I ordered two of the same dress - both stained with either ink or blood. I've tried to remedy this with the AI assistant but it doesn't understand and it takes over 24 hours to actually speak to a hum... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Purchased a dress, paid for delivery. Returned dress on the 13/11/25 paid to return it. Still waiting for my refund. Terrible customer service, would never shop here again. Received a message saying... See more
Company replied
Found it difficult to cancel my order. No human to talk to. Had to go into hospital. So tried to cancel order straight away. But computer or assistant refused to cancel it. I’ve been so stressed . Be... See more
Company replied
Warning do not purchase if you may need to return. I returned my item (DUX045128300) on the 10/11/25 via InPost which tracking confirms was successfully returned 13/11/25. I have waited the x15 days a... See more
Company replied
1.3
Bad
115 reviews
Replied to 98% of negative reviews
Typically replies within 2 weeks
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See how their reviews and ratings are sourced, scored, and moderated.
Return Missing
Ordered 8 items from Coast and returned 6 - two of which were returned to marketplace sellers and 4 to Coast itself. It has been more than 2 weeks and I have only received a refund for one of the items which was a marketplace seller. The other marketplace item says refund processed but no sign of it in my bank account and the 4 that were returned to Coast were delivered to their returns centre by Inpost over 2 weeks ago with no acknowledgement of return items being received at the warehouse and no processing of these. I am more than £400 short from Coast now. I tried to contact them both on WhatsApp and Facebook and met with an AI chat bot who "escalated to an agent" with no reply for multiple days. I would not shop from here unless you are sure that you'll be keeping the item. I used to enjoy shopping at Coast but things are not the same after Debenhams began handling them.
20 November 2025
Unprompted review
Reply from Coast.com
Hello,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Warning do not purchase - no refunds
Warning do not purchase if you may need to return. I returned my item (DUX045128300) on the 10/11/25 via InPost which tracking confirms was successfully returned 13/11/25. I have waited the x15 days and received no refund. There is no contact option to speak by phone. I have emailed, WhatsApp and Facebook Messenger. The AI Bot finally escalated my request but I am still waiting for a customer service agent 72 hours later. I don’t know if anyone will ever reply or if I will receive my refund. The worst customer service!!
10 November 2025
Unprompted review
Reply from Coast.com
Hello Lauren,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Don’t buy from these no refund been issued over 14 days now!
Ok I bought a coat from these jokers!
Sadly it didn’t fit the sizing was way out
Sent it back using an authorized third party Asda drop off I have proof of delivery on 11th Nov emailed them chasing my refund three times now contacted them in whatapp
BUT ANNOYINGLY NO REPLY
I’m hoping this will get some attention & be able to find out where my £90 odd refund is !! My order no DUX046119113
DONT BUY OFF THESE MUPPETS!!
11 November 2025
Unprompted review
Reply from Coast.com
Hello,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
WAITING ON REFUND
Still waiting on my refund(s) the first one was posted on 9/11/25 and still nothing. No correspondence and now ignoring all my messages. DUX045911317
HELP!!!!!! These are big orders of bridesmaid dresses and I really need my money back. Total disgrace!
25 November 2025
Unprompted review
Reply from Coast.com
Hello Susan,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
3 weeks for a refund as standard!
Beautiful dress but had to return it. Still waiting for a refund. Had to pay to return it and told I had to wait 3 weeks for a refund! Disgusting. So while you wait, with your money in their account earning interst, you are personally left out of pocket for weeks.
5 November 2025
Unprompted review
Reply from Coast.com
Hello Marissa,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion, and we hope you decide to give us another chance in the future.
Take care
- Rebecca
Purchased a dress terrible service
Purchased a dress, paid for delivery. Returned dress on the 13/11/25 paid to return it. Still waiting for my refund. Terrible customer service, would never shop here again.
Received a message saying refund may take until 4th December. Won’t spend my money here again. Would rather go to Marks & Spencer who has excellent customer service
13 November 2025
Unprompted review
Reply from Coast.com
Hello,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
Coast take your money quickly enough…
Coast take your money quickly enough and even offer next day delivery but I still haven’t received a refund after almost a month it’s terrible. I won’t be buying from them again
14 October 2025
Unprompted review
Reply from Coast.com
Hello,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again.
