Aubin & Wills Avis 25

I bought a pair of so-called 'utility' trousers from this company, which couldn't be a more inaccurate description. Purchased for £105 in August '25, by December the stitching around the fly had come completely undone. I made a claim through the one-year guarantee, for which the only option was to repair (the trousers were out of stock). After battling the AI customer service and finally getting through to a human, plus about a two-week wait, these were eventually repaired. Come April '26 and the rest of the stitching in the gusset unravelled. When I sent a further guarantee claim they responded saying they had no record of my order in the first place. They've finally refunded the cost of the trousers (they called this a gesture of 'goodwill', despite it being part of their one-year guarantee, and my trousers falling apart after 8 months), but the customer service, the reliance on AI and terrible product means I won't be buying from them again. Aubin & Wills are just another company in what is now a saturated field of brands charging exorbitant prices for what they claim is top quality stuff. Hard to know where to turn these days.

"We had a wonderful experience at the shop in Salcombe this week thanks to Amy. She was so helpful, knowledgeable, and enthusiastic. She helped us pick out a stunning wedding outfit and made me feel confident and excited. A massive asset to your team!"

Ordered 3 items.
Received 2 only.
Claimed, Anbin don't trust them claim like Next or Marks and Spencer.
Started investigating.
Let's wait for the outcome.
Product is yet to be used to see how it goes.
They don't answer to any call to any number given.
I wish they learn what is customer support?
They charge for return as well.
I am not very happy the way they deal customers.

Poor quality product - loose threads, unfinished buttons etc. The shipping experience also showed a singular lack of care - dumped in a box that was too big so it arrived mashed up therefore the exciting unboxing experience of my £300 overcoat was rather medieval. Overall my trust in the brand was destroyed, they really didnt get one thing right

After taking the time to select the product and check stock availability I placed an order as a gift. Expectations was followed by disappointment as the order got lost between the supplier and the carrier. Only after several weeks of contacting what I thought was the supplier they had ordered the item in question from the originator almost like acting as a broker, had I known this I would have delt directly with the brand as getting my refund was one problem after another. In context I ordered what I thought was stock from a distributor aka Jarrolds who then placed the order with Aubin. Long story boring. It went missing the only available item in stock with the size in question went missing. So I contacted the courier DHL who said they only printed the label but did not take charge of the item. Jarrolds said it was nothing to do with them and so back to Aubin, I will say this they did as promised tried their best to keep me informed after emails sent and that is to be commended, however several emails later still nothing. The big day in question as gift came and went no product alternative gift found and a lot of apologies to my young nephew for missing his birthday treat and item he wanted. So I emailed Aubin found another broker to their supply’s and waited for the reply because all said and done I would have the item in question rather than the refund. Sadly I was informed I could have a refund and 20% reduction on an alternative item, this never cut the mustard and I admitted defeat and settled for the refund which I was assured would be with me in 5 working days this came and went so I like a dog with a bone sent another email and was informed the refund went to the broker Jarrolds who would then issue the refund. Jarrolds sent a return slip asking me to return the item in its original packaging which you can imagine I never had. So back to Aubin who eventually got the ball moving again to Jarrolds forcing them after 29 days to get my refund. So Should I have given them the benefit of the doubt and stay loyal to a fairly decent product and brand, I haven’t quite decided of would I be better sticking to in shop browsing before ever purchasing or placing an order online again. Sadly once bitten twice shy and my existing stock of the brand is now finished and moved to the que of out with the old and in with the new brand. Am I annoyed yes I am. Had it not been for my relenting character of parting with my hard end cash and not accepting defeat I would be know doubt still waiting for the product to arrive. So here is my summary. You Should have tried harder, you Could have resolved it better and you Would have kept me as a customer. After all products are only as good as the customer service you offer it cheapens the product and for that you will loose the support. It takes time to build a reputation it takes a moment to forget it’s existence. I would love to show you a picture but my nephews coat rack is empty. I will say this the refund has been resolved eventually and while Aubin may think that’s the end of it, I’m not quite there yet. Matt you did your best and that’s commendable and a shout out to Connor too.

