Chums did refunded for the item I never received. I do believe chums did send the item, it was their delivery operator, Evri is the issue. Evri has “delivered” my items to me. I live in a bl... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Bought slippers from them but had to return sizes 10 & 11 now have a size 9. So sizing is very hit and miss.A bit tight on width so not ideal for wide foot but hope they'll give in time. Quality of p... See more
Company replied
Have received only 2 items on my order list and presumably money has been taken from my account for chocolates etc.The parcel delivered yesterday evening was in a very poor state and had been left ope... See more
Trainers were said to be wide fitting but not very. Undersold is bassed on some sort of grid which you can feel as you walk, trainer needs an insole to be more comfotable
Company replied
Company details
Written by the company
Traditional clothing, underwear and shoes for men and ladies plus range of personal hygiene, mobility and lifestyle products.
Contact info
Unity Grove, L34 9AR, Prescot , United Kingdom
- 01515490320
- enquiries@chums.co.uk
- www.chums.co.uk
2.5
Poor
1K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 57% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Why does your customer service email…
No, this hasn’t been resolved. Your service is appalling.
May 30, 2026
Unprompted review
Reply from Chums
Thank you for your review. We are really sorry to hear about your overall experience and appreciate you bringing this to our attention.
We understand how frustrating it must have been to deal with delays, unclear communication, and the need to follow up this matter repeatedly. We also apologise for the lack of response from our customer service email, this is something we are actively reviewing to ensure all enquiries are handled promptly.
Having now fully reviewed your case, we can confirm that this issue has been identified and resolved.
Kind Regards,
Chums Ltd
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I had an order query and phoned the…
I had an order query and phoned the customer helpline.
I couldn’t understand the agent and he asked me 3 times for my name .
I gave up
Then I was faced with a telephone bill for £9.20
I emailed customer service and was fobbed off with a generic impersonal reply.
Sadly I will not order from them again in spite of being pleased with previous purchases.
May 6, 2026
Unprompted review
Reply from Chums
Thank you for your review. We’re very sorry to hear about the issues you encountered when contacting our customer helpline and the frustration this caused.
We have requested additional details from you via Trustpilot so we can investigate this matter fully and work to resolve any outstanding concerns. Also, you are welcome to send us a copy of your phone bill showing the £9.20 charge. As our calls are charged at 13p per minute, we will be more than happy to review this and arrange a refund where appropriate.
We look forward to hearing from you.
Kind Regards,
Rachel
There a Load of crap they never listen…
There a Load of crap they never listen too there customers and Think there Above the Law
May 23, 2026
Unprompted review
Reply from Chums
Thank you for your review, we are sorry to hear of your recent experience.
We have requested further information via Trustpilot so we can look into this matter and work towards a resolution for you.
Kind Regards,
Rachel
never got ordered trousers
my partner ordered trousers
and they never arrived
after contacting the company
never had any reply
November 21, 2025
Unprompted review
Reply from Chums
Thank you for your review. We’re very sorry to hear that your partner’s trousers have not arrived and that you’ve had difficulty getting a response from us.
This is not the level of service we aim to provide. We have requested further information via Trustpilot so we can look into this matter urgently and work towards a resolution for you.
We apologise for the inconvenience caused and look forward to resolving this as quickly as possible.
Kind regards,
Rachel
corduroy trousers shrunk
Bought 2 pair of corduroy trousers, good price, exactly my size, waist and length, however after wearing once and then laundering them, at recommended 40°, the length shrunk 2". I think I wasted my money.
May 16, 2026
Unprompted review
Reply from Chums
Thank you for your feedback. We’re sorry to hear the trousers shrank after washing, especially as they were cared for as instructed.
This isn’t the quality we expect, and we’ll share your comments with our product team. Please return the items to us in line with our returns policy so they can be inspected by our quality assurance team, and we can resolve this matter for you.
Kind regards,
Rachel
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I order a pair of farah trousers…
I order a pair of farah trousers delivered from chums cost £50, farah was good quality. I have received thin cheap rubbish ever seen,all wrinkled, I will not be buying from chums again.
