Penelope Chilvers Avis 

Placed order 28/01 it’s now 06/02. Received confirmation email of order stating they were preparing for its dispatch but heard nothing since. Have tried to email but they don’t answer.
I noticed they were responding to Facebook comments so also commented there but again, no response.
Feelings like they’ve taken my money but this is a scam company.
Penelope Chilvers you claim to have Royal customers but you certainly don’t treat your customers like Royalty.
I’d love to hear from you, please do get in touch.

Did not order the correct number, so had to reorder. The shipping was amazingly fast - UK to US - ordered late Thursday night, and got the shoes on Monday. The return process was smooth, customer support was quick, and resolved everything. The shoes are gorgeous! Thank you Tatiana for support.

Awful. Thr boots were dumped in a field by the courier. Rather than been delivered to my husbands house. Immediately I called the courier company DPD who refused ti tell me the location of the boots or send the driver back. Instead i had to call the Penelope. I immediately called and what's app. At this tine I'm m sure if people had just responded the driver could of been sent back and my boots correctly delivered.

Penelope completely blanked me.. I left messages on two different whatsapp numbers. They didn't t even read them. I left various voice messages, no one called me back. Their Facebook they just told me contact customer services. I then made a claim via PayPal. They didnt even respond to paypal. I guess I am left to the take the issue to court.

I can't belive a company I've e loved for years and alway have bought their boots in the past have treated me this way.

Returned boots as too tight on calf despite measuring. Had notification of receipt of return. Since then, nothing. No correspondence, no call back, no refund! No nothing. Not impressed especially as this was my first PC purchase.

Excellent customer service and great selection of shoes to last years to come. I will certainly be a lifetime customer. Thank you Penelope Chilvers for going above and beyond. I recently bought a pair of boots and quickly received a refund and customer support team were very professional and helpful and notified that there was a glitch on their end regarding stock and the boot was sold out. They were very generous and provided a discount code which I used immediately afterwards and received another pair of boots. Best customer support team by far!!

I have two stunning pairs of boots (so far) and am looking to purchasing my third when they come back in stock. I have also been to the store in Stow, which I love to visit when I am in the area. Online customer service is the best! At the moment Tatiana is dealing with an ongoing query and she really couldn’t be more helpful.

I’m really disappointed in this company . I returned a pair of boots the same day as they were very wide . The quality is lovely . I had to chase them up several times for a refund . It’s amazing how long these companies keep your money . I would not order online again . I think it’s disrespectful to keep you waiting and having to chase the company up twice to get my money back

I’m having problems with Penelope Chilvers. I ordered a pair of shoes a few weeks ago but have still not received them despite emails and many phone messages left customer services has not replied.
I returned a jumper on the 9th of Jan and have still not received a refund. It is impossible to get a response from this company hence my review on here. I hope someone is reading it! I used to be a great fan of this company but now I don’t feel I can trust them.

Hello, this is my second purchase of boots from Penelope, I'm delighted with the quality of the shoes and the excellent customer service. Thank you ❤️

Very high-quality boots. Also, customer service is incredibly responsive and accommodating to the customer.

Beautiful boots which unfortunately didn’t fit me but great customer service getting them refunded. I would definitely shop here again!

Lovely boots but mine have a slight
defect but I still have to pay for the return fee as they have no replacement.
I live in Italy. Customer service slow and quite useless really.

I recently purchased a pair of ankle tassel boots in the sale. They were more expensive than I usually pay but after wearing them today for the first time I’m really delighted. Mine have a wool lining and are very cosy and comfortable, look great and are really well made, worth every penny. I’ve also got the protector spray, leather food and the lovely soft brush to keep them looking good. All items arrived quickly and were very well packed.I could not be more pleased.

