Agent Provocateur Anmeldelser 

I have always shopped at AP’s physical stores so didn't realise that they had gone bankrupt a few years ago and were bought by Mike Ashley. Unfortunately I only discovered this after I’d placed an order online and had a bad feeling about the purchase experience. I then came to trustpilot and saw all the reviews from people who’ve had refunds fraudulently withheld.
Sure enough, a corset top turned up with a hole in it. I didn’t try it on and sent it back as damaged. Now AP have claimed that I damaged it and refused to refund me.
As a precaution I took photos and videos showing the item hadn’t even been unlaced when I sent it back - though legally the onus is on them to prove it was me that damaged it.
Next step for me is a card chargeback.
This is a valuable lesson that even established and trusted brands can go to the dark side and even if you think you know them - always check trustpilot! Am kicking myself that I didn’t.

I am extremely disappointed with my experience ordering from Agent Provocateur. I purchased lingerie online, but my package was delivered to the wrong address due to an error on their side. Despite contacting customer service immediately, it took far too long to receive a response, and there was little sense of urgency in resolving the issue.

For a luxury brand with premium prices, I expected exceptional customer service and a smooth shopping experience. Instead, I was left chasing updates and dealing with the stress of a missing order. The lack of communication and slow response times were unacceptable.

When customers pay luxury prices, they should receive luxury service. Unfortunately, Agent Provocateur failed to meet even basic customer service expectations. Based on this experience, I cannot recommend ordering from their online store.

Never ever buy anything online! Lingerie sizing is completely misleading and no exchange.

My boyfriend bought me a set for my birthday. We needed to exchange the size which cost £5 return, then they have accused me of wearing the bottoms despite there being plastic covering and all labels in tact. I also DID NOT try this on as I knew the size was too small instantly. They have said we can exchange the bra, but it costs £7 to deliver it back to us despite paying £100+ for the items. The process took 14 working days, just to exchange items. The customer service was rude and dismissive, will not be shopping here again & I advise you go elsewhere for higher quality underwear.

I bought several items in the sale and returned some - original box and packaging. I've been refused a refund for one of the items (knickers), as they are marked. I didn't even try them on, as the matching bra didn't fit me. I was told I should have returned them as faulty, but I hadn't looked at/inspected them, as it didn't occur to me that there would be any issues given I hadn't even tried them on. I have now had to pay £7 to return them to me, so I will soon receive back a pair of £65 knickers, with unknown DNA on them and no bra to match. I wouldn't order from AP again, but would recommend other take unboxing videos/photos as it seems this happens to a lot of people.

It was my first order with AP and I’ve been wanting to try forever unfortunately my usual sizing was off so I need to come in to a store for the best experience but Sarah the Senior Client Experience Agent was so so helpful and responsive when one of the bras was marked non returnable at first in error, correcting it immediately allowing me to make the full return. Thank you for being so kind and patient with me Sarah - amazing customer service.

very fast and lovely customer service! Props goes to Sarah from the customer services!

Sarah has been extremely helpful and very quick with her reply to me regarding my query.

Thank you very much for assisting me with my issue.

Goods not returnable. Similar issue to another review writer. Ordered the wrong size and asked for a simple exchange, not a refund. Customer service completely inflexible. Further, details about this lack of returnability was hidden (had to click into Delivery and Returns section) and not obvious. Usually retailers make this crystal clear when adding goods to the shopping cart. I believe this is misleading under California law. Had the same issue at another brand, ordered wrong size and the process to exchange was effortless. They'll be getting our business in the future, not Agent Provocateur.

I am appalled by the lack of accountability at Agent Provocateur. I purchased three bras (Order #7000229783) and returned all three in a single package for a size exchange. I personally packed the box myself.

After weeks of silence, I was told by "Senior" customer service that only two items were in the box. Despite my clear explanation that three were sent, they refused to investigate potential mail tampering or warehouse errors, simply stating they "cannot process items not physically received."

It is incredibly easy for a luxury brand to blame the customer for a missing item during their own intake process. I have now lost the money and the product, and the brand has shown zero interest in a fair resolution. If you must return anything to this company, I strongly suggest filming yourself packing the box and getting a certified weight receipt, as their warehouse and support team will not take your word for it. Unacceptable service for the price point.

I was very unhappy with their response. I had received a bra and just looking at it it looked all wrong and made if nasty cheap nylon. I returned it and they were adamant that I had left skin marks all over it. The supporting photos were unclear. So I ended up dropping it and not paying the £7 postage to return a bra that was hideous and cheap looking. By the prices I was expecting quality of le Perla but really not sure where they are coming from.