May 14, 2026
Unprompted review
Reply from Chums
Thank you for your review. We’re very sorry to hear that the Farah trousers you received did not meet your expectations. We understand how disappointing it is when an item does not reflect the quality you were hoping for, especially when you are familiar with the brand.
Please be assured that this is not the standard we aim to provide, and we will ensure your comments are passed on to our quality team for review.
You are welcome to return the trousers back to us in line with our returns policy for a refund.
Kind Regards,
Rachel
Ordered Jeans for my dad 70+ he’s not…
Ordered Jeans for my dad 70+ he’s not happy said he looks like coco the clown !!!! Nothing like the image or description !! Waited a while for delivery ….STOP WITH FALSE ADVERTISING 😡
April 30, 2026
Unprompted review
Reply from Chums
Thanks for your feedback. I'm very sorry to hear the item wasn't as expected. I would like to look into this further to ensure that any outstanding issues are resolved as quickly as possible. Please respond to our request for further information at your earliest convenience.
I ordered two pairs of shoes
I ordered two pairs of shoes , which I was pleased with both .quality was good I sent one pair back , too big and received my refund promptly will be ordering again in future
May 5, 2026
Unprompted review
Reply from Chums
Thanks for your feedback. We truly appreciate your positive feedback, and thank you for your custom. We look forward to hearing from you again in the near future.
I would give this a zero if I could
I would give this a zero if I could. My Mum purchased 2 pairs of trousers for my Dad. They sent the wrong colours so my Mum rang them & she was charged £7.79 for their mistake!! She was not aware of the charges. And terrible customer service.
April 16, 2026
Unprompted review
Reply from Chums
Thank you for your feedback, and I’m very sorry to hear about your experience. I completely understand your frustration regarding the incorrect colours being sent.
I’m also sorry to hear that you found our customer service disappointing when trying to resolve the issue. That is not the experience we want any of our customers to have, and your comments will be passed on to the relevant teams for review.
I would like to look into this further to ensure that any outstanding issues are resolved as quickly as possible. Please respond to our request for further information at your earliest convenience.
Kind Regards,
Rachel
Chums Ltd
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ordered item 22nd April still waiting…
ordered item 22nd April still waiting waiting waiting no delivery from EVRI TRIED CHANGING TO COLLECTION TO POST OFFICE STILL NO DELIVERY ITS NOW 2ND MAY AND NOTHING NOTHING NOTHING WILL REQUEST MONEY BACK FROM MY CARD AND DELETING THIS COMPANY FROM MY ONLINE SUPPLIERS - SIMPLE YOU AND EVRI DON'T DELIVER I DON'T NEED YOUR NON EXISTENT SERVICE WITH YOU TAKING MY MONEY UP FRONT - DON'T USE THIS SERVICE THEY TEST THE PATIENCE OF A SAINT I AWARD YOU NIL PONTS DISGRUNTLED
May 2, 2026
Unprompted review
Reply from Chums
Thanks for your feedback. I'm very sorry to hear the parcel has not been delivered as of yet. We'd like to investigate this for you straight away and arrange for a member of the team to call you to help with your situation. If you could please provide your contact details as soon as possible via Trustpilot private message that would be appreciated.
£130 PAID nothing received.
I ordered 6 pairs of trousers for my disabled mum and they have been with Evri delivery for over a week. I rang Chums Friday and they said give it until Monday. I rang Monday, they said give it til Tuesday. I rang today, Wednesday, and pleaded for them to send the parcel out again and they refused and said give it a couple more days! It has been over two weeks since I ordered them! Whilst I appreciate that the item has been lost by Evri that it not my problem! My contract and exchange of money is with Chums. I have not received these comfort fit trousers for my mum who has suffered a stroke.
They should send them out again. Disgusting company who I will no longer use. Unhelpful and thieves as they have my money and I have no product.
April 29, 2026
Unprompted review
Reply from Chums
Thank you for your review, I am very sorry to hear about the delay with your order. I completely understand how important these trousers are for your mum, and I appreciate how frustrating and upsetting this situation must be.
