I ordered the same dress in two sizes to find the right fit, and kept (and paid for) one of them. When I came to return the other, unworn with all tags attached, I was about a week outside the ret... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Purchased a dress and unfortunately there was an extremely strong smell on the item. I was disappointed, and arranged to return the item. After reaching out to the customer service team a full ref... See more
Company replied
Shipping to the US quicker than expected! I ordered 2 dresses for an upcoming fall wedding. One dress fit well through main body, but straps were unfortunately too long (Brown Burnout Maxi Corset Dres... See more
Company replied
Terrible customer service! Ordered a dress online & they don’t offer refunds. Do not order from here, clothes are cheap quality. Sizing is off, runs really small. Need be size 6 to fit into dresse... See more
Company replied
Company details
About Rare London
Written by the company
We are Rare London.
A design-led womenswear brand that is dedicated to bringing affordable luxury garments to our customers and stockists. Rare in name, Rare by Design. Our dedicated in-house design team curates quality garments from heritage styles to statement-trend pieces. We continue to be ahead of the curve to bring our customers and stockists the latest style and standout bestsellers.
Established in 2002, our brand is known for its quality occasionwear and partywear. We are here to cater to the bold with products that stand out from the crowd, like our customers, we are always here to make a statement with feminine silhouettes and bold style. We are here to empower - making all of our customers look and feel they're most confident.
For our latest looks and inspiration follow us @officialrarelondon on Instagram #STYLETHATSRARE
Designed to be Rare, Styled to be statement!
Contact info
Unit 2, Century Buildings, Brunswick Business Park, Tower Street, L3 4BJ, Liverpool, United Kingdom
- customer.service@rarefashion.co.uk
- rarelondon.com
2.6
Poor
572 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Rare customer Care
Avoid.Avoid...in case they get your order wrong! I had a horrible customer experience with Rare London sending me the incorrect clothing then having to send it back. I re-ordered what I wanted then to be told it's not available, although the item was available on the website. They said they couldn't refund me back to original payment method e.g. bank card, and offered a refund as a gift card instead. I then used their gift card and guess what? - The item was not available - AGAIN. They said they'll refund me on a gift card. I did not want a gift card any more. I'd rather spend my money elsewhere. They had nothing of interest to me any longer. They refused to refund me on my bank card. Therefore, I have no choice but to lose £35 pounds to them. It would have been better if they refunded back on my card considering the terrible experience they had put me through. That was the very least that could do.
20 August 2024
Unprompted review
Reply from Rare London
Hi Sophia,
Thank you for sharing your experience with us. We’re sorry for any frustration caused. As the refund method was selected as store credit during the return process, we’re unable to change this once processed.
Thank you for your understanding.
Best,
Erin
Disappointed had to pay €17 on charges…
Disappointed had to pay €17 on charges as throught they were included
24 October 2024
Reply from Rare London
Hi Michelle ,
Thank you for taking the time to leave us a review! We appreciate all feedback from our customers. Unfortunately , these charges are not covered by us. This is state on our website on the shipping info page ( https://rarelondon.com/pages/delivery-information ). We would like to apologise for any inconveincine this may have caused.
Kindest regards,
Erin.
First time ordering and won’t be the last
First time ordering from this company. Fast delivery.Dress is beautiful. Excellent quality and very flattering. I’d say it’s made on the larger side (not a criticism btw just a wee pointer incase anyone is in between sizes) I bought a beautiful red cocktail dress for an awards ceremony, I can’t wait to wear it! Will definitely be ordering from here again ❤️
8 October 2024
Reply from Rare London
Hi Lynsey,
Thank you for taking the time to leave us a positive review ! We really appreciate your feedback and will be sure to pass this onto our team. We are so glad to hear that you have had a great experience with us and that you love our red bandeau mesh asymmetric dress !
We hope to hear from you again soon !
