Grenfell Reviews 15

According to their terms they ship within 14 -21 days, which is a ridiculously long time frame. However, in my case it took even longer than that upon which I cancelled the order. Communication with support is also lack luster. For now, don't order at the site

Great products, but the worst customer service I’ve experienced. They hide behind their Terms & Conditions to avoid helping with simple customs queries for returns. If your package gets held up at the border (even after you’ve paid for the return), don’t expect the support team to lift a finger.

When I asked for basic assistance regarding a customs hold for my return, the response from Customer Support was incredibly dismissive:

"Please note it is not our responsibility to ship items back... Our digital team does not have a telephone line as it is never required."

It is highly unprofessional for a premium brand to claim a telephone line "is never required" when a customer is dealing with international logistics and customs. They refused to provide the original export data needed by DHL to process the return.

Very unprofessional and disappointing for a heritage brand.

Not delivered, then when I followed up with customer service I got no response. I sent mutiple emails, mutiple website forms.

I called the phone number I found on their instagram and it went through to their "workshop" and they cant help.

I hesitated to write this review because I don't like to excoriate brands that make an effort to keep their manufacturing in the UK. That being said, I don't think Grenfell is worth purchasing from, directly at least.

Communication with the retail team is quite poor; they often take days to reply to messages, and even when they do respond they pretty much always fail to address all of your concerns, even if it's answering a yes or no question.

Return was easy enough, though they initially offered to arrange a collection and then reneged on this; they insisted that they couldn't arrange one after the label had been created; to be clear I know that Fedex do allow you to arrange collections for your created labels because I've done it myself in the past, but maybe there are significant fees for business accounts; though I doubt it.

The quality of the garment I ordered was mixed. Grenfell cloth is extremely nice, it looked and felt great, very good stitching too, but the zipper on the jacket I ordered was the wrong colour, and on top of that it was actually applied without being pulled taut so it was sort of bunching up at the bottom; even fast fashion get this right, so a made to order product at 7-10x the price having done this so poorly is unacceptable. The buckles also seemed quite cheap, they were a bit flimsy and they looked to be identical to ones you can buy in bulk from China (I found 100% visually identical ones on a certain bulk-buying Chinese website, selling them for 2p per unit).

The sizing is also a bit strange; though this isn't really a criticism, more just something to be aware of. I measured the sleeves and they didn't seem to line up with the size chart (they seemed to be smaller by about 2cm, but maybe they measure the sleeves in a different way). To be clear, I took my regular size, and while the body fit well the sleeves were comically short; I noticed inside one pocket there was a hand written label that said size 36, while the jacket itself was supposedly a size 38, not sure if a mistake had been made or if the jacket's arms just run small, but the pit to cuff measurement was about 44-45cm; for a size 38 you would expect 48-50cm.

Despite all their shtick about being a heritage brand that's done this and that over the course of a century it turns out that the company Grenfell is today is pretty much unrelated to the company it once was; it was purchased by a third party and became a subsidiary of a company that may be under foreign ownership; and they then made a new factory to produce their garments, so it's quite likely that no one from the original company is involved in any of their processes whatsoever, which would probably explain the dreadful customer service which is typical for such companies. On top of that their website is broken and has been for months, the event handlers for some of their AJAX functionality like the size guide button just doesn't work, which suggests that they simply don't care to pay someone to have a look at their site. Corners cut at every turn, what more do you need to know?

Grenfell came through. Based on what I read online about Grenfell’s customer service problems, I was sure to have more headaches than just receiving a wrong order. Max at Grenfell made sure to correct the situation by sending a prepaid label and arranging a pick up while simultaneously sending the correct jacket. I’m happy to report the Golfer jacket I received fit great and really is top notch.
Kudos to Grenfell for making it right.

I ordered and paid for a Golfer jacket. Before ordering I wanted clarification on their sizing as it relates to me 48 Regular but did not get any solid answer. They just kept sending me their sizing chart over and over again. Then I couldn't get an answer about if I needed to return for if the jacked doesn't fit and couldn't get an answer. So I decided to do my best figuring out my size with my measurements and the chart and ordered a size 46 Golfer Jacket 446.00 dollars. It took weeks to get confirmation that my order had been filled and sent a shipping number then when I got my package yesterday there were two (2) Harrington Jackets 38 and 40 which I did not order. Now I'm faced with more communication delays and however long it takes to get this mess sorted out. This company is suppose to be a leader in English Men's Clothiers so I imagine they will try to make it right but the entire process including the yet to be resolved problem has left me very disappointed

