Goodhood Avis 382

Ordered, waited 2 days, then got notice that the item was sold out. Now won’t have the item ordered elsewhere in time

Paid extra for DHL express to have my order delivered on time (it said 2-3 days online), ordered on a Sunday thinking it would definitely arrive within the following week, as I needed it for a birthday present on the Friday. I heard nothing for almost a whole week and had to follow up with Goodhood, who then informed me they were backlogged on orders and the turnaround time would be longer. PUT THIS ON THE WEBSITE!! I would not have made this order if I had known this, as it has now only arrived today (8 days later, missing my birthday gift deadline) and it is a cosmetic order so I cannot return it. Total waste of time and money, won't be ordering online from here again.

This is my first ever trustpilot review - but I feel compelled to warn others! Appreciate this might be a bit long winded... TLDR; excessive postage costs, bad customer service, refund not received.

I bought some gloves from Goodhood on 25/12/25, the cost of postage was £7. I received an email about the gloves being delayed & it was on 05/12 that they arrived... 11 days later!!

As they were too big, I requested a refund, to be told that this would be an additional £5. I wrote to the customer service team about the cost of postage - given that the item arrived so late, and requested compensation. I've not had a response. I can now see customers had similar experiences, and wished I'd looked into it a bit more before I bought from them.

Whilst I received an email that my return had been received on 09/01, I have not been refunded (17/01). I am incredibly frustrated.

DO NOT USE.

Didn’t got after 1 month and no response

It’s the 4th time I contact them for a refund and still no response from their side

I returned the shoes on December 16, and as of today, JANUARY 7th after 22 days almost a month , I have still not received my refund.
When I wanted to return them, I waited a week for an assistant to répond and tell me how to proceed then, when the shoes got returned on December 16 I have written a mail and still no response from today. I want my refund now !

Ordered 16th dec for PRE christmas. Still never arrived. Sent 6 emails and messages. 0 no replies. No delivery's. No contact. For a store like this delivering other people goods, I think it's crazy the lack of customer service. I just want to get a refund 💀. Wish I read all these reviews before. DONT BUY FROM HERE

Grim service online. Money taken, no order sent, no reply to emails and no phone. Don't bother with this shop.

Ordered an item on December 12th and paid for express shipping. A few days after the order was placed they sent a generic email apologizing for a delay in shipping. The order has still not been sent and they are not responding to my emails either. I wouldn’t order from this shop again.

Do not order from this store!!! I ordered a jacket in June 2025. It came with a large black stain on it. Over several months, I reached out to their various customer service emails and no response. Their site clearly states that if you receive a faulty item, they will refund you. But, no dice. I was scammed $175!

Made a purchase on 25 November, received an apologetic message informing me of a delay on 27 November. Then on 10th December I received a full refund; no email, no message. Not good customer service at all. I chose Goodhood as I believed it to be as trusted place to shop as the End. Now I’ve missed out on all Black Friday deals elsewhere, furthermore everywhere has now sold out of my size. What a terrible experience on my first time returning to Goodhood after some time. Wont be returning.

Ordering from this company has, without question, been the worst customer service experience I’ve ever had. I purchased a top from Damson Madder and some storage crates from Hay, choosing to buy through Goodhood rather than directly from the brands because of the Black Friday discount offered and the advertised 1–3 day express shipping. Their express shipping was the only option to choose from at a price of £6.95, however because I needed the top for an event that week, I was fine paying this.

Two days after placing my order, I contacted customer service and was assured it had just been dispatched with next-day delivery and would arrive the following working day. It did not arrive, and I received no further communication. I emailed the company several times, commented on Instagram posts, and submitted a further help ticket on their website, which were all ignored.

It wasn’t until I requested a full refund, stating that if the issue wasn’t resolved by the next day I would report the company to the Insolvency Service and contact my bank, that they finally cancelled my order, issued a refund, and sent a very weak apology email.

If you value your money, time, and don’t want to be lied to, avoid this company at all costs.

Bought a hat, express delivery (not cheap) hat never arrived. Contacted company twice so far, no response 48 hrs later. I am so annoyed. I want my money back! Do not order from here. I had to use PayPal dispute to get my refund as they just never replied. What a rubbish experience!

All I can say is the service received from this company was great. I ordered on 1/12/25 and received 5/12/25.
Both Goodhood and the courier kept me informed all along re the delivery schedule and the trainers were well packed when received. My husband is very happy with them and I am very happy with this company!

I read the reviews on here after id made my order and feared the worst. Confirmation landed straight away but the delivery email took a 4 days. The actual delivery arrived a few days after that all in good order.

Great company used before loved the item as has clothing you can’t get most places as I like something unique.

Bought a skirt but when I got home it was faulty. You can't call the store and they conveniently haven't replied to any of my emails meaning my receipt is now past the return date. Resorted to posting the skirt back. Marked as received but still no correspondence. Really poor service!!

Do not order online from this store. I bought a new winter jacket (expensive) which never arrived. They emailed me initially to say there had been a delay but then completely ghosted me. I emailed them twice to ask about expected delivery times with no response. I even resorted to DMing them AND commenting on one of their instagram posts. I’ve had to try and get the money back from my bank instead, truly disappointed as I’ve heard the physical store in London is great.

Amazing store in London with great staff. Ordered some socks online and they came super quick..

No response to emails, customer service is the worst, wont be using them again , they send part order and trying to find out where the rest of my purchase are is impossible as they never reply to anything even to let you know when its arriving, trying to cancel order but again no reply

My trainers came, just as described on the website quick delivery with tracking updates. 5* service

Delivery to be made in two parts and second part hasn’t arrived over a week later with no further communication. The fact there is no way to talk to anyone is frustrating