Penelope Chilvers Recensioni 

Terrible customer experience.
My online order arrived with a damaged pair of shoes. PC agreed a return after I uploaded photo evidence.
I received a refund minus the postage cost and I was charged a £3 adjustment fee.
I had to really fight to have these 2 deductions refunded. It took several emails and the actual threat of taking this further as breech of the Consumer Rights Act 2015.
I really question if this was worth loosing a new customer who had made 3 purchases this season.
Shame on you PC!

I placed an order for a pair of espadrilles on Saturday 6th June - they have still not arrived. Customer services responded within 48hrs to say that there had been issues at their warehouse and orders are now being despatched as normal, however I am still waiting to hear....! Not the best start to my first order with Penelope Chilvers and has left a bit of a sour taste in my mouth if I am honest. This is meant to be a 'high end goods' company and so not sure what has gone wrong here.

Most recent (clothing) purchase - hardware was defective, broke on the first sit down in the dress(!) Not my first order here either, so thought I'd send a quick note in and get some help. I emailed in with some questions and received a generic email back two days later only asking for an order confirmation so that the item could be returned (for a refund? A repair? Who knows). No explanation, no genuine interest, no attempt to proactively find the order - (for instance, I have a pretty unusual name. Another for instance - how many of these dresses were sold in even the preceding 7 days before the email and photos were sent? Then add the weird first name into things and bingo, there's the order 🤦🏻‍♀️) . And then the more I thought about it, the more annoyed I got. The dress cost nearly £400, yet the hardware really was cheap as chips, and then to top this off, there was just such a distinctly incurious customer service team response to boot. These are the little details that a company with PC's AOV should be all over if they want to retain the customers they have. I might have just left a product review, but as this is not an option on the website, this is the only place to air gripes, so here we are. Also notice they don't respond to reviews here either, and give tickets a slim window for feedback, so the only assumption can be that they're not really that bothered.

Despite this, the dress embroidery is lovely and I hate the idea of it just going waste, so I paid to repair it. So I'm additionally out of pocket, and highly unlikely to buy again after a number of years' custom.

The quality is pretty standard - definitely not worth the original price. But the sizing is appalling. I ordered a size 40 desert style boots and they're a whole inch longer in the footbed than my size 41 trainers. Unfortunately because I live overseas I can't return them. The whole "they're hand made" is a rubbish excuse. I have friends who make handmade shoes. The sizing is standard, predictable and consistent. Won't be buying these again. Definitely one of those over hyped brands.

Excellent customer service, shoes are gorgeous. Can't wait to wear them!

Thank you so much, Annabel, for great communication, helpful tips, and professional guidance regarding your products. Your knowledge and kindness is greatly appreciated and I am grateful for the experience I had with you.

Ordered a jumper in January sales and sent it back as soon as I received it as it was not as expected. I had confirmation 3 days later on 28th Jan that it had been received back and I would be refunded within 10 days. 10 weeks later after chasing I finally get a refund but they have made deductions from the original price due to additional reductions made in the sale. By this time I had enough and just glad I got something back. But be warned if you send something back keep checking that refund is actually made as this isn’t apparently automatic.

The quality of the boots and the style were even better than expected. They went on sale 2 days after I purchased them, and they honored a price adjustment. They were very responsive and treated me like a loyal customer even though I was a first time buyer. Excellent!

This is my first experience as a customer of Penelope Chilvers, and although I haven’t received my order yet, the customer service experience has been expedient, warm, informative and exceeding expectations. I am grateful for Annabel’s attentive care that went into my question and the prompt replies! Thank you! The order process from UK to US was simple and expedient (ordered on Thursday and received on Monday) and I am in love with my Long Tassel boots! The quality, the packaging and sizing were all as described and expected - I will be a life customer! Thank you PC!

