Awful company Still waiting for refund 5 weeks later. This is a common complaint when you read reviews. Dont bother there are plenty of other clothes providers that act properly. Absolutely diabo... Zobacz więcej
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
Ordered over £300 worth of clothing with a promised 1–10 business day dispatch. Now 15 business days later, the order hasn’t even been shipped. No clear delivery date, vague responses from customer se... Zobacz więcej
Exceptional customer service. Both Jim & Carla dealt with my order and were fantastic. Replied via email and instagram quick, helped resolve my problem, were understanding. The customer service has ma... Zobacz więcej
Great customer service isn't about making sure people don't ever have any issues, it's about how you deal with them when they come up. NOVU's communication and ability to provide a quick solution... Zobacz więcej
Informacje dotyczące firmy
Napisane przez firmę
Founded in 2017, NÓVU is a contemporary ready-to-wear fashion brand born in the United Kingdom and operating worldwide. We specialize in offering ready-to-wear menswear, footwear, and accessories that embody timeless design and cater to the modern-day man. With over 100,000+ happy repeat customers who share our passion for elevated and sophisticated style, our brand ethos is centred around designing high-quality, standout pieces that leave you feeling confident and unique. Our passion for product is at the heart of everything we do, ensuring each piece reflects a dedication to quality, style, and sophistication. Recently, we’ve experienced a significant explosion in growth, which has contributed to some delays and a few less-than-ideal reviews due to high order volumes. We want to assure our valued and potential customers that we are committed to addressing these challenges, improving our processes, and maintaining the high standards you expect from us. If you have any concerns or need assistance, please don’t hesitate to reach out to us at support@no-vu.com—we’re here to help and ensure your experience with NÓVU is nothing short of exceptional.
Dane kontaktowe
Zjednoczone Królestwo
- support@no-vu.com
- novucollection.com
3,0
Średnia
810 recenzji
Odpowiada na 53% z negatywnych recenzji
Zwykle odpowiada w ciągu 1 tygodnia
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Inni użytkownicy przeglądali również
SCAM! Terrible experience with Novu
Terrible experience with Novu! They took my money and never replied to any of my messages. Thankfully, American Express helped me get my money back. Worst service ever, feels like a scam company. Avoid at all costs!
14 stycznia 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi David,
We’re sorry to hear about your experience and appreciate you sharing your feedback.
We want to assure you that we are not a scam company. NOVU has been a trusted brand since 2017, with over 100,000 happy repeat customers worldwide.
We have a dedicated customer support team operating around the clock to ensure all inquiries are answered without fail. If you did not receive a response, it’s possible that your inquiry did not reach our mailbox, and we sincerely apologise for any inconvenience this may have caused.
To resolve any outstanding issues, please contact us directly at support@no-vu.com, and our team will prioritise your case to ensure it is promptly addressed.
Thank you for bringing this to our attention, and we look forward to assisting you further.
Best regards
Over 6 weeks and still nothing. Avoid!!
Ordered from them in early December and still not received my order. I am going to request a refund but don’t hold much hope in receiving my money back. Feels like a scam and no-one should order from them.
4 grudnia 2024
Opinia niezależna
Odpowiedź od NÓVU
Andrew,
We understand your frustration regarding the delay with your order during such a busy period, and we sincerely apologise for any inconvenience caused. We want to assure you that we are not a scam company and are committed to resolving this issue for you as quickly as possible.
Please reach out to our team at support@no-vu.com with your order details, and we will prioritise your query to ensure this is resolved promptly.
Thank you for bringing this to our attention, and we look forward to assisting you further.
Best regards
Absolutely appalling ordered clothing…
Absolutely appalling ordered clothing over 1 month ago 3-5 days delivery and nothing has arrived , emailed 5 times explaining this and there answer is that they will look into it , and they won’t give me a refund .
6 grudnia 2024
Opinia niezależna
Odpowiedź od NÓVU
Hi,
We're sorry to hear you're experiecing issues with your delivery reaching you. Please email support@no-vu.com and we'll do our upmost to resolve any issues.
Thank you
AVOID AT ALL COSTS
This is by far the worst company I have ever dealt with. I purchased items from them in November and I am still waiting for my refund. The items were returned within the 14-day window, and I even used tracked shipping. I have provided the tracking number and evidence from Royal Mail confirming the items were received by them on November 25, 2024.
