Our delivery has still not arrived 11 days after ordering. I have called customer services twice and replacement still not dispatched. They say they released to Evri after two days but they nor us h... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I have been satisfied with about a dozen items I have bought with one exception, a shirt that had been wrongly described as mostly cotton when it was mostly polyester. My bigger beef is persisten... See more
Company replied
I ordered a pair of walking boots in the sale. They looked really nice and were very comfortable, initially I was very happy. As with all new footwear that I buy, I treated them with a protective spra... See more
Company replied
Absolutely shocking customer service. I purchased and returned 4 blouses which were unsuitable for a 99 year old friend. Chums sizes are nowhere near accurate! Refund took 2 weeks, after I'd actu... See more
Company replied
Company details
Written by the company
Traditional clothing, underwear and shoes for men and ladies plus range of personal hygiene, mobility and lifestyle products.
Contact info
Unity Grove, L34 9AR, Prescot , United Kingdom
- 01515490320
- enquiries@chums.co.uk
- www.chums.co.uk
1.8
Poor
1K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 52% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Wow the site is just a run around
Wow the site is just a run around, they sell the same product and depending how awake you are depends on what you are charged for the same product. They seem to operate on wearing your down to give in-and pay the higher amount.
28 June 2026
Unprompted review
Reply from Chums
Thank you for taking the time to leave a review. We're sorry to hear that you found your shopping experience frustrating.
From time to time, we run promotional offers and discounts, and it is important that the relevant offer or source code is applied at the checkout stage for any applicable discount to be reflected in the final price.
Customer feedback such as yours is valuable in helping us identify areas where we can improve the clarity of our pricing and promotions. If you have details of the product and pricing you encountered, please contact our Customer Services team and we'll be happy to review this for you.
Kind Regards,
Rachel
MONEY GRABBING,NOT INTERESTED AFTER THEY HAVE YOUR MONEY
terrible customer service,totally not interested, bought 2 polo shirts that shrunk on first wash(30 degree wash), meantime i had ordered 2 more, but returned them due to shrinkage, called customer service who said well you could return the 2 new items, but sorry about the first 2 shirts not much i can do just return the others, COULDN,T CARE LESS ABOUT THE £70 I SPENT.
Items have been back with Chums since tues, now friday still no refund.AVOID CHUMS THEY ARE FULL OF WIND!!! ONLY INTERESTED IN THE SALE AND YOUR HARD EARNED CASH.
19 June 2026
Unprompted review
Reply from Chums
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and appreciate how frustrating it must have been to find that your polo shirts had shrunk after washing, particularly when they were washed in accordance with the care instructions.
I will raise your concerns with our product and quality assurance teams for further investigation.
With regard to your returned items, refunds can sometimes take a few working days to be processed once goods have been received at our warehouse. If you haven't received your refund, please contact us directly with your order details so that we can resolve this matter for you.
Kind Regards,
Rachel
Free Delivery?
I was about to make an order but when I went to pay I was being charged for postage even though it clearly says free delivery. What it fails to tell you is you need to spend £50.
Really wanted the item but out of principle declined.
23 June 2026
Unprompted review
Reply from Chums
Thank you for your review, and we’re very sorry for the confusion and frustration caused.
We completely understand how disappointing this must have been, especially when you were ready to place an order. While our website does state that free standard UK delivery is available on orders over £50, we appreciate that this may not have been clear enough during your shopping experience.
We do hope you might consider shopping with us again in the future, and if there’s anything we can assist you with, please don’t hesitate to get in touch.
Kind Regards,
Chums Ltd
Absolutely shocking customer service.....
Absolutely shocking customer service.
I purchased and returned 4 blouses which were unsuitable for a 99 year old friend.
Chums sizes are nowhere near accurate!
Refund took 2 weeks, after I'd actually received confirmation of next-day delivery of my return!!
I'm surprised that Chums average review score was as high as 1.4!!!!
Definitely won't be buying from Chums again 👎👎👎
18 June 2026
Unprompted review
Reply from Chums
Thank you for your feedback, and we’re genuinely sorry to hear about your experience.
