Oliver Bonas Anmeldelser 1.074

Paid for next day delivery three times and each time the delivery company state the order was sent standard delivery. Oliver Bonas are scammers.

Have sent faulty cosmetic bag again. Every time l order online they send out a faulty cosmetic bag. Last year products had poor stitching this time the end attachment on the zip is missing. I don't think their quality control department is doing a proper job. I have complained and l am waiting for their response. Been told l will get a refund for the faulty product. I have only been ordering online as l had £5 off as birthday treat but now have lost it's value for a second year so not sure how l should be reacting except to say quality and service in shop is usually better than online. Although one time l was in the Reading store their clothing rack fell down very close to me so wouldn't really say l felt safe in store every time l have visited. Customer services is currently very busy according to their staff so are slow to respond. I have now been charged an extra two transactions l have not authorised this company.lt is not trustworthy.

Received a velvet bedspread from Oliver Bonas and the smell from it was abhorant. It went straight back in the box and back to the merchant. Unfortuately there was no option for a smelly item but beware their bedspreads smell of wet nappies.

My frustration is that I have had to return a product that was poorly made, and there is NOWHERE on the site where you can leave a review to warn other would-be buyers! Apparently, Oliver Bonas picks and chooses which customers can leave reviews on their site, and they only seem to promote the most positive reviews, which is misleading for the rest of us.

After returning a brown velvet shirred top because of faulty finishing, there is no way I can warn other customers.

After writing to them about this, I got an AI-generated response to say, "If you are ever unable to leave a review or don't see an option to review a purchased item, it may be due to how our current website is set up or potential technical limitations with your browser or device. We certainly do not restrict reviews to only positive ones, and our aim is always to provide genuine experiences for other customers."

But according to their website, the review option isn’t tied into their orders page on Oliver Bonas.com. It simply doesn’t exist there. Users must use either an emailed prompt or the Reviews.co.uk platform. Furthermore, Oliver Bonas actually runs a monthly prize draw for verified reviews submitted via their review partner site. So there is some incentive hidden in the review email they send out to select customers!

I was planning to purchase the top again in the hope of getting one that was better finished, but unfortunately, Oliver Bonas has lost my trust with these underhanded tactics. Not sure I want to pay the kind of prices they charge for their products, which are on the top end of high street retailers, when I cannot trust them to allow honest reviews.

UPDATE - REPLY TO OLIVER BONAS RESPONSE

As Oliver Bonas is aware — because I contacted them directly — customers are NOT able to freely leave reviews on their website. Reviews are submitted by invitation only. I was not automatically invited to review, and I received nothing from them in either my inbox or spam folder - so shameful of them to lie about this! Their separate email to me even states, "our product reviews are currently collected via review invitation emails sent after purchase"

This is a significant issue. An invitation-only review system means customers cannot choose to share their experience independently. That fundamentally limits open feedback of which I am sure they are well aware.

The alternative suggested, Reviews.io, does not provide a practical or transparent solution. A standard search directs users to the business portal rather than a clear consumer review page. When the correct pages are eventually located, they contain thousands of product reviews spread across numerous pages, with no search function and no logical organisation. Products can only be identified by small thumbnail images. In practical terms, this makes locating a specific product nearly impossible.

Ironically, even if a customer manages to find the relevant product page, they STILL cannot leave a review without an invitation link from Oliver Bonas. This means the company retains full control over who is given the opportunity to provide feedback.

While Oliver Bonas states that it does not restrict reviews to high star ratings, controlling who is invited to review inevitably shapes which voices are heard. An open and FAIR review system allows all customers to contribute — positive, neutral, or critical — without gatekeeping.

Transparency builds trust. An invitation-only system does not. Most online retailers allow customers to leave reviews directly on product pages without requiring "prior selection". Until Oliver Bonas adopts a genuinely open approach, one just cannot view their review process as fully transparent or consumer-focused.

Customers should not need to be "specially chosen" in order to share their experience!

Update, I received a refund of both items. It is not very clear that International returns will take that long. I had gone looking for it on the website and was told it was in the help centre which is a separate page. Anyway, thanks to the OB customer service team, they were helpful. If you're going to order with the possibility of returning items and you're outside the UK, just know that it will take a while to get your money back.
I returned 2 items via the free returns as I can no longer return items in store here in Ireland. They were posted on the 23rd January, I confirmed via post trackng that they received a few days later. I got one email on the 3rd February confirming one of the items was received by them and I would receive the refund within 3-5 working days, it's been 6/7 working days and still nothing. Customer service (or maybe AI bot) confirmed both items had been received by them. Still no refund, I'm disappointed as I really like OB clothes, but now that I can't return in store, I probably won't order from them again.

Friendly, helpful staff at London Bridge branch. Love this shop, clothes, jewellery and homeware. If prices were a bit lower I'd give them 5 stars! :) one of my fave places for me and gift shopping!

Paid for premium Saturday delivery for a Diffuser & Oil and received the devastating news that it would sent with nEvri. It of course never arrived on Saturday. Received email from Oliver Bonas CS to say that it should be delivered on Monday. I have the oil - but no diffuser.

Any company that uses Evri and has the audacity to charge you simply do not care about their service, just profits. Will not be ordering from OB again.

Contacted customer several times regarding a £182 order that hasn’t arrived and I get no response. Not sure what to do from here. Payment taken on the 31 December and no update from them or Evri.
Shocking customer service!!

