Chums Opiniones 1081

Pair of slippers (finally) arrived, almost a month after being ordered, and I object to being bombarded with emails to buy more clothes from them before I've even received my first order. My first and last experience with them.

I only gave Chums one star because I did not think my rating would work if I gave them zero. I bought 2 pairs of shoes from them in August. I wore the blue pair but within 3 months the sole split and let in water. They did give me a refund on this pair as a "goodwill gesture". So I then started wearing the beige ones and they too split and let in water. No refund this time. They "could not deviate from their policy" of not giving refunds after the three month period has elapsed. I explained that I only wear one pair of shoes at a time ( presumably like most of their customers). I cannot deviate from my policy of honestly reviewing there shoes - but do not have a three month limitation on recounting my experience.

PLEASE NOTE YOU HAVE SIX EMAILS WITH ALL THE DETAILS. NOTHING ELSE TO GIVE

They have withheld an elderly ladies money as they sent a refund cheque with wrong name on it. I have POA to deal with her problems due to her poor hearing. They don’t accept me and keep telling me to get her to ring. They owe her money as the goods were not available. Don’t use them if you don’t want to lose money
I hope whoever owns them steps up and stops their poor customer service.
They want you to ring as it is an expensive call. Don’t.

I take back what I initially put on, the coat is now in stock and I've ordered and paid for it. Must be my impatient nature. But everything is good with me. I get an happy husband now.

Was easy to process order, good price and value, fitted perfectly and delivered in 48 hours from ordering thanks. Not had to use customer services so far hope you can improve according to previous reviews obviously letting you down

Terrible experience, wasting time on the phone to run up the bill as it's a paid line. Gave a return code that didn't work. Avoid avoid avoid.

I dont want to even give 1 star !
You are absolutely diabolical
You have stolen from my elderly mother ! And from what I can see in the reviews 100s of others ,
Ordered and paid for boots , they cashed the cheque but she never received the boots which seems to be a ongoing situation based on the reviews,
Absolutely disgusting,

Absolutely terrible experience I will never order from these again - customer service is terrible. Bought 2 items returned them both items and never got full refund.

Order numbers - 6134611 & 6134665
I made a number of phone calls to the call centre to be told they would process both refunds only to receive a partial refund.

Worst possible company ever. I would not recommend unless you want hassle. Ordered an item for my grandad and it didn’t come apparently it didn’t get sent, so I’ve emailed and they sent it out again yet I’ve not recieved it. Horrific customer service and company. AVOID

I wrote a review last week but Chums have removed it as "suspicious"! I am not pleased. My complaint was that they overcharged me by £9. I ordered online and a discount code came up automatically and the payment summary showed £95, (=price, delivery fee , less discount). I input my credit card details and found that Chums had debited my bank by £104, (=price, delivery fee and no discount). I contacted Customer Service twice, but they said that the payment had gone through and that was that. BTW I should be pleased in future if retailers would not "remove" my genuine reviews from Trustpilot.
Reply from Chums 16 Feb, I sent further details. Now waiting for a response.
note added 24th Feb: Chums have now acknowledged that my order form showed less than was debited to my credit card and have refunded me the £9. Issue resolved.

This is the response you gave to my last review as part of the same purchase;

Karen
Chums
2 days ago
Thanks for your feedback. I'm sorry to hear the incorrect size was received. We have contacted you directly via email with more information regarding this review. Hopefully, this will rectify any issues raised here and we look forward to hearing from you.

I have today received a pair of jeans. This is the 3rd pair you've sent me and again the size is completely wrong. The bag bears the correct size label but the jeans are the wrong size, again. If I could actually fit in them, the legs would be around my knees.
What has happened to your company ? It appears to have gone to rat shit. I will be returning the jeans, for the third time, but will request a refund as opposed to an exchange. A month later and still haven't received the correct goods.
Never again.

As per your response - no further info has been requested from myself??

Shocking customer behaviour - I have an email advising that I was getting a refund before Christmas and it still hasn't been paid to me, now ignoring emails!!!! Would not recommend this company at all.

I have been a customer of Chums for several years and have always found delivery to be consistent and the quality of the goods always reflecting the price paid.

However, as using the phone is problematic, I have attempted to contact Customer Service about an issue, three times via their online ‘contact us form’ and received no response.

Sadly, I will now be ordering from elsewhere.

