Chums Arvostelua 

My wife phoned to place an order using the phone number given in their newspaper advert, and was charged 8.88 for the call. They should be absolutely ashamed of themselves.
I am being asked to provide more information - The number they give is a premium rate number. There is no need for a well known company to provide such a number, from which they profit. The longer you are on the phone, the more they profit. She wanted two pairs of trousers, and they tried to sell her some batteries!
For some reason I am repeatedly asked to supply more details, their are no more details. Here is their reply to me:
'Chums
Hi, We’re really sorry to hear about your experience, and we completely understand how frustrating unexpected charges can be.
Please rest assured that we take concerns like this very seriously and would never want anyone to feel misled. Charges for calls can sometimes occur depending on the number dialled and your phone provider’s tariff, but we’ll be more than happy to look into this for you. Please send a copy of the phone bill to us along with your details. Kind Regards'. They supplied the number to call! One customer was charged £23.

Update: What Chums fails to deal with in their reply below, is why does a famous business use a phone number that causes customers unnecessary, and in some cases extreme expense. They have an ordinary phone number - 0333 355 4455, but always advertise the number that brings them an income.

The website is incredibly slow took 30 mins to do an order I have tried 3 times to sign into my account but it doesn't load

I can only echo the many bad reviews already on here about this disgraceful company.
My elderly Dad, recovering from cancer and so having lost a lot of weight, was in bad need of some new trousers. He ordered three pairs from 'Chums', his very first purchase from this firm.
The trousers arrived with an inordinate amount of wrinkles over and above the acceptable fold creases.
Being ex-Army and having already lost my dear mother only a short while ago, he just set to with an iron, since he didn't have her wonderful expertise to call on any more. Apparently, it took him ages to get the trousers looking presentable to wear. At least, to be fair, they fitted him perfectly.

Now, I hadn't found out about all this till after he'd already sent emails (see below) to Chums CEO, one Graham Rubin, registering his concerns about the quality of garments sent and indeed whether he'd simply received a badly-repackaged return from someone else that Chums had just re-addressed to him!
He'd chosen Chums simply because he'd seen TV/press ads and thought they'd have a good range of menswear.
Further, since because of his health situation he anticipated buying more from Chums, all he asked for in the email was some reassurance from the CEO about the company's quality control in general because of his issue with the trousers. Reasonable enough, right?

After waiting patiently for some time, he received not even an acknowledgement, never mind a kind reply from Rubin.

Again, being ex-Army, he didn't take that lying down. So he sent another email and also a copy to the CEO's sons, Amos & Josh, who work for the company.

In short, he gave the CEO the benefit of the doubt and hoped his sons might respond on his behalf were he too busy to respond. Once more, after a wait, no acknowledgment and no reply.

Says it all, doesn't it: the fish rots from the head down.

You'll appreciate the last thing you want is your elderly parent being treated badly by any firm, especially given my Dad's circumstances.

The fact Chums' senior management didn't see the benefit of a customer telling them effectively he'd still want to buy other things from them for the same reason as the trousers, shows such crass ineptitude, insensitivity and arrogance.

Of course, Dad could just have returned the parcel and got a refund, but since the trousers fitted him well, then he'd decided on the above route for his dissatisfaction.

In hindsight, that was a mistake. From their inception, I believe Chums tended to cater for middle-to-senior ages. All the more reason to treat people with respect.

Lesson to be learned folks: be well-advised before even thinking of using Chums for your own or family's needs, including womenswear.

The reviews on here signify very weak customer service, even costly to contact by phone.

Save yourself a 'wrinkle-full' hassle and give Chums a wide berth.
They don't deserve your custom. They surely won't get my Dad's any more!

UPDATE: Day after my review, via Trust Pilot, Chums asked for some basic information so they could 'resolve' things. Yeah...right!

Immediately gave them requested info, contact telephone and email. Verified by TP.
Did they phone?...no
Did they email?...no
Did they bother their dumb little heads to 'resolve' things any other way?...no.

Since you'll note they go through this charade after every negative post, I doubt 'resolution' ever occurs for anyone. It's all a ploy to make it look as if they're 'doing' something to help. Or hope we'll just go away. Great business strategy I don't think!
They have the cheek to send my Dad their latest brochure package!! He promptly sent it back to them as 'unsolicited junk mail'!!

Further evidence, if anyone is still in doubt, NEVER to purchase from this shower. It's clear they don't care about customer or resolving complaints.
Take your business elsewhere, folks and warn friends/colleagues at every opportunity of this disgraceful firm.

Finally, try this: minute their TV or print ad shows, switch channels immediately or turn the page.
Your call if you want to curse at the same time!!

Awful, avoid!! Placed order on 15th May for 2 dresses, received order confirmed then nothing. Tried to call but long wait times and 13p per minute charge, so emailed them instead. After waiting 5 days for a reply, I was told order was lost in warehouse and do i still want the order. Replied to ask for a replacement order to be sent out. After another 5 days for a reply to be told a refund has been processed. Horrendous customer service. Waste of time

… but unfortunately, I spotted this abysmal rating too late and had already placed an order.
Same story as so, so many here, my order not dispatched or even looked at after 13 days, 0% movement, but then an eventual reply to an earlier email enquiry informed me my order had been “lost in the dispatch process in their warehouse” and to let them know if I wanted a replacement?
I immediately phoned customer services to check this out, and was told my order had never actually entered the dispatch process and was still open. Meaning the “lost in dispatch” email just received was a pack of lies.
This honest & helpful telephone agent then agreed to cancel my order and to refund me 100%. But I am not holding my breath that the cancellation and refund she raised, and I believe she did this, will be processed or progressed as there are so many widespread problems with Chums.
EDIT June 12th - Rachel - I have sent you the order number and other info related to the order as requested. My bank have now informed me I have a full refund pending from you, but it has yet to fully process.