Dear Aubin,
Having recently been in to the Glasgow John Lewis department store , I feel I must mail and very highly commend a member of your staff. Having had a none to pleasurable experience in store where there seemed to be no one on other brands stalls ie Barbour ( not a member of staff in sight ) especially with it being a main trading day on a Sunday !!!  I was greeted at Aubin with first and foremost an extremely helpful and knowledgeable assistant happy ,smiling and and absolute pleasure to deal with ( Lesley)  her enthusiasm for the brand and what she was selling and all round customer experience was second to none in my opinion. Its not a brand I have purchased before , I have now thanks to Lesleys incredible help and knowledge. So I sincerely hope this will be passed on to Lesleys manager , because in this day and age that personal touch in store which she gave to me beats online and keeps stores on the high street ..
Yours sincerely
Mr Paul Shaw

I placed an order for a suit on Sunday the 4th of Januay 2026. Order number AW57998. First up, it took until Friday 9th of June for the order to be dispatched to Royal Mail. Delivered on the 12th but only the blazer arrived. I chased up and an order for the suit trousers was made. I was offered 20% off my next order (good to see they can dream). Arrived on the 15th this time but the wrong size of trouser was delivered (32 instead of 34 waist). Although this isn't my error, I have not been given an option to return this without paying for postage. So, all in all, I'm paying £3.50 (whatever) for nothing. Genuinely astonishingly lack of organisation. The clothes themselves felt fine but not worth the price. Acceptable on sale prices. In all, and this is a terrible portrait of business standards in the UK, you're better off ordering a suit with a specified wool and tailored to measurements from China. It won't even take longer to arrive as most things from China through Aliexpress arrive within 14 days... What a sad state of affairs.

Clothes are nice but just hope you dont have a problem as the customer service is zero, shops do not answer phones and emails dont get answered no other way to contact, so guess im done.Just beware.

This is my second review in as many weeks! I inadvertently gave a very low star rating (there is a slight delay from the first star to the fifth one) and would like to correct this.
I purchased for my husband two different sized Ingram jackets through the Jarrold department store in Norwich. My husband chose the Medium size which fits and drapes beautifully, I returned the second one to Jarrold’s for a full refund within two days. My husband is delighted with his new jacket and is just waiting for some cooler weather. Beautiful fabric and looks great,

Absolute disgrace. Item arrived all crumpled, stained, etc. For the price, this is a disgrace.

AVOID SCAM COMPANY DID NOT REFUND IN FULL AN ORDER!!!! £119 TROUSERS REFUNDED £101.15 DESPITE SAYING THE FIRST ORDER HAD FREE DELIVERY & RETURNS!!!! AVOID SCAM COMPANY!!!!!

Bought the 3/4 zip sweatshirt which I was initially really happy with. Looks and feels great!
At about the 10 month mark all the material has started to disintegrate. The cuffs and collar are falling off/apart.

Not the build / material quality I’d expect from a £90 sweater.

Item purchased was returned for a replacement. We received a refund as the trousers were no longer in stock. Due to husband’s fondness for these particular trousers, Dylan went all out to source a pair from one of their 3rd party retailers and was able to find one of the last two remaining. Thank you Dylan for your exceptional customer service. We are delighted with the outcome.

I have bought shirts and jumpers from here and now my new favourite. The quality is amazing and the shirts especially fit extremely well and are the most comfortable I have owned.

I bought an Aubin Merino wool sweater via John Lewis in October. Worst jumper ever bought. The “pilling” of fibres is so bad it’s unwearable. Aubin not interested or John Lewis. Aubin offer 100 day 100% satisfaction guarantee. It’s not worth the paper it’s written on. DONT BUY AUBIN MERINO SWEATERS. Aubin know they are bad as they offer a free pilling comb!!

Aubin have now proposed I return the sweater for them to inspect which is a positive response to several emails.

So Aubin had the sweater and have given me a replacement sweater (not Merino) which is perfect.

My thanks to Dylan who handled my complaint.

My new favourite place to buy clothes. Fast delivery, great quality, and as shown on the site.

Purchased two T-shirts for £55. Standard delivery took two days. They arrived nicely packaged. Quality is fantastic, though value for money would not be there if the offer of two for £55 was not on. My chest size is 36, and the XS fits great around the shoulders, but perhaps just a little long under the tummy.

I’d never heard of Aubin before receiving any items from them; I purchased 2, Vestry relaxed crews, purely from the look of the colours and the fact that the material was 100% organic cotton.
I’m incredibly glad I did so….. the colours are amazing, in which garment dyed, and this gives an almost worn look in the best possible way. I like that the colours seem to rotate on the website every so often aswell; makes them feel more unique and allows for versatility.
The material itself is very soft and I can tell will hold up.
The brand seems that it has great history, and I can only say good things about my experience with them.
Highly recommend.

I bought a fine merino sweater for my husband. In our opinion, it pilled very badly. Aubin took it back and sent a replacement, unfortunately not in the same colour as it was out of stock by then. The next one has done the same, they sent a comb this time and said the pilling was ‘normal’ and, as suggested, I have now washed it to see if that improves the wool. I now notice the stitching at the neck is coming unravelled.
We are not impressed and will not be buying sweaters from them again.

Had never heard of this brand until recently, when I received a parka jacket as a gift and the quality is really second to none. A jacket that says waterproof and is actually waterproof, I've now purchased other items jumpers and T's that have the same quality feel.