Reserved Reviews 

I’m waiting for refund after they did not delivered my order since December it’s March. No replies after making case. Avoid!

My second and third orders with Reserved were honestly a mess, and the only reason I placed them was because my first order during the sales went perfectly. It was actually my first time buying from Reserved and everything arrived correctly, so I trusted the brand and ordered again.

Unfortunately, things went downhill fast.

For the second order, I intentionally ordered two sizes of the same brown jeans so I could try them and decide which size to keep. Instead, Reserved sent me one brown pair and one dark grey pair, clearly their mistake.
I immediately reported the issue and opened a return, but they refused to accept the return for both items and now want to refund only one pair of trousers. That makes absolutely no sense, considering the error was entirely on their side.

The third order was even worse. I went to collect it from the locker, and the package was completely open when I picked it up. One item was missing.
Honestly, I do not care whether this is Reserved’s fault or the carrier’s, their packaging tape barely sticks, and it is unacceptable that customers are the ones dealing with the consequences.

So now I’m expected to pay for two different mistakes that were not mine.

On top of that, customer service takes forever to respond, and now they have completely disappeared without resolving either issue.

I expect an immediate response and a proper solution. This is extremely disappointing.

Poor customer service

I wish I could give zero stars.

I ordered a jacket and socks from Reserved, but the parcel was never delivered. The courier, Evri, investigated and confirmed in writing that the parcel was lost and that Maersk (their logistics partner) had already been informed.

Despite this clear confirmation, Reserved repeatedly refused to refund me. Instead, they kept asking me to “wait for updates from the courier”, even though the courier had already confirmed the parcel could not be located and would not be delivered (three times).

Even after weeks passed and I provided written proof from Evri that the parcel was lost, they still refused to process a refund and continued sending scripted responses about “standard procedures”.

At that point I had no choice but to escalate the issue to my bank and open a chargeback for non-receipt of goods, which resulted in a temporary refund.

The most frustrating part was not just the lost parcel but the complete lack of customer care, ownership, or empathy. I paid for goods that were never delivered, yet I was treated as if I needed to prove something or wait indefinitely for their internal processes.

This experience has been incredibly frustrating and time-consuming. I will never order from Reserved again.

EDIT:
To reply to Reserved’s response: My order is lost. You have been informed by Evri in writing three times. You chose to ignore it. You do have my email and my order mumber as we are in touch for 3 weeks where you send me the same vague response and still refuse to refund me. Utter joke.

Slowest online service ever! How can one online order take 2.5 weeks to arrive - 20100835537? I ordered this skirt on Feb 17th. What is the reason for the delay?

Over a month has passed since I paid for my order (No. 20100825985), and I never received anything. After repeated follow-ups, I was ignored or given meaningless responses.

Now they claim they will only refund me once the parcel is returned to them — even though it was never delivered to me. So they take your money, fail to deliver, and then make you wait indefinitely for a refund.

This is completely unacceptable and shows a serious lack of responsibility and respect for customers.

Be very careful before ordering. I deeply regret trusting this company.

Customer service is a disaster. There is an missing article in my order, parcel is not damaged. I am sending an email. First person doesn’t understand my request. I reply… no answer. I contact them a week later through WhatsApp… an AI bot… I receive then an email asking me to fill a document. I am sending it back and no answer since 10 days. I am hesitating to order again… My issue isn’t bad and I have never had so far. But now I don’t feel confortable anymore to order again.

My order is 12908888435. I am about to open a PayPal conflict.

@reserved : your customer service has sent me an email again asking to fill a paper I have sent 10 days ago, do they check when we are replying? UNBELIEVABLE!!!!

Absolutely appalling non existent service regarding a refund for a returned order, seller emailed 13/2/26 advising refund made, by 27/2/26 still not received, literally impossible to get thru chat bot to speak with agent who told me everything I had already told them then told me to open a payment dispute with Paypal, told them had done that three days ago and that Reserved hadnt replied to Paypal to which the agent replied they couldnt do anything to speed the process up, well, replying to Paypal might be a start, so now Reserved have my returned item which was of utterly rubbish quality hence the return and also my money and I have no way of knowing when or if my refund will be received, agent also said they couldnt provide a copy of the chat....., avoid this Co at all costs, they are clearly dishonest and disreputable, not even worth one star.
UPDATE - seller has replied asking me to contact with order details, if they has actually read my review they would have seen that I have ALREADY DONE THAT.

