3.6
Companies on Trustpilot can’t offer incentives or pay to hide any reviews.
Crew Clothing Cribbs Causeway today I went to your store to buy a shirt after losing 6 stone, your male staff was nothing but genius after trying a few shirts went out with a smile on my face with a slim fit shirt, your male colleague was fantastic his advice was great
many thanks
An absolute disgrace. There is no way of contacting Crew Clothing. My order is showing as "parcel in consignment" and is over a week overdue. The customer service number redirects customers to an answer machine and, surprise, the box is full so you cannot leave a message. I thought this was a reputable company. What on earth has happened????
I generally like the clothes but the length of time they take to process refunds for returned items for online purchases is ridiculous. We're talking nearly 7 weeks to receive the refund, and counting...! It's took them 3 weeks just to respond to my chaser email!
Att: Anam - Order No. 7958339
Ordered an item on the 27th Feb and waited for it only to find it had gone missing in transit if indeed it was ever sent. Contacted Customer service by email to try and get replacement ordered . Contacted 3 days ago and now I find find it was only despatched today.
Find quality British casual clothing at Crew Clothing UK. Shop stylish men's and women's coats, footwear, rugby and polo shirts.
20 Lydden Road , SW18 4LR, London, United Kingdom
3.6
2K reviews
Replied to 90% of negative reviews
Typically replies within 1 week
An absolute disgrace. There is no way of contacting Crew Clothing. My order is showing as "parcel in consignment" and is over a week overdue. The customer service number redirects customers to an answer machine and, surprise, the box is full so you cannot leave a message. I thought this was a reputable company. What on earth has happened????
Date of experience: 20 March 2025
Reply from Crew Clothing
Dear Maria
Thank you for getting in touch with us, and we sincerely apologize for the inconvenience you've experienced. We understand how frustrating it can be when there are delays with your order, and we deeply regret the lack of communication on our part. Please allow us to address this situation as quickly as possible.
We have checked your order status, and we can see that your parcel is currently in consignment, which unfortunately means it has not yet been processed for dispatch. We understand that this delay has gone beyond acceptable timeframes, and we are taking immediate steps to expedite the shipment.
Please accept our sincerest apologies for the lack of response via our customer service phone line. We are currently working on resolving this issue, and we will ensure that our voicemail system is cleared to allow for better communication. We are reviewing your case and will provide a more specific update within the next 24 hours.
In the meantime, if you have any further questions or concerns, please don’t hesitate to reach out. We appreciate your patience and understanding, and we are committed to ensuring that this issue is resolved to your satisfaction.
Once again, we apologize for the inconvenience this has caused.
Best regards,
Anam
Crew Clothing Customer Service Team
Clothes may be fine but the way the IT/CRM system works is rubbish. Person in store incapable of looking up orders “because there were too many”. No way to search by date??? And when I gave the so called “order number” from the confirmation email turns out this was not a number the system recognized.
Who ever sold them their IT system was either incompetent or had extremely little real experience.
And the customer service training of the person in the shop was not the best I’ve seen either. Order number and returns number are not the same thing. Please explain to him.
So in summary 30 mins or my life wasted trying to make a return.
Please improve your IT or give up since as a company you are doomed.
Date of experience: 16 March 2025
Reply from Crew Clothing
Dear Adam Barnes,
Thank you for taking the time to share your feedback with us. We sincerely apologize for the frustration and inconvenience you encountered during your recent attempt to return an item in-store. We fully understand how disappointing it must have been to spend over 30 minutes trying to resolve an issue with our systems, only to have your time wasted.
We are very sorry to hear that the store staff was unable to assist you properly. The experience you described regarding our IT/CRM system is not the standard we aim to uphold, and we take your concerns very seriously. It's clear that both our system’s functionality and the staff's understanding of the processes fell short of expectations.
Please be assured that we are investigating the issues you raised, including the lack of search functionality by date and the confusion between order and returns numbers. This feedback will be shared with our IT team to evaluate potential improvements, and with our training department to ensure that our staff are better equipped to handle similar situations in the future.
