Dorothy Perkins Avaliações 

I received an order that was damaged, I have contacted them more than once now the first response i received was extremely cheeky so i went to resolver and they are ignoring that. I will never ever buy anything from here again. I would stay clear I sent in pictures of the damage and they are not interested. If I had came here first and read the reviews I would never have purchased from there at all. Please dont waste your money.

Worst company. Do not buy from here, been trying to contact for a month about a damaged item I received and no response but automated AI. Quick to take your money but no reply when trying to return. Don't order and loose money to this company.

Appalling, sent an item back, it's been received and yet they still haven't returned the money. Like all of the other reviews all you get is some AI Bot spouting the same thing and you can't ever speak to a human. It's basically theft. Avoid like the plague.

This company’s practices are deeply concerning and, in my view, unlawful. What makes this even worse is that once-respected UK high street brands are being damaged by this business model.

I ordered several dresses from Dorothy Perkins, spending over £200 with the intention of keeping one and returning the rest — something entirely reasonable and expected when shopping online. As I left it late, I felt pressured to make a quick purchase.

The first red flag was an “optional” £10 charge supposedly covering damage or loss in transit. The wording strongly implies that if you don’t pay this fee, the company will not assist you — despite this being their legal responsibility.

I paid for next-day delivery, which did not arrive next day. Only after payment did I receive an email advising that some items could take 6–7 days to arrive. Thankfully, the dress I chose arrived in time for my event.

The real issue arose when attempting to return the remaining items. I was shocked to discover that a gift card appeared to be the only return option. Although the website claims you are given a choice between a refund or a gift card, I selected “refund” initially, was taken to the next screen, then exited the process to return later. When I resumed, the refund option had disappeared entirely and only a gift card was available — with a 90-day expiry and no way to amend the choice.

To be absolutely clear: this is not lawful. Under UK consumer law, customers have 14 days to return goods and receive a refund to their original payment method.

What is also not made clear is that although you purchase under one brand name, returns must be sent back individually to multiple third-party suppliers. The £10 “protection” fee does not cover return postage either. There is no phone number and no easy way to contact the company. Had I not proceeded with the gift card option, I would not have been able to return the items within the 14-day window at all — effectively forcing me into accepting store credit.

For anyone else experiencing this issue, I recommend the following:

• Take screenshots during the return process showing that only a gift card is offered
• Do not delay returning items — send them back within 14 days, even if forced to select gift card
• Take photos of the items at the post office or locker as proof
• Email customer services the same day stating you are exercising your statutory right to a refund

If this does not resolve the issue, escalate with your bank and/or via the resolver website. This appears to apply across multiple DNZ-owned brands, including Debenhams.

It is disgraceful that this is happening under the names of well-known UK brands. I am fortunate enough to manage without the £200 currently withheld, but many people cannot. This feels like nothing short of daylight robbery, and I will be reporting this to Trading Standards and Watchdog once my case is concluded.

Email template:

Dear Customer Services,

I am writing in relation to Order……..

I have initiated the return of the goods and am returning them within 14 days, in accordance with my statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your online returns system provides no option to select a refund to my original payment method and instead forces selection of a gift card in order to proceed with the return. I have taken screenshots clearly showing that a gift card is the only option available. I selected this option under protest only so that I could comply with your return deadline. I do not accept a gift card as settlement.

Under UK consumer law, it is not lawful to restrict a statutory refund to store credit where a consumer has validly exercised their right to cancel. I therefore require a full refund to my original debit card, including all ancillary charges such as the £10 order protection fee.

Please confirm within 7 calendar days of the date of this email that:
1. The returned goods will be refunded to my original payment method, and
2. No gift card will be issued as final settlement.

If I do not receive confirmation within this timeframe, or if a gift card is issued instead of a refund to my debit card, I will escalate the matter without further notice via:

* a formal chargeback request with my bank, and
* a complaint through Resolver, Citizens Advice, and Trading Standards.

I trust this will not be necessary and look forward to your confirmation.

It doesn't deserve a 1 star but needed to choose one.
Dorothy Perkins after sales is the worst I have ever experienced.
They do not have any phone numbers so you can talk to them.
Any number online just cuts off.
My wife ordered goods but did not get order confirmation.
When contacting customer service she was told they can see the money is in there account.
But have no records of an order
After messaging back and too
My wife asked for a refund.
That's when all returned corespondance stopped.
We have now needed to go through the bank for charge back.
I wouldn't recommend Dorothy Perkins to my worst enemy.
Terrible experience.😡😡😡

This company charged me £6.49 for addition shipping insurance without my consent.
Here is what the law says;
Under UK consumer protection laws, a consumer must actively choose any optional extra.
No Pre-Ticked Boxes: Consent cannot be obtained through default selections, automatic basket additions, or pre-ticked opt-in boxes. You should not be required to untick a box to avoid paying for a service.
Express Consent: Businesses must clearly explain any additional charges and obtain the customer's express consent before applying them.
Transparency: All terms and charges must be transparent and clearly understandable to the consumer, not hidden in the fine print.
NO PRE TICKED BOXES!

I have made the same mistake as others. I ordered a handbag from "Dorothy Perkins" which turns out to be the DBZ website (same as Debenhams) which is dreadful. Had to send an e-mail with order number and item description and DBZ are very slow at refunds. They should be investigated.

