Silk Fred Reviews

Name: Silk Fred
Rating: 3.26

3.3 Rating 466 Reviews

56 %

of reviewers recommend Silk Fred

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Metrics

3.3

Based on 466 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 55%
Accurate And Undamaged Orders	Greater than 87%
Customer Service
Communication Channels	Email, Live Chat
Queries Resolved In	6 - 12 Hours

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Silk Fred 5 star review on 24th October 2020

Caroline McMahon

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“No help at all with my returns. I’m £42 out of pocket. Will never use them again.”

Helpful Report

Posted 1 year ago

Hi there, please could you come back to me with some order details so I can take a look into this for you? We will also process refunds within the timeframe stated online. Thanks, Tamsin @ SilkFred

Posted 1 year ago

“ALL ROUND TERRIBLE EXPERIENCE - don’t waste your time or money on it. Ordered 8 items which arrived in 5 packages, all were poor quality and badly fitting and needed to be returned. Printed 5 returns labels and packaged these up and took to the post office, all accepted except one which had to go to a different post office due to the type of tracking. Took it to another post office and item accepted but they advised they don’t provide a receipt. A couple of weeks later, I realised I had not been refunded for this item and the tracking showed the item had not been received at the Post Office. Spoke to Royal Mail who are aware a receipt cannot be given by all post offices and advised that Silk Fred needed to raise a claim so the company can be refunded and they can refund me be able to refund me. I explained to Silk Fred by email what had happened and they clearly did not want to raise a claim and after several emails this was half attempted but not completed as they said it wasn’t possible. Spoke to Royal Mail again who do not understand why Silk Fred won’t complete the claim when the process is so straight forward and the reasons they have suggested it can’t be completed are incorrect. Several emails later and this is still not resolve and am now being completely ignored. So no new clothes, loads of wasted time on packaging up returns, going to two post offices and probably 20 plus emails to the unhelpful customer services at silk Fred to try and resolve this and £38 down for the lost item. If you’re thinking about buying from this company I wouldn’t waste your time or money when there so many better quality clothes providers!”

Helpful Report

Posted 1 year ago

Hi there, I am really sorry to read how disappointed you are. Unfortunately, as your return tracking doesn't show any updates, and you have no proof of postage, we are not able to make a claim as there is no proof that this item was sent. I am sorry for any inconvenience caused by this. Thanks, Tamsin @ SilkFred

Posted 1 year ago

“I am having a problem trying to access silkfred to request return labels on products received within the last week. I have tried repeatedly but just get directed to the "what's new" page. I don't seem to be able to get past this. Can anyone help?”

Helpful Report

Posted 1 year ago

Hi Julie, I am sorry to read this. I can see we have been in touch with all of your return details and your labels. If you need anything else please do drop us an email. Thanks, Tamsin @ SilkFred

Posted 1 year ago

“Absolutely terrible service and response times to a long term loyal customer. Refusal to repond to my request to raise a complaint, I've contacted them 5 times now and they've still not sent me the instrucitons on how to do this.”

Helpful Report

Posted 1 year ago

Hi Emma, I am sorry to read this. Unfortunately, we weren't able to accept your late return due to the process stated online not being followed. As a return wasn't requested within 14 days, we unfortunately, can't accept this. Thanks, Tamsin @ SilkFred

Posted 1 year ago

“Ordered a pair of shoes, warn twice to a wedding, noticed the sole of the toe was lifting away. Contacted and sent photos to silk Fred , which contacted the brand of the shoe. Just offered me 20% off towards the shoe to be repaired! I would of thought the brand would of exchanged them. Extremely disappointed”

Helpful Report

Posted 1 year ago

Hi Louise, I am so sorry to read this. I can see my colleague still has your email open and will look into this further with the brand. As soon as she has an update she will be back in touch. Thanks, Tamsin @ SilkFred

Posted 1 year ago

“Placed an order on 5th June, site said delivery within 5 to 7 days. Still not received as at todays date 27th June. Have sent several emails to SilkFred and eventually they have said they would contact the supplier. Still not heard from them! Have requested a refund several times and no response. How long do customers have to wait? This order was for £116, a lot of money to stand out of. Very disappointed, will not be ordering again.”

Helpful Report

Posted 1 year ago

Hi there, I am really sorry to read this. Please be assured if you are waiting longer than expected for your order we will of course get this sorted for you. If you are still having any problems, please do drop us an email so we can get this resolved for you. Thanks, Tamsin @ SilkFred

Posted 1 year ago

“If I could give 0 stars I would!! I ordered 2 dresses for a wedding, I had various other dresses coming from other stores too hence why I didn't create the returns label the day I received the dresses which was a week in total. I then caught covid and was very very ill spending 10 + days in bed, creating my returns online was the last thing on my mind. When I got better I then went to create my returns online, it wouldn't allow me as Silkfred have a 14 day returns policy. I emailed them asking politely if they would consider my returns as an exceptional circumstance, however, Lucy (senior member of staff) reads off a script and refused to accept my unused items (with tags on) and kept stating the 14-day policy. Even when I went back and asked for her to please consider my circumstance. I was a first-time customer and certainly won't return again!! My advice is don't purchase items from this site, 14 days is a ridiculous returns policy and for god, sake do not get covid, they don't have any compassion, infact the complete opposite. They really need to look at improving their customer service because it's appalling!! DO NOT BUY FROM THIS SITE!!!!!”