We understand that your time is valuable, and we deeply regret that this has been an ongoing issue. Your comments have been escalated, and we will work towards making the necessary improvements to avoid this kind of inconvenience for future customers.
Once again, we apologize for the experience and thank you for bringing this to our attention. We are committed to improving our services, and we hope you’ll give us another opportunity to serve you better.
Kind regards,
Anam
Crew Clothing Customer Service Team
Update (20/03/2025):
I have been contacted by another person from customer service over the phone, where I have been offered "vouchers" for two different amounts which I have refused, as they were both less than half the price of the faulty item! Upon insisting on refusing their voucher offers, and insisting that this is a quality issue I shouldn't pay for, they finally agreed to return the item and refund me the full amount. I have returned it today (21/03/2025) via Royal Mail and I'm waiting for the refund to be processed.
-----
On July 15, 2024, I purchased a Crossed Oars Zip Through (Order Number: 7265503) in size L, navy color. Despite following the washing instructions provided, the navy color significantly faded after only two washes. The item now appears as though it has been worn for many years, even though it was used for less than three months, then shelved for the season.
I initially contacted Crew Clothing to request a refund (ticket ID# 1683428) and provided pictures of the item for reference. However, despite my follow-up emails, I have not received any satisfactory resolution. The last response I received from Deslyn on March 11, 2025, stated that they could not assist with a return or refund as the purchase was made over six months ago. This policy is unreasonable given that the issue is clearly a manufacturing fault.
I responded back to Deslyn mentioning my thoughts, requesting a full refund as I find it unacceptable that Crew Clothing is unwilling to stand by the quality of its products beyond a mere six months, but my email seems to have been deliberately ignored.
You didn't have to work very hard to lose a loyal customer. Excellent job.
Date of experience: 11 March 2025
Reply from Crew Clothing
Dear A,
Thank you for your feedback and for sharing the details of your experience with us. We sincerely apologize for the poor quality of the Crossed Oars Zip Through you purchased, as well as the inadequate customer service you've received. It’s incredibly disheartening to hear that you’ve had this issue with a product you trusted, especially after following the care instructions.
I completely understand your frustration with both the fading color and the lack of resolution to your refund request. It is never our intention to disregard any customer concern, particularly when it relates to a manufacturing fault. The situation you've described certainly does not align with the high standards we strive for at Crew Clothing.
While our policy does have certain time limits, we certainly recognize that the quality of the product should not diminish so significantly after only two washes, and this is something we would like to investigate further. I regret that Deslyn’s response did not offer a satisfactory resolution, and I assure you that we are committed to resolving this in a way that upholds the reputation of our brand.
We’d like to take another look at your case and would appreciate if you could resend your request, so we can revisit this matter personally. I will escalate this to our team for immediate review and make sure we respond to you as quickly as possible.
We deeply value your loyalty and genuinely apologize for the frustration and inconvenience you’ve faced. We hope to restore your confidence in our brand and find a fair solution to this issue.
Kind regards,
Anam
Crew Clothing
Ordered an item on the 27th Feb and waited for it only to find it had gone missing in transit if indeed it was ever sent. Contacted Customer service by email to try and get replacement ordered . Contacted 3 days ago and now I find find it was only despatched today.
Date of experience: 27 February 2025
Reply from Crew Clothing
Dear Derek
Thank you for reaching out to us, and we sincerely apologize for the inconvenience this delay has caused. We completely understand your frustration, especially after waiting for your order for such a long time.
We are currently reviewing the details of your order and the situation with the missing shipment. We appreciate your patience during this process. Please be assured that we are prioritizing your replacement order, which was dispatched today.
We will do our best to expedite the delivery to you and ensure it arrives as soon as possible. We will provide an updated tracking number and a more specific delivery estimate shortly.
Once again, we apologize for the delay and any inconvenience caused. If you have any further questions or concerns, feel free to reach out, and we will be happy to assist.
Thank you for your understanding.
