Turtledove London Avaliações 196

Awful experience. I purchased quite a lot of clothes - £150 worth, and when tried them on at home found they didn't suit me, so sent them back (or so I thought). It turned out the address that was on their website was an old warehouse address, so when Royal Mail tried to deliver there they got turned away. So I then had to try to trace the missing parcel at the Royal Mail National Returns Centre.

Queue many hours of my time spent contacting royal mail, contacting TurtleDove, putting a trace on the package etc. Nothing has been recovered and TurtleDove have not accepted their fault whatsoever, in keeping their information online up to date and also including some sort of forwarding or process for packages sent to the old address - they told me this wasn't the first one.
They have offered zero compensation, so now I have just lost the £150 and have no clothes to show for it. What an absolute failure.

Unfortunately I had a really poor experience.
I purchased an item that although was lovely did not fit. I returned but had no refund. I have emailed to seek a response and had no communication back. I cannot find a customer service e number to call. I have sent 3 emails with no response at all.
Avoid as the company did not respond or refund despite returning in time frame.
Lost money and leaving a review with a hope they may have the courtesy to rectify.

I'm leaving two stars in the hope that a) someone can confirm receipt of my emails and b) that I can exchange the (wrong!) items sent. I can see from previous responses that Turtledove have moved warehouses, I received my order in good time, but both items are wrong! I tried to email customer services twice on 2 May, both bounced back as undeliverable which is a worry so I used the contact form via the website. I'm now wondering if the mailbox is full of queries...and if anyone has got my emails! This seems like the only way to be sure of getting in touch.

Update 8 May: still heard nothing from customer services, I have no idea how to resolve this! I suppose if I haven't heard anything in 14 days I'll need to recover the money through my bank?!

Update 18 May: zero communication with Turtledove so I've had no other option but to raise with my bank to recover the money. I'd avoid this company at all costs, based on other reviews something is clearly not right with their stock/warehouse and customer service team.

Been sent an incorrect item, 3 weeks later still no refund.

The returned item was not even tried on, just sent it back on my cost, kept the proof of postage, followed the instructions on their website.

Emailed several times, the customer service confirmed they have received it on the 1st of April, but my refund request has been ignored.

Very disappointing, as my previous experience with the shop was positive.
Be aware, you might get the wrong item and not get your money back.
Do not recommend.

Clothes are really hit and miss - got a sweatshirt I love and am wearing a lot and some trousers that are really awful, despite being quite a pricey pair of trousers. I've tried contacting the company a few times to try and return the trousers but experienced long delays in response and when I eventually did get a response, I believe it was written by a bot as it didn't make much sense in response to what I had written.
It makes me very wary to but any more clothes from them as if they're not right, the returns process is not clear cut and it appears impossible to hear back from anyone. I wouldn't mind too much if they hadn't been so expensive but I am loathed to have wasted over £40 on trousers I can't wear.

Slowest dispatch followed by the slowest customer service EVER!

Waiting for a refund that they received 2 weeks ago. Website states within 5 days.
They takes days to respond to emails, and their website says within 48 hours. Won't use again. 🐌

I love all the cotton clothing I've purchased from this company. Great quality and genourous with sizing so my body doesn't feel restricted. I took a dress back packing and it looked good throughout and kept me cool being so airy. Wear their sweatshirts regularly and can throw in the wash again and again without thinking about it. Recommend!

I placed an order on 13/3 and I’ve heard nothing. I’ve sent two emails and no response. This really isn’t good enough. I can’t find a number to ring and I’ve now used a form to contact them.
I will be trying to get my money back. The lack of response is shocking

I’ve made 2 orders previously with Turtledove London and never had any problems. However, I made a purchase 8 days ago and since then I have heard nothing. There’s been no dispatch of the order, but the money has come out of my account?
Looking at recent reviews it would seem I am not the only one?

Update: after making contact with TD London they were very speedy at responding and explaining the situation and provided me with a discount for future. My items arrived shortly after.
Thanks

This review is purely about delivery and customer service.

