New Look Reviews 9,179

I ordered some shoes from them online and collected in store. Went to pick up the item and it was a big soft package, certainly not shoes. Couldn't return them in store, did the whole online return over 2 weeks ago. Inpost tracking says delivered to their warehouse, new look tracking not updated. No customer service to talk to I just have to hope and wait for an email reply eventually. I'll be claiming back through klarna if I get to 21 days with no response. They used to be good! I used to order items internationally living in South Korea and had no issues now they can't even get my order or refund right...

Absolutely atrocious service.

I returned an online order and was given an incorrect refund amount. Despite providing the order confirmation and my bank statement showing the exact amount charged, I have been lied to about pricing and sent conflicting explanations that do not match what I actually paid.

I’ve spent over 30 minutes in store and gone back and forth via multiple emails, only to be left with an outstanding refund and no proper explanation. A formal complaint was raised, then closed without resolution, and I was even sent a feedback request as if the issue had been resolved — it hasn’t.

At this point, I’ve been left with no option but to raise a chargeback through my bank to recover the money I’m owed.

I have been a loyal customer for many years, but after this experience, I will never shop here again. Completely unacceptable handling of a straightforward refund and shocking customer service.

Paid for return of an item of poor quality, to be collected by Evri. I even selected the date for collection. Evri did not turn up on the day and their tracking showed I was booked in but waiting for the item from me. I contacted New Look, who advised me that I could take the item to a drop off point, with no offer of contacting Evri to resolve the situation, instead just continue to give advice of how to book a collection. When I finally told the "teammate", I would keep the item for return after becoming fraudstrated, he informed me the collection fee was non refundable as it was paid to Evri. No attempt again to find a solution, so Evri has money for doing nothing. Then I get a message from New Look saying they would be closing my query, even though I was still talking to their teammate. An absolute shambles of a customer service.

Been waiting over a month for a refund. No one to talk to and only bots that reply and can't understand situation.
Have proof of return but they don't refund me!

Impossible to contact. Do not sign up for the club unless you want a ridiculous amount of emails. Endless emails without the option to unsubscribe on the email. Tells you to contact them online which says they will contact you in 5 days. I have already emailed to say remove my email over a week ago and still getting so many emails!!! Stop emailing me!!

They make it impossible to contact anyone. Been trying to cancel my order and seem unable to do this. Despite trying within 20 mins of ordering and leaving a message as they won’t reply until 3-5 days. What good is that??

Avoid like the plague.

I purchased a gift from new look before xmas and ever since have been bombarded with marketing emails.
There is no way to remove yourself from these in the email itself (illegal) and you can only untick 2 items on their website yet the emails continue to flood through.
Contacted them, asked to be removed, took a few days of back and forth and was promised they would stop and i was removed.
I then recieved a further email to say i was removed but my details would then stay on their system for another 12 months (wtf?). Unless, I replied back and ticked yet another option to have my details removed, to which I did.
fast forward 2 days, guess what, yes yet another marketing email.

I'm genuinely amazed of the malpractice this company does for marketing, it will just push away genuine customers.
I can no longer log in yet they continue to bombard me with spam.
I have now reported them to the ICO and I advise all other customers to do the same. They will receive fine upon fine until they stop.

This is the 2nd time I've had to chase refund. I returned items and have waited way past the 14 days which they state they will refund. There's nobody available to speak to, all automated messages.
I won't be shopping with NL again, I used to love this brand and buy most of my clothes from here but I'll go elsewhere now.

I don’t even want to give one star for ‘New Look, but I have to! New Look’s return policy is an absolute shambles! I paid for 2 orders using Klarna, so I did as instructed and logged the online returns, both separately from two orders, and received the QR codes by email. My husband who works in town, took the parcels to my New Look store on my behalf, to return, and showed them the QR codes! Staff then said he would need my debit card to do return. Why, if it’s all in the QR code from online return and payment would be going back to my Klarna account. Staff have no idea what they are saying or doing. He arrived back with the parcels yesterday! Today again, along with my debit card, went back to the New Look store to return them, and today, their excuse is, that I would need a bar code from Klarna (supposedly sent at time of order) I knew nothing about this, and it was not mentioned online nor on Klarna! No return again! Parcels are back home tonight, so with no other choice, I tried to do the returns by post, but couldn’t get them registered through ‘My orders’ on New look website, as they had already been logged as ‘Returns’ .. no option to change process to accommodate my trying to return these items, through post, that store refused to take back twice!! Now tonight online, in my online account, it is telling me, it is too late to return ‘said’ orders as they are out of their time?? Unbelievable. I have spent thousands of pounds with ‘New look, both in store and online, but that is me finished. I will never shop with them again. Simply isn’t worth the bother and hassle, we have to go through, to try and make any returns. As of now, I have 2 bags of clothing here, which weren’t suitable due to bad sizing (new looks) own fault, that are of no use to me and don’t fit! Many pounds worth of orders, in my home, that I can’t return, due to one issue after another, either with the staff, who have no clue what they are doing, and actually admitted it, and no further way to return on online website. Absolute assault course, trying to return items. Why should I have to pay £2.99 for each and every return by post, when they could all go in one parcel?? I won’t be putting myself through this ever again. You need to train your staff on how to do returns from various payment sources, else they will all be out of jobs and new look won’t exist anymore? You have just lost another long term customer, and I wouldn’t recommend New Look to anyone now, due to the ridiculous returns process. Don’t shop at New Look, in case the clothing doesn’t fit! You will be tearing your hair out and still won’t be able to return and get your money back, regardless how many ways you try to go about it!

