RAILS – Cashback, Rebates & Rewards

Ordered and paid for a jumpsuit. Waited. And waited. And waited….. Contacted Rails who casually informed me the item was out of stock and therefore they would provide a refund. Totally unacceptable that their website enables customers to purchase items that are not available, and they wait for customers to enquire before informing them and issuing a refund. Will not order from them again. There is something very wrong with their business model.

Can someone please reply to my emails!! Order #21525UK. Ive received two of the three items ordered with a delivery note that shows only the two were received and no communication about the missing third item… yet all the emails from rails have shown that I would be receiving all items? This is outrageous. Edit - I was quickly responded too and all was sorted straight away.

I have had a couple of articles from Rails the past years. I wasn’t happy about my last article but they were very quick and helpful. I would totally recommend a company that cares about the quality and client satisfaction.

I’ve purchased 2 skirts from Rails, I placed the order at the end of March, I’ve received neither of the skirts. I received a notification from FedEx to advise my parcel was due this week and I then received a notification from Rails to say one skirt had been delivered. I did receive a delivery, addressed to me but the order inside was for someone in London, not me. I emailed Rails customer Services on Wednesday morning (it’s now Friday evening) and no response, plus no UK phone number despite having a UK division. I’m a patient person and it’s not life and death but a response would be nice, especially as the items are not cheap! I cannot return the items that belong to another customer as it will just credit her account and I’m still 2 skirts down. Not a good start to my first purchase experience with Rails. *Update: Positive and helpful response received from Rails customer service. Still waiting for dispatch of other skirt, but Rails have placed a new order for the skirt that had been dispatched and didn’t arrive. A much better experience so far, thanks Laura at Rails.

I have never left a review before but, after seeing all of these negative reviews, I had to say something. Rails have the most unbelievably amazing customer service. I emailed them for advice about some damage to my purchase by my dry cleaner and, not only did they provide the advice, they totally surprised me by replacing it - free of charge. My communication with their team was fast and really personable - it was all via email (I was also nervous when I couldn’t find a telephone number) but they replied within hours and quickly resolved my situation. I could not have asked for more.