Wouldn’t accept a return fr the jacket. The jacket is ‘one size’ being petite and a size 10 It looks ridiculous on. £50 wasted as they wouldn’t let me send it back . Terrible customer service
企業が回答しました
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Said jacket was delivered to Los Angeles- I live in Washington state. This is awful.how hard is it to ship to the address I provide! I emailed the company but I don’t have high hopes they’ll respond.... もっと見る
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I received my coat happy i was happy with it but it was really big .So I put in to return it in the returns pages to be told the next day we don't do returns. I had ready put an order in for a smalle... もっと見る
企業が回答しました
I’m am very disappointed with my experience and would strongly advise others to think twice before ordering from this company. I purchased a coat for my daughter which never arrived, i paid... もっと見る
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2.5
期待以下
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ネガティブなレビューの 94％に回答しています
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Wouldn’t accept a return fr the jacket
Wouldn’t accept a return fr the jacket. The jacket is ‘one size’ being petite and a size 10
It looks ridiculous on. £50 wasted as they wouldn’t let me send it back . Terrible customer service
2026年5月20日
自発的なレビュー
Puffit からの回答
Dear Customer,
We are very sorry to hear about your experience and understand how disappointing this situation must have been for you.
We understand that the “one size” fit of the jacket did not meet your expectations and appreciate you sharing your feedback regarding both the product and return experience.
Our customer support team has since been in contact with you to review your case more carefully, and we’re pleased that we were able to work with you toward a resolution.
Your feedback is extremely valuable to us and helps us continue improving both our products and customer experience.
Should you require any further assistance, please do not hesitate to reach out to our support team at any time.
Sincerely,
PUFFIT Customer Support Team
Said jacket was delivered to Los…
Said jacket was delivered to Los Angeles- I live in Washington state. This is awful.how hard is it to ship to the address I provide! I emailed the company but I don’t have high hopes they’ll respond. I wish I never ordered this coat-it will probably be a waste of money.
2026年5月16日
自発的なレビュー
Puffit からの回答
Dear Customer,
We are very sorry to hear about the concern and frustration caused by the tracking information for your order.
Our customer support team has since been in contact with you regarding this matter and has reviewed the shipment details carefully.
We would also like to clarify that the package was delivered to the shipping address provided on your order. The tracking update mentioning Los Angeles relates to the international transit process of the shipment. As the package was shipped from China, it first arrived at a logistics facility in Los Angeles, where it was transferred to a local carrier for the final delivery to your address in Washington state. At that stage, a new tracking number was assigned for the domestic delivery process.
We understand that this may have caused confusion, and we truly appreciate your patience and understanding throughout the process.
Your feedback is very important to us, and we will continue working to improve the clarity of our shipping updates and overall customer experience.
Sincerely,
PUFFIT Customer Support Team
Such a good find
Such a good find! High-quality, stylish, and true to size. My new go-to brand for casual looks
2026年5月1日
自発的なレビュー
Puffit からの回答
Dear Customer,
Thank you so much for your wonderful feedback!
We're absolutely thrilled to hear you love the quality, style, and fit.
Your satisfaction means everything to us, and we look forward to serving you again soon.
Best regards,
PUFFIT Customer Support Team
I wish I’d read these reviews before…
I wish I’d read these reviews before buying. I’m being forced to keep an item that doesn’t fit. Their ‘one size’ is huge and drowns anyone a size 10 or smaller. Such a shame as they aren’t cheap products. Very disappointing. Their refund policy should be made clear when buying, but after. How they are allowed to get away with it baffles me. It’s against UK law.
2026年5月3日
自発的なレビュー
Puffit からの回答
Dear Customer,
Thank you for sharing your feedback. We’re truly sorry to hear that the item did not fit as expected and for the frustration this has caused you.
We understand how disappointing it can be when sizing does not meet expectations, especially with “one size” items. Your feedback regarding fit and clarity is very important to us, and we will continue working to improve how sizing information is presented to help customers make more informed decisions.
We’re also sorry for any confusion regarding our return policy. We always aim to make our policies as clear as possible, and your comments highlight that we still have room to improve in how this is communicated.
We would genuinely like the opportunity to review your case further and see how we can assist you. Please feel free to reach out to our support team with your order details so we can look into this and work toward a suitable solution for you.
Thank you again for bringing this to our attention.
