I made my first order about a month back and my payment went through but my items never arrived after sending multiple emails to which they never replied. I eventually got a refund, and have since made an account because they do seem to be trustworthy but I just hope it doesn't happen again.
Review by Nuelyn Damsa1 month ago
Why do I have to give them one star? They don’t even deserve one. I placed an order and the item never arrived. I called only to be told the item was out of stock. No explanation as to why I want contacted to be informed of this. I was told it was because they had moved to a new epos system their stock levels were inaccurate. Absolute rubbish. Asked when the item will be back in stock to be told “we will investigate and call you back”. Do I need to say I never got a call back and eventually had to call them myself. Wouldn’t listen to a word I said and just offered refund. Still no reply to any of the emails I sent them.
Review by Nicolaemc2 months ago
Online shopping is not their expertise! Mid July I ordered 3 items. At delivery two of them were wrong. I sent them back immediately and had to send several reminders to get my money back (114.19 Euro) as apparently they couldn't replace by the correct items. Finally then refunded ... but only 103 Euro.
I'm done now sending reminders.
Review by Fudia Purs2 months ago
Buying from their website is a pain.
Add items to your basket and it says OUT OF STOCK , but you can go into their shop and get the items. What is that all about ???? Maybe to get you to buy more stuff from their shop.
I eventually after 6 weeks went elsewhere .
P.s And they do not reply to your emails, still waiting after 5 weeks.
Review by TitusWeekes Mendelle2 months ago
The sign of any good company is how they handle themselves when things go wrong and Clonezone have managed to get it very wrong!
Having paid for next day delivery I emailed to ask for the tracking number on the delivery day only to be told that my order had not been sent yet and would not arrive for a further 3 days.
There was no offer of refunding the premium paid at this point and it also meant more time wasted to be at home so I cancelled the order being told a refund would be aprox 5 days.
10 days later nothing so having emailed and called I was told that the refund had not been done as the manager was away so could not be authorised.
I was told yesterday it would be done and they'd email me confirmation but of course no email and no refund still.
Very poor service recovery, well there's none to be honest. They clearly do not care about their customers.
I will flag this now to my bank to dispute the charges.
This was all handled by Aiden at Clonezone.
Review by Maimuru3 months ago
I’m not sure which part of my experience at Clone Zone I enjoyed the most...
The obnoxiously loud music that increased in volume due to being turned up while I was trying to try items on, or the obnoxious and unhelpful staff working at the London store.
The store was totally dead, the staff didn’t even say hello and just stared at me as I entered the shop, they didn’t ask if I needed any help looking for anything either.
It wasn’t exactly the most welcoming environment.
And why was the music so loud?? It was really disorientating and distracting.
I asked if I could try on two items and showed them what I had, one of them directed me to the changing room, then the other shouted across the store CAN YOU LEAVE YOUR BAG HERE.
There are better/more polite ways to let someone know they can’t take their bag in.
It was really embarrassing and made me feel uncomfortable.
Maybe have a sign near the changing room as there wasn’t one.
Maybe let customers know in advance? Especially if they’re a newbie in your store. Maybe don’t just have one of you take authority to decide someone should leave a bag by the till. I don’t know if this is a blanket rule or if you just judge people on appearance. Either way - it’s a bit dehumanising.
I had valuable items in there so it’s not always convenient/reassuring to demand people leave their personal belongings by the desk unattended.
It would also help if you installed some mirrors in your changing rooms so people can actually see what they’re trying on rather than dumping loads of storage boxes in there.
I would’ve thought the guys working in CZ would have been approachable and friendly, and it was the polar opposite and a bad experience for me.
Will not go back or buy anything from here again.
Review by Fahedra3 months ago
Total scam site. No order confirmation, no reponse to "customer service" emails, no response to social media. They even had the nerve to tweet they have prolems with their system and ask to dm them on twitter and when you do, zero response. Thrn they delete that tweet. They were happy to take the money tho. No product received. Scam site, avoid.
Review by Cheenu Akhbar4 months ago
I have bought in person in the Soho store. Its very well stocked. The guys are knowledgeable, helpful and friendly.
Its a must go venue when I am in London!
Review by Rosetta4 months ago
I have been in contact with them multiple times and ordered many products from them and never had a bad experience.
These bad reviews are mindblowing to me.
Review by LowriB5 months ago
Due to lack of email communication in confirming the order or tracking the parcel, left bad review previously but changed it now. Ordered items arrived in two separate parcels on different dates resulted me to believe my order has not been processed correctly. Improve the system in notifying the customers of the order and the parcel tracking please. Thanks
Review by Maebacwireless5 months ago
Unacceptable behaviour from a retail company. I placed a purchase two weeks ago with next day delivery. It has now been two weeks and I have not received my orderl. I have emailed the company twice and not received any response. I have purchased from them a little over a month or two ago and had no issues. However, it seems if you do encounter an issue you may as well say goodbye to your money and don't expect to hear from them or receive any form of customer service. Given there are multiple online stores that offer the same products I am unlikely to ever use this company again and I would not recommend this company to anyone.
