I've had to contact New Looks customer service twice recently, one time due to technical issues with the app and second was I deleted a code and asked for a replacement. Both times I was helped by Katie, and the service provided was so helpful, friendly and extremely efficient.
Date of experience : 08 September 2024
Reply from New Look
Thank you so much for your 5 star review for Katie. We will make sure to pass this onto them as we know it will make their day 😊 We do hope you come back and shop with us again soon.
Read 1 more review about New Look 30 reviews 2 days agoThe team member Isabelle W on live chat, exceptional service. I have a printer, but generated a QR code, instead of the return address. I booked a Royal Mail collection, so need the address,( I will not be going to the post office, for them to print a label from the code). Joined live chat , estimate wait was 19 mins, Isabelle W answered within 10 mins, swapped my label, for the one with an address on, I printed it off and within seconds, my parcel was ready for the postie. Excellent service, quick, no fuss, quick to answer, exceptional.
Date of experience : 07 September 2024
Reply from New Look
Thank you so much for your 5 star review for Isabelle W. We will make sure to pass this onto them as we know it will make their day 😊 We do hope you come back and shop with us again soon.
22 reviews 14 hours agoHadn’t received a refund for a returned item. The store weren’t being very helpful. Contacted Customer Care and was contacted by Katie who looked into the problem, organized the refund and advised that she was going to speak to the relevant departments so hopefully this wouldn’t happen again
Date of experience : 08 September 2024
Reply from New Look
Thank you so much for your 5 star review! It's great to hear Katie was able to help with your query. Have a fantastic rest of your weekend!
29 reviews 10 hours agoI had issues with my delivery , Emmalene S, the customer support was brilliant! Very efficient & i finally got my delivery & she kindly refunded my delivery fee that I’d paid for next day delivery! Very helpful & one happy customer! Well done Emmalene S
Date of experience : 08 September 2024
13 hours agoAnya was the team member who helped me and trying to understand my situation she did solve my problem also she is very polite thank u so much anya 😊😊
Date of experience : 07 September 2024
Reply from New Look
Thank you so much for your 5 star review for Anya. Have a lovely rest of your weekend :)
10 hours agoEmmalene was really helpful I resolving an issue due to a mistake I’d made. She was helpful and polite and I appreciated her asssistance.
Date of experience : 08 September 2024
1 Sept 2024Kirsty and peta at the new look customer support team were excellent and very promptly got my refund sorted out. They both also sent me regular friendly updates to let me know what’s happening. Excellent all round when they dealt with ny complaint.
Date of experience : 01 September 2024
Reply from New Look
Thank you for your 5* review for Peta and Kirsty. We will make sure to pass this onto them as we know it will make their day. we hope you come back and shop with us again soon.
Inadvertently bought an item that was damaged. Kerry S was really helpful in getting my problem resolved - took all of the details and fixed it for me!
Date of experience : 05 September 2024
Reply from New Look
Thank you for your 5* review. It's great to hear that Kerry S was able to help resolve your issue for you. Have a lovely day! 😊
43 reviews 4 days agoAbsolutely brilliant!! I love New Look. Lost a parcel through Evri and New Look sorted it out straight away. Great quality and choice of product. Always my go-to. Highly recommend 👍🏼
Date of experience : 28 August 2024
Reply from New Look
Thank you for your 5* review. It's great to hear that we were able to help resolve your issue for you. Have a lovely day! 😊
13 reviews Updated 5 days agoOrdered a bag for my daughter and paid for next day delivery - £5.99. Received an email advising there was a delay and my item would not be delivered as planned. Had to source an alternative bag! New Look did send me a £5 voucher for the inconvenience - personally I feel that a £5.99 refund should be arranged instead of this!? Seems that the next day delivery option is causing issues for several customers. New Look should not offer this service if it is proving too difficult for their chosen courier! Very disappointing!
Update 4/9/24 - Jasmine reached out from customer service and has kindly arranged a refund of the £5.99 delivery charge. Thank you!
Date of experience : 03 September 2024
Reply from New Look
Thank you for your review. We have contacted you via email to discuss this further. Many thanks
39 reviews 4 days agoDreadful service. Ordered twice on next day delivery neither turned up next day. Wrote to NL asking for my delivery charges to be refunded - told they would take 5 to 7 working days to respond. NL you know the parcel hasn't been delivered on time, just give me my money back, stop holding onto it for your benefit.