Writing here as it’s the only way to get them to read your messages!

I have been emailing, what sapping and messaging customer service to sort out a return since 1 November. All they need to do is send me a return postage label as it’s not working on the returns portal. I am met with a wall of silence, with occasional stock replies which don’t address what I’ve asked for. I managed to send 1 item to the partner retailer more than 3 weeks ago and still don’t have a refund for it. I’m tearing my hair out trying to sort this. Never experienced anything like this from any other company. Disgusting.

Do NOT order from Dorothy Perkins online. Having major problems sorting a return and refund.

I placed an order via Dorothy Perkins website and I'm trying to generate a return but NOTHING is working.

The site i ordered from was Dorothy Perkins, my order paperwork says Long Tall Sally, my confirmation email says DBZ Marketplace, and the customer outreach info links me to Debenhams!?!?!

Not one website of either of those companies will accept my return.
Absolute JOKE!

DO NOT ORDER FROM THIS SCAM COMPANY!
Ordered a dress which was too big, returned the item the day after delivery. Been waiting for a refund for ages and having to chase this up each day, was told the refund was being processed through the system and would be sent to my account on the 24.11.25, nothing came so emailed again, then told it would be the 25.11.25, yet again no sign of a refund or email to say the refund is on the way and now they ignore my emails. I have contacted my bank to see if they can help and submitted all the evidence so will see what happens.
It is really upsetting having to chase this up.
Please do not use this company!

Terrible customer service via AI. You can't speak to a human adviser. Be warned, I shopped at Dorothy Perkins and got charged £3.99 'Delivery Protection' via a pre-ticked box. Under consumer protection laws, consumers must give active consent for extras like insurance, meaning they must opt-in by ticking an un-ticked box. I also notice the default ticked box for refunds is to a gift card so look out for that too!

Sadly, I have been unable to contact the company, as other reviewers have stated. I have tried the online chat options, but no reply after 24 hours. I need assistance with my return, which I sent back, but for which I have not received a refund. I sent back the two items in the order DUX045602019 via evri tracking, H01THD0006477845 20 days ago. I have tried the messenger options, but as others have said, only go round in circles with no assistance.

AVOID AVOID AVOID!! Would give zero stars but not an option. Returned items beginning of October, received email confirming they had received items and refund would be processed. Start of November still no refund so decided to contact them through WhatsApp (only option) where I was told they had received my item Nov 10th and would be refunded by 15th. Contacted again via WhatsApp to be told they had no returned items! Asked to speak directly with someone from customer services and was told to be patient and will be contacted. 8 hours later, no response and ignoring further messages. Absolute shambles of a returns process, company and customer service.

Definitely will not be using again. No communication after ordering when delivery will be, until day of delivery. Waited over 7 working days for delivery. Ordered 2 dress want to return one, but returns portal only shows the one I want to keep. Messaged DP through WhatsApp, thought it was sorted and they were going to send me a returns email, then the next message was they were too busy and they would get back to me. They didn't!!

Like so many other reviews, I have had significant delays in receiving a refund for a returned order, even despite receiving notifications having been sent to me to confirm the refund has been issued. Further to that, I have tried numerous times to contact their customer services to chase it up (via e-mail and WhatsApp) and have had no response whatsoever. I just find this absolutely appalling and also an issue with the rest of the Debenhams group as well as it isn't the first time I have had to chase up for a refund.

Horrendous company. Bought my mum a brakeburn coat that was £103. Unfortunately it was too small so she returned it. According to a robot on WhatsApp, DP have received the coat and the refund is being processed through their system but they cannot escalate this or tell me when I’ll receive it. Scammers, you are sat on £103 of my money and I want it back. How can you continue to operate if this is how you deal with people. I wish I’d read all these reviews before dealing with you. I want my money back ASAP. I will be escalating this.

What has happened to this company?!

Returned coat that arrived way too big. Returned on the 19th October. Website states received on the 22nd October. But yet still awaiting refund.
You can’t talk to an actual person, it’s all AI.
Stay away from this site, I wish I checked on here first. SCAM company now.

I have ordered some boots from Dorothy Perkins website. The boots were from a company called “where’s that from”. When I received the boots they were poor quality and too small. I returned them immediately via Royal Mail. This company received the goods on 30/10/25. I have not received an acknowledgment email from a Dorothy Perkins to say they have received the returns boots. I have tried to chase this up and they advise me to wait 14 days. This is not good enough. I always order online and when I return goods, I always receive an acknowledgment email from the company advising me that the goods have been received. This is very worrying. I will NOT be ordering from Dorothy Perkins or Debenhams ever again when they are using unscrupulous companies.

Paid 6.99 for next day delivery on a Friday evening.. expecting to wear this garment for an important event!..finally got my parcel on the following Tuesday..shambles I also paid for DP protect Incase of an "unexpected"delay or loss that I could claim back..waste of time .put a claim in on the Saturday evening...still awaiting a response!! And item is bad. Not going to bother with returning...would take to long for a refund ..avoid

You cannot return orders as website does not recognise your order number ! Absolute criminals , also cannot speak to customer service as they cut you off ! Will not be buying from any company that includes debhenams and klass.co.uk crooks should be investigated