Beyond Nine Reviews 111

I’ve spent around £860 with Beyond Nine over the past couple of years, as I really liked the style and believed I was investing in good quality, long-lasting pieces.

However, I’m very disappointed with the durability of their trousers. I purchased two pairs (£110 each) in August 2024, wore them a couple of times per week, and followed all care instructions. Within 18–20 months, both pairs developed significant thinning and holes in the same area.

I contacted customer services, but my complaint was dismissed as “wear and tear” due to the time elapsed since purchase. While I understand that natural fabrics like linen will soften over time, I would expect trousers at this price point to last significantly longer under normal use—especially when both pairs failed in the same way.

I was offered a 20% discount on a future purchase, which doesn’t really address the issue and doesn’t give me confidence to spend more with the brand.

It’s a shame, as I had previously been a loyal customer, but based on this experience I wouldn’t recommend the trousers at this price point.

Thank you Sally and Alice, my Mabel’s arrived safely to my neighbour while I was away. I adore the shape of them, the quality and fabric is lovely. I have my eye on another pair already.

I cannot recommend this company enough. After having my first baby I didn’t feel myself in any of my clothes. After being recommended beyond nine by a friend I thought I’d give them a go, I reached out to customer service who were really helpful in making sure I selected the right size and I’m so pleased I did as they fit perfectly and have given me my confidence back, thank you for creating a great experience and clothes that I feel myself in again.

J'ai commandé un Mabel Linen et Mathilde en XL (je fais entre un L et un XL. A 146€ le pantalon = 292€. Très cher, mais je me dis si c'est un pantalon prenium que je garde 10 ans, pourquoi pas même si ce sera mes deux pantalons les + chers jamais achetés. Je trouve un code promo -15% donc je commande. Livraison gratuite au dessus de 150€ ? C'est faux, j'ai payé 30€ de livraison. Mais bon je me dis qu'ils seront top. Le pire arrive : 94€ de frais de douane !! Frais mentionnés nul part, et si je paie pas, je perds mes 280€ !! Donc 374€ pour 2 pantalons !! Et les pantalons ne sont pas de la bonne taille, on peut mettre 2 personnes dedans. Si jamais vous tentez, prenez la taille en dessous. Et comme je suis cliente France, je ne peux même pas renvoyer ou échanger. Joli marketing mais derrière...

This was my second order from Beyond Nine, and I had a problem at checkout that resulted in the wrong delivery address. I emailed and did the “live” chat, hoping to catch them before dispatch, but 5 working days later the parcel has been dispatched, and delivered, and I’ve still had no response!

I did retrieve the parcel from the incorrect address, and as I say the clothes are lovely. But at this price point, I think being ignored is not really acceptable - as much as I love the clothes, I wouldn’t order again because if I have any other issues, it looks like I won’t get any help or support from Beyond Nine.

Super service clients !
Quand j’ai reçu ma première commande j’étais vraiment TRÈS énervée : frais de douane + une taille qui n’allait pas du tout + article endommagé.
J’ai vu les commentaires ici, alors c’est sans trop d’espoir que j’ai envoyé un mail au service clients qui finalement contre toute attente a été INCROYABLE !
Normalement il n’y a ni échange ni retour à l’international mais vu les circonstances ils m’ont envoyé un nouveau jean à ma taille (en me demandant mes mensurations) et sans avoir à payer de nouveau des frais de douane.
Je ne mets pas 5 étoiles parce que j’aurais aimé être au courant au moment de payer pour les frais de douane et parce que les tailles ne correspondent pas vraiment aux tailles habituelles. Mais clairement le service clients, lui, mérite 5 étoiles !
Conclusion :
Si vous n’êtes pas en Angleterre, demandez bien votre taille par mail en prenant vos mesures et soyez prêts à payer des frais de douane.

I need to return an item but can't because the order is still showing as 'on its way' on the website. It isn't on the way, I have it. I've emailed multiple times with no response. The website email form does nothing. The chatbot on the website does nothing. I've messaged on Instagram with no response. It's now outside the very short returns window. Customer service seems to be non-existent.

Update as of Monday 20 April 2026:

I have now been refunded. Thank you Alice for dealing with this.

Update: A reply from the company saying my return must have been delayed. I have an email, after prompting from me again,
saying they received my return on 18 March. Where is my refund please?

