Casual Factory Ltd Arvostelua 

2nd and last time using casual factory.
Ordered two t shirts only one turned up 3 weeks later. Spent another 4 weeks trying to find out when I would receive the 2nd t shirt. They only seemed interested once I filed a paypal refund claim. Website is misleading with desptch times and the items arrived wrapped in brown paper with hand written labels. I don't think they are quite the professional outfit that the website suggests they are.

Edit: 1st order took 15 days to arrive. Fair enough. Not sure what that has to do with any perspective on my 2nd order. Two totally separate orders. Completing one order successfully (albeit late) doesn't excuse you from messing up the 2nd.

Ordered 2 items (Spezial clothing) 23rd January. Not received. They have now stopped replying to my emails where im requesting a refund.
Please avoid. I'm about 110 pounds out of pocket.

Awful experience. Was informed that the goods would be coming from abroad (despite not stating this on the product page). I was OK with this but asked for a rough timescale. Despite numerous emails, I have never had a response. Order was placed over a month and a half ago. Now awaiting refund from my bank.

AVOID!

Made order 14 feb got told 8/9 days despatch only responded to email when I said i will contact bank with its in stock just be patient.. now been 5.5 weeks and still nothing after numerous emails asking where my order is with no response now

If I could leave zero on the reviews I would, ordered a Jumper £225 waited for a week for tracking number which never arrived, sent emails for it to be told my order was coming from Europe, so waited another 3 weeks and now no reply from emails,opened case with PayPal, waiting for refund, terrible company, avoid like the plague

Ordered item. No emails about dispatch, messaged after a week or so, no response, sent second message no response.

Opened PayPal claim and suddenly a response. Asked for a refund, told me the refund was coming. Chased the refund a few days later and promised a refund, but ASKED ME TO CLOSE PAYPAL CLAIM without issuing refund.

No response for a few weeks, escalated the claim and money back.

A chancer.

Keine Lieferung nach mehr wie 1 Monat.
Zahlreiche emails immer wieder vertröstet.
Meldet sich nun gar nicht mehr.
Diese Webseite ist klar Betrug!

Well done if you get your order. Believe all the negative reviews if you don’t. They will string it out as long as possible, then come on here and blame the customer. Order cancelled 3 weeks ago (not in stock). Refund still pending one week after sending then tried blaming PayPal even though PayPal say it’s pending due to not clearing THERE bank. Never again (2nd time order not in stock)

Fantastic service
Ordered an item which unfortunately turned out to be unavailable. The business apologised for the error and offered a refund or a more expensive alternative product at no extra cost. Customer service was fantastic. True test of this is how a business reacts when facing a problem…I’m delighted to say this was fantastic!
Further product ordered 👍

The customer service is exceptional - fast, responsive, and incredibly helpful. The entire ordering process was smooth and well-supported. Unfortunately, the size didn’t fit, so I had to return it, but even that process was hassle-free and accommodating. Overall, excellent service!

Ende August 2024 einen Merc Parka bestellt. Der Versand hat sich immer wieder verzögert und ich wurde vertröstet. Anfangs 2025 hatte ich das Produkt immer noch nicht erhalten. Mir wurde mitgeteilt, dass der Versand beim "Warehouse-Team" in Auftrag gegeben wird. Über zwei Wochen wieder nichts gehört. Auf meine nächsten E-Mails wurde nicht mehr reagiert.
Ich habe via Paypal mein Geld zurückgefordert. Danach ging es schnell und der Rückerstattung wurde umgehend entsprochen. Das Geld ist heute auf meinem Konto eingegangen.
Ich zweifle an, dass mein bestelltes Produkt überhaupt existiert und deshalb nicht versendet wurde. Dubioser Shop.
Wer sein Geld nicht explizit zurückverlangt, der verliert.

Scam Shop! Ordered two times and both times had major issues with delivery, availability of ordered products, communication, return and most refund. at second time i've got ne refund so i had to push to my bank and police. absolute shot show.

Are the clothes all real?? Bought nothing yet but I would like to... if i get an answer to my question.

Placed an order Thursday 19th. Paid for express delivery. No confirmation email nor any dispatch email, but the money has been taken from my account.

Tried using the contact us section of the website but it doesn’t work.

Hello, I ordered a Merc coat on your site at the time of Black Friday and since then no news of my package. It is a gift for Christmas so I would like to know when it arrives thank you

Ordered an Adidas spezial tshirt and jacket. Both were sent separate from Greece. A1 service and excellent communication

commande passée le 19/08/2024 = 1 article reçu mi-novembre, sur les 4 commandés... Depuis plus de nouvelles de leur part, je pense que je ne les recevrait jamais, ni même un remboursement. Casual Factory annonce des produits dispo sur leur site, mais ce n'est pas le cas. Ces gens sont malhonnêtes. Ne commandez pas chez eux !!!

Its my 5th or 6th order from casual factory. Always good service. If something is not available, they always get in contact with you. Will definitely order more stuff from them.

Terrible experience! Paid but didn’t receive any kind of confirmation from them , only received confirmation from PayPal that the payment had been taken from my account . Waited 2 weeks and still nothing , not even any confirmation. I opened a paypal case , and Casual Factory responded stating they had tried to contact me twice , a blatant lie . They told me if I still wanted them they are shipped from the EU and I’d need to wait . I’ve already waited 2 weeks and they hadn’t even shipped it . To make matters worse I had 2 separate orders with the same problem. Paypal refunded for both ! You’ve been warned stay clear .

Response to Casual Factory
They are lying ! I checked everywhere for any correspondence from them. 2 weeks and they still hadn’t even started to ship my order . Check out the other negative reviews on Trustpilot for them .Pretend to be uk based but ship from the EU , good luck with customs charges.
Yes you did send me confirmation emails unfortunately 2 weeks after my 2 separate purchases were paid for and coincidentally after I opened a paypal claim against you . They claim 1-9 days shipping! Hadn’t even sent any of my 2 orders after 15 days , so add up to 9 days from now if they did ship , that’s over 3 weeks for delivery ! What a joke .

Ordered a cap (size xl) and when I received I discovered I had been sent a medium in error .
Sent numerous e-mails and eventually was told to send the wrong one back (at my own expense)
Made multiple phone calls to talk to someone but it just cuts off !
Wrong hat (Their Mistake) sent back & still no cap No tags on it , so not 100% sure it was new & it was just stuffed in a padded envelope
I would advise anyone thinking of ordering from this company to go elsewhere
The customer care/service is non existent
The customer phone number is never answered
They won’t reply to e-mails , iThey really give the impression they’re not bothered
So save yourself time & money & shop elsewhere……….

This is a honest review & the reply is laughable !!! If you want to receive what you order & not take over a week to get it sorted, go elsewhere their customer service phone number is +44 20 3286 0275 see if they answer !

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