Alexandra Opiniones 11.204

Shocking returns procedure.
Why can't you just give me an address to send my parcel back to instead of having to wait in for a collection that never arrives? Ridiculous beyond belief. Emails & webchat don't work!!!

Update; My parcel was finally collected but l have had no confirmation of receipt, nor any sign of a refund. I have all the relevant information to take this further if necessary. I will definitely be using a different supplier in future. I have used Alexandra for over 20 years & can't believe the difference in both products & service. Such a shame

I ordered personalised t-shirts, trousers and a fleece. The offer was 10% off. The invoice showed the discount £1.68. My maths tell me that £1.68 is 10% of £16.80. I paid £87.36. I told them to cancel the order, they said I should receive it and then return it for refund. I got a refund of £35 in December. The order was placed at the end of August. What else can I tell you? Alexandra.co.uk is definitely a strange deal, packed in a shiny glossy website, probably run by robots because you can't reach people, and they ignore you for months, just to get you at your wits end. So one star is too much for them. Alexandra.co.uk should not be trading, as they are doing very fishy stuff. Illegal for sure.

Good morning. A an automated reply from alexandra.co.uk saying they can't locate my order does not make my review un-genuine. This is what they do, they just send out copy-pasted messages. I have all the proof you need, dear Trustpilot, could I just upload here screenshots of all the details I just gave in my review, the invoice, the exact dates since when the order was placed, their replies? I have just send them, for a fifth time, the details they asked, but they will probably say thay can't find the order. Chaos. On customers' money.

Every year I order five trousers and five tunics. I am a self employed person. I ordered the same size and colour as in previous years. This year the order arrived and the tunics were extremely tight I have not changed my dress size. I then telephoned regarding this and was told to send the tunics back. This phone call took 40 minutes !!! DHL had to pick them up from my home which I'm never at because I'm self employed I did not have any other option. The tunics were picked up on 06.11.25 I did not receive my refund until 03.12.25. I also requested a credit note for the returned tunics so I could have a paper trail for my accounts and I still haven't received this.
I will never use this company again the customer service and returns service is terrible the time I have taken to try and deal with this has been so time consuming and I really don't have any time to waste dealing with something that should be a simple transaction. If you want to save yourself an almighty headache I would recommend any other company.

I run a business called Toolbox Titans and recently attempted to purchase uniforms from Alexandra. At first, I was impressed by their range of workwear and thought this would be a good fit for my company. Unfortunately, what followed was an extremely disappointing experience that I feel compelled to warn others about.

I wanted to add my company logo to polo shirts and other items. However, I was shocked to discover that Alexandra charges a separate personalisation fee for each individual item, which made the prices skyrocket. When I raised this concern, I was advised to email their emblem team and pay an additional £25 so my logo could be stored on my account. I did exactly that, but received no response whatsoever.

Still trying to resolve the issue, I contacted customer service again. I explained that it was unreasonable to keep charging personalisation fees when I was using the same logo each time. Their advice was to purchase one item with the logo, after which it would supposedly be saved to my account. Trusting this, I ordered a single polo shirt with my logo. The cost? £55 for one shirt.

I then waited. And waited. In total, two months passed before the item finally arrived. To my dismay, it was not personalised at all—just a plain polo shirt of average quality, with no logo. After all the time, money, and effort, I was left with nothing but frustration.

This experience was deeply disappointing and felt completely unfair. If you are considering Alexandra for your business uniforms, I strongly advise you to think twice. Based on my experience, the process is unreliable, the costs are excessive, and the promises are not delivered.

Take this as a warning: avoid this company.

Very bad experience, Ordered uniforms for our students, deliveries were late, incomplete. There is major Lack of communication, we have lost trust in the company. This has caused us and the students a lot of stress and frustration, if possible I would have rated 0.

Awful company, doesn’t deserve one star I would give minus if possible. Placed an order, never received a confirmation, items came after 3 weeks waiting. They were too large so I sent them back using their extremely frustrating returns method. They received my item on the 16th of October and after 3 emails and 5 phone calls finally received my refund today on 21st November! DO NOT WASTE YOUR MONEY HERE

DO NOT EVER ORDER FROM THEM.
I give Alexandra 1★ only because zero stars or negative stars don’t exist.

Order AW901028219 – I returned EVERY SINGLE ITEM, and after weeks of chasing, they only issued HALF a refund.
No explanation. No invoice. No breakdown. Nothing.

Emails ignored, calls unanswered, chat useless.
The only thing they managed to send was an automated message and a discount code — which was actually insulting.

This company has caused nothing but stress and frustration.
I would NEVER ever order from them again. What a hustle.

