Original Penguin Reviews

Poor customer service, no answer to customer question, charge postage although there is no claim

I just bought some underwear, size M which is supposed to be a size 10 UK according to their label. I can't pass them up my thigh, I would say they are a size 6 UK

Customer service is appalling!! I ordered an item and had to send it back. It is now 6 weeks later and i am still waiting for a refund, their customer service line seems out of order and my emails get no response - complete and utter sham!! Low quality clothing - DO NOT waste your money!!

Never ever buy from this company
Never got the expensive shirt I order
I have sent several emails and had telephone conversations but it’s now over three weeks and I am still be fobbed off
WILL NEVER BUY FROM THIS COMPANY AGAIN
Appalling customer service
I no wish I had read the reviews before I had order

Never buy from this company - have never received my goods, money is already taken from my card - no help from customer service - have to get my bank to cancel the transaction and refund me. It is 1 month now with no help from the company.

So…I order a product, they send the incorrect product (totally different to the photo).

I contact customer services and prove its their mistake providing photos, and apparently policy is that I have to return their mistake, wait for refund and I can then try again and make a new order. How is this in any way customer centric?

Surely if they have failed to execute my order then onus on them is to correct and when I have what I paid for, I return the wrong item.

Right now, as nice as they are, we keep going round in circles quoting policy, policy, policy.

Can't give more than 1 star as items never arrived. Despite advising they would be delivered in 2-3 working days they kept fobbing me off and ive been waiting for 2 weeks now. I've asked for a refund now but had no reply.

If you want penguin stuff, I'd recommend not getting them direct and using a reputable company

Avoid this company at all costs, if anything goes wrong with your delivery they are extremely unhelpful and they will not refund you. Their customer service team emailed me to say the courier had delivered my parcel to someone else and suggested I go knocking on doors in the neighbourhood to perhaps locate it. When I requested a refund they repeatedly state that my case has been referred to the head office to investigate with the courier. Pointing out that my contract is with them and not the courier has no effect, my impression is that after multiple emails stating the same 'Head office is investigating with the courier' over weeks they are just waiting for me to stop complaining. I want my refund for goods that they have confirmed that I have paid for and not received, but so far this is not forthcoming.

Visited the original penguin outlet shop in Clarks village, froze today, fantastic customer service very helpful, polite staff member. Highly recommended.

Ordered a blue sweatshirt for my husband. It was a Xmas present so not worn immediately. After 1 wash the outer stitching on 1 side starting coming undone and fraying. I wrote to them and nothing. I rang them and they said it was over 6 months so they couldn't do anything. It was just under 6 months and they have no idea what customer service is all about so I do not recommend them at all. Nice sweatshirt but poor outer stitching.

I ordered a hoodie and was sent a blue striped shirt. Hassle to return, no apology, no returned call, no more business from me. Avoid.

I received a pair of underpants as a present which when opened had large holes in the fabric. Clearly a manufacturing flaw. I returned them with an explanatory note and Penguin sent them straight back to me. I called and it was referred to customer care who emailed me to say they could not replace them without a customer order number.

Low quality. Ordered boots, after one month of wearing them, they broke. I mean they were not too expensive, but I'd expect them to last at least a season.

On the plus side they delivered my order quickly, but the after sales service was appalling. I'm still awaiting a refund from an item I returned weeks ago. Very poor would not use again.

Hi I just bought item in original penguin and bought 3 item I paid 3 item but they send me 2 item I called the costumer service and tell about my problem why I got 2 items and she respond me that they cannot return my money bcoz I used PayPal.. What the hek bad costumer service and bad website I never buy anymore on this site coz they just only took your money.. Not happy