Love their clothing. But making a return is a nightmare. No clear guidance as to how. Their automated replies to your emails are frustrating. Pointing you to the same useless information for returns.... Zobacz więcej
Reakcja na opinię
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
Have been wearing Animal since a teenager and still love the brand, comfy, well made and good designs, always a nice good smooth process whether in store or online! Shout out to the Cromer team, had a... Zobacz więcej
Reakcja na opinię
I bought 2 pairs of flip flops because the husband suggested Animal. I had a pair years ago but had forgotten just how comfy they are until the new ones arrived. Now every time I wear them I say ‘I fe... Zobacz więcej
Reakcja na opinię
What fabulous service by Pina. I called to see if I could return a faulty item received today from an online order in my local store, which she informed me I could and also checked stock replacement a... Zobacz więcej
Reakcja na opinię
Informacje dotyczące firmy
Napisane przez firmę
Our story began back in 1987 in the South West when two surfers designed our first product. Their brainchild, the ‘Hook and Loop’ watch strap. It was here that the Animal name was born, and an iconic adventure began. Over the past three decades, we have grown to become a leading lifestyle clothing brand for those who share our free-spirited mindset. Our in-house design teams take inspiration from our coastal beginnings teamed with an understanding of today’s customer needs, to create authentic, effortless looks that combine our passion for adventure with a contemporary style. As part of our continued evolution, we’re on a mission to be kinder to the planet. We’ve changed our design and manufacturing process to include more responsibly sourced materials wherever possible. We care about our planet, customers, and future generations. So, we make clothes that last a lifetime and leave little impact on the environment all while retaining the passion for adventure that started the journey all those years ago.
Dane kontaktowe
5 Eccleston Street , SW1W 9LX, London, Zjednoczone Królestwo
- +44 (0) 20 3828 7700
- help@animal.co.uk
- www.animal.co.uk
3,9
Dobra
8 tys. recenzji
W ostatnim czasie nie zapraszano do recenzowania
Ta firma nie zapraszała ostatnio swoich klientów do recenzowania, dlatego recenzje mogą nie być w pełni reprezentatywne
Odpowiada na 100% z negatywnych recenzji
Zwykle odpowiada w ciągu 1 tygodnia
Jak firma korzysta z Trustpilot
Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
Inni użytkownicy przeglądali również
Good after sales service.
The customer care team attended to my query and took action quickly. From a customer standpoint this is encouraging and what we want to see.
8 września 2022
Opinia niezależna
Odpowiedź od Animal
Hi Richard,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW & Animal Trustpilot Team
I had to request a refund within hours…
I had to request a refund within hours of making an order. Within 24 hours this was processed for me with the help of Esha. This meant that the order was cancelled before if was picked and left the warehouse. Well done Mountain Warehouse for your super customer service!
5 września 2022
Opinia niezależna
Odpowiedź od Animal
Hi Michelle,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW & Animal Trustpilot Team
I am returning an item to Animal
I am returning an item to Animal. Awaiting refund, which is all in hand. Very helpful chap online. Muhammad. Quick replies.
26 sierpnia 2022
Opinia niezależna
Odpowiedź od Animal
Hi Sarah,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Muhammad was able to help you with your enquiry.
Thank you for choosing to shop with Animal.
Kind regards,
Calley
Animal Trustpilot Team
Still no refund
Returned items were received by Animal on 5th July, but despite numerous phone calls, emails, online contact forms and promises from the company, I still have no refund.
In today's call I was told "a colleague has sent the refund request to wrong team". Since I have spoken to many colleagueS, that has happened more than once! So, I'll now wait another 3-5 working days to see if this 'colleague' has got it right!
19 czerwca 2022
Opinia niezależna
Odpowiedź od Animal
Hi Sandra,
Thank you for taking the time to provide your review today.
Customer feedback, both positive and negative, is extremely important to us here at Animal as we continually strive to improve our service.
I am very sorry to hear of the issues you experienced with your order and that you did not feel the Customer Care helped you.
Please could I ask you to email your order details to me at help@animal.co.uk and add 'Trust Pilot #1366050' to the subject so I can email you directly about this.