I have been in communication with someone named Jim, who continues to send generic responses stating they will “check with the warehouse” to confirm the items were returned, despite my clear documentary evidence showing they were returned on November 25.
The level of customer service is shocking. I have been waiting well over six weeks for a refund, and I am now seeking legal advice and will be escalating this to the Ombudsman and any other legal means necessary.
25 listopada 2024
Opinia niezależna
Odpowiedź od NÓVU
Michael,
Thank you for bringing this to our attention, and we’re truly sorry for the frustration and inconvenience you’ve experienced.
After reviewing our records, we currently have no confirmation of your return being delivered back to us. We completely understand how concerning this is and want to assure you that we’re here to resolve this matter as quickly as possible.
To help us investigate further, please email us at returns@no-vu.com with your order number and the tracking details you’ve mentioned. We will prioritise your case and ensure it is resolved promptly.
We appreciate your patience and hope to make things right for you.
Best regards
Poor from you.
Loved Novu clothing but I’ve been let down a few times with deliveries now.
Ordered a tracksuit on the 29th November… I fully am aware of the 7-14 day shipping. However it’s now the 3rd of January. I believe they’ve used fake tracking numbers through Royal Mail and are now blaming them. Ive ordered a lot of bits in the run up to Christmas that have come through Royal Mail and had no issues . So this is unacceptable.
I will not be using them again. Please be aware.
3 stycznia 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi there,
We’re truly sorry to hear that you’ve been let down and want to apologise for the inconvenience caused.
We’re grateful for your loyalty and love for NOVU over the years, and it’s disappointing to hear that this experience has fallen short of expectations.
During the busy holiday period, we shipped out thousands of orders, but unfortunately, a small number of parcels experienced tracking malfunctions with Royal Mail, which led to delays. We completely understand how frustrating this must have been, especially during the holiday season.
Please reach out to us directly at support@no-vu.com with your order details, and our team will prioritise resolving this issue for you. We truly appreciate your support over the years and hope to have the opportunity to make this right.
Best regards
I only later looked at your worst…
I only later looked at your worst reviews and low score on Trustpilot. Very foolish of me. Please refund my money.
Made a order at 30nov! We are now at 3th January. Still got nothing, only vey often a automatically email response back .
30 listopada 2024
Opinia niezależna
Odpowiedź od NÓVU
Hi,
We're sorry to see your review. Please reach out to support@no-vu.com and our team will be on hand to assist.
Thank you
Avoid
Read all return small print before ordering from this company. It’s archaic. Deductions they hold over you are pretty extensive. Company allowed an out of stock order to go through with no e mails to notify me. The out of stock item was the basis of me buying 2 further items. Feel scammed into making an order as only really wanted the item that I didn’t receive. Refund is exchange or Novu voucher not monetary. You’ll pay delivery and return costs and not even receive what you order. Good clothes - very poor company
ONE MONTH ON AND STILL NO REFUND! Avoid this company
2 stycznia 2025
Opinia niezależna
Odpowiedź od NÓVU
Dear Sara,
We’re sorry to hear about your experience, but we’d like to clarify some points that may be misleading.
Firstly, we currently have no record of an order under your name. We kindly ask you to contact us at support@no-vu.com with your order details so we can promptly investigate and resolve any concerns.
In terms of our policies, we always offer a full refund for items returned within 14 days of delivery. As an additional option, we provide the flexibility of exchanges, store credit, or gift cards, similar to many other retailers. These options are in place to accommodate various customer preferences.
We sincerely apologise if the item you initially wanted was out of stock. We understand how disappointing this can be, and we’re working to improve our communication and inventory systems to minimise such occurrences.
We encourage you to reach out so we can assist you further and ensure your concerns are addressed.
Best regards
Great customer service from Junessa!
Great customer service from Junessa!
2 stycznia 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi Joe,
Thanks for the great review! We're thrilled to hear that you're satisfied with the service you've received. We'll be sure to pass on your kind words to Junessa.
If you need any further support we're always on hand via support@no-vu.com.
All the best
Too much of a risk
The order took weeks to arrive, too late for Xmas. Customer service was just automated emails, very frustrating. Shame as they have nice stuff but it’s a lottery whether it arrives or not.
