Purecollection Arvostelua 

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.

Items took months to arrive, with no notice of delays. Half my order never arrived. Then the returns process went on for ages, no solutions found, took up a lot of my time, totally pointless. Don't know why I thought to buy from them, won't be doing so again!

Ordered and told items in stock £158.40 taken from my account immediately. 11 days later no confirmation or correspondence from Pure ! I phoned to be told items out of stock and my money will be refunded in another 5 days!!! If I hadn't phoned would they have contacted me/ how long would they have kept my money. Unacceptable customer service, I see from other reviews I'm not the only one, I will never order from them again.

False advertising re scarves. Look at this scarf (if they allow photos) please notice the difference in length between the advertisement and wearing it exactly in the same manner, it is about a 5th of the size, Please do be ripped off by this company. Some of their jumpers are lovely and I recommend them. I am returning the scarves and also the silk shirt is 2 sizes smaller than advertised. More of a dolls short. Be careful

I ordered online and waited for dispatch confirmation. After 7 days I rang to find out that although my order had been confirmed and I had paid for the item, it was out of stock and no one had informed me. I will not order from this company again as I have been deceived by them.

I ordered 6 days ago a cardigan which was confirmed and money instantly taken from my bank.
Having not heard anything since then I rang to be told that item was out of stock!
No one had informed me of this and I wonder how long it would have been to be told if I hadn’t called them.
Very disappointing experience.

Poor processes and unhelpful customer service.
After waiting 5 days for my 2 items to be delivered with no tracking/follow up sent, had to chase order over the telephone. Was told one item out of stock even though I had been able to place the order so second item had not been sent. Unbelievable! No-one bothered to let me know/offer a refund. Explanation was flimsy and told it would now take a further 3 to 5 days for item to be sent/refund for first item. If I hadn't rung I am sure nothing would have happened. Have been a Pure customer for many years but this has put me off buying from them again. They need to sort out better systems/processes to deal with and keep customers happy. Terrible service.

I have bought 3 sweaters from Pure, 2 in 2022 and one in November 2023. The first 2 are fine, the 3rd I have worn about 12 times, and it is covered in pills, It looks worse then the 5 year old sweater it replaced. I emailed the company and they will not exchange it, they said that there have been no other complaints and will send me a pill comb. DO NOT buy their cashmere

Asked customer service rep. to give me an address or email I could write to about a return item - could not give me one and said to go to website. Cannot find one. Customer services do not have record of all calls made to them. Have to keep on repeating same information a multiple of times. They are very quick to blame customer rather than examining their shortcomings. Issue still unresolved and I was told just to be patient; my error. They did not want to listen to their shortcomings and become defensive. No Complaints section no Returns number to speak to you. A registered company ????? Overall a very poor service. I do not recommend it.

Excellent friendly, helpful service answered my problem in double quick time, your service staff BEN beyond helpful and your products are always excellent quality with one exception your trousers are always too long and the pairs that I have I have always had to alter a minor detail.