All was fine except the returns process: they hold the money for 2 weeks before issuing a refund. There is no emails or communication except for the automated robotic messenger chat which is quite spe... See more
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
My order was not delivered on the day that was specified. I messaged and felt that they were blaming the courier and vice versa. All of a sudden was inundated with updates. The dresses arrived but do... See more
Company replied
Coast used to be a great company selling quality clothing and had great customer service. Not sure what has happened but have had a painful process trying to organise the return of 2 dresses. Returns... See more
I returned a dress to Coast asking for a refund, they sent me a returns code to use via Royal Mail, I did this at the post office and got an email from them on Tracking to say that the item had been r... See more
Company replied
Company details
Information provided by various external sources
Discover women’s occasionwear and wardrobe essentials. Shop the new Coast collection now, including dresses, jumpsuits and accessories.
Contact info
United Kingdom
- coastfashion.com
1.5
Bad
3K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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Appalling customer service …
The worst customer service I’ve ever experienced! After ordering a dress with a £2.99 delivery charge I was then charged a further £3.99 delivery protection without even selecting this option. Very misleading and I’m sure has caught many customers out! I have then spent over a week trying to get the issue resolved but getting nowhere with automated and AI responses, half of which make no sense at all! All I want is a refund for the £3.99 extra charge - please don’t refer me to customer service chat again I would like this to be resolved directly with a human agent via email ASAP. :
September 22, 2025
Unprompted review
Reply from Coastfashion
Hi Jo,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear about your issues with your recent order.
We do value your feedback, especially when it helps us identify areas for improvement.
I'd kindly advise to contact customer services for an update if this still hasn't been resolved -
https://www.coastfashion.com/pages/informational/contact-us
Thank you and take care.
Rob
Kai was great in responding quickly and…
Kai was great in responding quickly and efficiently to my email in regards to a late delivery
Excellent service so far
September 21, 2025
Unprompted review
Reply from Coastfashion
Hello Brenda, thank you for taking the time to leave a review regarding your recent experience with our brand.
I am so glad to hear Kai was great and responded so quickly.
We appreciate all feedback to help improve our brand/service going forward into the future.
Take care - Devon
Have so far been waiting five days for…
Have so far been waiting five days for dispatch confirmation and I have received nothing. I Have sent two emails and had no response. Wouldn’t order again unfortunately.
** item still has not arrived after 9 days. It’s a shame that Coast have been able to reply to a negative trust pilot review but not to the two emails sent chasing the order.
September 13, 2025
Unprompted review
Reply from Coastfashion
Hello there, thank you for taking the time to leave a review regarding your recent experience with our brand.
I am so sorry to hear you haven't received your order yet or a dispatch email.
I have requested more information from you through Trustpilot so we can take a look for you.
Please provide the email address you used to place the order, speak soon - Devon
Dubious refund process from Coast…
Although I was buying through the Coast website, my purchase was for dresses from Jolie Moi Concessions Ltd, I returned them as they were not as expected. It then became apparent that Coast do not have a telephone number or a customer service team and the entire process is automated. The return and refund are being processed through another company called DBZ Brand Partner. Having posted my returned items over 3 weeks ago I am still awaiting the refund and my only option is to use an automated chat which doesn’t provide the information needed. I would not buy from Coast again going forward.
September 16, 2025
Unprompted review
Reply from Coastfashion
Hello there, , thank you for taking the time to leave a review regarding your recent experience with our brand. I’m really sorry to hear the dresses you ordered weren't as you expected and returned them back to us for a refund.
As our customer service team are online we do not have a contact telephone number. The item was purchased from our 3rd party concession brand and the return would have needed to be sent to them.
Your refund should have now been processed, this is making its way through the system and will be with you soon.
