Coast.com Avis 116

Used to love Coast and thought it was a good “go to” for event dresses. I ordered 2 dresses, kept one, sent back the other. Took me a week to actually get the refund process organised while going through all messaging portals. My order number wasnt recognised on the final page to create the refund🤷🏻‍♀️Repeatedly having to copy and paste the same info to the AI bot so frustrating. Eventually a human sorted it out.
Sent back dress, no email to confirm receipt of refund, checked with post office, all good…contacted them again, advised to wait a month before the refund would be issued because its from Rep of Ireland??? One month has elapsed and no refund, now playing the long waiting game for a customer service agent to contact me, having gone through the AI bot again…. Not worth the hassle… pity cos the products are good quality…

Ordered two dresses from coast and sent both back in two parcels have the tracking for both and they have said they only got one even though I have proof both have been received on there end every time I message them they say I will be refunded for one dress as there saying they only got one even though I keep telling them to track it as they have it it’s a absolute joke of a company I am getting no where with them will never order from them again quick enough to take the money but terrible at getting it all back

I ordered 3 dresses and they have not been delivered by the date shown. No help from the company whatsoever and unable to talk to someone. Awful customer service

Very bad customer service , my niece has not received her refund for almost 2 weeks and she spent £87 Unbelievable and disappointing. They need to improve on their refund process and customer service.

5 stars for quality of garments.
0 stars for customer service via messenger & Instagram
5 stars if you're fortunate enough to be put in touch with Courtney in their escalation team (this only happened when I reached out to the CEO)

Despite eventual resolution of a high standard and despite keeping 3 dresses and loving these - I will never risk purchasing from Coast again.

1 item did not arrive and it is impossible and I mean IMPOSSIBLE to get any kind of support from their customer support team..I only got refund several weeks later after CEO put me in touch with Courtney in their escalation team, and similarly regarding the items I wanted to return.. I simply did not trust their return process and since it involved £100s pounds I wanted cast iron reassurance regarding return and refund, I only got this via Courtney in the escalation team.. I've now been refunded for the Coast items but still await refund for two items from what they describe as 'market place' items, one is AJVANI shoes (very big made) and one is Monsoon. Both have received the items last week .. But no refund as yet.

My experience with Coast customer service - Firstly you need to have messenger on your phone, they don't have an email..
On messenger or Instagram(I corresponded via both)
You'll send message after message providing ALL necessary info and get response hours later or even next day asking the same questions over and over and over again!.. They NEVER read the previous messages so never note that you've already provided ALL required info dozens of times.. It is a frustrating and anxiety provoking process which ensures customers never receive resolution!
ps they'll also attempt to get you to take voucher rather than refund.. You must advise you want refund to get this option.

I did not get any resolution via their customer service, despite days devoted to messaging them I only ever got responses asking the same questions over and over again! Aaaarrrgh!!!!

Next, returning unwanted items. Sizing differed from style to style so it stands to reason that customers will need to send garments back.. right?! .. Coast expect customers to pay to return each item in separate packages. This is neither environmentally friendly or a reasonable cost effective means for customers to return garments!.. This could end up costing a lot depending on how many garments you wish to return.
If you purchase non coast items eg Monsoon there's no option but to return separately..

So, although this site probably has the broadest range of good quality garments for eg weddings, unfortunately their customer service is the worst I've ever experienced and their costly returns process means that I will never use again and could not recommend to others.

Do not buy from this site. This is not the Coast of days past! Awful cheap shoes delivered to me, all of which were very badly fitting. Sixteen days waiting for refund which was over £10 short. Can’t be bothered to chase them for the difference. What a shame that a reputable company such as Coast have hit such rock bottom under another ‘retailer’!

I would give 0 stars if possible. The return portal is glitchy and will not recognise my order number to return my item. Nobody will respond to me, I’ve had two very vague replies 24hrs apart asking if I put in order number correctly and if my item is in its correct packaging (?). This is not good enough, it is a problem on their behalf and so far absolutely no responsibility has been taken.

