Topshop Reviews 

Terrible customer service. I think they are not doing well moneywise. They are desperate and no refunds even if their system is faulty. I will never buy from them again.

You can start by sending me my refund for item purchases on 05/09/26 and returned back on June 8, 2026

DO NOT SHOP HERE. I returned a dress that was 90€ and recieved an email that they got it. It's been 2 weeks and I still haven't received my refund and there is no way to contact them. I've been given the run around through live chats and AI. AWFUL AWFUL AWFUL

Absolutely horrendous same as everyone here AI bot and no follow up with a refund even though got confirmation the product was returned

Shocking customer care, you can’t actually speak to a human and the AI bot passes you onto customer care team who just keep asking the same questions send the same text and then don’t reply and you get cut off and have to start again

COMPLETE NIGHTMARE TRYING TO RETURN. THE AI IS HOPELESS AND THE AGENT DOESNT EXIST.
NEVER GOING TO BUY FROM THEM AGAIN!!!

Still awaiting to hear back from customer service five days now Now just going to contact my back re exchange or refund . Pathetic

Dress beautiful but zip broke on first wear. Unable to find an email address to discuss return. Ai chatbot ineffectual and sends you in circles. Customer service non existant.

Shameful experienced I returned an item and I have sent many messages to customer service: no answer !!! This is scandalous - you need to reimburse your customers

Ordered a pair of jeans online. I received a top instead. Annoying thing to happen, but not the end of the world. I speak to the chat bot online, they take ages to respond and only respond with robotic, scripted responses. They tell me I have to return the wrongly sent item, so go out of my way to send back something they sent wrongly. And then wait for a refund on my item I never received. They then ended the chat early and never waited for my response back.

They should instead apologise for the mix up, and send out a replacement correct item. I should not have to return an item they wrongly sent me. Instead, I have to go out of my way to return a wrongly sent item, wait ages for a refund. Makes no sense, and unhelpful customer service chat bot.

Also the order came crumpled up in the bag.

Scammers

There ads are full of lies.
The city the inventor was from changes every time

Their reviews are unlinked because they are fake.

Only scammers lie and have FAKE reviews!

Absolutely awful customer service!! Agents are like robots following a basic script and don’t know what to do if it doesn’t match that. I placed an order and they’re saying it’s on a different email address so despite knowing I’m the same person and having a photo of the package they can’t help me. I don’t even have another email address so something has gone wrong their end but computer says no. So now I’m stuck with a pair of shoes I don’t want. I’ll never order again

I returned my order to Topshop at the beginning of April and received written confirmation from the company that my return had been received. However, now in mid-May, I still have not received my refund. I have opened a claim, contacted PayPal, and tried everything possible, but I still cannot get my money back. We are talking about 500 euros!!!
I am extremely disappointed. The customer service is the worst I have ever experienced. At this point, I honestly fear that I may never get my money back. An absolute disaster.

there not reliable very poor communication,i ordered 1 item for $49.93cnd and suddenly i had an other invoice for $108.43. I paid trought paypal. trying to cancel the second order an it a nightmare.If you order on this site be very carfull and i dont recommended it.

Very disappointing experience with Top Shop Albania.

I purchased two pillows for 4,000 ALL, and just 2 days later the exact same product was discounted to 2,500 ALL. A price drop this significant in such a short time creates a strong sense of unfairness and makes customers feel misled.

While price changes can happen, this kind of practice shows a clear lack of transparency and consideration for recent buyers.

At the very least, I would expect some form of adjustment or customer support in such situations, but it seems that once the payment is made, customer care is no longer a priority for the company and especially for the manager named Fation telling to the costumer why are you upset for that small amount.Ridiculous

I would not recommend.

Emails advised me to go to my account to make a return but, having completed the first page of the return, it wouldn't progress to the next page.
It turns out you have to go to the return page and click on a link there and it will take you to a different version of the page which does allow you to make the return.
Then the biggest problem is that I was only allowed to return via royal mail collection which requires me to be in from 10.45 and 1.45pm which isn't possible within the return time frame because I'm going away in a week. I want to return to a post office but this isn't available I live in London.
I then tried to change the collection arrangements to leave the parcel outside my front door - I thought I would have to take the risk of getting it stolen - but despite the webpage giving this option the system wouldn't accept the changes.
What a mess.

I have spent hundreds on Topshop since they have been given a new lease of life. Unfortunately, my most recent experience is making me double think spending further. Ordered a dress on 5th April, received an email a few days later saying it had been delayed by one working day. When it still didn't arrive, I contacted Topshop via their Customer Care chat feature, who told me that InPost had it and my tracking should be updated soon (tracking is still showing 6 April "Order is being prepped"). I was told to expect it 10 April.
Order still not arrived by 10 April, contacted via Customer Care chat again, I was once again told that InPost had it and it should be delivered by 14 April.
There are still no updates, and now I have contacted InPost, they have told me that they have NOT received it and it is STILL with Topshop:

"I’m sorry to hear that your parcel has not yet been received. I’ve checked our system, and it appears that the parcel has not yet entered the InPost network.
If the sender has confirmed that the item has been sent, please ask them to contact ASOS directly. Once they do, we will work with ASOS to investigate the issue further."

I have gone on to their Customer Care section now to raise this issue with them and none of the Customer Care part of the site is working, least of all the chat feature which is the only way you can actually speak to someone.

Having looked at Trust Pilot reviews, it seems they are letting a lot of people down. As a long time customer, I shouldn't be sent in circles and lied to by the retailer. I would like to know where my parcel is and when I can actually expect to receive it, because InPost do not have it.

As their customer service is down, I feel that this is the only way to get anywhere with this issue.

Order TS-1922 - still no sign of it despite ordering it on 17th March. 5 attempts to contact customer service via the contact form on their website and zero response. 2 attempts at emailing the compliance team and zero response.

I‘m a longtime ASOS customer and, despite ASOS owning TopShop, their customer service won’t help you.

Dreadful experience all round and still no clue what has happened to my order.

As an overseas customer, I received a pair of cut-label Topshop jeans from your official website that had clear signs of prior wear. （The inner pockets are heavily pilled.）This is absolutely unacceptable！ZERO tolerance and strong contempt for such dishonest conduct！

Awful . It’s Friday night . I ordered a jacket on Tuesday, ive yet to receive an email to says it been despatched and left their warehouse . Like are they still making it ? Do they not have enough staff in the warehouse ? All these orders just sitting waiting to be packed ??! What is going on with this company ??? I feel like it’s false advertising as for me, it doesn’t seem like they have it to sell as why would the be hanging on to it??