Take care - Devon
Absolute nightmare
Absolute nightmare of an experience. I ordered 3 dresses and a jumpsuit, all of which turned up creased to death & looking awful. I immediately started the returns process, the jumpsuit was returned to a separate vendor & they dealt with the refund straight away. The dresses directly from Coast haven’t been refunded, I’ve contacted Coast by WhatsApp & text message & the response is generated by AI so it repeatedly asks the same questions & keeps telling me the jumpsuit has been refunded but can’t understand it’s the dresses I’m interested in. It’s so frustrating. It’s also a real shame because Coast used to be a good brand, don’t waste your money.
September 13, 2025
Unprompted review
Reply from Coastfashion
Hi,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear about your issues with your recent order.
We do value your feedback, especially when it helps us identify areas for improvement.
I'd kindly advise to contact customer services for an update if this still hasn't been resolved -
https://www.coastfashion.com/pages/informational/contact-us
Thank you and take care.
Rob
Faulty dress, AI assistance horrendous
The zip broke on my dress, it was first time wearing it out and fit was good. The zip had been difficult to use and then teeth came apart. As the zip was stuck it had to be pulled apart. I've tried over 9 times sending emails, photos and video of dress to 2 different Coast contacts but receive AI responses repeatedly asking for same thing then nothing happens
September 12, 2025
Unprompted review
Reply from Coastfashion
Hi Lisa,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear about your issues with your recent order.
We do value your feedback, especially when it helps us identify areas for improvement.
I'd kindly advise to contact customer services for an update if this still hasn't been resolved -
https://www.coastfashion.com/pages/informational/contact-us
Thank you and take care.
Rob
I contacted coast to ask where my…parcel was
I contacted coast to ask where my delivery was and immediately with in 30 seconds of pressing the send button, I got a response from a lovely person called Kai. Amazing Kai and thankyou for being so professional and helpful
September 9, 2025
Unprompted review
Reply from Coastfashion
Hi Tracy,
Thank you for taking the time to leave us a 5* review! Glad to hear Kai was able to help you.
Positive feedback is always great to hear, and we appreciate your kind words. I will be sure to pass on your feedback.
Thank you and take care.
Rob
Ordered a dress which a month later I…
Ordered a dress which a month later I have not received , evri confirmed they have lost it so now out of pocket
I get a automated reply from coast to say they are busier than usual but never actually get back to me ,
Not happy at all
August 20, 2025
Unprompted review
Reply from Coastfashion
Hi Julia,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear about your issues with your recent order.
We do value your feedback, especially when it helps us identify areas for improvement.
I'd kindly advise to contact customer services for an update if this still hasn't been resolved -
https://www.coastfashion.com/pages/informational/contact-us
Thank you and take care.
Rob
Frustrating experience
Quality very disappointing. Placed 2 orders which have been returned. Returned both items 2 weeks ago and no sign of a refund. Have tried to contact customer service to follow up through their channels on what’s app,message and messenger and it’s on an AI rersponse. If I don’t hear back within 24 hours I will raise a dispute with my credit card as the purchase is over £100. If someone at Coast can please r3spomd to me and action the refund it would be easier.
August 8, 2025
Unprompted review
Reply from Coastfashion
Hi Caroline,
Thank you for taking the time to leave a review. 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 for your return will be processed, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.coastfashion.com/pages/informational/contact-us
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor.
Many thanks,
- Rebecca
Terrible company
As with other reviews. Horrible cheap dress which had a long thick black hair stuck to the front of it.
Waited weeks for refund and as yet still nothing. Appalling company no one gets back to you.
September 4, 2025
Unprompted review
Reply from Coastfashion
Hi Angela,
Thank you for taking the time to leave a review. I am sorry to hear you were unhappy with the quality of the dress, and that it arrived in this condition. I will be sure to pass on this feedback so we can work on improving this in the future.
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 for your return will be processed, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.coastfashion.com/pages/informational/contact-us
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
Daylight robbery! AVOID!!!!
