Regular customer of VB. Ordered jeans in store Wednesday 29th to be delivered to home address as they didn’t have my size in store. Paid in store but then heard nothing about dispatch details and trac... Vis mer
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First, the items arrived five days after the stated delivery date. Unfortunately, we had already departed for our Easter holiday by the time they arrived. In our many years of online shopp... Vis mer
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I love VB clothing and Beauty equally. The products are stylish, unique and always beautiful quality. I’m lucky enough to have the most wonderful contact at the Dover Street Store which makes a wonder... Vis mer
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I have to say that with every product I have bought the reassuring emails that tell you what’s happening with your order are brilliant .. you feel very safe ordering online with VB .. highflying recom... Vis mer
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Informasjon om virksomheten
Skrevet av virksomheten
Founded in 2008 with a collection of dresses celebrated for their cut and fit, Victoria Beckham’s eponymous label forms the basis of the modern woman’s wardrobe; versatile and wearable yet rooted in modernity with a sophisticated ease. Developed at the Victoria Beckham atelier in London, today the brand offering includes ready-to-wear, footwear, expertly crafted eyewear, and timeless leather goods.
Kontaktopplysninger
London, Storbritannia
- clientservices@victoriabeckham.com
- victoriabeckham.com
3,6
Middels
560 anmeldelser
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Poor customer service
Placed an order in 5 Jan. Took way longer than normal to deliver. The items do not fit and I returned quickly. The items were received back at VB on 20 Jan but still no indication of the refund being processed. Impossible to get a response out of the customer service team and no ability to call. I note that they claim to be a small team but the brand isn’t so big that they shouldn’t be able to respond within 48hrs as it is separate from beauty. I appreciate the business needs to control costs but you don’t need to do that at the expense of customer relations. If I don’t hear soon, they will leave me with no choice but to start a claim via the credit card company. This is appalling customer service and I don’t know when I can expect to receive a response. I trust they would respond to a bank. Order number UK172987
29. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Thank you for sharing your feedback. We are very sorry that your experience in January caused frustration, particularly regarding the delay in delivery and the processing of your return.
At that time, our small team was managing a backlog from the busy holiday period alongside our ongoing sale, which unfortunately led to longer response and processing times than usual. We completely understand how disappointing this must have been and sincerely apologise for the inconvenience caused.
Please be assured that we have reviewed our customer service processes to improve response times and communication going forward. We truly appreciate your patience and regret that your initial experience did not reflect the level of service we aim to provide.
Kind regards,
Laura - Client Services
No customer service
I ordered 7 days ago. I immediately noticed that I put vice versa the delivery and billing address. I sent an email to the customer service. They never replied. In my opinion there is no customer service! My order was dispatched at the wrong delivery address of course and now I am trying to sort this out with the courier company. I will not order again! Too bad there is 0 star review
22. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Thank you for sharing your feedback. We are very sorry that your experience in January caused frustration, particularly with the incorrect delivery address and the lack of response from our team.
At that time, our small team was managing a backlog from the busy holiday period alongside our ongoing sale, which unfortunately led to delays in responding to customer enquiries. We completely understand how upsetting this must have been and sincerely apologise for the inconvenience caused.
Please be assured that this issue has now been resolved, and we have reviewed our customer service processes to ensure timely support and clearer communication for all customers in the future. We truly appreciate your patience and regret that your experience did not reflect the level of service we aim to provide.
Kind regards,
Laura - Client Services
I am so upset about my experience with…
I am so upset about my experience with Victoria Beckham gowns. I ordered a dress on the 19th of January, the money has obviously been deducted from my credit card and delivery was supposed to be 3 to 5 days. It is now the 29th of January and the Delivery status has not moved at all. I have emailed several times with no response. I have also spoken to the’ chat bot’ who constantly refers me back to customer service and still no reply. I have also tried to ring the shop to see if they have the gown in stock - no reply.!This is for my daughter’s wedding and I am so bitterly disappointed. I am about to contact my credit card to cancel the transaction as it is so much money and it has been nearly 2 weeks now, I cannot believe no one has got back to me. Bitterly disappointed.
19. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Dear Lisa,
Thank you for sharing your feedback. We are very sorry that your experience in January caused frustration, particularly as your order was for such an important occasion.
Although this was not the holiday season, our small team was managing a backlog from the busy holiday period alongside our ongoing sale, which unfortunately led to delays in dispatching orders and responding to enquiries. We completely understand how upsetting this must have been, and sincerely apologise for the inconvenience caused.
Please be assured we have reviewed our customer service and order processes to ensure timely communication and support for all customers in the future. We truly appreciate your patience and regret that your experience at the time did not reflect the level of service we strive to provide.
Kind regards,
Laura - Client Services
Non-existent customer service
Non-existent customer service. No response to 2 emails regarding complaints.
I regret not reading Trustpilot before buying my item. I had no idea that VB is only about making money but doesn't care about its customers.
21. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Dear Bethina,
Thank you for sharing your feedback. We are very sorry that your experience caused frustration and disappointment.
At the time of your enquiry, our small team was managing a backlog from a particularly busy period, which unfortunately led to delays in responding to emails. We completely understand how frustrating this must have been and sincerely apologise for the inconvenience caused.
Please be assured that this issue has since been resolved, and we have reviewed our customer service processes to ensure timely responses for all customers in the future. We truly appreciate your patience and regret that your initial experience did not reflect the level of service we aim to provide.
Kind regards,
Laura - Client Services
IMPOSSIBLE TO RETURN !!!
I made a purchase on victoriabeckham.com on January 10, 2026, and I'm having trouble returning the merchandise. Customer service is nonexistent; they don't respond to my emails, and I'm afraid I'll be stuck with the item and unable to return it! This is unacceptable. I wonder how this store and this brand are still in business?! It's not up to the standards of the designer who presents herself as "a businesswoman" (I have serious doubts...). I've contacted Consumer Services UK and I'm going to call the bank!
24. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Thank you for sharing your feedback. We are very sorry that your experience in January caused such frustration, particularly with the return process.
At that time, our small team was managing a backlog from the busy holiday period alongside our ongoing sale, which unfortunately led to delays in responding to enquiries and processing returns. We completely understand how concerning this must have been and sincerely apologise for the inconvenience caused.
Please be assured that this issue has now been resolved, and we have reviewed our returns and customer service processes to ensure timely support for all customers in the future. We truly appreciate your patience and regret that your initial experience did not reflect the level of service we strive to provide.
Kind regards,
Laura - Client Services
Ordered an item for myself for my 50th…
Ordered an item for myself for my 50th birthday almost a month ago - nothing received no updates I have called and emailed and completed the online chat all with no response or update I am now hoping I get my money back through my bank am really upset and angry as a loyal VB customer this is appalling I have no idea why the service is now non existent
10. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Dear Clare,
Thank you for sharing your feedback. We are very sorry that your experience in January caused frustration, particularly as the item was for such a special occasion.
Although this was not the holiday season, our small team was still working through a backlog from the busy holiday period, alongside managing our ongoing sale. This unfortunately led to delays in dispatching orders and responding to enquiries.
We have reviewed our customer service processes to improve response times and communication with all customers going forward. We sincerely apologise that your experience at the time did not reflect the standard of service we aim to provide and truly appreciate your patience.
Kind regards,
Laura - Client Services
Placed an order on the 17th January
Placed an order on the 17th. Was advised by the AI chat to email customer service as I have had no update. I haven't heard from customer service either despite 2 emails. No response. No clothes. Nothing. I want a refund now. Let's see how long this takes. Never again.
17. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Dear Sara,
Thank you for sharing your feedback. We are very sorry that your experience in January caused frustration, particularly due to the delays in receiving your order and the lack of response to your emails.
Although this was not the holiday season, this period coincided with an exceptionally busy time for our small team, alongside our ongoing sale, which unfortunately led to longer processing and response times than usual.
We have reviewed our customer service processes to ensure timely updates and communication with all customers in the future. We sincerely apologise that your initial experience did not reflect the level of service we aim to provide and appreciate your patience at the time.
