Chums Avis 

I have been a customer of Chums for several years and have always found delivery to be consistent and the quality of the goods always reflecting the price paid.

However, as using the phone is problematic, I have attempted to contact Customer Service about an issue, three times via their online ‘contact us form’ and received no response.

Sadly, I will now be ordering from elsewhere.

We would rate it less if we could
Ordered puzzles on 11/12/25 cost £31 including postage sent wrong ones, rang them told them they had sent wrong ones, ok they said we have the right one in stock we will send it out to you after you pay for them again and express delivery! My mother did, oh how wrong!
But you won’t get a refund for the first lot until we have them back at the warehouse! They arranged collection given 5 dates that they would be coming to collect. Then get a letter through the post saying sorry you jigsaw is out of stock. Please ring us to arrange a refund! So did. Asking what year was the other parcel being picked up as 5 dates had gone for no one to turn up! But still can’t get a refund until they get it back. Finally get a refund for second jigsaw which was out of stock but not for postage even though they didn’t send it another 2 hours on the phone arguing where is her refund for postage well you don’t get a refund as you are returning it! NO you didn’t send it. And so goes on finally 6 weeks gone by and still arguing over the postage but today finally a refund for it and the parcel that was sent wrong has gone back and a refund for that as well

This was your response to my review
"Thank you for your review and please accept our sincere apologies for the delay in responding to you.

I am very sorry for any frustration that this may have caused.

We would really appreciate the opportunity to look into this further and ensure a resolution is reached as quickly as possible.

I have requested further information from you via the Trustpilot platform and would be grateful if you could respond with the details we require so that I can reach out and put this right.

We look forward to hearing from you.”

Just a load of fobbing off, you also said on my Feefo review that you had contacted me via email (this is a lie)
I don’t know what further information I can give apart from the order no (6189729) and the fact that I have not received it after more than 3 weeks since the order date and when you took my money.
I have messaged and emailed with no response whatsoever.
As far as I am concerned chums is a fraudulent company and I will be taking this further.
Yours D Pratt.

Reached out to you Rachel,

Are you going to make good on your statement or was it for the reviewers who look at these sites first.
No contact since sending you information as requested. Moving forward I think it’s best I don’t hear from you and let people appreciate how much this might cost them in hidden fees…

£10.05 for a phone call to place an order with this company. My father was put on hold bounced about between call operators… who I am sure sitting next to each other laughing at the money they are extorting from vulnerable people. Should be highlighted what they do to people and the older generation they target this type of company needs to have trading standards look at them

I brought a pair of boots from Chums, on the third time of wearing the boots, the lace up eyelet came away from the boot. I returned the boots Via their dedicated courier and asked for a refund due to poor workmanship. I have tried contacting their customer service four times to no avail. Their customer service does not exist. I have raised a dispute with pay pal and wait in anticipation but not much hope. Beware of Chums their products and service are rubbish my wife say's I not allowed to swear.

I ordered a pair of walking boots in the sale. They looked really nice and were very comfortable, initially I was very happy. As with all new footwear that I buy, I treated them with a protective spray, but when walking out in wet weather they became badly water-stained and look awful. Very disappointed, won’t be buying from them again.

I ordered 5 multipack jigsaw puzzles from Chums. The weight of the parcel was probably about 10kg. The items were dispatched in a black plastic bag. No box, no bubble wrap, no protection whatsoever. Needless to say when they arrived, there was significant damage to the items. As there is no guarantee that this won’t happen again, I will be seeking a refund rather than a replacement.

No responses either to two emails. The first one around delivery as my order sat at Evri’s depot for the best part of a week before being delivered. The parcel was a hot mess. It was muddy and the bag was burst open in several places but that was hardly a surprise. I know Evri has its own issues but the original packaging itself was an epic failure on the part of the warehouse.

The second email was about the damage to my items, including photos, but to date there has been no response….crickets!

So I phoned. It will take a week for my parcel to be collected unless I want to carry a 10kg parcel to the Post Office myself. It will then take the best part of two weeks for a refund! I originally wanted replacement items however there is no guarantee that the items will be replaced in appropriate packaging.

What a shocking way to run a business!

Good quality products, fast delivery and exchange.
Previously bought several pairs of trousers for my husband, all good quality and generous sizes.
Bought myself 2 pairs of fleece lined jeans - very warm however the elastic waistband requires a drawstring or a belt as they are heavy and slip down. I exchanged the other pair for the fleece lined trousers with drawstring waist - not as heavy but they do stay up. Very pleased with the fast exchange service and delivery - will buy from them again.
Surprised to see so many negative reviews as I have mostly been delighted with the products, service and delivery from this company.