Update: I have now received some of my order but one item is missing and one item is wrong (it has the label for the item I ordered on a completely different dress). I have emailed again but as I have still not received any response to my previous emails I don’t hold out much hope. A company is only as good as how it deals with things when they go wrong and, because of that, this company deserves the one star rating. At this point it is money down the drain.

My experience is similar to May Şendur. I purchased some items on 7th March and have yet to receive them. I have sent 4 emails and had no response. I have bought quite a few things from TDL and always been happy with the delivery times and the products but they have fallen far short of what I expect on this occasion. This issue is still to be resolved and it will make me think twice about ordering anything else.

Had to cancel an order and reorder, got confirmation that they had cancelled order before reordering. Have now seen my account a week later that they did not refund me the original order. Can’t ring as no number, it has caused me to go overdrawn. Now Im sitting hear waiting until they read my email. Seriously not cool. Was trying to support a small business but they clearly don’t have much regard for customer care

I made a purchase on Monday the 9th of March. I didn't get any dispatch email, so I emailed them on the 12th of March and the 16th of March, just to check if my order will arrive before the 19th of March (as it is a gift).

Purchased items are delivered in-between 3-5 working days as it states on their website. However dispatch seems to take 10 days exactly as they dispatched my (2) items on the 18th of March.

The dispatch isn't exactly my issue, my issue is I emailed on the 12th of March and also on the 16th of March and I still have no reply. This is disgraceful customer service, I am also going to mention on the website it states "someone will be in contact with you in 48 hours" (mon-fri.

48 hours my azz, all I got was ignored.

I just hope the items that may or may not arrive late is of good quality, cause unless they hand made the "organic" items it shouldn't take 10 days to dispatch 2 items.

My items did arrive, yet my two emails were left unanswered. I won't even attempt a return..

Also thank you for removing my trustpilot review.

Lovely dungarees, great price, arrived on time.

I really wanted to live the dungarees. I got a great price in the sale and order 4 pairs. A number of seams split on the first wear but I patched them, they lost their shape very easily and looked shabby. Over time the holes the straps go through have split and now I only happily wear 2 pairs. Sorry, could be so much better x

Love my new dresses. Prompt delivery and great experience

Great quality clothes - the fabric feels nice and it's well made. I'd already bouggt ine in black and then the blue one went in sale and its so useful and comfortable so I bought it too.

Extremely disappointed with Turtle Dove London. The quality varies dramatically even when ordering what appears to be the same product. I ordered two sweatshirts from the same product link, with the same product name, just in different colours. One was acceptable (mainly because it was in the sale - these are expensive items) while the other was poorly made, in a completely different fabric, with an awful finish.

The sizing is also unreliable — one sweatshirt was around 8cm smaller, so you cannot trust the sizing. Despite the item being a different fabric, different size, different finish, I was still expected to pay to return the shoddily finished sweatshirt.

Customer service was dreadful. The customer service manager was unprofessional, she didn’t even use a greeting, no “dear” or even a simple “hello” - just my first name with abrupt, dismissive responses and no basic courtesy and no attempt to meet in the middle or resolve. I was made to feel as though I was at fault for expecting two identically named, identically listed products to be the same.

Inconsistent quality, misleading listings, and unhelpful customer service. I wouldn’t recommend this company.

UPDATE: As requested, I have tried to reach out to resolve but this was unsuccessful. I truly hope the company rethink how they list products moving forward to ensure this doesn’t happen to someone else.

Great customer service and great clothing. I ordered two Alice jumpsuits on Black Friday but when I got the dispatch email I realised I’d ordered the wrong size in one colour!!! Luckily, they do exchanges so my correct size is currently winging its way to me in time for Christmas. I only returned the incorrect size last Friday so I’m pleased they’ve turned it around so quickly before Xmas.

Fantastic quality clothes, great service and reasonable prices. I would recommend to family and friends.

Love love love. Really well made, really lovely to wear.