Agent Provocateur Recenzje 

It is impossible to return anything to this company. I sent back a swimsuit on 21 July because it was too big, and now, almost one month later, the package is still stuck in customs clearance. I have no idea why, and Agent Provocateur has been completely unwilling to help me resolve the issue.

I don’t even know which courier company is handling my package in the Netherlands. At this point, I have neither the swimsuit nor my money.

This is the first time I have experienced an expensive online shop that makes the return process so difficult and does not provide a proper return service. I checked Trustpilot today and was extremely disappointed to see so many similar experiences. I wish I had read the reviews before ordering.

Never again. I will not buy anything else from this company.

Ich habe das erste und letzte Mal bei Agent Provocateur bestellt. Schade, denn die Marke / Produkte sind eigentlich toll & besonders. Leider habe ich vor meiner Bestellung die Bewertungen hier nicht gelesen. Nun mache ich die gleiche Erfahrung wie einige vor mir: 2 von 4 retournierten Artikeln werden nicht unerkannt. Strümpfe sind generell von der Retoure ausgeschlossen (das steht tatsächlich in den AGBs, habe ich leider nicht gelesen) und mein Strumpfhalter soll Fehler haben, dabei habe ich ihn nicht mal probiert, daher kann das nicht sein. Auch auf den Fotos ist nichts zu erkennen. Nun kommen die folgenden Kosten:
15 € Versandkosten
12 € Rücksendekosten
15 € erneute Versandkosten
Aber bei fast 100€ Warenwert ist keine erneute Retoure auch keine Option. Davon abgesehen, dass ich die Fehler gerne sehen möchte. Ich habe die Artikel erhalten und gleich 30 Min später wieder zur Post gebracht. Sie waren logischerweise nicht getragen und ein Teil nicht mal probiert. Ich kann - auch auf Basis der anderen Bewertungen - erkennen, dass es sich scheinbar um ein Geschäftsmodell handelt. Daher die klare Empfehlung: keine Bestellung tätigen!

Dear Agents in the Soho Store, 6 Broadwick St, London !!

It’s about time i FINALLY make that review.
I am in the store every 3-4 months. I think you have had a fitting service with me, all of you.
Normally I try out all the NEWS.

I get the BEST service and you are the sweetest and most professional girls. I know that it not always shows on your boutique sales, because I have to save up for all of them, but you are a HUGE asset to the online store, due to your efforts.

Would love to say, thank you 🙏 and I’ll send you pictures on the shop What’s app with my lingerie closet and room.

I’m having another AP delivery tomorrow, and I can’t wait to open the box and hear the silk paper crisp and try the beautiful set, on, in number 2 colour, that YOU have helped me choose,
See you again for next collection
X Tine, Denmark

I have always shopped at AP’s physical stores so didn't realise that they had gone bankrupt a few years ago and were bought by Mike Ashley. Unfortunately I only discovered this after I’d placed an order online and had a bad feeling about the purchase experience. I then came to trustpilot and saw all the reviews from people who’ve had refunds fraudulently withheld.

Sure enough, a corset top turned up with a hole in it. I didn’t try it on and sent it back as damaged. Now AP have claimed that I damaged it and refused to refund me. They also tried to rush me into paying a fee to be redelivered to my home, threatening to destroy it if I didn’t do so.

As a precaution I had taken photos and videos of the damage - and showing the item hadn’t even been unlaced when I sent it back. (Though legally the onus is on the retailer to prove it was the consumer that damaged it, not on the consumer to prove their innocence).

This is a valuable lesson that even established and trusted brands can go to the dark side and even if you think you know them - always check trustpilot! I wish I had.

(Update: after I began the chargeback Agent Provocateur decided I was entitled to a refund after all - and were VERY ungracious about it)

I am extremely disappointed with my experience ordering from Agent Provocateur. I purchased lingerie online, but my package was delivered to the wrong address due to an error on their side. Despite contacting customer service immediately, it took far too long to receive a response, and there was little sense of urgency in resolving the issue.

For a luxury brand with premium prices, I expected exceptional customer service and a smooth shopping experience. Instead, I was left chasing updates and dealing with the stress of a missing order. The lack of communication and slow response times were unacceptable.

When customers pay luxury prices, they should receive luxury service. Unfortunately, Agent Provocateur failed to meet even basic customer service expectations. Based on this experience, I cannot recommend ordering from their online store.

Never ever buy anything online! Lingerie sizing is completely misleading and no exchange.