I can only hope that folk read trust pilot ( and other platforms) BEFORE even thinking of wasting your hard earned money on this sham of a "company".
Their clientele are the older generation. My mother is 84 and my dad 88. Very old school, send cheques and write order forms to post. I'm sure alot of folk are still like this however, which is probably why chums is still trading. Expensive items and ridiculous postage charges. My parents aren't going to shop around.
I got involved when my mother had ordered a duvet. Nearly 2 weeks later-it arrived and they sent the wrong size ( ordered a super king, received a double - which was only found out, upon measuring it as there was no tags on it!) it was a cheap, nasty product. She asked me to organise to send it back. My mother ( as mentioned is 84 and housebound ) to get it back to them, she would have had to walk to an evri shop ( 1mile away ) carrying a bundled duvet! No collections were offered despite it being chums' fault. I called them and the office was closed around 2pm. The next day, I called again... I was on hold for around 30minutes. The call handler assured me everything would be refunded as we couldn't wait another 2 weeks for another duvet to arrive!! I asked if her postage would be refunded ( £5.95 ) as this was an issue with chums, not my mother so its on them! Eventually, they agreed. I took it for her to the evri shop.
The cheque arrived around a month later. Minus the delivery.
I called and again, on hold, or closed so I resorted to emailing. Around a week later I got a reply. Aparently the cheque was sent on 22nd October. It never arrived. I emailed again asking them to reissue it as clearly they can see it had not been cashed ( if indeed it ever existed )
Here we are- 17th January 2026 and my mother has never had her £5.95 refund for an issue that was their error. Times my mother has said " just leave it " but I'm disgusted with this sham of a company and it riles me just howmany other elderly folk " just leave it " because they wear you down. This is months worth of chasing to get absolutely nowhere.
Despicable customer service and whomever few staff they have, really should have a word with themselves about their morales.

I ordered an item for my dad's 84th birthday on the 8th of December. His birthday is the 15th. The item did not arrive. I thought it might just arrive in time for xmas but no. After Xmas it still hadn't arrived so I sent an email to complain. It was ignored. I sent a second email chasing it up. I heard no reply but then out of the blue, the package arrived. On the 13th of Jan! So more than a month late. No apology or explanation. I am the Consumer Affairs Correspondent of The Times and I recommend you avoid this retailer.

Order has never arrived. Company don't respond to emails. Trying to get a refund but nothing yet. Don't use this company!

Lord only knows how this company remains in business - might it just be a front for something? On a previous occasion I was charged for delivery although the order was in three figures. I put this down to possible carelessness on my part for not ticking a box or something, so on this occasion I made absolutely certain that my order qualified for free delivery. Tough mate, you WILL pay £7.95 so I lost out again. Three emails asking for £7.95 credit went unanswered of course, and they even have the nerve to charge for telephoning them! All their catalogues will henceforth be annotated "Unsolicited junk mail, please return to sender", and posted unopened.

customer services are liars saying goods have been dispatched only to find out 5days later they had not been dispatched did not want to cancel order or give refund, i was supposed to wait for them to deliver and then do a return still waiting to see what they are going to do

ordered new pair of trousers from Farah through Chums.....Farah at one time were of good quality. What I have received considering they were £60:00 are the thinnest cheapest rubbish ever seen. The delivery was (even though I understand it was Christmas) a complete shambles. The other item, the new belt was the wrong colour. I had informed them by email I wanted brown and not black twice. Received no reply and no contact from start to finish. This company should be avoided at all costs. Quite useless in all aspects and areas.

Promised free delivery if I spent mor than £60. I spoke to someone called Page and she insisted that the free delivery would be taken off at the last payment stage.
NOT SO! nothing happened. I inserted the code but nothing happened and so spent £9.45 on a next day delivery. Page insisted that the delivery cost had been taken off but it was clear from the order I had been sent that this had not been done. However she insisted that it had been taken off but when i asked her for the numbers shown on the order she then admitted that she could not see them. And so she was obviously wrong when she told me that the delivery was free. She then said that she had to speak to her manager and would ring me back. The phone has rung with her number but no one spoke and the phone went dead.
These are obviously not the sort of suppliers who are interested in providing good customer service to get sales. This is borne out by the Trustpilot reviews as 81% give Chums a 1 star rating.
I have been asked for further information before they will give me a refund. This is it:-
I cancelled the order on 5 January 2026
due to this confusion over free delivery and so the order never left the Chums depot. Yet my Chums account does not register this. Despite that Chums are refusing to refund me the £95 even though it is now the 15 January 2026 i.e. 10 days delay!! Hardly good customer service. I do quite a bit of on line buying and no other on line company I have used has ever had this sort of delay.
Even the email requesting more information does not have a name of a Chums employee.
When you ring up the Chums employee asks for your account number and yet on your accounts page there is no customer accounts number.
So please refund me my £95 like any other responsible online company.

Do not touch this company with a ten foot barge-pole. They are exploiting the older generation with their poor quality clothing. I ordered three pairs of trousers. One item arrived as a top, and one of the pairs of trousers clearly had different length legs. The quality of all the items was poor. Their phone-line is 13p per minute. Disgusting for any slightly vulnerable customers which clearly is their target audience. Nothing Chummy about Chums!

E-mailed twice about missing order - no response. Phoned- told to wait. Waited a week phoned back , twice. Second call told order was going through as I spoke. It didn't arrive. Phoned again - it had not been put through! I'm told it is now being sent- we'll see. Abysmal customer service.

Despite entering the correct code when ordering for free delivery and spending over £60 to qualify. We were charged for delivery.
Have sent TWO emails to ask for a refund, there has been no reply.
Disgraceful customer service to ignore our emails.
We will never order from them again.

Don't even deserve a star. My mum has used them twice. Both times never got the product she order but has been charged. No communications no refund. I was angry my mum used them a second time. But I am more angry with this company. Just don't use this company!

Ordered item for Christmas, arrived promptly but completely wrong item, rang them and lovely lady knew exactly what I’d ordered and said would sort, returned item replaced with exactly the same wrong item. Sent back for refund and I’m still waiting despite the promise on website!