We regret that the blouses you ordered were not suitable and that our sizing did not meet your expectations. We also apologise for the delay with your refund. While we aim to process returns as quickly as possible once they arrive at our warehouse, we appreciate that waiting two weeks would have been frustrating.
Your comments regarding both sizing and service have been noted and shared with the relevant teams, as we are always looking to improve our customers’ experience.
We’re sorry to hear that this has affected your confidence in shopping with us, but we do appreciate you taking the time to provide your feedback.
Kind Regards,
Chums Ltd
?? Lottery tickets as a reward??
I am texting on behalf of my 86 year old neighbour.
He mistakenly accepted a reward of lottery tickets which he presumed were free, to be told later he was In a contract for three months paying £50 pounds a month.
I'm not sure how to help him?
24 April 2026
Unprompted review
Reply from Chums
Thank you for bringing this to our attention. We’re very sorry to hear about your neighbour’s experience, and we completely understand your concern.
The offer you’ve mentioned is an insert that is sent out by Chums on behalf of a third-party company, however, it is not affiliated with Chums.
Customers are required to contact YourLotto directly to activate any lottery numbers, and they would also need to speak with them regarding any queries, contracts, or payments. As this arrangement is managed entirely by that third-party provider, they are best placed to review your neighbour’s account and provide further assistance.
If there is anything relating to a Chums order or account that you or your neighbour need help with, please don’t hesitate to reach out to us.
Kind Regards,
Rachel
Chums Ltd
Outrageous phone call charge
My wife phoned to place an order using the phone number given in their newspaper advert, and was charged 8.88 for the call. They should be absolutely ashamed of themselves.
I am being asked to provide more information - The number they give is a premium rate number. There is no need for a well known company to provide such a number, from which they profit. The longer you are on the phone, the more they profit. She wanted two pairs of trousers, and they tried to sell her some batteries!
For some reason I am repeatedly asked to supply more details, their are no more details. Here is their reply to me:
'Chums
Hi, We’re really sorry to hear about your experience, and we completely understand how frustrating unexpected charges can be.
Please rest assured that we take concerns like this very seriously and would never want anyone to feel misled. Charges for calls can sometimes occur depending on the number dialled and your phone provider’s tariff, but we’ll be more than happy to look into this for you. Please send a copy of the phone bill to us along with your details. Kind Regards'. They supplied the number to call! One customer was charged £23.
Update: What Chums fails to deal with in their reply below, is why does a famous business use a phone number that causes customers unnecessary, and in some cases extreme expense. They have an ordinary phone number - 0333 355 4455, but always advertise the number that brings them an income.
10 June 2026
Unprompted review
Reply from Chums
Thank you for your review, and I am very sorry to hear about your wife's recent experience. I fully understand your frustration regarding the call charges incurred, and I appreciate you taking the time to raise this with us.
The number advertised is charged at 13p per minute. Please note that any additional charges, such as access fees or higher rates applied depending on your provider or mobile tariff, are set by your network provider. These charges are outside of our control, and for any further reimbursement relating to these elements, you would need to contact your network provider directly. We have received a copy of this bill and will process a refund via cheque for the 13p per minute for the duration of the call.
We are sorry to hear that your wife felt pressured during the call. This is certainly not the level of service we aim to provide, and your feedback has been noted and will be passed on to the relevant team for review.
We appreciate your comments and apologise again for any inconvenience and frustration caused. If there is anything further we can assist you with, please do not hesitate to get in touch.
Kind Regards,
Chums Ltd
The website is incredibly slow took 30…
The website is incredibly slow took 30 mins to do an order I have tried 3 times to sign into my account but it doesn't load
10 June 2026
Unprompted review
Reply from Chums
Thank you for your feedback, and we’re really sorry to hear about your experience.
We understand how frustrating it must have been to spend so much time trying to place an order and access your account, this certainly isn’t the experience we aim to provide. Please be assured that your comments will be highlighted with our web and performance team so they can investigate and address these issues as a priority.
In the meantime, if you still need help completing your order or accessing your account, please don’t hesitate to reach out to us directly. Our team will be more than happy to assist you and ensure your order is processed as smoothly as possible.
