Love their clothing. But making a return is a nightmare. No clear guidance as to how. Their automated replies to your emails are frustrating. Pointing you to the same useless information for returns.... Se mer
Företaget har svarat
Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
Have been wearing Animal since a teenager and still love the brand, comfy, well made and good designs, always a nice good smooth process whether in store or online! Shout out to the Cromer team, had a... Se mer
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I bought 2 pairs of flip flops because the husband suggested Animal. I had a pair years ago but had forgotten just how comfy they are until the new ones arrived. Now every time I wear them I say ‘I fe... Se mer
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What fabulous service by Pina. I called to see if I could return a faulty item received today from an online order in my local store, which she informed me I could and also checked stock replacement a... Se mer
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Företagsinformation
Skrivet av företaget
Our story began back in 1987 in the South West when two surfers designed our first product. Their brainchild, the ‘Hook and Loop’ watch strap. It was here that the Animal name was born, and an iconic adventure began. Over the past three decades, we have grown to become a leading lifestyle clothing brand for those who share our free-spirited mindset. Our in-house design teams take inspiration from our coastal beginnings teamed with an understanding of today’s customer needs, to create authentic, effortless looks that combine our passion for adventure with a contemporary style. As part of our continued evolution, we’re on a mission to be kinder to the planet. We’ve changed our design and manufacturing process to include more responsibly sourced materials wherever possible. We care about our planet, customers, and future generations. So, we make clothes that last a lifetime and leave little impact on the environment all while retaining the passion for adventure that started the journey all those years ago.
Kontaktuppgifter
5 Eccleston Street , SW1W 9LX, London, Storbritannien
- +44 (0) 20 3828 7700
- help@animal.co.uk
- www.animal.co.uk
3,9
Bra
8 tn omdömen
Ingen aktuell inbjudningshistorik
Det här företaget har inte bjudit in sina kunder på länge. Omdömen kanske inte är representativa
Har besvarat 100 % av sina negativa omdömen
Svarar vanligtvis inom 1 vecka
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Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Good after sales service.
The customer care team attended to my query and took action quickly. From a customer standpoint this is encouraging and what we want to see.
8 september 2022
Omdöme utan inbjudan
Svar från Animal
Hi Richard,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW & Animal Trustpilot Team
I had to request a refund within hours…
I had to request a refund within hours of making an order. Within 24 hours this was processed for me with the help of Esha. This meant that the order was cancelled before if was picked and left the warehouse. Well done Mountain Warehouse for your super customer service!
5 september 2022
Omdöme utan inbjudan
Svar från Animal
Hi Michelle,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW & Animal Trustpilot Team
I am returning an item to Animal
I am returning an item to Animal. Awaiting refund, which is all in hand. Very helpful chap online. Muhammad. Quick replies.
26 augusti 2022
Omdöme utan inbjudan
Svar från Animal
Hi Sarah,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Muhammad was able to help you with your enquiry.
Thank you for choosing to shop with Animal.
Kind regards,
Calley
Animal Trustpilot Team
Still no refund
Returned items were received by Animal on 5th July, but despite numerous phone calls, emails, online contact forms and promises from the company, I still have no refund.
In today's call I was told "a colleague has sent the refund request to wrong team". Since I have spoken to many colleagueS, that has happened more than once! So, I'll now wait another 3-5 working days to see if this 'colleague' has got it right!
19 juni 2022
Omdöme utan inbjudan
Svar från Animal
Hi Sandra,
Thank you for taking the time to provide your review today.
Customer feedback, both positive and negative, is extremely important to us here at Animal as we continually strive to improve our service.
I am very sorry to hear of the issues you experienced with your order and that you did not feel the Customer Care helped you.
Please could I ask you to email your order details to me at help@animal.co.uk and add 'Trust Pilot #1366050' to the subject so I can email you directly about this.
Kind regards
Clare
Animal Trust Pilot Team
Still awaiting refund
Really nice sweatshirt but returned item, as too large even for a small, on 6th July and still waiting for a refund despite Evri showing returned back to them on 11th July. Now over 30 days since return and still no response from their "contact us" service sent 10 days ago
14 augusti 2022
Omdöme utan inbjudan
Svar från Animal
Hi Carol,
Thank you for taking the time to leave us a review.
