I ordered two of the same dress - both stained with either ink or blood. I've tried to remedy this with the AI assistant but it doesn't understand and it takes over 24 hours to actually speak to a hum... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Purchased a dress, paid for delivery. Returned dress on the 13/11/25 paid to return it. Still waiting for my refund. Terrible customer service, would never shop here again. Received a message saying... See more
Company replied
Found it difficult to cancel my order. No human to talk to. Had to go into hospital. So tried to cancel order straight away. But computer or assistant refused to cancel it. I’ve been so stressed . Be... See more
Company replied
Warning do not purchase if you may need to return. I returned my item (DUX045128300) on the 10/11/25 via InPost which tracking confirms was successfully returned 13/11/25. I have waited the x15 days a... See more
Company replied
1.3
Bad
115 reviews
Replied to 98% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Stay clear - serious refund issues
I returned my order 20 days ago and still haven’t received a refund. Tracking shows they received the order 17 days ago. Tried contacting them and only got through to an AI bot. Finally managed to get transferred through to customer services and they haven’t replied to me after waiting an hour.
My sister who has spent over £400+ is having the same issue with her return and she sent her return back even earlier than I did.
Appalling, would never order from them again
August 11, 2025
Unprompted review
Reply from Coast.com
Hi Katie,
Thank you for taking the time to leave a review, and I am sorry to hear that you have yet to receive your refund.
We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Thank you for your patience
- Rebecca
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I am still awaiting my refund …
I am still awaiting my refund even though the ai reply in WhatsApp send me a message stating my refund was in progress and the same message stated refund issued on 2025-08-16 @09:05:09. An EFT to my card does not take 10days!!! I will no longer purchase from coast as much as I loved their dresses. Amazingly my refund was in my account on 31st August!!! 4 days after posting this review
August 27, 2025
Unprompted review
Reply from Coast.com
UPDATE
Hello Cait,
Thank you for sending over the order information. I can see that your refund has been issued. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. This will have been back in your original card payment method by 4th September.
Many thanks,
- Rebecca
-----------------------------------------------------------------------------------------------
Hello Cait,
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you are still awaiting your refund. I'd like to look into this further for you, but I will need a few more details from you first. Please could you reply to the message you will have received off Trustpilot requesting more information. I will require your order number and email address. - Joshua
I have been waiting two weeks for a…
I have been waiting two weeks for a refund of my order (DUX043114778) and have received no communication from whatsoever from Coast. Annoyingly, I cannot get through to an actual person as their customer service is automated. I would like my money back!
August 21, 2025
Unprompted review
Reply from Coast.com
Hello Nicole,
Thank you for taking the time to leave your review. I am sorry to hear you have not yet received your refund.
Having checked your order I can see that a refund is on it's way back to your original payment method and you can expect this by September 5th.
Thank you
Aimee
Awful customer service - avoid!!!
Worst customer service I have experienced. If I could give a zero I would. I am waiting 35 days for my refund to be processed with absolutely no update.
The only way to contact them is through an AI response on wats app that doesn't know how to respond!
**There are only messaging methods of communication which are not with an actual agent. I have used them and still no refund or update on when I will receive my refund
July 11, 2025
Unprompted review
Reply from Coast.com
Hello there
Thank you so much for taking the time to leave a review regarding your recent experience with our brand, we appreciate all feedback to help improve our service.
We have multiple methods of contact. You can find them here: https://www.debenhams.com/pages/informational/contact-us
Please use one of those methods to get help with your refund query.
Thanks.
Abdullah
AVOID!!
AVOID!!!
Ordered 3 x dresses, returned them the next day and I am still waiting for my refund 4 weeks later. The customer service is terrible, it's gone from we're processing your refund now, to we've processed your refund and are waiting to send to your card issuer, to now "we'll let you know when your return arrives at our warehouse"!
I wouldn't mind, this is over £300 in dresses that I'm waiting for a refund for. I have also asked multiple times to escalate this to someone else in the business which has been ignored. My next step will be to small claims court and reporting to trading standards!
**NOTE that under the Consumer Rights Act 2015, refunds should be back in accounts within 14 days of the return so any consumers waiting for refunds are well within their rights to take Coast/ Debenhams to Small Claims court to receive the refund back, and Coast/ Debenhams ARE liable for any court fees if they lose**
Hope this helps anyone in a similar situation.
July 29, 2025
Unprompted review
Reply from Coast.com
UPDATE:
Thanks for providing your order details Laura. When checking your order, the refund has been raised when the parcel was recieved back at the warehouse. I have sent an email to your email address with the refund ID reference. Please supply this to your payment provider to help locate your refund.
