EAST Avis 

I won’t be ordering again.
I ordered a dress at the last minute for a special occasion. I paid ‘ express ‘ delivery 1-2 working days . Dress arrived 6 days later . I had missed the event so needed to send back . I emailed about this requesting refund for postage , received a ‘holding’ email - we have got your query and will be in touch soon etc .
Several days later a response saying they would refund the express delivery , nothing about the return postage.
I returned the dress received refund within 14 days email . After 14 days refund being issued will be a further 10 days .
Appalling customer service will not use again . Ps I am still waiting for my money gave up with postage .

I have purchased a few items and been disappointed as not the East quality I was used to before they closed their stores, however, having recently purchased a skirt I felt the advert had been quite misleading and the quality was very poor.

Returned it at my expense, waited the 14 day max timescale as advised for refund only to be told it will take a further 10 days!
This is not acceptable.
The item I returned which was a sold out sale item went back onto their site after return and again went out of stock within 24 hrs!
Needless to say but I wont be shopping with East again…. Shame as it seems you need my money badly enough that you dont want to part with it!

Shocking. In this day and age to have to pay for delivery and returns is crazy. Clothing that is overpriced and looks looks cheap.
14 days to process a return! I’m already having to chase my refund as it hasn’t happened.
As for the dress, cheap stiff cotton, shapeless and completely different colour and shape to what was shown on the website.
I will never again order from this company, there are so many other companies with better quality clothing, customer service and returns policies. I am a small business owner and I never charge my customers for returns.
This company really needs to do better.

Order number 114035 … Please give me my money back!!

The quality of ladies' clothing from this UK Merchandiser has PLUMMETED in recent years -- I had to return all five dresses I bought recently, at exorbitant prices but without the once well-known excellent quality! Even the cotton fabric was rough and stiff. I found the sizing VERY off from that stated (MUCH too large), diagonal side seams, very irregular hems, one collar pieced together from FIVE small scraps of fabric! And each dress was stuffed into a cotton drawstring bag, as if to pretend these are high-end dresses but in fact, just wrinkling them all badly.

Don't trust this company. Firstly as a first time customer you are offered an introductory discount which failed to be applied to the final invoice. On returning the dress as incorrect size you are told it takes 14 days to inspect the return and issue a refund. Then you receive a second email telling you a refund had been made but it would take a further 10 days to reach your account.
I felt as if I was enhancing their cashflow or acting as their banker. Their company accounts demonstrate what a sham this outfit is.
I would suggest AVOID

The (somewhat pricey) dress that I received is faulty & the advice is to return it. So, I need to go to the effort of packaging it and getting to the Post Office (not easy when you work full-time). They won’t exchange it so the response was just to buy it again and pay postage again! After a few emails, they relented and said that, once ordered, I could email them and they would refund the new postage costs. Maybe I’m being a bit grouchy but I honestly anticipated way better customer service than this. Other companies would offer a %refund, or to exchange at their expense and use a courier to save you all the hassle. I love the dress but this has left a sour taste so I think I’ll return it and forego the initial postage costs. I’ve recently dealt with Maison Hotel, Tallulah & Hope, & a little boutique called Two Ducks. All went over and above in their customer service and so that’s where my future loyalty lies.

I have been buying more and more of my clothes from East and love them. Everything arrives beautifully packaged. I have kept most items but returned 2. The refund was processed quickly and I had no problems.
I am currently having 2 dresses altered as I bought larger sizes in the sale and the dressmaker commented in the great quality of them.
I am a very happy customer

Bought my first shop from East and I’m so impressed! It all comes in beautiful eco fabric packaging. I can tell my dresses are of high quality fabric and finished so beautifully. I will be telling my friends and will definitely purchase again!

Beautiful unique clothes. I buy regularly from East (mainly dresses and tops) and I can honestly say I have never been disappointed with anything. However I have never had to return anything so I can't comment on any returns and refund procedures.

I was pretty shocked to read the reviews on here!

Avoid at all costs. You'll never get your refund.

What a terrible brand. East claim to be community minded, female led and kind. The reality is very different. I have been a good customer of theirs and recently bought three items, one of which did not suit me. I have had a really difficult time with my husband having a cancer scare and my work as a Trustee of several charities being busy in current times and I was marginally late in returning the one item that did not suit me (still a current line). East would neither accept the return or exchange the item knowing that background. I had a similar issue with an item from One hundred stars and Monsoon, both of which I bought at the same time and both were brilliant. I will never buy East again but will absolutely support One Hundred Stars and Monsoon. What a contrast and ironically the one that claims to be community minded is East! Appalling.

I have bought three tops in the Lenzing Ecovera viscose jersey, which I find fantastic. I am disabled so the fabric is excellent as it doesn’t need ironing, and washes very well. I am disappointed to see that none of the new tops are the same fabric as the Lenzing Ecovera viscose that I ordered, creased really badly. So please try to source the former.

all ways like reading papper . as i in doors most of time . like evrey thing this days have to pay for it . why they have to change it i dont no.cost to much to have it delverd

Really poor customer service experience!!!

When completing my order it auto filled my old address. Completely appreciate that this is my fault. However when emailing their customer service team, like the website asks you to do in this situation, I was told I cant change anything about the order once placed. Following this I was advised that if there is an issue I can return it! HELLO!!!! I don't live there.

I think this company needs to open their eyes and appreciate that their clothes are really expensive and this level of service is not good enough for the price point. I have no idea what to do now. Have I just lost all my money because of there absolutely shockingly poor warehouse management system.

A very poor experience. I made two orders and paid DHL for each, although they arrived together in a huge box. The description and quality of several of the items was quite poor and did not reflect the description. Items were sent without a return label. Customer service really lacking and not answering my questions e.g. please send me the return label, can I return items together - if so, which code do I use, can I use different packaging? I am attempting to do this while looking after a sick parent and returning to my job overseas. Customer service was not empathetic and took time to respond even when pressing my timeline and asking me to write letters to include. I previously had an easy experience of returning to EAST with a pre-paid label compared to this one and why I assumed this would be equally easy. It will most certainly be my last purchase with EAST and some of the poorest customer service I have received. If a company doesn't include a returns label as promised in their policy it is on them to make it right. I also feel unfair to pay for DHL twice and this not even being acknowledged. Items I planned to keep will now be returned.

I ordered two dresses - both were lovely but far too large. I returned them.
Initially, I had to notify East of their return as they seemed unaware of the return, then I had to provide proof of posting and delivery to East (twice). I then have had to chase for my refund - which I am still awaiting. Customer service sadly lacking!!

I ordered a top, it was delivered promptly and well packaged. However it was made of sheer fabric and would be quite indecent if worn without a base layer. This was not mentioned in the product description or shown in the photos, and meant it was not at all suitable for me. East customer services were initially sympathetic and refunded the postage I paid. However I returned the item over 2 weeks ago and have not yet received any acknowledgment of this or a refund for the item. This is my first order from East and it’s caused me hassle and disappointment, as well as leaving me out of pocket. I will update my review to reflect any further developments.

Update: I have received a full refund although it did take a while and I had to send a scan of the proof of postage which I have never had to do before when returning something