1,299 total
Really like the quality and look of the purchases I've made to date.
Had one issue with an item that arrived with a small stain, but after only a few messages with Alfie, a customer service advisor, I was able to resolve this issue. Alfie was understanding, quick to respond, and offered a more than fair solution to my issue - such that I will be shopping with Percival frequently going forward.
Date of experience: April 03, 2024
I cant send the items back and nobody responds to my mails. Poor customer service. I´d like to order a different size but I wont due to the lack of support.
Cool website but no support. All cool on the outside.
Date of experience: April 26, 2024
Had a great experience with Alfie from customer service. There was an issue with a gift card voucher requiring a bit of discretion from the team. They were very gracious and helped to get things sorted and I will soon be the recipient of some top notch t-shirts. Thanks!
Date of experience: March 28, 2024
The clothes are exceptional quality, slightly higher prices than other places but you get what you pay for.
Fully satisfied with Percival's service. Thanks!
Date of experience: March 19, 2024
Great clothing! although my clothing was faulty with some buttons, and I've still yet to receive them
Date of experience: April 01, 2024
Loved the jacket. Did not love the promise of a 15% first order refund which never arrived and the ghosting when I tried to follow up . Don’t trust what they say even over email when it comes to discounts
I've just been called by Percival who apologised & explained that the person I was dealing with has since left the company . They have made the promised refund and given a £50 voucher in addition so I withdraw my original complaint and happy to recommend them - and it's still a lovely jacket
Date of experience: February 21, 2024
Reply from Percival
Hi - we apologise for the disappointment caused by the non-arrival of your 15% first-order refund and the lack of response when you followed up. If you can please let us know your order reference number, we will refund you the difference.
Your feedback is noted, and we'll ensure better communication in the future.
Thank you for bringing this to our attention.
Team Percival
Great company. Have ordered many of items from here. The forest green linen suit being my favourite, or the knitted polo’s. Only bad thing I can say is they sell out quick, but this is because of the quality of their product. Alfie is an asset to them and has provided me with styling tips and refund help.
Date of experience: March 26, 2024
Reply from Percival
Thanks for the kind words Billy!
I ordered some hoodies, but found they were too big, so I returned them so that I could get a smaller size. Nearly three weeks later, I still didn't have a replacement. I emailed Percival (as there's no other way to contact them) and was told my return had been delayed because one hoodie was out of stock; they offered a refund for that one so that the others could be sent out. I accepted, but nearly a week later there was no response to follow-up emails.
Kudos to Alfie from Percival, though, who rang me half an hour after I posted this review and sorted out the replacement on the spot. It's a pity that it had to come to that, though - I get the impression that Percival is running so close to the edge that they do not have capacity to sort returns properly, so caveat emptor unless you're sure of what you're buying.
Date of experience: March 07, 2024
Reply from Percival
Hi,
Thank you for bringing this matter to our attention, and please accept our sincerest apologies for the inconvenience you've experienced with your recent order. We understand how frustrating it must be to not receive the replacement items in a timely manner, especially after going through the process of returning the items for a smaller size.
We truly value your feedback and are committed to resolving this issue promptly. We are actively investigating what caused the delay in processing your replacement and refund. We apologise for any miscommunication or lack of response you've encountered in your attempts to follow up with us.
Could you please provide us with your order number or any relevant details via private message? This will help us expedite the resolution process and ensure that you receive the assistance you need as soon as possible.
Once again, sorry for any inconvenience this situation has caused you. We appreciate your patience and understanding as we work to rectify this matter promptly.
Team Percival
Great brand. Plenty of sales. Lots of variations in the ranges brought out. When buying online, it comes packaged well. Returns are seamless and customer service prompt.
Date of experience: March 26, 2024
I made an online order of several items, some of which I wanted to return. I went through the Percival returns process which included a Royal Mail shipping label.
Unfortunately, my return parcel was not successfully delivered by Royal Mail. From tracking I can see that the parcel made it to the return address' nearest DO.
I email Percival explaining the above, and asked if there was anything that they could do to help me. Given that they arranged the shipping label, I thought they may even still provide me with the refund.
Disappointingly, Percival ignored my email as well as several follow ups and social media messages. I am incredibly unimpressed with this service.
