Roman Originals

I'm in the same position as many others. Returned 2 orders in the same parcel in May. Had a refund for one order but not the other. Emailed without any luck. I found a number for their accounts department previously and rang that. They put me through to a helpful lady who sorted a previous order but I cannot find the telephone number again. They are the most frustrating company I have ever dealt with. If anyone can find the number of their accounts department you may able to speak with someone. I'm not waiting for a fortune - around £38 but its my money not theirs.

I posted on here last month, having same problem as other ladies with refunds. Then the very next day I received an email saying my refund was being processed. Yay! But was still waiting on another return from the 5 June. Then... received a general email saying that they were sorry and could do better as there had been issues with a new warehouse system and 20% off was being offered. So, now being an idiot I took advantage of this and ordered a top. This was delivered the very next day - so how amazing is that, they can still get their goods out and take customers money but give money back - useless! So I am now still waiting for a refund of £40 for a dress that I returned and tracking says they received it on 5 June and I can honestly say I shall think long and hard before I order from Roman O again. Such a shame because I've been using them for absolute years and this refund problem has never been an issue in the past.

I just want to reassure everyone that things appear to finally be starting to happen at long last !! I returned a top for an exchange on 28/4 and tracked via Post Office tracking.. Roman received on 30/4. Heard nothing so emailed on 23/5 to ask when I might receive my parcel. Got the same generic reply as others i.e. we try to reply to all emails within 2 days.. clearly not as I heard nothing else. Tried ringing and got the same message about service outage. Others suggested making contact via Roman Facebook page as they had had some success through this. I’m not on Facebook myself but was about to ask my daughter to do it on my behalf through her Facebook page and if no success I would have contacted Trading Standards. Could hardly believe my eyes when I received an email from an actual person yesterday apologising for the very long delays but promising my parcel would be despatched that day.. it was and I received my parcel by next day delivery today !! I know this doesn’t make it right how we have all be treated but I hope reading this will give you all hope that your refunds / exchanges will be sorted out very soon. Take care everyone and good luck.

I have to give one star in order write my review. This company are not worthy of 1star. Returned goods were delivered/received by Roman,Birmingham on 1st May. I emailed them on 25th May and 2nd June. No response to my emails. I have tried ringing them but an automated message says they have an 'outage' problem with their telephone provider. A generic email I received on 10th June said the phone lines were now open. No they are not open. I have now gone to my bank for help in resolving this. DO NOT USE THIS COMPANY. They owe me £128. How many others are in my situation? They need investigating.

I have still not received my refund for a dress returned several weeks ago. If you return an order the trader should legally process refunds within 14 days of receiving it. From the negative reviews this is clearly not happening. They state that an outage has caused the problem. However, this does not appear to affect new orders and the taking of payments. How much money is the company retaining in unpaid refunds. 14 days is the legal requirement not months. In addition it is impossible to ring customer services. It is totally unacceptable.

Like many others I returned items for 1 refund and 2 exchanges at beginning of May. I emailed customer service as was concerned one package had been lost in transit. I was about to claim from the post office when Roman replied to say it had arrived in their warehouse and was awaiting processing. This was a month ago!
I emailed again last week and have only had the automated response. If they are having serious problems with their returns service it should be acknowledged and should be their priority. I certainly won't buy from them again and I am wondering if they are in trouble and we've all lost our money.

Having read all the reviews below, it is clear that my attempts to get any level of customer service and refund will be wasted. I have spent £200 on 3 dresses. One is fine, one is faulty and one is not required. The latter was as a result of the online ordering system overriding my request and sending me a dress I do not want. Like others, I have had no joy in getting any response from the message portal, despite it saying a response will be made within 48 hours. Clearly, this is a company which is either in trouble or is only interested in sales. Customers are definitely not important to them. A profitable company is one that has returning customers. Sadly, Romans is not one of them and customers like me will not be returning.

