Velvet by Graham & Spencer Avis 

I ordered two pairs of trousers, which did don’t suit me. I sent them back immediately. I was only refunded for one pair as, apparently, one pair had a tiny mark on them, which I know was nothing to do with me. I had tried the trousers on in our bedroom for literally a minute, then packaged them up and sent them both back. I received an email saying that I would not be receiving a full refund and one pair of trousers would be sent back to me which hasn’t happened. I asked for someone to call me, which apparently is not their policy. I have never been treated like this by any other company. Terrible so please be aware.

I made the mistake of purchasing an expensive dress directly from this brand’s US website, paying premium prices plus international shipping and a poor AUD to USD exchange rate. Unfortunately, I didn’t realise until after ordering that their refund policy only applies to US customers.

When the dress arrived, it looked nothing like I expected and was a terrible fit. As with any online clothing purchase, you can’t try it on before buying, so I requested a return for a refund. My request was refused simply because I live in Australia.

What is even more disappointing is that I have since sent three separate emails through both their customer service email address and online enquiry form asking them to reconsider this policy. I have not received a single response.

For a premium-priced clothing brand, this level of customer service is unacceptable. I genuinely don’t understand how a fashion retailer expects international customers to shop with confidence when there is no option to return unsuitable items.

I will never purchase from this brand again and strongly recommend that anyone outside the US thinks twice before ordering directly from them. The clothing is expensive for what it is, and the complete lack of customer care has been incredibly disappointing. There are plenty of other brands that value their international customers—shop with them instead.

I purchased a crossbody bag online. I received it in a timely manner; however, the quality was terrible for the $90 price point. The hardware was cheap and the bag itself had no structure. As a result, I posted a negative review on their website and it was never posted. Don’t trust the reviews which leads me to believe that the company is untrustworthy as well.

I have ordered a Jacket and I have received an email from UPS in charge for the shipment informing of the payment of the VAT for goods from UK to Italy (euro 146! For a corder of euro 350) and this was not clearly stated in the web site and the goods were returned to the sender. But the real issue is that I have sent several emails to the customer care and I HAVE NEVER GET A REPLY NOT A REFUND YET. So very bad experience: non clear information on the website if you make an order from abroad and inexistent customer care. I hope I will receive the refund (the order was placed the 6th of January).

Don’t buy they a sham!! Don’t waste you money and time !!! Scam

A, complete scam avoid this, site won't get what you expected, won't refund money

Don’t bother waited 2 weeks for a coat to come cost £65 and the material is awful and it’s faulty with stitching coming out near the zip.

This is some of the worst customer service I have experienced. You can only reach them by email and days later they respond with an evasive message. My order on 12/21 has still not shipped and it’s 12/30. They only can send me new tracking, which shows my order has not even been picked up. To make up for their mistake, they can’t ship it express mail but it’s send via ground again.

If you can go to the store, I highly recommend or find another designer. They don’t seem to care for our business.

I placed an order on 22nd of August received order 2 days later. Returned the order because items did not fit : returned via postoffice + signed. Package was accepted and signed for. Then it stayed awfully quiet. Send email to customer service, another one and another one… still no refund received …

This company is a sham. The customer service number is out of order. I tried to use my order number on the link via website it did not work. I tried to email for help and never got a response. I sent my items back on my dime and will
never order again.

Dreadful customer service. An order I placed in June 2022 never arrived. After 2 weeks the customer services department said it had been found and was on its way back to them and it would be sent out to me again. But I never received it, I was credited with the amount, and never heard anything more from Velvet! I sent an email expressing my surprise and disappointment, which has never been acknowledged or responded to. The items I ordered are still available - clearly they are not really interested in sales……and they are extremely discourteous.