Won’t be using again and told everyone to avoid, not worth the risk.
Having read the five star reviews, you have to question if these are genuine! Why would people praise the customer service if everything is great? You wouldn’t have to deal with customer service if your order was perfect and delivered on time!
2 grudnia 2024
Opinia niezależna
Just to clarify they are scammers LOL
Just to clarify they are scammers LOL, they’ve sent me an email to say Royal Mail are inundated with parcels and have caused the delay (because I raised a dispute they finally want to address this issue), baring in mind royal mail has been doing Christmas for 100’s of years, I don’t think your little 1/2 orders over Christmas is going to cause them delays! LOL. Anyway, now they’ve responded on trust pilot saying they haven’t shipped due to a dispute?? Everything they’ve responded on trust pilot is a lie which is insane, I have the emails as evidence. I filed a dispute 12 days after my order, so pls try again with your disingenuousness. which one is it?? You are Liars and scammers , don’t order from this awful disgusting company !!!! Boycot at all costs . There are plenty of amazing small UK run businesses which sell similar stock, please avoid Novu, unless you want to loose money!!!!! They are now lying and if I was able to upload pictures I could prove that. ALSO check the fake reviews with five stars trying to filter out the mass amount of bad reviews, hahaha!!!
20 grudnia 2024
Opinia niezależna
Odpowiedź od NÓVU
Hi Bleau,
Thank you for sharing your feedback. We understand how frustrating this experience has been for you, and we sincerely apologise for any inconvenience caused.
To clarify, the tracking information for your order shows that the parcel was delivered and signed for at the address you provided. Unfortunately, during the busy Christmas period, a small number of parcels encountered issues at Royal Mail’s sorting centres, which caused delays and inconsistencies with tracking updates. We ensured that all affected customers, including yourself, were kept informed via email, and we did everything we could to work with Royal Mail to resolve these issues as quickly as possible.
We genuinely share your frustration with this situation and regret that it caused so much disappointment. That said, we want to assure you that NÓVU is not a scam. Since 2017, we’ve served over 100,000 happy, repeat customers, and we are proud of our long-standing reputation as a trusted brand.
While this situation was beyond our control, we take full responsibility for ensuring better communication and customer experiences in the future.
Once again, we’re very sorry for any inconvenience caused, and we appreciate your understanding. If there’s anything further we can do to assist, please don’t hesitate to reach out to us directly.
Kind regards
SHAMBLES
If only they spent as much time on logistics as they do responding to 1-star reviews…
The quality of the clothing is always decent (if your order arrives), but the logistics and customer service is hands-down the worst around.
There’s always a well-worded excuse as to why your order is delayed, or why it’s never quite their fault, but a 2.4 star rating doesn’t come from nowhere… and they’re not shy to continue marketing and taking money with an already mammoth backlog.
Shameful business practices… queue the “100,000+ returning customers” line and an abundance of questionable reviewers claiming the “best customer service in the world”. Hilarious.
27 grudnia 2024
Opinia niezależna
The Best Brand on the market!
Hot lots of Chirstmas presents from Novu! The Best Brand on the Market!
The Quality and design at that price point is unmatched! Without Doubt best brand and customer service on the market! Could not recommend enough!
26 grudnia 2024
Opinia niezależna
Do not order from Novu
Do not order from Novu. Ordered over a week ago advertised for xmas delivery, the item has not even been shipped. Royal mail is just waiting for parcel to be received by courier. I have read reviews, and you are saying that you clearly state that this particular item advertises “7-14 day” which is absolute BS. I have just added the same item into my basket to see, and still advertising for xmas day delivery, even though its xmas today! Just a disgrace as have no gift for my brother on Christmas day, stop taking peoples hard earned money if you can’t deliver what you promise. Will be charging back with the bank and reporting to trading standards.
Do not reply to this with some BS excuse either.
18 grudnia 2024
Opinia niezależna
Odpowiedź od NÓVU
Dear Benj,
Thank you for your feedback. We understand your frustration regarding your order and would like to provide some clarity.
The items you ordered were advertised with a 7-14 business day processing time, clearly outlined online for customers to review before placing an order. This timeframe was especially important during the busy holiday season to help manage expectations.
