Wax London Customer Care made tremendous efforts to locate and send me an item to match a local outlet Wax purchase. Throughout the process the staff were courteous and sent me regular updates as t... See more
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Review summary
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Reviews shaping this summary
I made an error when placing my order with wax. Put the wrong postcode on the Order but the correct address. My order bounced to south England royal Mail sorting Offices for two weeks. I thought despi... See more
I'll be honest - this didn't start well. My order never arrived, and getting through to customer service took multiple attempts. After 10 days of waiting, I discovered the item was actually out of st... See more
Company replied
I had a Five Star experience in exchanging a purchase, shipping and then receiving the exchange. Wax London customer service was excellent, they immediately responded to my request, and kept me inform... See more
Company replied
Company details
Written by the company
Wax London is a contemporary menswear label creating considered and functional men's clothing. Wax London menswear aims to celebrate the diversity ubiquitous in British culture.
Contact info
10-11 Greenland Place, NW1 0AP, London, United Kingdom
- customercare@waxlondon.com
- waxlondon.com
4.2
Great
135 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 63% of negative reviews
Typically takes over 1 month to reply
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See how their reviews and ratings are sourced, scored, and moderated.
Had an issue regarding a loss item that…
Had an issue regarding a loss item that was delivered but probably stolen without me providing a signature. Without question the team at WAX replaced the item whilst the case was being investigated. Excellent response time. This really gave me the confidence that these guys really care. Looking forward to ordering from you soon
November 12, 2024
Unprompted review
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Customer Service is great.
The jumper was beautiful. I bought the wrong size first time around and have a disability- the customer service was brilliant
November 5, 2024
Unprompted review
Reply from Wax London
Hi there Shiva,
We are so glad to hear that you were happy with our customer service and that they were able to help you with your returns.
We hope to see you shopping with us again soon!
Best wishes,
Wax London
Reply from Wax London
Hi there Asadullah,
Thank you so much for your feedback - we are so pleased to hear our customer care team were able to support you on your most recent occasion shopping with us!
Best wishes,
Wax London
Disappointing quality and terrible customer service
I recently bought a fleece from Wax London, lured by its trendy design and claims of quality. But after just six months of light wear, the lining started to completely fall apart. I reached out to Wax London’s customer service, expecting a reputable brand to stand by their product. But instead of any form of assistance or accountability, I got the cold shoulder because I had purchased it from an online shop and not directly from their website.
This is appalling, especially given the premium price tag on their products. A quality brand should support customers no matter where the product was purchased—especially for a quality issue so soon after purchase. Wax London’s refusal to take responsibility suggests that their products are more about looks than durability or real craftsmanship. Buyer beware: save your money for a brand that stands behind what they sell.
June 29, 2024
Unprompted review
Reply from Wax London
Hi there Anthony,
Thank you for your honest feedback - we really appreciate this information as it helps us learn and grow.
We have forwarded your feedback regarding the coat lining onto our production team, who will speak to our suppliers to ensure this issue is avoided in the future.
Unfortunately, as we operate on different systems to our external stockists, we cannot directly replace or refund faulty garments purchased outside of Wax.
Please reach out to Customercare@waxlondon.com with some more information on where this coat was purchased so we can speak with our wholesale department and request them to raise this issue with the stockist.
Again, we sincerely apologise for any inconveniences experienced - this does not truly reflect the time and care we put into our production quality and overall customer satisfaction.
If you wish to discuss things further, please don't hesitate to reach out again.
Best wishes,
Wax London
Top notch customer service and clothes
Top notch customer service and clothes. Always get a quick reply and they were happy to resolve an issue quickly
October 29, 2024
Unprompted review
Reply from Wax London
Hi there Charlie,
Thank you so much for your kind words - we are so pleased to hear our customer care team were able to help resolve your issue!
We hope to see you shopping with us again soon.
Best wishes,
Wax London
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Extremely communicative and helpful
Extremely communicative and helpful. My favorite brand
October 1, 2024
Unprompted review
Reply from Wax London
Hi there Alan,
Thank you so much for your kind words - we are so pleased to hear our Customer Care team were able to assist and you are a fan of the brand!
We look forward to seeing you shop with us again soon.
Best wishes,
Wax London
Otto overshirt
Recently purchased the Otto overshirt and was blown away by the quality. It is a really different piece, in a great way.
Love the quilted finish and the fit is spot on.
This is my second purchase and the products are very well made and delivered quickly.
September 10, 2024
Unprompted review
Parcel lost twice by DPD
Order number order #116584 of 22. of July were lost twice by their logistic partner DPD.
Logistic partner is to blame for a 1-star experience.
Wax London customer service has done and tried all they could. Item sold out during this process, so I have now a full refund coming.
..// Carsten
September 2, 2024
Unprompted review
Reply from Wax London
Hi there Carsten,
Thank you for your feedback - we are so sorry to hear about your negative experience with receiving your orders.
Please get back in touch with Customer Care if you require any further assistance.
