PULL&BEAR Reviews 4,502

My email again!

Dear Pull & Bear Customer Service,

I am writing to formally complain about a refund that I have still not received. Months ago, I received my order and immediately returned two items that did not fit. Despite confirming that the items were sent back, I have yet to receive any refund.

I have emailed your team multiple times and even reached out via WhatsApp, but have not received a single reply. There is also no customer service phone number available, which makes this situation extremely frustrating and unprofessional.

It has now been several months since I returned the items. I expect a full refund without further delay. I am not made of money, and it is unacceptable to be left without both my items and my refund.

If I do not receive a response and resolution within the next 7 business days, I will have no choice but to seek legal advice and consider reporting this matter to consumer protection authorities.

Please confirm receipt of this message and process my refund immediately.

Regards
Mrs. van den Berg - Read

Really poor customer service (hang your heads in shame Roy, Silvia, Ruben) - as helpful as a chocolate tea pot. I need to return faulty jeans (they were unfortunately purchased with a broken zip - unbeknown to me at the time when I bought them) purchased 2 days ago and being told I have to go into store to return them - yet my closest store is a good 1.5-2 hours away! Why cannot I return by post? You have my digital receipt and proof of purchase, and I have an account with you so you can see I'm a regular shopper with you. No where on my digital receipt or the website can I find anything about returning store purchases only into the store. Instead I'm expected to pay £100+ for a train back into London to go take the faulty jeans back for a refund. JOKERS!!!!!! Lost a loyal customer.

Pull&Bear Rue Neuve39 Bruxelles
Very good experience! Even though it was very busy and they were short-staffed, one person in particular was doing their best to satisfy the costumers and keep the store running.
She was cleaning up the store, helping at the changing rooms, working at the register, … She seemed to be everywhere and helped everyone. Her name was Lola. Even though she was clearly overworked and had a lot going on, she was still so kind and nice. She gave everyone a warm smile and tended to the costumers. Even when the clothes and workload were literally piling up like mountains, she stayed professional.
So i wanted to write this review for her.
Lola, you made everyone’s day by being yourself and doing your job so well. We will be back at Pull&Bear Bxl. Thank you!

Absolutely shocking quality across a range of their clothing lines.
Me and my partner have purchased several items of clothing, hoodies, leggings, jumpers etc and all of them, after extremely minimal wear, have suffered from bobbling, fading amount others defects.
Won’t be buying anymore of their clothing and I recommend you do the same.

awful awful awful awful!!!!!!!!!!!!!!!!!!!!!!
Customer service is dreadful you get put through to a robot because their too chicken enough to deal with all themselves terrible , not aloud a refund this company is a scam SCAM!!! they take your money and do not delivery! AVOID like the plague everyone! im seeking legal advice and hoping they will get in trouble treating people like this!

Pull & Bear is gewoon een goede webshop om kleding te bestellen. Echt een aanrader.

Pull & Bear is just a good webshop to order clothes from. Really a recommendable webshop.

Just received my first (and what will also be my last) ever online order from Pull&Bear, and my new jacket still has the security tag on 🙃 who can possibly be dumb enough to post items out with that on!

ustomer service has been rude, dismissive, and completely unhelpful. Royal Mail has also been of no use, and I’ve been left stuck in the middle — out of pocket and without my order.

I have provided all tracking information, order details, and supporting evidence, yet Pull & Bear refuses to take responsibility or offer a refund. I’ve now had to escalate the issue to Resolver, my payment provider, and will be pursuing further consumer protection routes.

Absolutely shocking experience for a brand of this size. I would not recommend shopping here if you value your time, money, or peace of mind.

Wish I could give NO STARS. I ordered something nearly a month ago, was given a delivery date for a few days after and it’s NEVER ARRIVED. I have contacted them on watsapp and on instagram and they said they will contact the courier. When I track my item it says it’s been shipped weeks ago but it’s not here. They are USELESS. I wish I’d read reviews like this before.

On the face of it, looks good quality. But 2 of 3 items were faulty. One pair of joggers shrank half way up my leg on first wash and the other had a hole after one wear. Customer service to get refunds has been terrible. Still waiting on one. I don’t review unless I’m shocked and I’m shook!