Kind Regards,
Rachel
Chums Ltd
CHUMS - DUMB & DUMBER
I can only echo the many bad reviews already on here about this disgraceful company.
My elderly Dad, recovering from cancer and so having lost a lot of weight, was in bad need of some new trousers. He ordered three pairs from 'Chums', his very first purchase from this firm.
The trousers arrived with an inordinate amount of wrinkles over and above the acceptable fold creases.
Being ex-Army and having already lost my dear mother only a short while ago, he just set to with an iron, since he didn't have her wonderful expertise to call on any more. Apparently, it took him ages to get the trousers looking presentable to wear. At least, to be fair, they fitted him perfectly.
Now, I hadn't found out about all this till after he'd already sent emails (see below) to Chums CEO, one Graham Rubin, registering his concerns about the quality of garments sent and indeed whether he'd simply received a badly-repackaged return from someone else that Chums had just re-addressed to him!
He'd chosen Chums simply because he'd seen TV/press ads and thought they'd have a good range of menswear.
Further, since because of his health situation he anticipated buying more from Chums, all he asked for in the email was some reassurance from the CEO about the company's quality control in general because of his issue with the trousers. Reasonable enough, right?
After waiting patiently for some time, he received not even an acknowledgement, never mind a kind reply from Rubin.
Again, being ex-Army, he didn't take that lying down. So he sent another email and also a copy to the CEO's sons, Amos & Josh, who work for the company.
In short, he gave the CEO the benefit of the doubt and hoped his sons might respond on his behalf were he too busy to respond. Once more, after a wait, no acknowledgment and no reply.
Says it all, doesn't it: the fish rots from the head down.
You'll appreciate the last thing you want is your elderly parent being treated badly by any firm, especially given my Dad's circumstances.
The fact Chums' senior management didn't see the benefit of a customer telling them effectively he'd still want to buy other things from them for the same reason as the trousers, shows such crass ineptitude, insensitivity and arrogance.
Of course, Dad could just have returned the parcel and got a refund, but since the trousers fitted him well, then he'd decided on the above route for his dissatisfaction.
In hindsight, that was a mistake. From their inception, I believe Chums tended to cater for middle-to-senior ages. All the more reason to treat people with respect.
Lesson to be learned folks: be well-advised before even thinking of using Chums for your own or family's needs, including womenswear.
The reviews on here signify very weak customer service, even costly to contact by phone.
Save yourself a 'wrinkle-full' hassle and give Chums a wide berth.
They don't deserve your custom. They surely won't get my Dad's any more!
UPDATE: Day after my review, via Trust Pilot, Chums asked for some basic information so they could 'resolve' things. Yeah...right!
Immediately gave them requested info, contact telephone and email. Verified by TP.
Did they phone?...no
Did they email?...no
Did they bother their dumb little heads to 'resolve' things any other way?...no.
Since you'll note they go through this charade after every negative post, I doubt 'resolution' ever occurs for anyone. It's all a ploy to make it look as if they're 'doing' something to help. Or hope we'll just go away. Great business strategy I don't think!
They have the cheek to send my Dad their latest brochure package!! He promptly sent it back to them as 'unsolicited junk mail'!!
Further evidence, if anyone is still in doubt, NEVER to purchase from this shower. It's clear they don't care about customer or resolving complaints.
Take your business elsewhere, folks and warn friends/colleagues at every opportunity of this disgraceful firm.
Finally, try this: minute their TV or print ad shows, switch channels immediately or turn the page.
Your call if you want to curse at the same time!!
11 May 2026
Unprompted review
Reply from Chums
We’re very sorry to hear about the experience your Dad has had and sincerely apologise for the frustration and inconvenience caused.
We have requested further information via Trustpilot so that we can review what has gone wrong and resolve this matter. Please do respond with your Dad's details if he is the account holder, so we can investigate this matter.
Kind Regards,
Rachel
Chums Ltd
Awful!! Avoid!!
