The Great Divide Avis 

I bought a hat from the great divide. It arrived in good time but I decide I wanted to return it, using the great divide return process.

Unfortunately the return hasn’t made it out of the Royal Mail sorting facility and the great divide haven’t replied to any emails asking for them to support.

So basically the customer service has been entirely non existent and they’ve stolen money from me!

I’ve never been in this position and have no idea how to get in touch with them or how to pursue my money from them.

UPDATE following your response on trustpilot:

Following your reply below, I have messaged on Instagram, all your email addreses including the email on your website and the email provided on Trustpilot, both of which are different email addresses.

Given the total lack of reply to all formats. Your response to this review is a complete and utter gaslighty reply.

If you want to actually resolve the issue and not ignore me while pretending to have not received multiple emails to the email addreses you provided for contact, the order number is TGD42545.

I would not have left the review if you were replying to emails or instagram comments. You've shut down your instagram messaging service and removed any mention of a phone number (shock) so I have no other way to contact you.

I don’t usually respond to surveys, but credit where credit is due. Had a problem with a return and the customer service team were outstanding in helping and resolving the issue. Buy with confidence. You will be looked after!!

I ordered an Ebbets cap but received a completely different make than the one I purchased. The total order value was £55.99, yet I was initially refunded only £50. I then had to chase customer service to recover the remaining £5.99. Had I not followed up, I doubt I would have received the full refund owed to me.
Overall, this was a very disappointing experience with poor customer service and a lack of attention to detail. I won't be ordering from them again and will be taking my business elsewhere in future.

Rlly excited for this release, just disappointed. I’ve listened a few times, so it’s not just first listen syndrome, but I just don’t enjoy it. TBH it all just sounds the same

I ordered a pair of shoes from thegreat-divide.com on March 13th in size UK 10. Seven days later, I received the package – unfortunately in the wrong size (UK 11).

What followed was a time-consuming back-and-forth with customer service. I had to provide documentation, find a place to print a return label, repackage the item, and ship it back myself. After all this, it took from March 24th until April 15th before I received a replacement.

To my surprise, the replacement was again the wrong size (UK 11).

After contacting customer service once more, I received an apology – but was also informed that they would not send a new replacement. Instead, I was asked to return the item yet again for a refund.

It is difficult to understand how the same mistake can happen twice, and even more frustrating that the company refuses to correct it by sending the correct item. This is a basic fulfillment issue that should have been resolved the first time.

In reality, this meant wasting a month and a half on a simple order, only to end up with nothing.

Overall, this has been an super frustrating experience, and the customer service has failed to resolve a very simple problem in a satisfactory way.

The review summary says it all…. HUGE room for improvement. I ordered a pair of jeans in the sale, when the package arrived it contained a completely different pair of jeans. I didn’t want to incur cost to return so I reached out by email to Joe@. Ended up being asked for images to prove that TGD had messed up, ie, “we don’t trust you”!! Then ultimately they sent me a paid for return label. In all honesty, I forgot all about the refund until earlier this week, and I emailed Joe@ and asked if they had sent the refund as I hadn’t seen any notification… in no time I got a notification saying it had just been actioned… in short, if I hadn’t have enquired I don’t think I would have ever got the money back. I buy all my clothes online - Kafka, Pegg’s, Clutch etc, all outstanding. The Great Divide, dreadful.

I ordered 2 pairs of trainers in the brilliant sale, they were delivered within 2 days.
1 pair were the wrong size,
I emailed to let them know, replied straight away, apologised and got the proper sized ones sent there and then, without having to wait for the others to be sent back
Absolutely amazing, friendly, helpful people
I DEFINITELY recommend this company

Purchased some socks from the website and when they arrived they were far too small and not as per the website description. I then checked multiple other sellers that sold the exact same product, who all labelled them with a smaller size. I flagged this up to 'Great' Divide and they claimed they were right and all of these others sellers were clearly wrong and have then just ignored all further communication.

