Chums Reviews 

Having had a couple of dreadful experiences with ordering online I have been trying to get into the habit of checking trustpilot before I order from a site I don’t know. I found items on the chums website that seemed exactly what I was looking for and ordered and only then checked the reviews. My heart sank and I thought I had made another mistake but I am very pleased to say that I have had a very positive experience with Chums. My order was delivered promptly and without issue and I am happy with the quality and price of the items I bought. I will happily order from Chums again based on this experience.

My wife ordered a pair of trousers 3 WEEKS AGO- no delivery just usual excuse delivery problems etc etc. If so why big advertising in papers and now on TV. Big question where are they coming from. Don't answer emails chasing delivery. LEAVE ALONE - feels like a SCAM!!

Unbelievably bad refund experience!

My Mum has an account and her Partner (my stepdad) is mentioned as a subsidiary on the account. My stepdad ordered and paid for some curtains via cheque which were all in his name. He ended up returning the curtains and being issued with a refund cheque. However, the cheque came through in my Mums name who had passed away recently. Contacted them twice and explained the situation - first call was by myself, second call I had to do with my Stepdad. They said the account number was incorrect and I informed them the letter had come from them with the cheque attached so if it was incorrect then it was their mistake. They found the account and we were asked to email a copy of my Mums death certificate which I did along with a photo of their letter with cheque still attached and the Financial LPA showing myself as Executor and asked them to remove my Mum from the account. You would think ALL that information would satisfy the requirement to provide a cheque in my Stepdads name but noooo, they then emailed today to say they couldn't change the name on the cheque as they needed a copy of the Will with the name of the executor. My Mum was in a care home and had no assets so no Will. They happily cashed the cheque that my stepdad sent in but seem to require a body part to write a cheque back to him in his own name, even with him showing as a subsidiary on the account! Never known anything like it, absolutely shocking! Can't comment on their products but I personally wouldn't use them based on this experience

Unable to log in on my iPhone and it has been this way for months preventing me from making the return of a pair of trousers!!!

I have found a returns slip inside the bag and have filled it out and have returned the trousers today.

Not very happy at all with the service we have received on this order.
The items were returned back to you by the courier - we were asked if we still required the order or a refund. We replied saying we still want the order, so what do you do you give us a refund.
We have ordered several things in the past from Chums with no problem - but after this episode it might be the last order we place with Chums. The service has been terrible. No one is reading the emails we have sent properly.

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 persistent promotional emails, four in a week, after I have twice "unsubscribed" from Chum spam. The latest was today, "Spring savings - 30% off selected styles".

Tried several times to become a new customer .. ..but failed.
No reply or even acknowledgements to 2 emails. Cut off during two phone calls.
I refuse to give my personal information so CHUMS can first “create an account” just to tell me the price!
If you have to phone them dial Freephone 0800 033 2000
Do not dial their premium 0871 numbers because you will probably wait ages while they make money charging you 13p a minute plus a network access charge.

Not a reflection on Chums per se but not happy with the quality of the two pairs of Farah 'Classic' trousers.
Having bought two pairs previously from Matalan and found them to be excellent, they are obviously making these elsewhere. India to be specific . The cloth is of poorer coarser quality. Poorer cut and they crease easy. Disappointed !
Had a pair of Pegasus shoes which are OK but I'll see how they wear ?

Arrived quite quickly and delivery good in all aspects. Good tracking and notifications. Front opening Bras are a really good fit and comfortable too. Reasonable price.

Tried to order from you, chose item, got as far as paying but everything went wrong. Couldn't pay. System did not work. In fact nothing worked; cancelled order, at least, I hope I did, but as nothing was functioning decided it was all a scam and left the site. Hope my card has not been touched

Absolutely appalling service.
You have received numerous phone calls from me and emails. You must be able to recognise my orders through my email address. You state that all your phone calls are monitored and I asked that you listen to these calls regarding my complaints.