Kind regards
Erin
Customer Service responsive and helpful
2 October 2024
Reply from Rare London
Hi Deborah,
Thank you for taking the time to leave us a positive review ! We really appreciate your feedback and will be sure to pass this onto our team. We are so glad to hear that you have had a great experience with us.
We hope to hear from you again soon !
Kind regards,
Erin
overall excellent!
Shipping to the US quicker than expected! I ordered 2 dresses for an upcoming fall wedding. One dress fit well through main body, but straps were unfortunately too long (Brown Burnout Maxi Corset Dress). The other (Brown Cowl Corset Detail Dress) is incredible!!! Fits so well. I will be returning the first, keeping the 2nd. they also included a fun "freebie"- a sparkly one piece pantsuit which honestly i would have never purchased by my own desire, however I have a *SPARKLE* themed party coming up that I had nothing to wear, and this pantsuit quite literally is exactly what I needed.
16 September 2024
Reply from Rare London
Hi Kelsey,
Thank you for taking the time to leave us a positive review ! We really appreciate your feedback and will be sure to pass this onto our team. We are so glad to hear that you have had a great experience with us.
We hope to hear from you again soon !
Kind regards,
Erin
Reply from Rare London
Hi Chris,
Thank you for taking the time to leave us a positive review ! We really appreciate your feedback and will be sure to pass this onto our team. We are so glad to hear that you have had a great experience with us and have chosen to exchange an item through our returns portal !
We hope to hear from you again soon !
Kind regards
Erin
Reply from Rare London
Hi Amy,
Thank you for taking the time to leave us a review! We appreciate all feedback from our customers. Orders shipped internationally can take up to 5-10 working days to arrive at its destination. This is stated on our website under 'Customer Care' . Please contact our customer service email if you have any questions :
customer.service@rarefashion.co.uk
Kind regards,
Erin
I never received my item
I never received my item , the courier left it somewhere and the company will not refund me nor redeliver . Apparently I requested the parcel be left in a lobby which was absolutely not the case as it is a public area. There is nothing anywhere to say I requested this for my parcel I paid £5.95 fir it to be delivered to me personally which did not happen and I am now £100 worse off with no dress received . Be very wary of using this company. Appalling custoner service .
3 September 2024
Reply from Rare London
Hi Alison ,
Thank you for taking the time to leave us a review! We appreciate all feedback from our customers. As mentioned via email with you, we have contacted the courier several times for you and they have confirmed the delivery with photographic proof that your parcel was delivered at the correct location you provided. If you wish to raise this issue further, we would advise you to contact the courier. Apologies.
Kind regards,
Erin
Reply from Rare London
Hi Rene,
Thank you for taking the time to leave us a positive review ! We really appreciate your feedback and will be sure to pass this onto our team. We are so glad to hear that you are happy with your order.
We hope to hear from you again soon !
Kind regards
Erin
Reply from Rare London
Hi Rebeca,
Thank you for taking the time to leave us a positive review ! We really appreciate your feedback and will be sure to pass this onto our team. We are so glad to hear that you are happy with your order.
We hope to hear from you again soon !
Kind regards,
Erin
Gorgeous and well made
The dress was gorgeous and quality evident in the details and the fit.
19 August 2024
Reply from Rare London
Hi Anna,
Thank you for taking the time to leave us a positive review ! We really appreciate your feedback and will be sure to pass this onto our team. We are so glad to hear that you are happy with your order.
We hope to hear from you again soon !
Kind regards,
Erin
I’m so disappointed I ordered the gold…
I’m so disappointed I ordered the gold fringe dress for a wedding and it came in time but the zipper doesn’t work. It’s so on the dress and I can’t even get in it. I don’t even have enough Time to return it or exchange it I already ripped that ribbon Off because you can’t even try on the dress without taking it off so now it’s too late and I’m so disgusted. I would never order from here again. $130 is a lot to spend on a dress that you can’t wear.
15 August 2024
Reply from Rare London
Hi Esraa,
Thank you for taking the time to leave us a review! We appreciate all feedback from our customers. We have now passed this onto our customer service team, they will be in contact you with further information and a response to these issues. Apologise for the inconveinece caused. We hate upsetting our customers !
