"no customer service."

Sent a coat back over a week ago at my own expense requesting a smaller size. I've also sent multiple emails to them and there sister company dufflecoatsuk.co.uk who operate under the same business address, and I have heard nothing. Will not waste my time with this company again. They have a lot of catching up to do with other online stores.

"Terrible Customer Service | Terrible Hood | Great Coat"

This is a review that will be updated IF the issue can be solved. Firstly, I hate leaving negative reviews but this is justified at this point.

Bought London Duffle for husband in Sept. and from Montgomery because it's the original duffle company and the one he has always wanted. A classic company which has/had a great reputation to live up to.

The only issue is the hood is massive -and I mean massive. To a point where it looks ridiculous up - not his or my opinion BTW but that of people we have shown it to whom have actually laughed when it was put up!

Contacted customer service and all we wanted is for a new hood that was suitable to be sent out. They admitted in their response that they have issues with the hood sizing......so why are they still selling them until the problem is solved? Asked for advice on what to do next to get the hood replaced or just to get the issues sorted ass wanted to keep the coat. The response was terrible.

Can't change hood (even though it's removable???)
Need to send back but would not tell me what the next option would be apart from exchange. Exchange to what???? No help whatsoever.
Seriously - it was like hitting my head against a brick wall trying to get any help or advice.........what are you doing!!!

So my husband wants to keep the coat and just needs a proper hood to be sent out, instead they want it sent back and to give the money back which I have no doubt could take ages and then he would have no duffle coat at all.

I have also noticed you can't contact the manager as they don't tell you who that is. Also that they have another website setup selling the exact same thing over at www .dufflecoatsuk.co.uk/ - same company, address and everything. So I will leave this review there too as it is the same company and I expect a repsones asap to get this resolved.

"It's important to make the public aware…"

It's important to make the public aware Orginal Montgomery provide an absolute horrendoes customer service. Bought a duffle jacket from them and had to send it back for a refund. Little did I know you have to pay for your own return postage. Which NONE OF THIS IS MENTIONED ON ITS WEBSITE RETURN POLICY "Details of how you can cancel will be described in your confirmation. If you wish to change the colour or size of your product, please return the product to the following address:"

Even worst, you only find out about paying your own return postage fee after physically recieving the item inside a printed invoice form.

I then spoke to an customer service advisor called Laura to make a complaint in regard to the misleading return policy.

She not only turned out to be extremely unhelpful but also spoke in a tone like she was up for a fight.. In the end, I requested to make this into a formal complaint and requested her to take my details down, so the company can get back to me with a formal update. Of which, she refuse with an excuse saying "You contact details is not required as it is just a general complaint"?? VERY DISAPPOINTED and a huge shame as the company does produce some nice jacket but I will definitely not be ordering again from them due to the experience I have to go through.

"Poor customer service"

Poor customer service. First order delivered to wrong address by DHL. Though I had an idea where it had been delivered, I informed OM, who apologised but did not chase it up- leaving me to deal with the courier and figure out how to collect from a business who had reduced opening hours, because of the pandemic.

That order was a poor fit. Tried to exchange for a bigger size and was sent back the same coat, in the same size. On second exchange was told that the size up was not in stock and that I would be refunded.

Customers are expected to pay for their own returns, of which the cost is not refunded if replacement unavailable.

If this company invested just a small amount of time in customer care and in their customer service team (it seems like this may actually only be one person), they wouldn't have so many issues.

Out of pocket for postage and no coat. Really not worth the bother- buy from elsewhere.

"Non existent customer service"

Don't expect any response from this company, whether you're asking for general information or want to lawfully return a product you purchased, they'll NEVER get back to you and you'll just waste your money.

"Quality coats"

I bought a duffle coat from here a few years ago. it's still got years of life left in it. These are really good quality coats.

"This is a follow-up review to the one I…"

This is a follow-up review to the one I left previously concerning Original Montgomery Classic London duffle coat (womens). The hood is way too small (because it has to reach over the large stand-up collar and not enough material has been allowed for this). What is the point of having a hood if you can't use it? Customer Services replied that it is personal choice and some people just like the look of having a hood - REALLY!? This company does not offer a bespoke service to have a larger hood made, nor will they exchange the hood for a larger one. You can return an unworn coat and they will exchange for the Classic model with a fixed hood, but as the sleeves were ridiculously long and I had had them shortened, I could not return. So anyone thinking of buying from this company who needs a working hood should consider either purchasing the Classic design with fixed hood or, and I wish I had now, BUY ELSEWHERE!

"Terrible Customer Service"

I had a very similar experience to a previous reviewer who was told that improvements were made after their experience.

I sent the coat for a size exchange and I was told that the order to replace it had been raised. When I contacted a few days later for a tracking number I was told that my size was coming in stock soon but, without warning, my order had been cancelled. I was encouraged to buy it again but now the price had gone up by over a third! And I'd still have to wait for my size to come back in stock which is a lose-lose situation for the customer and it sounds like they are trying to hustle me. I was ignored when I asked why this had been done.

The unfunny thing is that the customer service rep who responded to the previous review is the same one that dealt with my case. Obviously a lot more improvement is required!

"great jumper"

great jumper

"Very quick delivery"

Delivery was very quick, needed to return for an exchange though as sizing bit confusing as I measured myself plus my old coat which still fits fine, so ordered duffle size with same measurements but duffle was slightly tight so have asked for exchange to next size up, ( haven't received exchange yet but only returned Monday) quality of coat very nice and feels like it will be very toasty in the cold weather. Hood slightly big but probably won't use that much so doesn't really matter.