Awful, avoid!! Placed order on 15th May for 2 dresses, received order confirmed then nothing. Tried to call but long wait times and 13p per minute charge, so emailed them instead. After waiting 5 days for a reply, I was told order was lost in warehouse and do i still want the order. Replied to ask for a replacement order to be sent out. After another 5 days for a reply to be told a refund has been processed. Horrendous customer service. Waste of time
9 June 2026
Unprompted review
Reply from Chums
We’re very sorry to hear about your experience and sincerely apologise for the frustration and inconvenience caused.
We regret the delay in responding to your enquiry and the lack of clear communication regarding your order. Being advised that your order was lost, followed by a refund instead of the replacement you requested, is understandably disappointing and not the experience we want for our customers.
Please be assured your comments have been taken seriously, and we are reviewing this internally to prevent similar situations in future. If there is anything further we can assist you with, we would welcome you to contact us directly so we can assist further.
Kind regards,
Rachel
Chums Ltd
There’s a good reason Chums have an 81% negative rating here…
… but unfortunately, I spotted this abysmal rating too late and had already placed an order.
Same story as so, so many here, my order not dispatched or even looked at after 13 days, 0% movement, but then an eventual reply to an earlier email enquiry informed me my order had been “lost in the dispatch process in their warehouse” and to let them know if I wanted a replacement?
I immediately phoned customer services to check this out, and was told my order had never actually entered the dispatch process and was still open. Meaning the “lost in dispatch” email just received was a pack of lies.
This honest & helpful telephone agent then agreed to cancel my order and to refund me 100%. But I am not holding my breath that the cancellation and refund she raised, and I believe she did this, will be processed or progressed as there are so many widespread problems with Chums.
EDIT June 12th - Rachel - I have sent you the order number and other info related to the order as requested. My bank have now informed me I have a full refund pending from you, but it has yet to fully process.
5 June 2026
Unprompted review
Reply from Chums
We’re very sorry to read about your experience and completely understand your frustration. This isn’t the level of service we aim to provide.
We sincerely apologise for the confusion surrounding your order status. The inconsistency between the email you received and the information provided by our telephone agent is clearly not acceptable, and we appreciate you bringing this to our attention.
We have requested your details via Trustpilot so that we can review what has gone wrong and resolve this matter. Please do respond with the requested information so we can investigate and ensure your refund is processed without further delay.
Kind Regards,
Rachel
Chums Ltd
Customer service is absolutely…
Customer service is absolutely non-existent and will not even acknowledge the emails I have sent. Despite me having returned an item and forwarding proof of such, Chums are "ghosting" me and have not returned my money. Do not purchase anything from this company.
22 May 2026
Unprompted review
Reply from Chums
We’re very sorry to read your review and to hear about your experience. We completely understand how frustrating this may be, and sincerely apologise for the lack of communication you have experienced.
We have requested your details via Trustpilot so that we can review what has gone wrong and put this right for you as quickly as possible. Please do respond with the requested information so we can investigate and ensure your refund is processed without further delay.
Kind Regards,
Rachel
Chums Ltd
Why does your customer service email…
No, this hasn’t been resolved. Your service is appalling.
30 May 2026
Unprompted review
Reply from Chums
Thank you for your review. We are really sorry to hear about your overall experience and appreciate you bringing this to our attention.
We understand how frustrating it must have been to deal with delays, unclear communication, and the need to follow up this matter repeatedly. We also apologise for the lack of response from our customer service email, this is something we are actively reviewing to ensure all enquiries are handled promptly.
Having now fully reviewed your case, we can confirm that this issue has been identified and resolved.
Kind Regards,
Chums Ltd
I had an order query and phoned the…
I had an order query and phoned the customer helpline.
I couldn’t understand the agent and he asked me 3 times for my name .
I gave up
Then I was faced with a telephone bill for £9.20
I emailed customer service and was fobbed off with a generic impersonal reply.
Sadly I will not order from them again in spite of being pleased with previous purchases.
6 May 2026
Unprompted review
Reply from Chums
Thank you for your review. We’re very sorry to hear about the issues you encountered when contacting our customer helpline and the frustration this caused.