I bought a few items from Coast recently and decided to keep one top, one dress and send the rest back. I wore the top once and it fell apart at the seams in multiple places despite not even being tight on me. I emailed them to see if I could send it back with the rest of the items but never got a response. I have since sent it back with the rest of the items and haven’t had any correspondence since. No refund has been issued for any of the items. I will NEVER buy from them again. It’s weird because it’s owned by the same company as Karen Millen and their customer service is fine.
August 11, 2025
Unprompted review
Reply from Coastfashion
Hi Abi,
Thank you for taking the time to leave a review. I am sorry to hear that a top has become faulty, and that you are awaiting a refund for the items you have returned, as well as a response from our customer services team.
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
Awful!!
I, like others, probably only ordered from here based on the Debenhams and Coast names. The clothing sold is poor quality, overpriced, and with awful sizing. The refund process is convoluted and designed I'm sure to put people off returning items. Nearly three weeks and I am still waiting on a refund.
I would advise others to take heed of the poor reviews on Trustpilot before buying anything from this company.
August 13, 2025
Unprompted review
Reply from Coastfashion
Hi Julie,
Thanks for taking the time to leave a review. I am sorry to hear that you are unhappy with the quality. I will be sure to pass on this feedback so we can work on improving this in the future.
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 for your return will be processed, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.coastfashion.com/pages/informational/contact-us
Thank you for your patience,
- Rebecca
Clothes returned over two weeks ago no acknowledgment or refund I am discussed with the lack of customer service they promised to contact me within 48 hours and 96 hours later still waiting
clothes returned over 15 days ago
August 18, 2025
Unprompted review
Reply from Coastfashion
UPDATE:
Thank you for providing that information for us, Jennie.
When checking the order the first refund for the cancelled item was refunded and cleared 10th August. The second refund for the return items has been processed to clear back to your account by 6th September.
Please note it can take us up to 14 days to process your return once received and issue your refund. It can then take up to a further 5 days for your payment provider to show the refund as an available balance again. Please note for £1.99 return cost was deducted from the total refund amount to cover the return of each parcel as advertised on our website: https://www.debenhams.com/pages/informational/returns?srsltid=AfmBOoqaWd6m2VW8rWQm7SepKAtjN0Ztt00g0621IBeZ0LyU-tfAuikb.
Many thanks, - Joshua
_______________________________________________________________________
Hello Jennie,
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you do not have your refund yet. 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
Appalling customer service, don’t expect any help
As so many other reviews say, the customer service is absolutely appalling. I’ve never experienced anything this bad, and felt compelled to share my experience to warn off others. I ordered 6 bridesmaid dresses. One of the dresses they sent was wrong. We reached out to customer service to get the right dress sent out but we didn’t receive a reply for almost two weeks, at which point I had emailed, WhatsApped and sent a message on Facebook messenger. The problem was never resolved. I’ve returned everything to them and still awaiting a refund despite the items reaching them two weeks ago. I would never order from here again.
Update: We ordered these dresses at the end of July. It’s been almost two months and we’re still missing part of our refund. I’m speechless.
August 24, 2025
Unprompted review
Reply from Coastfashion
UPDATE:
Thank you for providing that information for us, Annie.
When checking the refund for the first parcel returned has been refunded to clear back to your account by 4th September.
For the final parcel that is still tracking back, I've arranged the replacement to be sent as promised. Please allow up to one hour and check your emails for the new order confirmation.
Many thanks, - Joshua
_______________________________________________________________________
Hello Annie, Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear how your order has arrived and you do not have 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
Absolutely zero customer service
Absolutely zero customer service. Sent some dresses back at the beginning of August. The only responses I’ve received was from an AI bot. They keep promising my £280 will be refunded but with each message the date changes. Honestly I never write reviews but this is so awful I felt I needed to warn people. Avoid at all costs
August 23, 2025
Unprompted review
Reply from Coastfashion
Hello Vicky, Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you have no update on 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
Appalled AVOID
Appalled - only used Coast because of the previous reputation of both Coast and Debenhams. Wish I had read these reviews first. Items poor quality and overpriced. Returned nearly a month ago, only contact is through hopeless AI chat bot which just confirms items have been returned and refund ‘will be processed’ absolutely no confidence that I’ll ever see my money again. Avoid avoid avoid.
