The Fold London Avis 

Amended review following contact with senior Customer Services assistant. Once Shahnaz took charge then there was a vast improvement in communication and my complaint was resolved. I've not upgraded it to 4 stars because I should not have to put a bad review on here to get any assistance but, having done so, I am very happy with the customer service I then received.

Below is my original review.
My first, and what will be my last, order from The Fold was a pair of trousers in the sale this summer - let us not forget this is still a three figure sum. On first wearing the hem came down. I duly filled in the customer contact form explaining what had happened and asking them whether I should return for a new pair or they would repair or I would take to my dry cleaner and The Fold could pay. It took nearly 3 days to reply asking for a photo and a sign off that clearly implied I was lying and if I needed further assistance to contact them again. I sent the photo by return and some 2 days later I am still waiting for the courtesy of a reply. So this lunchtime I shall take them for repair myself and this will be my one and only purchase from The Fold. Very disappointing is to put it mildly.

What a great idea. You can order items from online stores and you get five days to try them on (starts the day they arrive at your home) before you’re charged. I found this really helpful.

The Fold. Great aftercare service. Very helpful and friendly to deal with. All sorted now and super happy. Thank you

I absolutely love The Fold! This is my go to wardrobe for an important meeting, when I want to feel professional, for moments that matter. Their flattering dresses and tailored jackets are superb! Well made, durable, comfortable and never failing to deliver a great impression!

I purchased a dress from The Fold on sale - wouldn’t buy at full price as the quality doesn’t match the price. The dress arrived quickly but was faulty - the zip was broken. Returned the item almost two weeks ago and the return request is still pending. Very, very slow in this day and age to process returns - will definitely avoid next time unless I know I will be keeping the item.

Boring, conservative and frumpy. And certainly not the quality one would expect for the price. Terrible customer service reviews too.

Great company, great customer service and I love the ‘Try Before You Buy’ service that is offered. It’s a great idea and allows you to try different sizes, styles and combinations at home without having to pay up front and go through the ‘waiting for a refund’ process. You simply return what you don’t need within the short timeframe given (5 days) and then only get charged for what you keep. Genius. Items are received in beautiful packaging too, and the process is very straightforward.

My order was received quickly and beautifully packaged. The Harper Try Before You Buy service is excellent - no hanging around for ages for refunds is great and the service worked so well. You just get charged for what you buy after the 5 day try on period. Well done The Fold for using this service!

Amazing customer service. From an initial text message that I received an immediate response all to way to helping me find the right dress that I was looking for. Great attentive help at the store. Very friendly, very professional. Also made a return very easy of an item that I bought online.
Such good materials and tailoring, most shops are all moving towards selling polyesters… thank you for the help.

Loved the try before you buy service. What I ordered came in beautiful packaging and the dresses I ordered were gorgeous.

Used the Harper try before you buy service, ordered a few things but sadly only kept one item, as the others didn’t suit me but clothes are great quality and would order from the Fold again. Only down side was an expensive top I ordered arrived very creased, didn’t even try it on as it looked awful,

I bought an expensive dress in the sale. It had been out of stock in my size so I knew it would have been returned. What I didn’t expect is that although the tag is on, the dress is grubby and crumpled. I have kept it because it is just what I wanted for a specific function, but I have had to have it professionally cleaned and pressed which is disappointing.

I found the customer experience with The Fold excellent, I bought a dress for my son’s wedding on line but first spoke to Shahnaz who was extremely helpful with sizing etc. The Mariano dress was light, comfortable and flattering, perfect for a sunny wedding day.

Outstanding customer experience from start to finish.
I love the quality and style of the clothes.
Try before you buy is amazing and a total game changer .

I think that the returns service should be simplified
I had a problem printing out the label and I had to ring customer services twice to sort it out

I purchased a number of items from the Fold to date, but won’t buy from them again.

Given the high product prices and additional delivery fees, I expected a higher standard of customer service.

I ordered multiple sizes with the intention of trying them on and returning what didn’t fit. The parcel was delivered on a Saturday to my building’s concierge. However, since the concierge is closed on Sundays, I was only able to collect the package on Monday. When I contacted customer service to return a few items, I was informed that their return policy allows returns only within 14 days of delivery.

From my experience, the Fold are very slow at processing and delivering orders, and in some occasions took several weeks to process returns and was beyond 14 days, which only works in their favour.

At this point I don’t feel like keeping any of the items and won’t be purchasing from them again.

This review is aligned to my previous complaint.
It’s important to provide positive feedback when it is earned, and I have nothing but praise for the Head of Customer Engagement who personally contacted me to discuss and importantly listen to my concerns.
Laura was very professional and understood my concerns. It is refreshing to have a retailer truly listen and want to improve going forwards.
I look forward to my next trip to the store and purchasing some more
Beautiful clothes.

I absolutely love my beautiful blue linen jacket but carelessly lost a button . Shahnaz in Customer Services couldn't have been more helpful and sent me a courtesy spare pack immediately.
Thank you to Shahnaz and thank you to The Fold for a beautifully tailored jacket .

What fabulous customer service especially from Shahnaz - excellent communication by email and phone and managing to secure the dress I was looking for. Great follow up too - so refreshing to receive such customer service - thank you so much. Also lovely to speak to Amy (I think) at the shop who organised the sale of my shoes.
I have two fabulous dresses for my son’s wedding next year x