Gutteridge 1878 Reviews 3,464

I had a very disappointing experience with Gutteridge’s online store. After almost a month from placing (and closing) my order, I unexpectedly received a payment request that was never due and certainly not solicited. This is unacceptable and shows how poorly their online processes are managed.

The service is inefficient, confusing, and far below the standards one would expect from a brand of this name. Until they restructure their sales processes and probably also fix their technical platforms, I strongly recommend staying away from shopping online with them.

I expected far better from a brand that positions itself as premium. I purchased a blazer and trousers from Gutteridge and immediately noticed visible flaws in the stitching and pulls in the fabric. When I reached out with photos, their Quality Control told me these were merely “minor” issues and not considered a defect. To make matters worse, they refused both a return and a replacement, even though the product arrived in less‑than‑acceptable condition.

In other words, the customer is left paying full price for a jacket that looks second‑rate, while the company hides behind dismissive policies instead of standing by its own quality claims. If this is how Gutteridge defines luxury and customer care, then it’s clear they value protecting themselves over treating customers fairly.

I will not be purchasing from them again, and I strongly caution others to think twice before trusting the quality—or the service—you get here.

Do not order internationally from gutterridge. Packages severely delayed with no notification or detail.

I order a suit with Gutteridge (28/07/2025, order N° 01313721) which was shipped in two packages. Until today I am waiting for my reimbursement and they are unreachable for me.

1) Blazer was delivered, I returned it and expected a reimbursement. Their website tells me I would receive a reimbursement of €114 but I received €84 euro. At one point I was informed that a second reimbursement would have been transferred but this was clearly not true.

2) Trousers never arrived at its destination. First I got informed that it would return to their facility and will be handled as a return so I would be refunded. Since that moment Gutteridge tries to blame me for refusing the package (while it never arrived as clearly evidence via the transporter track and trace). Reimbursement has never happened. I will not further complain about the 15 euros they want to charge me for return costs (on a delivery that never arrived).

I tried multiple times for reach out over email and whatsapp but answers or suggested solutions are limited. I drop a second review on order N° 01313721 as last time it helped for them to come back to me (something there were not able to do on my last 3 email).

Safe yourself the hustle and order somewhere else.

Ordered 2 x bottles of aftershave for delivery to UK. Received email saying the order had been completed but the goods never arrived. I have sent 5 emails to customer care requesting them to identify the courier and to provide a tracking number without response. Thankfully, I paid on my credit card and will now be pursuing a chargeback claim. Be careful if choosing to order from this company.

Ordered a few items from them. For whatever reason my order was sent in two separate packages. One never got delivered.

Customer service is a joke. They reported the claim to UPS two weeks after I had contacted them. I follow up with customer service every week, and their only response is that they're still looking for the package... after more than a month from the scheduled delivery date.

I don't think I'll ever have my money back.

I ordered from their website for a gift for my husband and whilst the website says Italy it was sent from China along with a customs charge of £100!!! Do not buy from this company.

Lost me forever.

Deceptive Practices and Non-Existent Customer Service
I've been a loyal Gutteridge customer since 2016, but my experience has soured completely. While I like their clothing designs, their customer service is shockingly non-existent.

Persistent Issues with Service and Sizing
Getting a simple response requires sending the same question two or three times via email or WhatsApp. Their website's sizing is consistently inaccurate; items almost always run much smaller than advertised. Exchanging for a correct size is impractical because you're forced to pay a return fee, which can sometimes cost more than the item itself.

To make matters worse, I have a gift card on my account that is impossible to use. I've contacted them repeatedly about it with no resolution. I recently placed an order believing the gift card balance had been applied, only to find out it wasn't. When I asked them to cancel the order so I could re-place it correctly, they refused, stating orders can't be canceled. My only option was to receive the items and then pay another return fee.

Deceptive "Made in China" Labeling and Hidden Costs
The final straw, and what has completely destroyed my trust, involves their deceptive practices regarding the country of origin. As a US customer, I ordered clothes assuming they were shipped from Italy and was prepared to pay the corresponding import taxes.