I’m also sorry for the inconvenience you’ve experienced with the delivery updates and the lack of resolution so far.
To enable us to look into this properly and assist you further, could you please contact us with your order details? Once we have this information, we can investigate the current status with the courier and advise on the next steps, including arranging a replacement or further resolution if required.
I look forward to assisting you further and resolving this matter.
Kind Regards,
Rachel
Chums Ltd
Pleasant surprise
Having had a couple of dreadful experiences with ordering online I have been trying to get into the habit of checking trustpilot before I order from a site I don’t know. I found items on the chums website that seemed exactly what I was looking for and ordered and only then checked the reviews. My heart sank and I thought I had made another mistake but I am very pleased to say that I have had a very positive experience with Chums. My order was delivered promptly and without issue and I am happy with the quality and price of the items I bought. I will happily order from Chums again based on this experience.
April 28, 2026
Unprompted review
Reply from Chums
Thanks for your feedback. We truly appreciate your positive feedback, and thank you for your custom. We look forward to hearing from you again in the near future.
Leave this company alone…
My wife ordered a pair of trousers 3 WEEKS AGO- no delivery just usual excuse delivery problems etc etc. If so why big advertising in papers and now on TV. Big question where are they coming from. Don't answer emails chasing delivery. LEAVE ALONE - feels like a SCAM!!
April 4, 2026
Unprompted review
Reply from Chums
Thank you for your review, I am very sorry for the inconvenience you've experienced with the delivery of your order and the lack of resolution so far.
To enable us to look into this properly and assist you further, could you please contact us with your order details? Once we have this information, we can investigate the current status with the courier and advise on the next steps, including arranging a replacement or further resolution if required.
Kind Regards,
Rachel
Chums Ltd
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Unbelievably bad refund experience
Unbelievably bad refund experience!
My Mum has an account and her Partner (my stepdad) is mentioned as a subsidiary on the account. My stepdad ordered and paid for some curtains via cheque which were all in his name. He ended up returning the curtains and being issued with a refund cheque. However, the cheque came through in my Mums name who had passed away recently. Contacted them twice and explained the situation - first call was by myself, second call I had to do with my Stepdad. They said the account number was incorrect and I informed them the letter had come from them with the cheque attached so if it was incorrect then it was their mistake. They found the account and we were asked to email a copy of my Mums death certificate which I did along with a photo of their letter with cheque still attached and the Financial LPA showing myself as Executor and asked them to remove my Mum from the account. You would think ALL that information would satisfy the requirement to provide a cheque in my Stepdads name but noooo, they then emailed today to say they couldn't change the name on the cheque as they needed a copy of the Will with the name of the executor. My Mum was in a care home and had no assets so no Will. They happily cashed the cheque that my stepdad sent in but seem to require a body part to write a cheque back to him in his own name, even with him showing as a subsidiary on the account! Never known anything like it, absolutely shocking! Can't comment on their products but I personally wouldn't use them based on this experience
April 22, 2026
Unprompted review
Reply from Chums
Thank you for your review, we’re really sorry to hear about your experience and appreciate you taking the time to share this feedback. We'd like to investigate this for you straight away and arrange for a member of the team to call you to help with your situation. If you could please provide your contact details as soon as possible via Trustpilot private message that would be appreciated.
Unable to return anything
Unable to log in on my iPhone and it has been this way for months preventing me from making the return of a pair of trousers!!!
I have found a returns slip inside the bag and have filled it out and have returned the trousers today.
April 4, 2026
Unprompted review
Reply from Chums
Thanks for your feedback. I'm sorry to hear of the issue encountered whilst trying to return an item. We'd like to investigate this for you straight away and arrange for a member of the team to call you to help with your situation. If you could please provide your contact details as soon as possible via Trustpilot private message that would be appreciated.
Not very happy at all with the service…
Not very happy at all with the service we have received on this order.
The items were returned back to you by the courier - we were asked if we still required the order or a refund. We replied saying we still want the order, so what do you do you give us a refund.
