Wallis Reviews

1,378  Poor
TrustScore 2.5 out of 5

2.4

In the Ladies' clothes shop category

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Rated 1 out of 5 stars

Says free delivery over 70 pounds but it isn't and returns are not free

I ordered through Wallis website which advertised free delivery over 70 pounds and free returns only to find out that the Wallis had passed me to Debenhams to supply the goods. Debenhams then stated on the order confirmation that they had charged 2.50 delivery and then when the dress didn't fit another 1.98 for return. Wallis used to be good clothes with good service. I've now paid out for nothing and won't be ordering from Wallis ot Debenhams again. Dresses also now look old fashioned where they used to look smart

Date of experience: 01 March 2024

Reply from Wallis

Hello Karen

Wallis is now part of the Debenhams family, and so you will now have the option of buying item from multiple sellers across the country.
We do have a £1.99 fee applicable to any returned items, however we have an Unlimited Delivery service, which provides you with free deliveries and returns across the whole website.

Please could you reply to the message you will have received off Trustpilot requesting more information, and I will be glad to look into any delivery fees you have been charged. We will require your order number and email address linked to your order.

Thank you
-Stacy


Rated 1 out of 5 stars

No refund upon return

Wallis keeps saying that the refund was arranged on 01/03/2024; however, they claim that they would not make the actual refund until 18/03/2024. which is 17 working days later. Their website says that they would refund within 7 days after the arrangement was made and other retailers can refund much more quickly.

They don't take calls and hide behind the internet and call me by a wrong name in the e mail. I am very disappointed by the poor quality of their service.

Update (09/03/2024):
I also posted the same issue on Resolver. Via this website, Group Escalations Team of Wallis said that our customer service team should have asked me to allow until 08/03/2024, not 18/03/2024." According to the information they provided, it appears that Wallis did not make any refund arrangement on 01/03/2024 as they initially insisted. They did on 06/03/2024, when the issue was reported via Resolver.

In summary, Wallis did not make any refund arrangement and kept providing incorrect information until the issue was brought up in Resolver, at which point, they finally decided to refund.

Refund should be a straight forward process and I find their service unacceptable.

Date of experience: 06 March 2024

Reply from Wallis

Hello there.

I'm sorry to hear you are not happy with our return/refund timeframe.
On average a refund can take up to 21 days: 14 days to be returned, checked and processed, with up to 7 days for it to make its way through the banking system.

Please allow until 18/03 for your refund to reach your account, and if you have any queries after this time, we can look into matters further and provide a transaction ID if you are struggling to locate the funds.

Thank you and take care.
-Stacy


Rated 1 out of 5 stars

I have been buying WALLIS clothing for…

I have been buying WALLIS clothing for a few decades and was happy with what I received. However I have not bought for some years now and recently bought a few cardigans. I was horrified when I received them as I had ordered a uk sz. 16 but what I received was closer to sz 18-20. Nor could I return them as my sister in London received them and was only able to send them to me two months later. Anyway, I went back to the site and ordered again, this time a U.K. sz. 14. What I received ranged from a sz. 12 - 18. I cannot fit into two of them ( too small ) and cannot use the sz 18 as I am floating in it. It is RIDICULOUS that this company has resorted to sourcing rubbish from China with zero regard to quality control. I will never ever buy from WALLIS again. Extremely disappointed.

Date of experience: 07 March 2024

Reply from Wallis

Hello Vasanthi

I'm sorry to hear you have been left disappointed by your recent purchase.
Any issues surrounding the sizing of items should be brought to the attention of our customer service team, who can then advise further on the next steps to take in regards to a return and any return fees that may be applicable.
Here is our FAQ page, where you will see an 'email us' link - https://www.wallis.co.uk/pages/informational/FAQ

We value your feedback, and will always to look to improve our services where we can.

Thank you and take care.
-Stacy


Rated 5 out of 5 stars

After returning a coat that I bought I…Refund

After returning a coat that I bought I received no notification to say that they had received it
So yesterday evening I emailed them and this morning they contacted me to say my refund has been processed thank you very much for the quick response.

Date of experience: 21 February 2024

Reply from Wallis

Hi Anderson,

Thanks so much for taking time to leave a five star review for us! Your feedback is very much appreciated. Have a great day - Dean


Rated 2 out of 5 stars

I returned 3 items and had to chase…

I returned 3 items and had to chase Wallis for a refund which I finally received yesterday thanks to Ansa who finally got it sorted for me. The quality of clothes has deteriorated quite considerably since the Wallis shops on the high streets have closed down. It such a shame as I bought 90% of my clothes from Wallis in the past.