Best regards,
Anam
Crew Clothing
Crew wouldn't refund my delivery money on a coat l purchased from them, it was damaged, so under the consumer rights act they should have given me a full refund including the delivery charge.
Date of experience: 18 February 2025
Reply from Crew Clothing
Dear Carole,
Thank you for reaching out to us. I’m so sorry to hear about the experience you’ve had with your recent coat purchase, and I truly apologize for the frustration this has caused you.
I completely understand your concerns regarding the damaged item, and I want to assure you that we take these matters seriously. Under the Consumer Rights Act, you are right in expecting a full refund, including delivery charges, when an item is faulty or not as described.
We are committed to resolving this issue as quickly as possible for you. To move forward, could you kindly provide your order number and a brief description of the damage to the coat? Once we have that information, we will be able to process a full refund for both the coat and the delivery charges, as you are entitled to.
Thank you so much for your patience and understanding. We truly value your satisfaction and look forward to resolving this matter for you promptly.
Warm regards
Anam
Crew clothing
I bought 2 t shirts and a hoody from a Crew Clothing shop. After one wash they shrank about 2 inches in length. After much back and forth with customer service, they asked me to post the items back to them, with their label that they sent me, and to include my receipt. I did this, but no refund. I contacted them and they cannot locate the parcel. They now refuse to refund and are trying to make me take it up with the shop that I purchased from. Ridiculous, as I have the proof of postage from Royal Mail. Avoid.
In response to your reply. I already have provided all required information to your agents via email.
Date of experience: 03 March 2025
Reply from Crew Clothing
Dear P W
We are truly sorry to hear about your experience and we understand your frustration. We sincerely apologize for the inconvenience this has caused you.
We take pride in our customer service and are disappointed that this matter has not been resolved to your satisfaction. We have reviewed your case, and we would like to assure you that we take all customer concerns seriously. The fact that your return parcel cannot be located is certainly concerning, and we understand how this has left you in a difficult position.
In order to resolve this for you as quickly as possible, we kindly ask that you provide us with the tracking information or any further details regarding your return shipment. This will enable us to continue investigating with our logistics team and ensure that the matter is resolved promptly.
Please know that we are committed to ensuring your satisfaction, and we deeply appreciate your patience and understanding as we work to resolve this issue.
Once again, we apologize for the inconvenience caused, and we will do everything we can to make this right.
Best regards,
Anam
Crew Clothing
Paid £5.95 for next day delivery ordered at 7am as needed a last min gift
Items from Barbour and Boots both arrived next day at no extra cost.(ordered same time).
Customer service totally ignored all my points and gave incorrect information. Tracking still says it’s in Birmingham. This is not express delivery.
Now I have read how long it takes for refunds and cancelled / out of stock orders, I am thinking there are cash flow issues afoot and dread dealing with “Customer services” again.
Please just read the reviews and shop somewhere else.
Date of experience: 27 February 2025
Reply from Crew Clothing
Dear Kirstie Hawkins,
We are truly sorry to hear about your recent experience and the frustration caused by the delay in receiving your order. We understand how important it is to receive timely deliveries, especially when you’re relying on them for a last-minute gift, and we deeply regret that we fell short in this instance.
We also apologize for the lack of communication from our customer service team. This is not the standard we strive for, and we are committed to addressing this.
We would like to investigate this further and get your order moving as soon as possible. Could you please provide us with your order number or any relevant details so we can look into it right away?
In the meantime, if the delivery has not arrived in the expected timeframe, we are happy to explore the option of issuing a refund or resolving this in any way that is best for you.
We truly value your feedback, and we want to ensure this doesn’t happen again in the future. Thank you for your patience, and we hope to resolve this for you quickly.
Best regards,
Anam
Crew Clothing
Why do crew clothing take so long to process refunds, contacted customer services through PayPal, had no response!
Then had to contact them directly to see where my refund was from last year ( received goods back 23rd December) customer services finally reply to my direct email last week, but still waiting for my refund. Will not be purchasing from them again!
