"I've sent clothing to be…"

I've sent clothing to be repaired/altered on 3 occasions now and I have to say all the repairs that I have had done are absolutely excellent and are almost invisible, Any alterations are again excellent too, Some items I at first took to private clothes repair shops who told me that they were no good and couldn't be repaired, The Seamstress Ellie was brilliant to deal with along with her results, Great service

"nearly invisible"

did a great job of near invisible mending on some cashmere jumpers that has made all the difference to wearability. very reasonably priced

"A great service with an excellent result"

Quick response to request for a quote. The repair is remarkable, a perfect colour match and very difficult to see. I will use the service again

"Thank you - great customer service"

A few months ago, I had endless questions about the products, as I have a wardrobe full of vintage designer clothing that I’m very cautious about cleaning.Great Customer Service - Rebecca took the time to answer in detail, ensuring I felt confident in my choices and could use them on my vintage designer clothes. Her knowledge and understanding of my concerns were exceptional. I’ve been using the knitwear sprays and cashmere wash, and only this weekend I’ve tried the silk wash—it’s fantastic! Her recommendations were spot on, and it’s rare to find such outstanding customer service these days. Highly recommend the products I have used so far.

"unparalleled customer service "

There was a glitch with my order that I raised this morning and Bridget sorted it out within an hour! Impressive.

"Clothes Doctor has obviously spent time…"

Clothes Doctor has obviously spent time to research what is the best method of keeping moths away from products containing wool. The results work very well indeed and smell wonderful.
Thankyou Clothes Doctor.

"APPALLING COMPANY "

On the 23/11/24, I placed two separate orders with The Clothes Doctor:

Order reference:S-78271

2 x Eco liquid detergent for Cashmere and wool 500ml (bundle)
2 x Knitwear Mist- Cedarwood and Vanilla- Bottle + Atomiser Head (bundle)
Eco Liquid Detergent for Silk and Delicates 500ml
Knitwear Mist- Lavender and Thyme- free

Order reference:S-78421

Eco Liquid Detergent for Sportswear and Synthetics- 500ml (bundle)
Crease Release Refreshing Spritz (bundle)
Treat Me Natural Moth Repellent Scent Bag (bundle)
Rescue Me Natural Moth Repellent Scent Bag (bundle)
2 x Cashmere Comb in Red Cedarwood
Knitwear Mist- Lavender and Thyme- free

I contacted the company via email yesterday, as I had not received my items or even been updated about dispatch/ delivery times. The Clothes Doctor did not deliver in accordance with its website terms which states that:

‘We aim for you to receive your order in 72 hours.’

I was absolutely perplexed by the following response which I received:

‘I am so sorry, there has been an error with our website which has allowed you to add the 'Best Seller Bundle' to both of your orders. This link should take you to the build a bundle page, as the 'Best Seller Bundle' alone is not a product. I have cancelled and refunded this off both of your orders for you.

Your orders now contain:

Order S-78421:
- Cashmere Comb
- Lavender and Thyme Knitwear Mist.
Order S-78271
- Ecowash for Silks and Delicates (500ml)
- Lavender and Thyme Knitwear Mist.’

I am a brand new customer and these were my first orders with this company, so this response is completely nonsensical. I clicked on the ‘build a bundle’ option and added the items as per my above order. No issues whatsoever.

Regardless of any website issue claims, the company is fully aware of what my order is and it can manually fulfil it, but is seemingly refusing to do so.

This company has no right to change my order without my permission and remove items. Two payments have already been taken from my account. All my items are showing in stock and therefore, should be honoured. I purchased the aforementioned items in good faith and payment was accepted therefore The Clothes Doctor is in breach of contract.

I doubled up on some of the items to gift to my Mother for Christmas. I thought the wool wash and knitwear mist would make nice presents alongside the cashmere jumper I purchased for her.

I am absolutely upset and angry in equal measures about this. I want to support British companies, but the treatment I have received is absolutely appalling and not in line with treating customers fairly. This experience has made me realise that I should continue to shop with reputable companies that honour online orders and respect the customer journey.

Fortunately, when making any online purchase, I always take screenshots of each web page during the order and confirmation process. I therefore have screenshots of exactly what I ordered. It clearly shows that my order is exactly as outlined above.

I will be contacting Trading Standards and also consumer media organisations such as Martin Lewis and BBC Watchdog.

Please be careful if you are considering making purchases from this company. It has been the most awful and stressful shopping experience I have ever had.

"Great products and customer service "

Have purchased many products from moth protectors, to cashmere detergents and more recently the scented draw liners. All of them are brilliant. High quality, deliciously scented and effective. I had a recent product query which was dealt with very efficiently by customer services team. This business deserves to thrive. Bravo

"Cardigan repair"

I ordered the repair of one of my cardigans, it had a small hole on the back. I was assigned to Ellie, she explained how the process worked and gave me the budget. I decided to go for it and I am quite happy with my decision. My cardigan looks as new, really happy with the job Ellie did.

"Poor"

Poor - I’ve had to chase an order I made over a month ago. Despite several emails and being told my order would be here three weeks ago having already been delayed I am still waiting. Very disappointed after all the good reviews of this company.