Kind regards,
PUFFIT Customer Support Team
Puffit からの回答
Dear Customer,
Thank you so much for your wonderful feedback!
We're thrilled to hear you love the fabric, style, and value.
Your satisfaction means everything to us, and we look forward to serving you again soon.
Best regards,
PUFFIT Customer Support Team
I've never experienced such awful customer service...
I've never experienced such awful customer service that I honestly question this companys business model.
I ordered a jacket, paid for exress shipping as I wanted it for a trip. They had unfortunately sent me the wrong colour. I emailed first to ask if I could exchange it for the right colour, they told me that there was no error on their manufacturing centre and offerred me a 30% refund. I messaged them via chat and told the same, and sent proof again. They asked if I could try it on and if I like it i can keep it for 50%. I said again, I did not like the colour, I did not want to keep it, I was going to try to even get the right color for my trip, but after realizing that wsnt possible and being told they dont do exchanges, I asked if they could refund me. They said that they would refund me if I sent them a video of the jacket destroyed. I said that seems a little wasteful, I'd rather donate the jacket or ship it back to them. I even offered to ship it back at MY OWN INITIAL COST if they would deduct the shipping costs from my subsequent order for the right colour, and they refused. they said there was no way the could determine who made the mistake and that this policy protects them from customers who maliciously return things (Even though i had sent proof this was not the case).
I've never heard of a model where the item has to be destroyed in order to receive the money back. I can understand why a company might consider it to prevent fraud, but in a case where they were clearly in the wrong, creating excess waste seems irresponsible and unnecessary and shows the companys disregard for their own impact on the planet, and lack of accountability for their own mistakes. And when solutions were offered to circumvent impact, they were declined. Furthermore, I was never at any point supported in trying to get the right colour of the jacket on time; rather bullied into destroying a perfectly good jacket on the basis of 'princple', despite me not clearly having been the one to make the mistake. I'm not someone who typically tries to buy more eco-friendly, but this company's complete disregard and lack of accountability is one were my coins will no longer be going towards. I would strongly hope that thhis company takes a look at their return/exchange policy to make it more fair for customers especially when the error is on THEIR part, but until then i would not recommend this company to anyone. The potential hassle that could occur due to their own mistakes is not worth it.
2026年5月2日
自発的なレビュー
Puffit からの回答
Dear Customer,
Thank you for taking the time to share your experience. We’re truly sorry for the frustration and disappointment caused, especially regarding receiving the wrong item and the difficulties you encountered during the return process.
This is not the experience we want to provide, and we sincerely apologize for how your case was handled.
We would like to confirm that your case has now been fully resolved, and a full refund has already been issued. We understand that this does not undo the inconvenience caused, but we hope it helps to address the situation.
Following your feedback, we have carefully reviewed this case internally and have already made improvements to our return and after-sales processes. Our goal is to ensure that similar situations are handled with greater flexibility, clarity, and care moving forward.
We truly appreciate you bringing this to our attention, as it helps us improve. If you’re open to it, we would welcome the opportunity to continue assisting you and restore your confidence in our service.
Kind regards,
PUFFIT Customer Support Team
No refunds if it's not the correct size!
The coat is far too big and I can't return it. This is a joke!
I will never buy anything from this company again.
2026年4月24日
自発的なレビュー
Puffit からの回答
Dear Customer,
We are very sorry to hear about your experience and the frustration this situation has caused.
We understand that the sizing did not meet your expectations, and we regret that this led to a disappointing experience.
We are pleased that we have since been able to get in contact with you and review your case. Our team has worked with you to address the matter, and we appreciate your time and communication throughout the process.
If there is anything further we can assist you with, please feel free to reach out to our support team at any time.
We truly value your feedback and are committed to continuously improving our products and service.
Sincerely,
PUFFIT Customer Support Team
good and soft material
good and soft material. good Price . nice jacket. I Love it i got 3 different colors already
2026年4月14日
Puffit からの回答
Dear Customer,
Thank you so much for your lovely review!
We're delighted to hear you love the jacket and are happy with the material and price.
Your satisfaction means everything to us, and we look forward to serving you again soon.
Best regards,
PUFFIT Customer Support Team
AVOID IF YOU DON'T WANT THE HASSLE
I’m am very disappointed with my experience and would strongly advise others to think twice before ordering from this company.
