Yours Clothing - www.yoursclothing.co.uk

Went to the Metrocentre Gateshead branch today and couldn’t believe how bad the service was. I passed 3 staff members as I walked through the shop and not 1 of them acknowledged me. I chose 4 pairs of jeans to try and when I came out the changing room the 3 staff were chatting at the till. I needed to select different sizes and length and was having to look through the piles of folded as well as hanging and not once did anyone ask if I was ok or offered to find the sizes I needed. The jeans section is right next to the till so it’s not as if they didn’t know I was there. I could have asked for help but a sales assistants job is to assist and sell, not stand and gossip. I’m a sales assistant myself and know how important it is to provide a good service. It’s not as if they were talking about work, they were talking about food! After 20 minutes in the shop I left empty handed and won’t be going back. Shame, it used to have great attentive staff but certainly not today.

I purchased 2 orders from Yours Clothing around April 2023 time with items for a holiday in May. While on holiday the strap off the swimming costume snapped at the seam with 1 wear. And a rip appeared on the seam of the shirt. I contacted Yours to ask how to get a refund and was made to post the items back. On receipt they sent an email advising a refund would be issued. It never came. So I chased it and it was sent. Then a strap snapped on the sandals I had worn about 4 times. They agreed after discussion where i was unhappy to pay for a return, to provide a courier to return. They then refunded me £1.99 short of what I paid for them.... cue me chasing them AGAIN. They said it was a "restocking fee" for me returning the item.... I asked for this to be refunded given it was not my fault their quality was so poor (In the meantime another shirt from the order ripped on the seam but I couldnt face the effort of packaging, traipsing to the post office etc so i just binned it). Following this an email I sent to the CEO office on 30th June 2023 recieved no reply. I sent a further email and what followed was a string of emails with someone from the CEO office where I have requested for at least my delivery fees to be refunded given the extremely poor quality items that they are sending out, along with the ordeal of constantly having to chase returns and refunds. I was told (very rudely) that they dealt with my complaint by way of refunding me my own money for items that were faulty. They will not be considering any other parts of my complaint. They lied about replying to an email that I evidenced was ignored! Told me they don't "throw refunds or vouchers at customers just to fob them off like Boohoo" and would only give a gesture of good will to a customer they deem to have had a poor customer experience. Which they have decided I didn't. I asked at this point out of frustration with the lack of customer care, for my account to be deleted and advised they had lost a customer. This was in July 2023. In September 2023 I reluctantly re-ordered the sandals I had returned because they were really comfy and I couldn't find similar elsewhere (this is despite being told they had been pulled from sale while they investigated why mine had snapped). They arrived covered in strings of glue with several beads all missing. I wrote back to the lady I'd been dealing with from the CEOs office and she offered for me to return them, I refused because I had then paid out at least 3 lots of (quite pricey) delivery fees, received 5 faulty items and had no compensation or gesture of good will offered. Come to October 2023 and I realise I can no longer order from Yours or Evans ... on googling I realise they are linked brands and I realise I must have been barred from ordering from both! I wrote to the lady I'd been dealing with on 12th October 2023 to ask if this was the case. No reply. Sent another email to the CEO asking for this to be looked into. Received some passive aggressive letters and emails from Company Secretary, who says they have deactivated my account from all of their associated brands because I asked for them to in July ???? (but i ordered from them in september), I pointed out I have had no issues with Evans and did not ask to be barred from there... he replied that they have a right to refuse to sell to any customer without giving a reason. I asked if this means they do not think my complaints were genuine and he said that is not the case. So I have been banned from all of their associated brands and their website because of complaints I made that were upheld? He even said in the letter he was staggered I had received that many poor quality items in a short space of time! Very strange customer service. All they had to do was refund me £3.99 for my adverse customer experience of receiving poor quality products and then making me chase returns and refunds! Instead they have removed me as a customer from Yours and all its associated brands!

This is a follow up to my previous review where I had not received the items due to the couriers failure to deliver.

I was asked to give Yours time to investigate where the items were, to then be told again that they had been delivered to my address. I called Yours and explained again that they had not. I was asked to sign a Denial of Receipt Form and that they would require 48hrs to investigate. After the time had elapsed I contacted Yours, by email, stating that if the items were not going to be delivered I would accept a full refund. All I received was another email asking for a further 48hrs to investigate. I then received another email the next day asking for another 72hrs to investigate! By this time I had had enough, this matter had taken up 9 days of my time and so sent Yours another email insisting on a full refund. I heard nothing. Luckily I paid using PayPal and got them involved and low and behold I received a refund within 2 days. I truly believe if PayPal had not stepped in I would have been forced to take Yours to court to get my money back. I will NEVER buy from Yours again or use a company that engages Hermes as their courier. Incompetent, ineffective and not fit for purpose!

So this is the end of the Yours saga.