We would rate it less if we could
Ordered puzzles on 11/12/25 cost £31 including postage sent wrong ones, rang them told them they had sent wrong ones, ok they said we have the right one in stock we will send it out to you after you pay for them again and express delivery! My mother did, oh how wrong!
But you won’t get a refund for the first lot until we have them back at the warehouse! They arranged collection given 5 dates that they would be coming to collect. Then get a letter through the post saying sorry you jigsaw is out of stock. Please ring us to arrange a refund! So did. Asking what year was the other parcel being picked up as 5 dates had gone for no one to turn up! But still can’t get a refund until they get it back. Finally get a refund for second jigsaw which was out of stock but not for postage even though they didn’t send it another 2 hours on the phone arguing where is her refund for postage well you don’t get a refund as you are returning it! NO you didn’t send it. And so goes on finally 6 weeks gone by and still arguing over the postage but today finally a refund for it and the parcel that was sent wrong has gone back and a refund for that as well

This was your response to my review
"Thank you for your review and please accept our sincere apologies for the delay in responding to you.

I am very sorry for any frustration that this may have caused.

We would really appreciate the opportunity to look into this further and ensure a resolution is reached as quickly as possible.

I have requested further information from you via the Trustpilot platform and would be grateful if you could respond with the details we require so that I can reach out and put this right.

We look forward to hearing from you.”

Just a load of fobbing off, you also said on my Feefo review that you had contacted me via email (this is a lie)
I don’t know what further information I can give apart from the order no (6189729) and the fact that I have not received it after more than 3 weeks since the order date and when you took my money.
I have messaged and emailed with no response whatsoever.
As far as I am concerned chums is a fraudulent company and I will be taking this further.
Yours D Pratt.

Reached out to you Rachel,

Are you going to make good on your statement or was it for the reviewers who look at these sites first.
No contact since sending you information as requested. Moving forward I think it’s best I don’t hear from you and let people appreciate how much this might cost them in hidden fees…

£10.05 for a phone call to place an order with this company. My father was put on hold bounced about between call operators… who I am sure sitting next to each other laughing at the money they are extorting from vulnerable people. Should be highlighted what they do to people and the older generation they target this type of company needs to have trading standards look at them

I brought a pair of boots from Chums, on the third time of wearing the boots, the lace up eyelet came away from the boot. I returned the boots Via their dedicated courier and asked for a refund due to poor workmanship. I have tried contacting their customer service four times to no avail. Their customer service does not exist. I have raised a dispute with pay pal and wait in anticipation but not much hope. Beware of Chums their products and service are rubbish my wife say's I not allowed to swear.

I ordered a pair of walking boots in the sale. They looked really nice and were very comfortable, initially I was very happy. As with all new footwear that I buy, I treated them with a protective spray, but when walking out in wet weather they became badly water-stained and look awful. Very disappointed, won’t be buying from them again.

I ordered 5 multipack jigsaw puzzles from Chums. The weight of the parcel was probably about 10kg. The items were dispatched in a black plastic bag. No box, no bubble wrap, no protection whatsoever. Needless to say when they arrived, there was significant damage to the items. As there is no guarantee that this won’t happen again, I will be seeking a refund rather than a replacement.

No responses either to two emails. The first one around delivery as my order sat at Evri’s depot for the best part of a week before being delivered. The parcel was a hot mess. It was muddy and the bag was burst open in several places but that was hardly a surprise. I know Evri has its own issues but the original packaging itself was an epic failure on the part of the warehouse.

The second email was about the damage to my items, including photos, but to date there has been no response….crickets!

So I phoned. It will take a week for my parcel to be collected unless I want to carry a 10kg parcel to the Post Office myself. It will then take the best part of two weeks for a refund! I originally wanted replacement items however there is no guarantee that the items will be replaced in appropriate packaging.

What a shocking way to run a business!

Good quality products, fast delivery and exchange.
Previously bought several pairs of trousers for my husband, all good quality and generous sizes.
Bought myself 2 pairs of fleece lined jeans - very warm however the elastic waistband requires a drawstring or a belt as they are heavy and slip down. I exchanged the other pair for the fleece lined trousers with drawstring waist - not as heavy but they do stay up. Very pleased with the fast exchange service and delivery - will buy from them again.
Surprised to see so many negative reviews as I have mostly been delighted with the products, service and delivery from this company.