New Look seems to have gone really downhill. The quality of their clothing is poor. Not only does the material feel cheap but it is visibly cheap and the cuts and styles are very poor these days. On top of this, they make it impossible for you to actually speak to someone online when you have a problem with a return. Just an AI bot. Terrible. If they hadn’t refunded to an e-gift card for some unknown reason that they didn’t warn me about, I would not shop here again.

Great service, decent selection of clothing, although not a fan of recycled materials (feels course and not soft at all). The heels are very comfortable.

I had notification that my 3 orders were going to be delivered today. I received an email saying that delivery was attempted, but nobody was home. I was at home and my ring doorbell footage confirms that no delivery was attempted. I have now got to wait in for another day! Extremely annoyed and there is phone number available to contact New Look, just a message service that promises a response in 3 days!

Hi I’m so disappointed I haven’t received my order

Absolutely awful. Taken my order, taken the money, no order confirmation, can’t get hold of anyone - even after messaging several times. No contact number to speak to anyone. In the past, needed to reset password, no password reset email sent. Just the absolute worst company, never used to be like this. Will never shop with them again.

I bought two dresses in the sale to try on at home as i was in a rush. Asked about the returns period and was told 14 days later. No other information displayed at the counter. Was given no other information by the manager who was serving me.

Neither dress suited. Returned to the same store 3 days layer to be informed that:

1) Sale items are exchange only

2) They don't do gift cards

3) That if I had wanted to know this, I should have looked up the policy online before buying anything in store. Failing that, it said so on my receipt (HOW DOES THAT HELP?)

4) It was also pointed out to me that there was a small black plaque with a QR code on it, and 'questions about returns?' written above. It was below eye level and had not been pointed out to me prior to me purchasing the items.

5) They're not legally obliged to tell me.

I didn't make trouble for the staff, what would have been the point? They're just doing their jobs. I'd bet my bottom dollar they've been told to obfuscate this information so people spend money they can't reclaim.

New Look has never been a high class establishment, but this takes them from cheap and cheerful high street staple to scummy shop to be avoided at all costs.

Did an online order for 4 pairs of boots, but only 3 were sent in the parcel. Tried to contact through their chat but not open on a Saturday. I have emailed them but auto response says up to seven days for a reply.
Boots were not the quality I expected so am returning to a store.
Update New Look have closed my query twice without responding- Terrible service will not order from them again.

I'm told you don't have a Customer Service number. I therefore
communicated/alerted via your chat, 3 times re. items for my granddaughters, missing from Order HM809504749, (I ordered 3 of each but only received 2 of each) hoping you would send the necklace & ring.

A few hours after each communication I receive the same unhelpful message, closing the case.

I also requested a call, no one called. Clearly New Look doesn't care. As you still have my money please complete the order OR refund ASAP & I will shop elsewhere.

Ordered a PJ set only received the PJ top…no bottoms!
NO phone number to report the missing item, NO email address, just a BOT chat on their website which can’t transfer you to a real person. This was extremely frustrating!! After leaving a brief message on the BOT chat nobody contacted me until 4 days later. The agent who contacted me was helpful however but it was the worse shopping experience I have ever had. Customer service is pretty diabolical from this company and I definitely won’t be shopping there again.

Returned an item and even after being received by New Look, I still haven't received a refund a week later. The whole, it takes up to two weeks for a refund is such a scam. There's no excuse. It benefits them to hold onto people's money as long as possible before paying them back.

I don't trust companies that drag their feet on refunds and it shows a very poor attitude towards customers.

Tired of companies like this. Ever since the COVID drama, they've taken full advantage and really downgraded customer service. Virtually all of the clothing companies and retailers in general have.

Won't be buying from them again.

I would put 0 stars but I can’t. I made an order for my daughter and paid next day delivery. Nothing ever arrived, no tracking number and you can’t call them. Having messaged a million times I got a message back saying they hadn’t heard from me again so we’re closing the case. I went into the store in Peterborough to ask what to do and two sales assistants said they couldn’t do anything and had no idea who I should contact and what I could do. No item, no tracking and no refund. This company is dreadful