Date of experience: 15 February 2024

Reply from Wallis

Hello Kathleen,

Thanks for reaching out and leaving thsi review, I am sorry to hear about teh quality of clothes and in you having to chase the return refund up.

It's great to hear that Ansa was able to help sort this out for you when you reached out.

I'll be sure to pass on this feedback.

Thanks
Samantha


Rated 1 out of 5 stars

Item not delivered to me....Appalling Customer Service

ADDITIONAL INFO***
I have 2 Tracking numbers from Royal mail I have the one that you stated was delivered to me on 15th Feb and I have another one which was delivered and I confirm receipt on 24/02/2024.
If you require the numbers for this anomaly I am more than happy to provide them. As the information I originally provided was truthful and you were wrong to dismiss my complaint


Ordered two items unfortunately the company used to carriers. The delivery from Evri arrived 16th Feb. The parcel from Royal Mail was allegedly delivered to my address on 16th Feb. I checked the photo taken by Royal Mail which does not look like my property. Upon raising this issues with Debenhams I was advised the picture looks like a property and they were satisfied I received the item. So in effect they are questioning my integrity and insuating I am lying which I find to be deeply insulting. I emailed the CEO of my complaint....2 days later to acknowledgement or response to my complaint. I don't know what's worse I haven't received the item or the insinuation that I am lying. I have shopped with Debenhams for many years and has been an enjoyable experience but this is an absolute disgrace and very dissapointed with the service

Order number DUX026217576

Date of experience: 16 February 2024

Reply from Wallis

UPDATE:
Thank you for your response with this. I have looked into the matter and can see this was rejected as the delivery picture on this order matches exactly to the delivery picture of your previous non disputed deliveries and therefore we are confident someone at your address has accepted this parcel and therefore no refund or resend will be offered. You are welcome to seek 3rd party advice however this is our final decision on the matter.

Kind regards -Millie
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Hello Mazza, thank you for taking the time to leave a review regarding your recent experience with our brand. We appreciate all feedback to help improve our brand/service going forward into the future.

Please can you provide your order number for us in the Trustpilot request sent so I can look into the matter and advise further on this delivered parcel.

Kind regards - Millie


Rated 1 out of 5 stars

Wallis returns

I made an order with Wallis. I had to return the items (2 pairs of trousers). As I didn't have the one year delivery subscription, I should have got charged £1.99. But instead, I got charge £7. They claim it was the carrier, EVRI, who charged the extra £5 without my consent. Absolute disgrace.

Date of experience: 30 November 2023

Reply from Wallis

Hello Rita,

Thanks for reaching out and leaving this review, I am sorry to hear about a return charge of £7.

I would love to assist you further with the issue, so I have sent through a request via Trustpilot, for you provide myself with further information so I can contact you directly in regards to this charge.

Thanks
Samantha


Rated 1 out of 5 stars

They are the worst company I have…

They are the worst company I have encountered.
They don't have a phone number for you to call them.
The personnel employed are illiterate, as evidenced by their inability to comprehend their emails.
Even if you bought something from their website, you have to send it to others at your expense. You have to keep waiting for your refund.

They are a fraudulent website.
Please avoid at all costs, you will have a huge stress in your life.

I've pestered them numerous times for a refund, but they keep sending it in small increments, keeping you waiting for your money. Please report them.

they are scammers

They have clothing that is of very low quality and design.

Date of experience: 06 February 2024

Reply from Wallis

Hello Mireya, thank you for taking the time to leave a review regarding your recent experience with our brand. We appreciate all feedback to help improve our brand/service going forward into the future.

I'm sorry to hear about your recent experience however if you could confirm your order number in the Trustpilot request sent, I will be happy to look into this and advise in more detail.

Kind regards - Millie


Rated 4 out of 5 stars

Have I been scammed?

Update: seems they have technical issues. i have now received a full refund. I reorder and have received confirmation this time and order is on it's way. When I messaged them they dealt with the issue quickly.

Not sure what has happened here. Ordered two dresses on their website Sunday but didn't receive confirmation email. Receiving an email this morning say dresses were still in basket so reordered. Still no confirmation email. Payment taken be Debenham,com on both occasions. Have I been scammed?

Date of experience: 28 November 2023

Reply from Wallis

Hello Dorothy,

Thanks for reaching out and leaving this review, I'm sorry to hear you have not received your order confirmation email.

I would love to assist you further with the issue, so I have sent through a request via Trustpilot, for you provide myself with further information so I can contact you directly and ensure that a resolution is made.