Always friendly staff in their stores and a beautiful range of products that changes frequently. I may be a little addicted!

Excellent products and managed an order error in extremely helpful manner.

Wanted to buy a birthday gift so went to the website. Had problems with my usual browser, Brave, some sites do, even though it has 100 million monthly active users. Anyhoo, drop to MS Edge, got to checkout and selected paypal. When I clicked continue it said 'do you want to leave with unsaved changes?' Strange so I said no then it got stuck. Tried again, this time it said yes, went to paypal, selected my details come back to OB site. Clicked continue, same thing. Basically a constant loop. OK, lets try CC instead. Filled in details, clicked continue, button shows a spinning/pulsing circle, after 5 minutes gave up, tried again, same.

Gave up!

If you want that authentic 1990s early days of the web, nothing works properly, doing online payments is virtually impossible then give the site a whirl. Its abundantly obvious from a webdev/UX side of things this business is clueless. They have a business prevention department running in full flow!

I Purchased a pair of jeans as a gift having already purchased the same pair in a different colour, the size was totally different and needed to return outside of the 30day period as I was being organised with my gift buying. The customer service department refused to help in anyway would have been more than happy with an exchange or even a partial credit in store vouchers and received a flat refusal. Incredible disappointed with the service and would advise caution when purchasing gifts, when the company takes a belligerent attitude to customer feedback and returns policy.

Immediately dislike companies that use Evri because it’s 50/50 whether it’s going to turn up or not. Parcel didn’t arrive at the parcel shop, spoke to an Oliver Bonas bot that told me to speak with Evri, after I stated that my contract was with Oliver Bonas not Evri and that it’s not my responsibility to be contacting Evri, I got put through to a human employee who immediately refunded my order when actually what I wanted was a redelivery. I thought it was rude that they didnt ask me and then when I raised this, they said they didn’t offer reorders and that I can do that myself. This is why people shop on Amazon FYI - please improve your customer service!

The items did not arrive due to Evri. However the handling, or lack of, by customer services at Oliver Bonas is appalling. I have no goods ( they have done a return to them with Evri) I have no replacement goods on the way and no refund. They don’t refund till Evri confirms, and they can’t now refund because they have started their stock take!! I am so disappointed and angry 😡

I've just discovered their Christmas returns policy only extended to 7th January. I tried to return a gift in store and was told I had to return them online, because they'd been paid for with PayPal. The staff in-store failed to mention the strange timeline, which is frustrating because it was literally the day I'd tried to return them.

I'm now stuck with two pairs of shoes for £85 a pair in the wrong size, because of this company's poor policy.

I contacted Oliver Bonas to report a fault with a diffuser I had bought (buttons stopped working). Their customer service was exemplary. They responded quickly, understood the issue, suggested resolutions and sent me a replacement very quickly. I now have a fully functioning diffuser again. Can't recommend Oliver Bonas highly enough for this.

Customer service and returns are a nightmare

I booked an Evri home collection for a return, but the courier never showed up. Since then, I’ve contacted OB several times and still haven’t been able to get hold of anyone who can actually help.

The chatbot told me to contact Evri, which I did, but without a reference number they won’t assist, so I’m completely stuck in the middle.

I’ve now received an email asking me to rate the service before my issue has even been resolved which as made the experience even more annoying.

My return window is closing and I’m genuinely worried this won’t be sorted in time, through no fault of my own. This whole experience has been incredibly frustrating and has definitely made me think twice about buying from OB again

**EDIT after comment from OB:
what they are referring to as "and we are working on getting this resolved for you" is not true... They are not working on getting anything resolved, i have indeed emailed as mentioned in my original comment, but nothing has been resolved...
Why lie and misrepresent the situation??? what a farse!

Barrel leg jeans you still sell for £70 are of extremely poor quality and stitching came apart after 1 WASH....

As i don't live anyone near the shop (I was passing by one of your shops before Christmas), I am unable to return that faulty item and receive a full refund, which clearly violates my statutory consumer rights... Well done Oliver Bonas!

OB unable to provide replacement - as size out of stock and stock won't be coming back... They offered £17.50 issued to e-gift card partial refund to 'help with repair'... But how would a gift card pay for someones actual service??? Virtually I suppose...

I will not be purchasing from this store again. It was a mistake to buy this item in your shop in the first place, but I didn't assume you will produce an item which falls apart after one wash. How silly of me to expect jeans to last a while!

Clearly not thinking about sustainability, longevity of your products, and keeping customers happy.

Poor customer service, poor quality and absolutely avoid in-store purchases at all cost

Dressing table damaged 1hr after opening. The lacquer chipped off as the colour was not sealed properly.

After some back/forth with customer service - I got a partial refund but had to fight for it.

Can’t fault the CS- they are just reading from a screen and solutions are predetermined by their “system”. They tried their best and was willing to speak to management for me to compensate.

Awesome CS team. Terrible quality products unfortunately.

I have had the BEST customer service experience with OB.

I ordered two decanters from OB as a Christmas gift for someone. Unfortunately, as is standard, there was an issue with the delivery thanks to Evri (you may have seen in the news the terrible service they provide, either “losing” parcels or parcels being stolen).

As these were gifts, and I know how long any resolution with Evri can take, I emailed OB customer services to ask for help.

Not only did they respond to each of my emails promptly, they quickly helped come up with a solution (rather than drag it out like other companies might do).

This was my first experience shopping with OB, and I will 100% be shopping with them again. Precisely how customer service should be.

Thank you! 🩵