I contacted Agent Provocateur about a bra purchased as a gift that did not fit the recipient. I was not asking for a refund. I asked for a simple size exchange for the same item.

Instead of addressing the actual request, customer service kept repeating their sale policy and refused any refund, exchange, or credit. They also stated that escalation would not change the outcome.

So to be clear: this was not a fraud issue, not a delivery issue, and not a demand for money back. It was a reasonable request for a size exchange on the same product. The company chose policy rigidity over basic customer care.

Luxury pricing should come with luxury service. In this case, it did not.

Very disappointing experience, and not the way to build long-term customer loyalty.

Fast service response and, better, quick resolution of issue. Very pleased.

Horrible customer service.
I order there since many years and this time I did send a item back and somehow a part of it did get lost ( the bracelets of the gloves).
Now they want me to take the gloves for 450 Euro back without the bracelets !
It is so unfair, what happening.
No reaction in my emails .
No help , no answers!
They lost me forever and I will never order anything there !
Do not order any valuable item there. They send it to you in a very poor packing snd if you send it back - even better packed, it „gets lost“ somehow and you pay the bill!
Attention !
The customer service is a horror and I fell really cheated and fight for my money now!

Sarah has gone absolutely above and beyond to support and resolve me request. This is my first time shopping with Agent Provocateur and I've been blown away by the level of customer service.

Sarah (Senior Client Experience Agent) helped me very quickly and professionally. Thanks to her support, my previously disappointing shopping experience was restored to the high standard for which this wonderful brand is so well known. I would like to express my sincere thanks to her.

Ich habe zwei BHs zurückgesendet. Einer davon wurde mit der Begründung abgelehnt, es befinde sich ein kleines Loch im empfindlichen Mesh-Stoff. Das zugesandte Foto ließ für mich nicht nachvollziehen, wann der Schaden entstanden sein soll oder ob er bereits vor dem Rückversand vorhanden war. Dennoch wurde die Rücknahme endgültig verweigert – mit Verweis auf interne Prozesse und AGB.
Was mich besonders enttäuscht: Es gab keinerlei Bereitschaft zu einer fairen Einzelfallprüfung. Die Argumentation basierte ausschließlich auf internen Abläufen. Als Kundin steht man hier ohne echte Möglichkeit da, den ursprünglichen Zustand eines empfindlichen Artikels nachzuweisen.
Hinzu kommen die erheblichen Zusatzkosten:
15 € Versandkosten pro Bestellung
12 € Rücksendekosten
15 € erneute Versandkosten, wenn eine Retoure angeblich „nicht akzeptiert“ wird
In meinem Fall hätte ich also mehrfach Versandkosten zahlen sollen, obwohl ich den Schaden bestreite. Für ein Luxussegment mit sehr hohen Produktpreisen empfinde ich dieses Modell als unverhältnismäßig und wenig kundenfreundlich.
Auch bei der Rabattberechnung hatte ich zuvor bereits Zweifel: Bei einer geplanten Bestellung mit beworbenem 40%-Rabatt auf ausgewählte Artikel stimmte der im Warenkorb abgezogene Betrag nicht mit den als rabattfähig markierten Produkten überein. Erst nachdem ich die Artikel einzeln in den Warenkorb gelegt und die Beträge selbst nachgerechnet habe, wurde ersichtlich, dass nicht bei allen entsprechend gekennzeichneten Produkten der Rabatt berücksichtigt wurde. Ich empfehle daher dringend, alle Abzüge genau zu prüfen.
Für mich passt das Gesamtbild nicht zu einer Marke in diesem Preissegment. Ich habe mein Kundenkonto gelöscht und werde dort nicht mehr direkt bestellen.
Es gibt inzwischen zahlreiche Alternativen mit vergleichbarer Qualität, transparenteren Prozessen und deutlich kundenfreundlicherem Service.
Sehr enttäuschend.

I ordered a Lorna set and need to share that I feel absolutely feminine and sexy wearing it. Very high quality, fits perfectly.

Very poor customer service. I’ve ordered some items during their sale, and the briefs were significantly smaller than expected. I wear the same size across many lingerie brands but their sizing is completely off and, moreover, inconsistent within the brand itself. While one item fitted well, the other briefs in the same size were a lot smaller. Of course, they have no returns and exchanges on sale items. I tried to explain that I don’t want any refunds, just an exchange because of the sizing issue but I was denied and couldn’t even win the dispute. Stay away from this company because you can just like me end with a bunch of items that don’t even fit. And I really used to think it’s a luxury company. Beware!