Imagine my shock when I discovered that the clothes are actually made in China, not Italy. This crucial detail is not disclosed anywhere on their site. Because of this, I was hit with much higher import taxes than anticipated—nearly double what it would have been for Italian goods.

When I contacted customer support, they deflected responsibility, stating it's the customer's job to pay taxes. While I agree, it's Gutteridge's responsibility to be transparent about where their products are made. Marketing as an Italian brand while manufacturing in China and failing to inform customers of the significant tax implications is a disgrace.

Final Verdict
This company's practices feel increasingly like a scam. There's no customer service, no accountability, and a consistent pattern of blaming the customer for their own failures. After spending thousands of dollars here since 2016, I am done. It's a shame to see a supposedly Italian brand operate with such little respect for its customers. I am now taking my business to a company that actually values its clientele.

I ordered a perfume and they charged me £15 just for the shipping. I thought maybe that’s a very quick premium shipping since it’s normally should be much cheaper, but despite charging that much money for the shipping, after 6 days it still says waiting for the package on the UPS website. Very bad customer service and ignorant staff.
Don’t buy anything online from them,
I even doubt wether it’s a scam or they are going to send the package at some point!

If there was Zero they would get it.
I purchased a sport jacket from Gutteridge when on a recent trip to Italy. Happy with that purchase, I thought I would make another purchase, but this time online. I used their TrueFit calculator to select the appropriate Italian size. The item was priced $179USD. Free shipment was claimed on the website.
Problems started a few days after placing the order. First, UPS informed me that delivery would cost $109.96USD. Reluctantly, I paid the shipping cost, because I feared losing the money so-far invested. Then upon delivery, the item turned out to be approximately two sizes too small. I contacted the company by email to communicate my disappointment and frustration with size AND shipping information on the website. They took no responsibility for either problem but stated that I could return the item according to their procedures.
To add salt to the wound, after following their instructions and making the return, I learned that I would be charged $50USD for the return shipping.
Summary: $109.96 + $50 paid + significant frustration = no clothing to show for it
Do yourself a favor and shop elsewhere! When preparing this review, I now see many other customers are similarly frustrated with customer service. The company hides behind a statement, "On our site it is clearly indicated that custom duties are paid by the customer." I went back to the site and could not find that statement, nor any estimate of what the charges might be, but could easily find the claim SHIPPING == Free.
This has been one of the worst customer service experiences I’ve ever had.
I can only advise to avoid supporting a company that treats its customers this way.

I am a regular customer online since 2017. I find the clothes trendy and great value for money.

As always great service, great quality items and of course extreme fast shipping service makes me to come back and shop again and again. A big thank you and PLEASE keep up the great service to keep the loyal customers around you.

If I could give zero stars, I would.

I returned my order over a month ago, the package was delivered and signed for by Gutteridge. Despite multiple emails, calls, and even WhatsApp messages, I still haven’t received my refund.

Each time I reach out, I get a different excuse: “system problems,” “we’ll refund you within five days”, but nothing ever happens. The amount is significant, and the way this company is handling the situation feels dishonest and borderline fraudulent.

This is absolutely unacceptable. Be warned if you’re thinking of buying from Gutteridge, know that if something goes wrong, there’s a good chance you’ll be left without your money and without any real support.

Bought some shoes online (129e, white shoes basics) which were simple not suitable for human wear. The shoes had massive issues with metal pin coming out, stitches unfolding, leather splitting, the back being larger than the front so the feet would slip, and black stains coming from the laces holders (those small metal rings) onto the white leather. Those metal pins even made my feet bleed both in front on the toes and on the heel !!
When contacted with pictures, the customer service simply said they wouldn't accept the item to be returned because the shoes passed the quality test (lol what quality is this?!) - and despite 8 pictures showing the huge issues !! I have literally paid 129e for a defective model and they won't admit their mistake. This is a scam.
Another time, their delivery guy had pretended to have delivered the packet to my house when they didn't, and customer service simply didn't help and denied the issue.
I used to be a very loyal customer in Milan with monthly purchases, and now that I live abroad, I'm realizing it's better to go to a real shop than get scammed by this shitty company and customer service who denies issues with their defective items !

