Bought a monsoon black bandeau dress . Received a white laced dress. No customer service available. Charging delivery insurance with preticked boxes which is Completely illegal. Kept one top from 10 i... See more
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Review summary
Created with AI, based on recent reviews
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Terrible customer service via AI. You can't speak to a human adviser. Be warned, I shopped online at Dorothy Perkins and got charged £3.99 'Delivery Protection' via a pre-ticked box. Under consumer pr... See more
Company replied
Sadly, DP has gone down hill drastically. They have no phone number and no email address. They only have social media messenger which is answered by AI and never actually answers your question. When a... See more
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I'm waiting for full refunds for 2 orders totaling £140.82. As has been the case yet again DP customer service is beyond appalling. With no actual useful contact only bot assistance. Rebecca who... See more
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Company details
Information provided by various external sources
With a great collection of affordable, feminine womens clothes updated daily in sizes 6 to 22, Dorothy Perkins offer dresses, maternity clothing, boots, tops, cardigans and coats.
Written by the company
Contact info
United Kingdom
- www.dorothyperkins.com
1.6
Bad
4K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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Doubled cost of delivery and 2x return fees paid and no refund received after 4 weeks!!!!! SCAM
Bought a few different items from Dorothy Perkins and GINI of London all from the Dorothy Perkins website. Wanted items for a party so paid extra for quick delivery.
I Was also tricked into the extra nonsense SWAP PROTECT payment of £6 -which Dorothy Perkins added onto my basket right at the end so if you’re in a hurry you’ll miss it.
So paid an extra £12!!!!!! Just for delivery
ONLY the Dorothy Perkins item came the following day as apparently the next day delivery costs only include the Dorothy Perkins branded products - although this isn’t stated on any of the information BEFORE I chose this increased cost of delivery.
Paid extra to return these items had to pay 2x costs for Dorothy Perkins AND another cost to return the GINI of London
Returned items on the 14/12/25 and still haven’t received a refund after!!!!!
This shop is a complete scam, sadly an awfully run organisation
Will never use again, will have to escalate this to my credit card company like all the other people that have written reviews
DO NOT BUY from here
21 January 2026
Unprompted review
Order not delivered
Order not delivered , no contact number , outdated service , i want a refund because my order is list and I paid for order protection
20 January 2026
Unprompted review
I don’t even want to give one star I…
I don’t even want to give one star I will never EVER buy again! Customer services phahaha joke!! There is not such a thing! This includes Debenhams which comes under the same bracket! Have fun talking to AI and when you do finally get through to someone a week later if you don’t reply straight away, you go back to ai and start all over again! No number to call anyone, lost parcels, items have to go back to loads of different companies!! Honestly absolute joke!!!!!
18 January 2026
Unprompted review
No refund for missing parcels.
Parcels were left in wheelie bin on top of rubbish and taken with the usually bin collection. We did not ask for delivery to be made to our bin and we were even in at the time of delivery. 2 months on still no refund and replacement of items. Out of pocket by over £100.
14 November 2025
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Reply from Dorothyperkins
Hello Abigail,
Thank you for taking the time to leave a lovely 4* review!
I am pleased to hear you have been happy with your recent order and returns experience. Positive feedback is great to hear, and we appreciate your kind words.
Thank you and take care.
- Rebecca
This is the worst company to purchase…
This is the worst company to purchase from, they never refunded me my money even after royal mail checked the return address still they never refunded me. Pls never return your item here you will not receive any refund. They scam you. Even my bank tried nothing. Please be warned this is from experience. I do not like writing reviews this is the first company I have ever left a review. Very frustrating
26 September 2025
Unprompted review
Reply from Dorothyperkins
Hello,
Thank you for taking the time to leave a review. I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Many thanks,
- Rebecca
Recently ordered from here and my…
Recently ordered from here and my parcel has been lost, No telephone number to call them, or email then, chat on fb messenger only where I am advised to log my lost parcel via the returns portal via swap protect, but I am unable to download the form to fill it out, as the file is corrupt and just says it has been "moved or removed" back to the chat or fb messenger and I am speaking to AI again!!!!
