Hayley Menzies Reviews 22

Ordered the tapestry jumper. It arrived and had a snagged thread. I contacted customer service and spoke to Ella who called back within an hour after speaking to the production team (?) with two options - return it and they would fix it or they could send me the snag needle and instructions. I opted for the first and she sent me the prepaid label. She posted it back within a week and then I had to pay the RM delivery charge, she debited my account immediately. She also sent back a handwritten note AND a snag needle with instructions. The CS was great and the cardigan is beautiful but unfortunately very prone to snags!

Ordered a cardigan by mistake, emailed within a minute of the order. Didn’t hear anything, even though I chased them. The item arrived. As their items are so expensive, posting it back cost me £15. I complained and as a gesture of goodwill they gave me 20% off my next order. I pointed out that there was already a 20% code on the website and they replied saying ‘that one will expire soon’. Terrible customer service.

I am blown away by their customer service. I reached out after losing a belt for my duster… at the time, they didn’t have anything to offer me. Two months later, they reached out with a solution. I don’t know any other brand with the care, attention to detail, and true concern for their clients’ experience. I always loved the brand, but now I am a fan for LIFE! Thank you to the amazing Louise in customer service!

I ordered a cardigan which unfortunately was not perfect. I spoke to Louise at Customer Services who immediately arranged for a replacement to be sent . She refunded my postage costs and sent me a returns label. Louise was wonderful - an excellent example of how a Customer Service Department should be run. Thank you Louise.

So happy with my bomber, I've admired the brand for a while and decided to treat myself recently. The quality is amazing and I've had so many compliments.

Similar to others, very poor customer service, especially for the price point. Ordered an item 3 weeks ago. Followed up a few times and received no response back. Eventually received an email to say they'd sold it to me in error and it's out of stock. After weeks of waiting and hearing nothing. The item was ~ 40% off and I don't think it's in my budget full price. Wouldn't shop here again, they need to vastly improve the customer experience for the prices they are charging. Really cheapens the brand for me.

I had purchased an item on sale on 23rd Dec, only to be phoned the next day to say they didn't have instore in the size I ordered and that I would be refunded. I went online the next day, the size I had ordered was still showing as in stock, so I ordered it in a different size (lightning can't strike twice right?) For context, the item cost over €350, so at this point I was €700 in, awaiting a refund of the first item, which eventually arrived after a week or so. On 28th December I got an email saying order shipped with DHL Tracking ref, showing label created but hadn't yet been passed over to the courier. After about 10 days, I popped the care team an email asking for an update on my item, no response. I chased again 2 days later, no response, and again 2 days after that, still no response. So today I phoned them and after some checking I was notified that the parcel was missing or lost and I would be refunded again. The lady on the phone was nice, explained they use a fulfillment centre with thousands of other labels and its busy and sometimes these things happen. That they "went viral" over the christmas period and literally couldn't keep up with the volume of emails and calls from customers She followed up with an email and a 15% discount code as an apology. They offer 10% discount to all on first purchase, so not much of an incentive there really. The item is now out of stock, not expected to be restocked. I bought it twice and still dont have anything! Incredibly frustrating experience as a first time buyer, most certainly not one I will be repeating. Very disheartening as I've always admired the brand, but beyond sub par service for a brand that considers themselves a luxury brand. Zero out of ten, would not recommend. Turns out that lightning can strike twice! (In my case anyway)

Love the style from Hayley Menzies and the online shopping experience is super. My parcel arrived beautifully packaged. Haven’t visited the store yet in London, but it’s on my list of things to do one weekend with my Mum and sister who are big fans of the luxury British brand!

I have just had the good fortune to work in a pop up in the Duke of York square in the Hayley Menzies Boutique. What a wonderfully happy experience it was.
Clothes are gorgeous, store has the best atmosphere and the staff couldn’t have been kinder, more welcoming and super helpful! Thank you so much, what a great team!

Bought a gift card online, contacted in advice to ask if it would be physical or email gift card, very vague. No emails delivered with gift card details, had to chase up via whatsapp, email and phone and souch bad communication. Still no idea where my gift card is, a week later! Horrendous customer service

It was terrible from beginning to end, late delivery, poor quality dress for £330. Refund process took over 2 weeks and I had to pay £10 for next day delivery as a return. Please do not use this company. If I could give minus stars I would.

If I could give less than a 1, I would . I waited 8 weeks for these shoes and guess what after 8 weeks they were never delivered . They had no proof of delivery and still dragged it out for another 5 weeks . They won’t deliver anything and wont refund you for it . Do not buy anything from this place

Where is my return? I’ve been waiting two weeks and was told I would have a credit 5 days ago. When I called them it was like they had forgotten about my return. Next step Paypal

I love the Hayley Menzie t-shirts and I’ve got 3. The last two releases have had great designs but they do not last (psychedelic leopard and courageous tiger). The print eventually starts flaking off and are not designed to last. Considering this is supposed to be from a luxury brand you would get better quality from a high street chain. Very disappointing

I bought something for my girlfriend for our anniversary from them and it was absolutely perfect! She loved it. Thank you!

Bought a gift and chose the gift option. My beautiful box arrived with a gold sleeve on it, tissue paper and a stunning postcard with handwritten note. It made an amazing impression. I’m a huge HM fan but this was my first online purchase. I bought something else in the sample sale and it arrived in a box no sleeve but the box itself is worth a purchase alone ;) I will 100% repurpose the box.

The items itself are unique and well made with precious materials. The merino knits are heavy and warm and utterly breathtaking designs which always get compliments. I hope they never cheapen out their materials and never change. 💕

I came across this brand at the Spirit of Christmas show and purchased a sunrise rodeo cardigan.
Got home and properly tried it on. OMG I'm in love with it.
Beautifully made and the material is heavy enough to wear as a jacket in winter. I've just come back from the States so the thene is quite appropriate.
I'm already eyeing up my next purchase and it was fab meeting Hayley herself at the show.

My fourth time purchasing from HM, my dress is both beautiful quality and fit. The delivery service fast and item beautifully packaged. I have purchased items in the sale and some not and the service has always been the same. At one point the skirt I wanted was out of stock for my size and they took note and emailed me directly when it came back into stock.

From start to finish dealing with the staff at Hayley Menzies has been amazing so easy to deal wit. So prompt with there response. I had the fortune of dealing withValeria Lo Piano. She honestly went above & beyond. I was unaware she was on a few days of & I had been contacting her she replied to everything I asked. Honestly never had customer service like it. AAMAZING. A real pleasure to deal with. Some companies could take a leaf out of there book.

Fabulous service I had a question re the delivery of my duster Cardigans and Claire was very professional and helpful. All arrived safely in time for travels! Thank you.