Dance Direct Reviews

Name: Dance Direct
Address: Harlequin House, ,, Newton Abbot
Rating: 4.67

4.7 Rating 6,752 Reviews

93 %

of reviewers recommend Dance Direct

4.7

Based on 6,752 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	95%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

About Dance Direct:

Dance Direct has grown from a family run business to become the leading dancewear retailer in the UK and Europe. Our passion is in providing high quality, affordable dancewear and accessories to the dance community; our pride is in enabling dancers to achieve their dreams without worrying about the cost. Working in partnership with Revolution Dancewear – one of the world’s leading costume and dancewear manufacturers – we also supply a fantastic collection of high quality ready-to-wear costumes for shows and performances.

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Location:

Harlequin House, ,
Newton Abbot
TQ12 4BT

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Dance Direct 5 star review on 11th May 2024

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Dance Direct 5 star review on 10th May 2024

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Dance Direct 5 star review on 5th May 2024

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281

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Still awaiting one item in which I have called today for it to be chased up and still heard nothing back . My daughter needs the outfit for Tuesday!”

Helpful Report

Posted 3 years ago

Good morning, we're really sorry for the inconvenience caused by this. I can see that you already spoke to a member of our customer service team who was able to resolve this for you. If you have any further questions please do not hesitate to contact us again.

Posted 3 years ago

“I have been a Dance Direct customer for many years and the company has never let me down in the past. However, I ordered a pair of shoes that I needed for an audition, with plenty of time to spare. A week later my order still had not arrived. When it did arrive, the shoes were missing from the order. Customer service informed me that the shoes were actually out of stock and therefore could not be sent to me at all. I still have not recieved the refund for these shoes that I asked for last week. It really let me down and I feel I can't count on Dance Direct in the future.”

Helpful Report

Posted 3 years ago

Good morning, I am so sorry for the delay with your order as well as the item that was out of stock. At the time of ordering our system showed that we still had 1 left, however when our warehouse team went to pick it they were unable to locate it. I completely understand your disappointment regarding the delay and if you do wish to order something in future please do not hesitate to contact us before on hello@dancedirect.com as I would like to offer you a small discount as a gesture of goodwill.

Posted 3 years ago

“I’m waiting for the right pair I actually ordered and paid for ASAP sent wrong ones”

Helpful Report

Posted 3 years ago

Good afternoon, I am sorry to hear that you have received an incorrect pair. Please could you send us an e-mail with the photo of what you have received instead to hello@dancedirect.com and we will get a replacement sent out to you as soon as possible? Apologies for the inconvenience caused.

Posted 3 years ago

“My order came missing most of the order”

Helpful Report

Posted 3 years ago

Good afternoon, thank you for your review. I have checked and can see that there have been multiple issues with your order and please accept our sincerest apologies for this. I can see that these have now been resolved and the replacements should have been delivered a few days ago. Please do not hesitate to contact us again on hello@dancedirect.com if you have any further questions.

Posted 3 years ago

“Awful service. Many promises to fix their mistake then didn’t bother.”

Helpful Report

Posted 3 years ago

Good afternoon, thank you for your review. I have looked into this for you and I am so sorry for the multiple issues you have encountered with your order. If you do decide to place an order with us in the future please contact us via e-mail on hello@dancedirect.com as I would like to offer you a discount on your next order as a gesture of goodwill. Apologies again for all the delays and issues caused with your order.

Posted 3 years ago

“I love the selection and the amount of things they offer. However I ordered something on May 29th and it's now june 21st and I haven't received anything yet. I contacted their customer service two weeks ago because I hadn't gotten any messages about shipment or delivery, and I still haven't. The customer service seems like they want to help but I find it strange that it's taking so long. They just keep telling me to wait longer. Besides that, I don't really understand their delivery method because apparently they didn't use a trackable service for my order. At this point I'm wondering if someone from dance direct is just going to show up at my building with the package, some day. I might not even be home because I never got a message that it would arrive that day, and then what? I asked for extra information or an indication for when my package should arrive, but they just told me it could take more time. I understand it's a strange time with the corona virus, but I feel like they are not being honest to me. They just offered to send me a replacement through a trackable service, which I will take. But I find it very strange that they didn't do that or offer that in the first place.”

Helpful Report

Posted 3 years ago

Good afternoon, I have looked into this further and can see that you have been communicating with our customer service team as the parcel took longer than usual to arrive. A full refund has now been processed as per your conversation with our customer service advisor Tash.