Hope to hear from you again soon !
Kind regards,
Erin
Amazing customer service
Amazing customer service! I needed a dress at very short notice and the company upgraded my order to next day delivery at no extra charge. The dress was perfect 👌 💫 x
13 August 2024
Reply from Rare London
Hi Anna,
Thank you for taking the time to leave us a positive review ! We really appreciate your feedback and will be sure to pass this onto our team. We are so glad to hear that you are happy with your order and that our customer service team were able to help you.
We hope to hear from you again soon !
Kind regards,
Erin
So disappointed with the dress the cut…
So disappointed with the dress the cut is small
12 August 2024
Reply from Rare London
Hi Heather,
Thank you for taking the time to leave us a review! We appreciate all feedback from our customers. We have now passed this onto our customer service team, they will get in contact with you as soon as possible. Please keep a look out for a email from us in your inbox/junk folder. We would like to apologise for any inconvenience caused. We hate disappointing our customers.
Kindest regards,
Erin
worst customer service iv encountered
Love my dress.. arrived when said, returns easy also as had ordered 3 dresses Update!!!! don't order from this site returns were easy yes me taking to post office and sending bk was easy but trying to get your money bk is murder I am due just under £150 bk for 2 dresses returned i have asked for a refund and keep getting fobbed off that I ticked the credit note button on there site that I know I did not opt for as i only needed the one dress and now rare london have said they cannot issue a refund as their policy won't allow it surley their customer service would be much better advised when a genuine request is made to actually help the customer!! my statutory rights have been abused here and I will be taking this further along with a bad review on every platform I find,, they can not stop you from getting your money back when you have requested a refund they have also sent a credit note by email that i have not used they say they cannot cancel in order to refund the money?? sounds like a scam to me!!!! And lucky to be getting that one star!!
6 August 2024
Reply from Rare London
Hi Paula,
Thank you for taking the time to leave us a positive review ! We really appreciate your feedback and will be sure to pass this onto our team. We are so glad to hear that you are happy with your order.
We hope to hear from you again soon !
Kind regards
Erin
Their customer service is superb
Their customer service is superb. They answered within no time and took care of my retour.
5 August 2024
Reply from Rare London
Hi KNR,
Thank you for taking the time to leave us a positive review ! We really appreciate your feedback and will be sure to pass this onto our team.
Hope to hear from you again soon !
Kind regards,
Erin
I received the dress very quickly and…
I received the dress very quickly and it fits perfectly and is very nice for the price. I would definitely buy from you again!!
29 July 2024
Reply from Rare London
Hi Nicole,
Thank you for taking the time to leave us a review! We really appreciate your positive feedback and will be sure to pass this onto our team. We are really glad to hear that you have found your Rare style !
Kind regards,
Erin
Quick delivery
Quick delivery, stunning pieces of clothing I even got a freebie threw in so I was delighted. Have ordered a few times and will again in the future.
26 July 2024
Reply from Rare London
Hi Louise,
Thank you for taking the time to leave us a review! We really appreciate your positive feedback and will be sure to pass this onto our team. We are really glad to hear that you loved your items and your freebie you received !
Kind regards,
Erin
Purchased Reluctantly, pleasantly surprised
Reluctantly, I ordered 2 dresses and was nervous when I saw coming from the UK. Dresses came quickly, the quality is amazing and even got a little gift. Will definitely buy from Rare London again.
17 July 2024
Reply from Rare London
Hi Donna,
Thank you for taking the time to leave us a review! We really appreciate your positive feedback and will be sure to pass this onto our team. We are really glad to hear that you loved your items you received.
Kind regards,
Erin
Reply from Rare London
Hi Miss Charity,
Thank you for taking the time to leave us a review! We really appreciate your positive feedback and will be sure to pass this onto our team. We hope to hear from you again soon !
Kind regards
Erin
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.