PILOT

"Bought some shoes that were sold out everywhere! Thank you to Claire; Great customer service and fast delivery! Thank you! Very pleased."

"I never usually do reviews but I was rather disappointed by my experience with PILOT. I ordered a ring size mens XL and the sizes were completely unusual as this most definitely was not what you would expect a mens XL ring to look like. I wish i had read the reviews sooner as it turns out others have had the same problems with these alien sizes. Additionally, the ring box arrived damaged which was very disappointing since this ring was for a birthday gift so it would’ve had to have been gifted in a damaged box which really didn’t look great at all and definitely made it look like the ring was second hand. I spoke to Claire over email and found her to be very blunt and cold- and after agreeing to reimburse the price of the postage for when i return the ring- she suddenly switched up once she received the ring and refused to reimburse the postage cost (despite saying she would). After i reminded her of the state of the box which the ring arrived in and its bad presentation, she finally agreed to reimburse the postage ‘as a good will gesture on this occasion’. I never usually write these reviews as i will always support a small business however i personally believe the customer service team need some extra training as she undoubtedly came across as rude and impersonal. Also, i advise you not to agree to reimbursing someone and then changing your mind and then saying you will out of ‘good will’??? It’s completely wrong and unacceptable to treat customers like this. I recommend you give customer service a little bit extra training and also to ensure that the quality and presentation of the products are at an acceptable standard as this was very disappointing. Also people should definitely be wary of the sizes as even tho the ring i received was an XL, in real sense it’s equivalent to a small/medium with any other brand."

"Was meaning to write a review a while ago after having a poor experience in Pilot but I had trouble logging into Google. I went into pilot during the first lockdown to purchase some Y3 Hisokas… I work for the NHS so I asked if they did blue light card discount and the guy hesitated and said no. I paid £250 and as I walked upstairs I saw the two managers laughing about it which wasn’t a good look. The next day I went online and they had reduced them to £180 which probably explains why they found it funny. Poor customer service, especially during lockdown when the majority of shops were giving benefits to NHS staff. They could have given me 10-20% off and still made more than the online sale."

"Sold me Snide/fake addidas shorts, adidas sign is wonky, stitching is terrible and suze Large is a 3 x XL... Disgusted.. Iam reporting this to trading standards. Also, they came in a clear bag, no Adidas on the bag... Yours Sincerely Mr BOXALL..."

"Outstanding customer service. I recently ordered a top that was packaged appropriately and delivered on time as advised. Communication was spot on throughout. Unfortunately on this occasion I had to return the item. I was worried initially that I could only contact them via email but I needn't have worried. Customer Services, Claire, was wonderful. She responded really quickly and was helpful and constructive. I returned the item and it was refunded accordingly. I will definitely buy from here again with absolute confidence. Thank you Pilot for such excellent service."