Wish I had read other recent reviews before ordering. Ordered 2 pairs of scrub bottoms which unfortunately despite being short length were far too long. Tried to email to organise a return and didnt hear back for over a week. So then I phoned the customer services spent about 20 minutes in a queue waiting to speak to someone. Now items have been returned 4 working days ago (6 days including weekend) and have had to spend another 20 minutes on the phone as havent had any confirmation of return of items or anything.

I would give 0 stars if possible, really difficult to find out how to return an item or get a refund, you cannot get through to them and they don’t reply to emails. When you do get through they are rude and dismissive.

I ordered 2 women's shirts over a week ago. No acknowledgement email (of course, the money's come off my credit card!). Have tried to contact via online option and email, just get the 'we are very busy and aim to respond in 7 days'. Rang today, and have a 22 minute wait time. Selected call back when I get to the front of the queue, but don't anticipate receiving that call based on the service I've received so far. For a company with a Royal Warrant and a long standing name in workwear, the current service is unacceptable. Will never order from them again. Needed the shirts for this weekend, 11 days after ordering. Totally rubbish :(

Ordering items was a swift process. Delivered promptly by DHL with no problems at all. I was really happy overall but the returns process on the other hand is like nothing I’ve ever experienced.

Whilst the majority of other retailers (large and small) operate a modern digital returns process with QR codes and simple courier options, it took me almost 1 hour to arrange a return with this company.

The Chat facility is useless and when I emailed (as instructed) the automated response stated I would receive a response in 7 days, which is unacceptable for a simple return.

I continued on the chat as need these items refunded at the earliest convenience. I was helped by a lovely girl Lauren, who I appreciate is not responsible for any of the systems used by this company and I’m sure she has the misfortune of dealing with disgruntled customs on a daily basis due to these inadequate processes .

I was given the one option of having DHL come to collect my parcel. I then had to wait a further 6-7 minutes for an RMA number to be generated , but in the end chose to process the return myself through Royal Mail as this hugely dated system requires a massive shake up.

It really doesn’t need to be this difficult and urge management to invest in and procure
an adequate structure that reflects the digital age in which we all live today

Wasted all week trying to place an order online with this company. Everytime the site cancelled it . Telephone calls after telephone call being promised a call back so someone would take the order and payment over the phone. Never once did they phone back . After copious calls and promises to call back which never happened I was told Alexander don’t take payments over the phone !!!! Gave up and got my order elsewhere so much easier . Will never use this company again

We ordered uniform worth £1.5k for our care agency and were waiting more than a month for it!

What an awful experience. We haven't received the uniform still. The company mentions that the problem is with the DHL Delivery, however no one from Alexandra gave us any calls or told us anything until we have contacted them about this issue. Very bad experience!

Awful company. I made 2 orders in September, of which the first order I returned 2 items and am yet to receive the correct amount refund. The second order I returned one part of it, yet again still awaiting a refund, the other item on the order I never received. After attempting to call and sort out refunds they hang up as you get through, do not reply to emails or Facebook messages. I’m now £50 out of pocket as they have not refunded me. Absolutely awful company with poor communication

Excellent quality uniforms and reliable service from Alexandra. The materials are durable, comfortable, and look professional. Orders always arrive on time, and the customer service team is very helpful.

Absolutely shocking. Ignore all contact from customers.

DO NOT PURCHASE FROM ALEXANDRA

Poor returns policy and poor communication by team

This company is a disaster from start to finish. Not only have they failed to deliver the crucial lab coat for my daughter, but they also cannot manage their finances:
​Missing Item: The lab coat has not arrived since ordering on 4th September.
​Double Debit/Charge: My account was incorrectly DEBITED TWICE for £61 each—a total of £122 taken for one missing item.
​Ghosting Customer Service: My emails are completely ignored, or I receive a useless automated reply saying the order is "processing." This is unacceptable.
​I have been robbed of £122 and have no product. Avoid Alexandra Company at all costs! Sort out my order and refund the double charge immediately.
UPDATE: I've been contacted promptly by the customer service team who apologised for the error of keeping the item online despite being out of stock, and offered to cancel the order and provide a full refund. Also , they explained that the double charge was in error, and promised to provide a refund. I'll come back here for further update once I receive both refunds.
UPDATE 2: I've been refunded the £122 today. Thank you

Communication is absolutely shocking with this company. placed an order 12th September and still says processing with no communication. Still waiting on the 27th October. Tried to contact to no avail. Feel this company are scammers

EDIT. information had provided. waiting on response. thanks.

absolutely shocking paid over £300 on card 21 days ago no response to emails, no calls, just cancelled with no refund. you call number always closed
DO NOT PURCHASE FROM THEM..
My legal team will be in touch.