Phase Eight Reviews 

I dislike that there is a short return refund on occasion wear.I bought a dress. Jacket and evening jumpsuit for my daughter wedding in April next year . Only to see all my purchases had been reduced by about £200 a few weeks later, I’m out of the return time I know. It was impotent to me to wear appropriate style and I buy from phase eight. Just bought the shoe n bag for the outfit a few days ago from the George street store. I’m not bitter but most disappointed not to have got a bargain.

This is the first time I am reviewing Phase Eight and I have given Phase Eight one star because it's been seven days and I have still not received my item or a response to my emails.

I am extremely disappointed with Phase Eight and its complete lack of customer service and accountability.

I placed Order No. 19605759 for a Rochelle Jacket in Camel, Size 14, which I paid for in good faith, fully expecting to receive my purchase.

On 6 October 2026, I unexpectedly received an email advising that my order had been cancelled and a refund initiated, despite never requesting or authorising its cancellation.

Since then, I have sent numerous emails requesting an explanation and asking whether the cancellation notification was issued in error.

I have even escalated my complaint directly to Justin Hampshire, CEO of Phase Eight, yet I have received absolutely no response.

Where is the jacket I paid for?

Why was my order cancelled?

And why is nobody at Phase Eight prepared to respond to my legitimate concerns even Kaisa at Customer Services has ignored me and failed to respond?

I made considerable efforts to secure this particular jacket. I did not place an order simply to have it cancelled without explanation. I purchased it because I wanted the item, not a refund.

What I find particularly unacceptable is the apparent disregard for a paying customer. Even correspondence addressed to the CEO has gone unanswered, which raises serious concerns about Phase Eight's commitment to customer satisfaction, transparency and accountability.

It is now 12 October, and I am still awaiting a meaningful response.

I would strongly question how a reputable retailer can take a customer's payment, cancel the order without a satisfactory explanation, and then repeatedly ignore their correspondence.

I am posting this review in the hope that someone senior at Phase Eight will finally take responsibility, investigate what has happened and arrange for my original order to be fulfilled.

Phase Eight, where is my jacket, and when can I expect a proper response?

An extremely disappointing experience from a retailer I expected far better from.

Also, I have noted on Trust Pilot that Phase Eight have also done this to other customers, so I must remind you Phase Eight that without your customers there is no Phase Eight.

I had a great service at the Birmingham store on Saturday. All sales assistants were incredibly helpful and friendly.

Hello, will update review with response

I tried sending my second email via the online page, but I got a token invalid notice so I’m writing here what I sent to you guys. Please respond.—

Hello, I have emailed about this already once before not received a response and I tried to get in touch customer service as well on Friday. I was told to wait until it’s been five days but it has been five days that I ordered almost £300 of items and nothing has shipped.

In the meantime, everything has gone on sale and now the sale is ending.
The things that I ordered, I still see are in stock.

I would really like the things sent to me so I can pick them up from the store as I requested. And I would expect phase 8 to honour the price as well of the sale because it wishes a few days after I ordered and if the order is cancelled, I really expect you to honour the sale price that’s just been going on as well, because it still says it’s currently in stock.
This is because the sale is still going on right now and I could order the items, but I’m still waiting to hear back from you guys….

Order number
19607190

Both the staff were very accommodating and helped me find a dress for my granddaughters wedding in November which is just what I wanted. I asked if I could check with her that my dress wouldn’t class with my daughter in law and asked if they could keep the dress for me until she confirmed. Everything was fine and I was able to collect the dress a few days later. The staff were very kind and it was a pleasant experience as opposed to some stores you go in where the staff look down on you. I will definitely be returning again to this store.
Many thanks to your great staff x
Although I recently retired from a customer facing role, I would love a part time job working alongside the staff in Skipton Phase 8. Thank you very much x

Staff were helpful enough but the WiFi when it came to paying let the whole store down. Payment would not go through for at least 20 minutes, with the manager asking us to check our bank account and walk out the store and round the corner to get a better signal on our phones. One member of staff said the WiFi is very temperamental and although the manager apologjsed, it was extremely frustrating as we had somewhere to be and could
Not leave the store with the purchase until the payment had been confirmed. However, they did call soon after we left to say they had managed to print a receipt which they duly sent by message

Absolutely stunning dress, luxury shopping experience. Loved it from the moment I walked into the store until I walked out with a stunning dress.