Thanks,
Joshua
-----------------------------------------------------------------
Hello Laura,
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you are still awaiting your refund. I'd like to look into this further for you, but I will need a few more details from you first. Please could you reply to the message you will have received off Trustpilot requesting more information. I will require your order number and email address.
Thanks
Joshua
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No refund
Order number DUX042128400
Return delivered since 25 July
I am still waiting on refund, customer service robot tells me I am being passed to a customer service operator and I never get a message back!!!
I have returned another parcel and am so afraid I will be in the same situation!
August 11, 2025
Unprompted review
Reply from Coast.com
Hi Siobhan,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear you've not received your refund.
We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again.
I can assure you that the refund will be processed and will be with you soon.
Take care.
Rob
Very poor experience — charged for failed delivery and received item again
I’m really disappointed with my experience. I placed an order (DUX041380254) and was charged £15 for next-day delivery, which never arrived on time. After chasing this several times and finally refusing the parcel, I was refunded — or so I thought.
To my surprise, the same order showed up again for collection weeks later, even though I had clearly declined it multiple times. I’ve spoken to several customer service reps, but nothing has been resolved properly.
Now I’m stuck with items I didn’t want and Debenhams expects me return them as a gesture of good will but with NO appreciation. I’ve been more than patient, but this whole situation has been frustrating and time-consuming.
Please sort out your systems and customer communication — and don’t charge for premium delivery if you can’t deliver on the promise.
July 1, 2025
Unprompted review
Reply from Coast.com
Good morning Irina, thank you for taking the time to leave a review regarding your recent experience with our brand.
I'm really sorry to hear your order never arrived on time and this was refused but was still delivered to you.
I have taken a look and can see our Customer Service team issued a full refund and you have now received the items which is why we advised to return back to us. If you could please return the items at your earliest convenience we would really appreciate it.
Take care - Devon
Awful customer service
Awful customer service. Order placed on 19th June ( next day delivery for arrival 20th June ) parcel never arrived and EVRI have confirmed the parcel is lost and directed me speak with Coast / Debenhams.
I tried email and facebook messenger and was continually told to wait until 1st July as my parcel might still arrive, despite EVRI confirming it’s lost.
Now, 2nd July, still being placed in a customer service queue with no response.
The order was occasion dresses for a wedding which I had to reorder as I didn’t have time to wait until 1st July in the event they might arrive.
The reorder was received. I chose the dress and size and returned the others and have already had an email to say they have received my return.
No idea why this can be dealt with.
Really put me off buying from them again.
July 2, 2025
Unprompted review
Reply from Coast.com
Hi
Thank you for this review, I'm sorry to hear your parcel has experienced a delay in getting to you.
Although the majority of our orders are delivered within the timeframe chosen at checkout, delays with couriers do sometimes happen that are out of our control and when they do, they ask to allow more time for delivery to be made before we are able to declare the parcel as lost. Due to the volume of parcels within Evri's network at any given time and them always moving, it is not possible for them to conduct a thorough search for an individual parcel and we do find that parcels are located and delivered within this timeframe.
The timeframe given is one agreed with Evri themselves and until the given date passes, the parcel is still expected to be delivered. Our customer service team will respond to all emails as soon as possible and will ensure any parcel lost in transit is refunded for you.
Thanks - Dean
Found it difficult to cancel my order
Found it difficult to cancel my order. No human to talk to. Had to go into hospital. So tried to cancel order straight away. But computer or assistant refused to cancel it. I’ve been so stressed . Because I haven’t been able to take delivery of this Hoover. So now it’s been sent back to depot. I assume. Stuck their . Can’t get refund until this is sorted. Unacceptable in my view. No customer service at all.very bad. Will never order from them or Debenhams online again. Really stressful.
June 20, 2025
Unprompted review
Reply from Coast.com
Hi Margaret
Thank you for this review.
Due to the volume of orders received and speed they are processed, we are unable to cancel orders once they have been made. We do offer a 28 day return timeframe for all orders so if any items are not wanted, they can be returned for a refund within this time.
If your parcel is currently being held by the courier at a depot, we will need to wait for this to be returned to the sender to provide a refund on the order. Once the tracking shows the parcel is on the way back to them, please let us know and we'll be able to advise further.