Unhappy customer- crew clothing get your act together
Date of experience: 23 December 2024
Reply from Crew Clothing
Dear J
We’re truly sorry to hear about the delay in processing your refund and the frustration this has caused. We understand how disappointing it is to wait, especially after returning items and reaching out for assistance, and we sincerely apologize for the lack of response you’ve received.
This is certainly not the level of service we strive to provide, and we take your feedback seriously. We will be investigating why your refund has not yet been processed and will ensure that it is expedited.
Could you please provide us with your order number or any other relevant details so we can look into this right away and make sure your refund is issued as quickly as possible?
Thank you for your patience, and we truly apologize for any inconvenience caused. We are committed to improving and ensuring a better experience for all our customers moving forward.
Best regards,
Anam
Crew Clothing
I ordered on a 3 for 2 offer but at checkout the full price was charged. On complaint, the lame reply was that the offer had run out. The offer was live when I made my order so I am furious...is this clickbait to get you to order then hoping most people wont notice at checkout?
Date of experience: 21 February 2025
Reply from Crew Clothing
Hi Pauline
Thank you for reaching out to us and bringing this to our attention. We sincerely apologize for the inconvenience and frustration you've experienced regarding the 3 for 2 promotions.
We understand how disappointing it must be to place an order under the assumption that the offer is still valid, only to be charged the full price at checkout. We strive to ensure that all our promotions are clear and easy to understand, and it seems there was some confusion in this case.
Upon reviewing your order and the details of the promotion, we can confirm that the offer may have ended before your order was processed, which can sometimes cause discrepancies. However, we absolutely understand your frustration, especially since the promotion was still live when you placed your order.
Please rest assured that this is not a deliberate attempt to mislead customers, and we would like to resolve this issue for you as quickly as possible. If you could kindly provide your order number and any relevant details, we will investigate further and do our best to rectify the situation.
We truly appreciate your patience, and we’re committed to making this right for you. Thank you for giving us the opportunity to address your concerns, and we look forward to resolving this to your satisfaction.
Kind regards,
Anam
Customer Service Team
Crew Clothing
Over a month later and I am still waiting for my package. I placed my order on 1/10. I wrote a review about not even receiving a tracking number… they responded and gave me a tracking number on 2/6. But USPS is still waiting to receive the package which lets me know that the company’s response was superficial and disingenuous.
My order # is: 3919
If I cannot receive my package… I need a refund.
Never buying from here again.
Date of experience: 10 January 2025
Reply from Crew Clothing
Dear Kimberly Monks,
Thank you for reaching out, and we are truly sorry to hear about the delays and the frustration you’ve experienced with your order. We completely understand how disappointing this situation must be, and we apologize for any inconvenience caused.
We take matters like this very seriously, and we would like to resolve it for you as quickly as possible. We can see that there has been a delay with USPS in receiving your package, and we understand how this can be frustrating. We want to investigate this further and ensure you get the answers and resolution you deserve.
Could you please provide us with the tracking number you received, along with any additional details or correspondence from USPS? This will help us escalate the issue and work with the carrier to get an update on the package’s status.
If, for any reason, the package cannot be located or delivered, we will be more than happy to assist you with a refund.
Once again, we sincerely apologize for the inconvenience and delay. We truly value your business, and we are committed to resolving this matter to your satisfaction.
Best regards,
Anam
Customer Service Team
Where is my order!!!!!
I have been waiting for 10
days and I have not been updated with single information!!!!
Never again !!!!!
Date of experience: 26 February 2025
Reply from Crew Clothing
Hi Anna
We’re very sorry to hear about the delay in receiving your order, and we completely understand your frustration. We know how important it is to get timely updates, and we sincerely apologize for any lack of communication.
We’d like to look into this right away to see what’s happening with your order. Could you please provide us with your order number or any details that can help us track it down? We’ll make it a priority to investigate and ensure you get the information you need.
Once again, we’re sorry for the inconvenience and appreciate your patience as we work to resolve this issue for you.