10 January 2026
Unprompted review
Reply from Dorothyperkins
Hello Robyn,
Thank you for taking the time to leave a review, and I am sorry to hear that you are having issues with submitting your claim via swap protect.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
As others have said - terrible customer service
As others have said, appalling customer service- not refunding an order and sending an ai response
13 January 2026
Unprompted review
Reply from Dorothyperkins
Hello Ruth,
Thank you for taking the time to leave a review, and I am sorry to hear that you have yet to receive your refund.
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Love Dorathy Perkins clothes great at a…
Love Dorathy Perkins clothes great at a competitive price
13 January 2026
Unprompted review
Reply from Dorothyperkins
Hello Robert,
Thank you for taking the time to leave a lovely 5* review.
It’s great to hear you are happy with your recent order experience and competitive prices we have on offer. Positive feedback is great to hear, and we appreciate your kind words.
Thank you and take care.
- Rebecca
Reply from Dorothyperkins
Hello Karen,
Thank you for taking the time to leave a review, and I am sorry to hear that you have been unhappy with the customer service provided.
We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion, and we hope you decide to give us another chance in the future.
Take care
- Rebecca
I’d rate zero stars if I could
I’d rate zero stars if I could. They add in a delivery protection fee to the total amount of the order 😡I’m fuming! I’ve contacted re messenger and they’re saying I can only get that amount refunded if I return the order (when it arrives) and for returning an order you’re charged an additional £1.99!!!! It’s disgusting and I’ll never order from these swizzlers again. Disgusting company.
11 January 2026
Unprompted review
Reply from Dorothyperkins
Hello Christine,
Thank you for taking the time to leave a review. We have recently introduced a new option at checkout for additional protection for your parcel with Swap protect. Customer’s do have the option to opt-out of this if they don’t wish to purchase before checking out. Once purchased we are unable to cancel the protection.
We know our customers value the wide range of items and great price points that we offer. As the cost of shipping has increased so steeply, we have had to look at where we can adapt our overall offering without compromising the great value that we have across all of our products. This has meant that we will be applying a charge of £1.99 to returns so that we can continue to offer great prices and products and do this in a more sustainable way.
Take care
- Rebecca
Don’t order anything from Dorothy Perkins!
Do not order anything from Dorothy Perkins! It has taken almost 6 weeks to get a refund for an item that I returned. There is no communication from them at all. I have sent several emails and not had one reply! There is no phone number to talk to anyone either! I will not shop with them ever again 😒
22 December 2025
Unprompted review
Reply from Dorothyperkins
Hello Sandy,
Thank you for taking the time to leave a review, and I am sorry to hear that you have yet to receive a response to your inquiry regarding your refund.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Refund for returns not issued
Returned items 4 weeks back, and refund not received yet. There is no customer service contact, and when you try to contact the “sms” service provided, the AI gives nonsensical responses, eventually passes you to be served by a human “once available” and 2 weeks later still no one has responded.
Scam?!?
9 January 2026
Unprompted review
Reply from Dorothyperkins
Hello Kay,
Thank you for taking the time to leave a review, and I am sorry t0 hear you have yet to receive your refund. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
I found using the messenger system…
I found using the messenger system really handy. Had my query answered promptly.
5 January 2026
Unprompted review
Reply from Dorothyperkins
Hello Katherine,
Thank you for taking the time to leave a lovely 5* review.
It’s great to hear your recent query was resolved is such a timely and efficient manner. Positive feedback is great to hear, and we appreciate your kind words.
Thank you and take care.
- Rebecca
Ordered some clothes on the 28th of…
Ordered some clothes on the 28th of December as they were on sale. Delivery is meant to be kn 2 days time. Order still shows as "In Progress". I contacted customer care. Kai at Dorothy Perkins just told me the same details as were oj the site. No explanations as to why my items were not despatched and asked me to contact again close to the delivery date (in 2 days time). Unimpressed and received to answers or support.
5 January 2026
Unprompted review
Reply from Dorothyperkins
Hello Nura,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been a delay with your order. Our customer service team will have asked to allow until a date for the parcel to arrive as this is the earliest date in which they can declare this as lost.
