New Look Reviews 

Paid £19.99 for next-day delivery for a year and my order never even showed up. Now I’m abroad, have no clue where my package is, and customer service is completely ignoring me. You took my money and disappeared. Absolute disgrace!

The items sent look considerably different to the pictures on the website. Definitely not the same thing.

First they use Evri so got delivery wrong. I wanted to return one item, spent hours trying to work out how - a totally user-unfriendly online system. Too complicated by half. Even tried taking package to a New Look shop. It didn't work. Will avoid these people in future. An email asking for help went unanswered after a week.

Horrendous customer service from Alana, order not received Sophie at Evri have confirmed and advised they have contacted New Look but Alana at customer services is saying I have the wrong “ investigation “ reference from Evri but that’s what they gave me! I have emailed Alana with references from Evri and gone back and forth ten times to the point where New Look have won I’ve given up replying Alana your customer services is shocking you win £60 gone down the drain!!

Straightforward order made 01 September 18.20hrs. Arrival BY Monday 07 September. The parcel was processed at an Evri Hub on Thursday 03 September. By Friday 04 September, very early morning, the parcel had arrived at the local Delivery Depot. The status of the parcel has remained unchanged. On Monday 07 September, I tried to access New Look Customer Services. No telephone number and no Live Chat Feature either. On Tuesday 08 September, I complained to New Look. The initial reply was an automated, prescribed script. I replied that I expected to be contacted by a member of staff and my complaint to be officially logged. I uploaded a full evidence log of the Order, the Evri status and my communication with Evri. I also stated I was not prepared to pay for a delivery service that does not meet the standards, whether the order is recovered by Evri or not, as the case may be. I received a very brief acknowledgment at least refunding the delivery fee, however, the sentence 'Would you like to wait a couple more days for this order, or would you like me to stop this order if it going to arrive too late?'. There was no mention of a replacement. A simple statement asking me if I was prepared to invest more time to see if Evri could recover an undelivered item. Since Evri have no interest in communicating with a Receiver, they only take action from the Retailer, this whole response from New Look to me is moot. Further correspondence via email from New Look was vague - referring me to a tracking link (WHICH HASN'T BEEN UPDATED SINCE FRIDAY 04 SEPTEMBER - STATUS REMAINS ARRIVED AT THE DELIVERY DEPOT) Or, yet again, 'I can get this cancelled for you'! There is simply no ownership in resolving an all too familiar Evri delivery error. The true likelihood is that this item, along with many others is simply still sat, disregarded in the Evri Delivery Depot. It is not lost, just cast aside by a courier somewhere within that depot building or worse; it is stolen. In situations such as this, New Look should be actioning a full replacement, as policy; it's that simple. There's no urgency in New Look's resolution whatsoever. As of 09 September, after subjecting me to standard drivel for days on end, the parcel has, of course, been marked as 'lost in transit'. This phrase is ambiguous. It is obvious that an item that has sat at a delivery depot with no movement for 6 days is highly suspicious but no; New Look is privy to the Evri carousel. There's zero hope for customers if the Retailer considers this to be normal. It's the Customer who is affected the most - money spent, time wasted, no help from Evri whatsoever and little assistance from the Retailer. The Retailer can fine Evri, but the customer is a sitting duck.

Thank you to the lovely young lady that served me today, she is so nice and kind and has a lovely smile ☺️, she's definitely a credit to the company.

Despite being a regular and loyal customer for over 15 years I will not be ordering from new look again. It is very misleading that sale items must be returned within a quicker timeframe than the 28 day standard window. This is not made clear at purchase at all. I have spoken to customer services to try and find a resolution and they are not helpful in the slightest. Just sending AI written responses and refusing to even let me return for store credit. Even more frustrating as maternity items are not stocked in store and therefore must be ordered online. Extremely disappointed, as I said I have been shopping here for years with only good experiences previously, however I will not be shopping here ever again.

Horrible. Nightmare. Havent return my money for refunded item and havent send me the wowcher

Exactly HOW MANY TIMES do you have to email this company to get a response? I have a missing refund and return email and have had to re-order the same item TWICE. I have had money taken out but not refunded, Email confirmations not sent, WHAT THE HELL??? WIll someone have the decency to email back! I also think it is disgraceful that there is not a contact number to speak to someone from customer service. It is now the 7th September and I have sent three emails since 25th August and not one response!

New look Stockport peel centre
The staff is very helpful and kind especially a new staff member in particular very helpful with everything I needed and excellent costumer service

I am writing to express my disappointment with my recent order. I paid £5.99 specifically for Next Day Delivery, yet the parcel arrived three days after the guaranteed date.

Trying to return an item for refund, proved impossible. Nearest store 20 miles away. In post & Evri almost inaccessible . An 80 year old . Happy to pay whatever the Post Office cost but not an option, I will NEVER use your company again.

If 0 star was an option would have given that placed an order paid £19.99 for next day for a year no order arrived I’m niw abroad since yesterday and no idea where this parcel is contact and no reply this is a disgrace you have my money

I used click & collect for all my recent parcels.

I kept getting sent the wrong sizes to what I ordered. So I have had to package my parcels up to return. Followed the instructions to use the return in store method. But, every time I tried to use the online return method, it kept saying I am out of the return window - how can I be when collected parcels the last few weeks. Also, not my fault when items I ordered are incorrectly received as well as faulty!
I drove over 20 miles to my nearest NL store, to be told they cannot help me as it appears to be a technical glitch, and they cannot see another way of getting my return label, so they told me to contact customer service - which is only via AI!! This has now added another week onto me returning the parcels. I have sent emails but heard nothing. This is very poor service. I am unhappy about this and has completely put me off ordering via NL online again.

I’ve previously ordered New Look clothes through ASOS, and the whole process has always been very smooth. This time, I ordered quite a few summer pieces directly from the website, and most of them were great! I’m really happy with the quality, look and pricing. The website could be improved to provide a better experience. The only real downside was having to return one item. There aren’t any nearby drop-off locations, and one store recently closed, so the closest option left was an hour away.

Really Great Savings and Great Quality and Arrived Fast. Great choice. Great value for money

Recieved an e mail from new look this am offering 25% off & free next day delivery. Tried a number of times to use it but the code isn’t recognised! The code is for use until midnight.

Zero customer service skills - I tried to refund some joggers paid in part by a gift card and remainder on card. Sales assistant ( who reckons she was some sort of manager) refused to refund any money back to my account and put in all on gift card. When I queried it she told me to look on virtual assistant which confirmed I was correct. She still refused as told me the till said gift card despite me showing original receipt. She walked away from me mid conversation, flatly refused to refund me using new looks refund process and told me she wasn’t paid enough to argue with me. I use the Llandudno store often and the majority of staff are helpful and professional. Please re train this assistant, she doesn’t know her job or how to talk to customers. It wasn’t even a difficult transaction!

Great solution for the price, and for anyone who’s not ready for hormonal treatments

Very good clothes for my kid and she loves them I’m sure
Ppl would agree 👍 pls put more stars 🌟