Hush Homewear Tracking Order Status

I bought a plain white V necked Tshirt from HUSH online as wanted V necked, long sleeved organic cotton. When it arrived the fabric was much thinner than expected, also the fabric was stripped striated. Is it normal for quality clothing to fall apart after a year of occasional use? Now there are loads of holes in it, under the armpits, never had this problem before, seems very poor quality.

Really quick, helpful and personal answer to my query about an order. No AI here- just a lovely individual called Jan.

I bought a pair of Rowan jeans and they were gorgeous quality but unfortunately didn't suit me. I emailed customer service as I didn't have an order number and they replied within minutes sorting everything I needed to make the return - thanks Adrian! Very impressed with the service and quality of clothing! Thank you

Really good customer experience, boots I ordered were faulty and they were able to refund me fully and apologised profusely. I would order again from them as appreciated the kind service!

I love their clothes and own a lot of Hush items but the recent experience is horrid. I wish I read the reviews before ordering at all, at least I would have been warned about the quality of customer service and considered every order a gamble. Ordered two items, parcel arrived opened and only one item was inside. I refused to accept the parcel (the postman suggested I shouldn’t accept it), took pictures of all this, sent all this to Hush. Only automated response with the ticket number and then one that their relevant team is “investigating”. Asked a week later about the status, no response. Hello Hush, are you OKAY? Do you know how frustrating it is to get an unsealed parcel with a missing item? Can you actually imagine how frustrating it is not to hear back even just with a simple line about the status of inquiry? I am not a first time buyer and I haven’t sent any item back, was always happy. What exactly are you investigating? Do you want me to wait until you find out why the parcel was opened and the item magically disappear? Good luck to me then, I guess. I normally turn my back to anything that has bad customer service. It’s nice when the quality of clothes is great but when something goes wrong, the frustration of how all this is handled is adding to the incident itself. Update: after the response to this review from Hush (thanks to the team who is monitoring Trustpilot - you are doing great work!), I contacted the team through the address provided here (different to the previous ones I had through website channel), outlining my previous attempts to communicate. The question was resolved rather quickly after that so I am changing the number of stars here to reflect fair on the whole experience.