Kind regards,
Laura - Client Services
Appalling customer service
Appalling customer service.
Bought a handbag and the suede was damaged. Contacted customer service for advice on how to proceed as it was showing no available stock but the bag was a perfect match fo my wedding outfit. I had no reply so contact d them again and basically got told I would have to wait longer if i kept messaging them for a response. The emails were rude. I then returned the product for a refund and bought it elsewhere in perfect condition. Shocking service. Super disappointed with them. Still waiting for a reply !!!
10. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Dear Caroline,
Thank you for sharing your feedback. We are very sorry that your experience in January caused frustration, particularly regarding the damaged bag and the delays in responding to your enquiries.
We sincerely apologise for the inconvenience and for any communication that came across as unhelpful at the time. Please be assured that this issue has since been resolved, and our team has reviewed our processes to ensure timely, clear, and courteous communication with all customers moving forward.
We appreciate your patience and are very sorry that your initial experience did not reflect the level of service we aim to provide.
Kind regards,
Laura - Client Services
Zero communication. Low end service.
Please can you get in touch with me so i can return or exchange my order. The returns portal isn't working for me, I emailed client services 19 days ago and I've had 1 email after 1 week saying you're looking into it and nothing since. The communication is really poor, in fact there is none !!
I received communication from Maisie today who was excellent and resolved my issue straight away. It’s a shame it took so long to get a response. 5 stars for Maisie, but VB needs to address the client services element of the business. Quickly.
27. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Dear James,
Thank you for sharing your feedback. We are very sorry that your experience caused frustration and for the delays in responding to your enquiry.
We’re glad to hear that Maisie was able to resolve your issue effectively and appreciate you recognising her support. Please be assured that we have since reviewed our client services processes to improve response times and ensure customers receive timely assistance in the future.
We truly apologise that your initial experience did not reflect the level of service we aim to provide and appreciate your patience while this was being resolved.
Kind regards,
Laura - Client Services
I can join to the previous very…
I can join to the previous very disappointed customers posted recently. I placed an order in the 18 January. It was supposed to be delivered in 5 working days at last. I was trying to reach VB company out to get information when the item would be arrived. I was trying to use all the fiven platforms such as phone, chat, email, IG, FB. I have started to freak out because i paid a bunch of money for my order and nobody is there to help. For me its not an excuse that the logistic center is busy. Why client services arent able to reply to calm down the nerves?? Like giving us any heads up that we are not forgotten? I wrote a last official request then i contact my credit card issuer to refund the amount as the merchant is not exsisting.
18. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Dear Nora,
Thank you for sharing your feedback. We are very sorry that your experience in January caused such frustration, and we completely understand how concerning it must have been not to receive timely updates on your order.
While this was not the holiday season, this period coincided with an exceptionally busy time for our small team, alongside our ongoing sale, which unfortunately led to delays in dispatching orders and responding to customer enquiries. We sincerely apologise for the stress this caused and for the lack of communication at the time.
Please be assured that these issues have since been resolved, and we have reviewed our customer service and communication processes to ensure customers receive timely updates and support in the future. We truly appreciate your patience and hope your experience with your order has since been satisfactory.
Kind regards,
Laura - Client Services
Have placed two orders nothing despatched!
Have placed two orders!! Nothing despatched at all! Chased but nothing back! I will be putting a claim into my credit card company tomorrow if they don’t despatch! This is how to ruin a brand! Great products well if and when they arrive but a SHOCKING service. Mid to late Jan is not holiday season!! No excuses!!!
19. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Dear Nicola,
Thank you for sharing your feedback. We are very sorry that your experience in January did not meet your expectations.
Although it was not the holiday season, this period coincided with an exceptionally busy time for our small team, alongside our ongoing sale, which unfortunately caused delays in dispatching orders and responding to enquiries. We completely understand how frustrating this must have been and are very sorry for the inconvenience caused.
Please be assured that these issues have now been resolved, and processes have been reviewed to improve dispatch times and communication with customers. We truly appreciate your patience at the time and hope that your experience with your orders has since been satisfactory.
