Horrific lack of service and…
Horrific lack of service and accountability from phase 8.
I've been a customer of phase 8 for 20 years.
It's my birthday next week. They sent me a code for 20% discount.
Tried to buy a hat online. The payment page wouldn't link to PayPal.
I called customer service and they agreed that there was an issue with PayPal payments. I then tried to pay by card. This did not go through either. No error messages or follow up from the website.
I called "customer service" twice in 2 days, to report the issues and was given no explanation. They have now permanently lost me as a client.
No purchase possible.
No purchase made.
Disgusting!
Review is 0, not even 1 star.
Reply from Phase Eight
Good morning Maria,
Thank you for taking the time to share your experience, and we're truly sorry for the frustration and inconvenience you’ve faced, especially as a loyal customer of 20 years, and ahead of your birthday, no less.
We sincerely apologise for the technical issues that affected our website recently, including PayPal and card payment processing. We understand how disappointing it must have been to receive a birthday offer you couldn’t redeem, and even more so to feel unsupported when reaching out for help. Please know that these issues have now been identified and resolved, and steps have been taken to prevent a recurrence.
We deeply regret the impact this had on your experience, and that it’s led you to feel let down by a brand you’ve supported for so long. Your loyalty is genuinely valued, and we would very much like the opportunity to make this right.
If you’re open to it, please contact our Customer Care team on 020 8877 4001 so we can assist you personally and ensure your birthday offer is honoured.
Thank you again for your feedback, it’s crucial in helping us improve.
Kind regards, Phase Eight Customer Care