Sunspel  Arvostelua 88

After a full week of delay, I was told their warehouse had failed to fulfill the order correctly. I was then given replacement tracking information that raised obvious concerns, including inconsistent shipping details. On the next attempt, the FedEx tracking number Sunspel provided showed the parcel out for delivery in Nevada while I am in California.

This was not a simple shipping delay. It was repeated fulfillment failure, inaccurate tracking information, and poor handling by customer service throughout. By the third failed attempt, I had no confidence that Sunspel had any control over the order at all.

For a brand that presents itself as premium, this was an extremely poor experience. I ultimately had to dispute the charge with Visa.

I will be taking my business elsewhere. Buyer beware.

My recent experience with Sunspel was extremely disappointing.

I bought two Riviera mid-weight T-shirts in white, size M as a gift for my partner, after previously buying the same model in grey melange, also size M, which fit perfectly.

However, when he tried the white shirts on, they were noticeably tighter despite being the same model and size. When I measured them flat, the difference was obvious: the white shirt was 1.5 cm narrower on one side, which means around 3 cm tighter overall in the body than the grey one. The armholes and sleeves were also smaller, making the fit clearly different when worn.

For a brand that positions itself as a high-end heritage label, this level of inconsistency is simply not acceptable. Many far cheaper brands manage to keep sizing consistent between colours of the same garment.

What made the experience worse was the customer service response.

Over a series of emails with Niamh from customer service, I was asked to:

Re-photograph the shirts multiple times

Provide measurements with a tape measure

Send higher-resolution images

Measure specific areas again according to their diagram

After sending six detailed photographs with measurements clearly showing the discrepancy, Sunspel ultimately responded that the shirts were still “within manufacturing tolerances”, explaining that their garments are hand-cut and may vary by a couple of centimetres.

In other words, a 3 cm difference in the body of the same T-shirt model and size is apparently considered acceptable quality control.

By that stage we had passed the return deadline so returning them was no longer possible. The only “solution” offered was a discount on a future purchase.

This entire experience felt unnecessarily time-consuming and dismissive. Instead of acknowledging a clear inconsistency in their product, Sunspel required extensive evidence from the customer and then simply dismissed it as normal variation.

For a brand charging premium prices for something as basic as a T-shirt, I expected excellent quality control and a customer-focused response when something goes wrong.

Instead, I encountered poor sizing consistency, endless back-and-forth with customer service, and ultimately no resolution.

Sunspel promotes itself as a heritage British brand known for exceptional craftsmanship and attention to detail. My experience unfortunately suggested the opposite: a basic sizing inconsistency that cheaper brands usually avoid, followed by a lengthy process of sending measurements and photographs, only to be told that a 3 cm difference in the same T-shirt model and size is considered normal. That standard of quality control does not match the premium image the brand presents.

Very disappointing.

Don’t be fooled by their British brand claims and all the heritage baloney, 99% of their merchandise is manufactured abroad.

If you want to buy British and definitely get superior quality, get over to John Smedley, they are simply the best!

I purchased a t-shirt and cotton/linen trousers from Sunspel expecting the quality their reputation and prices suggest. After just 3-5 wears and one wash (following care instructions exactly), both items show noticeable discoloration.
For basics costing what Sunspel charges, I'd expect them to hold up for years, not weeks. When I contacted customer service, I was told it wasn't their problem.
I've bought cheaper high-street items that lasted far longer. Hard to justify the premium when the product doesn't perform and the brand won't stand behind it. I won't be buying from them again.

Do you have plans to restock, or are you closing down?

Unacceptable level of customer service. No ability to change an order just returns. Don't waste your money, this company is an embarrassment.

Like others, experienced non-exsistant Customer 'service'. Emails unanswered, no one to answer phone (recorded message) generic email reply says they will respond it 2 days and still blaming Black Friday. Embarrassing. 2 weeks later sill no reply.

Very poor customer service and their lack of response and failure to process a refund for a returned item.
I purchased items from Sunspel which I returned for a refund. The item was sent back via tracked delivery and was confirmed as delivered over one month ago. Despite this, I have still not received any refund.
I have emailed their customer support team multiple times and have received no response. I have also attempted to contact them by phone on numerous occasions, only to be met with a recorded message stating that no one is available. This complete lack of communication is unacceptable.
As a result of this, I will now be contacting my bank to begin the process of recovering the funds directly. This is extremely disappointing, particularly as I made a conscious decision to support a British company. Unfortunately, based on this experience, I will not be using Sunspel again.

