C Fifer

Trustpilot

Awful returns process

Let me start by saying the clothes are beautiful and very well made. However, returns and communications with the company are awful. I ordered a dress in their sale and was sent the wrong one. I returned the dress using the prepaid return label and it was received by the company on 17 April but I am still waiting for a refund. I have emailed the company three times and have not received a response. I've tried calling their customer information line but no one answers the phone. For a service selling expensive clothes and that targets professional women I find it very difficult to comprehend why they have failed to respond to any emails, do not answer the phone and do not acknowledge receipt of returns or process refunds in a timely manner. While I have been impressed with the quality of the items, the lack of service makes me unlikely to place further online orders. 

C Susan

Trustpilot

Dreadful returns experience

Beautiful clothes but DONT order from them unless you are sure the item will fit. Returns take weeks and weeks to process which is really unacceptable when you are paying over £500 an item. I have been emailing repeatedly for weeks chasing my return with no response and don't try phoning as the calls don't get answered and just revert back to the answer machine. So frustrating for such a lovely clothing range, charging top prices but they obviously don't invest in customer service. Won't be buying from them again.

customer

Trustpilot

My experience with Fold has always been…

My experience with Fold has always been a positive one, the two family weddings, mother of the bride outfits have always been admired and they have made me feel so good, when walking in the church. What more can I say.... Lily has been outstanding, polite and helpful, why should I not return when you have such good service. Thank you

bonforrest

Trustpilot

Tried to track a package for weeks

Tried to track a package for weeks. DHL delivered to the wrong address. Horrible customer service. Won't order from them again.

Gillian Mccolm

Trustpilot

Unhappy

I am upset by coustomer service lady she told me when ordering dress that I wanted shoes to matching as they were not in my size not to worry they would be coming back in stock so kept dress still no shoe in my size months later called her she had no idea about my shoes nor name of them today said we can’t tell you if they will be coming in stock BUT YOU DID don’t need to be Gass lite by anyone then had call from them saying order had been placed what they have no clue what they are doing thought they were better than that don’t hold much luck on them doing anything right I would like a manager to call me thanks

Sarah

Trustpilot

Gorgeous clothes - awful logistics….

First of all, the clothes are lovely! Really great tailoring and material. Some of the clothes proportions are not depicted well in the photos online. For example I order a couple of “midi” dresses that appeared to fall mid-calf on the tall models, but when I tried the dresses myself, they fell to knee length on my short 5ft 3” inch frame? Bizarre. Not always the case I hasten to add - 50/50. But it is the logistics side that really lets the online experience down. All four of my orders took a week to dispatch and then the tracking didn’t budge for another couple of days. Then return timescales are atrocious and all three times have been in contravention of the distance selling regulations with refunds only being processed after chasers, 3-4 weeks after receipt. It puts me off ordering which is a shame because the clothes themselves are gorgeous. Please change your logistics provider - their service does not match your wonderful clothing and branding.

Mandy Stoner

Trustpilot

Great customer service

I recently had a problem with an item missing in the post. Shahnaz handled the issue professionally and efficiently, she tolerated my frustration and ensured I was satisfied with the outcome. I must have spoken with her 5 or 6 times and she was consistently helpful, friendly and driven to find a solution to the problem.

Nigel Southam

Trustpilot

Excellent support from staff online & in store

A complicated purchase process made easy by forward leaning staff, as follows: Tried on the excellent saint pietro 45 burnt orange shoes size 39, found to be perfect. Went buy online but 39 out of stock. Emailed to see if any others coming into stock - nope end of line. But, advised to contact the stores so WhatsApp the stores to see if any still in store did so & bingo, last pair available. Same evening transaction made (including 15% discount) and shoes on the way in the post. Great online and in store staff - thank you all.

Cristina

Trustpilot

The most stylish professional clothes for women

I came across The Fold while searching for good quality work clothes and suits and I’m so glad I did. I was hesitant to purchase at first because I haven’t visited their physical store as they only open on weekdays and they also close early. Without being able to see the clothes myself, I wasn’t sure about the quality of their products. However, the designs look stylish so I decided to give them a try and finally purchase online. I’m impressed with the speed of delivery, quality of stitching and fabrics used, and generally, how their clothes look and fit. The clothes are very professional but fun. I only noticed now that they have some bad feedbacks related to slow customer returns but I can’t comment on this nor their ability to resolve customer issues as I luckily didn’t have to return anything I ordered. Looking forward to purchasing more work clothes from the Fold and delighted that they now have a new store in the Royal Exchange (more accessible to those like me who work during the week and don’t have much time to visit a physical store.)

Mrs. Debbie Taylor

Trustpilot

Fab customer service

Fab customer service, go above and beyond! Shahnaz was especially helpful

lindamcgee

Trustpilot

Helena was great

Helena was great ! She is what great customer service is all about ! Helena was personable and knowledgeable. I enjoyed working on my problem with her. She was a joy to work with.

Anna M

Trustpilot

Excellent experience

Very relaxing and enjoyable way to get some shopping done. The team picked out some pieces I might not have chosen myself.

Lynn

Trustpilot

Helena

Helena, may I say your customer care manner, from my call yesterday morning, to my call this afternoon is second to none. The Fold are lucky to have you.

Valerie Mccann

Trustpilot

Excellent customer service.

I ordered 2 dresses from The Fold London. The dresses were really lovely and beautifully made but unfortunately didn’t suit me. I returned both dresses and in connection with the returns I was in touch with customer services. I couldn’t speak highly enough of the service and attention I received from Shahnaz. I would definitely order from The Fold again and wouldn’t hesitate in recommending them.

Jennifer Zolten Freed

Trustpilot

CA visitor in London

I live in CA and had seen ads for The Fold: the clothes looked so beautiful I decided to visit the shop on the first day I arrived in London. I thought I knew what I wanted, but the amazing stylist/salesperson Elly found even more exciting items for me. I couldn't be more thrilled with the new wardrobe or the in-store experience... and will be sure to return often!

Rosie

Trustpilot

Outstanding customer service and…

Outstanding customer service and brilliant communication! I have been amazed and delighted by the speed with which minor queries are addressed by the staff at The Fold. Will definitely continue to be a customer. Thank you!

Mrs. Debbie Taylor

Trustpilot

Customer service absolutely first…

Customer service absolutely first class, Elly was wonderful responding to my questions very quickly and sourcing product for me, which arrived quickly and beautifully packed. Can’t rate this company and products highly enough!

Theresa

Trustpilot

Shahnaz was so helpful

Shahnaz was so helpful, and prompt! No waiting days for a response. And this is England to the US. Great.

mary ross

Trustpilot

Beautiful clothes but why three weeks…

Beautiful clothes but why three weeks for a refund? I returned a blue 8 Jan and still no refund on 29 January. I would be very grateful for an explanation. I would love to purchase again but this delay with refunds is not acceptable

Ruth

Trustpilot

Wonderful experience

Wonderful experience. The stylist picked out a lovely range of pieces for me to try, and allowed plenty of time for trying and re-trying the various outfits, as well as introducing new options and sizes. No hard sell. Dressing room was large with good mirrors, lighting and natural light which made the experience much more positive than most in-store changing rooms. I bought a clever crepe jacket and matching dress and skirt for a job interview. Amazing fit and cut that really boosted my confidence, and I got the job! Thank you team Fold.