Date of experience : 28 August 2024
Reply from New Look
Thank you for your review. We have contacted you via email to discuss this further. Many thanks
6 days agoIzzy helped with my query and promptly sorted it out, i have reordered my item with a 25%off code that was sent also to me, great customer service just hoping that the warehouse send my full item set🤞
Date of experience : 03 September 2024
Reply from New Look
Thank you so much for your 5 star review! It's great to hear your query was dealt with quickly by Izzy. Have a lovely rest of your week 😊
3 days agoReceived a terribly-worded snarky email saying that apparently I have returned a lot of the items I have bought over the past year so they will be "monitoring me" and may place limits on my ability to place orders in the future. Eh?? Don't worry about it, that's lost you a long-term customer. I don't return many items as a rule but your sizing, poor product quality has led to this. And I would suggest you review your comms and general customer service approach if you don't want to lose more people. Clearly my business is not important to you. Who do you think you are?! See you, New Look.
Date of experience : 04 September 2024
Reply from New Look
Thank you for your review. We have contacted you via email to discuss this further. Many thanks
3 days agoI bought a pair of sandals after 3 wears the sole of one of them completely split in half while I was wearing them to go out. I emailed the twice with photos and asked for a replacement pair ,they replied saying they would look into it,then nothing so I mailed again,same reply.never heard from them since.wont be buying anything else. Very disappointed.
Date of experience : 05 September 2024
2 days agoGreat customer service from Alana. She dealt with my issue quickly and efficiently.
Date of experience : 06 September 2024
Reply from New Look
Thank you so much for your 5 star review! It's great to hear your query was dealt with quickly by Alana. Have a fantastic rest of your week! 😊
67 reviews Updated 3 days agoAbsolutely shocked to see a parcel that I paid delivery for left on my doorstep half open, contents wet! How on earth did that pass quality control?
I’m seriously not happy.
***** NO HELP VIA EMAIL TODAY
Date of experience : 05 September 2024
Reply from New Look
Thank you for your review. We have contacted you via email to discuss this further. Many thanks
26 reviews 2 days agoDanielle was great, knowledgeable and efficient. There should be more Danielle’s in the customer service industry! 😊
Date of experience : 06 September 2024
Reply from New Look
Thank you so much for your 5 star review for Danielle. We will make sure to pass this onto them as we know it will make their day 😊 We do hope you come back and shop with us again soon.
Emma located my package very quickly and organised my refunds promptly
I found her to be very helpful and understanding
It is awful when your package has not been delivered and you have been charged. Emma ensured that all was well 😀😀
Date of experience : 22 August 2024
Reply from New Look
Thank you for your lovely review! We are so pleased to hear that Emma was able to provide great service and she will be thrilled to receive this feedback. Have a good day!
7 days agoDavie in CS was so helpful and got my query resolved in 1 email! 1email to CS in unheard oof.very thankful and won't hesitate to contact them again.
Date of experience : 01 September 2024
Reply from New Look
Thank you so much for your 5 star review! It's great to hear your query was dealt with quickly by Davie. Have a fantastic rest of your week! 😊
Updated 3 days agoWell I have to experiences to write about, one being a 5 star review from an in store experience and the other a (now) 3 star experience from customer services online.
In store was great, store was clean, tidy and plenty of staff restocking, tidying and serving too. Last who served my daughter and I was attentive, polite, friendly, efficient and overall added the cherry on top to an otherwise good experience, this turned into a great experience…now the zero review stems from me getting in touch with CS to ask them to pass on our gratitude and thanks and so they were aware of the excellent CS we received in store. I have had 2 generic emails back, neither of which mentioned my message, not acknowledging my thanks at all. Bog standard copy and paste responses which is absolutely disgraceful. I bet if it was a complaint then they would have been in touch with the staff member then!
I had an email in response to my feedback that they asked me to fill in, would seem that the CS employee forgot to send the correct email to me and instead sent 2 of the same asking me to rate my experience. In light of this I have changed my overall rating to a respectable 4 out of 5, not pressing send is an easy mistake I guess but still room for improvement. The bitter taste has gone, happy to report my comments HAD been passed on to the team member in the store and all were happy that my daughter and so had a great experience in store.
Date of experience : 29 August 2024
Reply from New Look
Hey, thank you so much for your review. I am really sorry to hear about your experience within our Customer Care team. Could you please provide us with some more details so we can look into this for you? Thank you.