Best regards,
Anam
Crew Clothing
Diabolical customer service. I have been having conversations back and forth with customer services since October last year regarding shrinkage of their polos. They promised refund/vouchers but despite proof of postage using the postage label they sent me they won’t acknowledge. It takes days/weeks to get a reply, then they ask the same questions despite them already having been answered many times, we are currently 35 emails in.
Date of experience: 21 February 2025
Reply from Crew Clothing
Dear Susan Meachum,
Thank you for reaching out, and I’m truly sorry to hear about the difficulties you’ve experienced with our customer service team. I understand your frustration, especially given the extended period of time and the repeated back-and-forth communication you’ve had since October.
Please accept our sincerest apologies for the delays in responses and the repetitive questions. This is certainly not the level of service we aim to provide, and I fully appreciate how frustrating it must be to not have the issue resolved promptly.
I have personally escalated your case to ensure that it is reviewed urgently, and we will make sure that the appropriate refund or voucher is issued as promised. I would like to assure you that we will carefully review all details, and we will follow up with you directly with a resolution as quickly as possible.
We greatly appreciate your patience, and I deeply regret the inconvenience caused. Should you need any further assistance in the meantime, please don’t hesitate to get in touch.
Kind regards,
Anam
Crew Clothing
Ordered items at the start of Jan... Wrong item sent.
Contacted for a quick exchange to send the item in Time for a birthday... No response.
Contacted again... No response...
Finally heard from customer services a couple weeks late.
At this point I want a refund. But they Want me to send back the wrong item before a refund.
No returns label in packet. Can't return online. Ask for a returns label.
They said they sent it. Not received.
Asked me again to confirm if I want a refund. I Again confirm.
I ask them again for a returns label. They then ask for my Email (bear in mind I'm contacting them by email).
I email them my email address, from my email address.
They then email me saying they sent me a returns label.
No email is received.
At this point I think ive sent about 18 emails to them, 3 complaints.
Its two months since they sent the wrong item. No help.
Order number 14852578.
Can a manager. Or someone with some understanding please please for the love of God try and resolve this matter.
It's frankly the biggest waste of my time and the worst service I've received in years.
Date of experience: 22 February 2025
Reply from Crew Clothing
Dear Steve
First, I’d like to sincerely apologize for the inconvenience and frustration you’ve experienced regarding your recent order, especially given the delays in our response and the challenges with the return process. I can fully understand how this has become a significant frustration, particularly when you’ve been trying to resolve this issue for over two months.
I want to personally assure you that this is not the level of service we aim to provide, and I truly regret the confusion surrounding the returns label and lack of timely communication.
To resolve this matter as quickly as possible, I’ll personally escalate this to our management team and ensure that we send you a returns label immediately so that you can return the wrong item. Furthermore, as soon as we receive the return, we will process your refund without any further delay.
Once again, I deeply apologize for the oversight, and I truly appreciate your patience. Please allow me to take full ownership of this matter and ensure we resolve it swiftly.
Thank you for your continued patience, and I will make it a priority to keep you updated moving forward.
Warm regards,
Anam
Crew Clothing
Customer service not interested after the jumper shrunk after 2 washes
Date of experience: 21 February 2025
Reply from Crew Clothing
Dear Martin
I am truly sorry to hear that the jumper you purchased has shrunk after just two washes, and I completely understand how disappointing that must be. You deserve a product that lasts and performs as expected, and it’s concerning to hear that customer service hasn’t been responsive.
At Crew, we take product quality and customer satisfaction seriously, and we certainly don’t want this experience to be the last impression you have of us.
I’d like to escalate this issue to ensure that we can resolve it as quickly as possible. I will arrange for you to receive a full refund or replacement, depending on your preference, and we will investigate the product to ensure this doesn’t happen again in the future.
Please send me your order details if you haven’t already, and I’ll personally ensure that your case is handled with the priority it deserves.
Once again, I apologize for the inconvenience this has caused and thank you for your patience.
Best regards,
Anam
Crew Clothing
I generally like the clothes but the length of time they take to process refunds for returned items for online purchases is ridiculous. We're talking nearly 7 weeks to receive the refund, and counting...! It's took them 3 weeks just to respond to my chaser email!