I've ordered several items from Chums over many years. This time my order has been delivered to my old address ( which I left 12 years ago! ) Sent an email to them about this, but not even the courtesy of a reply. Doesn't appear they're remotely interested in putting this right

I bought 2 Chuckle Chums for my daughter's & boyfriend's small dogs at Xmas as they love interactive toys. Neither worked. There was no vibration & the sound was crackly. The batteries are also very difficult to access. The 1 was chewed & the stuffing came out so the hard plastic mechanism was exposed. A total waste of £30.

Apart from the fact that their goods are of poor quality, I have reported six or seven times that their login on the website doesn't work, and wasted hours on it.
You are then forced to phone up to complain at 13p a minute, when they are at fault, not you.
Really bad company, really bad customer service.

Checked for item on website, item "in stock" and delivery will be in 3-5 working days. Ordered items on 28 Feb 2026 so should be delivered by 5 Mar 2026. After phoning Chums on 12 Mar 2026 to find out when I will receive my order I was told it is now in stock and will be delivered in 3-5 working days. You cannot believe the website when it says "in stock". You cannot expect Chums to keep customers informed about any delays.
Overall Chums customer service is non existent. Will never order from them again. 13 Mar 2026 and still waiting for delivery. Chums say "I have requested further information from you via this Trustpilot platform" Cannot reply as I have not received the request.

Cheap quality failed quite early, worse than that customer service just ignored me. I would never buy anything from this company again.

Where do I start !
I ordered 2 pairs of jeans ( have used Chums before with no issues)
1 pair arrived faulty ( sticky tape was stuck on them where they had not been hemmed-presumably denoting a faulty item )
I sent them back and a replacement was despatched via Evri ( obviously not boding well at this point !) and was left in a bin somewhere even though my NHS place of work for delivery is open 8am-10pm seven days a week !
Various emails and phone calls later a 2nd replacement was despatched and finally arrived nearly a month after the order was placed !
I thought that was the end of the sorry saga but no ! When getting my phone bill I found that the cost to the order/enquiry line ( which Chums had requested I call back on to sort out this mess ) had cost me over £23 -basically another pair of jeans !
So Emails went back and forth -I was not happy to accept a paltry £2.75 they offered me ( or the offer of free postage on my next order -they are delusional thinking they are getting any more business from me!)
They took no responsibility for the complete fiasco from start to finish and I have no qualms in advising anyone not to order from them as their customer service is absolutely appalling!

Chums response to my review is an absolute joke ! No acknowledgment that if they hadn’t sent a sub standard faulty item out originally then none of the above would have happened ! It’s a copy and paste generic response which goes no way towards them taking any responsibility or restoring any faith in their company !

Pair of slippers (finally) arrived, almost a month after being ordered, and I object to being bombarded with emails to buy more clothes from them before I've even received my first order. My first and last experience with them.

I only gave Chums one star because I did not think my rating would work if I gave them zero. I bought 2 pairs of shoes from them in August. I wore the blue pair but within 3 months the sole split and let in water. They did give me a refund on this pair as a "goodwill gesture". So I then started wearing the beige ones and they too split and let in water. No refund this time. They "could not deviate from their policy" of not giving refunds after the three month period has elapsed. I explained that I only wear one pair of shoes at a time ( presumably like most of their customers). I cannot deviate from my policy of honestly reviewing there shoes - but do not have a three month limitation on recounting my experience.

PLEASE NOTE YOU HAVE SIX EMAILS WITH ALL THE DETAILS. NOTHING ELSE TO GIVE

They have withheld an elderly ladies money as they sent a refund cheque with wrong name on it. I have POA to deal with her problems due to her poor hearing. They don’t accept me and keep telling me to get her to ring. They owe her money as the goods were not available. Don’t use them if you don’t want to lose money
I hope whoever owns them steps up and stops their poor customer service.
They want you to ring as it is an expensive call. Don’t.