Took my money and my order but emailed two days later to say that due to a “technical error” it was out of stock and would I like to order a different dress?Terrible service and not really an apology.... Ver mais
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Veja o que dizem as avaliações
I ordered a dress online for a wedding, however decided on another dress instead. Although Ghost offer free returns postage they charge a £4.99 handling fee for taking a return back, despite not offer... Ver mais
A empresa respondeu
Still waiting for my order to be delivered by Royal mail, using tracker app was informed Friday then Saturday still nothing yet...not Ghost fault directly but they shoukd be complaining to their deli... Ver mais
A empresa respondeu
Bought this beautiful pale green silky dress for a wedding, as one of the Best Women. Fits perfectly having followed their size guide and had gone up a size to fit my curvy shape. SO sophisticated, b... Ver mais
A empresa respondeu
Detalhes da empresa
- Loja de Roupas
- Loja de Vestidos de Noiva
- Loja de Vestidos
- Loja de Roupas de Festa
- Estamparia
- Loja de moda feminina
Sobre Ghost
Escrito pela empresa
Welcome to the official Trustpilot for Ghost.
Thank you for sharing your reviews with us. We carefully read your feedback and aim to respond to all reviews to assist with your issues as quickly as possible.
The iconic British brand, Ghost London, launched four decades ago and has since become an established fashion house producing women's contemporary clothing. Maintaining a contemporary vintage feel, Ghost's collections are known for their feminine aesthetic, modern silhouettes and signature garment dyed pieces.
Contact our Customer Services team directly for any queries.
Discover More
Shop Dresses
Shop Separates
Shop Bridal
Informações de contato
9 Hatton St, NW88PL, London, Reino Unido
- 020 7298 2760
- customerservices@ghost.co.uk
- www.ghost.co.uk
2,3
Ruim
217 avaliações
Sem histórico de pedidos de avaliações
Esta empresa não convidou os respectivos clientes, portanto as avaliações podem não ser representativas
Respondeu a 100% das avaliações negativas
Normalmente responde dentro de 48 horas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Took my money and my order but emailed…
Took my money and my order but emailed two days later to say that due to a “technical error” it was out of stock and would I like to order a different dress?Terrible service and not really an apology. I’ve just got to wait for my money back now! Will order via John Lewis next time as they are reliable!
15 de junho de 2026
Avaliação não solicitada
Resposta da Ghost
Hi Kathy,
Thank you for your Review.
I’m truly sorry for the inconvenience caused by the item being out of stock, and I completely understand your disappointment. Your frustration is entirely justifiable, and I’d like to reassure you that this is not the experience we aim to provide. Customer satisfaction remains our highest priority, and we are actively working to improve how we represent stock availability on our website.
Please be assured that the item was in stock at the time you placed your order. However, during busy periods, when multiple customers place orders for the same product simultaneously, stock can unfortunately become unavailable before the system updates in real time.
If there is anything else I can assist you with or if you would like help finding an alternative item, please don’t hesitate to let me know. I’ll be more than happy to assist.
CS TEAM
Beyond frustrated with my order number…
Beyond frustrated with my order number 596259. I received 2 lovely dresses but one was damaged and had stains on it. I decided the style didn't suit me so wanted to return them. I highlighted that one of the dresses was damaged. I have had so many emails back and forth and still no resolution or refund. I have asked them to call to talk about it but no. Another email, another agent another 5 days wait. Please please resolve this!
14 de abril de 2026
Avaliação não solicitada
Resposta da Ghost
Hi, thank you for your review.
I'm sorry to hear about this issue. I have looked into this order and the emails between you and our customer service agent. I can see that a response was provided to your initial email offering to help with this situation, and we have received your return. The refund will be processed within 10 working days.
Should you need further assistance, please do not hesitate to contact us.
CS Team
I ordered with plenty of time
I ordered with plenty of time. They said it was dispatched. 5 days later not here.
Said on website 3-4 days delivery.
31 de março de 2026
Avaliação não solicitada
Resposta da Ghost
Hi,
Thank you for your review.
We are sorry to hear about this issue.
Could you please send us further information at
customerservices@ghost.co.uk
Please put Trustpilot Review in the subject of your email.
Once we have more information, we will be able to assist further.
CS Team
Outstanding refund - 3 months
I have returned a dress which did not fit me via Royal Mail collection method. Postman brought the label and stuck on the item, and then I have received a collection receipt. It has been 3 months, many emails to Ghost Customer Services and still NO refund. They are saying that the label was not put to cover the delivery address so it was returned back to me, and that I should wait to "receive it back from Royal Mail". Nothing was sent back to me and it's been 3 months I have been waiting for my money back. Instead of doing their job and investigating with Royal Mail, they are expecting customers to be out of pocket. Absolutely awful customer service - scamming genuine customers - AVOID!
