Percival Reviews 

DO NOT BUY! Today marks 28 working days (40inc weekends) since Percival received my returned items and I am yet to be refunded. I have also had no response to the email I sent asking for an update. I ordered a suit for my upcoming wedding, but decided it wasn't right for the big day. I returned the items in good time and in perfect condition.

I returned 4 items on the 6th June due to their odd sizing and received confirmation that they’d been received on the 8th June. It’s now the 21st July and I’ve heard nothing. I am £300 out of pocket. Most other companies take a week. Maybe they have cash flow problems and are using customers cash to keep them going, maybe.

I bought a waterproof coat on a credit card and had it shipped to me
• the coat is really nice
• it turned out not to be waterproof (I got wet the first time I used it)
• I emailed Percival
• They eventually replied
• They tried to persuade me not to expect the waterproof coat to be waterproof
• I disagreed with this view, suggesting a coat that is advertised as waterproof really ought to be waterproof
• they said the waterproofness runs out after a while
• I pointed out that they advertise that it’s worth spending extra on Percival goods as they last longer. They even talk about cost per wear
• I worked out my cost per wear was about GBP72.37
• they said they’d give me store credit
• They gave me a partial store credit refund for the waterproof coat not being waterproof
• I said it should probably be a full credit given it was a waterproof coat that wasn’t waterproof and I bought it to be free of water
• They offered a full store credit
• I accepted the store credit
• I live in NZ
• when I used the store credit they added NZ$80 in charges when I had to pay in NZD on a GBP store credit card (this does not occur with other merchants)
• I asked about this - they said those charges were to cover shipping
• the order was eligible for free shipping
• the items I ordered did not turn up
• turns out they’d not sent them
• I asked for a refund
• they said I could only get my funds back in the format I spent the money (ie store credit)
• I was a bit fed up - I wanted my money back
• I pointed out I paid for the coat via Visa so perhaps they could refund me that way
• they said I have to have store credit
• I acquiesced
• I bought a hoody
• It broke (that ring bit around the string) after about four weeks
• I suggested this was no good given they said it was worth spending more money on Percival clothes as they last longer
• They gave me a store credit again
• I asked if I could have a refund given I was fed up, and, you know, the stuff above
• They said I could only have a refund in the format I paid (as before)
• I now have a GBP60 store credit which is only worth GBP40 given the exchange rate thing I mentioned above and anything I buy will attract GBP20 shipping fee
• Given Percival only makes expensive things that last, there is nothing I can buy
• I am a bit fed up - and want people to know what they are getting into when buying from these jokers.
• Their copy writing is great. Their clothes are nice. Their quality is patchy. Their service worse.

I find it interesting, but unsurprising, that I have had no response from Percival on this. I can see them responding to other people’s complaints. Not this one. I wonder why…….

Have had a response - my TP email is different to the one I used on Percival. Same name though. Have emailed Percival.

Re Order SW-499767
You don't seem to be responding to communications yet again. Can you confirm if the exchange has been shipped?
Do you actually have an admin and processing team because they are seriously harming your business. I will no longer be using your company.

My husband has been waiting for a refund since 10th June despite receiving an email saying the refund would be processed within 5 days. There’s no way to speak to anyone and after multiple emails he has finally had to raise a dispute with his credit card company. Do you think he’ll just write the £340 off? What an appalling way to treat customers. Avoid like the plague.
1 star rating because I couldn’t give zero.

Yet again! Ignored support requests!

Their customer support is non existent!

I have emailed twice now aa tols regarding returna because they are of shoddy quakity and clearly wrongly labeled in size.. Yet have I had a response 10 days later? Ofcourse not.

This is why I should jot have ordered nee items before have the first order complete.

Horrible customer service, horrible clothing 2 out of 2 orders confirmed first order shoddy clothing, falling apart, bad stitching. Second order wrong labeling, wrong sizing.

The only coincidence of both orders is the fact customer service is absolutely no help and ignore your emails.

Lack of refund of an order after 28 day - acknowledge that you have received the suit back but no refund made ! Why ?

I’ve bought several items from them and, until now, I’ve always been happy with them. The last item I returned was received successfully, but after a month I realised I had never been refunded. I emailed them and also contacted them on Instagram, but I’m still waiting for a response. It seems this has happened to many other people. Hopefully, I will get my refund soon!

Sent the wrong items, taken almost two weeks to get any answers on returns. Terrible support and disappointment for a first time customer.

I made a return for an item and received an email saying the return was delivered and that my refund will be processed. 17 days later and I’m still waiting to receive it. This has put me off shopping at percival in the future as I cannot be confident I’ll receive a refund when returning a product.

Return received 03/06/26, emailed asking about refund as still not received by 06/07/26. Still no refund, disappointed.