Helpful Report

Posted 1 year ago

“Ordered a dress which arrived and wasn’t great so I sent it back. Was promised a refund within 10 working days, which I waited. That came and went and after numerous emails back and forth I ended up having to open a PayPal dispute. I was told if I closed the dispute they would refund me. As if! Already waited 13 working days which is 3 weeks and no money ever sent back. I won’t be ordering again, completely shoddy customer service.”

Helpful Report

Posted 1 year ago

Hi Abbie, I am sorry to read this. If a payment dispute is opened, it does stop us from being able to refund you manually and we have to go through the dispute process which can take a long time. This is the only reason we did ask you to close the dispute so we can speed up getting this sorted for you. If you need any further help please do drop us an email. Thanks, Tamsin @ SilkFred

Posted 1 year ago

“If I could give them zero stars I would! I wish I'd read these reviews before I ordered. Another customer who missed the 14 day notification period by a few days because of being in hospital following having an accident. Same old response from customer services even though they would get items back within 28 day window. Absolutely appalling customer service. I will never order from them again and don't recommend you do either!!!”

Helpful Report

Posted 1 year ago

Hi Eleanor, I am so sorry to read how disappointed you are. Unfortunately, we aren't able to accept any returns which haven't had a return request on them within 14 days. This is stated on the returns form and on our returns page. Due to having over 800 brands online, we do need to stick to the returns timescales for the brands. I am sorry for any dissapointment caused. Thanks, Tamsin @ SilkFred

Posted 1 year ago

“While the SilkFred responds quickly, that is pretty useless praise, if they - have no power to act. - work out-of-hours relative to the suppliers - don’t show any initiative to resolve problems. WELL IN ADVANCE of my order arriving (because the supplier didn’t act on it for over a week; I was in contact after 2 business days!) I told SilkFred that the delivery would now be too late—Royal Mail would land up sending the items back themselves since I am out of the country for the amount of time RM will hold the packages - 14 days. SilkFred basically did nothing except send an email to supplier asking them for updates in case it was on the way already. Since no dispatch information had yet been received, SF and supplier AND I knew that there was time to act. The supplier clearly holds no regard for SF or the customer, as the supplier didn’t reply promptly or in a helpful way. Two days passed without any action by SF agent, who only works evenings from 5pm - illogical since the suppliers work day times. When I prompted SF again, the supplier, MOE, admitted the parcel had not even been prepared, and would only arrive the following week. Instead using logic to immediately halt the order and issue my refund, they both decided to go against my wishes and pursue the order anyway. And, to make matters more distasteful, this “original” designer is available through Amazon, and the exact same item is more than £10 cheaper. So much for Emma Watkins’ proposal that SF provides “unique fashion with fun and stress-free service”….”

Helpful Report

Posted 1 year ago

Hi there, I am really sorry to read how disappointed you are. With the overseas brands, they are shipped and the tracking doesn't update until the item reaches the UK, so it could have been that the order was already on the way to you which is why we couldn't cancel the order. I have looked into your order and can see that delivery was attempted within 10 working days. The same items should not be sold cheaper anywhere else so I will ensure this is looked into with the brand manager. If you need anything else please do let me know. Thanks, Tamsin @ SilkFred

Posted 1 year ago

“Ordered dresses for my 50th. Kept one of 4. Returned the other 3 using their returns labels but they have “allegedly “ only received one. Even though I have proof of postage they will not accept this. I am over £100 down and I will NEVER shop with this company again.”

Helpful Report

Posted 1 year ago

Hi there, I am so sorry to read this. Could you drop me an email at hello@silkfred.com FAO Tamsin so I can look into this further for you? Thanks, Tamsin @ SilkFred

Posted 1 year ago

“Beware - some of these items are shipped in from Poland .... so not a chance they will arrive in the 7 days promised. I contacted customer service and they know there are delays with this supplier, but are not transparent with shoppers. I've asked to cancel my order and they have refused (I'm not even sure this is legal). Royal Mail says it hasn't been dispatched ... but apparently it's on route ... I would avoid Silk Fred at all costs. It's such a shame, some of the items are lovely - but I wouldn't risk it again.”

Helpful Report

Posted 1 year ago

Hi there. If the item you ordered is from one of our brands overseas, the delivery timescale at checkout will reflect this. If your order has been sent for processing, unfortunately, we are not able to make any amendments. When an item is shipped from overseas, the tracking will not update until it has reached the UK. I am sorry for any inconvenience caused by this. Thanks, Tamsin @ SilkFred

Posted 1 year ago

“Due to illness I missed the 14days return window by a few days. It took a further 2 weeks to hear that the brands were unwilling to allow me to return or exchange for something that did fit. Such a shame this issue could not of been dealt with a bit more swiftly and the brands a little more flexible. I spent over £350 on various items and will not be doing this again. Disappointing quality and poor fit. What an old fashioned returns policy that doesn’t feel inline with what other brands/online retailers offer! I feel for the SF staff who have to send the “computer says no” emails. I am sure they wouldn’t have to deal with half as many emails and upset customers if the returns policy was a little more reasonable and inline with the rest of the market.”