Posted 3 years ago

“BEWARE! What an experience. I ordered on the 15th December and chose next day delivery. I was not told that the item was 'drop ship' at checkout and that in fact it could not be with me the next working day. When I asked for a refund for the shipping cost, the wrong amount was given to me initially, and I had to correct the woman I spoke to on the phone so that the correct amount was refunded. I was told the item would ship within 2 weeks. What I was not told was that the manufacturer's offices were shut for 2 weeks over the Christmas period. It took several emails to DD before they told me this information. If I had known it would take almost a month for me to receive the package, I would not have ordered at all. They were unable to tell me where the package was or when it would be sent out. After about 5 phone calls, someone had the idea to ask their manager when it would be sent. Wow - bright spark employee, am i right?! HERE'S THE KICKER. The manufacturer DIDN'T KNOW AN ORDER HAD BEEN PLACED. What kind of a system is that? There was no communication between DD and their supplier. Just terrible. Speaking to DD customer 'help'line is like trying to get blood from a stone. When they finally told me the item had shipped and would be with me the following day, they were unable to provide me with a shipping confirmation in email, despite the package being sent Royal Mail. There was supposed to be tracking information and there was none. DREADFUL SERVICE. DO NOT BUY.”

Helpful Report

Posted 4 years ago

Thank you for your feedback Leona. Please accept our sincere apology for the problems you have had with your order. Some items are not held in our warehouse and have to be ordered from the supplier when a customer order is placed. This delay is stated on the item description on the website, although unfortunately there was an issue with the order being placed with the supplier. We take all feedback on board and will look to ensure this does not happen again.

Posted 4 years ago

“Returned item which they stated hadn't been received until I gave them tracking number. Still waiting to receive refund 19 days later, wouldn't purchase from these again.”

Helpful Report

Posted 4 years ago

Thank you for your feedback. Our returns are processed within 14 days of being received, and your refund was processed on the 03/12/19.

Posted 4 years ago

“Don't buy from them! I ordered shoes in several sizes as I was unsure on fit. I sent back the unwanted shoes and waited for the 14 days as stated on the returns policy to receive a refund. I called several times to see why I had not received a refund. First I was told they did not receive the goods although I checked the tracking. I then had to scan and send proof of the return- giving the tracking code on the phone was obviously not enough! I am still waiting on the refund and have been told it is being looked into - very poor customer service”

Helpful Report

Posted 4 years ago

Thank you for your feedback. I am sorry you have not yet received your refund. Please can you call customer services as soon as possible so we can investigate this situation for you.

Posted 4 years ago

“I bought some shoes, shorts and Tshirt for my son. They arrived promptly but the shoes were way too small. I had bought his usual size so they are undersized in the description. I sent them back but they wouldn't replace them because they said they were dirty. There were marks on the soles but he'd only tried dancing round the kitchen in them once and as they are white syuede soles they mark straight away. I would not buy from this company again.”

Helpful Report

Posted 4 years ago

Thank you for your review. Unfortunately we can only accept items back if they are in resaleable condition and unfortunately as they were marked on the sole due to being danced in we could not accept them back.

Posted 4 years ago

“I am very unhappy with the service provided with this company. I ordered before 3pm and paid next day delivery in order that the tights would arrive for my daughter’s show that next day. Sadly they didn’t arrive for 2 weeks! I think this company completely let me down, it was my daughter’s first show and she was only 5. Please do not use the next day delivery service if you require a product the next day as it is not reliable.”

Helpful Report

Posted 4 years ago

Thank you for your feedback. We are sorry the delivery time took longer than expected. Please feel free to call our customer services team on 033 0333 0222, where one of our advisers can try to assist you.

Posted 4 years ago

“I have had to return the dancing shoes ordered because the sizing is so inaccurate.”

Helpful Report

Posted 5 years ago

Thank you for your feedback. We are sorry you had to return the shoes due to the sizing. Please feel free to call our customer services team on 033 0333 0222, where one of our advisers can try to assist you.

Posted 5 years ago

“Didn't know I ordered shoes but thanks for letting g me know ill be checking with my bank”

Helpful Report

Posted 5 years ago

Hello Phillip, we have spoken to your wife who has confirmed that she placed the order and you are now aware. Sorry for any inconvenience caused. Kind regards, first position