Following my review on July 8, 2026, a customer service representative contacted me promptly. I was then refunded for two items from my return, but not for the other three items that were also included in the same return. I was also informed that another return of mine would be processed shortly.

Since then, despite several follow-up inquiries, I have not received any further response from Percival. The remaining refund has still not been issued, and my other return has not been processed either.

I have had significant issues with my most recent Percival order getting a refund for a return. I ordered one jacket amongst a few other items and the jacket was too large so I submitted a return request and have not heard back despite multiple messages. Percival customer service, if you could please contact me and return my messages, that would be greatly appreciated.

I have ordered a few items from Percival over the years but this is my first return / refund request and it has been a very frustrating experience.

One month since return received by them and no return provided. I will do a charge back

E-mail sent regarding an order over a month ago and no response.

Why pretend you have customer service?

UPDATE FOLLOWING RESPONSE:
Laughworthy response from Percival below, this is clearly an AI prompted response. Why insult me and say you have no correspondence with me when I have e-mailed you 3 times now? Why does everyone get the same response?

Search "Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013" in your inbox and find me. As stated, no refund by today (17th of July 2026) charge back is being completed

Placed two orders. The clothes are quite nice but I needed to return due to sizing being off.

I requested refunds and the request has been ignored. Emails also ignored. This is now over 10 days. Customer support is completely non existent. They simply do not read emails.

There are many good, low key menswear brands but their lack of customer support means Percival are not one of them.

Yesterday they finally responded to my one request as I placed a Trustpilot review. Unfortunately they only dealt with the one order. I am having to put a review up for the second order now as it seems the only time they address issues is if a review is placed here. Terrible service.

Avoid at all costs.

—

UPDATE

Percival cancelled my original return and asked me to resubmit the request. I did so and their automated return system told me it was now outside the return window.

A complete joke. I have emailed again but don’t expect a response.

Like everyone else on here, I have had trouble with their customer support (or lack of) and their returns process.

I requested a return 10 days ago, and I’ve not heard a single thing from them despite chasing in several occasions.

The item ordered was a denim jacket but it was comically oversized and did not match their size chart suggestion. A medium was basically the equivalent to an XL at best.

I can’t see myself buying from them again if this is what I can expect. Terrible to say the least!

UPDATE: They claim that the team “recently contacted” me. However, much like all the other cases in these reviews, they contacted me after I left my review and because of it I suspect. Evident that they only care about their image, but not actually assisting their customers.

Their response was useless and only led me to a page that said my return was now outside of their returns period, despite we raising the initial request well within the time period. This place was once a great place to shop, but clearly it’s now just a con. Don’t bother and shop elsewhere! You’ll save time, money and your mental health won’t be tested due to incompetence.

Customer service is seemingly non-existent. Confirmation of return received many weeks ago, beyond their usual period and still no refund. Many emails sent to their customer service and still not heard back.

I am extremely disappointed in the absence of customer service. I placed an online order on 6/26, items I was purchasing as a gift. My credit card was debited promptly, and on 6/29 I received an email that my order had shipped. The tracking information provided had not changed through last week (indicating only that a label had been created), so on 7/8 I emailed for a status. I received a canned response that they were a bit busier than usual but would reply as soon as possible. When nothing further was advised, I emailed again on 7/10 and lastly on 7/13. No further communication to me has been made. The birthday for which the gift was intended has passed. I expected better. No phone help offered on website, only a non responsive email mailbox.

** EDIT now to say i have had my refund, funnily enough no email reply only when leaving a trust pilot review do you get your money back the next day. What a coincidence! I suggest anyone waiting on money does the same, the typical customer reply about no email is obviously guff. What a let down!**

Waiting a month since order has been returned to get money back. Have emailed 3 times and have heard nothing back. I can see many other people looking through the reviews have this issue. I think the clothes are great but customer service is appaling and seriously letting the company down.

I am still waiting for refunds for items confirmed as returned over 6 weeks ago. This company is holding over £500 of my money and despite four emails asking for some kind of update I have been completely ignored to date. There is no way to call them or start a webchat. I have never experienced delays like this and such a terrible customer experience.

Update following response from Percival: you ask me to send an email to hello@… on the basis that you can not find any of my earlier emails. I have sent at least three emails that include the emails you have sent me confirming receipt of the returns, the most recent of which I sent earlier today. I will resend this email again in the next few minutes. You should be giving me a telephone number to talk to somebody to sort this out quickly, not asking me to send more emails to a non-responsive mailbox.

Thank you Percival - action at last and my refunds have been received today. My fourth email yesterday was sent to the same email address as the previous three that you said had not arrived. Hmm. Anyway, what an awful process and service - I've never experienced anything as poor as this before from any retailer.