"Excellent customer service"

Excellent customer service, nothings a problem & I've been buying from Stuarts of London for a few years & have had no negative experiences.
The quality of the clothes is always spot on & if there's a size issue for example, they'll do whatever they can to help. I'll always buy from Stuarts & in fact it's the first company I go to when looking for stuff.
Paul

"A Deeply Disappointing Experience with Stuarts London – A Case Study in Retail Negligence"

It is with great frustration that I recount my experience with Stuarts London, a retailer that has demonstrated an astonishing disregard for basic consumer rights and responsibilities. What should have been a simple purchase and return process devolved into a protracted exercise in corporate stonewalling, with the company failing to uphold its fundamental duty as a retailer.

### **Failure to Deliver and Shifting Responsibility**

I placed an order with Stuarts London, paid in full, and expected to receive the product as described. Instead, I was met with a logistics debacle in which the item I returned was mysteriously deemed to weigh significantly less than its actual weight. Rather than acknowledging their responsibility as the retailer, Stuarts London deflected blame onto their courier partner, DPD, insisting that I pursue resolution with them. This is not only legally incorrect—my contract is with Stuarts London, not DPD—but also a blatant abdication of their duty to ensure that customers receive what they paid for.

Rather than offering a solution, Stuarts London’s responses ranged from dismissive to outright negligent. Their customer service team, led by a representative named Rai, continually reiterated their refusal to issue a refund, despite clear evidence of a discrepancy in weight and a potential issue during transit. Even more egregiously, they suggested that the burden of proof lay with me, the customer, rather than recognizing their own accountability.

The fundamental problem with Stuarts London’s handling of this issue is its blatant disregard for consumer rights under UK law. Under the Consumer Rights Act 2015, the retailer is responsible for ensuring that goods are delivered as described and fit for purpose. If a delivery failure occurs, the obligation to resolve the matter falls squarely on the retailer—not the courier or the customer. By refusing to issue a refund or take corrective action, Stuarts London is engaging in what could be considered unfair trading practices.

Final Verdict: Avoid at All Costs!!

This experience has made one thing abundantly clear—Stuarts London does not stand by its customers. Their refusal to take responsibility, their dismissive approach to genuine complaints, and their failure to adhere to basic consumer protection laws make them a retailer that should be avoided at all costs.

I have since escalated this matter through all available legal and consumer protection channels, including filing a claim with my payment provider and reporting the issue to Trading Standards. No consumer should have to go through such a frustrating and unjust experience simply for making a purchase.

For anyone considering shopping with Stuarts London—think twice. Their lack of accountability and poor customer service could leave you out of pocket and without recourse.

"Great Customer Service"

Order a pair of boots that aren’t available in the US. They were not in stock and the customer service team quickly let me know that and refunded me my purchase. Even though I am sad about my boots, it was a great experience with customer service. 10/10

"Finally decided to buy a fairly pricey…"

Finally decided to buy a fairly pricey item, the sale went through and was looking forward to receiving it.

The next day I received an email saying it hadn't been in stock.. it seems unlikely as when I ordered it it said there was 1 left and allowed me to buy it. It's frustrating as it was my first time buying from Stuart's and the item had only just gone on sale so it seems strange they didn't check if they had any in stock before selling them.

I was without the money and if I had known I would probably have ordered something else in the sale - which had all sold by the time I got my refund.

"$49.95 to return a sweater "

$49.95 to return a sweater that was $79. That is basically robbery.

"Highly recommend "

First time purchase (ski goggles) from the website a few days ago and couldn’t be happier!

"This is an excellent establishment with…"

This is an excellent establishment with a very helpful shopkeeper and a range of clothes and accessories that I was delighted to see. I came away with precisely what I wanted.

"Great after sales follow up"

I ordered an item that was stuck in customs and dandy fellow 's sales department was of great help in resolving the situation.
The ordered item was perfectly compliant.

I recommend Dandy fellow

Julien

"Penalty for returning items?? Good luck with that"

You're a glowing example why small businesses lose customers and go out of busines. I liked a jacket I tried instore and decided to buy it online. Incosistent sizing meant I had to return it. I was fine with paying postage for the return, but wasn't expecting to be robbed. I've never heard of charges for handling a refund!! Not like it was a made to measure personalised piece either. Needless to say I will never shop there again.

"Real Huxton Parka"

Purchased a superb Parka coat and I am extremely pleased with the purchase. Fantastic product at an excellent price. Any question I had were answered very quickly by Rai at the customer care team. I have purchased several items from Stuarts London and would thoroughly recommend them.