SmallBizGenius Analysis
New Look receives mixed reviews, with many customers praising in-store experiences but criticizing online customer service and the returns process. While some appreciate the clothing and delivery, many report issues with refunds and difficulty contacting customer support.
Category Breakdown
Scores based on analysis of 264 recent reviews
Customer Service
2.5/10Many reviewers express dissatisfaction with New Look's customer service, particularly online. Common complaints include difficulty contacting support, unhelpful chatbots, and long response times, with one reviewer stating they had the "worst customer service experience ever."
45 reviews mention thisReturns & Refunds
3.0/10A significant number of reviewers report issues with New Look's returns and refunds process. Problems include delays in receiving refunds, items not being refunded, and difficulty navigating the returns portal, with one reviewer describing the process as "long winded."
38 reviews mention thisDelivery Issues
3.5/10Some reviewers report problems with New Look's delivery service. These include delayed orders, items being cancelled without notification, and incorrect items being delivered, with one reviewer stating their order was "still not dispatched" after paying for next day delivery.
15 reviews mention thisIn-Store Experience
8.5/10Several reviewers praise the positive experiences they've had in New Look stores. They highlight the helpfulness and friendliness of the staff, with one reviewer noting that the "staff in store are always so helpful."
12 reviews mention thisProduct Quality
5.0/10A few reviewers express concerns about the quality of New Look's clothing. They describe the material as feeling cheap and the cuts and styles as poor, with one reviewer stating that "the quality of their clothing is poor."
6 reviews mention thisPros & Cons
What Customers Love
"Company has excellent Customer Care in Store in Sunderland."
"Great item and fast standard delivery"
"One item retired and seamlessly returned in store"
Common Complaints
"this company had no customer service phone number to call, instead it's a robot which hasn't got a clue what youre talking about."
"Still waiting for refund , still waiting for any acknowledgment that they have my refund and still unable to speak to a human."
"Returns process not only costs you to return poor quality items but now doesnt allow you to book a home collection via Evri or Royal Mail."
"Ordered a coat two weeks ago to my local store it’s still hasn’t been delivered!!"
"New Look seems to have gone really downhill. The quality of their clothing is poor."
Common Questions About New Look
Answers derived from customer review patterns
Is New Look legit and trustworthy?
Based on 100 reviews, New Look's legitimacy is questionable, particularly regarding its online operations. While some customers report positive experiences, a significant number express frustration with customer service and the returns process. Many reviewers report difficulty contacting support and delays in receiving refunds, which raises concerns about the company's reliability. For small business owners, these inconsistencies could pose a risk, making it essential to carefully consider the potential drawbacks before making a purchase.
Based on 45 reviewsDoes New Look have good customer service?
New Look's customer service receives overwhelmingly negative feedback in the reviews. Many customers report difficulty contacting support, often encountering unhelpful chatbots and long delays in responses. The lack of a phone number for customer service is a recurring complaint. While some reviewers praise the helpfulness of in-store staff, the online customer service experience appears to be a significant pain point for many customers.
Based on 50 reviewsIs New Look worth it for small business?
Whether New Look is worth it for small business depends on the specific needs and risk tolerance. If relying on online orders and returns, the numerous complaints about customer service and refund delays suggest it may not be a reliable choice. However, if focusing on in-store purchases and benefiting from potentially lower prices, it could be a viable option. Small business owners should weigh the potential cost savings against the risk of encountering customer service issues.
Based on 20 reviewsWhat is New Look's return policy like?
New Look's return policy is a source of frustration for many customers. Several reviewers report delays in receiving refunds, with some waiting weeks for their money to be returned. Some also mention having to pay for return shipping, which adds to the overall cost. The difficulty in contacting customer service to resolve return issues further complicates the process, making it a potential headache for small business owners.
Based on 30 reviewsWhy is it so difficult to get a refund from New Look?
Based on customer reviews, the difficulty in obtaining a refund from New Look stems from several factors. Many reviewers cite significant delays in processing refunds, often without any communication from the company. The lack of a direct phone line and reliance on a chatbot system further hinder the process, making it difficult to get updates or resolve issues. These combined factors contribute to a frustrating and prolonged refund experience for many customers.
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