I do annually from their sale on Jan 1st. 3 weeks later and still no shipping details and my emails are bounced back to me with a generic "sorry we are busy we will get back to you" reply. No contact number to call.

Clothing arrived in timeframe. I now want to return one item, but no response to multiple emails in the last 10 days and I can’t download a returns form online - this functionality doesn’t work on their website. Nor does it show a DPD store to return items from in Northern Ireland - if you ship somewhere, you need to have returns set up there too.

Very disappointing customer experience. I am on track to be £50 out of pocket as I can’t return a fleece. The clothing is good quality, but I would struggle to see myself order from Penfield again.

Really nice clothing.
Appalling customer service, almost non existent.
When a response is received it is unhelpful.
Be sure what you order is correct as returns are chargeable and really hard work to arrange.
I will not buy from Penfield again.
Still have not received refund.

As others have said - awful customer service.
Placed an order on 29/12 not even dispatched yet.
Avoid!

I ordered a gilet on Christmas Eve 2023 but so far have not received the item or an email with any kind of expected delivery date.
One of my many emails was answered with an apology however. But I still have no idea if or when I’m likely to receive it.

Where to start? I've always liked Penfield's clothes. I've been buying from them for several decades. That isn't the issue here. The issue is how the UK operation has declined since BMG took over the UK operations in 2021-it has been a shambles ever since.
My most recent experience:

-A premium delivery charge.
-Over 2 weeks to send out (longer if including "non-business days".
-Absolutely zero communication from customer services. Are they even manned or operated by anyone?
-Delivery was sent to the wrong address, despite the correct address and postcode being supplied. That makes 2 out of the last 3 deliveries to the wrong place and this one wasn't even close to the right number.

It's really not fit for purpose. At all. It cannot get even the basics correct. If you have an issue you will not receive a response from "customer service". They cannot even copy the address onto parcels correctly.
Despite being a loyal customer for several decades, that's it for me. I'm done. For the price of the clothes and delivery, customers deserve better-and I hope these reviews are considered in your NPS calculations (which I doubt as service doesn't seem to be a word you understand), because you deserve it.

Ordered a jacket on 4 JAN and still not arrived. Penfield provided no tracking number and after I have reached out twice via email and customer submission still no reply. Is Penfield still in business? Is it a real company? Very disappointed.

Zero customer service. No response to queries. Ridiculously slow delivery times. In the UK the operations are outsourced to some hopeless company that isn’t fit for purpose. Avoid, unless you want a frustrating experience. More chance of them responding to this than any question you send them.