I can assure you that the refund for your return will be processed, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.coastfashion.com/pages/informational/contact-us
Take care
- Rebecca
Coast still needs to refund me
Coast still needs to refund me. They used to be a reputable company:
Hi Cxxxxx
Your refund is on the way
We've processed your £22.39 refund for the items returned from order DUX045365530
Order Number: DUX045365530 placed on 18/10/2025
'Nolan' Wide Fit Suede Mid Block Heel Court Shoe With Rounded Toe
Quantity: 1
SKU: £22.39
18 October 2025
Unprompted review
Reply from Coast.com
Hello Chika,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. This will be back in your original payment account no later than 19th November.
If you have any further queries regarding the refund, please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.coastfashion.com/pages/informational/contact-us
Take care
- Rebecca
Terrible experience
I ordered a coffee table for £199 and also paid £4.99 delivery. Two days later, I suddenly received an email saying I was getting a refund — with no explanation, no notice, nothing! They didn’t even bother to tell me the item was out of stock or offer an alternative.
To make it worse, they only refunded £199 and kept the delivery fee! For what, exactly? Since when do you keep a delivery charge when nothing was even delivered?
Absolutely unacceptable customer service. Poor communication and no respect for customers. Do not buy from them!
31 October 2025
Unprompted review
Reply from Coast.com
Hello Norbert,
Thank you for taking the time to leave a review on your recent experience, and I am sorry to hear that you didn’t receive your order and this was refunded instead. There are several reasons why the order may have been refunded, rather than dispatched. Sometimes the item may become unavailable during the time between placing the order and packing. It may also be that the courier or concession you have placed the order with is unable to offer delivery to your area. I do apologise for any inconvenience caused but can assure you that your refund will be with you soon.
I am sorry to hear the delivery cost wasn't automatically refunded. Please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.coastfashion.com/pages/informational/contact-us
Take care
- Rebecca
AVOID
I had been shopping from this brand for a long time and was always completely satisfied.
But this time, if it were possible, I would give zero stars.
The clothes I ordered never arrived, and even after several weeks, I still haven’t been able to get my money back.
It’s almost impossible to reach a real person — you’re always talking to an AI, unless they decide to message you, and even then, your issue goes nowhere.
22 October 2025
Unprompted review
Reply from Coast.com
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that you haven't received your order.
Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Poor quality and waiting on refund
Now that Coast are part of Debenhams I would recommend avoiding at all costs, if I had known before I ordered I never would have bought from them. Refunds take a significant amount of time and customer service are extremely unhelpful. Not to mention the dresses (which were sold as wedding dresses) were extremely poor quality. Disappointing experience all round
2 October 2025
Unprompted review
Reply from Coast.com
Hello Clare,
Thank you for taking the time to leave a review. I am sorry to hear you have been unhappy with the quality or the items you have purchased, and the returns policy.
We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion, and we hope you decide to give us another chance in the future.
Take care
- Rebecca
Dress worn once already defective
I purchased a dress for my sister in Iaws wedding 3 years ago and hadn't worn the dress since.
I have an event this week and thought this dress would be perfect for the occasion. When I went to take it out and wear it my husband noticed a lot of excessive and early wear mostly on the back. I am absolutely shocked by the quality of this especially the fact the dress was over £150 and i have clothes 1/4 of the price and have lasted 10+ years and also the fact it has been worn once.
I've never bought from Coast and now I definitely won't again. Its such a beautiful dress but sadly the quality isn't reflected in the price I paid.
30 September 2025
Unprompted review
Reply from Coast.com
Hi Emma,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear you weren't happy with the service.
We do value your feedback, especially when it helps us identify areas for improvement.
Thank you and take care.
Rob
Terrible Customer Service
I returned all items and after a month, still have not received confirmation of refund. I have emailed, used whatsapp chat - terrible customer service. No other store seems to be so hard to get hold of. Will not be buying from Coast again.
30 August 2025
Unprompted review
Reply from Coast.com
Hello Rebecca, thank you for taking the time to leave a review regarding your recent experience with our brand.
I'm so sorry to hear you haven't received your refund yet.
Our customer service team are receiving high levels of contact at the moment which has caused a delay with responding but they are working extremely hard to respond to all of our customers queries as soon as possible.
Your refund is currently being processed.
This is now making its way through the system and will be with you soon.
Take care - Devon
Still waiting for my refund from coast…
Still waiting for my refund from coast I don’t understand the delay? Never have this experience with other websites/ stores, and yes customer service is a joke, AI bots, what’s the point of that! Spitting out the same reply everytime, unacceptable!
5 September 2025
Unprompted review
Reply from Coast.com
Hello Jo, thank you for taking the time to leave a review regarding your recent experience with our brand.
I'm sorry to hear you haven't received your refund yet.
