Wander Doll Arvostelua 671

I received a few items as birthday gifts and absolutely love them all! Unfortunately 2 of the bodysuits were too big and I had to exchange for a smaller size, as these were gifts and purchased a few weeks prior to my birthday one of the items was out with the 14 days returns policy. Gary has been so helpful allowing me to exchange both items- the replies have been very quick and clear which has really helped to resolve my issue quickly! I already own quite a few styles from Wanderdoll and will be continuing to purchase regularly!

READ HERE & GOOGLE. (A common theme seems to be accusing customers instead of refunding).

I’m not someone who ever leaves negative reviews, but this situation has left me extremely shocked and I feel a strong need to warn others before they consider buying from Wanderdoll.

My situation (almost identical to many other reviews which is shocking!):

* I ordered two Eden Maxi dresses as I wasn’t sure about sizing.

* The parcel was delivered, and within moments of opening it I noticed a hole in the smaller dress - sadly the one that fit me best.

* Within SIX minutes of delivery (as proven by Royal Mail’s tracking emails), I reported the damage and returned the dress the very same day (very unlike me to be so organised but I was going on holiday the next morning).

* I kept the larger size (even though it wasn’t the best fit) as I needed something for an upcoming holiday.

* Two weeks later, Wanderdoll emailed me claiming “the item would not have been sent in this condition” and implied that I caused the damage.

* Despite multiple attempts to defend myself (even through my payment provider) Wanderdoll have refused to issue a refund. They have still not provided any evidence to support their accusations, leaving me feeling completely dismissed and unfairly blamed.

How a brand can accuse customers of damage and simultaneously claim to have a 100% quality control success rate is beyond me. The many similar reviews here and on Trustpilot suggest this is an ongoing pattern used to avoid issuing refunds. It’s incredibly disappointing, especially as I’m someone who loves supporting women-owned UK brands.

I will continue to dispute this case, but in the meantime buyers beware!

I absolutely love the Wander Doll brand which I buy for my daughter, Their clothing is consistently high quality, and every piece feels thoughtfully made. The customer service is excellent—they’re quick to respond and genuinely helpful. One of the things I appreciate most is their seamless returns process, which makes shopping with them completely stress-free. Overall, Wander Doll has become one of my favourite brands, and I highly recommend them!

Ordered for the first time from here - as with the smallish boutique style stores, I expected very little when it came to customer service.

Anyway, I accidentally left my full address off the order!! Silly me, but the team were so helpful and even let me know when it had been returned to them. I did also order the parcel again and was very impressed and happy with the quality and speed of delivery

5 * will defo order from here again

4th UPDATE: girls don’t waste your time with these scammers they use the blame game. Trust the reviews and always check on TikTok. Mine will be dropped onto this platform when I get back to the UK

3rd UPDATE: Regarding the returns portal, my intention when requesting the exchange was to resolve the sizing issue promptly. I did not notice the stain until inspecting the item more closely afterwards, which is why it was not mentioned in the comment box at the time. That does not change the fact that the item was delivered with a stain in the hygiene area, which is clearly unacceptable for a “new” garment.

I also want to highlight my legal position. Under the Consumer Rights Act 2015, items must be of satisfactory quality, fit for purpose, and as described. A stained garment does not meet these requirements, and customers are entitled to a refund or replacement when goods arrive faulty. Retailer hygiene policies do not override statutory consumer rights, and reporting a fault in a returns portal comment box is not a legal requirement

2nd UPDATE:

I am still being blamed for this and I will not give up for the treatment that I have received.

However, I need to make it absolutely clear that the stain was present before the item was returned, and your assumption that it must have been caused by me is both incorrect and extremely upsetting.

When I received the bodysuit, I took it out of the bag and placed it over my leggings, in full view of the dispatch team where I work. We all agreed I should return it for a medium because the arms were too short. While one of my colleagues was folding it back up, she noticed the stain, and we were all completely shocked.

The suggestion that this mark “would not be possible” or that it must have been caused by me is, in fact, mortifying.

I fully understand that the item was new I ordered it immediately upon release but that does not mean issues cannot occur during manufacturing or packaging. Dismissing my experience outright without investigating further is extremely disappointing and frankly unfair.

At this point, I would appreciate:

An acknowledgment that the possibility of a pre-existing mark should not have been ruled out so quickly.
A review of how this situation has been handled, given how distressing and accusatory the communication has felt.

I am simply asking to be treated with respect and for my account of the situation to be taken seriously.

UPDATE: Thank you for responding, although I’m disappointed that your reply simply repeated my review rather than addressing any of the concerns I raised.

To clarify again: the bodysuit arrived already marked, which I pointed out immediately to colleagues because I knew it was not caused by me. I tried to resolve this privately via email before leaving a review, but I received no proper acknowledgment of my concerns, no explanation for why the item wasn’t checked before dispatch, and no willingness to investigate the issue fairly.

Instead, I was made to feel blamed for something I did not do, and that is the core of the problem.

I am still requesting:
1. A clear explanation of why the item was sent out without being quality-checked.
2. A review of how my return was handled, including why my concerns were dismissed.

I want a fair and respectful resolution, nothing more. I hope you will take this seriously and address the issue directly rather than repeating my words back to me.

