Hatley – Cashback, Rebates & Rewards

Love the clothes but not the delivery times!! Please be aware how slow it is and bare in mind when ordering. Nearly 2 weeks and no shipment! I'm wondering if I will ever recieve my order actually. I won't order from here again.

I live in the UK and I ordered a girl’s fleece age 10 on Black Friday for Christmas. I got a boy’s fleece age 5 instead and when I emailed customer service 3 times, I got nothing back. I actually called them and left a message on their voicemail and this prompted them to correspond with me. I eventually got the correct item in January. Next saga. I ordered 5 items in their January sale. A parcel arrived with 4 items, but missing another girl’s fleece like the original one as a spare to help with my granddaughter’s busy life. I’m now exhausted with emailing them back and forth. They assured me that the fleece was coming in a separate package, and provided me with a tracking number. This shows that it got to a dock in Lasalle, Canada and ends there. Hatley are ignoring this and trying to tell me that it was delivered to me and to check with my neighbours. Actually, Hatley are referring to the 4 items in the package I received which is a different tracking number and I’m tearing my hair out trying to get them to follow up on the missing package. I’m assuming that the employees there aren’t long serving and are just trying to fob me off without actually listening to what I’m saying. I definitely won’t order again from Hatley, Canada but try Hatley at John Lewis.

I have always been delighted with the clothes I have bought for my 9 grandchildren and with the speed of delivery. However, Hatley sent an order to me on 6th Jan which the UPS app advises was damaged and packaging destroyed within 5 hrs of arriving in the UK. No-one has been in touch with me to advise what happens next and my three email approaches to Hatley have gone unanswered. Very very poor customer service.

This has been the WORST customer service experience I've ever had! I ordered an item for my son during the Black Friday sale the last week of November 2024. I’m received notification Dec 2, 2024 it was delivered, but I never received it. I contacted customer service immediately, but received no response for a week. I followed up again and was told since I had waited so long they would resend the product, but needed my address. I provided my address, but received no acknowledgement for several more days what the status of my order was. I followed up again expressing my concern that it was not going to be delivered in time for Christmas. I was told it was with shipping and that I would receive confirmation when it left the warehouse. On December 18th I was issued a refund for the product only, not the shipping. When I followed up to understand what happened, I was told the product was returned, so a refund was automatically issued. Since the product was automatically refunded, they would not be able to send me a new one, so I would have to reorder at the regular price, and since it was less than a week before Christmas it would not likely arrive before the holidays. I will NOT be reordering and will not be shopping from Hatley in the future.

Jacket was slightly discoloured after first wash. Filled in online form, response within. 5 minutes, 20 minutes later a replacement jacket was on its way.