I purchased a coat for my daughter which never arrived, i paid extra for express shipping. Communication from the company was either non-existent or completely unhelpful, leaving me chasing updates with no clear answers.
Thankfully, I paid via PayPal and had to open a dispute. After going through the process, PayPal ruled in my favour and I’ve now been issued a full refund — which says a lot about how this situation was handled.
It’s incredibly frustrating and stressful when you’re left out of pocket and without the item you paid for, especially when it’s for your child.
I wouldn’t trust this company again and would urge others to be very cautious before placing an order.
Avoid if you don’t want the hassle.
2026年3月30日
自発的なレビュー
Puffit からの回答
Dear Customer,
We are extremely sorry to hear about your terrible experience and sincerely apologize for the distress and inconvenience this has caused you and your daughter.
Your feedback is deeply concerning to us, and we will immediately investigate what went wrong with the shipment and our support process to prevent this from happening to any other customer.
We are glad to hear PayPal has assisted with a full refund. If you require any further assistance or wish to give us the chance to make this right, please feel free to contact our support team directly.
We truly value your trust and are truly sorry we failed to meet your expectations.
Sincerely,
PUFFIT Customer Support Team
Puffit からの回答
Dear Customer,
Thank you so much for your wonderful feedback!
We're thrilled you love PUFFIT and appreciate your recognition of our amazing quality.
Your support means a lot to us and we look forward to serving you again soon.
Sincerely,
PUFFIT Customer Support Team
Puffit からの回答
Dear Customer,
Thank you for your kind review!
We're so glad our jackets kept you comfortable and warm all winter long
Your satisfaction is our greatest motivation, and we look forward to serving you again.
Sincerely,
PUFFIT Customer Support Team
Scam
Scam. No information on website suggesting items shipped from china. Waiting weeks for order. No communication.
2026年3月17日
自発的なレビュー
Puffit からの回答
Dear Customer,
We sincerely apologize for the disappointing experience and frustration this has caused you.
We take all customer feedback seriously and continually use such comments to improve our service quality. We have issued an official Request for Information form to collect further details regarding your case.
Please kindly provide your order number and relevant information via the form. Once received, our support team will conduct a thorough review and follow up promptly to resolve your matter properly.
We truly hope to have the opportunity to make this right for you.
Sincerely,
Puffit Customer Support Team
I received my coat but could not get a refund
I received my coat happy i was happy with it but it was really big .So I put in to return it in the returns pages to be told the next day we don't do returns. I had ready put an order in for a smaller size.This is disgusting that you can't return the item on it not being too big.I ordered my normal size .It also cost £60 .Company's like this should be stopped.
2026年3月22日
自発的なレビュー
Puffit からの回答
Dear Customer,
We sincerely apologize for the disappointing experience and frustration this has caused you.
We take all customer feedback seriously and continually use such comments to improve our service quality. We have issued an official Request for Information form to collect further details regarding your case.
Please kindly provide your order number and relevant information via the form. Once received, our support team will conduct a thorough review and follow up promptly to resolve your matter properly.
We truly hope to have the opportunity to make this right for you.
Sincerely,
Puffit Customer Support Team
The zip broke off the jacket and was…
The zip broke off the jacket and was told could not return over the 30 days very dissapponted i have other puffit coats and it has put me off buying again
2026年2月2日
自発的なレビュー
Puffit からの回答
Dear Customer,
We sincerely apologize for the disappointing experience and frustration this has caused you.
We take all customer feedback seriously and continually use such comments to improve our service quality. We have issued an official Request for Information form to collect further details regarding your case.
Please kindly provide your order number and relevant information via the form. Once received, our support team will conduct a thorough review and follow up promptly to resolve your matter properly.
We truly hope to have the opportunity to make this right for you.
Sincerely,
Puffit Customer Support Team
Zip broke after a few wears along the…
Zip broke after a few wears along the front of jacket but because it was outside 30days no return or replacement possible. Extremely poor customer service!
2026年2月12日
自発的なレビュー
Puffit からの回答
Dear Customer,
We sincerely apologize for the disappointing experience and frustration this has caused you.
We take all customer feedback seriously and continually use such comments to improve our service quality. We have issued an official Request for Information form to collect further details regarding your case.
Please kindly provide your order number and relevant information via the form. Once received, our support team will conduct a thorough review and follow up promptly to resolve your matter properly.
We truly hope to have the opportunity to make this right for you.