We are very sorry to hear that your refund has not been processed in a timely manner.
I have contacted you separately regarding this and have asked the appropriate team to process your refund.
Kind regards
Calley
Animal Trustpilot Team
Mountain Warehouse faulty shoes
Bought a pair of shoes from Mountain Warehouse but after two months the lace loops started to break. I contacted their customer services and spoke to Esha who arranged for a replacement pair to be sent out as they were still in the warranty period. Amazing customer service, possibly the best I've ever had. Thank you Esha.
11 augusti 2022
Omdöme utan inbjudan
Svar från Animal
Hi Gary,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Esha were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
I called my local Moutain Warehouse and was redirected to their Head Office
I called my local Moutain Warehouse store as I could not find a refund due to me, on my statement. The shop told me to call their Headoffice and Philippa Wheatley answered. She was extremely polite, patienet and reassuring, as well as practical and helpful. Whilst talking with her I discovered that I had been given a gift card and Philippa explained how to check my credit on the card. All in all she helped me resolve the issue ina most professional manner throughout.
19 juli 2022
Omdöme utan inbjudan
Svar från Animal
Hi Daphna,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Philippa was able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
Excellent Customer Service
Excellent. I contacted Customer Services regarding a query and I had a quick reply back from Muhammad Shah who was so helpful and found out the status of my order - a real professional - great service - thank you.
13 juli 2022
Omdöme utan inbjudan
Svar från Animal
Hi Fiona,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Muhammad was able to help you with your enquiry.
Thank you for choosing to shop with Animal
Kind regards,
Calley
Animal Trustpilot Team
Poor response times / missing order
Placed an order online on 6th July, and paid for this. Received a message saying that due to the volume of traffic on the site, the confirmation would be delayed but to expect it within a couple of hours. Not a problem, or so I thought. It's now the 12th, and have still not received said confirmation but the money was taken from my bank.
Have used their "contact us" tool on the website and emailed twice up to now, and still yet to receive a response. Have tried calling, and unfortunately I don't have time to wait in lengthy queues online.
All I actually want to know is a) was my order processed, and b) if not, when will the money be refunded to my account.
12 juli 2022
Omdöme utan inbjudan
Svar från Animal
Hi Neil,
Thank you for taking time to leave a review.
I am really sorry to hear of your experience and I would like to offer my support.
I have not been able to locate an order or any email contacts under your name I'm afraid.
In order to look into this further, please can you email the full order information and details to customer.services@animal.co.uk
We look forward to your contact.
Kind regards
Calley
Animal Trustpilot Team
Returning an Item
I am so impressed with the speed and service I have received this morning from Bethany, one of the Customer Service representative from Animal.
After trying numerous times to download a QR code and find my local Evri drop off point so I can return an item (the link wasn't working), I sent an email directly to the customer service team. Within 2 hours I've had a response and received everything I need.
I would highly recommend Animal as this is the quickest anyone has ever managed a retail query for me so, thank you Bethany.
1 juli 2022
Omdöme utan inbjudan
Svar från Animal
Hi Kelly,
Thank you for taking the time to provide your review.
It is great to hear of your experience with Bethany in our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Animal!
Kind regards,
Clare.
Animal Trustpilot Team
Ben Fallon provided exceptional…
Ben Fallon provided exceptional customer service- helping me source an item in store that is no longer online. Speedy proactive just brill!.
Tysm Ben 💯👌
14 juni 2022
Omdöme utan inbjudan
Svar från Animal
Hi,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Ben was able to help you with your enquiry.
Thank you for choosing to shop with Animal!
Kind regards,
Calley
Animal Trustpilot Team
Excellent customer service
Excellent customer service when my order lost by courier. Replacements organised efficiently and I received them the next day. Special thanks to Hannah and the Customer Services team.
23 maj 2022
Omdöme utan inbjudan
Svar från Animal
Hi,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Hannah was able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
I had a wrong item delivered to me and…
I had a wrong item delivered to me and Phillipa and Sihame were a great help. Very quick in responding, friendly and helped me to get my original order send to me quickly.
