Aspinal of London www.aspinaloflondon.com

Appalling customer service, returned a bag that i had less than a week which was faulty, bag was well packed when returned. After getting the run around from their customer services department was eventually told no refund would be issued as the bag was not returned in their box, and they also claimed the bag was crushed, which I find hard to believe as it was well wrapped. They will not refund me at all and they are not interested in providing customer service. Don't waste your money on buying from them. Avoid at all costs.

Very awful customer service no response she hung up my phone ..no one responds ..my order was back ordered no response on ghe status

I went to the Regent Street store and the attitude all the sellers gave me was disgusting. Their customer service was awful and they are not kind at all. They also look at you with so much disrespect that I can’t believe that they are allowed by the company to have this behaviour. I bought a gift for my partner but NEVER AGAIN.

I wish there was an option to give 0 stars as that's what this brand deserves with their service and after sales which is beyond pathetic and appalling!! I have been purchasing their products since 2013 ("loyal customer" as they like to call) and it is unbelievable how bad they have become now. Will NEVER EVER be purchasing their products anymore.......

I placed an order last month for Christmas gifts purpose and paid extra for gift wrapping each gift, however the order arrived with no gift wrapping! Also one of the items that we bought looks radically different to how they portray it on their website!! It looked like a decent size carry case for makeup, but in fact it is so small, it is ridiculous to be given as a gift. You can barely put a lip balm or lipstick in it. This is so misleading, i have no words for it and feels totally cheated as a customer!!! This is not the kind of service one expects from an expensive brand like Aspinal!

Called the customer service team the same day i received everything and explained everything to a lady. I was assured my compliant would be escalated to her manager and they will get back to me immediately. Never heard back from them, so I sent a strongly worded email 4 days after my original call. In that email i had clearly said if I didn't get a response to my email within 24 hours I will start putting reviews about them everywhere I could. Actually now it's been 48 hours since I sent that email and still no response at all from them which clearly indicates what they actually think of their customers. They have absolutely zero respect for their customers or their feelings or any interest in resolving anything. I feel you can get better service at Tesco, Argos etc. Stay away from this brand everyone. This is from a customer who has bought several of their products over the years.........

I have enjoyed buying a home phone case from Selfridges site, however the way the assistant manager was acting to his sales associate because she serving me was my professional at all, I really felt like I am suspicious in the are, also when I paid he took the recipe to check it in bad manor.

I just could say good luck to the sales associate to deal with kind of management behaviour.

Excellent help from a man at Regent Street store. I have purchased this item before and I am delighted to say it was delivered just two days later, beautifully wrapped. As I am at present at my house in remote Argyll I was impressed with prompt delivery. Thank you.. I know my grandaughter will be thrilled with this gift.

I must point out this was just before the second London lockdown. The one shop assistant was very helpful as we were trying to buy something for our granddaughter's birthday. I was even more surprised when going to pay receiving a £160 discount on a £500 bag if I signed up my details for future contact. It did perhaps indicate this bag was a slow moving item or no longer fashionable!

I’ve got their bag costing £500+ which natural leather started to peel off after few months of wear (not daily wear!!) and their year guarantee does not cover it. Apparently their great quality ends within couple months and it becomes natural wear and tear. Absolutely disgusted by their response and lack of responsibility. Quality is not worth the high price. A lot cheaper bags I have lasts way longer being worn on daily basis... disgusted by Aspinal and I shall never buy from them again.

I’m still in shock at how terrible the customer service has been from Aspinal of London. I placed an order and spent £120 on a personalised cosmetic bag for my best friend’s 30th birthday as she loves the Aspinal products. I placed the order at 7pm on Sunday evening and when I got the confirmation email straight after, it said the initials to be personalised would be ‘FE’ when I’d typed ‘FH’ which are the correct initials. I couldn’t contact them at 7pm on Sunday when I saw their error as they were closed and so I contacted them at 9am on Monday morning as soon as they reopened and they informed me they’d look into it and get back to confirm if it could be amended or cancelled and I was then advised at 11am on Monday that it was already processed and they couldn’t change it. I refuse to believe they’d already processed and personalised the cosmetic case in that timeframe as it says on their website “ Personalised orders can take an additional 3-5 working days to process prior to despatch”, it hadn’t even been 14 hours when I notified them of the error and they said it was unfortunate for me and said I’d made a typo by providing me with some sort of text script which meant nothing and advised I’d receive my incorrect order and that they’d no longer respond to me after they responded with that one email. This is the first complaint or bad review I’ve ever left but I’m just absolutely appalled at their refusal to work to resolve this.

It’s a shame that a company as big as this treat their customers so poorly and I’ll never order anything again and neither will the number of people I’ve now told about this awful experience.

I need to share my experience to warn others that it isn’t always a pleasure to deal with Aspinal. I bought a Mount Street small blue briefcase in December 2017 as a gift to myself and I started using it in January 2018. I was so pleased with my elegant and smart case that cost around £600. I’ve been buying handbags from Aspinal for many years and I trusted that the quality and the style made it worth the relatively high price. A few weeks ago, in June 2019, I noticed that three of the four corner seams were broken, completely torn so that items fell out. This case has held my laptop, a note book and at most a couple of thin plastic sleeves with a couple of sheets of paper. I carry it to and from my car and office, so no rough commute. It really should not have broken after 15 months of light usage. Aspinal have advised that there was a one year warranty that has expired and that I can get it repaired for £100. So now, my one and a half year old broken briefcase will have cost me £700... I appealed to them to honour an extended warranty and repair it for free, because their luxury product shouldn’t fall apart like this, but they’re not interested. I’m considering telling them to throw it away, as I have no faith that their repair will hold. I don’t think this product was worth what I paid and i’m disappointed in the refusal of the customer services team to treat me fairly.