July 29, 2025
Unprompted review
Reply from Coastfashion
UPDATE:
Thank you for providing that information for us, Susan. When checking the refund for your order has been raised for you.
Please note it can take us up to 14 days to process your return once received and issue your refund. It can then take up to a further 5 days for your payment provider to show the refund as an available balance again.
I have sent an email to the address on the account to confirm the refund ID and date the refund cleared to help locate your refund for you.
Many thanks,
- Joshua
_______________________________________________________________________
Hello Susan, Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear how your items arrived and that you do not have your refund after sending your items back.
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
The worst experience I have ever had…
The worst experience I have ever had…
The worst experience I have ever had with a clothing retailer !!!!
Returned items and tracking confirmed they received the items on the 29/07/25… I have only been refunded for half the delivery, yet all the items were in once parcel !!!
The customer service has been horrific, I have been ignored repeatedly and the one reply I did get they said they would look into the situation and get back to me by a certain date, what a surprise they did not get back to me.
Looking at other reviews this is happening to multiple people. How can this be allowed? Im down hundreds of pounds. This is actual theft?
WHAT ARE YOU DOING WITH EVERYONES MONEY
August 22, 2025
Unprompted review
Reply from Coastfashion
UPDATE:
Thank you for providing that information for us, Rebecca. I've followed up on the missing items and processed the refund for you. I've dropped you an email to confirm the specifics and when to expect the refund back in your account for you.
Many thanks,
- Joshua
_______________________________________________________________________
Hello Rebecca, Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you have not had your refund in full. 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
Awful customer service
Bought lots of dresses to try for bridesmaids. Sent the ones that didn’t suit back over 3 weeks ago, still have not received any confirmation of a refund. Have contacted customer service several times was told it would take 15 days and that date was last week the 14th of Aug and since it has passed that time someone would be in contact with me. Still nothing! Impossible to talk to a real person. Wish I had never bought from them. Will not be giving up until I receive my refund
July 30, 2025
Unprompted review
Reply from Coastfashion
Hello Danielle, Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you do not have your refund yet. 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 ordered a dress on line
I ordered a dress on line, that didn't fit probably. So i returned this item though the post office.
I have had no refund. I have tried all ways of getting hold of someone. There is no telephone number or email address. I have been chatting on line,, but just received messages sorry we are to busy now, someone will get hold of you. 30/
I am very pleased to say, I have now received a refund.
July 30, 2025
Unprompted review
Reply from Coastfashion
Hi
Thank you for this review. When a return is made, we ask that customers allow up to 14 days for a returned parcel to arrive at the warehouse, undergo inspection, and be processed by the returns team. Following this, it can then take an additional 5-10 working days for the refund to be fully processed by your payment provider. Although refunds are usually received well within this timeframe, this means the return process can take up to 28 days.
Our customer service team aim to respond to all messages within 72 hours so please allow this timeframe for a response to be sent to your email. Please also ensure one of our contact methods is being used and we have various contact avenues available that are shown on our "Contact Us" page here:
https://www.coastfashion.com/pages/informational/contact-us
The team will get back to you as soon as possible about this.
Have a great day - Dean
Do not use this company
Do not use this company. They have a very professional looking website, an Australian domain name, and list an address and phone number. The address is a house in Melbourne, the phone number is Netherlands. There is no ABN I can find. I paid $92 for a sweater - order progress bar is stuck on in transit, with no indication of where it's coming from, and they are about to miss their delivery window. I smell scam.
August 19, 2025
Unprompted review
Reply from Coastfashion
Hello David,
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you have no update on your order since the Sweater was ordered.
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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