Sincerely,
Puffit Customer Support Team
DON'T WASTE YOUR MONEY
DON'T WASTE YOUR MONEY. Your typical cheap China coats, fine. HOWEVER THEY DON'T DO RETURNS AND THEIR CUSTOMER SERVICE IS TERRIBLE. I wish I could triple size those words.
I bought some coats, followed sizing recommendations - read a million reviews - read their return policy and somehow the ones I got were giant and I'm not small person. When I went to return them the day after I got them - they denied it and then when I asked why - all they said in their email was - we don't do returns. That's it!
It's basically like a scam, you can't even leave review on their website only on trust pilot and they don't do returns for online clothing sales, that's insane. Plus if you DON'T DO RETURNS - why do you have a return policy listed on your website!!!!!!!!! Makes it feel super sceezy,
2026年2月9日
自発的なレビュー
Puffit からの回答
Dear Customer,
We sincerely apologize for the disappointing experience and frustration this has caused you.
We take all customer feedback seriously and continually use such comments to improve our service quality. We have issued an official Request for Information form to collect further details regarding your case.
Please kindly provide your order number and relevant information via the form. Once received, our support team will conduct a thorough review and follow up promptly to resolve your matter properly.
We truly hope to have the opportunity to make this right for you.
Sincerely,
Puffit Customer Support Team
Puffit からの回答
Dear Customer,
Thank you so much for your kind feedback and positive recognition! 😊
We’re glad our team could respond promptly and resolve the matter for you, and we’re delighted that you’re satisfied with the quality of the jackets.
Your support means a lot to us. We will keep maintaining high-quality products and thoughtful customer service for every purchase.
Wish you a wonderful day!
Sincerely,
Puffit Customer Support Team
Man kann bei dem Retourenprozess normal…
Man kann bei dem Retourenprozess normal auswählen, dass die Jacke beispielsweise entweder zu groß oder zu klein ist. Dann stellt man eine Retourenanfrage. Diese wird abgelehnt! Eine Rücksendung ist nicht erlaubt, obwohl es anders beim Kauf steht. Betrug!
2026年1月15日
自発的なレビュー
Puffit からの回答
Dear Customer,
We sincerely apologize for the disappointing experience and frustration this has caused you.
We take all customer feedback seriously and continually use such comments to improve our service quality. We have issued an official Request for Information form to collect further details regarding your case.
Please kindly provide your order number and relevant information via the form. Once received, our support team will conduct a thorough review and follow up promptly to resolve your matter properly.
We truly hope to have the opportunity to make this right for you.
Sincerely,
Puffit Customer Support Team
Ordered from this company and have had…
Ordered from this company and have had the worst experience. I ordered two items and they were sent in two separate packages. I did not receive my second item. I reached out to customer service department and they rudely told me it was delivered and there was nothing they could do. I let them know that nothing had been delivered and they send me a picture of my mailbox yet the notification mentioned it was left at my door. Why would the delivery driver show a mailbox if they have no access to it? My package is was not delivered and they refuse to offer a solution. Now I’m out of $50. Do not order from them, they do not care about customers.
2026年1月6日
自発的なレビュー
Puffit からの回答
Dear Customer,
We sincerely apologize for the disappointing experience and frustration this has caused you.
We take all customer feedback seriously and continually use such comments to improve our service quality. We have issued an official Request for Information form to collect further details regarding your case.
Please kindly provide your order number and relevant information via the form. Once received, our support team will conduct a thorough review and follow up promptly to resolve your matter properly.
We truly hope to have the opportunity to make this right for you.
Sincerely,
Puffit Customer Support Team
Nach 1 Woche 2 Jacken kaputt
Nach 1 Woche Tragezeit ist der Gummizug von 2 den selben Jacken in versch. Farben kaputt gegangen. Total schlechte Qualität. Würde nie wieder dort kaufen.
2025年12月23日
自発的なレビュー
Puffit からの回答
Dear Customer,
We sincerely apologize for the disappointing experience and frustration this has caused you.
We take all customer feedback seriously and continually use such comments to improve our service quality. We have issued an official Request for Information form to collect further details regarding your case.
Please kindly provide your order number and relevant information via the form. Once received, our support team will conduct a thorough review and follow up promptly to resolve your matter properly.
We truly hope to have the opportunity to make this right for you.
Sincerely,
Puffit Customer Support Team
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