My boyfriend bought me a set for my birthday. We needed to exchange the size which cost £5 return, then they have accused me of wearing the bottoms despite there being plastic covering and all labels in tact. I also DID NOT try this on as I knew the size was too small instantly. They have said we can exchange the bra, but it costs £7 to deliver it back to us despite paying £100+ for the items. The process took 14 working days, just to exchange items. The customer service was rude and dismissive, will not be shopping here again & I advise you go elsewhere for higher quality underwear.

I bought several items in the sale and returned some - original box and packaging. I've been refused a refund for one of the items (knickers), as they are marked. I didn't even try them on, as the matching bra didn't fit me. I was told I should have returned them as faulty, but I hadn't looked at/inspected them, as it didn't occur to me that there would be any issues given I hadn't even tried them on. I have now had to pay £7 to return them to me, so I will soon receive back a pair of £65 knickers, with unknown DNA on them and no bra to match. I wouldn't order from AP again, but would recommend other take unboxing videos/photos as it seems this happens to a lot of people.

It was my first order with AP and I’ve been wanting to try forever unfortunately my usual sizing was off so I need to come in to a store for the best experience but Sarah the Senior Client Experience Agent was so so helpful and responsive when one of the bras was marked non returnable at first in error, correcting it immediately allowing me to make the full return. Thank you for being so kind and patient with me Sarah - amazing customer service.

very fast and lovely customer service! Props goes to Sarah from the customer services!

Sarah has been extremely helpful and very quick with her reply to me regarding my query.

Thank you very much for assisting me with my issue.

Goods not returnable. Similar issue to another review writer. Ordered the wrong size and asked for a simple exchange, not a refund. Customer service completely inflexible. Further, details about this lack of returnability was hidden (had to click into Delivery and Returns section) and not obvious. Usually retailers make this crystal clear when adding goods to the shopping cart. I believe this is misleading under California law. Had the same issue at another brand, ordered wrong size and the process to exchange was effortless. They'll be getting our business in the future, not Agent Provocateur.

I am appalled by the lack of accountability at Agent Provocateur. I purchased three bras (Order #7000229783) and returned all three in a single package for a size exchange. I personally packed the box myself.

After weeks of silence, I was told by "Senior" customer service that only two items were in the box. Despite my clear explanation that three were sent, they refused to investigate potential mail tampering or warehouse errors, simply stating they "cannot process items not physically received."

It is incredibly easy for a luxury brand to blame the customer for a missing item during their own intake process. I have now lost the money and the product, and the brand has shown zero interest in a fair resolution. If you must return anything to this company, I strongly suggest filming yourself packing the box and getting a certified weight receipt, as their warehouse and support team will not take your word for it. Unacceptable service for the price point.

I was very unhappy with their response. I had received a bra and just looking at it it looked all wrong and made if nasty cheap nylon. I returned it and they were adamant that I had left skin marks all over it. The supporting photos were unclear. So I ended up dropping it and not paying the £7 postage to return a bra that was hideous and cheap looking. By the prices I was expecting quality of le Perla but really not sure where they are coming from.

I contacted Agent Provocateur about a bra purchased as a gift that did not fit the recipient. I was not asking for a refund. I asked for a simple size exchange for the same item.

Instead of addressing the actual request, customer service kept repeating their sale policy and refused any refund, exchange, or credit. They also stated that escalation would not change the outcome.

So to be clear: this was not a fraud issue, not a delivery issue, and not a demand for money back. It was a reasonable request for a size exchange on the same product. The company chose policy rigidity over basic customer care.

Luxury pricing should come with luxury service. In this case, it did not.

Very disappointing experience, and not the way to build long-term customer loyalty.

Fast service response and, better, quick resolution of issue. Very pleased.

Horrible customer service.
I order there since many years and this time I did send a item back and somehow a part of it did get lost ( the bracelets of the gloves).
Now they want me to take the gloves for 450 Euro back without the bracelets !
It is so unfair, what happening.
No reaction in my emails .
No help , no answers!
They lost me forever and I will never order anything there !
Do not order any valuable item there. They send it to you in a very poor packing snd if you send it back - even better packed, it „gets lost“ somehow and you pay the bill!
Attention !
The customer service is a horror and I fell really cheated and fight for my money now!

Sarah has gone absolutely above and beyond to support and resolve me request. This is my first time shopping with Agent Provocateur and I've been blown away by the level of customer service.

Sarah (Senior Client Experience Agent) helped me very quickly and professionally. Thanks to her support, my previously disappointing shopping experience was restored to the high standard for which this wonderful brand is so well known. I would like to express my sincere thanks to her.