Roxy UK Anmeldelser 290

Terrible customer service.

I ordered a swimsuit which didn't fit but didn't receive any returns label in the package (as it states on their website that you must use the returns label provided). Contacted customer service and received a useless automated reply, then once I managed to get hold of a human I was directed to their EU site which explained how to make a return to France (!?).

They eventually sent me an Evri UK returns label that I had to print at home, so no option to return if you don't have a printer. I also don't have an Evri service available anywhere nearby so would appreciate the option to use Royal Mail. Unlike most companies now, you also have to pay for returns.

I haven't attempted the return yet so unsure how long this will take to process, but not holding out much hope given the other reviews. Wish I'd read these first!

Would leave 0 stars if possible. Good quality products but their customer service is non-existent. I had to return an item as the cut wasn't suitable. Evri tracking not updated to delivered even though Evri confirmed it had reached its destination. I have contacted Roxy twice via contact form (no phone number provided so contact form only way of contacting them). The only replies I have received were automated responses which don't answer my query. These said to reply if automated response didn't solve issue and a "live" agent would get back to me but still no reply and no refund or acknowledgment that return has been received and refund being processed. Dreadful, non-existent customer service - over 2 weeks since item returned and still no sign of my refund or any reply to my messages.

awful customer service. sent wrong item. When you contact customer service it takes 2 - 3 weeks to get a response, & even then they fail to deal with the specifics of your complaint (just send automated/inappropriate replies)...then when you follow up to say as such and politely request customer service to look specifically into your complaint, you're just kept in a holding pattern of automated replies, which take 2+ weeks to come through. in the end i gave up and will never buy from this website again. Customer Service Dept is CLEARLY understaffed...guessing it won't be long until (what used to be a good company) goes bust.

Sent me the wrong size wetsuit. No number to actually talk to someone from customer service. Sent email and still haven’t gotten a reply. Wetsuit is no sold out in the size I wanted. Guess I’ll just have to return this one. Really annoyed as I really wanted this suit.

Trying to balance out all the bad reviews here, I have only ever had a fantastic experience with Roxy. I've been a fan since they launched in 1990 and have made a lot of orders. The loyalty prog is great. The clothes are well made and last well, although some are a touch expensive so I wait for the sales there. The shoes/boots especially are very good quality. LOVE the wetsuits - if you need technical surf/snow gear they are excellent.

I recently ordered about 10pm, woke up at 8am to find a huge sale ARGH...I contacted customer service and asked if there was anything they could do, as I am a loyal customer and it was my birthday order. They did indeed refund some money!

Total crap. Deliver 10 working days within Europe! First of all why stuff bought on the U.K website is sent from Belgium! Placed the order on Friday, it’s Tuesday and those useless $%&$!* even didn’t send it yet! Their customer service is a joke! I’ll never buy from them again. The quality of their clothes is also very low.

It’s a complete nightmare… Half items delivered, half not!! It’s been over 3 weeks now so I’ve lost my money, luckily I paid by credit card so I will be claiming from that

I might have just got really lucky here… but I feel if you have a good experience that should also be shared!
Yes, there is no denying the delivery and return service do need some work! I bought 3 different bikinis and it all came at different times so had to be returned at different times. Once I had sent the parcels, I did also have to chase customer service but each time they responded within a couple of days and processed my refund, no issues! They just needed to see proof of purchase, which was fine!
Granted they do have a little way to go, as an online retail company this process should be much smoother! But they’ve been good to me!

Sent my items back for a refund as they were not to my liking. Nearly a month later no complete tracking info from the company they use, evri, and no response from their customer service. I've lost £76 and will be going through PayPal hopefully will get my money back.

Awful awful awful.
Delivery times are ridiculous and in accurate. No contact from the company about my purchase. Absolute sham, how can such a big brand get it so wrong. Shocking, will not buy from here again.

Sadly another bad review! Avoid at all costs. Bought a bikini for over £50. After wearing for only 3 times, the fabric had faded and bobbled. Not what you expect from any bikini, especially not at that price!!
Contacted customer services via email. Got a reply instantly asking for photos which I sent within a few minutes. Two weeks, one email chase and contact via Facebook later, no further reply received. Can't find anyway to contact them by phone. Rubbish!!

I agree . Do not buy . Terrible customer service!! Returned one item I think it has been lost in transit . Contacted Roxy no response no refund . It has been a month since I purchased it and 3 weeks and still waiting for a refund . Never again!! Not sure if I receive any money back.

Ordered an item 10 days ago. Checked the courier website and it hasn't even been shipped yet. Standard delivery is meant to take up to ten days, but clearly not if in this case if the item is still in Belgium.

Well I wish I’d checked here before buying anything. I normally buy from a local store so this is my first time buying direct from Roxy. And it’ll definitely be my last.
Firstly delivery was ridiculously slow. Over 2 weeks.
Then when the items finally arrived one pair was incorrect. Like not even close. So I email them as I don’t want this to turn in to a two month shopping experience and ask how to move forward and see if we can somehow get things moving.
The only emails I have had in response was one telling me the items had been dispatched, er yes I know that because I’m looking at them.
The next ask for feedback. For what??
It’s been a week since the first email I sent and I have emailed again but nothing. I ordered on the 11 August and it’s now September.

Absolute sham of a company. Made 2 orders, both have apparently been delivered. The first is missing 2 items, the second simply has not arrived. Have tried contacting customer service through the online form which seems the only way however have had zero response. Will have to go through the credit card to claim my money back

AVOID THIS COMPANY
I PLACED AN ORDER AND ONLY RECEIVED ONE ITEM OUT OF SEVEN ITEMS ORDERED AND PAID FOR!!!
NO RESPONSE OR REFUND

No contact number to call but customer service changed a lot last 6 months! Now so easy to communicate with customer service if needed! I bought more items after I had really bad customer service experience.. I trust they are changing the customer service and I see the improvement.. Thank you Vicky from support team for all your help and support..

Absolutely terrible customer service! I had some sandals delivered and I need to return as they don’t fit. I’ve sent constant emails as no invoice was sent in the packaging or by email so consequently I have no order number to return! If you call the number they provide it just says nobody available to take the call try again later! I will NEVER shop with this company again.
They are ok taking peoples money though, slippery slope for this Roxy if this is how they treat their customers!

I placed the order online then thought about looking the reviews…
I was then so scared I would never receive my order or even battling for a refund in case it didn’t fit.

Order arrived complete (2 items) within a week I would say, send the items back as I wasn’t really keen on them on me, I received my refund fairly quickly once it arrived back at the warehouse.

It’s important to leave review when things go wrong but also when things go right, because if you’re like me living in the English countryside without having access to a big city to go shopping to it’s much easier to shop online. Reading only bad reviews can really put you off.

Didn't receive an item. Sent two back and no refund.

Avoid!