Dan & Phil Shop Reviews 269

Total Dan and Phil fan girl but genuinely so impressed with the shop. I ordered a jumper knowing shipping was gonna take and while an in the time before it shipped my mum went into hospital. I asked if it could be cancelled as hospital trips and food have drained my bank. Martyn cancelled so quickly and efficiently with the best customer service. Love Dan and Phil, now love Martyn too :))

Dan & Phil have been excellent role models for my niece Kenzie… we have travelled twice out of country for them to get to see Dan & Phil… each time they were so excited… and so of course had to have a tee shirt or sweatshirt which have been very good quality - each year Dan & Phil product makes its way onto Kenzie’s Christmas or birthday lists! Don’t stop Dan & Phil, even at 18 you are still relevant to your followers! Lol. Signed, a grateful aunt.

Such a nice response on my email, got refond when I because of a computer glitch accidentely had made a double order.

TLDR: This is a good company with good quality products and they care about their customers... you just have to give them some extra time occasionally. :) Five stars in spirit but PLEASE hire more Customer Service reps to avoid future issues.

You may notice some other Dec 2023/Jan 2024 reviews adjusting their rating from very low to fairly high because the shop had some mishaps during this period - packages being undeliverable and returned to sender or arriving up to 2 months late with no responses from customer service. I would probably be adjusting my review as well but I'm only writing this after the issues with my order were resolved (Jan 29).

I have ordered from the Dan & Phil Shop a few times in the past with absolutely no issues and was very satisfied with both the quality of the products and how fast the orders were processed. This time, there was a very unfortunate mishap and although I reached out to customer service a bunch of times, I wouldn't hear back until almost 2 months later. I was admittedly pretty frustrated.

Then, out of nowhere, I got an email from a shipping company asking me to update my address on Jan 17, and by Jan 25, the product I had ordered on Nov 24 and that originally shipped out on Dec 6 had finally arrived with no issues. So even without them getting back to me, I knew they were solving the issue behind the scenes.

I was totally fine to leave it at that but today I finally heard back from customer service and let me tell you - one email can change your entire perception and can lead to folks changing their ratings because you see that they do care and are eager to help... if they have the resources and staff available.

Martyn was very apologetic, explained the situation, and made sure to check with me if the replacement they sent had arrived. And his response to my follow-up email was incredibly quick.

I can't in good conscience give the shop 5* after all that frustration but like I said - any issues were eventually resolved and all my other experiences with them were perfect.

I also just wanted to thank Martyn again for getting back to me, it was greatly appreciated. :)

I've had an absolutely wonderful experience with this company and their fantastic staff! Whenever I've needed assistance, they've consistently been responsive and incredibly helpful, going above and beyond—even when the mistake was mine. The quality of their products is top-notch, and the pricing is more than fair. I wholeheartedly give them a perfect 10/10 and would highly recommend their services. It's been a joy doing business with them!

I've always had good experiences with this site, and whenever theres been an issue customer service has always dome a great job of helping figure it out. Great communication.

The team replied incredibly fast to a return inquiry I made and with great empathy. Since I’m based in Australia, they recognised shipping was expensive for me (without my even mentioning it) and made adjustments accordingly.
Best experience I’ve ever had with an international return service!

Ordered over 3 weeks ago emailed twice to find out what's going on .they don't reply to emails so no point responding asking me to email as already done that. Still not posted . Seems looking at reviews a lot of others had tge same issue. No other way to contact other than an adress. My daughter paid for this as a fan out of her own money. You basically kept 35 pounds of my daughters Christmas money with no way of getting it back

Edited: after writing my initial (and quite hash review) I have received my order, and thus I've upgraded my rating. Also adding some more information.
I have ordered a shirt back in November, however I made a mistake in the address and the shirt got sent back to the sender. They say on the page that if this happens you will receive an e-mail that the shop has received the returned package, however I never got that e-mail. When I found out that my package went undelivered, I wrote to the Customer service. Customer service hasn't replied to any of my (3) e-mails. Only after complaining here I got an e-mail with request for further information and the issue had been resolved. I have received the shirt today (20th of Jan). I was even refunded the shipping, which was an extremely nice gesture as I have made a mistake in the first place. But sorry I'll change the title only a little as I still kind of think the customer service is a bit of a mythical being 😅

I had a lot of phaff with a t-shirt I ordered but they kindly got back to me and gave me my refund and also kindly offered me the t-shirt as well for free. I feel appreciated and grateful. So thankyou Dan and phil shop and to the man who sorted it all out for me ( martyn)

2* only because we actually received our order. Customer service was terrible. No replys for weeks, only when I threatened with a Visa charge back did I get a response. Do not order from here unless you like to gamble with your purchases.

UPDATE: The company have since been in touch, apologised and rectified the issues above so am adjusting to 4 stars from 2.

Customer service is terrible. I ordered Dan's book and a shirt, but never received the book. I have been emailing custom service for a month now, but they continue to ignore my emails. I payed for a book I never got.

Ordered a few times on behalf of my daughter, everything ordered she loved. Delivery was quick.

ordered multiple times from the sale, had no issues and I've been very pleased with the quality of the items especially considering I got them all on sale for £5 or less. all items came within a week too

First order- Blue long sleeve. Awful quality and way to small for the size it was.
Second order- Dan's book and a mug. Book came, totally fine. It has been over a year now and I still haven't gotten my mug. I love Dan and Phil but their merch vendor is AWFUL. I've seen many reviews of people saying they only ever received half their orders. Ridiculous!!

The worst customer service I’ve experienced. After hearing nothing about my order for 3 weeks I emailed customer service. They completely ignored the content of my email and just sent a generic reply not answering any of my questions. When I then tried to contact again I have received nothing in reply. I ended up paying postage for two items but only receiving the one.

I ordered from Dan and Phil Shop on 12/23/2022 and by 1/22/2022, my parcel still had not shipped. It had been 29 days since ordering so I emailed support and never got a response. Today I received both text and email notices that I had been refunded for my order and that it had been canceled. When I went to check my bank account, it showed that I had been refunded, but a few hours later, they charged me again. I emailed support again, but I am not hopeful that I will get any help.

I ordered a Christmas gift for my girlfriend, the phil and plants calendar, back in mid November but due to unfortunate events there were delays with the order and then my order was lost in the post. Thankfully once I got through to Martyn in customer service they were very quick to send me the order again

When my order came in December, two items were missing. I've written multiple emails but never heard back. What I received was excellent quality, but I am super disappointed I didn't receive my whole order never got a response, and still paid for everything.

I wish I could give 5 stars. But I can't. At the start of the month I ordered several items; 2 jumpers, a top, bag and mug. What arrived was fantastic quality. Sadly, the mug I was looking forward to the most wasn't included. Made me a bit sad and I emailed immediately, no response. Emailed the next day, no response. Emailed a week later, no response.

I really wish there was an automated customer service email that was sent back where you fill out a form asking about your issue.
There's no contact number and I'm just annoyed cause I spent money on something I didn't receive.
It's been a month now, I just want my mug.

The clothing is fantastic quality though!

Edit; since I posted here, Martyn was fantastic and got in contact with me straight away and emailed me saying a replacement was on the way. It may have taken a while but all is sorted and I'm very happy :) Thanks Martyn