Amazing product
Amazing product - better than expected. Good quality, snuggly soft. Quick delivery and easy to order
4.5
Excellent
220 reviews
5-star
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Review summary
Truly is exceptionally well-rated by customers. Customers particularly appreciate quality and service, though some mention concerns about customer service and poor quality.
✨
Based on reviews, created with AISee what reviewers are saying
Let down twice for one order
Ordered a sale item 6th May, apologetic email the following day informing me the the item was out of stock and due to a technical error my order shouldn't have progressed, a refund was imminent. I was disappointed but these problems occur. Then waited for my refund, and waited some more. Received a Trustpilot ratings email after a week, still no sign of refund. Emailed Customer Services after 10 days of waiting from original request, then the refund was progressed the following day. Poor service not once, but twice.
I was most impressed with the quality…
I was most impressed with the quality of the garment I purchased.
Great cushions and really speedy…
Great cushions and really speedy delivery.
Company details
Information provided by various external sources
No description available yet.
Contact info
🌐
Website
www.truly.co.uk
All reviews
220 total • Write a review
Showing 111 - 120 of 216 reviews
RW
Very good experience ordering from you
Very good experience ordering from you, my order came before the date I was given so that was nice, one small downside that was you went way over the top with the packaging, but as I say 1st class service
Date of experience: August 18, 2022
F
Felicity
US
Unfriendly & unhelpful customer service
I'm not ready to review the garment yet, as you never know with cashmere. How will it wash? Will it bobble? But no, the poor rating is because of bad customer service. They offered a 10% discount on first purchase if you signed up to their newsletter, so I did. No email came through with a code, so I thought it must happen automatically at checkout, but no, it charged me the whole £140. I emailed to complain, and they said the email must have gone to junk - which it hadn't. They then offered me a code to use next time, but how do I know there will be a next time? That will depend on the quality and fit of the goods. So I asked for a refund instead of £14. They refused. I am not happy, it's poor customer service, they didn't give me what I expected and they don't seem to care. 1st March - I followed up on the offer they made below, and now they are claiming I never joined the mailing list. DO NOT TRUST THIS COMPANY.
Date of experience: February 11, 2022
Sw
Cancelled my order
Cancelled my order, over 48 hours after I placed it with the explanation ‘due to unforeseen circumstances’. Great, thanks for that. Christmas gift down the pan.
Date of experience: December 20, 2021
G
GP
US
Sub-standard Cashmere Quality
I bought a (number of pairs actually) pair of socks and after one wash by hand in cold water they disintegrated! The customer service woman said I’d washed them incorrectly and refuses to replace them! I have loads of cashmere and are fully knowledgeable about how to wash it! I didn’t even an ‘I’m terribly sorry to hear this and as a good will gesture we’d like to replace them with another similar pair as we no longer stock that style’ which would have been the right customer service approach. I strongly recommend people not to buy from them as the quality of cashmere is sub-standard.
Date of experience: November 2, 2021
AK
Very quick service
Very quick service And good quality of product received
Date of experience: August 9, 2021
VG
I was very impressed with the service I…
I was very impressed with the service I received from Truly 😊 Katie was very patient and quick to respond with all my queries and I would definitely buy from Truly again. My sister was absolutely delighted with the sheets and so I am very happy with the whole buying experience. Thankyou very much Truly
Date of experience: August 8, 2021
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