Would not purchase again
Sizing way off
And terrible wait on refund
Shocking

Unfortunately you cannot give zero stars
I had so much trouble sending my stuff back
Head to start again with each customer service representative
It took 3 weeks to get a refund and I genuinely think I would not have gotten one only I keep contacting them everyday sometimes twice a day
I would not buy a piece of thread from coast ever again

Ordered some dresses for my legal wedding, all were awful quality for the price so sent them back. When I was refunded I noticed it was £25 short, so queried it to be notified that this was a charge for “delivery protection”? I had already paid a separate delivery fee and I never opted in or consented to paying this! What a complete scam!!!

Rated 1 out of 5 stars
‼️‼️‼️STAY CLEAR‼️‼️‼️
‼️‼️‼️STAY CLEAR‼️‼️‼️
The worst company at refunding!! Still waiting for my money back on a dress bought for £75 that was returned 2 weeks ago!! Honestly pathetic customer service can’t even talk to a human being! Just an automated service repeating the same thing!!! STEALING PEOPLES MONEY!! Stay clear folks!! I will never shop in coast AGAIN!! Just keep getting told the refund is being processed! Never have I ever had to wait so long for a refund after returning a product.

My order number is DUX051208799

Wish I had of read the trust pilot reviews on the company before purchasing!! Will NEVER order from here again and will be warning all people I know to do the same! ridiculous!

Very poor quality item. Arrived weeks after ordering and looked awful. Would not recommend ordering from this company.

I certainly would not order from Coast again. I gave up chasing them for a refund before Christmas. I had sent the dress back to them in June of last year. Because they didn't give me a proper label that could be processed in Irish Post Offices, I had to send the dress back to their Head Office. Just a waste of time trying to convey this to them. If I could have given a "0" star rating I would have.

I ordered two of the same dress - both stained with either ink or blood. I've tried to remedy this with the AI assistant but it doesn't understand and it takes over 24 hours to actually speak to a human. I just need one clean dress - is that possible?! Where is the quality control? This is now becoming a huge stress because whilst I've flagged it to the AI assistant, I want confirmation that the return will be accepted as it's Coast that have sent out these stained dresses.

I ordered £700 worth of dresses and returned them all as none were suitable. I have only received £600 refund. Absolutely dreadful. No response from customer service.

I returned my items on 29/11... Tracking says they got back but radio silence so far. It's £300 worth and I could really use the money before Christmas. This is a joke. I've only spoken to AI bots and this is DAY 4 of waiting for an email response. I'm taking it up with my credit card company. DONT BOTHER

Terrible. Delivery driver put the item in the bin on collection day so never received it and two months of requests for refund have led to a badly written email saying that the refund window is closed. Waste of time and money.

I have returned one item (Order #DUX045914280). This was sent back on 23/11/2025, delivered to Coast on 25/11/2025 and until now no refund has been issued. I contacted your customer service chat bot that was able to inform that the refund was still in progress. It has been over 15 days and I am wondering how long more I need to wait. I am glad it is not a big amount. It was my first buying experience at Coast and probably the only one. I hope my refund will be accredited soon. I have no choice but to give 1 star rating

I ordered a bridal dress for my wedding and I like the dress but it has a yellow stain on it. I emailed customer service 5 days ago, and text them and sent a message on Facebook Messenger, and nothing back at all! I need the dress for my wedding next week! I have been forced to buy the same dress again, which was more money (double the price due to black Friday deal ending), and postage was another £5.99 plus the return cost of the stained one which is £2.99. TERRIBLE customer service! Do not use, I wish I hadn't bothered! I do not need this stress right before my wedding day!

DUX045053337 DO NOT ORDER FROM COAST !! I ordered 2 trouser suits totalling £297 on the 9th October, when they arrived the packaging was inferior and they were horribly creased. I placed my return via inpost and received confirmation from Coast via email. I asked for a full refund. I am still waiting despite sending emails and texts to customer services. I got a text saying the refund was successfully processed and to wait up to 9 days for it to reach my account. I have contacted them and Debenhams to say what’s happening. I said I wanted to make a formal complaint. But to who?!! They are totally anonymous. I am still waiting for them to get back to me. Nearly 2 months and still not resolved. Absolutely SHOCKING 😮