Anushka Kandola

I was having trouble getting my defective Balenciaga bag repaired through Netaporter (I originally purchased the bag through them) and Emmanuel from Balenciaga's customer service team helped me to make it happen. He went above and beyond to chase down the right people for me and he was super responsive throughout the whole process. Tip top customer service that I've not experienced anywhere else!

Aftercare service is terrible. Purchased a Balenciaga bag from them (which is defective) and should be under warranty. I have contacted them for a repair (as suggested by Balenciaga) and they do not reply to emails. All other online stores offer repairs on luxury bags as standard. Will not buy from them again.

I was sent an item that did not match the description on the website. I did contact them to try and resolve the issue, which was hard as there is no phone number and a massive delay in response times. But eventually (after I wrote a poor review) soemone got back to me and was very helpful. As such I’ve changed this review to 4/5 stars.

On several occasions, I’ve received a damaged item. Not acceptable for a supposedly ‘luxury’ shopping experience.

Being able to expense health benefits is great, but unfortunately the calibre and experience of their therapists is really poor. I’ve had two separate therapists through them. Sessions were unstructured, unprofessional and they used unresearched methods.

I’ve purchased many items items from Toteme over the years. In particular, I have several garments made from their ‘signature double wool’. Unfortunately, the last item I bought in this fabric did not match the rest, despite the description saying it was the same fabric. The fabric is less dense, less heavy and it looks and feels cheap.

I contacted customer service about the issue but they were rude and unhelpful. I replied asking why they do not practice quality control and they ignored me. They have lost a loyal customer.

I returned a pair of glasses frames to Moscot (it cost me £20 return fee!!) and they arrived over two weeks ago, but I’ve still not received my refund. I have messaged their support team over and over again but nobody replies. I’m shocked that a company of this size is treating customers this way. My order number is F271922.

Order number JML24767929.

Royal Mail tracking: HZ543737321GB

I was sent the wrong item in December. I returned it to you and it arrived at your warehouse on 31st December - three weeks ago!

I have emailed you several times asking for my refund and you do not respond. The tracking number says that the item arrived three weeks ago! Since you do not reply to emails, I will have to post on here until you give me my money back!! Worst company I’ve ever dealt with.

They sent me the wrong item. I returned it before Christmas and I have still not received my replacement item or a refund. They have my money and do not respond to emails! I am resorting to this review in order to get this sorted.

Sent me the wrong product and they refuse to resolve it. All emails are being ignored. I have explained countless times that I cannot get to the post office due to illness and they ignore it each time. What do I do? They have my money and I am stuck with the wrong product.

They sent me the wrong item in the post and expect me to take a taxi to the post office to return it to them (I am not well so cannot walk there). Plus the queues to get in are around 40 minutes. Taken a week to get a reply from customer services and they are being no help whatsoever. Terrible customer service.

Shocking customer service. Very expensive jacket arrived with stains on the sleeve and covered in dust. Appalling customer service, they suggested I get the item dry cleaned. Spent hours on the phone trying to return it. When messaging on social media, they do not respond.