This was posted on Facebook 3 days ago, hopefully will get the refund I’ve been chasing for the past month.
RE: Outstanding Returns‼️
Due to a system outage at head office on 4th May, our returns process has been delayed, as many of you are aware. This significantly impacted our connectivity at head office which led to many emails and customer service queries being undeliverable to our servers. We are now working day and night to ensure every email and message is responded to as soon as possible, therefore, we recommend only sending your message once to avoid additional delays.
Since this system outage occurred, we have opened up a new warehouse to enable us to process refunds at a much quicker rate, which is proving a success. As we are in between changing over to our new returns system there has also been additional delays, especially for those returns arriving back in late April. We are now in the process of catching up on all overdue returns and appreciate your patience whilst we rectify all issues.
We would like to stress that at this time ONLY orders placed between 14th April and 12th May have been affected by these unprecedented delays. Orders placed and returned to us after the 12th May should not have been impacted and our ongoing systems are now back to normal whilst we work through the backlog of orders.
We sincerely apologise for the lack of communication and we assure you that we are working around the clock to fulfil every return as quickly as possible.
Thank you for your patience during this busy period❤️

I returned 2 parcels on the same day. 1 has been refunded the other 1 has not .. the 2nd parcel was not the order I asked for and it’s funny how that’s not been refunded. I have sent 3 messages and they have responded with they have a outage for their refunds and moved to a new warehouse and working to get refunds processed. Going to have to dispute with my credit card company as statement due to be paid next week. It’s ok them saying will be refunded but it’s over £200. I shopped a lot with RO but this has put me off ordering now and they have lost a customer.

I returned 2 parcels on the same day. 1 has been refunded the other 1 has not .. the 2nd parcel was not the order I asked for and it’s funny how that’s not been refunded. I have sent 3 messages and they have responded with they have a outage for their refunds and moved to a new warehouse and working to get refunds processed. Going to have to dispute with my credit card company as statement due to be paid next week. It’s ok them saying will be refunded but it’s over £200. I shopped a lot with RO but this has put me off ordering now and they have lost a customer.

Same as everyone else it seems, after contacting Roman 3 times on their dedicated form regarding my return I finally got a email back saying they received my parcel on the 24/4/22 & to please wait up to 21 days for a refund, still waiting, They are in fact contravening the "Consumer Protection Rights "which states refunds should take no longer than 14 days ,bearing that in mind many of us loyal customers were quite understanding & prepared to give them longer but enough is enough now GIVE US OUR MONEY !!! .I've also tried the "Resolver Co.Uk" a free service recommended by the "Money Expert" waiting to see outcome of this !!! Needless to say I'm another customer who won't be buying from them again.

Terrible how so many of their customers are having to wait weeks for refunds and with little or no communication from Roman. Yet their sycophantic followers are still singing their praises on facebook and spouting all kinds of gibberish about people should just be patient and be kind and not complain. Nothing but a bunch of pathetic women who think clothes are the be all and end all of life and that Roman staff are their best friends and can do no wrong. Get a grip, get down from your high horses and accept that on this occasion Roman are treating a lot of the customers very badly.

I ordered items and they took money out of my account for items not in stock . These were refunded further down the line. I returned items from 3 orders on 7 May and got a refund for the one order fairly promptly the next week. There were two other orders part returned at the same time but no refund for these . All have been tracked and delivered back to them on the same day. Despite calling and emailing and contacting this company on the website l still have no correspondence or do not have the full refund owed to me which is a few hundred pounds worth . I am about to raise this with my credit card company. I won't be buying from this company again . Very poor customer service.

Similar to all the other messages here I have returned a dress over a month ago and no sign of the refund despite sending numerous e-mails. About 2 weeks ago I did get through on the phone, was fed a pack of lies, and since then can't get a phone connection. I have another (faulty) dress to return but am reluctant to in case it goes into the refund black hole as well so overall I'm over £100 out of pocket.
DO NOT USE THIS COMPANY. The customer service is appalling - even the CEO Rick Christo [email protected] hasn't replied when I emailed him directly. They clearly are in financial trouble.