- I had seen the reviews and thought "I'm sure it will be fine, only the few bad experiences are reported"
- their order confirmation includes only a customer service email address, but not a phone number. Why do you think that would be? :-)
- I did get the coat but in a humongous size (sizes are very confusing), but it was IMPOSSIBLE to return / exchange
- Customer service is virtually non-existent, no phone number to call, they ghost you
- The quality of the inside vest is really lousy compared to an older coat J.Press x Grenfell I had
- I've spent nearly 1.5k between a) the coat (1k), b) the unexpected import taxes into france (additional 30%!!), c) return fees to UPS (50), and d) another 100 trying to get it released from UPS as the return didn't go through
- I must have emailed / called UPS 15 times, to no avail. The proposed return / exchange process proposed by Grenfell is set to fail.
- My worst online buying experience to date by a mile (and I'm in my late 40s, imagine!!)

I purchased 2 items from this company and each experience was by far the worst I have had with any company. First of all this company doesn't like communicating with customers. If something goes wrong, and I can assure you it will, you will need to send many emails, make phone calls, and pray. You may hear back from God but unlikely to hear back from this company. The second problem is their shipping times are between 3 weeks and never. For my second order I waited more than 3 weeks and after multiple inquiries they told me that they have the product but do not have a box to ship the product (a coat) ! This is of course absurd. By the way as far as the value is concerned the only item I received was poorly designed and not worth the cost even at half price. I don't believe this is a serious business. Avoid it at all cost.

Worst company i've ever had to deal with

Just never buy from them. They hate customers. Today I still dont have the order I purchased in may. its been a month of them pretending to contact UPS to get my package delivered, never happened. They just do nothing and let you wait. We are reaching august.

I received, as ordered, Grenfell's despatch riders coat. I'd agreed with Simon, in customer services a long date for delivery. Sure enough, the beautiful coat arrived by UPS today. The quality of manufacture is superb and faultless. It fits perfectly. It has a buttoned-in warm liner, a throat latch on a deep collar and solid and stylish popper fasteners. The deep pockets are further secured with inner button. A beautiful wooden coat hanger too. A wonderful product well befitting the Grenfell brand.

I have tried to email them in order to request an exchange, but received no answer

Grenfell are known for classic retro clothing. If you want retro 1970s style customer service where none will communicate with you this is the place to come! I ordered a jacket that just never came. After numerous ignored messages from me, 5 weeks elapsed (during which time they had my money) then eventually they contacted me saying they couldn’t fulfill my order and my money was refunded. A lot of their old stock and some sewing machines are for sale on eBay. I contacted the seller and he claimed to be nothing to do with Grenfell - yet he was using the same address as them in his listing … draw your own conclusions.

I am only giving them a one star as it is not possible to leave no stars. The item took over 5 weeks to be delivered to me (based in UK) and unfortunately arrived too late for my husband’s birthday. Immediately upon receipt I returned the item. Given the delay in receiving it - I sent the item back tracked and signed for. The item was received by Grenfell on 19 October and signed for. Despite this I have still not received the money back - nearly a month later. I have emailed numerous time and received no response. I managed to find a phone number and called - the lady who answered refused to confirm if she was affiliated with Grenfell and would not give me her name but said it was “strange” that I had not heard back from the customer service department and asked for my order number. She then said she would look into it. This was over two weeks ago and I have not heard from her or anyone else since.
The company may once have been an English institution- and came highly recommended to me but I hope that this review will stop other people being scammed out of their money. Just appalling!!!!

The quality of the coat I ordered is unparalleled and not in question. This review is about my experience ordering directly from Grenfell's website shipping to the USA. First, expect to pay major import fees ($150 USD in my case) to the shipping company. Despite checking out and paying $50 in "Shipping and Duties" to Grenfell upon ordering, I was stuck with the unexpected charge at time of delivery. Perhaps I should have known this but I have ordered clothing from the UK to USA numerous times and never had any such fees. Second, do not expect any useful customer service. Writing on the input form on their website (the only way to contact them - they have no public phone number) takes anywhere between four and seven days to elicit a response. Furthermore, when they do respond and ask for follow-up information via email, they will not respond again unless you write a new message on their webpage. This experience is a betrayal given Grenfell's century-long reputation. If you want their coats, find a stockist - do not order directly.

There's no doubt about it that Grenfell produce iconic clothing. However, the Shooter jacket that I purchased, despite being treated with the utmost care, has developed a tear under one armpit and displays poor stitching under the other suggesting that this is likely to occur on both arms in the future.

For a garment within this price range, I would have expected it to more durable and long lasting, and constructed with greater craftsmanship.

I've had the jacket for a little over two years and contacted the company to mention the poor underarm stitching less than a year after purchase. I did not receive a reply of any kind.