Att: Anam - Order No. 7958339
Date of experience: 20 February 2025
Reply from Crew Clothing
Dear jo Thomson
Thank you for taking the time to share your feedback with us. I am truly sorry to hear about the delays you’ve experienced with processing your refund, and I completely understand your frustration. A seven-week wait for a refund is far beyond the standard we aim to provide, and I sincerely apologize for the inconvenience this has caused.
I also regret that it has taken us an additional three weeks to respond to your chaser email, and I understand how this lack of communication only adds to the frustration. Please know that we are taking this matter seriously and are working to improve our refund process so that future delays like this do not occur.
I would be happy to personally look into your refund status and ensure that it is processed without further delay. If you could please provide your order number, I will make this a priority and work to resolve the situation for you as quickly as possible.
Once again, I apologize for the poor experience, and I truly appreciate your feedback. We value your business and hope to restore your confidence in our customer service.
Best regards,
Anam
Crew
I do like Crew clothing and have always been impreseed with the level of service. This has deteriorated quite noticably in the last few months. Delivery times, although stated as 1 or 2 working days has extended to well over a week.
The customer service is abysmal, which was noted in a recent issue that I had regarding an order and refund.
I am steadily losing faith witht a company that I have been quite loyal to in the past due to the quality and fit of the clothing
Date of experience: 20 February 2025
Reply from Crew Clothing
Dear Sir or Madam
Thank you for your email and for sharing your concerns with us. First, I would like to sincerely apologize for the experience you've had. I completely understand your frustration, especially after being a loyal customer, and I'm truly sorry that we have not met your expectations recently.
It is disappointing to hear that delivery times have been much longer than expected and that your recent interactions with our customer service team have not been up to the high standards we strive for. This is not the level of service we want to provide, and I deeply regret that we’ve let you down.
I’d like to assure you that I’m looking into your recent issues with delivery and your order refund to make sure we take the necessary steps to improve and resolve things. Could you please provide me with more details about the order in question so that I can assist you further and ensure we address the situation promptly?
We truly value your loyalty, and I would love to restore your confidence in Crew Clothing. Please let me know how I can help further, and I’ll personally ensure your concerns are prioritized.
Thank you again for bringing this to our attention, and I look forward to resolving this for you.
Best regards,
Anam
Crew
I see from my bank account that the postage charge has now been refunded - 16 days after my initial complaint. But no notification of refund, and no apology for the inconvenience caused. So two stars only.
However, the Cardiff store manager - Jennifer Powell - was most helpful when I visited there on Monday 16 Feb. She went to the trouble of phoning Crew Customer Services on my behalf and was able to tell me that the refund had been made on the Friday before (it had not yet shown up on my bank account). She is truly an asset to the company and deserves a full five star. Thank you Jennifer!
Date of experience: 17 February 2025
Reply from Crew Clothing
Dear Sir/Madam,
Thank you for your recent feedback and for taking the time to share both your concerns and the positive experience with our Cardiff store. First and foremost, I’d like to sincerely apologize for the delay in processing your refund and for not providing timely updates. We understand how frustrating this must have been, and I deeply regret any inconvenience this caused you. You certainly deserve a smoother experience, and I will ensure your feedback is shared with our team to help us improve our processes moving forward.
That said, I’m thrilled to hear about the exceptional service you received from Jennifer Powell at our Cardiff store. Jennifer truly exemplifies the high standard of customer care we strive for, and I will be sure to pass along your kind words to her. It’s wonderful to know that she went above and beyond to assist you, and she definitely deserves all the recognition!
Once again, I apologize for the frustrations you encountered with customer service, and I truly appreciate your understanding. We’re working hard to ensure better communication and quicker responses in the future. If there’s anything else I can do to assist you, please don’t hesitate to reach out.
Thank you for your continued support of Crew Clothing.
Best regards,
Anam
Crew
UPDATE: Crew collected the unwanted delivery, told me it was being refunded (minus the delivery charge!!).. and it hasn't actually been refunded so having to spend another 30 minutes still trying to get my money back.