19 maj 2022
Omdöme utan inbjudan
Svar från Animal
Hi Gine,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Philippa and Sihame were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
Wrong sized jacket...3rd time lucky!
I ordered a jacket and the wrong size came, I rang up customer services and a replacement was sent immediately...unfortunately this was also the wrong size. I rang again and spoke to a lovely lady called Philippa and between us we established the wrong size jacket was in a bag with a right size label on it....anyway philippa sorted the problem and the very next day the correct size jacket came! She was extremely helpful and kept me in the loop at all times. What a lovely change to get fantastic customer service like this!!
13 maj 2022
Omdöme utan inbjudan
Svar från Animal
Hi Sally,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Philippa was able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
Great products good prices
Great products good prices Responsive customer service.
13 maj 2022
Omdöme utan inbjudan
Svar från Animal
Hi Martin,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that they were able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
Wet weather clothes for Grandson
Ordered 2 coats and trousers. Trousers arrived well before given date, coats a couple of days later, but still before given date. I was worried when I collected trousers that the coats would not arrive in time, but the shop assistants in Weymouth were extremely helpful and gave me number for customer services to check. The call was answered straight away by a very helpful lady who reassured me that all would be OK. I was kept informed continuously by phone and email until my parcel arrived, still within the expected time. I was so impressed by the customer care, both in the Weymouth shop and customer services ( Hannah and Phillipa), that I would definitely recommend.
13 maj 2022
Omdöme utan inbjudan
Svar från Animal
Hi Nan,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our team and that our colleagues in Weymouth as well as Hannah and Philippa were able to help you.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
Excellent customer service from Heidi…
Excellent customer service from Heidi at Animal, will be ordering a lot more items as have done in the past, good quality goods as always, highly recommend.
Keith
12 maj 2022
Omdöme utan inbjudan
Svar från Animal
Hi Keith,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Heidi was able to help you with your enquiry.
Thank you for choosing to shop with Animal!
Kind regards,
Alix
Animal Trustpilot Team
excellent customer service
purchased some walking boots that started splitting at seams could not find receipt. However Philippa at customer service replacing boots as a goodwill gesture.
11 maj 2022
Omdöme utan inbjudan
Svar från Animal
Hi Paul,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Philippa was able to help you with replacing he boots.
Thank you for choosing to shop with Animal!
Kind regards,
Alix
Animal Trustpilot Team
Quick resolution
Philippa was very helpful in resolving an issue I had with a product. Prompt customer service.
11 maj 2022
Omdöme utan inbjudan
Svar från Animal
Hi Paul,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Philippa was able to resolve your issue.
Thank you for choosing to shop with Animal!
Kind regards,
Alix
Animal Trustpilot Team
Sihame was so helpful
Sihame Was the person I spoke to and she was very helpful. I wanted to change my shipping address and she kept me informed and was able to sort it out.
Really appreciated her help
10 maj 2022
Omdöme utan inbjudan
Svar från Animal
Hi Jane,
Thank you for taking the time to provide your review.
It is great to hear of your experience with our Customer Care team and that Sihame was able to help you with your enquiry.
Thank you for choosing to shop with Mountain Warehouse!
Kind regards,
Calley
MW Trustpilot Team
Detta är Trustpilot
Vem som helst får skriva ett omdöme på Trustpilot. Den som skriver ett omdöme äger sitt omdöme och detta innebär att personen i fråga kan redigera eller ta bort sitt omdöme när som helst. Omdömen finns kvar på Trustpilot sålänge omdömeslämnarens konto är aktivt.
Vi skyddar vår plattform med hjälp av dedikerade medarbetare och smart teknologi. Läs mer om hur vi bekämpar falska omdömen.
Läs mer om omdömesprocessen på Trustpilot.
Här är 8 tips på hur man kan skriva omdömen på bästa sätt.
Verifieringen hjälper till att säkerställa att det är riktiga människor som skriver omdömena som du läser på Trustpilot.
Att erbjuda belöningar för omdömen eller att bara be en viss grupp personer att skriva ett omdöme kan påverka företagets TrustScore. Detta strider mot våra riktlinjer.