I hate to leave a bad review but I’ve given 1 star because even though the clothes are lovely the customer service is appalling. I returned something on 18 March, only to discover it takes 3 weeks after that to be refunded. Coming up to 4 weeks and still no refund.

I have returned an item and not been refunded. I have also emailed the company twice (over the last two weeks) about another item and not received a reply at all. This item is now outside of the returns period (which is only two weeks and you pay for £4 to return!) These items aren’t cheap so I expect a better service.

Clothes are expensive but poor quality clear, after short period of wearing several items holes already evident. Sewing poor quality on several items, dungarees buckles both broke and hole has appeared on seam.

One item has been replaced by beyond nine but this really does not align with their ethical, sustainable branding. If clothes are to be sustainable, they should be resistant to wear.

I love the clothing designs. But all the clothes shrink if tumble dried. Why? Cotton should be preshrunk. I have to tumble dry because of allergies. And items that are 💯 cotton do not normally shrink in this process but Beyond Nine clothing does. Why? I contacted to customer service and was ignored.

Ordered some of the jogging pants which were super expensive for what they are, have washed them twice and they’ve dramatically faded and have bobbled exactly the same with the jeans I ordered. They look worn and not in a good way. I reached out to them via email about this and have been completely ignored? I wouldn’t order again from them and would warn others not to based on the poor quality and even worse customer service.

£120 on a pair of trousers which I paid £5.50 delivery for. Follow that up with a £4 return fee as they don’t fit- £9.50 on postage

I ordered two pairs of jeans to Ireland. I paid €30 shipping which is already crazy high! Then DHL contacted to say that I needed to pay another €135 in customs!! Extortionate! So before the jeans even arrived I was down €165 just to receive them! I had no choice but to pay because there's no option to return to Beyond Nine for refund! So I paid and when the jeans arrived, one pair fit and the other was huge on the waist! The pair that fit, didn't suit me but I'm stuck with them now. €455 later I'm stuck with two pairs of jeans that don't fit or suit me. And then to discover, if I lived an 1.5 hr drive away, in Northern Ireland, I would have had free delivery, no customs, and I could have returned them! It's great to support companies that aren't fast fashion, but this has ended up being a very expensive choice! Beyond Nine should either stock items in department stores in the EU, or sort out a suitable distribution system for EU countries. Otherwise stop international orders, as the current setup is costing customers an insane amount of money!

Following my original review, Beyond Nine reached out directly to address the issues I experienced with my order.

To their credit, they took accountability for the fulfilment mistake (I had received a 2XL instead of a 2XS), acknowledged the problems with their AI-driven customer service, and confirmed internal changes were being made. They offered to send the correct pair on a Delivered Duty Paid basis, covering shipping, taxes, and duties to Portugal, which they have now done.

I have received the replacement pair, and I appreciate that they ultimately resolved the situation in a professional and considerate manner.

While my initial experience fell far below expectations — particularly for a brand at this price point — I do recognise that they made a genuine effort to correct the mistake once it was escalated. That follow-through matters.

I hope the improvements mentioned translate into more consistent service for future customers. When things go wrong, how a company responds is what defines it — and in this case, they did take steps to make it right.

For prospective customers, I would simply note that while mistakes can happen, responsiveness and accountability are key. In this case, resolution only occurred after the issue was publicly raised.

Great quality & customer service. Fell in love with Beyond Nine when I was first pregnant and now a mum with a toddler - my Beyond Nine pieces are still wardrobe staples. A metal buckle broke on a jumpsuit of mine, and despite having moved from the UK to Canada - the customer service team arranged to have a replacement piece sent to me. It's not cheap prices, but the products aren't cheaply made and my experience with the Customer Service team - and Alice in particular - were fantastic

Overpriced for what it is, weird shape and really disappointed and can't even return it even though unworn.

Awful customer service, I have been ignored despite reaching out over 6 times to process a refund that was still within date of policy however the system said not. The lack of service here is appalling, not so much as an acknowledgement. I have reached out via their website portal and an email I found online

I’ve encountered various issues with Beyond Nine but the customer service provided by Alice and Sally has always been excellent which restores my faith in the brand and ensures I’m a return customer. Product sizing can be inconsistent which is frustrating, especially given the cost of returns, but the quality is generally excellent and I love the brand’s style.

Awful company. Customer service is disgraceful. Unable to return my purchase so unable to get a refund. Scam company . Two dozen emails and no help. Different people asking the same thing. How difficult is it to generate a return? A disgusted customer.