Arrived a month late, despite having asked you to cancel the order when it wasn't going to arrive on time. Now have to go to the hassle of returning but your portal says its not despatched so I can't return despite having had it charged to my credit card. I now have to send a screen shot of the bank statement and 'you will get back to me' .. which didn't happen when I was told in January someone would .. so you have my money, I have to prove you have my money meanwhile I have £100s of pounds of items I don't want and have to find the money to pay for. You have also removed your phone number from the website making it hard to track down and when do call have outsourced your call centre to people who have no power to do anything as far as I can tell.
Date of experience: 18 February 2025
Reply from Crew Clothing
Dear Sir/Madam
Thank you for your email and for sharing your concerns with us. I am truly sorry for the delays you've experienced and for the frustration caused by not being able to return your items despite being charged for them. I completely understand how upsetting this must be, especially when you've already taken the time to reach out and request a resolution.
Please allow me to apologize for the delay in responding, and I understand that being told you would be contacted in January without follow-up has only added to your frustration. This is not the level of service we aim to provide, and I am deeply sorry for the inconvenience this has caused.
To address this issue immediately, I will personally ensure that your return is processed without any further hassle, even though the portal is showing incorrect details. If you could kindly provide your order number and a screenshot of the bank statement showing the charge, I will prioritize the return authorization and make sure that your refund is processed swiftly. You will not need to worry about paying for items you no longer want.
I also want to acknowledge the difficulty you've had in reaching us and the inconvenience of not having a contact number readily available. This feedback is valuable, and I will make sure it's passed along to improve our future customer service.
Once again, I sincerely apologize for the trouble and delays. Please rest assured that I will take ownership of resolving this for you and ensure a timely solution. I look forward to hearing from you and addressing this matter right away.
Best regards,
Anam
Crew
Ordered for the first time in the sales. Very nice clothes but didn't fit/suit/preferred other options so returned - this process was simple and easy. Unfortunately one item in my order has still not arrived (currently mid Feb). Have tried to contact crew clothing three times, keep getting automated responses saying they'll reply within 48h but so far no response. This alone would put me off ordering again, which is a shame as I like the look of a lot of their items!
Date of experience: 17 February 2025
Reply from Crew Clothing
Dear Shula
Thank you for your feedback, and I sincerely apologize for the issues you’ve encountered with both your order and our customer service. We’re glad to hear that you liked the clothes and found the returns process straightforward, but we deeply regret the delay in receiving one of your items and the lack of response from our team.
I completely understand how frustrating it can be to not get the support you need, especially after multiple attempts to reach us. This is not the level of service we aim to provide, and I apologize for the inconvenience this has caused. I will personally escalate your case to ensure that your issue is addressed promptly, and I’ll make sure you receive the item or an update on its status as soon as possible.
Your feedback is incredibly valuable, and we will take this opportunity to improve both our response times and communication moving forward. We truly appreciate your support as a customer and hope that we can resolve this to your satisfaction.
Please feel free to reach out directly, and I will ensure that your concerns are handled without further delay.
Kind regards,
Anam
Crew
2 support requests logged and no response. No jumper 2 plus weeks on from ordering
Expected better. Won't be buying again
Date of experience: 13 February 2025
Reply from Crew Clothing
Dear Jon
Thank you for bringing this to our attention. I am truly sorry for the lack of response and the delay in receiving your jumper. This is absolutely not the level of service we aim to provide, and I completely understand your frustration.
We strive to ensure that all customer inquiries are answered in a timely manner, and it’s concerning to hear that your support requests have gone unanswered. I will personally look into your case and ensure that your jumper is located and sent to you as soon as possible.
I completely understand your disappointment, especially after the two-week wait, and I apologize for letting you down. If you would prefer a refund, please let us know, and we will process it immediately.
We value your feedback and will take steps to improve our response times to avoid situations like this in the future. I hope you will reconsider giving us another chance to provide you with a better experience.
Thank you for your patience, and please don’t hesitate to reach out with any further concerns.
Kind regards,
Anam
Crew Clothing
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