Received Dress within 3 Days! Dress was beautiful, better than on website so pleased, packed really well hassle free experience well done NeedleandThread.

I had a wedding to find a dress for, ordered multiple different styles, one was perfect. Returned the rest via DPD. Got a refund in less than 10 working days. Seen the negative reviews here so just wanted to write and say I had absolutely no problems. Would buy again. In fact have put another order in already. Clothing is beautiful.

I had a wonderful experience with Needle & Thread customer service. I expected a black hole of communication given the reviews here! I initially ordered a size 10 for my wedding dress and a week later received an email stating that 10 is not available - I had to switch to an 8 or a 12. After reading the reviews, I got super scared thinking they won't even make the change - let alone deliver it on time. I contacted N&T via their IG account and within 24 hours received a response. The customer service agent changed my order to a size 8 manually on their end and expedited my shipping so I received the dress within 5 days. My aunt called their customer service separately and was able to get through to an agent. So it is been manned. I feel that sometimes we only provide reviews when we need to vent which means a very biased picture appears. So just trying to balance it out. Not an ad, not paid. Just an incredibly happy customer!!

Returned a dress, this was delivered back to their warehouse on 02/09/21. Still no sign of a refund (10 working days wait at the moment apparently). No answer on the phone, they do not respond to emails, and the replies via facebook messenger are few and far between. Avoid at all costs. Their dresses are not cheap, and when they don't fit, you wont get your money back.

I ordered a dress on the 02/09/2021. The delivery should be 3 days. I only received an automatic order confirmation, no further e-mails. No updates about delays and no reply on my e-mails. This is the WORST service ever experienced. Do not order from this website because you won’t even receive your items nor a response on your e-mails. Oh I also tried to call the customer service but of course no response. Very disappointed in this brand, baddest service ever.

I ordered a dress for a wedding over a week ago . It has still not arrived and despite sending 4 emails to customer service I have had no response. Could someone just let me know when I can expect it , worried it will not arrive in time

Edited: It took them some time but in the end I got a response and a refund, so I changed my rating. They don't seem to be well organized which is a real pity as their dresses are gorgeous! I wish I had read the reviews before ordering. I ordered a dress that I needed for a special occasion and expected - as it was marked "available", that it would be dispatched asap. Many days later, I still didn't receive info about the item being dispatched, so I tried to contact their customer service, first by mail, and then by phone when my mails did not generate any response. Their phone line is not working, so customers have no means to get in touch with them. I sent a mail stating I would like to cancel and get a refund, but suppose I will have to go through my credit card company to set this straight. Very sad, because I already have one of their dresses and it's beautiful. Better order their dresses via other webshops.

I thought I’d leave a review because I was very worried when ordering, having read the reviews afterwards. But my experience has been great. I ordered a dress on the 12/08/21 (Thursday), it was delivered on the 18/08/21 which is 4 working days - despite the website saying to expect delays despite sale. I received a return sticker to put on package if needed. The dress is BEAUTIFUL. Fits true to size and like a glove!! I also emailed them on the 12/08/21 regarding a different dress and if they were going to restock - customer service replied to me the next day! All in all I am so happy and will definitely buy more from here in the future!!

Not quite sure how this company has achieved more than no stars. There is no customer care of any sort. No response to emails, no response to telephone, no delivery information, no courier notifications. They must be aware of the previous Trustpilot reviews and no attempt to diffuse. Cannot believe they will remain in business very long if they even are now. Avoid at all costs.

I didn’t even think about reading reviews prior to purchase as this brand is available on Harrods, NET-A-PORTER etc. I therefore naturally (I reckon?) expected a decent level of customer service from this company. Ordered my very first dress from them for an upcoming wedding. It has now been a week and no emails received other than the one confirming the purchase. I have called numerous times and, as per other people’s reviews, their line is not in operation. I sent multiple emails - no response. To say I am disappointed and unhappy is an understatement. They may have beautiful dresses so can’t comment on the quality and design but won’t be buying any dresses from this website ever again. It is COVID times and understandably some businesses struggle but all other (numerous) purchases that I recently made arrived within a couple of days and it really is the lack of any communication at all that is just shocking. I don’t gain satisfaction from writing negative reviews and rarely do so but paying £450 for a dress and having to spend one’s time and energy on chasing delivery and ending up with nothing to wear for your event is just not acceptable. I hope other people won’t end up in the same limbo!