Percival Reviews 

Poor sizing.

Customer service is terrible, or I should say, non existent. I'm still waiting for a refund for 3 weeks now, while their returns policy notes a return will be refunded within 5 days.
They haven't replied to any email and I will be contacting my bank for a dispute as they are unable to update or respond to an email.

I will not be buying from them again.

Also their prices increased a lot recently and the order was poorly packaged.

Ordered on 31st May. Returned a pair of shorts on 6th June, and received confirmation on 10th June that Percival had the item back. It's now 10th July — over a month with no refund and no communication. I emailed customer service on 5th July chasing this and got no response at all.

Looking through other reviews here, this is clearly not an isolated case — there's a long list of people reporting the exact same thing: confirmed returns, silence for weeks, and refunds only appearing after posting a public review. That shouldn't be the only way to get a response from a company selling clothing at this price point.
Order #487458

Ordered a suit 18 June which was delivered 19 June. The suit was too long in arms and trousers so returned 21 June. I have tried to contact customer service through their email address but am still awaiting a response (not automated) and my £324 refund!!

This is a lot of money to be waiting for and frankly think it's an underhand policy to hang on to their customers funds for as long as possible.

I usually have a good experience with Percival - suit sizing can occasionally be a little inconsistent, but can be adjusted no problem. In this case I'd ordered a suit, the trousers were fine but the jacket was way too big, so I sent it back for a return. Percival confirmed my return had arrived with them on 8 June and then... absolutely nothing. I emailed chasing them a week ago and still... nothing. So my money is currently in a black hole while I wait over a month to get my exchange sorted out. Not good enough.

Clothing is good quality, however I decided to return as they didn't suit me. I returned the items and recieved a confirmation of the return via email on 14/05/26.

Unfortunately however the return has STILL not been processed and I now owe Klarna money for the items and have to pay them tomorrow.

I've been desperately trying to get in touch with the company since the returns were confirmed, sending countless emails and contacting them on instagram but have had NO reply whatsoever.

There is no contact number and no chat feature on the website (despite them stating there is).

It's just really really poor customer service and very disappointing.

3 weeks now and still no refund on an item returned the same day arrived. (confirmed return delivered etc). Have emailed and still no response. Seems other people having same experience. We're all generally pretty busy in life, so a company giving the automated response of "we're busy right now" is just insulting to customers. Shame as products look nice but people will be afraid to order anything if this is the customer service standard.

Happy with the clothing, but similar to others I am still waiting for a refund on the items I didn’t want. Return confirmed by Percival as received on 4th June over email but I am still waiting to even be told it has been processed on 9th July, let alone get the money back. I’ve emailed and heard nothing back. I am awaiting an amount of money in the hundreds of pounds and could really do with it back. Very poor

I made an order 11 days ago and it stated 2-3 days delivery I haven’t heard anything after I’ve asked numerous times. My money has been taken no goods and it should have been delivered to in post and they still have down has parcel being prepped. Further to my previous emails I’ve had a response now due to my comment on here. I’m now awaiting my order as they have claimed it’s been lost in transit. I’ve been promised express delivery so we’ll see if this happens 10.07.26, they haven’t confirmed it’s been sent tho?

I have never experienced customer service as poor as Percival’s this should be 0 star. Do not buy from them

It has now been over two weeks and I still don’t have the item I paid for. My original parcel was lost in transit, and despite sending multiple emails, I was completely ignored. The only reason I received a response was because I posted a negative Trustpilot review.

Percival then offered me three options to resolve the issue. I chose for the item to be resent via express delivery, but since agreeing to that, I’ve once again been ignored. I’ve received no dispatch confirmation, no tracking details and no updates whatsoever.

Mistakes happen, and I understand parcels can be lost. What I cannot accept is a complete lack of communication and having to chase repeatedly just to get a response.

Based on my experience, I cannot recommend Percival. The clothing may be good, but the customer service and logistics has been the worst I’ve experienced from an online retailer.

Ok so as you all can see below another fake response saying they will sort this out and they haven’t. My item not in stock now and said they would send another one in another colour immediately or refund me immediately. I asked for response today and was ignored again and I’m certain this will go on for days and possibly weeks again, it’s been 2 and half weeks and they just keep lying.

You must not use this company I am having to contact the bank tomorrow to tell them fraudulent company. No goods, no refund and just ignore me and when they respond to my email they say there going to do something and don’t. Worst clothing company I’ve ever come across DO NOT USE I SERIOUSLY MEAN It

I requested a return, but haven't received any label. I contacted percival through their customer service email and no answer either.

