"Don’t go near this company"

Don’t go near this company, size chart is useless - no exchanges, no refunds. Brand new coat now in a charity shop.

"I ordered a duffle coat and a jumper"

I ordered a duffle coat and a jumper. Both of these items were of lovely quality and the duffle coat was especially well made and very thick and sumptuous. Unfortunately I decided that both weren't a great fit for me so I returned them. I've just had an email saying the refund is being processed. A bit disappointed since I loved the coat but I think the large was a little too big and I think a medium would be too small. If I'd been in a shop I'd have tried the medium on but with having to pay for returns I couldn't justify ordering medium. Perhaps I should have ordered both to start with!?

"It's a beautifully cut coat that looks…"

It's a beautifully cut coat that looks like it will last. I ordered it during Christmas, so it took a bit longer to arrive, but that is understandable. When I contacted customer service, they responded immediately, and I got my coat in a few days.

"Great Product shocking Customer Service"

It is tragic that a British Company proudly flying the flag of being made in the UK, which produce an excellently made product, give such a dreadful customer experience.

I purchased a duffle coat for my wife, for Christmas that unfortunately was too small. On the website it gives a link for a returns form which when you try to access, there is a message saying the page no longer exists or has moved. The contact us section of the website gives a proforma linked to sales for contact with the company. I have sent 3 emails without any response from original Montgomery. I appreciate it is over the XMas period but would have expected a response in the intervening gap between Xmas and New Year.

Next I have tried to find a phone number as sending a £225 coat back without being completely clear of the process is a little anxiety provoking. No phone number on website!!

Order no: GBP 10943

"Their craftsmanship is good, but their customer service needs major improvement"

As a customer from the United States, I think Original Montgomery makes great coats (despite being a little thin on the fabric), so this review has two stars instead of one. They aren't getting three more stars from me because of the way they handle things in customer service---or whatever resembles it.

Earlier in June 2024, I ordered and received a duffle coat from the company, and while I thought its quality was quite good, I found that the coat was one size too big. So I contacted them and asked if I could send it back for a refund and order a different size through a new e-mail address (since I wanted to switch e-mail handles for personal reasons, and customer service said it was not possible to change it through the site). They were happy to send me a shipping label, and I was able to get my return shipped off promptly. It was delivered to their processing center mere days after that.

But this is the worrisome part. Original Montgomery didn't refund me the cost of the coat for over a month, and neither did they send me any e-mails confirming that they got my return. It was only when I sent a follow-up e-mail on July 23 and heard back from them two days later that I received confirmation of the return and a notification of my refund.

I had hoped for more punctual and attentive service from a company that sells expensive clothing, but since I was kept in the dark for much of the 38 days between my reaching out to them about returning the item and the notification of the refund, I am disappointed at the state of returns-related customer service of this business as I experienced it.

Until Original Montgomery steps their game up here, I don't think I'll be ordering anything from them anytime soon, let alone that smaller size.

"Ok gentlemen please read carefully"

Ok gentlemen please read carefully, if you want to score mega and I mean MEGA brownie points purchase you beloved a Duffle from Montgomery. My lady is over the moon with her Montgomery Duffle (mustard) . The fit is perfect,the quality amazing lots of amazing little features. Classic design yet very stylish my darling looks a million dollars. Delivery was very fast and perfect packaged . Extremely happy customer. Thanks

"there is no customer service"

there is no customer service, they ignore your emails and keep sending the same order confirmation email everytime you try to receive some updates from them
Terrible experience

"Poor customer service "

Hi

Please be aware of this company they are extremely slow and pushy.
Only recently did I purchase two coats, but unfortunately both didn’t fit, the coats are in the same condition sent to me, however this company (even after sending a video) at their request I am being pushed to accept an exchange when all of my communication has been clear that I want a refund.
If this is not resolved I will be contacting trading standard!

"Purchased coat a few years back, came back for a repair part."

Purchased coat a few years back, and through natural wear and tear (and the tough life i put it through) one of the rope toggles started to fray. I emailed the company to consider a repair, and they offered to send me the rope toggle for free! Fantastic after sales care is something i have not experienced for a while! Might just buy another coat out of satisfaction!

"Great Coat and Quick Delivery"

Receive the duffle coat 3 days after ordering. Very happy with the quality of the coat and the speedy delivery.