Penelope Chilvers Reviews 170

Avoid, avoid,avoid! Made an order with them during sale event and received a faulty pair of shoes. Made pictures and videos, and contacted their customer service. They told me to ship the shoes back to them and they would send an exchange once they receive my package. To my surprise, few days later after the package was delivered back to Penelope Chilvers, I received an email saying that they have processed my REFUND. To which I again emailed them and stated that I was waiting for an exchange, the same customer representative *Annabel* replied that due to an error they processed a money refund and I should place a new order at my own convenience. (The sale event was over) They also deducted shipping cost of 25$ from my refund. I was completely flabbergasted at a total indifference of their customer service to this issue and complete lack of desire to resolve it! your company sends a faulty made shoes to me (which was a Christmas gift btw) I immediately reach out and send them back for exchange, to only get my money back minus 25$ which I lost because of your non existent quality control and extremely poor customer service. That whole experience with their customer service was horrible and the fact that they send faulty shoes to customers made me not want to deal with that company ever again.

Ordered and received short Inclement boots at end November. Fitted great, liked them so much ordered the long boots with express delivery (supposedly 2 days) in the same size intending to send one pair back. Heard nothing, after four days emailed saying not received and give them their due they credited my delivery charge and sent them out next day. Boots arrived. Cannot tell you how disappointed I was. Despite ordering the same size as the short boots they were too small in the foot, too narrow in the foot and although I had used the online width chart for the leg they were no way going to fit my calves. I returned the boots but emailed the company asking for a swap for a larger size/width so as to get the same sale price (and of course I still wanted them), no response for days then an email saying they are being refunded. Even though I had asked for an exchange after being messed about so much there was no reference to this. ~Very disappointed! How the same boot in a long and short version can be so different beggars belief!! No phone number to contact, waiting days for an email response the communication aspect is appalling!! They HONESTLY should not be selling online as they are clearly not geared up for it. Have ordered from F & F today as at least they do look after their customers. Still awaiting my actual refund.

Bought a jumper for £175..in stock via website
1 week later zero feedback with regard despatch.website promised delivery 3-5 working days.
Can’t get through on customer care line .Forces you to leave a message as all of their staff are helping other clients.
Got email asking for feedback on the customer service which amused.
Eventually got through to young girl who said oh sorry that’s out of stock.
Penelope chilvers will take 3-5 days to process a refund .So they keep customers money and make interest on it and they don’t let the customer know that they will NEVER receive their item.
Terrible stock management at best . At worst what a lovely scam .keep all the customers money for a few weeks in their bank!
AVOID!!!!!

Received boots! In worn condition! Marks and soiled. Caked in mud! Why would you accept such a return from a customer and then fob it on to a customer who purchased in good faith!

Placed an order on 21 November which was confirmed. After 10 days I had heard nothing about dispatch so emailed to ask for the order to be cancelled. I got a response the same day to say that the due to a system error the item I had ordered was actually out of stock and that someone should have contacted me to let me know. They confirmed my order was cancelled and a refund was being actioned, I would receive email confirmation of this.
On 4 December no email had been received and no refund received so I contacted customer services again to ask when the refund would be processed. 5 December I get an email response to say that due to a system error the refund hadn't been processed. Apparently it is now being processed, let's hope so!
A lot of "system errors" for such a high end company. Not good enough in my opinion so won't be looking to purchase anything in future and will go back to my Fairfax and Favor.

Boots never consistent in sizing and refunds very slow.
Personally don’t bother trying to buy online sizing is too varied. Returns cost as well and refunds are slow often had to chase.

A joke, not a normal nowadays company.
They show themself as premium company with premium products, we can't say about product because we didn't get it, but customer service definitely isn't premium.
1. 3 days after placing order they wrote that size isn't available.
2. 2 days after mentioned message web shop still shows that size as available.
3. Chosen model have size variations not only in feet size - they didn't ask would other size (wider or higher) would be good.
4. Money was taken away immediately, but returned in 2nd day after message, this could be kind of ok if they would return all money - delivery money wasn't returned and additional request was necessary!
5. For first buy there is 15% discount, which was used, as compensation for issue they offered 10% discount.. so now instead of 15% is 10%, lol.
6. People are being sorted by this company, if you are in UK you have bigger discounts than in EU.. it normal when different sellers, distributors have different prices, but haven't seen that one seller have different prices based on your location, would be normal if delivery, taxes are different but not price for product itself.

Maybe products, if you can get one, are good, but service isn't.

I buy a pair of boots & slippers every year, alongside presents for family. The quality is superb and the customer service excellent.

The shoes are beautiful, but the returns process is very slow. They confirmed reciept of my return 13 days ago, and I still have not received a refund. This is an unreasonable length of time. Of course I cannot reach a human being to discuss this, only email or answerphone. Frustrating lack of being able to reach anyone, and I should not have to chase up refunds.

Thank you to PC and Debbie in Customer Service. I had purchased a pair of sandals and processed the online purchase before applying a further discount code. When I asked, a prompt reply talked through how the discount would be applied after receipt and confirmation that I was keeping the purchase. The sandals are beautiful and now already for my holiday. Thank you Debbie and for the help. I also love the shoe bags which accompany the shoes.

Good quality, well made sandals, on the expensive side but I can appreciate the quality and they will be well looked after. Faultless customer service from Debbie who assisted me with a couple of queries. Overall very happy, would buy from Penelope Chilvers again.

Great customer service who kindly persuaded DPD to deliver on a Saturday for me so I could wear the fabulous Sun Salutation boots that evening. They are gorgeous and will be treasured.

I adore PC’s shoes! Bought a pair from the Belgravia store and there was a slight issue which customer service, and the shop staff, sorted for me immediately! Extremely helpful and professional staff - it makes all the difference. Thank you.

The shoes are beautiful and my first pair were just what I was looking for. When my second pair were delivered to a hospital! Incorrectly by the post office who didn’t read the address properly and they were returned by the hospital staff to P.C. there were no questions asked and Debbie quickly checked all the delivery info, and issued a refund. Thank you Debbie ⭐️

I have had an excellent customer experience with Penelope Chilvers - the Customer Support team, name me a lady called Debbie could not be more helpful when I quizzed her this morning.

Debbie was fantastic! She managed to quickly cancel my order when I realised I'd ordered the wrong size of boots. I live in Australia and I was concerned the wrong size would be delivered. Thank you for your help.

The shoes I received are gorgeous, and they fit very well. I sized up to be sure as I ordered online. They fit perfectly. The quality and design is unique and lovely. I contacted the customer service ( Debbie) about my order as there was a query about my EU shipping , I received a swift reply and all was taken care of the same day.
This company is surely true to its standards and service . Highly recommended. Thank you for the beautiful items and care .

Not only are their boots and espadrilles gorgeous and so comfortable, the customer service is fab. Whether in their Duke Street or Stow on the Wold stores, service is fab. But top marks to online customer service and Debbie in particular!!! She responded to my email query about whether I could exchange online order in store within MINUTES and had already put a pair in a bigger size on hold for me to collect tomorrow!!! You cannot beat this level of efficiency and care - highly recommend! Pay rise for Debbie!!!

Debbie has been exceptional. She went above and beyond to rectify a problem for me, offering different options to suit.
She is an asset to Penelope Chilvers.
5*

Wonderful shoes. When I had to comeback to you Debbie in customer services was super helpful. Thank you very much indeed