"Luxury Brand - Horrific Customer Service"

Its unbelievable for a luxury brand such as Agent Provocateur that they offer such uncomparable & appalling customer service. Having ordered something mid Dec, received end Dec. Didn't fit, tried to complete return process via their website, said it didn't recognise the order, emailed, now 4 times & 10 days later & absolutely no response.

How do you get away with being at that end of the luxury market & offering such appalling customer service, or NO Customer Service at all....

Actually even a review of 1 star out of 5 is way too much. Perhaps review Love Honey.com a non luxury brand & cheaper multiple product lines, that offer excellent customer service, use this as an example of the standard you should not only be attaining but exceeding given your position in the market. If your outsourcing I'd review the contract & terminate it immediately. If its your own team - maybe consider outsourcing to company that actually knows what they're doing & can up lift the service in balance to your consumers brand expectations. Embarrassing....

"Worst customer service ever!!!!"

Was trying to speak to a member of customer service for 2 weeks. Another team is answering the call and saying that I will get a call back from customer service within 72h .... I've called 4 times and heard the same answer and still no call back! Will never ever buy anything from them!!!

"I used to be a loyal customer of Ap but..."

This companies customer service is appalling! I got bought an xmas gift but he ordered 2 sets of everything on line, said never mind keep them, or swap them if you wish. I thought great! I went to a store as usually with other companies if you order online, you can return or exchange in branch but no, my only option would be to send the duplicate back, they would refund him and he could re order for me. Not really convenient when said person is out of the country for 6 months. Its not like I want a refund, just to get a different set.

The staff in the store were also quite rude and unhelpful.

Over the years I have spent on obscene amount of money at this company, also for the prices that they are charging you would have thought their policy would be more flexible.

Time to find another underwear brand.

"Awful customer service"

I placed an order and received an email 5 days later, after it should have dispatched already and was told it was out of stock despite being able to order it. Customer services then told me they have no bras at all in stock in my size... despite there being many on their website! Awful customer service.

"Still waiting for a refund!!!"

I've been waiting for 2 months for a refund. If you email them, they never reply. Customer service line is a disaster. I think this is borderline fraud.

"Great sales"

Really good sales online during seasonal sales. Beautiful items but disappointed have to pay for delivery when spending so much

"very poor customer service, avoid!"

I have ordered bikini bra and briefs, they send me two briefs by mistake, I have to send them back, by my own costs, they didn't refund me this return shipping cost, didn't refund me shipping cost when they send bikini to me, as they had to do that, because send me wrong items. No apologies, no money, nobody answering emails, avoid!

"Woefully disappointing"

Be warned - their returns policy is diabolical. Two weeks after returning item I still hadn't received notification of my refund, I had to chase them up, still waiting on even an acknowledgment of my email. You also have to pay to post the parcel back to them if you use the post office! Seriously? Even cheap as chips Boohoo manages to offer free returns!!

Quality is no better than La Senza and Ann Summers, their underwear feels and looks cheap and nasty. Will never buy from them ever again.

"Terrible customer service, almost impossible to return"

I love the range. I ordered a bra, two pairs of pants and a two suspender belts.

The goods looked as expected. Sadly the bra and extra belt did not fit. They were returned with the returns form with a request for an exchange. The sale started just after my return and the bra was no longer in my size.

I tried to contact the company about returning the pants and second belt. I did get a response but the customer service agents did not really read the mail to offer a solution to return the goods. they state 14 working days to return the goods, At the moment I am at 10 working days, but that's if they can be bothered to resolve the situation in time.

I called the head office and was told a manager would call me back. I did not get a call on the 15th, via email they then told the manager was not at work that day, so someone is obviously stretching the truth.

"I WAS excited until"

I bought the multi-colored basque it looked so perfect online I needed to buy it. I had never bought anything from here so I was really excited to make my first purchase. It got here pretty fast and when I opened it I was so disappointed. Not only was it made in China but it looked like something I could've bought at a Fredrick's Hollywood for like $30. I mean I would expect something that's priced as $700 to be a bit more...well worth $700. I returned it with the free labeling and waited the 14 business days for my refund. That didn't happen. I emailed them, they took forever to respond and when they finally did, they said it would be another week. I am definitely never purchasing again, the emails sent were poorly written as well. What a shame!