FatFace - BASINGSTOKE 2 Avis 150

Good overall service

I love Fatface clothes. The staff at my local store and very friendly and helpful.

Fatface never fails to make me happy! The merchandise is fabulous and the staff in the Basingstoke store are brilliant! Also, it has been very straightforward to both order online and return items. Well done!

I love Fatface. Ordered some gorgeous slippers. Cannot fault them. So comfortable and warm. Best slippers I've ever had. The store is amazing. Such helpful and friendly sales staff.

James at the counter was really helpful in getting something ordered for us before Christmas. Thank you!

Always excellent quality. Always lovely staff in the Basingstoke branch…..they are wonderful!!

I have shopped with Fatface for many years and have never had an issue until now! I ordered £88 worth of clothing online on the 28th November (some of which was reduced due to Black Friday). I decided to have it delivered to the Basingstoke store to pick up the following week. This is my nearest store, but still a 20 mile drive away. Due to illness I was unable to pick up when I received my order confirmation, but part of the order was delayed so I went on the 10th December to pick up. That morning I received another email confirming I needed to pick up my order before 12th December otherwise it would be returned.
At the till in the Basingstoke I showed the assistant my confirmation, but she couldn't find my order on the system. I gave her my name and postcode and she went to collect it. She gave me a small package which I knew couldn't hold all my order. I opened it to find a pair of male trousers. It wasnt my order, my name or my postcode.
To cut a long story short I waited for 40 minutes for the assistant to try and get through to customer services on the phone. My order clearly wasn't at the Basingstoke store. I even decided to check Next incase it had been delivered there by mistake, but it hadn't. I returned to Fatface to find her still on the phone on hold! I had to leave my details at this point as I needed to pick up my daughter. I was so frustrated, the manager said my order probably went to Amersham store as that had happened in the past! Really helpful info....NOT!
So after a 40 mile round trip I still had no order and was £88 down.
I got through to customer services myself via the chat app and they confirmed it wasn't at Basingstoke store (no sh*t!) Even through I have 3 emails confirming that it was!
CS said they would reorder my order, however half of it was now out of stock and also at its full price! The dress in particular was a gift for my daughter for Christmas.
Out of sheer frustration and anger I told CS to cancel my whole order. To add insult to injury I was then told I would have to wait upto 5 days for a refund!
So my question is Fatface...how the hell do you lose an order to your own store! You must have tracking to send out a confirmation to me? Or is it just a huge Black Friday scam to suddenly cancel customers orders so they have to re order at full price?
Disapointment beyond believe, and CS really couldn't give a toss! Not one person tried to track my order.

Staff very helpful and courteous.

Always good quality and a prompt delivery

Love the clothes n the staff are very very helpful so a great shopping experience!

Have not been in the Fatface store for a while and was very surprised by how much more stock and choice that they now have. Had some great help from Luke whilst trying out handbags as I wanted to check how much adjustment there was on the straps.

Huge thank you to Amanda in the Basingstoke fatface who helped me through a really tricky situation with my online purchase return and a gift card. She sorted it out with no drama and a big smile on her face. Couldn’t be more thankful for her!

The item was a a good price, I was able to have it delivered to the store free of charge promptly and the item is amazing.

Customer service is second to none. A recent problem with a purchase was swiftly resolved with a couple of emails.

Nice shop but needs more variety

Ordered some shorts in time for my holiday. Item was despatched promptly on the heels of my order and a few days later at 10:15am I get an email the item had been received into my local store. Up to this point I was impressed with how easy and efficient it had all been. When my partner went in to collect the item with the requisite email unique reference the very next day (again a nice feature that someone else could collect the item for me if they had my email) she was told no shorts had been received for me! A few staff members looked but they couldn't be found! So given the email is triggered by their stocking system when that delivery is barcode read, it must have been delivered and then lost! Either sold as stock in error or given out by someone in another order in error! Either way a poor show! Perhaps I was unlucky or perhaps their process is just not tight enough in store, or maybe the stocking system messed up and they never actually delivered them to store as the email said, what triggered the email. I guess I'll never know. But that stock is somewhere right now but it's not with me and that email says they should be or maybe the stock never existed. Something went wrong here FatFace but what, because you were so close to getting it right and then totally missed the mark? All that said I like the store and staff seem nice, which is why this just seems so wide of the mark for them.

Received the products with no problems. I had ordered a T-shirt, white and its good quality cotton, also a leather belt, again very pleased with the belt.

Good service, clean store, good amount of products

Their customers service is very good. And clothes arrive on time. They are a pleasure to by from.

Lovely trousers with good design , good quality , true size. The staffs in the shop are friendly.