Roxy UK Anmeldelser 290

This is the worst product you could buy. The customer support is not very good either and they do not help resolve the issues. The equipment broke after using it a few times and also it didn't perform like the advertised. They are miss selling the product and should be banned from selling

Ordered a folder which was apparently sent to the wrong address but I visited that address and they knew nothing about it!! Emailed and emailed roxy with no response after originally being told to fetch it myself from the so called address it was at
AVOID at all cost

Customer service is none existent my 15 year old daughter saved up to buy a new school bag she really wanted. Had email to say it was shipped then to say it was delivered with tracking info. Was never delivered the photo of proof of delivery was a parcel on grass with some legs in the background, we live in a terrace house with no grass at the front so is clearly not our house. I understand it’s the fault of DPD the deliver company that have not delivered the parcel to the correct address. However Roxy emailed to say DPD would contact us which they did and the person we spoke to said the photo was not acceptable but it’s the sender who needs to raise a claim with DPD this was fed back to Roxy via email over a month ago and my daughter has heard nothing. This is unacceptable there is no way of speaking to anyone at Roxy only an email address which no one replies. My daughter was so happy and felt so grown up purchasing this herself but has made you very reluctant to shop online. I am quite a frequent shopper at Roxy but not now have lost faith in them

so rude didn’t let us back in because we are females and a minority. A white guy at the door with a black NYC cap and Fragile grey jumper with sided with the bouncers saying that one of my friends was apparently ‘too drunk’ to be let back in. She is mixed race and female. Clearly racist and we are never coming back again. I am a sad to say this as we did enjoy the experience while inside but the security and bouncers are racist. Do not come here. Clearly racist.

I returned an item and track and traced with Royal Mail, after reading the issues others have had on here. It was received on the 9th of August according to royal mail track and trace, and still not refund... Will I get it?
The bikini top I bought (the first one was too small) is actually lovely and I really like it - but next time I will buy roxy through a company like surfdome etc.

I sent a return including four items a month ago. After two weeks my refund was eventually processed but one item was missing. I have been endlessly chasing but customer service seem incapable of reading my emails properly and I receive copy + paste replies. I am losing hope of receiving my refund. Never shopping with Roxy again and would not recommend them to anyone.

I returned my order 6 weeks ago. And have been made several attempts to check the status of my return with Roxy customer service over the last 4 weeks whilst the tracking receipt I received was valid... Now they actually check the tracking and it's no longer valid. (clearly bc my parcel has been returned weeks ago and Roxy just never gave me a refund)
Roxy has told me to contact Hermes to get a 16 digit tracking number.
I have called Hermes and they said the 16 digit tracking number should have been supplied by Roxy in an email to me when I returned my parcel. (The Hermes customer service said that Roxy knows I have sent the parcel back when it gets scanned in and then they should have sent me an email with the 16 digit tracking number) Roxy did not send me a 16 digit number, I only have the 8 digit receipt of my proof of return.
Hermes have stated that the retailer, Roxy must contact Hermes to start an investigation. Seriously, a massive company such as Roxy scamming people out of their returns. It's disgraceful. I somehow found a number to call but it just places you on hold for 15 minutes then hangs up on you.

I have sent over 15 emails back and forth to the customer service team and they are so negligent not helping me whatsoever.

Do not buy from this company, or at least don't expect a refund.

Don't expect any level of customer service from these people.
My parcel was delivered to a "collection point", however the shop it was delivered to was no longer actually a collection point, leading to my details being given out against GDPR. After sending me harassing text messages the shop in question then sent my parcel back several days before the date it was due to be collect.
Roxy's response was to cancel the order. Still waiting for my refund and I'm no longer able to order my items as the sale as ended. I am unable to have this investigated by DPD, it must come from the seller but they aren't willing to do anything.

You would expect excellent customer service from a worldwide brand like Roxy...But don't be fooled!

This company pesters you with marketing to buy goods and makes it easy to purchase. However should the item not fit or be incorrect the returns policy is non-existent and a scam.

