Used the Try before you Buy service through Harper. As I have mobility issues this was fantastic. I kept all the items I selected. Would definitely use again for such lovely pieces.
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Lisez les avis des autres
I loved my first experience at The Fold! I texted in advance and my clothes were waiting for me to try on in a lovely, spacious and light changing room. Water was offered which really helped in a hot... Voir plus
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I recently purchased The Fold’s beautiful lace dress for my 60th birthday party! Absolutely gorgeous dress so many compliments. Had a small discrepancy I was contacted Shahnaz who dealt with it quic... Voir plus
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I purchased pair of trousers which were too large.i received confirmation of my return on 4th September But my refund is still 11 days later not been sent, why hold on to peoples money which caus... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
The Fold is a contemporary British label focused on dressing and inspiring the modern, professional woman.
Coordonnées de contact
28 Cadogan Place, SW1X 9RX, London, Royaume-Uni
- 0207 336 7599
- info@thefoldlondon.com
- thefoldlondon.com
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295 avis
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A répondu à 100 % de ses avis négatifs
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I purchased the Tierney georgette…
I purchased the Tierney georgette blouse costing £195 in February, worn it at least 4 or 5 times. Bought this blouse as believed I was buying a quality item but unfortunately the material is of such a poor quality, frayed buttons, material marked and a flaw on the front. I reported it hoping for an exchange or some sort of compensation on my next purchase. However no such luck - disappointing. Not sure if I will remain a customer.
26 février 2025
Avis spontané
Réponse de The Fold London
Dear Stephanie,
Thank you for your review.
We are sorry to hear this. We can see that our Customer Care Manager has reached out to you directly with a resolution.
Of course, if you have any further questions or require any further assistance then please feel free to get back in contact.
Kindest regards,
The Fold Customer Care Team
Absolutely no customer care!
I ordered a pair of bridal shoes for my daughter for her wedding in May at £350! When the arrived there was a mark on the right shoe. We returned the shoes, and after several emails to customer service (I use that word lightly!) and 3 weeks later, I still have not received my refund. My daughter loved the shoes so I ordered a new pair so have currently spent £700 on shoes and I think is unacceptable that it is taking over 3 weeks to receive a refund for faulty items. Perhaps Polly McMaster should look a little closer as to how her business is actually run. All very well offering luxury items but where is the customer care for your buyers?? Not good enough.
22 avril 2025
Avis spontané
Réponse de The Fold London
Dear Lise,
Thank you for your review.
We can see from our records that your return was received back to our warehouse on 17th April, and your refund for this was then processed on 23rd April - the slight delay here being due to the extended Easter weekend. As per our Terms & Conditions, once a return is received, it can take up to 7-10 business days for your refund to be processed.
In regards to your damaged item, we are of course ever so sorry to hear this. This definitely does not meet our high delivery standards, so we have been sure to raise this with our third party warehouse provider to investigate. As an apology for this, we have refunded both shipping fees on your original order and on your new order as we understand that we fell short on this occasion and that these we purchased for a very special day.
Again, we truly do apologise for your experience, and we hope that your daughter has a beautiful day.
Of course, if you require any further assistance then please do let us know.
Kindest regards,
The Fold Customer Care Team
No reply to customer service complaint…
No reply to customer service complaint in a week, very poor construction of $900 dress, zipper takes 2 people to carefully zip for fear of breaking. If a USA customer be careful and avoid if research more reputable product design and customer service.
12 avril 2025
Avis spontané
Réponse de The Fold London
Dear Betsy,
Thank you for your review.
We received correspondence from you on 21st April regarding your enquiry, which we can confirm that we responded to the next day. We also reached out to you again on the 24th April since we unfortunately have not received a response from you.
Our Customer Care Team will continue to try and contact you so that we can resolve this issue for you as soon as possible.
We hope to hear from you soon.
Kindest regards,
The Fold Customer Care Team
Appalled by The fold and lack of service
Appalled by The fold and there distinct lack of customer support and service. I recently bought a dress and wore it for the first time. The lining at the back was badly stitched and the dress did not hang right. In straining to try and adjust the way the split sat the lining ripped due to the way it was stitched. I wrote to the fold wrongly assuming that the price of the dress would correlate with a level of service that would help me. Sadly very wrong and would definitely not recommend. There advice is to go and find a tailor to get it fixed despite have paid over 400 pounds for a badly made dress.