The parcel is expected to get to you before then and the courier will be working hard to deliver this as soon as possible. Although the majority of our orders are delivered within the timeframe selected at checkout, delays with them do sometimes happen that are out of our control and when they do, the courier asks to allow time to have the delay sorted and the parcel delivered. Rest assured, should the parcel not reach you, we will absolutely have this order refunded or resent for you. I appreciate your patience with this.
Take care
- Rebecca
Sent me the wrong item
Sent me the wrong item. Never sent the correct one.
Over a week, no reply other than one clearly meant in reply to someone else. I will never purchase from again. Also sent a damaged item but I cannot get them to reply. Zero responsibility.
27 December 2025
Unprompted review
Reply from Dorothyperkins
Hello,
Thank you for taking the time to leave a review. I am sorry to hear that you have received an incorrect and faulty item.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Items not ordered. Refund refused
Ordered items on 6th Dec for delivery on 15th Dec. But items not received. Told to wait to 26th or 27th Dec. Asked for refund. Message ignored. 26th came i asked for refund. They asked for order number and email....which was in the chat trial provided it again. Then message ignored. Asked again for refund. They requested again email and order number. In total 4 times I provided them with order number and email, even though it's all in the chat trail. Currently on 3rd Jan they have ignored my further massages. No way of communicating other than through messenger. They are taking no responsibility even though they have admitted losing my order. A shambles and immoral. Next step I guess is small claims court.
3 January 2026
Unprompted review
Reply from Dorothyperkins
Hello,
Thank you for taking the time to leave a review. I am sorry to hear that there has been a delay with resolving the issue of your order being lost in transit.
I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Many thanks,
- Rebecca
Highly recommend messenger agents
Kai was super helpful when I needed to return items.
28 December 2025
Unprompted review
Reply from Dorothyperkins
Hi Laura,
Thank you for taking the time to leave us a 5* review!
I’m so pleased Kai was able to provide you with a wonderful customer service experience. Positive feedback is great to hear, and we appreciate your kind words.
Thank you and take care.
- Rebecca
Reply from Dorothyperkins
Hello Penelope,
Thank you for taking the time to leave a review. We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion, and we hope you decide to give us another chance in the future.
Take care
- Rebecca
Worst customer experience ever
Worst customer experience ever. Would give it zero stars if I could. I will never buy from Frasers group again. Placed order DUX046581181 on 14th November 2025 for 3 items of clothing totalling £84.24. Returned the 3 items on 20th November 2025. Received notification these had been received on 22nd November 2025 (although did not see this email until I got in touch with customer service in December as it had gone into my spam). Multiple attempts to contact customer service which takes over a week to get a response each time you respond to an email even if you reply immediately. No refund was received in my bank account when queried the refund due they said one item had been missed off the refund and they refunded me £28.08 for one of the items to my credit card and said the refund for the other items had been processed. I complained again when I still had not received this refund and was finally told that the other two items had been refunded to a gift card for £59.77. I responded informing them I did not request a refund to a gift card and just got the automated response saying we will be in touch. They are clearly not processing refunds correctly as can be seen by the partial refund and by other reviews and by the time I get a response the giftcard will likely have run out anyway as they only give 90 days to use it. Is this the tactic used for keeping customer money?
Further update: They are now claiming that I selected the refund via gift card which I definitely did not and say they cannot do anything now. I have started a charge back complaint with my bank but by the time that is sorted the gift card will probably have run out anyway as apparently they only last 90 days so I will probably end up over £50 out of pocket. I feel this is their tactic.
20 November 2025
Unprompted review
Reply from Dorothyperkins
Hello Ruth,
Thank you for taking the time to leave a review of your recent experience. We have recently introduced a new option in how customers can receive refunds. You will now be offered two options when logging your return -
(i) refund to gift voucher
(ii) refund to original payment method
It is a customer’s responsibility to ensure you are carefully reading and understanding the options available before continuing to the next page/step. These options are clearly set out online, and selections made at this stage are final once you continue. Once an option has been selected, we are unable to make changes or cancel it.
Take care
- Rebecca
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