You can only use their webserver no reply email form which doesn't even work as other Trust Pilot reviews point out. I found a phone number and after holding several times for long periods when connected the line cuts off. All this seems like a deliberate ploy to avoid genuine customers who have paid good money to make any contact at all. I sent my parcel a £150 wetsuit back in the original packaging as requested have proof from Hermes that it was received at their warehouse. Roxy don't communicate that they have received the returns parcel like their own policy states they will and you have no possible way of contacting them. This company must be making lots of money from customer who just give up the will trying to obtain a refund, They don't even offer exchange just refund so they can scam you.
Buying goods online should be made easy and returns is part of that process.. not take the money and hide!
Absolutely disgraceful that this company hasn't been dealt with to date...

I would highly recommend not to purchase any goods from this company

I think there are definitely issues with the website and returns process. I had similar issues with a return - no reply despite filling in the form on the website twice. But once I replied to the original order e-mail (which has a real mail address) and sent a screenshot of the Royal Mail delivery receipt, I got a refund within a couple of days. The initial dispatch proces was OK. So I'd say 2/3 stars, but if they sort out the returns process and website enquiry form which doesn't seem to work, then they could go up the rankings - all the 1 star reviews seem to relate to returns.

As per many of the previous posters, I have been having a nightmare getting a refund for returned items. I returned two parcels on the same day via Hermes and have the relevant receipt for both. After FOUR WEEKS I got an email to say they had received one but nothing for the other. All of the email responses from their customer service seem to be automated and they have not understood the problem at all. I have been asked to provide proof of returns, which I have done via return email as part of my ongoing correspondence with them, but I am not holding out much hope. Currently over £100 out of pocket on my credit card. How on earth do we claim if they won't sort these refunds out? According to Hermes they will accept no liability either. I assume some of the delays are down to them not actually being in the UK, although their website claims to be. AVOID AT ALL COSTS. I will never buy anything from them again, either from their website or in shops, they don't deserve the custom.

I have returned my item over 1 month ago and recorded delivery so I know it has been received and 4 weeks on still no refund, only contact you can make is via online email system which you have no idea if this has actually gone to anyone to deal with. I need my money refunding.

Problem: Still not received a refund for a return I made over 3 weeks ago. I have filled out the contact us form via the website a few times regarding a late order and a refund. However I’ve not received a response. Having to tweet, in hope I’ll get a reply. But still not sure I will?

Summary: customer service is appalling despite Roxy being a household name - their online delivery/refunds system is clearly not working.

Advice: If you have to buy any cute surf/ski/ outdoorsy wear, I would shop at another company…. Plenty of options out there!

Invisbile customer service. DO NOT PURCHASE ANUTHING from this business.

No response to emails / From FAQs' in over a month. NO telephone number.

It's pathetic and I will be writing to the governing body to raise an official claim and taking them to small claims court.

It actually makes me annoyed that I have to rate them 1 star. it should be zero.

Zero out of 5!
Returned clothes weeks ago and still no refund! Got some lame excuse back from customer services automated message about delays with their warehouse in Belgium! No mention of that on the website before I placed orders!
Never had this kind of service from any other clothing brand, currently waiting to be refunded over £100!

I won’t be placing any more orders that’s for sure. I expected better from such a big brand!

Very disappointed with the recent service received from Roxy. I returned an item to them 5-6 weeks ago, was then told over a week ago that my refund has been processed and the money would be refunded in 72 hours, still no sign. Not getting answers from Customer Services. Will avoid ordering from them in the future.

I wish I had read previous reviews before ordering. I used to love Roxy products but their customer service is an absolutely appalling. I would urge everyone not to buy their products online because you will receive no response if you have any issues. I have had a massive problem trying to return a wetsuit using their free Roxy girl returns service and have emailed customer service 6 times over 3 weeks with no response. I am now out £140 and hope that no one else has to have a similar experience.

Lovely clothing but I received the wrong items. MENS CLOTHING! I can not get hold of them to sort this out and they have my money!
Emails ignored and no telephone number for customer service that works

Nice clothes but most is average. Customer service is awful as there is no customer service - it's all automated. Also, delivery times are 3-4 weeks? I've received stuff from the USA in less than a week on standard shipping.

Very bad company. Do not buy from them. The quality of their products is very bad. You will wait for the items to arrive more than 2-3 weeks. If you want to return something, you have to pay for return. And you need to wait to get ur refund. I'm still waiting, it have been more that 2 weeks. I tried to call them. But the number they provided its wrong number. I sent them few emails, and there is no reply. I don't really know anymore what to do. Its the worst experience ever. No NO NO!!! DO NOT BUY.