NON EXISTENT customer service. I have been buying Sunspel products for many years. I bought a heavy weight thsirt at the end of November and after only two washes is misshaped. Enough is enough as this is the third time out of three this has happened with this style t-shirt. I have tried calling customer services about 30 times, no answer and sent two emails with no response. I will now use my credit card company to reclaim my money.

High end product and brand providing bargain basement customer service.

Bought a pair of shoes in the sale for £250 (rrp £450), nice enough but for that price I was disappointed the sole had been cemented so unable to repair them later down the line. Took them over a week to confirm this about the product when i tried contacting them. I decided to send back and get a refund. It’s well over a week since the product was returned, I have heard nothing back despite 2 emails and multiple calls that don’t get answered.

Don’t get me wrong they make good t shirts and polos, but my word the service is terrible. I won’t be buying from them again directly. Terrible. Shambles.

I have been buying Sunspel products since 2011. Never had one issue with the clothing or the service. Spoken to staff without issues either. I notice there are some questions around washing on here. Gentle washing, stretch tees, polos and sweatshirts after washing. Let them dry naturally and you will have no issues.
Great brand and glad to support a British company, even if everything isn't made in the UK.

Standards have fallen steeply. Two items ordered and paid for before Christmas as presents were simply cancelled due to “stocking issues”. With brands like Mr P, Orlebar Brown, Wellwear they are falling away quickly. I doubt I’ll be back for some time. Shame. I used to be a real fan.

This was a first. Customer service is indeed something else.
So the package was marked as delivered by the carrier.
On a Saturday.
To an office building that is closed on Saturdays.
The carrier, of course, tells me to bugger off, and that I have to contact Sunspel.
I do, and a few days later I get the standard "sorry, we'll look into it" reply.
Then nothing for a week. I send a follow up email, nothing again.
I ended up raising a dispute on my banking app.
The bank went through with it, and I got my refund a few weeks later.

But Sunspel couldn't care less.
So if you order doesn't arrive, and you don't have solid proof that the delivery wasn't materially possible, and also a reliable bank, well, that's that.

Sunspel sell great clothes but their treatment of customers is appalling for a premium brand. Emails are not answered, their phone line never works and therefore they cannot deal with refund/return requests or delivery issues. I would recommend purchasing their clothing from third party retailers with functioning customer service teams.

Sunspel clothes arrived dirty, damaged, and poorly constructed. Sunspel Customer Service is AWFUL. They do not respond to emails and do not return phone calls. They refused to pay for return shipping of the dirty, damaged, and poorly made clothes even after I sent photos. They operate from a point of inherent distrust of their customers. Plenty of other designers/manufacturers out there who treat their customers better, support them and avoid Sunspel!

Put in an order for a xmas delivery (1-3 days on their website) and nothing. Tried contacting via email and phone and zero response. Sunspel has spiralled, please be very wary or avoid.

Quality and standard isn't what it used to be. Clothing has arrived unclean and with hairs and debris on. Disappointing for a jumper costing £295.00. Telephone calls go unanswered after many repeat attempts. Emails just fall into a black hole on non-response. 15 days for a response - Still pending.

Ordered a shirt and wanted to amend the colour but no, not possible as it’s already been shipped (which was a lie). Avoid this washed out company, the customer service is more faded that the sub standard clothes they produce.

Products of high quality. Shipping and returns policy has changed. The customers have to return the products and this has caused serious issues with returning the item (they did not receive the parcel, the shipping costs for individual customers are very high)

They have gone downhill fast. Really disappointing experience. I’d bought the F1 thyme green Brad Pitt sweatshirt a week ago, having been on the mailing list for it for ages. I placed my order as soon as I got the notification. Order placed within a minute. I have just had an email that they have a ‘stock shortage’ and can’t send mine it. Very poor. I fear they have got too big and the service and quality has deteriorated way beyond what it used to be. I won’t ever buy from here again. I would recommend Orlebar Brown for those others looking to switch brands. Always had impeccable service from them. Sunspel could learn a thing or two.