Thanks
Samantha


Rated 1 out of 5 stars

UNLESS YOU ARE HAPPY HAVING COMPLICATED…

UNLESS YOU ARE HAPPY HAVING COMPLICATED RETURNS, AVOID DEBENHAMS
unlike john lewis or m&s, the contents ordered are sent and catalogued from various companies, so some returns can be returned via evri (shop within walking distance)to return to DEBENHAMS
but others must be via post office (which i have to drive to) WALLIS charges for delivery , not for return,
but other company YERI charges for return, so customer is charged for delivery and return. Waste of money, waste of time, I will never make the mistake of shopping with DEBENHAMSagain

Date of experience: 12 January 2024

Reply from Wallis

Hello Cheryl,

Thank you for leaving your review, I am sorry to hear you have found the return process on your recent order to be complicated.

We do try to make sure ordering and returning is as simple as possible.

I would love to help you with this return, so I have sent you a message here on TrustPilot so that you can reply with your order number and email address.

Thank you - Aimee


Rated 2 out of 5 stars

Uncompetitive service levels

I tend to agree with some of the other comments I have read about the service that they are providing which is not very competitive. I have just ordered an item and returned it. It has cost me approx. £5 with nothing to show for it. Unfortunately, although the quality of the item was good, hence the two stars ( returned due to the size being too big) I will think twice before ordering from them again as most websites provide a shipping service free of charge. I am not questioning the fact that the information was not provided on the website but I didn’t expect to pay for the return. On the other hand to see it from another angle, one could also say that if I were to go to a shop then there would associated costs involved to get there (petrol, time, parking) and in this global climate shipping is expensive. Up to 21 days for a refund? No comment.

Date of experience: 20 January 2024

Reply from Wallis

Hello Louisa

I'm sorry to hear you are not happy with our Returns Policy.

We have needed to introduce a return fee of £1.99 for all returns to help to continue to offer great products at affordable prices. The return fee has been visible online since its introduction in August 2023.

For regular customer we do offer an Unlimited Delivery service, which also provides free returns on any items that are not quite right. Here is the link for you to take a look at if you wish - https://www.wallis.co.uk/pages/informational/unlimited-delivery

Thank you for your feedback, we welcome all comments as we only ever aim to improve services where we can.

Take care and have a lovely day.
-Stacy


Rated 1 out of 5 stars

Returns are a nightmare

Returns are a nightmare. They charge per parcel to return but won’t allow to include items from confessions in the same parcel, even though all items are from the same order and not specified this at the time of ordering. Will not buy from them or any of their affiliated brands again as fine this misleading.

Date of experience: 07 January 2024

Reply from Wallis

Hi Olga
I'm sorry to hear you are not happy with our returns process. Concession items are shipped direct from the sellers and so will need to be returned back to them.

We do offer an Unlimited delivery service, which provides you with free delivery, as well as free returns on all items. On top of this, Unlimited gives you access to VIP Member Days as exclusive discounts and offers. Unlimited will allow you to place orders from any brand or concession, safe in the knowledge there will be no return fees should the items not be quite right.

Thank you and take care.
-Stacy


Rated 1 out of 5 stars

Boring..Shapless Petite blouses

I dont know where or which buyers WALLIS get their PETITE range of blouses from ..
They are Horrendous..
All look the same..
.boring...printed..old granny styles shapless..
Wake up wallis!!..
If you want to stay alive n kicking..get new modeen petite stylish clothes in...or jus disappear quietly as other stores have

Wallis are looking into updating thr Petite range , hopefully a modern uptake on clothes and no more bland printed blouses..

Petites need fashion and style too!

Watch their space.. thanks wallis

Date of experience: 30 December 2023

Reply from Wallis

Hello Jp, thank you for taking the time to leave a review regarding your recent experience with our brand. We appreciate all feedback to help improve our brand/service going forward into the future.

I have passed your feedback regarding the Petite Blouses onto our stock team for you and in the meantime, please keep an eye on our new in section of the website.

Kind regards -Millie


Rated 5 out of 5 stars

Was unable to return an article as I…

Was unable to return an article as I found I could not proceed. I contacted Wallis and a lovely lady called Natalie was so helpful and sorted it out in a very short time for me. It was much appreciated.

Date of experience: 15 November 2023

Reply from Wallis

Good morning Ann,

Thank you for taking the time to leave your review, we do appreciate your feedback and custom.

It's great to hear of the quick and efficient service you received when reaching out to us for assistance, I will be sure to pass your kind feedback over to Natalie too.