If there was Zero they would get it.
Long story short.
I bought a linen suit, in Pisa. I asked for a second pair of trousers, they gave me the wrong size. I found the mistake when I got back to England.
This is the exchange of emails:-

We were in Pisa on our pre wedding holiday.
I saw what I thought was the perfect suit for our very special day.
I was so pleased with the suit that I decided to buy an extra pair of trousers.
The second pair of trousers were brought from the stock room and placed in the bag with the suit I’d tried on in the fitting room.
On the morning of the wedding I packed the suit and went to the hotel near where the ceremony was to be held.
Absolute disaster.
Can you imagine my panic when I realised the second pair of trousers were a completely different size, see the photograph above.
I had to send a friend on a 20 mile round trip in a taxi back to our home to collect the original trousers.
I sincerely hope this was just a genuine mistake.
I think you need to come up with a way to resolve this.

Dear Customer
thank you for contacting us
We are sorry for the inconvenience but it is not possible for us to intervene, have you tried to contact the store where you made the purchase?

Not possible to intervene?
You, surly have the ultimate responsibility to sort this out.
Do you have the contact for your Pisa store?
The only email I can find is :- customercare@gutteridge
I think that is your email address?

Dear Customer
but did you finally manage to exchange the trousers?

No
I only noticed the mistake you had made a hour before our wedding ceremony in Penzance, UK .
As much as I love Pisa it is slightly impractical to exchange them from here.
How are you proposing to resolve this?
It is, I will say, my problem, however it definitely isn’t my fault.

Dear customer, 
we are sorry but as you have already specified, it is not possible for us to intervene. Therefore exchanges of garments purchased in store can only be made in store and only if the garment is intact, never worn and complete with tags. 
Regards

That has to be the absolute worst example of customer care I have EVER heard of!
Are you seriously suggesting I have to return to Pisa from Cornwall in the UK.
I have to, somehow reattach the original tags. Does anyone in your stores leave the tags on cloths when they a preparing to wear them!
Can I remind you , the mistake, at best, or the deception in the supply of the trousers of the wrong size was 100% your fault.
It almost caused an absolute disaster on our wedding day, and you seem to be arrogantly dismissing your culpability with your refusal to admit your responsibility in this.
To be honest it’s the kind of treatment that might be expected from crooked on line suppliers not from a supposedly respectable Italian retailer.
I suggest I donate the trousers incorrectly supplied to a charity shop and you rebate me the 99€.

I await your decision 

If I could give zero stars, I’d give zero.
So disappointed with this company. Bought two of their jumpers whilst on holiday in Milan a few years ago- liked them so I wanted to buy two more recently.
There was a £64.09 to receive them in the UK, which wasn’t made obvious at the time of purchase.
The jumpers (medium) were way too small, so I tried returning them- the link provided didn’t work, and when I got a response on email they sent me the same link again. I explained to them that my order wasn’t appearing when I put it in the returns order form on their website, and they sent another link. In the end they told me that the 30 days had expired and that I can’t return them, even though they have proof that there was a fault on their website two weeks before that.
The customer service is very poor, sending sometimes incomprehensible and rude messages. I would advise to avoid this company at all costs.

Poor quality of shirts. The shirt got a hole after first wash. Also very poor service

I am fan of this brand for many years now. I have and I wore countless pieces and I'm satisfied everyday I put it on. Very very good quality !

Terrible customer service! At first they did not answer at all for days. Then I was not allowed to send it back on my own. They had to schedule 5 pick up appointments, where I had to stay at home 5 whole days because I didn't not get any more info, nether from them nor from Fedex. At the 5th day I had to run behind the Fedex car because it did not pick up my package AGAIN. Now I am charged 15€ return cost and when I told them, why there are 15€ in Klarna left - customer service said it's not their fault I had to wait for the pick up! A truly shameful and exhausting handling!

Perfect products and the quality is here with VBC