Percival Reviews 

The entire experience was just so awful.

Ok so let’s begin at the start. This company’a website is rubbish and constantly crashes.

A while ago, I ordered something from them. It was meant to be next day delivery. Nothing arrived…for days, and days, and days.

Percival’s customer service responses were unhelpful and extremely slow. You can’t ring anyone, it’s all email. Really low quality, passive and indifferent. They could not give a damn, basically.

The product arrived eventually, more than a week late, and I had to battle them just to get the delivery cost refunded.

I do like the clothes so I decided to order something else recently, hoping it was just a blip.

It wasn’t. The same thing happened again

They’re just such an utterly crap company.

Received a shirt with lengths of pink and blue thread stiched into the shirt that shouldn't have been there. I reached out to Percival's customer service team to advise. I have emailed them 3 times now without any reply 4 weeks later. I am also still waiting on a refund from another item that I returned 3 weeks ago, which I've had no respnse on. Since my initial email I have received 18 marketing emails and 11 texts, they seem much more concerned with aggressive marketing rather than any kind of quality control or customer service. I've never been completely ignored by a company like this before, beyond poor.

Item delivered was not as described and so it was returned. Have heard nothing back for nearly two weeks after confirmation that the return was delivered

Very disappointing customer service and struggling to get a refund.

I returned an item which was delivered back to them 10 days ago, still no refund and the customer service inbox is unresponsive.

It seems that leaving a review on here is the only hope of getting through to them, so here I am.

Clothes are fine, the customer service is appalling. Return was accepted by them weeks ago, I emailed asking when I can expect the return, got an automated response saying they’d get back to me because they’re “busy”. Have since emailed twice more asking for updates and have heard nothing. Seems that’s a common thing judging by these reviews. Certainly won’t be shopping with them again if I don’t get a response soon.

Lovely clothes but unfortunately another review to say extremely slow refund processes. No response from customer service, now chasing them up through Instagram instead. Next step will be putting in a dispute via Amex. If you have an online clothing brand you have to have an easy refund process.

Returned my order 3 weeks ago and still no refund. Emailed them a few days ago but after reading other reviews, that seems to be a waste of time. How is this company having such a nightmare with their customer service? It’s also been going on for several months at least. The marketing team don’t seem to be having issues as I am bombarded with almost daily emails.

I returned an order to Percival and they confirmed receipt of the parcel on 24 August 2026. It is now 23 September and I still have not received my refund.

Their website states that refunds should be processed within 5 working days, yet they have now had both my returned items and my money for around a month.

I have contacted customer service repeatedly. After several unanswered emails, I eventually received a response saying that my refund had been “requested” and that I would receive confirmation once it had been processed. Since then, nothing.

I have chased again on multiple occasions and my emails are simply being ignored. I have asked them to confirm whether the refund has actually been processed, when it will be processed, and why it has taken so long, but I cannot get a response.

I have now had to open a PayPal dispute and send Percival a formal Letter Before Action because I cannot seem to get my own money returned through normal customer service channels.

I have ordered from plenty of online retailers and have never experienced anything quite like this. Waiting 30 days for a refund after the retailer has confirmed receipt of the return is bad enough, but repeatedly ignoring a customer who is simply asking where their refund is makes it considerably worse.

I had two orders placed and wanted to cancel one of them due to an incorrect order. I had emailed them straight away. No response to four of my emails and now one of the parcels are showing as delivered but I have not received either.

Can anyone please advise on how to get any reply from anyone working at Percival ??

Terrible experience. I was excited to get some t shirts from their recent collab but I wish I hadn’t bothered.

I’m based in Melbourne, if anyone has any other suggestions on how to get a reply that would be appreciated. Shame their customer service is so poor.

Kevin

Shocking customer service.
I’m having an immense amount of trouble trying to return a suit. It took them about three weeks to reply to my original email asking to swap it for another size, only to tell me there was a new way to do this through an online portal.
When the new size arrived, that was wrong too. I tried to return it, but I’m now being told it’s too far past the original purchase date - almost entirely because they took so long to reply in the first place.
I’ve been trying to sort this out for over 2 months now. I get roughly one reply a week, usually asking for my order number, which I’ve provided several times in the same email chain, along with everything else they’ve asked for. To say it’s infuriating is an understatement.

