Dorothy Perkins Avis 105

What a Useless Shower! I Stupidly ordered a bedside lamp from this excuse of a company. In the World of same day delivery where do this mob think it’s ok for Customers to pay for 10 working days Delivery? They are Charging a lot of money for such a Diabolical service.
NEVER AGAIN.

Only just placed an order. It’s been years since I have bought anything from
this outlet and it will be years before I buy again.

I’ve been scammed having Seel delivery protection added to my order. If I wanted to spend more I would have had next day delivery so I am fuming 💩

I placed an order though the Dorothy Perkins website.
The items arrived in Debenhams bag (which I thought was odd)
I go to request a refund and find out that although I ordered from Dorothy Perkins, the items actually came from Debenhams, and the items were from a different company called Klass. So three different companies!!
So then the refund saga began. I would like to think I’m quite an intelligent individual and can navigate the online world in a breeze normally. It seems you need a degree in some sort of investigation or detective skills.
Could I find a way to place a refund? Do I do it via the DP website? The Debenhams website? The Klass website? It’s turns out the latter, which I happened to find on the slip within the parcel. After several attempts at getting my order number to be accepted (you have to remove the first three letters apparently for it to work) I was then taken to the Royal Mail website and asked for an order number and a refund number. As I was returning two items, I had no idea which refund number to use so I just picked one and rolled with it. It generated a QR code for a Royal Mail return. I have put the slip back in the parcel and will be sending this off and hoping for the best.
In addition to this, I found an email in my mailbox from a company called Seel and I apparently agreed to and paid for insurance of some kind with my purchase which I doubt I’ll get back. I’m sure it was in some sort of fine print that they will claim I should have read but I’d argue they are scammers just sneakily taking people’s money by not making these things obvious and user/customer friendly. It could’ve been cancelled within 24 hour apparently but I didn’t see it as it went to my junk folder. I have no idea if I’ll get a refund at this point. I tried to contact DP customer service to be met with an AI bot who told me they had significant wait times for responses. I will never ever use any of the companies again, all this hassle for two items. I honestly can’t believe it! Never again. Ever. Worst experience ever.

I have been trying to get a refund now for three weeks for 3 items. I have used there robot messenger service to no avail. I have asked to speak with a human and there is no response. Effectively I have returned one item and have had no refun and have tried to return two other items and had no luck . I calculate I am owed £89.41. Hopeless

I placed my order 09-02-2026 and returned registered 11-02-2026.
14-02-2026 - return status is in the carriers network. My order number DUX051669687. No email to confirm return received. I have been contacted customer service through Facebook messenger as they dont even have a customer service number. Same automated replies and STILL NO REFUND or email. Stay away from this company. I will never order from them again. I wish I read the reviews beforehand. They've taken my return and money.

I wish I had read these reviews before buying anything from here. Ordered 10 dresses, returned 5 and only been refunded for 1 dress. Can't call and emails are very generic and unhelpful. Put in a claim through my bank now. Owed £80

Would be a zero if I could put that...This company is using the names of Dorothy Perkins, wallis, debenhams etc to let you believe your getting the excellent service and quality from when these companies where on the high street...BUT YOUR DEFFINEATLY NOT...stay away, I will never shop from any of them ever again. Returns process a sham, staff haven't a clue or are told to say certain things to fob you off, constant emails to get a refund, I think they hope you will give up so they got the return plus your money. Should be ashamed really. 28 days for return then 5/7 days for refund to reach your bank account, utter scandalous

I spoke to a person through customer service as my item had not been delivered. They were super helpful/ professional and explained items are sometimes delivered through third-party they reassured me it may be delivered by 9 pm tonight and if not to recontact them. Their name was Kai. Thanks lovely 🫶🏾

Ordered 6 items, all either incorrect items (Monsoon AGAIN) or awful quality. Had to complete 4 different returns and was charged almost £3 for the last one (Debenhams). I will never, ever shop at any Debenhams affiliated websites again, all are dismal.

This company is a scam. I ordered several dresses, had to return one worth £39. They messed up the refund process and refunded me the price of a different dress from the same order that I didn’t return, and that was worth only £21 so only half the price! When contacted, they said they couldn’t amend the return and refused to send the correct amount for refund. Refused to elaborate further and considered the case as closed. Absolute garbage.

I placed an order and paid for next day delivery. They weren't delivered. I have been informed that the items are from a third party seller so would have normal delivery so I am really not sure why they offer the option for next day to delivery. It was showing as out for delivery and then there was a problem with the delivery. I have now been told that it would be delivered on the 8th of February. Trying to get through to someone on customer services is impossible

I ordered a beauty products which was discoloured and clearly not fit for use . I attempted to use their returns portal but was unable to progress as this was a non returnable item. There was no option to deal with a faulty item. There is not telephone number to use as the company does not have one. The chatbot was totally useless. I was asked to provide details of the order and supporting evidence which I did. The bot then replied saying it was unable to deal with images! It followed this up with a request to provide photographs and videos! I eventually received a response after 48 hours . I was issued with a refund for the item but not the £2.99postage which seems very unreasonable given they provided an item which was not fit for purpose. I would give this company a zero rating if it was available for providing a terrible customer service experience

CUSTOMER SERVICE MINUS 10 STARS, STILL WAITING FOR A REPLY RE A DAMAGED ITEM FROM 9th JANUARY 2026, I SIMPLY WANT A REFUND OR REPLACEMENT DISGUSTING LACK OF SERVICE

I received an order that was damaged, I have contacted them more than once now the first response i received was extremely cheeky so i went to resolver and they are ignoring that. I will never ever buy anything from here again. I would stay clear I sent in pictures of the damage and they are not interested. If I had came here first and read the reviews I would never have purchased from there at all. Please dont waste your money.