Kind regards
Clare
Animal Trust Pilot Team
Still awaiting refund
Really nice sweatshirt but returned item, as too large even for a small, on 6th July and still waiting for a refund despite Evri showing returned back to them on 11th July. Now over 30 days since return and still no response from their "contact us" service sent 10 days ago
14 sierpnia 2022
Opinia niezależna
Odpowiedź od Animal
Hi Carol,
Thank you for taking the time to leave us a review.
We are very sorry to hear that your refund has not been processed in a timely manner.
I have contacted you separately regarding this and have asked the appropriate team to process your refund.
Kind regards
Calley
Animal Trustpilot Team
Mountain Warehouse faulty shoes
Bought a pair of shoes from Mountain Warehouse but after two months the lace loops started to break. I contacted their customer services and spoke to Esha who arranged for a replacement pair to be sent out as they were still in the warranty period. Amazing customer service, possibly the best I've ever had. Thank you Esha.
11 sierpnia 2022
Opinia niezależna
Odpowiedź od Animal
Hi Gary,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Esha were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
I called my local Moutain Warehouse and was redirected to their Head Office
I called my local Moutain Warehouse store as I could not find a refund due to me, on my statement. The shop told me to call their Headoffice and Philippa Wheatley answered. She was extremely polite, patienet and reassuring, as well as practical and helpful. Whilst talking with her I discovered that I had been given a gift card and Philippa explained how to check my credit on the card. All in all she helped me resolve the issue ina most professional manner throughout.
19 lipca 2022
Opinia niezależna
Odpowiedź od Animal
Hi Daphna,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Philippa was able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
Excellent Customer Service
Excellent. I contacted Customer Services regarding a query and I had a quick reply back from Muhammad Shah who was so helpful and found out the status of my order - a real professional - great service - thank you.
13 lipca 2022
Opinia niezależna
Odpowiedź od Animal
Hi Fiona,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Muhammad was able to help you with your enquiry.
Thank you for choosing to shop with Animal
Kind regards,
Calley
Animal Trustpilot Team
Poor response times / missing order
Placed an order online on 6th July, and paid for this. Received a message saying that due to the volume of traffic on the site, the confirmation would be delayed but to expect it within a couple of hours. Not a problem, or so I thought. It's now the 12th, and have still not received said confirmation but the money was taken from my bank.
Have used their "contact us" tool on the website and emailed twice up to now, and still yet to receive a response. Have tried calling, and unfortunately I don't have time to wait in lengthy queues online.
All I actually want to know is a) was my order processed, and b) if not, when will the money be refunded to my account.
12 lipca 2022
Opinia niezależna
Odpowiedź od Animal
Hi Neil,
Thank you for taking time to leave a review.
I am really sorry to hear of your experience and I would like to offer my support.
I have not been able to locate an order or any email contacts under your name I'm afraid.
In order to look into this further, please can you email the full order information and details to customer.services@animal.co.uk
We look forward to your contact.
Kind regards
Calley
Animal Trustpilot Team
Returning an Item
I am so impressed with the speed and service I have received this morning from Bethany, one of the Customer Service representative from Animal.
After trying numerous times to download a QR code and find my local Evri drop off point so I can return an item (the link wasn't working), I sent an email directly to the customer service team. Within 2 hours I've had a response and received everything I need.
I would highly recommend Animal as this is the quickest anyone has ever managed a retail query for me so, thank you Bethany.
1 lipca 2022
Opinia niezależna
Odpowiedź od Animal
Hi Kelly,
Thank you for taking the time to provide your review.
It is great to hear of your experience with Bethany in our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Animal!
Kind regards,
Clare.
Animal Trustpilot Team
Ben Fallon provided exceptional…
Ben Fallon provided exceptional customer service- helping me source an item in store that is no longer online. Speedy proactive just brill!.
Tysm Ben 💯👌
14 czerwca 2022
Opinia niezależna
Odpowiedź od Animal
Hi,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Ben was able to help you with your enquiry.
Thank you for choosing to shop with Animal!
Kind regards,
Calley
Animal Trustpilot Team
Excellent customer service
Excellent customer service when my order lost by courier. Replacements organised efficiently and I received them the next day. Special thanks to Hannah and the Customer Services team.