Helpful Report

Posted 1 year ago

Hi there, I am really sorry to read you are disappointed here. Unfortunately, due to having over 800 independent brands online, we do have to stick to the set returns timeframe. This is stated online and on the returns form received with the parcel. I can only apologise for any frustrations caused by this. Thanks, Tamsin @ SilkFred

Posted 1 year ago

“Received my order just before going on holiday, however, the dress didn’t fit properly and by the time I returned 2 weeks later I was out of the ‘window’ to send back. I will never order from them again. Returns can be made within 28 days but they must be told within 14. So many other retailers out there who do not operate on these stupid rules.”

Helpful Report

Posted 1 year ago

Hi Suzi, I am sorry to read you are disappointed. Unfortunately, as a return wasn't requested on your account within 14 days we aren't able to accept the return on your order. Our return process is stated online and on the returns form received with the parcel. I can only apologise for any inconvenience caused by this. Thanks, Tamsin @ SilkFred

Posted 1 year ago

“Hugely inflexible return policy and timeframe to request a return. I have been seriously ill and sent an email kindly requesting they help given the situation. Immediate response - no we have a stringent policy. Stringent policies do not help your grow as business and you will receive low promotors, NPS. No doubt this will receive the same robotic response as other reviews around the 800 brands… 2 other online retailers kindly understood and helped with returns despite being outside their return policy. Now that is a reflection of true great customer service and valuing customers. Please SilkFred, do try better, this if your brand after all!!”

Helpful Report

Posted 2 years ago

Hi there, I really am sorry to read this. Unfortunately, we do stand by our brands their returns timeframes. I do understand this can be frustrating however we do have our return details stated online. I am sorry for any inconvenience caused with this. Thanks, Tamsin @ SilkFred

Posted 1 year ago

“I would love to order from silkfred but my god there are far too many unhappy customer reviews”

Helpful Report

Posted 2 years ago

Hi Ann, I am really sorry to read this. We do have a lot of happy customers, if you did place an order I am sure you wouldn't be disappointed. If you ever need any help, please drop us an email on hello@silkfred.com. We are always here to help with anything you need. Thanks, Tamsin @ SilkFred

Posted 1 year ago

“Completely inflexible return policy. I was ill and couldn’t arrange the return within the ridiculously short timeframe. I offered to take a credit note instead of a refund but it was a flat no. Their loss, I used to buy quite a lot from them, would never do so again and will warn others to stay clear! I wanted to return this order as cheap quality and ill fitting.”

Helpful Report

Posted 2 years ago

Hi there, I am so sorry to read this. As a website for over 800 independent brands, we do have to stick to our returns process stated online. I am really sorry for any inconvenience caused with this. Tamsin @ SilkFred

Posted 2 years ago

“Poor quality clothes and terrible customer service Dreadful company that does not accept returns. Terrible customer service and poor quality clothes. Although on their website they state they accept returns, do not believe them. I sent a jump suit back which was grossly overpriced and very poor quality and didn’t look anything like the website photo. I was slightly over ‘14 day return’ as I had Covid and was unable to send it back due to isolation. The company refused to refund the money and sent me the jumpsuit back a month later. Despite multiple emails to Silkfred they refused to refund. The jumpsuit was £65 very cheap looking. Silk Fred claimed that their ‘brand’ would not refund but it’s their responsibility. A poor excuse and I do not accept this denial of responsibility. I would never buy from them again and would strongly recommend you to shop elsewhere.”

Helpful Report

Posted 2 years ago

Hi there, I am really sorry to read how dissapointed you are. As a website for over 800 independent brands, we do have to stick to the returns timeframe stated online. Returns are at the brands discrection, and we do state online that if they aren't received in time or in suitable condition the brand do have the right to refuse a refund. I am sorry for the inconvenience caused with this. Tamsin @ SilkFred

Posted 2 years ago

“I waited over 2 weeks for my tip to arrive - it’s very cheap looking infact it’s hideous”

Helpful Report

Posted 2 years ago

Hi there, I am really sorry to read that you were dissapointed with your item. If you haven't, please do contact us with your feedback so we can ensure this is looked into further with the brand. Thanks, Tamsin @ SilkFred

Posted 2 years ago

“Large gaping hole appeared along the seam of blouse after only third wear. SilkFred wouldn’t offer refund or credit note as it was outside of their faulty product return window. I’m sorry but I do not expect a £42 blouse to fall apart after only it’s third wear. Really poor quality material and disappointing customer service. Needless to say I won’t shop at SilkFred again”

Helpful Report

Posted 2 years ago

Hi Victoria, I am really sorry to read this. We would only not accept a faulty return if it is over 6 months old. If your order is within 6 months, please drop me an email at hello@silkfred.com FAO Tamsin and I will get this looked into. Thanks, Tamsin @ SilkFred

Posted 2 years ago

Silk Fred is rated 3.3 based on 466 reviews