Agent Provocateur Reviews 

I contacted Agent Provocateur about a bra purchased as a gift that did not fit the recipient. I was not asking for a refund. I asked for a simple size exchange for the same item.

Instead of addressing the actual request, customer service kept repeating their sale policy and refused any refund, exchange, or credit. They also stated that escalation would not change the outcome.

So to be clear: this was not a fraud issue, not a delivery issue, and not a demand for money back. It was a reasonable request for a size exchange on the same product. The company chose policy rigidity over basic customer care.

Luxury pricing should come with luxury service. In this case, it did not.

Very disappointing experience, and not the way to build long-term customer loyalty.

Fast service response and, better, quick resolution of issue. Very pleased.

Horrible customer service.
I order there since many years and this time I did send a item back and somehow a part of it did get lost ( the bracelets of the gloves).
Now they want me to take the gloves for 450 Euro back without the bracelets !
It is so unfair, what happening.
No reaction in my emails .
No help , no answers!
They lost me forever and I will never order anything there !
Do not order any valuable item there. They send it to you in a very poor packing snd if you send it back - even better packed, it „gets lost“ somehow and you pay the bill!
Attention !
The customer service is a horror and I fell really cheated and fight for my money now!

Sarah has gone absolutely above and beyond to support and resolve me request. This is my first time shopping with Agent Provocateur and I've been blown away by the level of customer service.

Sarah (Senior Client Experience Agent) helped me very quickly and professionally. Thanks to her support, my previously disappointing shopping experience was restored to the high standard for which this wonderful brand is so well known. I would like to express my sincere thanks to her.

Ich habe zwei BHs zurückgesendet. Einer davon wurde mit der Begründung abgelehnt, es befinde sich ein kleines Loch im empfindlichen Mesh-Stoff. Das zugesandte Foto ließ für mich nicht nachvollziehen, wann der Schaden entstanden sein soll oder ob er bereits vor dem Rückversand vorhanden war. Dennoch wurde die Rücknahme endgültig verweigert – mit Verweis auf interne Prozesse und AGB.
Was mich besonders enttäuscht: Es gab keinerlei Bereitschaft zu einer fairen Einzelfallprüfung. Die Argumentation basierte ausschließlich auf internen Abläufen. Als Kundin steht man hier ohne echte Möglichkeit da, den ursprünglichen Zustand eines empfindlichen Artikels nachzuweisen.
Hinzu kommen die erheblichen Zusatzkosten:
15 € Versandkosten pro Bestellung
12 € Rücksendekosten
15 € erneute Versandkosten, wenn eine Retoure angeblich „nicht akzeptiert“ wird
In meinem Fall hätte ich also mehrfach Versandkosten zahlen sollen, obwohl ich den Schaden bestreite. Für ein Luxussegment mit sehr hohen Produktpreisen empfinde ich dieses Modell als unverhältnismäßig und wenig kundenfreundlich.
Auch bei der Rabattberechnung hatte ich zuvor bereits Zweifel: Bei einer geplanten Bestellung mit beworbenem 40%-Rabatt auf ausgewählte Artikel stimmte der im Warenkorb abgezogene Betrag nicht mit den als rabattfähig markierten Produkten überein. Erst nachdem ich die Artikel einzeln in den Warenkorb gelegt und die Beträge selbst nachgerechnet habe, wurde ersichtlich, dass nicht bei allen entsprechend gekennzeichneten Produkten der Rabatt berücksichtigt wurde. Ich empfehle daher dringend, alle Abzüge genau zu prüfen.
Für mich passt das Gesamtbild nicht zu einer Marke in diesem Preissegment. Ich habe mein Kundenkonto gelöscht und werde dort nicht mehr direkt bestellen.
Es gibt inzwischen zahlreiche Alternativen mit vergleichbarer Qualität, transparenteren Prozessen und deutlich kundenfreundlicherem Service.
Sehr enttäuschend.

I ordered a Lorna set and need to share that I feel absolutely feminine and sexy wearing it. Very high quality, fits perfectly.