23 de março de 2026
Avaliação não solicitada
Resposta da Ghost
Hi, thank you for your review.
I'm sorry to hear about this issue. I have looked into this order and the emails between you and our customer service agent. I can see that a response was provided to your initial email offering to help with this situation regarding the return.
Please do contact us back on the email below if you still haven't received your return back so we can investigate this further.
care@finerylondon.com
CS Team
Still waiting for my order
Still waiting for my order, 16 December 2025. it's been shipped, and nothing yet. Yesterday I sent an email to customer service and still waiting for response from human agent.
29 de janeiro de 2026
Avaliação não solicitada
Resposta da Ghost
Hi, thank you for your review.
We are sorry to hear about this issue.
Could you please send us further information at care@finerylondon.com, we cannot locate any emails from you.
Please put Trustpilot Review in the subject of your email.
Once we have more information, we will be able to assist further.
CS Team
Do not order from this company
I ordered 2 dresses on 1st January 2026, I never received a confirmation email & so I tried to contact them to see if my order had been received. I tried phoning, emailing & messaging on Instagram to no avail. I finally received the parcel on 10th January, unfortunately neither dress fitted me so I sent them back immediately, on the same day. I received confirmation from Royal Mail that they had received my parcel on January 12th. Today is the 27th January & I still haven’t received my refund, I finally received a reply on Instagram as my emails keep bouncing back & no one answers the phone, to say my refund is due to be processed & could take another week to go through. I will never order from Ghost again their customer service is appalling, it’s like they are living in the dark ages, absolute joke of a company. I wonder if I’ll ever receive my refund? Who knows?
1 de janeiro de 2026
Avaliação não solicitada
Resposta da Ghost
Hi Sara,
Thank you for contacting Ghost.
I sincerely apologise for any inconvenience.
Unfortunately, we are currently having trouble receiving emails. I can confirm your refund was processed yesterday and you should receive the funds within 3-5 working days.
Warm regards,
Unable to contact Ghost
Unable to contact Ghost and everything keeps bouncing back on email and no one answers the phone
23 de janeiro de 2026
Avaliação não solicitada
Resposta da Ghost
Hi,
Thank you for your review.
I deeply apologize for the inconvenience caused by this matter.
We are currently aware of a temporary issue affecting our email system and are investigating this as a matter of urgency.
If you are experiencing difficulty contacting us by email, please call us Monday–Friday, 9:30am–5:00pm, contact us via our social media channels, or use our online form.
Ghost CS.
Appalling customer service
Returned items for a refund via Royal Mail and the tracking says it was received last week. I haven't received any notification that they have my return or if it has been processed. Sent emails that were repeatedly bounced back (now see that they're having issues with email) and called the customer service line on the dispatch note only to find it doesn't work and the other phone number on their website repeatedly says they're busy and hangs up on you. I don't have time to keep phoning and quite frankly, I don't believe I should have to!
6 de janeiro de 2026
Avaliação não solicitada
Resposta da Ghost
Hello,
Thank you for your review.
I deeply apologize for the inconvenience caused by this matter.
Please note to allow 10 working days for your returns to be processed once received in our distribution centre.
If you have not received any confirmation of your return by the 10th working day since we received your returns, please give us a call and we can look into the matter further for you.
Thank you for your patience and understanding.
Let me know if you need anything else.
Kind regards,
Terrible service, where is my order?
I placed an order and didnt receive a confirmation email through the money was taken from my account. There is zero customer service available to contact (tried phone number, email and social channels). This is my first time shopping directly with the brand and it will be my last. Can someone please provide information on my order or return my funds, I will be raising this with my bank shortly.
15 de janeiro de 2026
Avaliação não solicitada
Resposta da Ghost
Hi, thank you for your review.
I'm sorry to hear about this issue. I have looked into this order and the emails between you and our customer service agent. I can see that a response was provided to your initial email offering to help with this situation.
Should you need further assistance, please do not hesitate to contact us at customerservices@ghost.co.uk
CS Team
Money has been taken for my order but…
Update.
Thankyou for your prompt reply and quick delivery of my item. Sadly it is too large and I am returning it.
However after concerns of lack of communication after ordering, I recieved my item a week later.
16 de janeiro de 2026
Avaliação não solicitada
Resposta da Ghost
Hi,
Thank you for your review.
We deeply apologize for the inconvenience caused by this matter.
According to our records, your parcel has been delivered. If this is not the case, please let us know via our email address customerservices@ghost.co.uk.
Thank you for your cooperation.
