Fat Face

I made a purchase for £90.20 in the Cardiff Fatface store this morning and they said that they would email me my receipt. This receipt has never arrived in my inbox (or junk folder), so I have no proof for purchase for the items. I emailed customer services this afternoon to ask how long it would take for the emailed receipt to arrive to be told that they only provide customer service for online orders only. It was suggested that I go back to the store and raise the issue with them. I asked customer services if they could phone the store and ask them to resend my receipt. Apparently they can't resend copies of receipts, so I still have no receipt and my details have been sent to someone else - a GDPR issue now. I asked if the customer services team would pay for my travel and parking back into Cardiff but they said no! I asked for a head office contact to take this complaint further but the lady on the phone wouldn't give me any details and just said that customer services was for online orders only - look out any instore customers with issues!

I've been buying from fatface for a few years but I think they now trade on their previous good reputation. They've gone in earnest on the 'green' label but the material (Lenzing ecovero) they now use shrinks several inches on first wash, or simply doesn't last anymore. I've dresses from FF from 4 years ago that have lasted longer than ones bought this year. The material, if doesn't shrink, disintegrates after a few months of light use on a lot of their pretty tops. I also have knitwear that has unravelled by the pockets and a coat that tore by the poppers after a couple months of wearing it an hour every night. The prices have jumped sky high too despite the quality getting worse.

Also, I think they may have changed manufacturers of their clothing - sizes were normally generous but the same. Now they've gone down the annoying route of being able to buy 3 of the same item, same size but what arrives is vastly different so their sizing is no longer reliable. I never buy jewellry from there at all, as the one and only item went rusty fast - all their jewellry has a caveat of 'keep away from water' which if you think about it, is impossible. We wash our hands, we sweat. Water is us!

Bit of a ramble, but I hope someone from FF reads this. If they keep getting worse, people will walk. They should sell fewer items that are quality, rather than the fast fashion they now chuck out.

I've bought several things and looking back its only my Lewes dungarees that I really like. Quality and fit really inconsistent. I bought two other lewes dungarees, but on one the fit was completely different and on the other the material was thinner and poor quality.

Now I've wasted 26eu on tapered jeans. I am a slim size 10 and I can honestly say they are the worst jeans ever - as if they were designed to be as unflattering as possible, baggy, badly cut, cheap denim that pulls and stretches in all the wrong places. And the patterns and colours of tops and dresses - I'm realizing that we're supposed to think its good because its called Fatface, but its so dull and boring - real old auntie clothing.

Email states 15% off order, only 3% given and told can't cancel order placed minutes only before. Told it's "clearly" in their terms and conditions. This is deceptive marketing and I feel deceived by Fatface - you've lost a long term customer.

I really wanted to like this store, but their US/UK customer service made it impossible. I bought a couple dresses from the company at a store in the US, and ordered a sweatshirt online, but then realized that neither of these items really fit very well. I called the company, who sent me a return receipt, and instructed me to mail all the items in. A month later, when I still hadn't received a refund, I began calling and emailing the store - every time, not getting a straight answer, and getting passed off to someone else in both the US and UK offices. Finally, after at least ten emails and at least ten phone calls, and three broken promises throughout that I would be receiving all the money within 48 hours, I found someone who said they were able to refund the money (but not with the sales tax). I still haven't received the money, and after reading other reviews from several customers who encountered the same problem, I begin to worry I never may see this money again.

I really wanted to like this company, but after this innumerable process of having to schedule a recurring time every week in my calendar to call the company and get a refund, I cannot bring myself to order from this company again.

My daughter received item from fat face for her birthday which she didn't really like and rather than cause embarrassment I asked if I would be able to exchange or have credit voucher. Fat face policy is only will exchange with receipt whatever the circumstances.

I understand this is their right, but most stores would offer to credit or exchange.

Very disappointing

I have bought a number of Fat Face T Shires recently - I do like the style but the quality is dire. After only a couple of washes they all develop small holes. I shan't be buying any more.

The holes in cotton clothing happens world wide with Chinese made cotton. It is cheaply made (Walmart, JC Penney in the USA are famous for their Chinese cotton clothes with the same issues), and when the needle that weave the cotton get blunt they get hot (they should be changed, but this costs money) they burn the cotton. This doesn't show up until the clothes are washed. Then tiny pin holes show up. People suspect the washing machines, rubbing against steering wheels etc. but it is just down to cheaply made cotton and the fact that retailers buy on cost and sell for the maximum possible. If you cant afford to buy the same thing twice, don't buy Chinese made products.

Shopping in Fat Face is a fantastic experience! The diversity of styles in both the 'ladies and gent's department' appeal to a wide age range and interesting and attractive fabrics further enhance these designs. It is also an added advantage to be able to easily co-ordinate separates, accessories and footwear. The quality of knitwear products is worthy of special mention and both casual and fine crochet items retain their shape and appearance following regular washes. The price range is in keeping with items of similar quality and design found in superior high street stores.

Just wanted to put in a good word about the manager of the Norwich Fat Face. Recently, I went in to the store because my gift card had expired before I had had a chance to use it and every time that I tried to use it, I couldn't find an item that I liked and when I tried to buy something of the website, it said that I could not buy using a gift card. Also, during 2014 I had been ill so was unable to have a look around the store as much as I would have liked. However, when I went in recently, the manager was extremely helpful. He got all of my details and arranged for a new gift card to be sent to my home address with the same amount of money on as my gift card that had run out. This was extremely helpful, as now I have much more time to choose an item to buy and love. Very good service! Thank you