Hearts & Roses London

"Appalling customer service and poor quality items. Quality assurance threshold must be very low. Avoid this company. I saved up and bought a beautiful coat (Fiona). I wore it a handful of times between mid October and mid December when I realised the pocket had started to come away. I used the pocket for gloves not 5kg weights so was disappointed this had happened. Then I noticed a big part of the stitching (around 30cm) had come undone in the lining inside the coat. It hadn't torn but the stitching had come out. As I had worn the coat less than a dozen times in 2 months, I assumed the coat had a defect and emailed Hearts and Roses London. I was told to send it back and I'd get a replacement. I was relieved and asked for a returns slip. The same person emailed me the returns form and asked if I could wait until the new year to due Xmas and the postal strikes. I was more than happy to. In the new year I emailed them to ask if they charged postage on faulty returns when I was told by another member of staff that unfortunately they could not accept the faulty item back as this was against their policy. I didn't understand as we had an agreement. After a few emails back and forth I was emailed by the original person that accepted the return in the first place. They stated they didn't understand why the other staff member accepted the return in the first place as it was against company policy and as I'd had the coat longer than a month, it was wear and tear. I pointed out it was actually them that accepted the return to which I got a "the other staff member must have not changed the email signature" response... This coat was a lot of money for me and I wrongly assumed higher priced products meant good quality. They assured me that all items are quality checked but perhaps the stitching is not checked?! I was pretty upset but was offered first a £10 then a £20 refund to cover the costs of getting a tailor to fix the coat which is better than nothing. After doing some googling I was enraged to see others having similar issues so I just hope that by leaving a review, I can save others from buying poor quality items."

"Gorgeous, high quality dresses. I e-mailed customer service with a question and they responded very quickly and kindly. The shipping to the US was amazingly fast - it got here sooner than some items I had ordered within the US! I love this brand and hope to visit the shop in person someday."

"Beautiful coat.. Very quick delivery.. Well pleased. So much so, I've ordered another (different) coat straight away?!"

"I messaged them when I got my order about the coat having an issue with the lining. I didn't get a reply for months so I reached out again, they finally replied and said they could no longer help. Their emails were also pretty blunt and not very friendly. This coat was £80.00 and the overall quality is very poor, it doesn't fit properly due to the issue with the lining and now it's going to just sit in my closet unused - such a waste of money and fabric. I was also pretty disappointed with how it arrived - it came in a parcel bag that was too small, so the coat was really creased."