Purecollection Reviews 463

I ordered 2 cashmere sweaters, one of them is having "a rare stocking error", and another one is sent to me with the wrong size. I had to email 4 different customer service representatives to get a refund for the sweater that was never shipped to me, while never received a shipping notice on the other sweater. Finally, I have to spend 8 dollars to ship the sweater with the wrong size back to them, even though on the website it says return shipping is free, - which in fact is not free. This company has a dysfunctional inventory management and customer service department, and the price of their mistakes is on their customers.

I have been shopping with Pure Collection for more than 7 years. Their cashmere is among the softest, most affordable clothing products available to purchase online. I have never bought a bad item of clothing from them in my life. All of my orders have arrived. I get complimented on my outfits constantly by friends and work colleagues. I even purchase Pure Collection jumpers for family members as gifts. Customer service are so friendly and polite. When I read the negative 1 star reviews I simply cannot believe it is the same company.

Tortuous delivery (by Evri so to be expected - very surprised a so-called quality company uses them) & unfortunately the quality of product appears to have deteriorated significantly. I have several Pure jumpers which I still wear & love (& have always recommended them) but haven't bought from them for about five years. I gather that since then they have been bought by Woolovers & in my opinion the quality is nothing like it used to be. My special Christmas-present cardigan was mean & thin & honestly felt no better than any of the high-street cashmeres which are half the price. In fact a colleague has several jumpers from a supermarket's range of cashmere & they feel more luxurious than this thin slightly scratchy product. Extremely disappointed - it's already on its way back for a refund. Won't be using Pure again.

Excellent service, pleasant telephonist. Thank-you.h

For me it's a zero, and I would encourage anybody else to think carefully before ordering from Pure Collection.
I have been trying for several weeks to return an item I received but the global-e return portal says that the order has not been dispatched. Obviously not true, since I'm trying to return it, but I thought (naively) that the problem would be easy to solve.
I emailed Pure Collection three weeks ago, but after two weeks with no reply, decided to phone them last week. I spoke to somebody who seemed very pleasant and competent, and she said she'd get back to me in 48 hours. She didn't so I phoned again ths week. I spoke to somebody else who also seemed very pleasant and said she'd talk to the other woman, who is apparently a group leader. Then yesterday, out of the blue, I got an email saying I'd have to contact global-e myself as they couldn't help!!!! Since then, I've been going round in circles trying to contact global-e and getting nowhere, and I am so angry.
I placed the order with Pure Collection and they should deal with any issues, rather than just shrugging their shoulders and walking away.
I am now stuck with an expensive jumper that I do not want and cannot return.
Never again will I buy from Pure Collection and I would encourage anybody else to be wary too. If a problem arises, you're clearly very much on your own.

Very confusing messaging on the website: “We now offer Pre-Paid Returns via Royal Mail.” But apparently also “You can purchase this at the delivery stage of checkout for £2.50.”
Pre-paid usually means paid by the seller, it doesn’t make sense for a customer to buy a pre-paid label at the check-out!
My first and the last order with Pure Collection.

Needing help from Customer Service with pricing difference in catalogue for items I was purchasing, I couldn't ask for a more helpful person. She sorted everything out within a few minutes, so thank you!

I have been asking this company for years to cancel my address from their postal listings and they never do it! I have been returning their marketing as 'return to sender' and I'm totally exasperated that this method doesn't work either

Jack was extremely helpful in managing a rather complex exchange of items. He went out of his way to make sure it would work and I would receive my item before Christmas. I would hire him at my company any day. What a great employee

I always ring my orders through as I do not place orders on line.
I wished to take advantage of the two cashmere sweater offers at £199.00.
Oliver patiently check the stock of the two colours I wanted and an ordered was placed.

Would be less if I could - ordered a cashmere black boyfriend cardigan last Saturday with request to send by Royal Mail instead of Evri they do charge postage even for an expensive item therefore I didn't think it would be an issue. Used Evri previously - no parcel. Informed today sending by Evri despite me paying Royal mail rates. Contacted customer services and was hung up on despite not using bad language when the item doesn't arrive they can sort and will return the item if it does and with this attitude will never order again! C5334764

Previously, they knitted in two threads, the products were dense and heavy, now it is knitted in one thread, the sweater is light and thin, before the first wash.

I really like their clothing. My experience ordering by phone was fine. The British man on the other end was efficient and polite.

He made ordering easy.

Really poor leadership - I have purchased from this company extensively over the past few years - I have had only one complaint in this time - my current complaint.
This company lacks leadership - I have emailed the (I believe) owner - but he appears to care nothing for the customer - possibly he has only £££ signs in his understanding.
I do know how companies should work and I understand goodwill - this company has lost, not just my goodwill, but my custom too - Mr L - please learn from this - your staff (if you are indeed interested in other than £££s) know who I am - poor leadership is letting down the staff of this company.
Your complaint ref: 138651 - Order number C5247047 of 28 October 2022 - item Gassato Cashmere Blue Colour Block Roll Neck sweater.
I know that I have had this sweater for just over 12 months - but the second time of intended wearing I noticed a small hole and which I mended.It has not been laundered.
I have since been very ill in hospital, but I was going to wear it again last weekend when I noticed another hole and I started to mend this when I noticed more holes. I cannot mend them all (and it is not moths!) and so will have to throw away this sweater.
One member of staff (on the phone) told me that there had been quality issues with this item, then (by email) I was told there had been no complaints! Contradictory to say the least.
It is certainly not the quality I expect from Pure - nor indeed the 'recollections may vary' from customer services.
I have emailed the 'owner' of this company and it seems that not only is the owner of the company not interested, but there is no 'connection' between members of staff - chaos!

I only phoned and placed an order less than an hour ago and I understand my parcel is already on its way! Well done!

I have been purchasing clothing from Pure Collection for many years. Today I received an order for 2 sweaters for my husband and 1 cardigan for myself. I was shocked on opening the parcel when I saw the bad quality of the goods. They were so thin and did not feel like cashmere. I compared them to our older items purchased and confirmed my assumptions. They only sent the parcel to me second class but I was not concerned about that as it was their responsibility until I received the goods. However, when I went to the post office to return the goods to Pure I discovered that I had to pay and to cover £386 I would have to pay £9.45. If I paid for normal 1st or 2nd class 'signed for' it would only cover £50 for the contents if the parcel was lost, and of course it would be my responsibility. I don't mind paying for the return postage when it is because I don't like the colour or some such reason, but when it is because the quality has been reduced so much I object to that. I phoned them to put my views to them and the first member of staff that I spoke to hung up on me. The second person was much more professional and saw the complaint to its end saying that she would ask a supervisor to phone me back but that this person would be telling me the same thing ie that I would have to pay for the return postage. I am gobsmacked by the lack of customer service and being told that no other person was available to discuss the situation with me as they were 'very busy'. Today is Thursday and I was told that it may be next Monday before a Supervisor would get back to me. This situation would NEVER have occurred in the past and I certainly would have not been hung up on for being politely challenging, which I am entitled to be under the circumstances. I will never order anything from Pure again. There are lots of other nice companies out there who are willing to give the customer the benefit of the doubt and free returns.

Prompt and friendly service. Reminded me should
get the 15 per cent Great.