Have a great day and take care,
Fiona


Rated 5 out of 5 stars

I had a fairly complicated query on an…

I had a fairly complicated query on an order, starting by working out how I could get through to someone at Wallis as none of the options offered seemed appropriate to my needs.
I managed to contact Wallis, after not too much trouble, very late on Friday night.
I was thrilled and amazed to see I had a sensible response from Emily by early Saturday morning.
This was followed up with communication from Megan and completely resolved satisfactorily by Sahara before 11.00am on Saturday morning.

Very impressed how all three took care of this for me so quickly, nicely and with no drama.

All stars and professional ’Girl Power’.

Thank you all.

My Regards to all.
Brenda.

Date of experience: 08 July 2023

Reply from Wallis

Hello Brenda,

Thank you for taking the time to leave us a review.

I am really happy to hear that you were able to contact our customer services team regarding the query you had, and Emily, Megan and Sahara were able to get this all sorted for you so quickly!

I will certainly pass along your thanks to the team, I hope to see you shopping with us again soon.

Have a lovely day!

Amelia


Rated 5 out of 5 stars

Excellent service

I have ordered a few times recently on wallis and debenhams websites and had no problem at all. On all my orders i paid for the saver delivery option and despite this option informing of 5 to 7 days for delivery , i have to say on each occasion my orders have arrived well before the 5 days and i have been delighted with my orders.
In fact, i was surprised to find that my recent order arrived swiftly today which i wasn't expecting it to, especially with all the extra Christmas post at this time of year.
I have always been delighted with the service given and will look forward to doing my next order in the not too distance future.
Thank you wallis/debenhams for a great service, its much appreciated.

Date of experience: 17 December 2023

Reply from Wallis

Hi Tracy

Thank you for taking the time to leave us a review, I really appreciate it

We hope to see you shopping with us again soon!

Take care,

Aimee


Rated 2 out of 5 stars

Such slow processing

I’ve sent 3 returns back 2 weeks ago which have all been received, tracked on Evri, and I have not received a refund yet.
All my order history has disappeared off my account and only shows Debenhams orders.
In addition my year long unlimited delivery which I paid for and I’ve only had a month is now inactive
Dreadful customer service

Date of experience: 10 June 2023

Reply from Wallis

Thank you for taking the time to leave a review, Gillian.

Refunds can take between 24 hours/3-5 working days to reach your account, depending on your original payment method, however, I will be more than happy to take a closer look for you. So I can look into your account and Delivery Pass, please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your account.

Thank you
Stacy B


Rated 5 out of 5 stars

Customer Service quick to respond.

I wrote to Customer Service as I hadn't received any communication from them after returning a couple of items. Within 24 hours of sending my email, I received a reply from Paul who advised that my refund was being processed and I should receive it within 10 days. As long as that happens I'm happy!

Date of experience: 20 June 2023

Reply from Wallis

HI there, thanks for taking time to leave a five star review. We really appreciate your kind feedback and Paul will be so pleased to see your glowing review. Thanks for shopping with us and I hope we see you again soon, take care for now. - Jack


Rated 5 out of 5 stars

Refund sorted quickly!

I read a lot of these awful reviews and was so worried about getting my refund. So I wanted to leave a review to reassure anyone awaiting a refund of my positive experience recently.

I sent back two packages for a refund, one got lost via Royal Mail on delivery but speaking to customer service via Apple chat messages, I was quickly able to sort this out. Both refunds were back in my account within a few days.

I know most people leave bad reviews so I wanted to leave a good one to reassure anyone else looking for a good experience for reassurance!

Date of experience: 11 February 2023

Reply from Wallis

Hi, hope you are well.

Thank you so much for taking the time and leaving this 5* review, it really means a lot. It is great to hear the experience you received regarding your refund was good and that both refund were back in your account within a few days. I will be sure to pass your positive feedback on for you, as this is what we like to hear.

Take care – Lindsay


Rated 1 out of 5 stars

Unlimited free delivery not working

I tried to do a purchase yesterday but was being charged delivery and I have free unlimited postage for a year. I tried to contact or speak to someone - every single avenue ended in things LIKE Error no longer available OR just taking me to a shopping page OR telephone number shown on Customer Service pages No longer exists!!! No help anywhere so I just gave up. A shame though as I like Wallis clothes.

Date of experience: 19 June 2023

Reply from Wallis

Hi Lin, thanks for taking time to leave a review and making us aware of the issue with your delivery subscription, I can assure you this is not the way things usually go here.

I have sent you a message for more info on the issue so if you could reply with the order number where the delivery pass was purchased along with your email address, I'll certainly look into this for you.

In the meantime, please be sure to to be logging into the account the delivery pass is registered.

Looking forward to your reply, speak soon. - Jack