Review by Eesuu5 months ago
Superb service from the boys at Clonezone. my package arrived in only 3 working days so for that a very big thank you, the package itself was well sealed perfectly, i really couldn't recommend these guys enough.
Review by RinnyBess5 months ago
Great site, easy ordering process. Free shipment by courier to the Netherlands, came within three days.
I sent an email to ask for a track and trace number, which was given to me by Dan (friendly guy) within a few days, so all went perfect.
Would certainly recommend this shop.
Review by Franisco Binless6 months ago
Order placed in April & all items arrived. All good. Returned one item for refund. Nothing processed. Received an email to say someone had left the business & it would be processed... two months later I have now received the refund. Customer service is below my expectations . I thought I was dealing with a trusted gay retailer. Clearly not!
Review by JMurphree6 months ago
After searching online for a pair of pants that were out of stock from the manufacturers website, I finally tracked a pair in my size to Clonezone. Being from Australia I could not order directly from the site so I had to call them directly to place the order. I spoke to Topher. He was friendly and a great help, calling me back quickly with an exact cost after conversation to AUD + postage costs and had my order sent out very quickly.
Review by McHale7 months ago
I should read those reviews before my purchase :( I met also ignorant customer service. They didn’t send what I ordered but they took money. I sent several emails and they do not respond or if they respond it takes time plus they do not answer what I asked. I hope at least I will refund my money back :(... Can someone tell me what to do? With whom I can speak in Clonzone? Customer service doesn’t response appropriately... But for sure I wont leave my money any more with this store...
Review by CameronM9 months ago
0/10 - The advertised Telephone lines are "dead" - I called one of the London Stores and was told that they had a "private" telephone number but could not give it out to customers..??
Items Missing from order.....
They do not meet their own delivery time windows...
I am still awaiting on another order...won't hold my breath..
This will be the last time I give me business to this company: in my experience Prowler are much much more Customer Focused and have Telephone numbers that actually exist.
Review by AlaskaRon Sulsh10 months ago
After I changed my mind on first order weirdly zero return forms or labels to return the items so I had to call the Head Office which doesn’t answer telephones before 1000 or after 1730....
After chasing and finally receiving the required labels to return the goods I got a proof of postage and despite emails confirming receipt of the package zero refund been raised weeks later.
When ever you call and speak to Daniel he either tells you the person raising the credits is off sick, or only works Wednesdays doing refunds so each week you miraculously miss the credit being raised.
Then promised refund within 5 working days and when that time passes they email again stating refund on its way without any explanation where my original refund is.
Report all purchase to your credit card company as Clone Zone is questionably dodgy. Even with threat of reporting to Trading Standards they still won’t help, as they wont give you any details on Head Office Managing Director or someone who can actually give you your money back. NEVER USE THIS COMPANY.
Review by Jardine1 year ago
Ordered on a Saturday, had no updates at all, so I emailed them on Tuesday to ask for an update, I was told that it had been sent out and to wait a few days, so I did...
Come Friday, still nothing, so another email and another reply saying that they'd got an update and it should be with me soon...it finally arrived on Wednesday but with a postage label on it that said it had been posted out on FRIDAY!!
So they had my order for a week and did nothing with it, and then lied to me about sending it out.
I wouldn't order from them again, and wouldn't recommend them based on this experience.
Review by Elphs Khambut2 years ago
Quick and reliable service, discreet packaging and competitive prices. What more could you ask for.
Review by Amane2 years ago
Miss items I don't knowed why
Review by Ishta2 years ago
I ordered 3 things, received 2, then later was sent the wrong item again + a freebie.
They tried to make it right by giving me an extra, but I still havent received what I payed for after 6 weeks, and they havent replied to my email.
Review by Nassim2 years ago
This was my first purchase from the Clonezone website and I was very impressed with the range of underwear. Much of the 2(x)ist and Jack Adams ranges are usually only available via US websites. This is fine, but you have to pay import duties on orders which bumps up the price. I shall certainly be keeping my eyes on this site before looking further afield.
Review by Thrive2 years ago
Went into the Earls Court store to try some stuff on and take pictures before making a decision. Had a look at some other stores but liked what I'd tried on at CZ the best. Ordered online and arrived within 3 days. Very happy with the product.
Perhaps staff could dress (down) more in keeping with the product range.... :-)
Review by Nao Benah2 years ago
Order made on September 18, not received to date and no response from customer service. Shameful. I lost £210. I will go to the European Consumer Center.