Thanks - Dean
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I have made a return and at NO POINT…
I have made a return and at NO POINT DID I REQUEST FOR IT TO BE ON A GIFT CARD! i have made multiple attempts to contact customer support and all have failed. I need my £927.49 refunded immediatley. These where potential wedding dresses that i bought. This is not ok!!
do not shop from this company. your money will be stolen.
June 23, 2025
Unprompted review
Reply from Coast.com
Hi Priscilla,
Thank you for taking the time to leave a review of your recent experience. We have recently introduced a new option in how customers can receive refunds.
You will now be offered two options when logging your return -
(i) refund to gift voucher
(ii) refund to original payment method
It is a customer’s responsibility to ensure you are carefully reading and understanding the options available before continuing to the next page/step. These options are clearly set out online, and selections made at this stage are final once you continue.
Once an option has been selected, we are unable to make changes or cancel it. This choice is presented each time you make a return, so for future returns you can select a refund to go back to the original payment if you prefer.
Take care.
Rob
Order
Order: DUX040862195
I’ve waited 17 days for my refund and I didn’t get the full refund. They sent me two of the same dress instead of the correct order, and these dresses are the ones missing from the payment. They have clearly lost the dresses themselves and now I have spoken to customer service 3 times with no success. I’ve been waiting for 20 minutes for someone from the customer service team to chat with me
June 22, 2025
Unprompted review
Reply from Coast.com
Hi Emily
Thank you for this review, I'm sorry to hear that you have had an issue with the return and refund process.
When an incorrect item is received, we ask to be made aware of this before the return is made so we can ensure refunds are processed correctly. I can see our customer service team responded well within the 48 hours we ask to allow to respond to all messages and they have raised this with the relevant team to look into further. Please allow the given timeframe for the team to get back to you about this.
Thanks - Dean
Appalling service
Appalling service, purchased three dresses, returned two on the 22nd April, still awaiting my refund, no email or telephone number. Been chasing via WhatsApp, they keep advising that’s it’s on the way, still nothing! Purchased two dresses from John Lewis and returned one and received my refund within a week! Avoid coast! Is a shame as they used to be a go to for me!
May 17, 2025
Unprompted review
Reply from Coast.com
Hi Ashley
Thank you for this review, I'm sorry to hear you are still waiting on a refund for this order. I can confirm your refund has been issued and is currently making its way through the system. Please be assured that your refund is on its way and we expect that this will be in your account soon.
I appreciate your patience with this
Thanks - Dean
Would leave a zero if I could
Would leave a zero if I could. I’ve had the same experience as previous reviewers. 2 dresses were returned 3 weeks ago and I keep being fobbed of that my refund is in the system. Usually when companies start behaving like this they’re going into liquidation. I’ve paid with PayPal and escalated it to a claim but I warn all potential buyers to steer clear of coast!!!!
April 24, 2025
Unprompted review
Reply from Coast.com
Hi Amy
Thank you for this review, I'm sorry to hear you are still waiting on a refund for this order. I can confirm your refund has been issued and is currently making its way through the system. Please be assured that your refund is on its way and we expect that this will be in your account soon.
I appreciate your patience with this
Thanks - Dean
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TERRIBLE RETURNS SERVICE
Ordered 3 dresses on 17th April. All arrived from different suppliers, one extremely late. All had different returns processes but I managed to set up a return for all 3. One has gone completely missing, another I had to pay £5.40 to return myself after emailing back and forth with the supplier for a few days. For the two that have been received by the suppliers (the first on the 28th April) I still - 12 days later, have not received any refund amounts, and have also just learned that I will be paying £1.99 PER ITEM for returns. That's £11.37 I will have spent returning dresses that I have not yet even had a timely refund on. I'm totally disgusted. Customer services are extremely slow and mostly serviced by bots or humans who are poor communicators. The website is very misleading - it does not make it clear at all that they are effectively a marketplace seller, had it been clearer I would have not been willing to buy from them in the first place. I implore you not to buy from Coast but find the brand of dress you like and buy directly from them. Trust me, buying through Coast is not worth your time or energy.
May 10, 2025
Unprompted review
Reply from Coast.com
Hello there, thank you for taking the time to leave a review regarding your recent experience with our brand. We appreciate all feedback to help improve our brand/service going forward into the future.
Please contact our customer service team with the missing returns postage receipt and name and we will get this looked into for you: https://www.coastfashion.com/pages/informational/contact-us
I can confirm your refund has been processed and is currently making its way through the system. Please be assured that your refund is on its way.
Please refer to our website under ' returns' which states each return will be charged at £1.99 if ordering from concessionaire brands within 1 order.
