I love the products and styles but I have ordered twice now and twice I have had to pay extra postage on top of the postage fee, this would of easily been a 5* review if this was sorted out
Company replied
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Review summary
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Unfortunately probably my worst experience with customer service from any clothing brand. I received a faulty hoodie that they’ve clearly tried to get away with shipping to paying customers. It’s... See more
Company replied
2nd time ordering from here, however this experience was much worse than my first. Customer service was practically non-existent - my item was not shipped until over a week after ordering. I chased up... See more
Wow. Been using this brand for 3-4 years and it’s only gone downhill from when I first found it at 5000 followers. Releases tracksuits that he doesn’t even have access to yet and doesn’t send unti... See more
Company replied
Company details
Written by the company
British fashion label.
Contact info
United Kingdom
- williamgiles.co.uk
2.5
Poor
170 reviews
Replied to 65% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Requested for a fast delivery as I…
Requested for a fast delivery as I needed it by Saturday, order was shipped same day and arrived the next, quality also great and garment was lovely
30 April 2026
Terrible service again two weeks for…
Terrible service again two weeks for the parcel to come.
28 April 2026
2nd time ordering from here
2nd time ordering from here, however this experience was much worse than my first. Customer service was practically non-existent - my item was not shipped until over a week after ordering. I chased up multiple times on multiple platforms and heard no response at all, despite the policy being a reply within 48 hours. Once my item was eventually shipped, it did come quickly, but the lack of communication was extremely disappointing and frustrating, which is a shame as both products I have from here are great.
28 April 2026
Two weeks before sending product
Two weeks before sending product. Emailed to cancel order after reading reviews and nobody's picked that up after a week. Believe the reviews and don't order from here.
28 April 2026
Unprompted review
Could be brilliant, but it’s not!
Has the potential to be brilliant, but terrible execution and customer service.
Have ordered in the past and had problems with a defective product and was offered a replacement which they took a lot longer than promised to sort out as they were on holiday.
Against my better judgement I placed an order on Monday (and paid for shipping) and it’s Thursday afternoon, not shipped and zero update or response.
23 April 2026
Unprompted review
Reply from William Giles
Thank you Raul for your kind words! We really appreciate it
Reply from William Giles
Hello Dugald,
Thank you for sharing your feedback,
An item for refunded from your order as this item was out of stock. An automated email should have been sent to your explaining this.
I sincerely apologise if this was not received,
Kind regards,
WG Team
Shipping times are ridiculous ordered…
Shipping times are ridiculous ordered last week still not received my item
25 March 2026
Reply from William Giles
Thank you for your feedback, and we’re sorry for the delay with your order.
Hello Nafees,
We’ve been in touch with you via email to explain that there was an issue with Royal Mail which unfortunately caused a delay in transit. While this was outside of our control, we completely understand how frustrating this must have been.
We appreciate your patience while this was being resolved, and please don’t hesitate to reach out if you need anything further.
Kind regards,
WG Team
Great customer service!
Have not yet received my product however I had an issue with delivery, saying that the sender had not paid enough in shipping so there was a fee.
Customer Care (Emily 🌟) replied within 24 hours to release the parcel and refunded me for the amount it was, was super friendly and apologised for the inconvenience.
Really appreciate the speediness in getting the issue sorted :) looking forward to receiving my parcel.
9 March 2026
Still not received my order 26th…
Still not received my order 26th February due to the company not paying the full amount of storage and haven’t told me any updates.
26 February 2026
Extremely disappointed
Saw a lot of these brand on TikTok and thought I’d order a tracksuit. £130 order placed soon approaching 2 weeks ago. Haven’t received any updates on dispatch or delivery. Have sent messages on instagram and emails and had no response which is strange as when I messaged questioning a restock I was answered almost instantly.
11 March 2026
Unprompted review
Returned Item, still taking money
I purchased a jacket and it didn’t fit how I wanted, I returned the jacket in which they confirmed that had received the jacket. Chased up about the refund as there are more payments due to come out but I no one’s come back to me on email it’s been over a week.
26 February 2026
Unprompted review
Wrong items delivered
Wrong items delivered, followed up on instagram and email multiple times to request a solution but had no response after 5 days.
Have requested a return and am awaiting ‘approval’ for this still.