However, just four days after your order was placed, our team began receiving threatening and hostile messages from you and your family members, including demands to involve the police. These interactions escalated and continued over the following weeks, including on Christmas Day. While we worked to offer assurances and address your concerns, the continued nature of these communications left us with no choice but to cancel your order to protect the well-being of our staff.
We believe we were transparent in communicating our shipping times and acted professionally in handling your order. While we value feedback and aim to resolve customer concerns constructively, we cannot tolerate abusive behaviour or threats directed at our team.
If you wish to discuss this matter further in a respectful manner, please reach out to support@no-vu.com, and we will assist you accordingly.
Thank you for your understanding.
Kind regards
Very poor customer care
Very poor customer care, 2x emails sent over a week apart and still no reply. Item arrived after nearly 3x weeks but by then the item was not needed as the event had happened, so a return was my option. No i dont want a credit note or voucher my money is my money so REPLY and give it back you scammers.
18 grudnia 2024
Opinia niezależna
Odpowiedź od NÓVU
Chris,
We’re sorry to hear about your experience and would like to address your concerns directly.
Firstly, we want to assure you that we have an entire team working around the clock solely dedicated to customer support. We are currently operating on a response time of under 24 hours, even during this busy holiday season. We’ve worked hard to ensure we’re prepared for the high volume of inquiries, so it’s unusual to hear that your emails may have gone unanswered.
One possibility is that repeated emails may have inadvertently pushed your ticket to the bottom of the queue, which can happen when our system detects multiple follow-ups. To resolve this quickly, we urge you to contact us directly at support@no-vu.com and include your original inquiry details so we can assist you promptly.
Regarding your comment about refunds, we want to clarify that this is misleading. We clearly advertise on our website that orders can be refunded within 14 days of delivery, provided they meet the conditions outlined in our return policy. We are committed to honoring this policy for all eligible returns.
Lastly, we also want to emphasise that we are not scammers. NOVU has been an established brand since 2017, proudly serving over 100,000 happy repeat customers. We are dedicated to resolving any issues our customers face and ensuring their satisfaction.
Thank you for bringing this to our attention, and we look forward to resolving this matter for you as soon as possible.
Kind regards
As Novu no longer want to reply to…
As Novu no longer want to reply to emails.
Order placed in November. Two tracking numbers later and shock horror neither of them work.
I’ve been incredibly patient but this is now a joke. An order from November still hasn’t been shipped!
They’ve had enough chances the same thing happened in the summer! Treat your customers better!
Unfortunately, I advise to avoid ordering from them. Shame!
23 grudnia 2024
Opinia niezależna
Odpowiedź od NÓVU
Danny,
Thank you for your feedback, and we’re sorry to hear about your experience. We want to address your concerns directly.
Firstly, we assure you that responding to our customers is always a priority. We currently operate with a dedicated support team and a response time of under 24 hours. If your emails have gone unanswered, we encourage you to contact us again at support@no-vu.com so we can assist you promptly.
Regarding your order, we’d like to clarify that during peak periods, some orders may take longer to ship due to high demand. While this is not ideal, we work hard to ensure all orders are processed as quickly as possible. If tracking updates are delayed, this can often be due to courier network issues, which we are actively working to resolve.
We sincerely apologise for the frustration caused and are committed to resolving this matter for you. Please reach out so we can investigate your specific case and provide a resolution.
Kind regards
The service was excellent and the…
The service was excellent and the quality of the clothes I ordered are superb. I also wanted to say a bit thank you to Carla from customer support in keeping me updated with the tracking and also the speed of service and delivery. I highly recommend shopping at Novu
23 grudnia 2024
Opinia niezależna
Odpowiedź od NÓVU
Hey Edwin!
Thank you so much for your fantastic 5-star review! We’re thrilled to hear that you’re happy with both the quality of your clothes and the service you received.
We’ll be sure to pass along your kind words to Carla—she’ll be delighted to know her efforts made such a positive impact on your experience. Providing timely updates and excellent service is what we strive for, and it’s great to see it recognised.
We truly appreciate your recommendation and look forward to welcoming you back to NOVU again soon!
Best wishes
Save yourself the hassle and order from…
Save yourself the hassle and order from a business that has normal delivery times and delivers your products on time.
Have ordered previously and faced a similar issue in the summer, to which I requested a refund and managed to get store credit. (They don’t allow financial refunds)
This December 1st I ordered two jackets for Christmas, neither have arrived and certainly won’t with postal cut off times. Like everyone else it says 48hrs tracked from Monday 16th December. I won’t be seeing these gifts until the new year.