Ghost CS
The absolute worst customer service I have ever received
I used to buy clothes from Ghost regularly so was happy to order this January. Unfortunately I don’t know what has happened to this company but they must have been brought out- but it is now impossible to speak to anyone. The customer service line immediately cuts put. The customer service email bounces back and nobody replies. No way to contact anyone and my order..? Where is it? Over £100 spent and a week later and no tracking information- it still says “processing” although they have taken my money! Will they ever post it? Who knows I am unable to get hold of anyone to ask. I will never buy anything from them ever again.
UPDATE: They have now apparently sent me half my order. I was sent an automated email to say half has been sent. No mention of the rest of my order. No way to ask. None of it has been yet received. Called them to ask where the rest of my order was as I ordered 2 items. Was on hold for 30 minutes and then they cut me off. Will probably have a terrible phone bill after being on hold for ages. Still no idea where half the goods I paid for might be sent- if ever. Absolutely horrendous service. AVOID AT ALL COSTS!!!!
UPDATE 2: Further to Ghost’s comments below NOBODY has responded to or replied to any of my emails at all so when they say a customer service agent has been in touch with me they are lying!!!! Also I still don’t know where the rest of my order is!! Also the email they detail below- DOES NOT WORK and I get a message saying it’s undeliverable! What an absolute joke.
Update: well it is now almost a month since I made my original order. Half never came. I was told I would get a refund. I am still waiting
15 de janeiro de 2026
Avaliação não solicitada
Resposta da Ghost
Hello Sarah.
We’re really sorry to hear how frustrating this experience has been.
We’d like to reassure you that our customer service team has been in contact regarding this order. We confirmed on 14 January that your order was processing, and on 15 January we emailed to explain that one item was unfortunately out of stock due to a technical issue. At that time, we offered the option of a replacement or a refund and advised that, if we didn’t hear back within four days, the unavailable item would be refunded automatically while the remaining item was dispatched.
When you later confirmed that a refund was acceptable, we arranged this straight away. Unfortunately, the first refund attempt was delayed due to a PayPal chargeback being raised, which prevented it from completing. Once this was closed, the refund was reprocessed on 20 January. We have since provided the refund reference so PayPal or your bank can help trace the funds if needed.
We’re genuinely sorry for the inconvenience caused by the stock issue, the delay, and the frustration around contacting us. Your feedback has been shared internally as we continue working to improve our service and communication.
If you’d like us to look into this further or assist with the refund trace, please do get back in touch with our customer service team and we’ll be happy to help.
Impossible to contact Ghost…
It has been impossible to contact Ghost London by email or telephone for a week. I did receive one email from a Fatima telling me to click on a link for a return label. I did this and it was a bad gateway. All my subsequent emails have bounced back to me!!? Up-date, still can't get through despite Ghost saying they had contacted me. This doesn't mean I can get a reply back to you. Up-date three-Fatima wanted me to spend money on a return label and attach it to the email, A-the label is impossible to send B-if I had paid for a label, the message would just have bounced back anyway!! Please could Ghost help me out by sending the parcel back to me and charging me! Up-date- was just texted by Ghost and asked to call urgently them giving me their phone number-and no there was no one available AGAIN to take my call!!! You have to laugh-or you'd cry.
15 de janeiro de 2026
Avaliação não solicitada
Resposta da Ghost
Hi Sue,
Thank you for your email.
We are currently aware of a temporary issue affecting our email system and are investigating this as a matter of urgency. Please can you give us a call at +44 20 3870 3060 so we can assist you further.
Ghost CS.
Not the best.
Ordered 2 dresses. No confirmation email - waited a couple days emailed them to confirm if they had received - 3 days no response still. I’ll give it a few days and raise a dispute with PayPal.
15 de janeiro de 2026
Avaliação não solicitada
Resposta da Ghost
Good afternoon,
Thank you for your review.
I'm sorry to hear about this issue. I have looked into this order and the emails between you and our customer service agent. I can see that a response was provided to your initial email offering to help with this situation and advising that the email confirmation has been resent and the order has been dispatched..
Should you need further assistance, please do not hesitate to contact us at customerservice@hawesandcurtis.com .
H&C CS
Delivery poor Royal Mail
Still waiting for my order to be delivered by Royal mail, using tracker app was informed Friday then Saturday still nothing yet...not Ghost fault directly but they shoukd be complaining to their delivery firm.
I ordered this on 31st December.
12 de janeiro de 2026
Avaliação não solicitada
Resposta da Ghost
Hi Dean,
Thank you for your review.
I sincerely apologise for the inconvenience caused with your order.
According to our records, your order has now been delivered.
If this is not the case, please contact us by email at customerservices@ghost.co.uk and we will be happy to assist you.
Ghost CS.