We have requested additional details from you via Trustpilot so we can investigate this matter fully and work to resolve any outstanding concerns. Also, you are welcome to send us a copy of your phone bill showing the £9.20 charge. As our calls are charged at 13p per minute, we will be more than happy to review this and arrange a refund where appropriate.
We look forward to hearing from you.
Kind Regards,
Rachel
There a Load of crap they never listen…
There a Load of crap they never listen too there customers and Think there Above the Law
23 May 2026
Unprompted review
Reply from Chums
Thank you for your review, we are sorry to hear of your recent experience.
We have requested further information via Trustpilot so we can look into this matter and work towards a resolution for you.
Kind Regards,
Rachel
never got ordered trousers
my partner ordered trousers
and they never arrived
after contacting the company
never had any reply
21 November 2025
Unprompted review
Reply from Chums
Thank you for your review. We’re very sorry to hear that your partner’s trousers have not arrived and that you’ve had difficulty getting a response from us.
This is not the level of service we aim to provide. We have requested further information via Trustpilot so we can look into this matter urgently and work towards a resolution for you.
We apologise for the inconvenience caused and look forward to resolving this as quickly as possible.
Kind regards,
Rachel
corduroy trousers shrunk
Bought 2 pair of corduroy trousers, good price, exactly my size, waist and length, however after wearing once and then laundering them, at recommended 40°, the length shrunk 2". I think I wasted my money.
16 May 2026
Unprompted review
Reply from Chums
Thank you for your feedback. We’re sorry to hear the trousers shrank after washing, especially as they were cared for as instructed.
This isn’t the quality we expect, and we’ll share your comments with our product team. Please return the items to us in line with our returns policy so they can be inspected by our quality assurance team, and we can resolve this matter for you.
Kind regards,
Rachel
I order a pair of farah trousers…
I order a pair of farah trousers delivered from chums cost £50, farah was good quality. I have received thin cheap rubbish ever seen,all wrinkled, I will not be buying from chums again.
14 May 2026
Unprompted review
Reply from Chums
Thank you for your review. We’re very sorry to hear that the Farah trousers you received did not meet your expectations. We understand how disappointing it is when an item does not reflect the quality you were hoping for, especially when you are familiar with the brand.
Please be assured that this is not the standard we aim to provide, and we will ensure your comments are passed on to our quality team for review.
You are welcome to return the trousers back to us in line with our returns policy for a refund.
Kind Regards,
Rachel
Ordered Jeans for my dad 70+ he’s not…
Ordered Jeans for my dad 70+ he’s not happy said he looks like coco the clown !!!! Nothing like the image or description !! Waited a while for delivery ….STOP WITH FALSE ADVERTISING 😡
30 April 2026
Unprompted review
Reply from Chums
Thanks for your feedback. I'm very sorry to hear the item wasn't as expected. I would like to look into this further to ensure that any outstanding issues are resolved as quickly as possible. Please respond to our request for further information at your earliest convenience.
I ordered two pairs of shoes
I ordered two pairs of shoes , which I was pleased with both .quality was good I sent one pair back , too big and received my refund promptly will be ordering again in future
5 May 2026
Unprompted review
Reply from Chums
Thanks for your feedback. We truly appreciate your positive feedback, and thank you for your custom. We look forward to hearing from you again in the near future.
I would give this a zero if I could
I would give this a zero if I could. My Mum purchased 2 pairs of trousers for my Dad. They sent the wrong colours so my Mum rang them & she was charged £7.79 for their mistake!! She was not aware of the charges. And terrible customer service.
16 April 2026
Unprompted review
Reply from Chums
Thank you for your feedback, and I’m very sorry to hear about your experience. I completely understand your frustration regarding the incorrect colours being sent.
I’m also sorry to hear that you found our customer service disappointing when trying to resolve the issue. That is not the experience we want any of our customers to have, and your comments will be passed on to the relevant teams for review.
I would like to look into this further to ensure that any outstanding issues are resolved as quickly as possible. Please respond to our request for further information at your earliest convenience.
Kind Regards,
Rachel
Chums Ltd
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