"Atrocious customer service"

Atrocious customer service. I ordered an item a week ago and paid the maximum postage to receive it the next day. The next day arrived, no shipping notification. Email sent to customer service - ignored.

3 days passed. Still no shipping. Emailed customer service again. Ignored. Again.

A week later, I get a automatically generated email notifying me that my order had been cancelled. No indication of when I'd get my refund. No apology, and still no replies to either of the emails I sent to 'customer service'.

DSM is a fine place to browse in person, but it's online store isn't fit for purpose. I see, coming here to write this my opinion is sadly shared by many.

"Terrible customer service"

Very let down. Had my order cancelled a week after purchase. The purchase was for my wife’s birthday and it was cancelled the day before her birthday.
The website estimated delivery within 2-3 days which would leave me plenty of time if there was a missed delivery or slight delay. On the third day I emailed asking where the tracking info was as I hadn’t heard anything since my purchase. I was informed they were busier then usual and my order was flagged for priority dispatch but as yet hadn’t been picked or packed. This was on Thursday. On Sunday I received a notification to tell me the order was cancelled. Apparently no stock of the item even though they had sat on that for a week.
I wasn’t offered alternatives in place of or an estimated back in stock date, but I was offered 10% off my next order as a ‘good will gesture’. NO THANK YOU. I’d rather spend my money else where with companies that actually have customer service.

"Poor customer service but expensive items"

This was the first time I bought anything from DSM. It was a high priced jacket so I was a bit hesitant.
So I got the jacket and everything was fine but I was a bit surprised by the poor quality of the item.
A few months later the jacket broke and I’ve tried getting in touch with them, but their reply is always “we will get back to you shortly”, now it’s been more than 2 months and I wouldn’t be surprised if they don’t answer at all.
I guess it’s all about sales and not customer relations for DSM.

"Two types of customer service!"

Did not receive the parcel. DPD left parcel on front door step when not at home and when I returned home it wasn’t there. After lengthy emails with Dover street market team they have backed DPD as my instruction was to leave ‘in outhouse/shed’, certainly not my front door step. Use at your own peril.

Update; finally got good customer service along with a refund for my order and the offer of a 15% discount on my next order with the assurance of an investigation in the background to customer service.

"i was a bit sceptical"

i was a bit sceptical, because i had read the reviews on here, but everything went as expected. i ordered on thursday, got it today, tuesday and got updates . great experience

"Very impressed with this place"

Very impressed with this place. I bought in store and had to go exchange the item as it was a gift . I forgot to bring the receipt but the guy on the checkout pulled up the original order and we got it sorted . Thanks

"Item returned back to them over a month…"

Item returned back to them over a month ago. No reply to emails, their phone line doesn’t work either. This is a high risk scam company don’t fall for it.

"Terrible customer service"

Returned an item 3 weeks ago. Still No email and refund. I send them an email eveyday and they ignore me, their phone line doesn’t work hardly.

"Superb service. Don't be put off by negative reviews"

Found an item on DSM which my partner wants for is bday... its sold out EVERYWHERE. After reading so many negative reviews I was extremely skeptical about ordering but thought I'll pay using PayPal & I'll be covered. Ordered the item on Tuesday around 4.30pm, on Wednesday I got confirmation of dispatch via DPD & on Thursday the item had arrived. Item is as expected, genuine article. 5* service & b/f will be delivered & astonished I've managed to get this item for his bday

"Fast delivery Nice shoes"

I ordered from the Netherlands and received my order within 2 days. Very fast! Ordered Comme des Garcons x Converse shoes, they are looking great.