Best wishes,
Wax London
Above and beyond...
I have a Wax jacket that was given to me as a gift a while back that needed a lost press stud replacing after much wear and tear. I tried to get it mended at a local tailors but they couldn't source a matching one, suggesting instead that I asked the makers if they had a replacement.
I took his advice and Wax very kindly sourced some for me free of charge. It's not common these days to find customer service like this, but very much appreciated. My jacket will now last another few seasons - but when it does eventually bite the dust, I will be going back to them for its replacement.
August 16, 2024
Unprompted review
Reply from Wax London
Hi there Tim,
Thank you for your kind words and feedback - we are so pleased to hear our customer care team were able to assist you and you are happy with your jacket!
Best wishes,
Wax London
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Perfect Customer Service
I had a small issue with one of my purchases, but it was handled extremely well. Customer service was very kind and solved the issue right away. Perfect service!
August 15, 2024
Unprompted review
Reply from Wax London
Hi there Tim,
Thank you for your feedback - we are so pleased to hear our customer care team were able to help!
Best wishes,
Wax London
Great Customer Experience
I ordered two suits to see which one would fit best between the two, with the intent of returning the one that doesn't fit as well. Customer service in helping me return the one suit was top-notch - responsive, attentive to detail, and helpful. Will shop again soon!
August 8, 2024
Unprompted review
Reply from Wax London
Hi there Francis,
Thank you so much for your kind words and feedback - we are so pleased to hear customer care were able to assist you with your Return!
We look forward to seeing you shop with us again soon :)
Best wishes,
Wax London
Outstanding customer service
I purchased an item from Wax and, being in the US, I was concerned if an item didn’t fit correctly the return would be a hassle. Happy to say that Wax made the exchange process effortless and I would certainly not hesitate to order from them again.
July 24, 2024
Unprompted review
Reply from Wax London
Hi there Tim,
Thank you so much for your kind words and feedback - we are so pleased to hear our Customer Care team were able to assist you on this occasion!
We hope to see you shopping with us again soon :)
Best wishes,
Wax London
Great customer service
Great customer service. An item was missing in the parcel went it arrived and Wax provided a full refund (and took on the complaint with Royal Mail themselves). Very customer-first and responsive.
Items are also always great value too. Expensive compared to fast fashion but the quality is worth it.
July 29, 2024
Unprompted review
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customer service is amazing
Wax London customer service is amazing. They respond super fast and helped me with exchange an item. Even though I live in the Netherlands the process was super smooth.
July 19, 2024
Unprompted review
Reply from Wax London
Hi there!
Thank you so much for your feedback - we are so pleased to hear our customer care team could support and help with your Exchange!
Best wishes,
Wax London
Great quality clothes
Great quality clothes, fantastic customer service
July 19, 2024
Unprompted review
Reply from Wax London
Hi there Sarah,
Thank you so much for your feedback - we are so pleased you had a good experience shopping with us!
We hope to see you again soon :)
Best wishes,
Wax London
Handled my return quickly and helpfully!
July 17, 2024
Unprompted review
Reply from Wax London
Hi there!
Thank you for your feedback - we are so pleased to hear our customer care team could be of assistance.
We hope to see you shopping with us again soon:)
Best wishes,
Wax London
Fantastic customer service
Lovely shirts with great attention to detail and design.
I had a slight issue with my return (caused by my own oversight) and had to reach out to the customer care team. The speed of their replies and the time taken for a resolution exceeded my expectations.
Would highly recommend!
July 4, 2024
Unprompted review
Reply from Wax London
Hi there!
Thank you so much for your feedback.
We are so pleased to hear you are not only a fan of our products but also that our customer care team were able to help out and get your Return sorted for you.
We hope to see you shopping with us again soon!
Best wishes,
Wax London
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I love WAX london
I love WAX london. Super product with an even better customer service! Thanks. I will buy again and I greatly recommended it!
June 26, 2024
Unprompted review
Reply from Wax London
Hi there!
Thank you so much for your kind words - we are so pleased to hear you are happy with your new garments and our customer service team were able to help out!
We hope to see you again soon!
Best Wishes,
Wax London
Incredible customer service
Incredible customer service. Helpful, honest and detailed! We managed to make a good plan to try and get some suit trousers delivered in time for my wedding!
June 20, 2024
Unprompted review
Reply from Wax London
Hi there!
Thank you so much for your feedback - we are so pleased you are happy with our service and hopefully we can get you those Suit Trousers in time for your wedding!
Best wishes,
Wax London
Buying with these guys is great
Buying with these guys is great. We had a small problem with the delivery but as soon as I emailed them they rectified the situation when it wasn't even their fault. The new items were also sent the next day. And the clothes are awesome too!
June 17, 2024
Unprompted review
Reply from Wax London
Hi there!
Thank you so much for your feedback and kind words.
We are so pleased to hear you had a smooth sailing experience shopping with us!
We hope to see you again soon :)
Best wishes,
Wax London
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