I purchased some Penelope Chilvers boots in Jan 24. They are tan suede so have had very little wear, probably worn 10 times at most. Came to wear them recently and noted the rear seam had a hole (looks like the leather hadn’t been sewn too close to the edge and had therefore come apart). Tried to reach out to Penelope Chilvers themselves who point blank refused to engage with me and directed me to where I purchased. Luckily I had the receipt. The company I purchased from contacted Penelope Chilvers who simply said, outside of two years (barely) so get knotted. So, I now have a pair of boots which cost over £250 were meant to be amazing quality (ha) which aren’t wearable any more unless I pay for a repair which will be visible. The boots clearly weren’t manufactured properly …i certainly won’t be buying anything PC again as the quality clearly isn’t there and the customer service is non existent

Can I just say what great customer service to back up good quality product will definitely recommend. Well done!!!

I went into the Notting Hill shop and tried on shoes, but the ones I liked not available in my size. Was assured they were true to size, so ordered my usual size by mail order, but when they arrived they did not fit. The shoes were beautiful! Returned and was courteously dealt with, and have received refund. Had to remind to refund protective spray and cream, also returned as bought specifically for the shoes. Apology received. I have learnt that I must not buy shoes mail order!

Placed order 28/01 it’s now 06/02. Received confirmation email of order stating they were preparing for its dispatch but heard nothing since. Have tried to email but they don’t answer.
I noticed they were responding to Facebook comments so also commented there but again, no response.
Feelings like they’ve taken my money but this is a scam company.
Penelope Chilvers you claim to have Royal customers but you certainly don’t treat your customers like Royalty.
I’d love to hear from you, please do get in touch.

Did not order the correct number, so had to reorder. The shipping was amazingly fast - UK to US - ordered late Thursday night, and got the shoes on Monday. The return process was smooth, customer support was quick, and resolved everything. The shoes are gorgeous! Thank you Tatiana for support.

Awful. Thr boots were dumped in a field by the courier. Rather than been delivered to my husbands house. Immediately I called the courier company DPD who refused ti tell me the location of the boots or send the driver back. Instead i had to call the Penelope. I immediately called and what's app. At this tine I'm m sure if people had just responded the driver could of been sent back and my boots correctly delivered.

Penelope completely blanked me.. I left messages on two different whatsapp numbers. They didn't t even read them. I left various voice messages, no one called me back. Their Facebook they just told me contact customer services. I then made a claim via PayPal. They didnt even respond to paypal. I guess I am left to the take the issue to court.

I can't belive a company I've e loved for years and alway have bought their boots in the past have treated me this way.

Returned boots as too tight on calf despite measuring. Had notification of receipt of return. Since then, nothing. No correspondence, no call back, no refund! No nothing. Not impressed especially as this was my first PC purchase.

Excellent customer service and great selection of shoes to last years to come. I will certainly be a lifetime customer. Thank you Penelope Chilvers for going above and beyond. I recently bought a pair of boots and quickly received a refund and customer support team were very professional and helpful and notified that there was a glitch on their end regarding stock and the boot was sold out. They were very generous and provided a discount code which I used immediately afterwards and received another pair of boots. Best customer support team by far!!

I have two stunning pairs of boots (so far) and am looking to purchasing my third when they come back in stock. I have also been to the store in Stow, which I love to visit when I am in the area. Online customer service is the best! At the moment Tatiana is dealing with an ongoing query and she really couldn’t be more helpful.

I’m really disappointed in this company . I returned a pair of boots the same day as they were very wide . The quality is lovely . I had to chase them up several times for a refund . It’s amazing how long these companies keep your money . I would not order online again . I think it’s disrespectful to keep you waiting and having to chase the company up twice to get my money back

I’m having problems with Penelope Chilvers. I ordered a pair of shoes a few weeks ago but have still not received them despite emails and many phone messages left customer services has not replied.
I returned a jumper on the 9th of Jan and have still not received a refund. It is impossible to get a response from this company hence my review on here. I hope someone is reading it! I used to be a great fan of this company but now I don’t feel I can trust them.