Cannot return items until their customer service approves a return request. I initiated a return request TWO WEEKS ago and it has not been acknowledged. I've emailed three times to inquire. Nothing. Beginning to feel like this is a scam to avoid honoring their return policy.

I’ve purchased from this company for a long time so gutted to have had such a poor experience this time round. Definitely makes me think twice about using them again.

Long story short, purchased an item online that didn’t fit. Used their online system to start the returns process and received a message that they are reviewing my request and will be in touch. A week later and I’ve heard nothing so after spending far too long trying to track down any way of contacting them I eventually found an email address and politely chased up my request. A week on from that and still absolutely nothing from them.

I chased again today but at this stage I’m not holding my breath for a response

Such a shame as genuinely love their clothes but feel like I have been let down massively in this instance

Update… Percival have now been back in touch and instructed me to submit the return request which I have done and have now sent the item back. Fingers crossed the refund will follow soon.

It does however make Percival’s response to this review a little confusing

Update - 3 weeks on from returning the item that didn’t fit and I’ve heard nothing. No refund no communication. Absolutely nothing. Such a shame as have been a customer for many years but recently something has changed and to be honest if a simple return now takes this long to refund, I will not be using them again!

Completely unacceptable returns policy - I've never come across a business where you have to request a return and wait for it for it to be reviewed and accepted before sending back? So, instead of sending the items back for a refund, it's been almost a week and I've had no response to either my return request nor my follow up email to question the lack of communication. If this is how long it takes to authorise the return in the first place, I dread to think how long it will be before I get my money back. I wish I had looked at some of the other reviews as it's clearly becoming a common issue / theme. My email was sent to you at 8:17am on the 7th of July with subject Order #496059 - Return request. Regardless my return request was submitted to you on the 3rd of July at 8:55am and it's now the 9th of July so I'm not sure what's taking so long?

Order placed for linen jacket and two pairs of trousers to ensure one fitted. Suit is great so much so that our son has also ordered a suit. HOWEVER trying to return the second pair of trousers which were too small is proving difficult. Order was received on the 30 June applied to return same day, return still pending.

Update 9 July - as requested I have now forwarded all my emails to them and it has been resolved. Thank you

I’ve returned a suit jacket from this store as I wanted to exchange it for a smaller size. I received an email confirmation that they have received the jacket on the 24th of June but no package has been sent out to me as of yet. I’ve also contacted their customer support team via email but have not received a response. It is deeply unprofessional and I am yet to receive any communication from them regarding my return.

Attempting to make a return via their online portal, entered the details of my return and got a reply saying they would be in touch - they have not since replied to their original message or my subsequent requests for help. I’m currently left unable to send my return back to them.

Update: once I eventually was able to send my return back and it was received, the actual payment refund has been delayed an unreasonable amount of time. The whole refund process has been an absolute joke. Do not shop online with this brand.

I’m trying for a refund more than a week now. Haven’t heard anything from them. As a retailer pricing himself with an easy return policy, this is unacceptable.

Clothes are good but for the second time I’m struggling to get a return processed. Receipt was acknowledged on 25th May, not refunded yet and it’s July. Emailed and no response.

Requested a return over a week ago and it is still being ‘reviewed’ if it carries on much longer I will be outside the return period. Emailed to query and also heard nothing. Expect better.

Edit following reply:
I sent the first email on Friday 3rd July at 16:56 and received a generic holding response - I’m not sure why you don’t have this on your records. I have since sent an email at the request of Percival on Wednesday 9th July at 09:22.

Edit:
I have responded and not heard anything in over 24 hours - can you prioritise this please.

Edit:
It has been 14 days since I received confirmation my return had been received, and 17 days since I posted it but my refund has still not been processed/received. This is a breach of Consumer Contracts Regulations - can you sort it out please.

I’ve been buying from Percival for years and for a while everything has been great.. but something has changed at Percival.

The quality of clothing is still very good although the sizing and fit is a bit hit and miss sometimes, this is usually easy enough to rectify with a return.

The biggest issue here is with the refund process. I have made 3 separate orders within the last 2 months and had to return the odd item per order. I hadn’t been checking my bank account, no refund for any of the returns. Proof of delivery for all 3 returns. Multiple emails sent, no response.

Update: within hours of posting this review, a refund for all three orders was processed. Thanks Michelle

Ordered a tennis polo shirt on Sat 27th, no email to advise shipping but in account shows a Royal Mail tracking number added Sun 28th which the Royal Mail site advises they’re still awaiting the package. Really poor. Emailed customer service 2nd July but no response