Kind regards,
Laura - Client Services
Really disappointed with customer service
I ordered two dresses and a bag from VB, all arrived within 9 days but sadly the one dress that fits has a pull in the satin fabric. This is a £990 dress bought in the sale but still £400. I have tried and tried to contact client services but no response. I am now approaching the 14 day return period so have no option but to just send it back.
Over this, I also ordered another bag and dress. No update on those orders and I am terrified of the outcome. I cannot believe that a high end brand such as VB, have such terrible customer service. I believe the team may be small, so it may be worth extending return times etc so that they have time to get back to people?! Just a thought.
Very disappointed in the whole experience especially after spending the amount have, which if full price, would’ve totalled around £6k. Would’ve been 1 star but I have have given another as believe
the actual items would be beautiful
If they weren’t damaged!
25. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Thank you for sharing your feedback. We are very sorry that your experience in January did not meet your expectations, particularly given the significance of your purchases.
We understand how frustrating it must have been to receive an item with a pull in the fabric and to encounter delays in reaching our team.
We appreciate your patience at the time and are glad that, despite these difficulties, you were able to enjoy your items. Your feedback has been invaluable in helping us improve our service for all customers.
Kind regards,
Laura -Client Services
Victoria Beckham Uk online customer service
I have always admired Victoria Beckhams brand and placed an order on 6th January to wear to my Dads funeral on 16th January,
1. The order didn’t arrive until I was at the funeral- so too late
2. When starting the return process, one of the items states ‘product not shipped yet’ so I cannot move forward returning that item (the item did ship)
3. I have emailed, filled in the client query form, used the live chat and even phoned the Dover Street Store - and still have no response on how to return the item that has apparently not shipped.
4. The acknowledgement of email/client query form, has a message at the top ‘please type your response above this line’. This does not work on my phone or iPad.
The order was expensive and for a significant life event. I feel so disappointed that it didn’t arrive on time but also such incredibly poor customer service. I actually do not know what to do now! Hoping I receive an email soon!
17. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Dear Lynn,
Thank you for sharing your feedback. We are very sorry that your order in January did not arrive in time for such an important occasion and for the difficulties you experienced with the return process at that time.
We understand how frustrating it was to encounter delays, system errors, and challenges reaching our team. Please be assured that these issues have now been resolved, and we have taken steps to improve our order and returns processes to prevent similar problems in the future.
We truly appreciate your past patience and are sorry that your experience at the time did not reflect the standard of service we aim to provide.
Kind regards,
Laura - Client Services
Placed a order on 16th January despite…
Placed a order on 16th January despite numerous emails which have not been answered tracking is showing still not dispatched 😡 ordered something previously to this they finally got back and had to cancel my order because item was out of stock, but still showing in stock on their website, this is a dreadful way to run a business, customer service non existent, I wouldn’t expect this from a high end business, I feel like I am banging my head against a brick wall trying to get a response from them, and in the meanwhile they have my hard earned money disgusting 😡
23. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and completely understand your frustration.
Please accept our sincere apologies for the delay in dispatching your order and for the lack of response to your emails. This occurred during an exceptionally busy period for our team, which unfortunately led to longer response and processing times than usual.
Regarding your previous order that was cancelled, we sincerely apologise for the confusion. The item appearing as in stock on the website was a system error, which would have been explained in the cancellation email sent at the time. We understand how frustrating this must have been and are very sorry for the inconvenience caused.
Your feedback has been shared internally to help us improve our communication, stock accuracy, and customer service processes. We truly appreciate your patience and apologise again for the disappointment caused.
Kind regards,
Laura - Client Services
Terrible online service
Unfortunately I have had the same experience as many others on here. I ordered items 7 days ago and still no dispatch email. I’ve emailed client services numerous times and no response. Appalling customer service….particularly for a high end brand. I won’t be ordering again!!! I’m going to give it a few more days and if I hear nothing I will instruct my credit card company to get my money back.
23. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Dear Rena,
Thank you for sharing your feedback. We are very sorry to hear about your experience and completely understand your frustration.