23 October. Place order for clothes online. Receive dispatch notice.

27 October. Get told items NOT shipped. Company wants an extra $90.

27 Oct to 2 Nov. Discussion with company about postage costs.

3 November. Request details to pay extra for postage.

5 November. Have heard no response. Request details to pay extra for postage again.

6 November, 3am. Receive payment details.

7 November, 12pm. Make payment for shipping.

7 November, 11pm. Yours Clothing CANCELS my order.

8 Nov. Receive confirmation order shipped.

17 Nov. Recieve email saying all items out of stock. Contact yours requesting clarification.

18 Nov. More apologies. Item hasnt been shipped as informed. Item shipped yesterday.

20 Nov. Receive parcel. Open to check items all there. 3 items not shipped. Note inside informing a refund has been processed. No refund had been processed. Assume this was the order shipped 8 Nov. Choose to wait for parcel shipped 16 Nov to get all of my items, then initiate return of excess items.

5 Dec. Query where my shipment or refund went. Provide evidence supplied with shipment that it was short these items.

6 Dec. Missing items refunded. Up to 7 working days for refund to be received.

17 Dec. Query when refund was processed. Advised was not due for a refund as 'all items were shipped.'

18 Dec. Refund processed.

19 Dec. It's over. Refund received.

FIFTY SEVEN DAYS.

Here we go again. So much trouble and run around when I return an item to this company. Last time they said they didn't get it, wrote a review on here and they suddenly found it the next day.

I didn't use them for ages but my daughter saw a dress and shoes on here for her formal so I grudgingly agreed to try them again. However, it didn't fit right.

To avoid all the rubbish about returns I went through last time, I personally took the items to their Melbourne returns address in Keysborough ( address for Australian returns). I thought this time I won't get the run around about not receiving the item. What a shock, it was a pokey dirty little office in a factory industrial estate with a guy in it who uses the address o collect returns for his girlfriend who works at home. He takes them home other and she processes them. He took it and put it in his car which had other returns in it in yours clothing bags.

Well what do you know? They said they ever received it Lmao and they keep sending me prewritten messages asking for the tracks Ng number, knowing I didn't post it but hand delivered it. They also keep asking for item details. Not one actual personal email, just form letters.

So now after several emails, I'm coming back on here to see if I can get a real response and my money back.

That's it yours clothing. I don't care if you are the last clothing store in the world. I will NEVER EVER EVER use you again.

I returned a sweater and was refunded the cost of item only NOT THE P&P. I emailed and had live chat several times quoting DISTANCE SELLING REGULATIONS - CONSUMER RIGHTS DIRECTIVE JUNE 13 2014 - # 2011/83/EU which states that the seller must return any basic delivery charges made at time of purchase. Usually the client must pay return postage(which I did) but ONLY IF THIS IS STATED AT TIME OF PURCHASE.

It is against the law to break these regulations and can result in hefty fines - or worse. Yours Clothing told me on the phone that their policy is that they do not refund postage unless goods are faulty, THEY CANNOT DO THIS. These regulations apply because the client cannot physically see or try on these items before purchase. When I told the agent this she told me to go to one of their shops in future!! I do not go out but shop always on line without these problems! She agreed finally to the refund 'as a gesture of goodwill' = (I told her this was not the case but my consumer rights)) - and in future be aware that they do not refund postage.I told her they were breaking the law and to look up the DISTANCE SELLING REGULATIONS, but I got the impression she was completely ignoring me. I assured her there would not be a next time as I would never buy from Yours Clothing again!

Reading the offer of order over 50.00 for free home delivery, I added an extra item so came to over 52.00. Wouldn't accept offer code, so had it delivered to shop. Spoke online to customer services who said it was because 1 item was a sale item!. Still over 50.00. Most unhappy!

YOURS-CLOTHING-PE2 6YG-Peterborough-WARNING RUBBISH SERVICE & PRODUCTS COMPLAINT.{ONLY GIVING 1 STAR BECAUSE THERE IS NO OPTION TO LEAVE 0 STAR}

Avoid Rubbish customer service & Cheaply made products very cheap Quality. If you want to Tel: this company their phone number is 0844 number and you will be charged £1.20 a minute because they profit from your phone calls totally outrageous customer service Rude, argent, will take your monies sell you faulty good poor quality items which are damaged & not as described, then refuse any refund whatsoever unless you take them to court small claims track. Very despicable company will deliberately sell you faulty goods/items when you will have to fight for a refund & be left with the return postage charges and costs unfairly. If you don’t send item back tacker signed delivery they will always say item not received and hence missing because this company tries to deprive you. Also I feel this complain is misleading who always try to trick you. They never replay to your complaints via E-Mail & lack customer service skill. Overall avoid “YOURS-CLOTHING-PE2 6YG-Peterborough” & go elsewhere as you will be disappointed with customer and products received as they are cheap nasty along with their customer service very disappointed.

This is the second time I have ordered from Yours, the first time the jacket I purchased was made of a second rate material resembling felt, I didn't send it back as you have to pay for returns. Like a fool I put my faith in them again and ordered a swim dress and some jellies (sandals) the costume was ill fitting and the jellies were miles too narrow. Just had to send back at my expense £2.80 for the pleasure. Will not be shopping there again, two strikes and their OUT!

This is the second time I have ordered from Yours, the first time the jacket I purchased was made of a second rate material resembling felt, I didn't send it back as you have to pay for returns. Like a fool I put my faith in them again and ordered a swim dress and some jellies (sandals) the costume was ill fitting and the jellies were miles too narrow. Just had to send back at my expense £2.80 for the pleasure. Will not be shopping there again, two strikes and their OUT!