18 avril 2025
Avis spontané
Réponse de The Fold London
Dear Esther,
Thank you for your review.
Again, we are truly sorry for your experience - we do not want our customers to be disappointed in such a way.
After further correspondence with our Customer Care and Garment Tech team, we hope that we have come to a satisfactory resolution in offering to repair your garment for you.
Thank you so much for your patience and understanding in the matter, and please reach out to us at info@thefoldlondon.com should you require any further assistance.
Kindest regards,
The Fold Customer Care Team
Try before you buy was just amazing
Try before you buy was just amazing. Practical, professional and so easy.
5 avril 2025
Avis spontané
Réponse de The Fold London
Dear Ana,
Thank you so much for your review!
We agree, our Harper Try Before You Buy and at home Concierge styling services are an amazing and easy way to try our beautiful collections in the comfort of your own home.
We're so glad that you enjoyed your experience, and we hope that you shop with us again soon.
Kindest regards,
The Fold Customer Care Team
The dress was beautiful
The dress was beautiful, but I had to return both sizes as I fell between them.
Shahnaz in customer services was fantastic and helped me through the returns process.
I wouldn't hesitate to recommend The Fold as very lovely clothes and very helpful customer services if you need them.
4 avril 2025
Avis spontané
Réponse de The Fold London
Dear Jane,
Thank you for your kind words.
We're sorry that your dress did not work on this occasion, but please do feel free to reach back out to the team as we would be happy to provide some further suggestions!
Kindest regards,
The Fold Customer Care Team
Beautiful clothes, excellent customer service
I have just recently discovered the Fold range of clothes whilst looking for a dress for my daughter’s wedding. I had a really lovely personal styling appointment in the London store where the staff could not have been more helpful. Since then I have used the mail order service to finalise my outfit. I had a few queries regarding shipping and the customer service support was excellent. Thank you
4 avril 2025
Avis spontané
Réponse de The Fold London
Dear Jen,
Thank you for your review!
We're so glad that you enjoyed your personal styling session in Store and that our Customer Care Team were able to assist with your questions.
Please feel free to reach back out to us if you require any further assistance.
Kindest regards,
The Fold Customer Care Team
Excellent Customer Service
I would highly recommend The Fold. The clothes are stylish and excellent quality. The customer service provided by Shahnaz was superb, she was helpful, friendly and professional. My enquiries and requests were dealt with immediately. An exemplary service. Thank you.
21 mars 2025
Avis spontané
Réponse de The Fold London
Hello there,
Thank you so much for your kind review!
We are always here to help, so please do reach out to us at info@thefoldlondon.com should you ever need any further assistance.
Kindest regards,
The Fold Customer Care Team
The chlothes travel really well!
I already gave a review of what I bought not long time ago, but I wanted to add another feature I discovered and helpful for business women, who travel like myself. On a recent trip, two shirts and a pair of pants from the Fold had gotten quite wrinkled, because I had done a poor packing job. I hung it all in the bathroom with the hot water running ( shower). Next day totally wrinkle free and without the use of an iron. I wish you would set up a store in the EU, so I could save the extra taxes..
19 mars 2025
Avis spontané
Réponse de The Fold London
Dear Hanne,
Thank you so much for your kind words!
We pride ourselves on our durable and crease-free fabrications, and we are so glad that these provided for an easy travel experience for you!
Kindest regards,
The Fold Customer Care Team
Responsive and reasonable customer…
Responsive and reasonable customer service
24 mars 2025
Avis spontané
Réponse de The Fold London
Dear Amanda,
Thank you so much for your review - it is greatly appreciated!
We hope that you shop with us again soon.
Kindest regards,
The Fold Customer Care Team
I ordered a dress in 2 sizes for my…
I ordered a dress in 2 sizes for my daughters wedding. I wanted my daughter to see the dress and they kindly extended the return time for me. Shahnaz was very helpful and responded quickly to my questions.
The packaging and return procedure was excellent and easy to do.
I am very pleased with my dress and will consider using The Fold in the future
20 février 2025
Avis spontané
Réponse de The Fold London
Hello there,
Thank you so much for your kind review of our products and services - it is greatly appreciated!
We hope that you shop again with us soon.