I pacific tell the saleswoman don’t forget take off security tags because I am not living in the UK, guess what!?! She didn’t take off the tag so it’s very hassle for me now.

Staff at Worcester store extremely helpful and friendly.
They steamed a dress for me which I had bought on line but wasn’t quite happy with how it hang, it still wasn’t hanging correctly so they reordered it for me so that I didn’t lose out on the original discount. Many thanks to them.

Staff at phase eight in Cardiff( St David ) are very professional and helpful
Thank you so much for you help

The ladies were all so helpful as I was able to get my dress for my daughters wedding in November ❤️

The store was easy to find. At a glance, I could identify the outfits thanks to the great organisation.
I was also helped in my store experience by a lovely team, especially Madhavi, who patiently advised me on the best fit and colours for my body type.

I recommend this store.

Excellent service from Lynn (I think that’s her name) at Bluewater! What a helpful lady. I was looking for a wedding outfit and she kindly assisted and gave me her opinion on a dress and some ideas for shoes and accessories. I actually told her in store she was the most helpful person I had encountered throughout Bluewater. Lovely lady (and wearing a nail varnish I admired and have sine bought). Many thanks ☺️

Going to a charity ball and was looking for an appropriate evening dress, had already been in every shop in another shopping location without even trying one dress on, came to Braehead and Phase Eight was the first shop I walked into. The shop floor is beautifully laid out, the colleagues in store were very attentive, listened to what I was looking for and directed me to more than one option. I picked the Abbie dress and when trying on I thought the fitting rooms were so stylish and elegant, plenty of room to get into your dress comfortably and fabulous lighting and full length mirrors. Picked the first dress I had tried on and didn’t even go to any other shop. My dress was delicately wrapped in tissue paper carefully and this small touch made me feel that my special occasion dress was even more special. I loved my shopping experience and can’t wait to go back. The team in store have super customer service skills and a lovely way of helping you with whatever you are looking for.

Popped inyo George Street , Edinburgh Branch on Saturday 3 October 2026 with my daughter in law on the off chance I could pick up something to wear for my Brother's Wedding. Staff were all amazing but both myself and my Daughter In law were served by Vera and I have to say that it was the most enjoyable experience I have ever had. Vera was exceptional with both myself and my Daughter in law. I will definitely be back. We both got very lovely outfits. Thank you Vera

Lovely clean and tidy shop, staff very helpful, overall I’m a very happy customer

Friendly staff, willing to help, advise, find sizes and generally made me feel very welcome in store. It was a lovely experience and I look forward to visiting again.

Very friendly & helpful staff
Lovely shop & a wonderful shopping experience

Holes developed in the fabric of an ALICE TOP after 2 gentle washes, about 6 wears and having been ironed once in the first month after delivery.
Customer service have been nice but unswerving in their offer of a 50% refund for the faulty item (undecided whether to accept or take further. )
Not durable or fit for purpose. Unacceptable.
Credit where it's due -I bought two lovely tops in the same order that are beautiful on and are not work wear so will last much longer.
I bought an fourth top with was way off on sizing and was returned and the full delivery postage was returned, promptly.
All order deliveries have taken a little longer than stated.
I'll probably have to suck this one up and vote with my wallet (assuming they're not all owned by the same company, Hobbs and Boden sales have provided some good alternatives.)

Absolutely amazing personal service. Yvonne from Market Harborough stayed late to sort out my mother of the groom outfit. Also didn’t fob me off with shoes that didn’t work - found me some on line that did. Fantastic service