Your refund should have now been processed, this is making its way through the system and will be with you soon.
Take care - Devon
Appalling Refund Process
Returned item but nearly a month later still waiting for refund and have been unable to obtain any updates from the company. Steer well clear of this shambles!
12 August 2025
Unprompted review
Reply from Coast.com
Hi John,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear you've not received your refund.
We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again.
I can assure you that the refund will be processed, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.coastfashion.com/pages/informational/contact-us
Take care.
Rob
Still no refund
Sent my items back for refund over a month ago and was told I would receive a refund by the 22nd of August at the latest. Still no refund, contacted customer services to be told I would have to wait another 5 working days. Still nothing after this time, just receiving an automated response to say refund should be in your account by 22nd of August - round in circles!
DO NOT BUY FROM THEM! You can’t speak to anyone over the phone or on a live chat either, it’s just via messages and they take days to reply and it’s mostly automated so you have to go back and forth for about a week before you get an answer.
8 September 2025
Unprompted review
Reply from Coast.com
Hello Pagan,
Thank you for taking the time to leave your review. I am sorry to hear you have not yet received your refund.
So we can look into this for you, I have sent a message here on Trustpilot so you can confirm your order number and email address.
Thank you
Aimee
Still waiting for my refund from Coast
Still waiting for my refund from Coast. I have never come across a company in the UK that takes weeks to refund. It is quite strange indeed!!! This should not be happening. Coast please refund my money. Refunds should not take this long!!!! Do better!!! Order - DUX043464546
21 August 2025
Unprompted review
Reply from Coast.com
Hi Flynn,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. Your refund will be with you no later than 8th September.
If you have any further queries regarding the order or refund, please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.coastfashion.com/pages/informational/contact-us
Take care
- Rebecca
‼️‼️‼️STAY CLEAR‼️‼️‼️
‼️‼️‼️STAY CLEAR‼️‼️‼️
The worst company at refunding!! Still waiting for my money back on a dress bought over £100 pounds that was returned weeks ago!! Honestly pathetic costumer service can’t even talk to a human being! Just an automated service repeating the same thing!!! STEALING PEOPLES MONEY!! Stay clear folks!! I will never shop in coast AGAIN!!
DUX043218303
Wish I had of read the trust pilot reviews on the company before purchasing!!
14 August 2025
Unprompted review
Reply from Coast.com
Hi Rebecca,
Thank you for taking the time to leave a review. I have looked into your order and can see that your refund has been issued and will be back in your PayPal account by 5th September.
If you have any further queries regarding the order or refund, please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.coastfashion.com/pages/informational/contact-us
Whilst we do utilise AI to solve simpler queries, you can request at any time to speak to an agent, as the system is set up to understand this request. You would then be transferred to the next available advisor who will be able to help with your query.
Take care
- Rebecca
Refund process terrible
Refund process terrible
I returned items over 20 days ago and still have not received a refund
You cannot get to speak to customer services it’s AI reply you get
I also ordered another dress and it never arrived
Absolutely shocking I would NOT order from them again
2 September 2025
Unprompted review
Reply from Coast.com
Hi Joanne,
Thank you for taking the time to leave a review. I am sorry to hear you have yet to receive a dress you ordered, and that you are awaiting a refund.
We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again.
Whilst we do utilise AI to solve simpler queries, you can request at any time to speak to an agent, as the system is set up to understand this request. You would then be transferred to the next available advisor who will be able to help with your query.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Thank you for your patience
- Rebecca
Poor quality shoes
Must say I am really disappointed in the quality of Coast's high heels. First time ever buying the brand and cannot believe that only after wearing the heels for the first time for a few hours at a wedding, the rubber heel at the end of the right heel has already come off. They are now uneven to walk in and I'm left with a metal stub. I only wore them for a few hours but you'd think I had these for years. What poor quality. I would return them if I could but as I have now worn them, nothing I can do. I will not order from them again.
Shame as delivery was quick although the shoes came in a plain white box rather than a coast labelled box.
Update 24/09/2025
I thought the reply below was just a way of them to show they 'care' but nothing would come of it and I would just get some generic AI response. However I decided to give it a go and get in touch. To my surprise, they replied promptly, I have been dealing with a real human who has actually looked into this matter so customer service wise they have been great. I have therefore added a star.
25 August 2025
Unprompted review
Reply from Coast.com
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that the rubber heel has worn away on the shoes after just one wear.
Please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.coastfashion.com/pages/informational/contact-us
Take care
-Rebecca
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