I ordered a dress
I ordered a dress, received no confirmation of order it was delivered after 2 weeks. I returned it a couple of weeks ago again no email. I have sent at least 3 emails with no response. Also no reponse by phone which just cuts off!! Discusting customer service
12.1 25 I have had a reply to the above which claims they tried to help saying they emailed (Which I have not recieved) and I am waiting still for a refund!!!!
26 de dezembro de 2025
Avaliação não solicitada
Resposta da Ghost
Hi Josephine,
Thank you for your review.
We deeply apologize for any inconvenience caused. We understand your frustration regarding the issue your refund.
I had a look into this and can see that we have processed your refund now. Please kindly check your inbox for a confirmation email.
Should you have any further questions, please do not hesitate to contact us at customerservices@ghost.co.uk
Ghost CS
Has Ghost customer services disappeared?
30th Dec 202t Bought dress online and have order no. And my money was taken immediately. I have received no acknowledgement or confirmation of dispatch. Have emailed them twice - no response. Have tried ringing customer services but get message of - no agents available. Ring back later have been ringing every 10 mins for 2 days - no change. This is appalling.
30 de dezembro de 2025
Avaliação não solicitada
Resposta da Ghost
Hi,
Thank you for your review.
I'm sorry to hear about this issue. I have looked into this order and the emails between you and our customer service agent. I can see that a response was provided to your initial email offering to help with this situation.
Your order has now been dispatched and is on its way to you.
Should you need further assistance, please do not hesitate to contact us at customerservices@ghost.co.uk (mailto:customerservices@ghost.co.uk)
CS Team
Order 587699
Placed order 1/1/26. Did not receive order acknowledgement. Have sent several emails with no response. Tried to ring but always says "no support agent is available to taker your call" Where is my order ????????? Worst customer service ever.
1 de janeiro de 2026
Avaliação não solicitada
Resposta da Ghost
Good afternoon Jane,
Thank you for your review.
I'm sorry to hear about this issue. I have looked into this order and the emails between you and our customer service agent. I can see that a response was provided to your initial email offering to help with this situation and has advised that your order has now been dispatched.
Should you need further assistance, please do not hesitate to contact us at customerservices@ghost.co.uk.
CS team
Poor customer service!
I have sent two requests for a refund to customer services and had no reply. A dress I received on December 1st was too big. I sent it back carefully packaged the next day and now, 2 weeks later, I have had no communication at all about the return. I have my post office receipt to prove it was sent but what do I do now? This is my first and last order from Ghost!
15 de dezembro de 2025
Avaliação não solicitada
Resposta da Ghost
Hi Susan,
Thank you for your review.
I'm sorry to hear about this issue. I have looked into this order and the emails between you and our customer service agent. I can see that a response was provided to your initial email offering to help with this situation.
Should you need further assistance, please do not hesitate to contact us at
customerservices@ghost.co.uk (mailto:customerservices@ghost.co.uk)
CS Team
Awful
Ghost Fragrance. Appalling customer service. No reply ever! Ordered Orb of Night Elixir refill and was sent Orb of Night regular refill which I don’t need or want. Website says returns label included, which it is not and also says email for return address, but nobody ever replies. This is ridiculous to pack up incorrect orders and not respond to customer service and returns inquiries. So are your customers just stuck with incorrect items?
9 de dezembro de 2025
Avaliação não solicitada
Resposta da Ghost
Hi there,
Thank you for taking the time to leave a review. We’re very sorry to hear about your experience, it certainly sounds frustrating.
We just wanted to clarify that your order was not placed with us. We are Ghost Fashion and do not sell Ghost Fragrance or any perfume products. It sounds like your purchase may have been made with a different retailer or website that stocks Ghost Fragrance items.
We completely understand why you reached out, and we hope you’re able to get this resolved quickly with the correct company. If you ever need assistance with a Ghost Fashion clothing order, our team will be more than happy to help.
Best wishes,
Ghost Fashion Customer Care
Appalling customer service.
Recent offer, two gift sets for £20. I ordered both Orb of Night Elixir and Deep Night Elixir, but received Orb of Night instead of Deep Night Elixir.
Used the website 'contact us' but no response from Ghost.
Eventually received a response via their Facebook page asking me to DM, 48 hours later still no response.
Perhaps update the automated message to "we won't bother contacting you, tough luck".
EDIT- thank you for responding, this review was a lost resort to try to elicit a response. I used the Ghost Fragrance website contact page on three separate occasions, zero response.
18 de outubro de 2025
Avaliação não solicitada
Resposta da Ghost
Hi Pamela,
Thank you for your review.
We believe you may have reached out to the wrong company, we’re Ghost Fashion, a clothing brand, and not affiliated with Ghost Fragrances or their perfume products. It sounds like your order was with the fragrance company instead. We’d recommend double-checking the contact details on your order confirmation or their official website to make sure you reach the right team who can help resolve this for you.
Ghost CS
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