Original Penguin UK – Cashback, Rebates & Rewards

I have also been sent the wrong items and have received no response to any emails.

I have been sent the wrong items. And they are not replying to me. I have essentially lost £70.

Unfortunately this company lacks any kind of customer service. Having raised a non delivery query of two products on Jan 20th, as of today I am still to receive any refund. I have waited 50 days to receive a couple of generic emails stating that their customer service department is waiting on their head office to update them and this can take 48 hours. I wouldn’t mind waiting 48 hours but have now been waiting 48 days plus. I’m never updated as to what is going on but have to continually chase only to receive the same response. Clearly they have a poor customer service department or weak head office or both. Reading other reviews about them it is an obvious trend that when something goes wrong they don’t know how or want to fix. Such a shame as their products are actually quite good but after spending several hundreds of pounds on their brand, I won’t be using them again.

Don't buy anything if there's a chance you want to return! It's taken 2 months exactly from the day they received my item to process the refund. I have sent many emails, some were ignored and some were responded to days/weeks later. I have now only had my refund processed after telling them I'll have to take further action. I have received no apology or even an email with the refund, just an automatic email.

Visited the original penguin outlet shop in Clarks village, froze today, fantastic customer service very helpful, polite staff member. Highly recommended.