NEW LOOK Reviews

Only purchase items that can be returned in store or prepare to wait for your refund. I ordered clothing in store for delivery to the store. After trying them on in store I needed to make a return but I was told I could only return the items via the post as they are 'concession' items (no-one told me that at the time of purchase). Since then, the help chat function does not work, the Messenger Chat just results in automated self serve messages and the email address simple advises they are busy and there will be a delay in responding. I cannot talk to anyone, meanwhile they still have £143 of my money and there is no sign of a refund. I am beyond frustrated.

Brilliant customer service from alexe today, had a mix up with my email so couldn’t find my order number. All that was corrected easily today, very happy customer

THIS IS THE ORDER I PLACED ONE GREY ONE WHITE RIB V NECK VEST 2 FOR £12 . THE LILAC ONE IN MY ORDER WAS SHOWN ON LINE AS £7.99 AND NOW TODAY I RECEIVE MY ORDER AND ON THE PRICE TAGS GREY AND WHITE 2 FOR £12.00 AND SURPRISE ON THE LILAC PRICE TAG THE SAME 2 FOR £12.00.
SO WHY DID I PAY £7.99 WHEN I COULD HAVE HAD TWO FOR £12.00 I FEEL VERY ANNOYED AS THERE WAS ANOTHER COLOUR I WANTED.
I WOULD VERY MUCH LIKE TO KNOW YOUR COMMENTS ON THIS?

Chat agent (Vonnie? Yvonne) provided extremely satisfying customer service. Problem was solved within perhaps 4 minutes whole I has been truing for weeks via email with ZERO response/feedback/help.

I ordered maternity tops, which come in packs of two. Two of the top packs arrived with only one top in. My order is therefore incomplete. Having tried to contact via email and the other platforms provided by New Look, including Whatsapp, I still haven't heard back. I was asked to write a review by New Look, which reflects this post and they deleted it.

Excellent prompt response & refund when there was a problem- contacted via WhatsApp

Very effective customer service by New Look, swift response and action taken by Kat to resolve my issue. Thank you!

I used the what’s app messenger service and spoke to a lady called Kat. She was extremely helpful and efficient. My query was solved without hesitation. Thank you

Excellent service from Kat, helpful and prompt response to my messages, service and kindness in her replies makes for good customer care, very pleased at outcome.

I love New Look! The customer service is second to none, online and in store! Most recently online from Anya, who helped me in chat to find the perfect heels to match an outfit! As a crossdresser it can sometimes be quite nerve racking online and in store when shopping but every New Look member of staff I have met have been wonderful! They make me feel so relaxed and are soooo helpful and understanding! A huge mention to the staff at the London Colney store where I have been shopping for years! They go out if there way to help and make me feel so welcome in store, which is really nice as a guy going in to a womenswear store! Thank you again Nee Look

I had ordered stuff but I put my wrong email address so couldn't pick up my order I whats app and cassie was so helpful

Thank you so much for your help today.

After falling quite unwell, my sister tried to return an online order to my local store. With not much success.
Got in touch with customer service and a very nice lady Emilia helped me and took all the stress away as I was worried about it exceeding the 28 days.
I can't thank her enough for her kindness and helping me with my dilemma.

Bought my daughter a pair of boots and tried to return them when the boot material started splitting away from the sole of the shoe after just 3 months.
I was told (in a very abrupt manner) that they would not refund/replace and that 'we are a fashion shop, they are not for wearing every day'.
While I don't expect miracles I think 3 months is pretty poor quality.
Have email customer service and received 2 auto replies and a message saying they've not heard from me (?) so are closing the issue - no resolution at all.

I was worried my returns hadn't gone through properly, but Oliver was super helpful and reassured me everything was okay!