Roman originals, still waiting for you to do the decent thing of refund of £250 , 2019 October, of damaged clothing , by nhs dryers and their NHS staff (Kate , piercings dependant silver )and Miele washing machines and dryers ...( German brand) not your british Indesit, hotpoint or Whirlpool....All information included photographs I took of the damaged clothing ,and the parcel of the returned clothing , Hermes now Evri, the new Hermes, collected NO , £24 is nit enough to compensate me for the £250 worth of clothing , my time ......inconveniences
Awaiting the parcel purchase clothes , 1017520337 ref. No.( next day delivery ) and nothing to do with your NHS , fact.

seems there is a pattern going on here , so i sent back 2 dresses 27th april total £170 no refunds ,i have messaged them nothing, emailed them to say ive been blocked ???? why is it taking so long for refunds, i tried phoning they have a problem so answer message says !!!!!! i will be charged interest on my credit card soon if i don't receive refund !! so angry i stressed with it all,i have been ordering several dresses for daughters wedding other companies ive used refunded within 5 days. I'm disgusted with roman never again !!!!! i will give them 5 more days otherwise im taking this further

I have been a customer of Roman for quite a few years. They have always offered consistently good service and clothing. However, lately, the Customer Service has really dropped to below standard! I have an account which shows my orders but for some reason, my last order on 26th April 2022 is not showing and this is the order I am having an issue with. I ordered 4 items total amount of £105.60 was charged to my C/Card.(they qualified for next day delivery and they did indeed arrive the next day on 27th April). I kept 3 items and returned 1 item the very same day and I have a P.Office receipt.
I would have expected my refund by now but no....nothing, not even an acknowledgement of my return. The amount after the £3 charge should be £37.
I tried ringing but for the last 3 days the Customer Service phones are suffering a network outage ?????? Really? 3 days, I find this completely unacceptable. However, I emailed the issue as suggested and I'm still waiting. I explained I don't have the 'Order #' as I put the delivery note in with the return. I looked for it on my account but as already mentioned, this particular order which is my last order is just not showing??? Why???
I've had one response to my email so far.....asking me for the order number 🙃 which I've already explained I DON'T HAVE. I did however give full details of the order items, the date, the amount charged etc...surely your people can find the order number. Its not my fault that its not showing on my account.
Would somebody please do their job, find out what's gone wrong and refund my £37.
Come on Roman, this is well below an acceptable Customer Service level. 😡

I’ve seen loads of reviews about returns I’m in the same boat as they are I returned two items one of them is the 15 th of April .. It took them ages to respond to me what’s going on at Roman ? I’ve shopped with them for years and spent a fortune over the years .. I’ve not got my money back for two items 60
Pounds in total ..
yet after countless emails and you Cant ring up they say the phone lines are down.. sorry but I don’t believe it they simply don’t want complaints .. I won’t be buying anymore from Roman online I’ll try them on i the shop only but not as much choice .. very disappointed customer 😟

I ordered 2 dresses from Roman and was impressed that they were delivered the next day. Then everything went down hill the dresses was nice but a little small so I returned them on 26/04/22 and asked for an exchange. I contacted the company to see if they had received the dresses and when the new ones will be sent out. They replied on 03/05/22 to say there is a delay in sending out replacements? I have since sent 6 emails and have not received a response. My son is due to get married in a few weeks and ordered the dresses for this occasion. I am now in limbo as I cannot afford money wise and time wise to wait any longer.

Received this reply from Roman Originals, while there was no delay in taking my money, I have had to chase up acknowledgment of return and my refund-
Good Afternoon, Thank you for your email. Your parcel was received back in the warehouse on the 06/05/2022. Please note returns can take up to 21 working days to be processed due to unforeseen circumstances. Once we have processed your return we will notify you via email. Please bare with us we are try to work as fast as we can to process your return. Kind Regards, Roman Customer Services
This was cut&pasted so spelling mistake and unprofessional layout etc are sic. Notice not even an apology!
I am also unable to unsubscribe from the bombardment of marketing emails from them, I complained that the unsubscribe link does not work! But they ignored that part of my complaint.