Like most of the poor reviews on here I too am now waiting over 2.5 weeks for £230 refund on a coat. An automated reply "we're busier than usual with refunds" is simply not good enough - employ more staff. It currently feels like theft as customer services are not replying to any communication. Shame. Were once a good brand. Won't be buying anything again on the off chance I have to return it.

**EDIT**. I have now received my refund - disappointing that it takes a trustpilot review to generate a response.

I love the clothes -- truly love them -- but my experience has been awful.

I sent an emails asking about help applying a sale to my order, an email about fixing an issue with my return, and now an email about getting a refund. It's been 2 weeks since the items were delivered to their warehouse and its been radio silence. I know others have waited longer -- that's awful, but 2 weeks since DELIVERY is unacceptable in ecommerce.

To the Percival team, I know you read these, my orders and return auths are attached.

Hello. Writing here as it seems as with other customers, I am not getting any response in regards to my refunds. I sent it back on the 4th September and I have not even got acknowledgement they have received it let alone processing my store credit (which now I regret choosing over a full refund!) the clothes are quite nice albeit pricey but this customer service is terrible, and it’s not great to have to worry if I’m going to get my money back! Avoid at all costs - there are plenty of great clothing shops in london with much better customer service.

I am appalled by this company. I sent my return back and they received this weeks ago and they have not provided me with a refund and they have not answered multiple emails sent.
Awful (or totally non-existent to be more exact) customer service, and the suit was not the best, hence returning it.
Will never shop here again and advise others to do the same.
Going to have to do a credit card chargeback for my refund. Dreadful 0/5.

Love the clothes at Percival but customer service seems to be non-existent.
PLEASE GET BACK TO MY EMAILS!
Returned a pair of shoes for an exchange for a different pair but haven’t heard anything even though tracking says my return has been delivered. Sent emails asking if they could dispatch the item I chose to exchange for but again nothing back.
Could someone please look into this or I will be contacting trading standards and my bank to arrange a charge back

Echoing many of the comments around complete lack of customer service.
They received my return over three weeks ago and I’m yet to receive the refund.
Emails go unanswered which is not acceptable.
I’ve sent another email, giving them a deadline before I look to initiate a Charge back with my credit card Company as others have had to do.

Nice clothes, utterly unresponsive customer service.
Granted, I have also had problems with InPost in this time, but not one of my emails to Percival over the last couple of weeks has been responded to.

And now two of my orders were returned a week ago successfully by InPost (finally) on the tracking, I still haven't heard anything. No confirmation, reply or refund has happened.

I’m extremely disappointed with my experience with Percival, both in terms of the quality of the clothing and, perhaps more importantly, the complete lack of customer service.

I purchased a T-shirt which, despite following the washing and care instructions exactly as advised, shrank to the point that it was no longer wearable. This happened within a month of purchasing it, which is simply not acceptable given the price point of the clothing.

What has made the situation even more disappointing is the complete lack of communication from customer services. I have contacted them three separate times about the issue and have been ignored on every occasion. There has been no acknowledgement, no explanation and no attempt to resolve the problem.

What is particularly frustrating is that, while my genuine customer service enquiries have gone unanswered, I have continued to receive multiple marketing emails from the brand during the same period. It’s difficult not to feel that the company is more interested in marketing to existing customers than actually supporting them when something goes wrong.

I used to really like this brand and have bought from them previously, which makes this experience even more disappointing. Unfortunately, the combination of poor quality and an apparent complete lack of interest in resolving customer issues has completely put me off making any further purchases.

For a brand charging these prices, I expected considerably better quality and, at the very least, a basic level of customer service. Very disappointing.

Absolute disgrace — avoid!

I ordered an item from Percival which arrived damaged. I contacted their customer service several times and never received a single response.

I returned the item and received confirmation over a month ago that they had received it back. I then contacted them repeatedly to ask when I would be refunded, but again, no response whatsoever.

In the end, a month after returning the item, I had to go through my bank just to get my money back.

Percival’s customer service is shocking and basically non-existent. Based on my experience, I would avoid ordering from them.

Ridiculously slow refund - still nothing 5 weeks after a confirmation email that the return had been delivered to them, and no reply to my emails.