We have ordered several things in the past from Chums with no problem - but after this episode it might be the last order we place with Chums. The service has been terrible. No one is reading the emails we have sent properly.
April 21, 2026
Unprompted review
Reply from Chums
Thanks for your feedback. I'm very sorry to hear this. I can assure you this is not our usual standard of service, please accept my apologies for any inconvenience caused. We’d like to look into this straightaway for you by arranging one our Team to give you a call to help with this. If you could provide your contact details and order number via TrustPilot private message we will get on to this straightaway.
Persistent Emails Despite Unsubscribing
I have been satisfied with about a dozen items I have bought with one exception, a shirt that had been wrongly described as mostly cotton when it was mostly polyester.
My bigger beef is persistent promotional emails, four in a week, after I have twice "unsubscribed" from Chum spam. The latest was today, "Spring savings - 30% off selected styles".
April 20, 2026
Unprompted review
Reply from Chums
Thank you for your feedback and for taking the time to share your experience.
We’re pleased to hear that you’ve been satisfied with most of your purchases, although we’re very sorry to learn that one item did not meet expectations due to an inaccurate description. This is not the standard we aim to provide, and we appreciate you bringing it to our attention.
We’re particularly sorry for the frustration caused by the continued promotional emails after you unsubscribed. We would like to investigate this further to ensure your preferences are correctly updated and that you no longer receive unwanted communications.
Please respond to our request for further information at your earliest convenience so that we can resolve this as quickly as possible.
Kind Regards,
Rachel
Chums Ltd
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AVOID
Tried several times to become a new customer .. ..but failed.
No reply or even acknowledgements to 2 emails. Cut off during two phone calls.
I refuse to give my personal information so CHUMS can first “create an account” just to tell me the price!
If you have to phone them dial Freephone 0800 033 2000
Do not dial their premium 0871 numbers because you will probably wait ages while they make money charging you 13p a minute plus a network access charge.
April 14, 2026
Unprompted review
Reply from Chums
Thank you for your feedback and I am really sorry to hear about your experience.
I understand how frustrating it must have been to have not received a response via both email and telephone and would like the opportunity to put this right.
Please be advised that prices for our products are available to view without the need to create an account. Prices are clearly displayed in our catalogue, on our advertisements and on our website when browsing online.
I have requested information via the Trustpilot platform - if you're open to it and still require assistance, please respond to this request with your details so that our team can handle your enquiry promptly and without any further inconvenience.
Kind Regards,
Rachel
Chums Ltd
Poor quality from Farah !
Not a reflection on Chums per se but not happy with the quality of the two pairs of Farah 'Classic' trousers.
Having bought two pairs previously from Matalan and found them to be excellent, they are obviously making these elsewhere. India to be specific . The cloth is of poorer coarser quality. Poorer cut and they crease easy. Disappointed !
Had a pair of Pegasus shoes which are OK but I'll see how they wear ?
April 10, 2026
Unprompted review
Reply from Chums
Thank you for taking the time to share your feedback, we're really sorry to hear of your disappointment with the quality of your purchase.
We understand how frustrating it can be when a product doesn't meet your expectations. Your comments regarding the fabric, cut and overall quality have been noted and escalated to our quality control department.
If there is anything that we can do to assist further, including arranging a return for a refund or exchange, please do not hesitate to contact us on enquiries@chums.co.uk
Kind Regards,
Rachel
Chums Ltd
Arrived quite quickly and delivery good…
Arrived quite quickly and delivery good in all aspects. Good tracking and notifications. Front opening Bras are a really good fit and comfortable too. Reasonable price.
April 1, 2026
Unprompted review
Reply from Chums
Thank you so much for your lovely feedback! We are pleased to hear that your order arrived quickly and that you found the tracking notifications helpful.
It's great to know that your purchase is comfortable and found them good value for money.
We really appreciate you taking the time to share your experience and hope to welcome you back to Chums again soon!
Kind Regards,
Rachel
Chums Ltd
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