PULL&BEAR Reviews 4,502

Ordered an item and paid express delivery. The item never arrived. The AI customer service was so frustrating and difficult to deal with.
I will never order through them again.
Avoid at all costs.

The delivery does not come. Pull & Bear only works with AI and there is no way to find out where the goods are or when and if they will be delivered.

This is frustrating and shocking.

Wish I’d checked out these reviews before ordering!! I’ve been waiting three weeks and just got told one of my items is not in stock even though I previously checked and it was meant to be delivered by the 9th Feb….its now the 10th and wonder when I’ll see any of the other items i ordered. Oh but they offered me a 10% discount that’s valid for two weeks 😂 pathetic most companies just give that as standard when you order anything nowadays

Absolutely terrible experience. Was trying to buy a set on the self service checkout. An error came up saying my transaction hasn't gone through. I then went to the main till but checked my bank account and the money had gone through!!! ABSOLUTELY TERRIBLE MANAGER!!! The 'manager' who clearly had no idea what he was doing told me to contact customer services??? He gave me no help and im only 17. Absolutely horrendous experience. Will never return in that store again. Please get staff that actually know what they are doing and their job. Seems like they werent even interviewed. So rude and unprofessional.

The clothes look nice online, but the quality doesn’t match! I’ve had items lose shape and color after just a few washes, which shouldn’t happen with fairly new clothes!

I am extremely disappointed with Pull&Bear’s customer service regarding my refund.

I returned my order and sent the parcel back on Wednesday 21 January, but I have still not received my refund. My return number is 6004786136 and order number is 20202387284. It has now been around 14 days, which is the timeframe Pull&Bear clearly states on their website for processing refunds after a return is sent.

I have received no emails confirming my refund, despite checking all folders including junk and spam. I have also checked the Evri tracking for my return (H00BGD0050185280), which shows that the parcel has been sent back to the sender, so there is no reason for this delay.

This is especially frustrating during the current cost of living crisis. The refund amount of £62.99 may not seem like much to the company, but it is money I urgently need to help cover my daily living costs.

I would strongly encourage Pull&Bear to respond to this review and resolve this issue immediately by processing my refund. Until this is sorted, I cannot recommend shopping here.

Got 2 items yesterday in the store and paid via pin. Didn't get the receipt to my phone as requested and just found out that a security tag is still attached!!

Packets are very bad quality and break very fast, reviews on zalando feel very bought and scammy

Order marked as delivered but never received – terrible service
I ordered from Pull&Bear and my parcel was marked as delivered, but I never received anything. I contacted customer service multiple times and got no real help, just generic replies. No refund, no replacement, no accountability. Extremely disappointing and frustrating experience. I will not be ordering again.

Appalling customer service. They make it deliberately impossible to return items online. Good luck finding their contact details for a start. Will never buy from here again.

Really unhelpful and inflexible returns policy. I bought a Christmas present for my niece but had to return it as the fit wasn’t right. I would have been happy with an exchange or vouchers, however as it was more than 30 days since purchase they wouldn’t agree to anything. While I get the need for a time limit on returns, if buying something over Christmas for a friend/relative that lives in another town (which doesn’t have a local Pull & Bear) it’s inevitable there will be a bit more of a delay between purchase, giving the gift, getting it back and returning it to the shop. Pull & Bear showed no discretion or flexibility at all. The monetary value wasn’t huge, but the lack of customer service has really put me off and I don’t think I will buy anything from them again.

I ordered 5 items, only 2 were sent with no acknowledgement of them not delivering the missing items. I then tried to contact them for over a week via email, only to finally receive an email saying Ooopsie! and to try and use the online chat. Which was very well hidden and only AI. When I eventually found their WhatsApp, I had to chase for days to get a response. They need to review their quality control and customer service.

Shocking service. Sent a tracked return back at the start of December which they have received but I am yet to be issued a refund. They couldn't care less.

Second review on trustpilot in 2 weeks for this lot. This joke of a company is awarded one star, when I would have awarded zero if possible. Basically, I submitted my request to return 2 items bought as a Christmas present, in advance of their returns policy. They took that long to reply, requesting additional information they surely have themselves, delaying matters further, then further delays putting my request through to the correct department. Sorry, a returns message and request should go direct to the correct department. Then they eventually come back with "there are no exceptions to their returns policy and can't process my request". Absolute joke of an organisation. Do not buy from is my strong recommendation, I can tell you I will not be ever again!

1 star is too much, bought 2 items both were damaged stains and marks on them, sent them back and ordered replacements, when they arrived the jacket had a mark on the front and the hoodie had a yellow stain on it and a faulty zip contacted customer service but were as much use as a chocolate fire guard, do not buy from here terrible service and very poor quality products

Pull&Bear marked my order as delivered when I never received the item. I tried contacting customer service and no one replies on WhatsApp. The online chat states it is “virtual only” and offers no real help at all.
Completely unacceptable service. In a country with basic consumer protection standards, this should not be allowed.

Was sent a faulty product, sent it back and asked for a free delivery code as I shouldn’t have to pay twice for delivery on a fault that was the companies. I’ve tried to contact customer service 4 times and constantly ignored. Awful customer service.

Don’t buy from this company. Customer service is horrendous! No help, emails get ignored. They’re a joke! Bought an item, raised a home return, they posted a return label didn’t take the parcel. Can’t raise another return as not able to as one in place already. No help whatsoever from online chat/what’s app. I’ve emailed every day for a week and ignored, not one reply! I’ve raised a complaint with the Ombudsman as you just can’t treat people this way it’s vile! Ended up returning to store and now they’ve charged me £4.95 for a home return that didn’t happen and they are ignoring me. Disgusting service, clothes are shite anyway, poor quality!

Worse customer support ever.
Made an order on web 17/12, and estimated delivery 30/12. It was products on sale and few items left.
7/1 i try support to ask for my package, as it still is “being handled” in the status. After fighting to get pass AI, supporter told they dont know, but i can cancel. I tell no thanks, as products are not available any more, and they promise to update me soon.
13/1, still no updates and supporter tell same story. I ask if anything is being done to investigate, and i am thrown back to AI

no stars
Hi Pull&Bear — I’m still waiting for my refund.
Order 20262447371 / returns processed 25/10/2025 (6003967054) and 27/10/2025 (6003974510).
Net refund due: £97.30. Please can someone resolve this urgently? never experienced worse customer service and still no refund its now January!!!!