Kind regards -Millie
Order ref: DUX039112091
Order ref: DUX039112091 I would leave a 0 star review, if I could. Absolutely shocking customer service. Returned a dress on the 22/03 and it was received by Coast on 27/03. Almost 3 weeks later, I’m still waiting for my refund. I have repeatedly been lied to about the refund being issued and have been given 3 different dates as to when I’ll be getting my money back. TOTALLY UNACCEPTABLE - DO NOT BUY FROM THIS COMPANY.
March 22, 2025
Unprompted review
Reply from Coast.com
Hi
Thank you for this review, I'm sorry you feel this way about your experience with us.
When a return is made, as per the agreed returns policy, we ask to allow 15 days for the parcel to reach our warehouse and be refunded, and a further 5 working days for the refund to be fully processed with your payment provider.
I can confirm the refund has been fully processed within this timeframe and should already be showing on your account.
Thanks - Dean
Utter rip off on return charges!
Utter rip off! What they don’t tell you is that they will dispatch your order in many different parcels - then charge you £1.99 for each parcel returned. It should be £1.99 for one return since they were ordered as one order. Asked for a refund on part of the return costs - wasn’t granted. This is on top of the £2.99 delivery charge in the first place (on an order of £170).
February 21, 2025
Unprompted review
Reply from Coast.com
Hello Lynsey,
Thank you for taking the time to leave your review and sharing your feedback with us.
Returns are charged at £1.99 per return parcel and non refundable. This covered in our Terms and Conditions and on our Returns Policy online here - https://www.coastfashion.com/pages/informational/returns / https://www.coastfashion.com/pages/informational/terms-and-conditions
We value your feedback and will use this so we can implement any changes needed to ensure we provide the best possible service and quality going forward.
Thank you
Aimee
Ref DUX035024960
Ref DUX035024960
Placed ord mid December. Not delivered. Told refund was processed and should be in my bank account by 17/0/24. Have checked 3 times with my bank no record of payment back to me. Coast have stopped replying to my emails telling me it’s up to me to contact my bank to resolve payment. Absolutely terrible customer service. No product and no refund. I’m having to do the run around for someone else’s ignorance
December 12, 2024
Unprompted review
Reply from Coast.com
Good afternoon Padraig, thank you for taking the time to leave a review regarding your recent experience with our brand. I’m really sorry to hear you haven't received your refund yet.
I have taken a look and can see a refund was processed on the 10th December and our admin team reached out to you via email on the 12th to advise you of this, as this has been issued from our side you will need to contact your bank to discuss this further.
Take care - Devon
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Ordered a dress for an event on the…
Ordered a dress for an event on the 21st November, 17 days ago. EVRI have clearly lost the parcel but they won’t refund so I can buy something else for my party, all changed since they were bought out - AVOID
December 8, 2024
Unprompted review
Reply from Coast.com
Good morning Dawn, thank you for taking the time to leave a review regarding your recent experience with our brand. I’m really sorry to hear you haven't received your item yet and this was needed for an event.
If you require more assistance in regards to your order our customer service team can be contacted on a number of platforms 7 days a week, and the link below will provide our details: https://www.coastfashion.com/pages/informational/contact-us and they will be able to investigate this further for you - Devon
SCAM! Be careful!!!
SCAM!
Be careful when ordering. I wish I had read the reviews as I ordered dresses and they did not fit so I returned them. I returned via tracked and can see both dresses were delivered to them and yet they have only refunded for one dress. Their customer service is AWFUL and just send the same automated message. They also do not give you their address even though repeated requests were made so I can file a claim.
BE CAREFUL!! order through credit card only so they can help you chase up problems on your behalf
November 4, 2024
Unprompted review
Reply from Coast.com
Hi Shiba
Thank you for this review. When making a return, we ask that this is made using our returns portal and if there is an issue with the refund that is processed, we are then able to investigate this further.
So I can advise further on this, please can you respond to the message I have sent through TrustPilot with your order details?
Speak soon - Dean
Generating return
Lauren P from the costumer service was very helpful with the issues that I had. She had no trouble giving a helpful hand with my return. Definitely appreciate her work and lovely to communicate with.
Thank you very much with the support.
September 24, 2024
Unprompted review
Reply from Coast.com
Good morning Olga, thank you for taking the time to leave a review regarding your recent experience with our brand. We appreciate all feedback to help improve our brand/service going forward into the future.
I am so happy to see Lauren P was very helpful and lovely to communicate with and that she got your return sorted!
Take care - Devon
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