Customer service is absolutely non-existent and will not even acknowledge the emails I have sent. Despite me having returned an item and forwarding proof of such, Chums are "ghosting" me and have not returned my money. Do not purchase anything from this company.

No, this hasn’t been resolved. Your service is appalling.

I had an order query and phoned the customer helpline.
I couldn’t understand the agent and he asked me 3 times for my name .
I gave up
Then I was faced with a telephone bill for £9.20
I emailed customer service and was fobbed off with a generic impersonal reply.
Sadly I will not order from them again in spite of being pleased with previous purchases.

There a Load of crap they never listen too there customers and Think there Above the Law

my partner ordered trousers
and they never arrived
after contacting the company
never had any reply

Bought 2 pair of corduroy trousers, good price, exactly my size, waist and length, however after wearing once and then laundering them, at recommended 40°, the length shrunk 2". I think I wasted my money.

I order a pair of farah trousers delivered from chums cost £50, farah was good quality. I have received thin cheap rubbish ever seen,all wrinkled, I will not be buying from chums again.

Ordered Jeans for my dad 70+ he’s not happy said he looks like coco the clown !!!! Nothing like the image or description !! Waited a while for delivery ….STOP WITH FALSE ADVERTISING 😡

I ordered two pairs of shoes , which I was pleased with both .quality was good I sent one pair back , too big and received my refund promptly will be ordering again in future

I would give this a zero if I could. My Mum purchased 2 pairs of trousers for my Dad. They sent the wrong colours so my Mum rang them & she was charged £7.79 for their mistake!! She was not aware of the charges. And terrible customer service.

ordered item 22nd April still waiting waiting waiting no delivery from EVRI TRIED CHANGING TO COLLECTION TO POST OFFICE STILL NO DELIVERY ITS NOW 2ND MAY AND NOTHING NOTHING NOTHING WILL REQUEST MONEY BACK FROM MY CARD AND DELETING THIS COMPANY FROM MY ONLINE SUPPLIERS - SIMPLE YOU AND EVRI DON'T DELIVER I DON'T NEED YOUR NON EXISTENT SERVICE WITH YOU TAKING MY MONEY UP FRONT - DON'T USE THIS SERVICE THEY TEST THE PATIENCE OF A SAINT I AWARD YOU NIL PONTS DISGRUNTLED

I ordered 6 pairs of trousers for my disabled mum and they have been with Evri delivery for over a week. I rang Chums Friday and they said give it until Monday. I rang Monday, they said give it til Tuesday. I rang today, Wednesday, and pleaded for them to send the parcel out again and they refused and said give it a couple more days! It has been over two weeks since I ordered them! Whilst I appreciate that the item has been lost by Evri that it not my problem! My contract and exchange of money is with Chums. I have not received these comfort fit trousers for my mum who has suffered a stroke.
They should send them out again. Disgusting company who I will no longer use. Unhelpful and thieves as they have my money and I have no product.

Having had a couple of dreadful experiences with ordering online I have been trying to get into the habit of checking trustpilot before I order from a site I don’t know. I found items on the chums website that seemed exactly what I was looking for and ordered and only then checked the reviews. My heart sank and I thought I had made another mistake but I am very pleased to say that I have had a very positive experience with Chums. My order was delivered promptly and without issue and I am happy with the quality and price of the items I bought. I will happily order from Chums again based on this experience.

My wife ordered a pair of trousers 3 WEEKS AGO- no delivery just usual excuse delivery problems etc etc. If so why big advertising in papers and now on TV. Big question where are they coming from. Don't answer emails chasing delivery. LEAVE ALONE - feels like a SCAM!!

Unbelievably bad refund experience!

My Mum has an account and her Partner (my stepdad) is mentioned as a subsidiary on the account. My stepdad ordered and paid for some curtains via cheque which were all in his name. He ended up returning the curtains and being issued with a refund cheque. However, the cheque came through in my Mums name who had passed away recently. Contacted them twice and explained the situation - first call was by myself, second call I had to do with my Stepdad. They said the account number was incorrect and I informed them the letter had come from them with the cheque attached so if it was incorrect then it was their mistake. They found the account and we were asked to email a copy of my Mums death certificate which I did along with a photo of their letter with cheque still attached and the Financial LPA showing myself as Executor and asked them to remove my Mum from the account. You would think ALL that information would satisfy the requirement to provide a cheque in my Stepdads name but noooo, they then emailed today to say they couldn't change the name on the cheque as they needed a copy of the Will with the name of the executor. My Mum was in a care home and had no assets so no Will. They happily cashed the cheque that my stepdad sent in but seem to require a body part to write a cheque back to him in his own name, even with him showing as a subsidiary on the account! Never known anything like it, absolutely shocking! Can't comment on their products but I personally wouldn't use them based on this experience