They send me a default item and I return and it’s being 3 months and never refund me. I keep contacting them and they keep giving me excuses that they will contact the supervisor responsible for refund and never do. I will never buy with them again, the worse company ever. This is scam

If I could give no stars I would don't order from this site customer service is terrible wrong item sent had to email & message multiple times only to be ignored constantly they are useless & rude.

Placed an order on 14/09/25. Tracking stopped updating on 16/09/25 and still no update. I emailed support — no response. I then contacted them via WhatsApp to request a refund and was refused, being told they had to wait while they “contact the courier.” I made it clear they could continue chasing the courier but I wanted my refund, yet they still refused.

To date, I’ve had no update from support, no update on the courier, and no refund. Appalling customer service — I paid for an order I never received and have been completely ignored. Avoid this company.

I returned a package, and after 2 months now I still haven't received my money back. I have been in contact with customer service, 4 times, were I was told they would get back to me, but I have never heard back from them. I have also emailed then twice and they didn't respond to either.

If I could give P&B no stars I would.
Absolutely crap customer service that has really put me off the brand which I usually love.
Bought an order online 3 weeks ago with an estimated delivery of approx 1 week later. After this date, I had still not received the items and I needed them for an event I was going to which I had given plenty of time ahead of when ordering. I chased with P&B numerous times to be told it was escalated- iwas not given any further information until finally 3 weeks after ordering, I received a collection code. When the item did arrive, it was faulty so I therefore wanted to send it back (plus not receiving it in time for what I had bought it for.) Contacted the online chat customer service who were rude and insincerely apologetic telling me there was no discount code that could be given to compensate for the frustrating experience, not even for free delivery if I wanted to reorder. Then I experienced more issues when trying to return the item- QR code not working and no information to explain drop off points I could use/ change to. It actually said I had no items to return on the website. An absolute joke which has permanently turned me off P&B.
To add to this- I have since been in store when travelling to London to take the items back in person hoping for a better response. I asked in store if they could confirm that my p&p would be refunded too as online had said, they said they were unable to see any information from their end as online and stores aren't joined up and directed me to speak to online which I really didn't want to after previous experience. I explained the issues I had and the low Trust Pilot store, the manager in the shop said they were aware of the bad rep that online has. And to top off my experience, my refund has come back without the p&p added so all in all, an absolute disgrace of a brand.

Looking at the other reviews, maybe I'm just really lucky as I've always had great experiences with this company. However, I do normally shop in store, and on the rare occasion I've ordered things online my stuff has always come quickly (I live in Edinburgh) and I've made any returns in-store as it's quicker. I tend to just buy their t-shirts, bags and caps as they're my favourite things to buy and pull&bear's stuff is my favourite and has always been great quality.

I as a minor(13) got separated from my guardian by an extremely rude young looking worker and had to wait in the main shop alone. She gave me filthy looks the entire time and spoke about me to a colleague (where I could hear) very disrespectfully whilst I was waiting.

Same thing always ALWAYS happens ! I order something online and it just gets stuck in the preparation process for weeks until the item I ordered goes out of stock ! So disappointing !
And also, I order something it gets confirmed and it’s still in stock a day later they contact me saying it’s out of stock like what the hell

Never received my receipt via email following an instore purchase wanted to exchange the clothing for a bigger size spoke to the store manager and a member of staff in Dundrum who were so hostile, was told to get onto customer service online, which I did and I was told iv to go back to the store and the shop have to allow the company access to their records for them to try locate the receipt. Shocking customer service

I went to the Trafford Centre new store today and I will not be in a rush to go back if ever. It’s a shame as the clothes and layout are fine. The staff, on the other hand, leave a lot to be desired. From the militant style of changing room monitoring, to rude eye rolling staff on shop floor and unhelpful staff on the checkouts. Multiple staff were just not prepared to offer any customer service and everything appeared to be too much trouble. I appreciate it is busy on a Saturday but all the competitors stores had much better customer service. I’m sure the Leadership team would not be happy if they had observed this.