Firstly super quick delivery,ordered Monday delivered Wednesday,quality products at a decent price.
Staff friendly and helpful will definitely order again from this company 👍🏻

I have a completely different experience with The Great Divide. I placed an order and received it the very next day. BUT I received an item that I didn’t initially order. The packaging itself was a bit sceptical for the item I ordered. Anyway, less of the negative stuff! I contacted The Great Divide as soon as I could and explained the situation, and someone named Joe contacted me straightaway and also customer services too. I explained the problem, and within the same timeframe, they responded and offered to help me with the issue. Within 48 hours, they resolved the problem. As I say, less of the negative things. When a company puts the customer first, it deserves to be praised for its services.
Genuinely thank you for helping me, Joe, and the customer service team, top class.

Absolutely dire. Absolutely avoid. Sent me an item in a completely wrong colour way & in a thin crap Jiffy bag, yet charged full P&P, which sent my spidy senses tingling. Drafted an email outlining the above & clarifying that in this instance due to their error they would not be setting the clock on the return window countdown, in addition to their returns policy not being at all in line with current UK consumer legislation. All content was polite. Received quite an outraged reply enquiring as to why I had “escalated”. Ok. I also received clarification that I would recieve a full refund.
Returned the item, it was received on a Saturday, by the Thursday had not heard a thing. Chased, received 2 separate refunds, but the pettiness was saved until last. He withheld £5.99 for the p&p.
Contrary to the assertion in the reply below, it was not “explained” that refunds would be processed in such a piecemeal fashion. And just for the record what retail business ever, ever has to refund in separate blocks for one singular item? Did I pay you for my purchase in instalments? No. So just make the refund in full already. Noticeable that the reply has not referenced anything in regards to their fully illegal and misleading returns policy practices, whereby they deliberately mislead the customer about their rights and restrict rights. Given that the owner of this company whom is listed on Companies House as working as a practising accountant, will definitely know this.
There are way to many, many other business's whom in the current climate will really appreciate your business. Do not waste your time.

I ordered 2 matching items last week. After not hearing from them I emailed to find out a delivery date. They have replied saying one item is out of stock and offered me a refund. How long would it have been before they got in touch if I hadn’t asked the question?

Really good experience purchasing from TGD. When I queried whether a pair of shoes came with the extra laces (as sold by the manufacturer), they offered me a discount as a gesture of goodwill since they did not. The item arrived quickly also. Would 100% purchase from them again

Fantastic service as always, they go above and beyond to make sure you get exactly what you want, if you’re not 100% satisfied they rectify the problem extremely quickly, been a very satisfied customer for a few years now.

Knowledgable team, top quality service. Not sure where the negative reviews come from, my experience was super friendly customer service, speedy delivery and accurate info that led to me getting product sizing spot on first time! Will be back

Used to be great. Really chaotic, they emaild me changed the order which i agreed. Then never shipped it. I chased up the order after receiving a confirmation email of the order only to be told my order was out of stock. Really poor customer service and delivery and warehouse process is just a mess and really frustrating.

Ordered a shirt from them, took a long time to arrive but that’s ok. It arrived and was a weird shape, shoulders a lot bigger than the chest, not their fault they didn’t make it. The reason for a one star is that if you have an on line shop returns are part of the process if it doesn’t fit, so you have taken £10 off the price I paid as a refund value. If I pay X I want X Back,

Jakob was extremely helpful. There was a fault with the garment I bought and they could not replace it, as the product had sold out. Jakob sorted it perfectly.

I was about to buy some items in the Great Divide Sale, but fortunately checked reviews here first.
I also noted that they say that sales items cannot be returned: "ALL SALES FROM OUR OUTLET SECTION ARE FINAL. THESE SPECIFIC PRODUCTS ARE NOT ELIGIBLE FOR REFUND, RETURN OR EXCHANGE UNLESS DEFECTIVE, NOT MATCHING THE DESCRIPTION OR FAIL TO PEFORM."
As per the govt website 'Accepting returns and giving refunds: the law' this would appear to be illegal: It’s illegal to display any notice that deliberately misleads consumers or deceives them about their rights, for example a sign that says you do not accept returns or offer refunds.
I have reported this to the CMA.

The customer service experience from Jessica has been outstanding. Incredibly understanding and accommodating of customer needs. I have received measurements of different sizes for a jumper I absolutely love. I have been helped with returning / swapping for a different size. Replies have been same day and all my queries have been answered.
Would recommend The Great Divide to my friends and family- they have a fantastic stock and delivery has always been prompt. Thanks again.