Purecollection Reviews 463

Customer service were extremely helpful over a return after Christmas. Other items kept were of a lovely quality

I wish I'd read these reviews before I'd placed my order. Beyond disappointed with this company which is supposed to be a premium label. Placed an order with them, money taken from my bank, order confirmation received and then nothing. I chased them for an update after 6 days and they then tell me the item is out of stock because they received multiple orders for it on the same day. Their suggestion was that I chose something else!! Told to ring another number to activate my refund. Call centre in South Africa couldn't locate my order number or my postcode. Almost lost the will to live listening to the 'on hold' music. Will never ever deal with Pure Collection again.

I am still waiting for my sweater to be posted. I ordered it on the 5th Jan
I need some information please

I have ordered from Pure Collection on previous occasions with no problems. I placed an order on 1 Jan 2025 and paid the extra £9.95 for next day delivery. Given that the order was placed on a Bank Holiday, which was a Wednesday, I would have expected my order to have been treated as being placed before 2pm on 2nd Jan, and therefore delivery would be on 3rd Jan. The despatch notification email was not received until 3rd Jan, and when checking the link to Evri tracking information, it simply said 'we're expecting it'. I emailed to request a refund for the next day delivery which was clearly not provided, and this was acknowledged, an apology offered and the refund processed. I was told I would receive my order the following Monday. However, by the Wednesday, the delivery had not arrived and the tracking information still said 'we're expecting it'. I called customer services (more than once) and eventually was able to speak to someone who could actually do something about it, or so I thought. I was told that the order would be re-issued and sent via Royal Mail and would be received within 48 hours. On Saturday 11 Jan, I called again, only to be told that it had not been re-issued. Overall an appalling service. I requested a full refund, including the pre-paid postage label. I have received a 'your order has been updated' email, but no confirmation of a refund. I do not have much confidence in it being properly processed and fully expect to have to call again in the near future to chase the refund.

Ordered a gift voucher which took 3 weeks to arrive and only after I had queried it. Then they wouldn’t accept the number on the voucher saying it was too long and only accepted it after I had sent a photo of the voucher. I ordered and paid for an item over the phone and received a confirmation email. Having heard nothing from them about when the items would be delivered I rang this morning to be told the items were out of stock.
Having been a loyal customer of Pure in the past I won’t be using them again.

On this occasion am disappointed. I buy frequently from Pure Collection. This time I placed an order for a sweater and waited for the email telling me it had been
despatched. Because it was Christmas time I expected a delay. I waited until after the holidays but heard nothing. When I phoned to ask about its progress I was
told it was out of stock. Why did they take my order and payment when the item was not there?

Delivered promptly and good quality cashmere tops.
Also returns process for incorrect size ordered was quick and easy and promptly responded to.
Customer help phoneline was excellent and very helpful

The company is too slow to process returns. I went to the trouble of locating a post that would accommodate their return process, After three weeks, they have not refunded the amount to my credit card.

I am a long customer and am disappointed with their customer

I placed an order on November 29 for an item that was listed as in stock. Today is December 22 and I have yet to receive it. Despite multiple follow-ups, I have only been told that the item is in route.

I am reviewing Pure Collection customer service which is a call centre using people whose first language is not English. I spent hours trying to explain a problem with an incorrect refund. I spoke to 3 people twice I was told a manager would call me back but no call back. I have been buying from Pure Collection for many years. The quality of the cashmere is not as good as before the pandemic and no proper help from customer service when things go wrong. I will send items back and not order any more. It's easier to go to a shop in London and purchase from there no hassle and better quality. Pay in cash. Refund if needed it at a counter.

Beautiful jumper, lovely quality, delighted with my purchase, arrived quickly, well packed.
Highly recommend this company & product

Unfortunately on a £200 paid order the wrong address was affixed by shippers, the Pure Collection, who had it delivered by EVRI. Then EVRI Cocked up the job further by delivering parcel in front of a side garden/ garbage door & literally dropping on street, where anyone could pick it up or toss it. Nightmare Plus this is just before Christmas! Not heard anything yet! Photo was taken of where parcel was left by delivery man which I shared, so I have proof my word is true. Extremely careless while I was waiting at home for 2 long days for delivery to occur. No follow up. Totally gutted!

I'd give no stars if I could. Terrible company. Bought a birthday gift to be sent to the delivery address, 500 miles from where I live. 6 days after ordering, it still hasn't been despatched. I phoned customer services and a nice operative said she would get it sent next day delivery so it would arrive on her birthday. The next day it was dispatched, but to the billing address not the delivery address. I phoned to get it redirected. The first customer services person hung up on me after asking me to hold. The second one said nothing could be done, so I've got the birthday gift 500 miles away from the birthday girl. Disappointing. Will never use this company again.

No way to contact Pure for lack of delivery!or any other query. A lot of money spent on very early Xmas order.
Back to more reliable company!
May I add….money taken in November and ringing Customer service I am informed they are out of stock all along!

I ordered a pair of gloves for my Mum 4 years ago which apparently triggered joining the mailing list. Despite contacting customer services MULTIPLE times, I have not been removed from the list and continue to get the catalogue. GDPR is clearly not a priority for Pure - be warned!

Delivery of chosen item was fast and efficient, unfortunately the item did not suit my shape. Thankfully the returns policy also was straightforward and efficient. Thank you for your service. Kathleen Ness

Having bought several cashmere items from Pure in the past, I felt that the Pure quality justified the higher price compared with the high street versions. Earlier purchases of the cropped cardigan ( pre 2020) are still in great condition and are instantly recognisable as a quality cashmere items even just from looking at them . When handled and worn they are very soft, thick , and have a warm feel. The trims on the cuffs and placket are substantial too. However, my purchase of the latest version of the Pure cropped cardigan, received today, is a huge disappointment. The cardigan doesn’t look particularly like cashmere at all . The feel is thin and cheap looking so much so, that you would easily assume it was a cotton blend . The trimmings on the cuffs, neckline etc are also poorer quality and I had quite a job to undo the buttons because the button holes are too small. I suspect it will not outlive my older versions. Only plus is that the new version is slightly longer in length . For the price and the quality , I now wish I had gone to M& S or John Lewis both of which offer a superior product at a much better price. Sorry to say that my days of shopping at Pure have now ended and all down to inferior quality and presumably, cost cutting .

I have been a regular customer for Pure Collection and recently ordered a cashmere jumper which after discount came to £149.25; this amount was just 75p below the minumum value for free delivery. I therefore requested the order value be adjusted to £150 but was told this wasn't possible and would have to pay £5.00 delivery. I regard this as 'sharp practice' and have therefore removed myself and my wife from the mailing list and will buy elsewhere in future.

I ordered a cashmere pullover which never arrived
Email didn't work nor did phone number
Am in the middle of trying to get my money bank through my bank
Obviously a scam not to be reccomended

I ordered a cashmere men's sweater. It hadn't arrive after a week when website showed 2 to 4 working days. I completed an online request for information which should have been responded to within 24 hours after two days I telephoned to be told that they didn't have the item ordered and did not know when they would be getting and yet the payment was taken from my account on 5th November when I ordered the item. Nobody had tried to contact me to let me know this and I only got information after two attempts top contact them. I cancelled the order and asked for a full refund, which I did get but I will not be using Pure Collection again.