I like the clothes, but unfortunately this customer service seriously puts me off shopping there. I would be very careful when making returns with them!
Date of experience: February 20, 2024
Initially there was a mix up with my order, but as soon as I was able to get in touch with customer service, they immediately fixed the issue and sent me the correct order express via DHL, flew over the pacific in 2 days, and they even hooked me up with a gift card. I appreciate the courteous customer care.
Got my sweet green linen suit, looks swanky as!
Date of experience: March 06, 2024
I’ve ordered bits from Percival for years and never had a problem returning items and getting a prompt refund.
I sent items back 3 weeks ago and still waiting for a refund. Percival confirmed they have received the goods but no refund in my account. I’ve contacted customer services, and initially they responded, but they are now ignoring any follow up emails I’ve sent. Poor experience really and unlikely to buy from them again, which is a real shame
Update: had a call from Alfie in customer services who put the whole situation right immediately and explained the issues. Hats off to Percival for sorting this out so quickly
Date of experience: February 21, 2024
Reply from Percival
Hi,
We appreciate you taking the time to share your feedback, and we sincerely apologize for the inconvenience you've experienced with your recent return and refund process. Our team at Percival are committed to providing excellent customer service, and we regret that we fell short in your case.
Firstly, we would like to express our gratitude for your years of patronage. We understand how frustrating it can be to encounter issues with returns and refunds, and we genuinely apologize for any inconvenience caused. Your satisfaction is of utmost importance to us, and we are taking your feedback seriously.
We have investigated the matter, and it appears that there was an unexpected delay in processing your refund. We understand the importance of timely resolutions, and we are actively working to expedite the refund process for you.
To help us expedite your refund, we have asked for further information regarding your order through TrustPilot. Please can you reply with all requested information?
Thanks,
Team Percival
Customer experience when raising issues is exceptionally quick and smooth.
I purchased 3 items, with having to return 1 item to exchange the size - Which was easy to do so too.
The return took a little longer than expected, with the email noting this too. After 10 days, I checked in with customer support who got back to me within half an hour and managed to help process the return and get it delivered for the following day. Extremely easy and quick to get the matter sorted without any fuss!
Date of experience: February 14, 2024
Amending review to reflect an updated experience with a very helpful POC who I spoke with via Instagram who resolved my refund issue quickly and apologised for the delay.
Percival clothing is excellent and I am glad to report a positive experience once again.
Date of experience: April 11, 2024
One of the items I purchased was not what I was looking for. I returned it but had not received a refund for a while.
After an email exchange with Usman he was able to check on the return and process the refund. After 10 working days I still had to received the refund. Usman responded within 30 minutes letting me know there was a backlog and escalated the refund with finance due to the extra wait - this was then processed within 48 hours.
Usman was very helpful and responsive and made the experience easy!
Date of experience: February 21, 2024
Percival garms are always great quality and their original designs are brilliant. Always my go-to when buying gifts for my other half. Delivery is quick and on the odd occasion when I've needed help with something their customer service has been second to none. If only they did a women's line...
Date of experience: January 30, 2024
I am still waiting for a refund for two orders that I returned in February. I received a confirmation on the 29th of February that both parcels were received by Percival. I have sent multiple emails and haven't been contacted yet.
I would not recommend buying anything from them. The support is non-existing.
Date of experience: February 19, 2024
Obviously the clothes are beautiful, but just want to call out how fantastic the customer service is - delivery is almost Amazon Prime quick and if there are any issues (nobody's perfect!) the customer service team are helpful, friendly and fast at dealing with them.
The last issue I had was dealt with by Michelle within the hour, but everyone I've dealt with has been top notch.
Lovely brand, lovely clothes, lovely people to deal with.
Date of experience: December 12, 2023
First time (and quickly second time) online customer in the Jan '24 sales having visited the Soho store in December for a browse. Loved my products (I bought five) except one minor issue which was brilliantly dealt with by customer services. Impressed and happy new customer.
Date of experience: January 12, 2024
My favourite store!
The clothes are exceptional quality, slightly higher prices than other places but you get what you pay for.
Have bought many things over the years, in store and online. Any time I've had an issue customer services have been very helpful and super quick to respond.
Date of experience: January 02, 2024