I’m genuinely shocked and upset by my recent experience with this company. I returned a bodysuit exactly as I received it and was told today it had a “stain” and was therefore not eligible for a return. This immediately made me feel accused, embarrassed, and frankly, dirty even though I know with absolute certainty that I did nothing wrong.
When I tried the item on, I did so fully clothed and even pointed out the mark to colleagues at the time, because it was already there when the parcel arrived. The email I received felt dismissive and implied that I had returned something in an unhygienic condition. It was humiliating and completely out of line with the professionalism I expected.
I have always purchased this brand through ASOS with no issues, which is why I trusted buying directly for an important event. Unfortunately, this experience has left me feeling deeply uncomfortable. Instead of being treated fairly as a loyal customer, I was made to feel as though I had done something unclean or improper, when I simply hadn’t.
I hope the company reflects on how they handle situations like this, because customers deserve to be listened to, respected, and treated with dignity. As per my per my email I would like someone to call me and I would like to ask why your staff did not check the item before it was sent out! Now you have upset me and received a 1 star for your staff members' incompetence.

Great customer service! There was a fault with one of the items in my order, I reached out to customer service to enquire about an exchange. Olivia responded quickly and helped me to complete the returns process with a free label for faulty goods. The return was easy and Olivia kept me updated with prompt communication. Delivery is also super fast too

So very disappointed with this brand ordered a dress , only worn it once and a hole has appeared clearly due to manufacturing due to the where the hole appeared where the heavy material hanging of the dress is and customer service was useless! Stating to me that it was due to wear and tear but I’ve never had any other problems with brands that deal with situations like wanderdoll does. Definitely will not be purchasing again and will be sharing my story of this.

brilliant customer service i received my item with a hole in so i emailed the customer service team and olivia kindly helped me they done me an exchange which a lot of company's don't do and it's a nightmare waiting for your refund to then order another one so easy and helpful olivia was lovely

Customers service is exceptional at Wander Doll. I purchased a dress which required a repair to be made. Olivia at Wander Doll was amazing with helping me get my repair sorted and provided fast and timely updates regarding the repair process. This is the first brand I’ve come across which provides this kind of service, both repair wise and the exceptional customer service provided by Olivia. Thank you!

I was having some trouble locating my order as there seemed to be no delivery update from Royal Mail. I got in touch with customer services and Olivia was so helpful and managed to locate the issue with Royal Mail quickly and efficiently. Usually it is a real struggle to deal with clothing brands however this was so easy and painless. Thanks again Olivia x

I have bought from wander doll a few times and always loved their designs and the quality of their clothing is always beautiful. I had problems with delivery on my recent order and hadn’t received it. I emailed customer service who were really quick to reply. I spoke to Olivia from the team who quickly looked into the delivery for me and also sent me a replacement order with next day delivery. The service was super professional, friendly and really fast. Very happy and thank you Olivia for your help :). I was already a loyal customer because of the quality and designs and now knowing the customer service is so helpful and fast I will definitely be a returning customer :).

I accidentally ordered my Wanderdoll dress for collection - before realising the collection address was nowhere near me!
I emailed the customer service team and Olivia replied promptly and resolved my problem in her first response. She cancelled the order and the refund was back with me the next working day. This helped a lot because I needed to re-order the dress for next day delivery!
I am really impressed with how quickly and easily this was sorted! A massive thanks to Olivia for providing a friendly and easy customer service experience x

If I need an outfit I know is going to look good, I always come to wander doll!! So flattering, always great quality and reliable. Their customer service is also fantastic, particularly Olivia who helped me with a tricky return! Thank you x

A* customer service from Olivia. Thanks so much WD x

Olivia was absolutely wonderful and so kind to me when I had a difficult time and my voucher expired - she helped really quickly and reassured me - what a lovely customer service experience! Definitely will be returning for many future occasions & recommending to friends!

Olivia was super helpful when I had a query regarding my order for my partner. She always orders from here the quality and service you receive is always 10/10.

Olivia was amazing great customer service x

I ordered two dresses at £90 each.
I collected them from my post office and opened the package to see one was pulled on the front. I kept the other size as I loved the dress, I returned the faulty dress a couple of days later informing on the returns form that it arrived damaged.
I then received an email that they had received my return but as it was not in a saleable condition they weren’t accepting it and proceeded to send it back to me before I could respond.
I had taken a picture of the damage as soon as i opened the item & I could provide proof that I had collected the item, driven home and opened it and taken this photo within 9 minutes… not even having time to try on the dress and damage it.
Its most likely the dress has plucked on its own label as they use thick labels with sharp edges.
They have stated that they quality checked the garment twice but have not provided any proof of this.
Basically this company can send you damage items and refuse to give you a refund and there is very little you can do.
Extremely disappointed as I would have otherwise been a repeat customer.

My refund had not been processed so I was chasing it, I had the help from Olivia who kindly chased her manager to process the refund. This was hassle free and dealt with so well! Thank you again Olivia 🤍

Had an issue regarding a delivery, and had a really helpful customer service agent called Gary help.

He had fixed the issue very quickly and I’m more then happy with the result !