Posted 5 years ago

“Terrible inflexible attitude of staff. Didn’t want to help unable to use common sense and discretion. Full detail below. I called because I was frustrated. I tried various sizes in both Jazz and tap shoes. The tap shoes were either too big or too small. Customer service assistant acknowledged that there is a variation within the same sizes. I had done two large orders some of which I kept; but mostly lots of shoes that just didn’t fit my daughter. I now needed to order just one pair of jazz shoes and was told I had to pay postage. I asked if it was possible to waiver this given the difficulties I’d already had. The assistant explained why she couldn’t do this. She was not impolite. But she was very inflexible and would not help me to resolve the issue I was having. I highlighted that if I were to submit a minimum of £40 to just receive free postage - that this would cost me time and effort and cost the company more also. That it made more sense to be reasonable. She said “if that’s what you want to do that’s fine.” No common sense. No discretion. I’ve spent hours trying to order just two pairs of shoes. I’ve now found a shop about 30 minutes away. Which in future I will use. I don’t care how much cheaper they are online. My time is worth more to me than constantly ordering and returning. Whilst discussing the possibility of a goodwill gesture (not charging postage) i asked if a manager could perhaps allow a goodwill gesture for free postage to which she replied “i am the manager” I’d like to know how the company feels about this. I wouldn’t be happy if my staff were suggesting I order a minimum of £40 (knowing that you’ll return most of it) - just to get free delivery. It costs the company far more than a little common sense and discretion. Plus I feel very under valued as a customer and will share my bad experience.”

Helpful Report

Posted 5 years ago

Dear Rachel, Thank you for your review. We are sorry to hear you are unhappy with the service you received when you spoke to us. We offer free returns for our UK customers where you can request an exchange which would not incur an additional delivery fee, however if the replacement item is needed sooner and a new order placed this would incur a delivery fee. Sorry for any inconvenience caused. Kind regards, first position

Posted 5 years ago

“I purchased Capezio Hold & Stretch Footless Black tights for my daughter. She is a petite 13 year old - 5ft tall and small build. We bought size 'small Adult'. However, she can barely get the tights above her knees! I was told that I cannot return these tights because they have been taken out of the packet. Disappointing as I have purchased many Mondor tights from First Position which are superb.”

Helpful Report

Posted 5 years ago

Hi Jacqueline, thank you for your review. We are sorry you are unhappy with the products received. We value your feedback and will certainly forward it to the relevant department. We hope you continue to shop with us in the future.

Posted 5 years ago

“Sorry, but I’m still waiting for my daughter’s shoes. This is URGENT.”

Helpful Report

Posted 5 years ago

Thank you for your review Abi, i have checked the tracking and i can see that your parcel was delivered on a next day service as requested. We hope you continue to shop with us in the future :)

Posted 5 years ago

“Returned 2 items 13/11, I have checked track and trace and they were delivered and received 15/11. Over 2 weeks ago. Rang twice and left my number for someone to call me back. Still haven't had a refund!”

Helpful Report

Posted 5 years ago

Thank you for your review Lyndsey, please accept our sincere apologies for the delay with your refund i can see that this has been processed for you. Sorry for any inconvenience caused.

Posted 5 years ago

“Sent some tap shoes back but never received the money back”

Helpful Report

Posted 5 years ago

Dear David, Would it be possible to contact us with a copy of your returns proof of postage so we can look into this for you as there are no returns on our system to date with your details. Kind regards, first position

Posted 5 years ago

“Ordered a 2 piece set for my daughter for her birthday and was sent a pair of boots instead. No more dealings with this cowboy company. Birthday ruined cheers.”

Helpful Report

Posted 5 years ago

Thank you for your review Mark. Please accept our apologies for the problems you have experienced with your order, i have looked into this for you and i can see that the order has been placed for an individual item and not a set. Sorry for any inconvenience caused.

Posted 5 years ago

“Mir war nicht klar, dass ich in England bestelle, die Rücksendung hat 18 Euro gekostet! Das macht den behaltenen Schuh natürlich so teuer und das ist dieser absolut nicht wert.”

Helpful Report

Posted 5 years ago

Vielen Dank für Ihre Bewertung, wir wissen Ihr Feedback sehr zu schätzen. Da der internationale Versand immer noch sehr kostspielig ist, können wir kostenlose Rücksendungen für unsere Kunden außerhalb von Großbritannien bislang leider nicht anbieten. Firsposition bietet allerdings einen kostenlosen Größenumtausch, dies bedeutet die neuen Schuhe werden kostenfrei an Sie geliefert und eine neue Bestellung muss nicht aufgegeben werden. Gerne lasse ich Sie wissen, dass Sie bei der Zahlung mit PayPal die Rücksendekosten bis zu 25 Euro und bis zu zwölfmal im Jahr erstatten bekommen: https://www.paypal.com/de/webapps/mpp/refunded-returns. Weitere Informationen, sowie unsere englische Rücksendeadresse finden Sie unter: https://de.firstposition.com/rucksendungen. Für den Fall, dass Sie dies noch weiter besprechen möchten, rufen Sie gerne unseren Kundenservice an: 0800 589 5229

Posted 5 years ago

Dance Direct is rated 4.7 based on 6,752 reviews