I would give 0 stars if l could. I ordered xmas jumpers for kids beginning of Dec not enough, parcel was delivered to wrong address and took ages to arrive after xmas. Still no refund for my parcel, l been told to chase delivery company. But Evri told me to complain to Reserved. I paid through paypal and its on dispute for nearly 4 wks. No surprised as reserved dont reply to emails. Dont buy from them, waist of space company

Terrible return process and no refund

The clothes are nice though the sizing runs small BUT the returns are a nightmare.
For one, you cannot amend it once the request was submitted.
For two, my return was received by the warehouse over 14 days ago and still no refund.
For three, there is NO WAY to get in contact with anyone and they do NOT reply to the emails, they just send blanket replies. I tried the online chat so many times but there are never real people there. The robot chat is useless as well and there is no phone number.
I am going to have to raise a chargeback....

AWFUL COMPANY. PURCHASED TWO COATS AND RETURNED BOTH BECAUSE OF THE BAD QUALITY. THE COMPANY ARE NOW LYING AND SAYING I ONLY RETURNED ONE. SCAM!! I AM GOING THROUGH THEIR COMPLAINTS PROCESS AND THE ARE BEING OBSTRUCTIVE - WILL NEVER PURCHASE FROM THIS WEBSITE EVER AGAIN.

I contacted live chat to report that my parcel is damaged severely. The box partialy open & some of the items dirty & damaged. I enquired how I'm to return these as well as some of the other items which were unsuitable, as the box is not useable.

The agent was extremely unhelpful & seemed deliberately lazy & incorporative not answering questions, not providing information to me. Told me I have to arrange a box.

when I highlighted that I'm not supposed to have to arrange my own box I'm supposed to be able to use the box the parcel was delivered in, he offered nothing, no useful or helpful response, he became unresponsive to the point that I decided to make a complaint.

I expressed a request for him to log a complaint & provide me the complaint ref number. The agent merely responded with his opinion & approval, telling me 'sure, if that's what you want you can do that'.

I didn't ask for his opinion / approval, I had explicitly made a request for him to log a complaint & provide me the ref number.

When I highlighted this to him, only then did he inform me that I personally have to make the complaint myself, in other words he as the customer service agent is not able to log the complaint, only the customer can do it.

I wondered why he had declined to accordingly inform me of this, as well as him having declined to also accordingly inform me of the complaint process & provide me the necessary information & details of what I need to do, how I can make the complaint.
I obviously thought I was doing what was necessary to make a complaint, hence I had expressed my unhappiness to him & requested he log a complaint, but since that is not the process, he had a DUTY to inform me as to what the process IS, and what I need to do in order to make the complaint.

When I highlighted this to him, he outright LIED, claiming he had asked me what kind of complaint I wanted to make, using this LIE as an excuse for not doing his job, & having declined to inform me & explain that he cannot log the complaint & providing the details of what I need to do in order to make the complaint.

I reminded him that everything that has been said is evidenced by the live chat transcript, which I had downloaded!

Shockingly, he continued declining to inform me of the complaints process & what I need to do in order to make the complaint. I reiterated this several times, however he continued declining to do so.

It felt that he was being deliberately antagonistic & unhelpful, wanting to frustrate me, as there is no other, rational or reasonable explanation for his wanton & willingly obstructive, unprofessional, poor conduct & job performance, especially as I'd highlighted to him exactly what he needed to do if he was as incompetent as to be unaware of what he should do. I'd done 90% of his job for him, by directing him of what he needed to do, i.e. explain & provide me the necessary information so that I can make the complaint, however, he continued declining to provide the information to me, & the chat session concluded on that note!

I met further difficulty attempting to connect with other agents through the live chat, & getting nowhere as the AI bot simply told me that a customer service agent will contact me by email, however I have not received any emails.

I also emailed their customer service via the customer service email address, twice, & I have received absolutely no response.