No apology, no customer services and they continue to pay their marketing agency: socialnucleus.co to carry on marketing for cashflow purposes, whilst they can’t fulfil their orders.
Social Nucleus shouldn’t be marketing the products whilst being aware the company can’t effectively fulfil orders. The business shouldn’t be accepting orders whilst they can’t fulfil orders or communicate with their customers in a pro active manner.
1 grudnia 2024
Opinia niezależna
Odpowiedź od NÓVU
Hi Daniel,
Thank you for your feedback, and we’re sorry to hear about your concerns. We’d like to clarify a few points and offer assistance where needed.
The items you ordered were advertised with a 7-14 business day processing time during the busy holiday season, with standard shipping times applied thereafter. This information was made available online to ensure transparency before placing an order.
We can confirm that all orders placed during this period have now been shipped. If you are still experiencing any issues with delivery, we encourage you to contact us directly at support@no-vu.com so our team can assist you promptly.
We understand how important timely delivery is, especially during the holidays, and we’re here to help resolve any remaining concerns you may have. Thank you for your patience and understanding.
Kind regards
Absolutely gutted
Absolutely gutted. Ordered on the 15th November. You would think Novu would make sure everything is delivered in time for Christmas. Christmas presents ruined. Been over a month. I have written a previous 5 star review on this company. They have completely let me down.
22 grudnia 2024
Opinia niezależna
Odpowiedź od NÓVU
Hi William,
We're sorry to see this. From our records, the tracking information shows that your order was delivered promptly.
As a long standing customer of NOVU, we are deeply sorry if you have encountered any issues with your most recent order. We appreciate your continuous support over the years and we are dedicated to getting any issues resolved.
Please reach out to us at support@no-vu.com and our team will be on hand to assist get any issues resolved as quickly as possible.
Thank you
Returns
I ordered some trousers that unfortunately didn’t fit me, despite the policy being voucher only on returns. The team granted me a full refund due to the initial slight delay in shipping (due to the busy sale)
My query was dealt with very promptly and I spoke with someone over Instagram which then lead on to getting an email from Jim who kindly generated a returns label for me allowing me to make a return really easily.
The products themselves are great, it’s just unfortunate that that particular size wasn’t for me!
NOVU’s customer care is very prompt and they listen and act on your concerns.
Thanks again to all the guys there!
20 grudnia 2024
Opinia niezależna
Odpowiedź od NÓVU
Chris,
Thank you for taking the time to share your experience with us. We’re delighted to hear that our team was able to assist you promptly and that Jim and our Instagram support team made the return process smooth and straightforward for you.
We’re sorry the trousers didn’t quite work out this time, but we’re glad you were happy with the quality of the products and the service you received. Customer care is incredibly important to us, and it’s great to see our efforts reflected in your review.
Thanks again for your kind words, and we hope to welcome you back to NOVU soon!
All the best
DO NOT ORDER WITH NOVU
DO NOT ORDER WITH NOVU
I made 2 orders early December nothing has arrived, I have ordered with them in past and had no issue but clearly something has changed they are robbing everyone.
They have sent 1 tracking code which has not even reached Royal Mail in the last 5 days yet it was supposed to be 48 hour delivery. I hear it’s happening to everyone I’m emailing and now getting no response yet they continue to advertise their stuff on instagram. Christmas present will not be arriving and I’m out of pocket for 2 whole outfits
2 grudnia 2024
Opinia niezależna
Odpowiedź od NÓVU
Dear Connie,
We’re sorry to hear about your concerns and would like to provide some clarity.
The items you purchased were advertised with a 7-14 business day processing time during the busy holiday period, followed by standard shipping times. This information was made available online to help set expectations prior to placing an order.
To keep customers informed, we’ve sent multiple follow-up emails with updates about order progress. We understand how frustrating delays can be and want to reassure you that NOVU has been an established brand since 2017, serving over 100,000 repeat customers.
If you’re still experiencing issues with your order or tracking, please contact us directly at support@no-vu.com. Our support team is here to help and will work with you to resolve this.
We appreciate your patience and understanding during this busy time and hope to resolve this for you promptly.
Kind regards
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