Worst company. Do not buy from here, been trying to contact for a month about a damaged item I received and no response but automated AI. Quick to take your money but no reply when trying to return. Don't order and loose money to this company.

Appalling, sent an item back, it's been received and yet they still haven't returned the money. Like all of the other reviews all you get is some AI Bot spouting the same thing and you can't ever speak to a human. It's basically theft. Avoid like the plague.

This company’s practices are deeply concerning and, in my view, unlawful. What makes this even worse is that once-respected UK high street brands are being damaged by this business model.

I ordered several dresses from Dorothy Perkins, spending over £200 with the intention of keeping one and returning the rest — something entirely reasonable and expected when shopping online. As I left it late, I felt pressured to make a quick purchase.

The first red flag was an “optional” £10 charge supposedly covering damage or loss in transit. The wording strongly implies that if you don’t pay this fee, the company will not assist you — despite this being their legal responsibility.

I paid for next-day delivery, which did not arrive next day. Only after payment did I receive an email advising that some items could take 6–7 days to arrive. Thankfully, the dress I chose arrived in time for my event.

The real issue arose when attempting to return the remaining items. I was shocked to discover that a gift card appeared to be the only return option. Although the website claims you are given a choice between a refund or a gift card, I selected “refund” initially, was taken to the next screen, then exited the process to return later. When I resumed, the refund option had disappeared entirely and only a gift card was available — with a 90-day expiry and no way to amend the choice.

To be absolutely clear: this is not lawful. Under UK consumer law, customers have 14 days to return goods and receive a refund to their original payment method.

What is also not made clear is that although you purchase under one brand name, returns must be sent back individually to multiple third-party suppliers. The £10 “protection” fee does not cover return postage either. There is no phone number and no easy way to contact the company. Had I not proceeded with the gift card option, I would not have been able to return the items within the 14-day window at all — effectively forcing me into accepting store credit.

For anyone else experiencing this issue, I recommend the following:

• Take screenshots during the return process showing that only a gift card is offered
• Do not delay returning items — send them back within 14 days, even if forced to select gift card
• Take photos of the items at the post office or locker as proof
• Email customer services the same day stating you are exercising your statutory right to a refund

If this does not resolve the issue, escalate with your bank and/or via the resolver website. This appears to apply across multiple DNZ-owned brands, including Debenhams.

It is disgraceful that this is happening under the names of well-known UK brands. I am fortunate enough to manage without the £200 currently withheld, but many people cannot. This feels like nothing short of daylight robbery, and I will be reporting this to Trading Standards and Watchdog once my case is concluded.

Email template:

Dear Customer Services,

I am writing in relation to Order……..

I have initiated the return of the goods and am returning them within 14 days, in accordance with my statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your online returns system provides no option to select a refund to my original payment method and instead forces selection of a gift card in order to proceed with the return. I have taken screenshots clearly showing that a gift card is the only option available. I selected this option under protest only so that I could comply with your return deadline. I do not accept a gift card as settlement.

Under UK consumer law, it is not lawful to restrict a statutory refund to store credit where a consumer has validly exercised their right to cancel. I therefore require a full refund to my original debit card, including all ancillary charges such as the £10 order protection fee.

Please confirm within 7 calendar days of the date of this email that:
1. The returned goods will be refunded to my original payment method, and
2. No gift card will be issued as final settlement.

If I do not receive confirmation within this timeframe, or if a gift card is issued instead of a refund to my debit card, I will escalate the matter without further notice via:

* a formal chargeback request with my bank, and
* a complaint through Resolver, Citizens Advice, and Trading Standards.

I trust this will not be necessary and look forward to your confirmation.

It doesn't deserve a 1 star but needed to choose one.
Dorothy Perkins after sales is the worst I have ever experienced.
They do not have any phone numbers so you can talk to them.
Any number online just cuts off.
My wife ordered goods but did not get order confirmation.
When contacting customer service she was told they can see the money is in there account.
But have no records of an order
After messaging back and too
My wife asked for a refund.
That's when all returned corespondance stopped.
We have now needed to go through the bank for charge back.
I wouldn't recommend Dorothy Perkins to my worst enemy.
Terrible experience.😡😡😡

This company charged me £6.49 for addition shipping insurance without my consent.
Here is what the law says;
Under UK consumer protection laws, a consumer must actively choose any optional extra.
No Pre-Ticked Boxes: Consent cannot be obtained through default selections, automatic basket additions, or pre-ticked opt-in boxes. You should not be required to untick a box to avoid paying for a service.
Express Consent: Businesses must clearly explain any additional charges and obtain the customer's express consent before applying them.
Transparency: All terms and charges must be transparent and clearly understandable to the consumer, not hidden in the fine print.
NO PRE TICKED BOXES!

I have made the same mistake as others. I ordered a handbag from "Dorothy Perkins" which turns out to be the DBZ website (same as Debenhams) which is dreadful. Had to send an e-mail with order number and item description and DBZ are very slow at refunds. They should be investigated.