I am thus currently in forced continued possession of a damaged, partially open parcel, which somebody at the couriers end attempted to mask by plastering brown tape all over the box yet it was so destroyed that the box was still partially open & severely damaged, barely holding together despite all of the brown tape applied to it upon arrival & containing damage and dirty items, some of the items not individually contained in the standard plastic wrapping, hence dirty &damaged.
I suspect the items were out of the parcel box at some point during transit as indicated by the fact that the box is destroyed & partially open. I suspect the items were strewn about outside of the parcel box, hence the dirty & damaged items & all the brown tape unsuccessfully attempting to repair the damage to the box.

The obstructive, uncooperative unwilling and unhelpful agent has given me nothing with which I can proceed and get this matter resolved & I am thus STILL in possession of this parcel, a situation which I do not want to be in!

I certainly do not want & I'm not willing for my money & payment made to be kept by Reserved, against damaged & dirty items.

This needs to be resolved & my money refunded!

This was the worst shopping experience I ever had! I waited incredibly long for my order to be delivered, they’ve sent me 2 packages instead of one without informing me, one was damaged and had to be repacked by DHL, one item was missing, the return took forever, they didn’t refund the missing item plus another one that I have returned, the customer service takes forever to respond and if they respond it’s not helping. Mind you that I initially ordered in November 2025 and my issue is still not solved!!!! I will never buy there again and can only recommend to not order from them!

I ordered for first time online with Reserved a few weeks ago. I liked a product on sale. When I checked reviews I was kind of regretting as most of customers aren't happy overall.
However I was pleasantly surprised from the begging to the end. The team was keeping me informed, the parcel arrived quickly, the product quality and size were perfect.
Now I can trust them and order more items in the future.
Keep up Reserved!

The worst returns process ever. I had an email confirmation that my return was processed. 2 weeks later I still have no money returned to my account. Emailed customer service multiple times, but only getting standard responses such as ‘money will reach your account in 3-5 working days’, it was 2 weeks now and no further response. Will not order online again even though I really liked their clothes.

Took 6 weeks to receive the refund,as obviously the parcel with returned items went missing.
The customer service, however, quickly responded to my query and resolved the problem.

Customer service is SHOCKING.
Order no 20100827062 return was delivered to their warehouse on 19th February. I have tracking confirming this. No acknowledgement from Reserved.
It's impossible to get connected to a human on their website chat. I doubt there are humans there at all?? Absolutely shocking.
I do like their clothes but will never order from them again, never.
Where is my refund, Reserved?

Such a bad experience. Order never arrived. No refund yet been 2 months. Made to jump through hoops to get a refund. DO NOT SHOP HERE

Worst of the worst! DO NOT EVER BUY ANYTHING ONLINE ! worst customer service. I spent money on the coat 6 weeks ago ! No coat , no money !!!!even so they sent me email saying that the parcel is going back to them because of the logistics issue!! And still can’t refund my money !!!! Unless idiots

I returned three items within the legal return period and provided confirmed EVRi tracking showing the parcel was delivered to Reserved’s warehouse.

What followed was weeks of shifting explanations, repeated paperwork, and complete refusal to take responsibility.

First I was told certain items were “not listed.” No evidence was provided. No photos. No warehouse report. Nothing.

I was then told to complete a declaration form. I submitted it. I was told it had to be handwritten. I rewrote the entire form by hand, listed every item clearly, signed it, and sent it again.

Then the explanation changed. I was told the items were not physically inside the parcel. Again, no proof. Just another allegation. This directly contradicted the confirmed delivery of the return.

I was repeatedly asked to resend documentation I had already provided. Each response introduced a new obstacle instead of a resolution.

Only after continued escalation and opening a dispute with my bank was the remaining amount suddenly refunded. The final message stated that the warehouse had not reported any discrepancies.

So for weeks I was told items were missing, yet apparently there were no discrepancies at all.

The explanations shifted depending on the email. The burden was placed entirely on me despite confirmed delivery. The process felt obstructive and designed to exhaust the customer rather than resolve the issue fairly.

This was not a simple delay. It was a complete lack of transparency and accountability.

I will never shop with Reserved again.

If you expect a straightforward returns process, think very carefully before ordering. It took over a month for me to receive one simple refund.