Avoid, avoid,avoid! Made an order with them during sale event and received a faulty pair of shoes. Made pictures and videos, and contacted their customer service. They told me to ship the shoes back to them and they would send an exchange once they receive my package. To my surprise, few days later after the package was delivered back to Penelope Chilvers, I received an email saying that they have processed my REFUND. To which I again emailed them and stated that I was waiting for an exchange, the same customer representative *Annabel* replied that due to an error they processed a money refund and I should place a new order at my own convenience. (The sale event was over) They also deducted shipping cost of 25$ from my refund. I was completely flabbergasted at a total indifference of their customer service to this issue and complete lack of desire to resolve it! your company sends a faulty made shoes to me (which was a Christmas gift btw) I immediately reach out and send them back for exchange, to only get my money back minus 25$ which I lost because of your non existent quality control and extremely poor customer service. That whole experience with their customer service was horrible and the fact that they send faulty shoes to customers made me not want to deal with that company ever again.

Ordered and received short Inclement boots at end November. Fitted great, liked them so much ordered the long boots with express delivery (supposedly 2 days) in the same size intending to send one pair back. Heard nothing, after four days emailed saying not received and give them their due they credited my delivery charge and sent them out next day. Boots arrived. Cannot tell you how disappointed I was. Despite ordering the same size as the short boots they were too small in the foot, too narrow in the foot and although I had used the online width chart for the leg they were no way going to fit my calves. I returned the boots but emailed the company asking for a swap for a larger size/width so as to get the same sale price (and of course I still wanted them), no response for days then an email saying they are being refunded. Even though I had asked for an exchange after being messed about so much there was no reference to this. ~Very disappointed! How the same boot in a long and short version can be so different beggars belief!! No phone number to contact, waiting days for an email response the communication aspect is appalling!! They HONESTLY should not be selling online as they are clearly not geared up for it. Have ordered from F & F today as at least they do look after their customers. Still awaiting my actual refund.

Bought a jumper for £175..in stock via website
1 week later zero feedback with regard despatch.website promised delivery 3-5 working days.
Can’t get through on customer care line .Forces you to leave a message as all of their staff are helping other clients.
Got email asking for feedback on the customer service which amused.
Eventually got through to young girl who said oh sorry that’s out of stock.
Penelope chilvers will take 3-5 days to process a refund .So they keep customers money and make interest on it and they don’t let the customer know that they will NEVER receive their item.
Terrible stock management at best . At worst what a lovely scam .keep all the customers money for a few weeks in their bank!
AVOID!!!!!

Received boots! In worn condition! Marks and soiled. Caked in mud! Why would you accept such a return from a customer and then fob it on to a customer who purchased in good faith!

Placed an order on 21 November which was confirmed. After 10 days I had heard nothing about dispatch so emailed to ask for the order to be cancelled. I got a response the same day to say that the due to a system error the item I had ordered was actually out of stock and that someone should have contacted me to let me know. They confirmed my order was cancelled and a refund was being actioned, I would receive email confirmation of this.
On 4 December no email had been received and no refund received so I contacted customer services again to ask when the refund would be processed. 5 December I get an email response to say that due to a system error the refund hadn't been processed. Apparently it is now being processed, let's hope so!
A lot of "system errors" for such a high end company. Not good enough in my opinion so won't be looking to purchase anything in future and will go back to my Fairfax and Favor.

Boots never consistent in sizing and refunds very slow.
Personally don’t bother trying to buy online sizing is too varied. Returns cost as well and refunds are slow often had to chase.

A joke, not a normal nowadays company.
They show themself as premium company with premium products, we can't say about product because we didn't get it, but customer service definitely isn't premium.
1. 3 days after placing order they wrote that size isn't available.
2. 2 days after mentioned message web shop still shows that size as available.
3. Chosen model have size variations not only in feet size - they didn't ask would other size (wider or higher) would be good.
4. Money was taken away immediately, but returned in 2nd day after message, this could be kind of ok if they would return all money - delivery money wasn't returned and additional request was necessary!
5. For first buy there is 15% discount, which was used, as compensation for issue they offered 10% discount.. so now instead of 15% is 10%, lol.
6. People are being sorted by this company, if you are in UK you have bigger discounts than in EU.. it normal when different sellers, distributors have different prices, but haven't seen that one seller have different prices based on your location, would be normal if delivery, taxes are different but not price for product itself.

Maybe products, if you can get one, are good, but service isn't.