Purecollection Reviews 463

A couple of weeks ago, I ordered a wool cashmere sweater from Pure Collection because it was advertised as 100% Cashmere—a key reason for my purchase. But, when it arrived, the label stated it was actually 70% wool and only 30% cashmere. This is very misleading and false advertising! I am allergic to wool and I would not have bought it had I known the truth! The company did cooperate and issued a refund, but they didn’t refund the delivery fee—even though the issue was due to their inaccurate product description. This feels unprofessional, especially considering the product didn’t match what was promised. Pure Collection, you’ve lost a future customer.

What awful service. I ordered yesterday, paid £9.95 for next day delivery and expected delivery today. Now 12.30 and just been informed thee was a "stock error" and my item won't be arriving but worst of all I will have to wait for my refund. Appalling service - you are able to take my money immediately from me but can't send it back immediately??? You have just lost a regular customer.

They send me spam every week to my work and home address despite me making a GDPR request to not be contacted. Their representative confirmed it would be illegal for them to continue to mail me and yet they continue.

Sadly Pure’s quality of cashmere is no longer what it used to be. They’re expensive and pill very badly and within a couple of wears look very scruffy! I pointed this out to customer service who said it would get better after several washes and they would send me one of their combs - this has never appeared. I cannot recommend purchasing their cashmere.

I ordered the Pure Collections Woollen Wrap over coat and received it 3 days later. I am very pleased the coat is lovely, pure wool, very good quality and a very reasonable price compared to similar coats from other retailers. I have ordered from this company in the past and will definitely do so again.

I recently purchased a sweater from Pure costing £79.00 I paid £4.95 delivery and then because it was not suitable I had to return paying another £3.95 …bringing the final total to £87.90 ….THIS IS NOT GOOD CUSTOMER SERVICE …Will not be ordering from them again until they revise their delivery and refund policy

I recently ordered two gassato swing cardigans from Pure. I love these cardigans, but one of them is at least two inches shorter than the other one as well as the other two I have already, and I wanted to point this out in a review of my experience - as well as emphasising the good things about the cardigans. The cardigan had 164 reviews but I could find nowhere to post one (on my order confirmation there's a link to Trustpilot but that's it). This kind of makes me wonder whether the 164 reviews are genuine?

I bought a supposedly cashmere jumper, which when received had a terrible cut and felt like rough wool, I’m not outright saying it wasn’t cashmere but if it was it must have been the wire wool grade of cashmere…….
I paid £4.95 postage, which they didn’t refund, fair enough but then I had to pay to return it, So basically paid £9.00 to try on a horrible item……
Rubbish goods……..Customer unfriendly………

So disappointed after years of buying Pure's velvet jeans, I've had to return the size 8s this year as they continue to be too big - bigger than in previous years. Baggy bottoms! Beautiful trousers and were always my winter staple in many colours but sadly I'll have to seek an alternative.

I ordered a gassato swing cardigan on 20.09.24 and £150 went straight out of my account followed by an email to say it would be dispatched on 3rd September….nothing on the website to say low sock or out of stock. No further email at all so on 5th September I phoned with the story to be told they would look into it and email me….no email I phoned again 2-3 days later to be told the reason I hadn’t been called back was because there was no update!! The cardigan arrived today the quality is awful…very thin..I have compared it with the old one I have which is probably twice as thick. So it’s going back…..and they had my £150 for 22 days. You’ve lost a long time customer Pure….and I really did love your product

So far l am not impressed with this company.

Goods ordered two weeks ago. No correspondence to say low stock or out of stock. I contacted the customer service team which l was appalled at the noise in the background banging crackling and other staff talking loudly.

Shaz who l spoke with came up with a full blown story which l do not believe. She lacked skills in talking to customers. Goods should be in stock on the 5th September as l am now informed by Shaz that my item should be there. If you do not hear from us by Monday September 9th please ring. I requested an email only sent when goods dispatched.

Great delivery service. So pleased with the service. My parcel arrived in just a couple days.

Lost parcel
I reported a non delivery nearly a week ago and I am still waiting to hear whether they have sorted the problem out with Evri.

Customer Service inflexible protocol is to return a faulty item (in my case one that has shrunk despite careful hand washing). Despite seeking advice only, Pure Customer Service insisted that the item was returned to them. I had to chase for postage to be refunded as promised. When returning the LINEN SHORT SLEEVE ROUND NECK T SHIRT to Pure for inspection, I included in the package a clearly typed note requesting the garment was returned to me, endorsing this on my email exchange with Customer Services. This request was completely ignored, the item was never returned. A refund was paid to me but that was not what I wanted and some discussion prior to that would have been useful. No dialogue, no discussion, no explanation for the shrinkage and endless emails that clearly have a templated apology but not for a faulty product or for procedures that work for Pure but do not benefit the customer one iota.

The ultimate in scammers. Charlie from Pure Collection unloads refunds and hides items pretending they have not been returned. They have just done this to me - spent over £1500 with them - clearly don’t value their customers and are not to be trusted!!!!!

I had a problem with the pre-paid return label, the post office would not accept it. On contacting your team My account was credited promptly with the value of the returned item plus the label. Sorting out the acceptability of the pre-paid label is another question!
Thank you very much for your speedy customer service.

The website & phone obtained stock cannot be trusted. 3 times now my orders have been confirmed and shown as shipped only to find they don’t arrive. Then told out of stock when chased up by phone. PURE customer care is left to deal with this tech fault. I got a voucher by way of remediation but when I used it the same problem!! Boden, John Lewis etc can manage their stock & customer facing info so come on PURE sort out your stock management! I’m still trying to use my voucher then I’m walking away from PURE

Washed silk shirt in pale pink: the silk fabric is so flimsy that I feel I need a matching camisole underneath to make it wearable. The shirt is a classic style with pretty cuffs but the garment is seriously diminished by the thinness of the material. Other buyers beware!

Appalling customer service and I agree with other reviews. I ordered a cardigan which was then out of stock. Purecollection make sure they take your money immediately but then I had to call them to see why I hadn’t received it and to get a refund. They obviously had no intention of contacting me. I have been a Purecollection customer for years but won’t be buying anything from them again.

After my order had still not been despatched after 9 days, I contacted customer services and was told there was no reason for this (was in stock, etc). It just had not been despatched and i had not been informed. As the dress is required for a funeral next week I cancelled the order but was informed it would take 3 to 5 working days to process my refund (for £152). I asked for the refund to be expedited so I can go out and buy a replacement ASAP - flat refusal. No help at all - not rude but certainly no flexibility. I work for an online retailer and there is no reason not to push through a refund when order fulfilment has been the problem.