Very poor customer service. I’ve ordered some items during their sale, and the briefs were significantly smaller than expected. I wear the same size across many lingerie brands but their sizing is completely off and, moreover, inconsistent within the brand itself. While one item fitted well, the other briefs in the same size were a lot smaller. Of course, they have no returns and exchanges on sale items. I tried to explain that I don’t want any refunds, just an exchange because of the sizing issue but I was denied and couldn’t even win the dispute. Stay away from this company because you can just like me end with a bunch of items that don’t even fit. And I really used to think it’s a luxury company. Beware!

Not impressed. The sizing is off for US. My normal size of 32D was super, super small. They said they would make an exception and exchange but found something wrong with it. Sent a picture and I don't see how it was possible to have white marks on it since I barely tried it on. Did not feel right to me. I paid a lot of money for them to simply have to toss it. Won't be doing that again.

Terrible company.

I purchased an item in the sale for Valentine’s Day. Size 34B. Item arrived and measures up at a total circumference of 22” flat. 28” at a stretch. When raised with AP they tell me that the size is correct and passed their QA. Item is a good 6” small and they refuse the return and call me a liar when I say the item sizing is incorrect.

Do not buy from them. They are only interested in taking your money!

Borderline scammers. Ordered a set that did not fit well due to their inaccurate sizing guide. Shipped the exchange back and got told it would take 14 working days to process the return. Did not hear from them for more than two weeks before they got back to me that my item was “stained” and not eligible for a return; sending me a photo of completely unstained briefs. Not to mention you pay for shipping exchange AND they want you to PAY for the item they won’t accept or be returned back. Terrible company and terrible return policy. Just don’t buy from here.

I’ve purchased items in store before which have been “ok”. I wouldn’t say that the quality is what you pay for. However, the main reason for this review is because I am still waiting for a refund for something that was originally ordered online on 13th January 2026. Having received a notification from DPD stating that my delivery could not be delivered, I contacted Agent Provocateur straight away for an update. Someone called Ana told me that she was investigating and would get back to me. 3 days later & still no response so I chased again & this time, Ana told me that it would take 14 working days for the investigation to be complete. It’s been over that now & still no response from Ana or anyone else from Agent Provocateur? Are they in administration? Why aren’t they giving refunds???

And of course, when you try calling the customer service number, no one is available to speak to. And when you email client services no one gets back to you within at least 48 hours of you contacting them.

For a business that can charge so much for “mediocre goods” they’re in no hurry to give back anymore when you’re not satisfied or don’t even receive the item you have paid for!!!!

Impossible to return gods. Never shop from this company. There are plenty of companies that sell lingerie. This is crap customer service

Great customer service from Ana. My order didn't go according to plan (my fault) and customer service fixed it for me with very little hassle. The lingerie is great too.

Ana was super reactive and she helped me with my orders
Thank you so much

Horrible service I ordered few items…
Horrible service I ordered few items it’s arrived small I sent it back by tracking number I saw yesterday it got delivered and for 2 weeks I send emails and messages for them to return my money back from this order and they keep ignoring me .

High quality products & excellent customer service

Horrible service I ordered few items it’s arrived small I sent it back by tracking number I saw yesterday it got delivered and for 2 weeks I send emails and messages for them to return my money back from this order and they keep ignoring me .

Absolute Frechheit und schlichtweg Abzocke. Die zurückgesendete Ware wird einfach nicht erstattet, mit der fadenscheinigen Ausrede, sie sei ohne Träger angekommen, obwohl sie bei mir von Anfang an gar keine Träger hatte. Hier werden Tatsachen verdreht, nur um sich vor der Rückzahlung zu drücken.

Vom gesetzlichen Widerrufsrecht scheint dieses Unternehmen entweder nichts zu wissen oder es interessiert schlichtweg niemanden. Kunden werden offenbar bewusst hingehalten und für dumm verkauft. So ein unseriöses und respektloses Verhalten habe ich selten erlebt.

Bei diesem Laden bestelle ich garantiert nie wieder und ich werde jedem ausdrücklich davon abraten, dort auch nur einen Cent zu lassen.

Agent provocateur never misses, but the lovely senior customer service team in particular, Sarah, has been brilliant during my trouble with a misplaced package and very swiftly chased the delivery company up for investigation and resulted in a full refund. 🫶🏼 this was completely the delivery company’s responsibility but the AP team were so polite and helpful 🎀