Kindest regards,
The Fold Customer Care Team
My order was shipped to the wrong state…
My order was shipped to the wrong state and they refused to replace or refund it, and they are only accessible by email or social media. Four emails later, someone finally responded. It was a robotic response saying they would investigate and get back to me
28 février 2025
Avis spontané
Réponse de The Fold London
Dear Ingrid,
We hope that you are well.
We have had a look on our system, and we are unable to locate your credentials or any email correspondence from you.
Our Customer Care Team took a call with you a couple of days ago, and we believe that you are referring to an order from another business with a similar name, as you were also referring to an item that we appear not to stock.
In the meantime, we will contact TrustPilot to see if we can obtain your contact details so that we can hopefully point you in the right direction.
Kind regards,
The Fold Customer Care Team
Beautiful item, badly packaged
I recently bought a coat,which is beautiful. However, the way it was packaged means it has arrived extremely creased. I will need it professionally steamed/pressed to be able to wear it. For the price paid I am disappointed. I have bought from other brands, and items are delivered on the hanger, crease free.
20 février 2025
Avis spontané
Réponse de The Fold London
Dear Lisa,
Thank you for your review.
We're ever so sorry to hear this! If you could please drop us an email at info@thefoldlondon.com with some images of how your item arrived, then we can certainly look to make this right for you.
We look forward to hearing from you, and apologies again.
Kindest regards,
The Fold Customer Care Team
Outstanding experience
Service was excellent; the quality of the clothes outstanding. Attention to detail and the way the staff listened to the customer (me!) was brilliant.
8 février 2025
Avis spontané
Réponse de The Fold London
Dear Rebecca,
Thank you so much for your kind review!
We hope that you will shop again with us soon.
Kind regards,
The Fold Customer Care Team
Everything was just amazing
Everything was just amazing. From the styles to the excellent, skilled and proactive staff. We really had a great time at The Fold (as many times before). The customer service is without comparison.
25 janvier 2025
Avis spontané
Réponse de The Fold London
Hi Line,
Thank you so much for your review!
We're so glad that you enjoyed your time in store with our wonderful stylists - we hope to see you again soon.
Kindest regards,
The Fold Customer Care Team
I have returned items and no refund received
I have bought few items which I've returned. We are now on the 30th Dec and the items were received on the 13th, however i still didn't receive my refund. I have emailed and chased the customer care service only to received automatic emails and an email saying my money have been refunded without that being actioned. This is a very disappointing experience taking in consideration the prices of the products.
30 décembre 2024
Avis spontané
Réponse de The Fold London
Hello there,
Thank you for your review.
We can see that one of our Customer Care Agents has reached out to you directly regarding this.
Due to a technical issue, unfortunately your first refund failed. We are very sorry about this. However, we can confirm that after consulting PayPal that the second time your reimbursement was issued successfully.
Again, we are truly sorry for any concern caused, and please do let us know if you require any further assistance.
Kindest regards,
The Fold Customer Care Team
Excellent business wear
1 décembre 2024
Avis spontané
Réponse de The Fold London
Dear Susan,
Thank you for your review.
As always, please free to reach out to us at info@thefoldlondon.com should you require any styling assistance.
Kindest regards,
The Fold Customer Care Team
MOG dress
Bought a beautiful Fold dress for my son’s wedding - I love it and customer service was exceptional!
19 décembre 2024
Avis spontané
Réponse de The Fold London
Dear Sophie,
Thank you so much for your review.
We're so glad that we were able to help you for this special occasion!
Wishing you a wonderful New Year.
Kind regards,
The Fold Customer Care Team
Excellent customer service
I placed an order but was then worried it would not arrive before I went away for the holidays. The Fold team followed up immediately to confirm when shipped (it was shipped so promptly), and again to follow up with tracking information and to confirm it would arrive in time. I was very impressed with the excellent customer service at a stressful time.
20 décembre 2024
Avis spontané
Réponse de The Fold London
Dear Catherine,
Thank you for your review!
We're happy to help.
Wishing you a lovely New Year.
Kind regards,
The Fold Customer Care Team
Excellent customer service
Excellent customer service. Prompt and very helpful.
12 décembre 2024
Avis spontané
Réponse de The Fold London
Hello there,
Thank you so much for your review.
We're happy to help!
Please feel free to email us at info@thefoldlondon.com should you require any further assistance.
Kindest regards,
The Fold Customer Care Team
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