23 maja 2022
Opinia niezależna
Odpowiedź od Animal
Hi,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Hannah was able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
I had a wrong item delivered to me and…
I had a wrong item delivered to me and Phillipa and Sihame were a great help. Very quick in responding, friendly and helped me to get my original order send to me quickly.
19 maja 2022
Opinia niezależna
Odpowiedź od Animal
Hi Gine,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Philippa and Sihame were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
Wrong sized jacket...3rd time lucky!
I ordered a jacket and the wrong size came, I rang up customer services and a replacement was sent immediately...unfortunately this was also the wrong size. I rang again and spoke to a lovely lady called Philippa and between us we established the wrong size jacket was in a bag with a right size label on it....anyway philippa sorted the problem and the very next day the correct size jacket came! She was extremely helpful and kept me in the loop at all times. What a lovely change to get fantastic customer service like this!!
13 maja 2022
Opinia niezależna
Odpowiedź od Animal
Hi Sally,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Philippa was able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
Great products good prices
Great products good prices Responsive customer service.
13 maja 2022
Opinia niezależna
Odpowiedź od Animal
Hi Martin,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
Wet weather clothes for Grandson
Ordered 2 coats and trousers. Trousers arrived well before given date, coats a couple of days later, but still before given date. I was worried when I collected trousers that the coats would not arrive in time, but the shop assistants in Weymouth were extremely helpful and gave me number for customer services to check. The call was answered straight away by a very helpful lady who reassured me that all would be OK. I was kept informed continuously by phone and email until my parcel arrived, still within the expected time. I was so impressed by the customer care, both in the Weymouth shop and customer services ( Hannah and Phillipa), that I would definitely recommend.
13 maja 2022
Opinia niezależna
Odpowiedź od Animal
Hi Nan,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our team and that our colleagues in Weymouth as well as Hannah and Philippa were able to help you.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
Excellent customer service from Heidi…
Excellent customer service from Heidi at Animal, will be ordering a lot more items as have done in the past, good quality goods as always, highly recommend.
Keith
12 maja 2022
Opinia niezależna
Odpowiedź od Animal
Hi Keith,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Heidi was able to help you with your enquiry.
Thank you for choosing to shop with Animal!
Kind regards,
Alix
Animal Trustpilot Team
excellent customer service
purchased some walking boots that started splitting at seams could not find receipt. However Philippa at customer service replacing boots as a goodwill gesture.
11 maja 2022
Opinia niezależna
Odpowiedź od Animal
Hi Paul,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Philippa was able to help you with replacing he boots.
Thank you for choosing to shop with Animal!
Kind regards,
Alix
Animal Trustpilot Team
Quick resolution
Philippa was very helpful in resolving an issue I had with a product. Prompt customer service.
11 maja 2022
Opinia niezależna
Odpowiedź od Animal
Hi Paul,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Philippa was able to resolve your issue.
Thank you for choosing to shop with Animal!
Kind regards,
Alix
Animal Trustpilot Team
Sihame was so helpful
Sihame Was the person I spoke to and she was very helpful. I wanted to change my shipping address and she kept me informed and was able to sort it out.
Really appreciated her help
10 maja 2022
Opinia niezależna
Odpowiedź od Animal
Hi Jane,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Sihame was able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
Doświadczenie Trustpilot
Każdy może napisać recenzję na Trustpilot. Osoby, które wystawiają opinie, mają prawo do ich edytowania lub usuwania w dowolnym momencie. Będą one wyświetlane, dopóki aktywne jest konto.
Wykorzystujemy wiedzę odpowiednio wykwalifikowanych pracowników oraz sprytną technologię, aby chronić naszą platformę. Dowiedz się, jak zwalczamy fałszywe recenzje.
Dowiedz się więcej o procesie recenzji Trustpilot.
Weryfikacja może pomóc zapewnić, że recenzje, które czytasz na Trustpilot są napisane przez prawdziwych ludzi.
Oferowanie zachęt w zamian za pisanie recenzji lub wysyłanie próśb o ich wystawienie w sposób selektywny może wpłynąć na TrustScore, co jest sprzeczne z naszymi wytycznymi.