Please accept our sincere apologies for the delay in dispatching your order and for the lack of response to your emails. This occurred during an exceptionally busy period for our team, which unfortunately led to longer processing and response times than usual. While this does not excuse the inconvenience, we hope it provides some context.
Your feedback has also been shared internally so we can continue to improve our customer service processes moving forward.
We truly apologise for the disappointment caused and appreciate your patience.
Kind regards,
Laura - Client Services
I placed an order on 15th January.
I placed an order on 15th January.
order was confirmed but heard nothing since.
emailed 3 times and not even heard anything from customer services.
This is so frustrating and not acceptable from a high end brand.
15. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Dear Claire,
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and completely understand your frustration.
Please accept our sincere apologies for the delay in updating you about your order and for the lack of response to your emails. This occurred during an exceptionally busy period for our team, which unfortunately led to longer processing and response times than we would normally expect. While this does not excuse the inconvenience, we hope it provides some context.
Your feedback has been shared internally to help us improve both our communication and customer service processes moving forward.
We truly apologise for the disappointment caused and appreciate your patience.
Kind Regards,
Laura -Client Services
hmm.
hmm.. order places on 01/07/26.. still waiting to receive. what a shame. customer service is none existent so don't bother emailing. will definitely not be ordering anything from VB again.
7. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Thank you for sharing your feedback. We are very sorry to hear about your experience and completely understand your frustration.
Please accept our sincere apologies for the delay in receiving your order and the lack of response to your emails. This occurred during an exceptionally busy period for our team, which unfortunately led to longer processing and response times than usual. While this does not excuse the inconvenience, we hope it provides some context.
Your feedback has also been shared internally to help us improve our customer service processes moving forward.
We truly apologise for the disappointment caused and appreciate your patience.
Kind regards,
Laura - Client Services
Customer service problems
Problems with delivery /return /customer service
I ordered a pair of jeans, no answer for over a week, when the package will arrive. Now it did arrive, but the product is a mess: no hem as described, 5 cm shorter then described. a nightmare. I wrote several times to the customer service to get a return label, to send the product back and get my money back (the money, they take in time), but customer service is inexistent, no responce, nothing.
And: This is not a singular case, as obvious.
What a shame for a brand, that wants to be seen and labeled as „premium“. As a previous fan and supporter of the brand i am just shocked, i would never have believed that something like this is possible.
Follow up: today, i received the return label - thank you.
I hope, the fully refund process will work now. Would very much appreciate
15. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Thank you for taking the time to share your feedback. We are very sorry to hear about the frustration caused by the delay in responding and the issues with your order.
Please accept our sincere apologies for the delay in replying to your emails and for the product not meeting the expected specifications. This occurred during an exceptionally busy period for our team, which unfortunately affected both our response times and our ability to process returns promptly. While this does not excuse the inconvenience, we hope it provides some context.
We are glad to hear that you have now received your return label. Your feedback has been shared internally so we can continue to improve both our service and quality control.
We truly apologise for the disappointment caused and appreciate your patience.
Kind regards,
Client Services Team
Fabulous but dissapointing at the same time.
Fabulous eyeliners, the best ever. The foundation is amazing, but so disappointing that stock has run out everywhere, and you can't get hold of it. Disappointing that stock levels are not organised enough to keep up with demand.
21. januar 2026
Anmeldelse skrevet uten oppfordring
Placed an order on 4th of January and…
Placed an order on 4th of January and still waiting to receive it ! Have e mailed several times with no response. Terrible customer service, really has put me of the brand . VB you need to address your customer service team as you have my money but I have no order ! Extremely disappointed ☹️
20. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Victoria Beckham
Thank you for your feedback. We are very sorry to hear about your experience and completely understand your frustration.
Please accept our sincere apologies for the delay in dispatching your order and the lack of response to your emails. This occurred during an exceptionally busy period for our team, which unfortunately led to longer processing and response times than usual. While this does not excuse the inconvenience, we hope it provides some context.
We take situations like this very seriously and will ensure your order is prioritised. Your feedback has also been shared internally to help us improve our customer service processes moving forward.
We truly apologise for the disappointment caused and appreciate your patience.
Kind regards,
Laura - Client Services
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