22 February 2026
Reply from William Giles
Hi Morgan,
We’re sorry to read your review, as this isn’t the experience we aim to provide.
We take incorrect shipments seriously. Having looked into this, we can confirm that your case has now been responded to and your return request has been approved. We apologise if there was a short delay in our response — during busy periods, replies can take slightly longer, but we always ensure every enquiry is addressed.
Please note that return approvals are part of our standard process to ensure items are tracked and handled correctly.
If there is anything further you need, please reply to our latest email and our support team will prioritise this for you.
Many Thanks,
William Giles Team
Order #U8R3QE07
Order #U8R3QE07
Ordered a tracksuit which the top and bottoms were wrongly sized returned them with next day delivery tracked and delivered 4 weeks ago and still haven’t heard back from neither have I received a refund when it’s been delivered back to them terrible customer service avoid at all costs unless you want to lose your money and be given the wrong size and terrible clothing quality . Shop at arne or siars or nobl all so much better than this drop shipping company .
27 January 2026
Unprompted review
Reply from William Giles
Hello Shakila,
We’re disappointed to read your review, as it does not reflect the resolution that has already taken place.
A full refund has been issued and an email correspondence explained the issue from our side, As this was only brought to our attention a few days ago.
We take product quality and customer service seriously, and we strongly refute the suggestion that we are a “drop shipping company.” We design and manage our products directly and work hard to ensure consistent quality across our collections.
While we understand that sizing issues can be frustrating, the correct size was provided against your order.
If you have any further questions, we remain available via our support team.
Many Thanks,
The william Giles team
Don’t like doing this but terrible…
Don’t like doing this but terrible service. I have purchased 6 tracksuits in total now and last 2 the service was bad. Took 2 weeks when they said 2 days. Also I reached out via instagram and asked for my order number which I sent, then received nothing back. Won’t be buying from again!
3 February 2026
Reply from William Giles
Hello Harry,
We’re sorry to read this, especially as a returning customer who has previously placed multiple orders with us — we genuinely appreciate your continued support.
We’d like to clarify that our standard delivery timeframe is clearly stated at checkout, and while the majority of orders arrive within the expected window, occasional courier delays can occur that are outside of our direct control. That said, we understand how frustrating delays can be.
In regard to Instagram messages, our social channels are not our primary customer service platform, and during busy periods messages can be missed. All order-related enquiries are always prioritised via our official support email to ensure they’re properly tracked and resolved.
We’re disappointed to hear this experience has affected your view of us, as that’s never our intention. If you’d be open to it, please contact our support team directly with your order details and we’ll be happy to review this fully.
Top service and top brand
Top service and top brand. The clothes are unbelievable. I was gutted when my polo shirt turned up with a slight hole in, however I got in contact with them and they sent out a replacement within the hour.
6 February 2026
Unprompted review
Reply from William Giles
Thank you for taking the time to leave such a great review — we really appreciate it.
We’re sorry again that your polo arrived with a fault, but we’re glad we could resolve it quickly for you. If anything isn’t right, we always aim to put it right as fast as possible.
It means a lot to hear your feedback on both the product and the service — thank you for your support.
worst experience ever
worst experience ever! tracksuit began to bubble on first wear (not even washed yet) I have bought cheap £50 tracksuits and they lasted longer
5 January 2026
Unprompted review
Reply from William Giles
Hello Redeem,
We’re really sorry to hear this — that’s understandably frustrating, especially after just one wear.
What you’ve described isn’t the standard we aim for, and it’s certainly not the experience we want any customer to have. We take product quality very seriously and would really appreciate the opportunity to look into this properly for you.
Please reach out to our customer support team with your order number and a few clear photos of the area affected, and we’ll review this as a priority and advise on the next steps.
Thank you for bringing it to our attention — we’re here to help get this resolved.
Many Thanks,
William Giles Team
Great zip up
Quick delivery, came within a week. Material feels high quality and soft. Well priced and nice colour.
7 January 2026
Reply from William Giles
Hello!
Thank you for the great review — we really appreciate it.
We’re glad to hear your order arrived quickly and that you’re happy with the quality, feel, and colour. That’s exactly what we aim for with every piece we release.
Thanks again for your support — we hope you enjoy wearing it.
Many Thanks,
William Giles Team
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