Many reviewers say returns stay unresolved and refunds take a long time. Several describe website and returns-portal glitches that stop the process. Another set of reviews highlights quick, effective help from individual agents. Some shoppers also point to pre-selected delivery protection charges as an unexpected extra cost.
Examples from available reviews (Aug 2022 – Mar 2026).
Over a month waiting for a £600 refund with automated replies.
“Over a month later I'm still waiting for £600 refund.”
Default pre-selected delivery protection charge felt like a money grab.
“Swap Protect, a 3rd party protection product...is a £9.99 as a default charge”
Dress arrived with a hair attached and refund is delayed.
“Horrible cheap dress which had a long thick black hair stuck to the front of it.”
Instant helpful response from Kai resolving delivery enquiry.
“Amazing Kai and thankyou for being so professional and helpful”
Many reviews describe items returned with no refund or confirmation. Even when tracking shows the parcel delivered back to the company, refunds often do not follow. A smaller number mention quick refunds and smooth support via messenger.
Several customers say a delivery protection fee was pre-selected without clear consent. Others feel the price does not match garment durability or build quality. A smaller group praises fair quality and fast delivery for well-made dresses.
Shoppers often run into errors on the returns form and portal, such as login problems and broken third-party pages. Some mention confusing sizing guidance and stock messages. Despite this, some orders still arrive quickly with tracking updates.
Many reviews report faults on arrival or after one wear, including split seams, broken zips, stains, and items that appear previously worn. Several reviewers also criticise the fit and construction. A minority describe high-quality fabric and careful workmanship.
Reviews often mention automated replies, slow or missing email responses, and no phone option. Dispatch confirmations and order updates are frequently missing or inconsistent. Fast, helpful replies from named agents do appear, but less often.
Most feedback is negative, focusing on returns that stall, delayed refunds, and limited access to real support. A few reviews describe quick fixes through messenger or specific staff members. This leaves a stark gap between responsive personal help and broader service issues.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: March 2026
Returns portal prevented completion and customer service provided no helpful reply.
“their returns portal which is not allowing me to continue with my return”
Unexpected delivery protection and pricing errors left customer disputing charges.
“fee of £10.49 for ‘delivery protection’ which is apparently automatic applied”
Received a worn dress and encountered circular chatbot responses.
“Coast sent me a dress that had already been worn”
Unable to get a return address for overseas returns and fear losing £600.
“I’m afraid of losing the whole 600 GBP + shipping fee.”
Returned parcel shows delivered but refund hasn't been issued.
“On Inpost tracker, it shows the item was delivered back to Debenhams on January 19th”
Easy returns and prompt refunds after helpful messenger support.
“I received my refund for both dresses within 7 days.”
Misleading stock messages and poor customer communication caused frustration.
“False advertising”
Return recorded but company denies receipt and ignores enquiries.
“Coast are now saying that its hasn't been received”
Fast delivery and timely refunds; lacked warehouse receipt notification.
“I received my refund within 7 working days of them receiving the goods back”
Poor quality for price and no refund after return.
“Quality for the money is terrible.”
Returns process failed, AI support unhelpful, refund incomplete.
“it was wrong! They have only refunded for 3 dresses, not 4!!”
Company claims gift card refund despite no confirmation and underpaid.
“Coast claiming I selected refund by gift card when there is no evidence”
Multiple refunds pending despite tracking showing items delivered to Coast.
“It’s now been 24 days since I returned all of the items”
Stolen parcel claim approved but company unresponsive and refund delayed.
“I'm £300 out and no progress at all.”
Facebook messenger customer service was instant and faultless.
“Customer service via Facebook messenger was instant, could not fault!”
Unable to return due to site issues and minimal responses.
“I tried returning items at the start of November but was unable to as their website wasn't working”
Default pre-selected delivery protection charge felt like a money grab.
“Swap Protect, a 3rd party protection product...is a £9.99 as a default charge”
Concession returns link failed and refund method unclear.
“it just goes to an Evri page that says 'Oops something went wrong”
Returned item 20 days ago with no refund and poor support.
“I returned good 20 days ago and still no sign of a refund.”
Delivery protection pre-selected and non-refundable felt like a con.
“you have to OPT OUT of delivery protection £10:45”
Still waiting over 21 days for a refund of hundreds of pounds.
“still waiting for a refund ober 21 days”
Unable to contact company and still awaiting a missing return refund.
“impossible to get in touch with”
Items arrived promptly; website lacked sizing guidance and stock clarity.
“Items arrived in good time and were as shown on the web site”
Return label didn't scan in Ireland and refund is still pending.
“label they gave me does not scan in Irish Post Offices”
Unexpected delivery protection charge and poor automated customer service.
“charged a further £3.99 delivery protection without even selecting this option”
Quick and efficient response from Kai about a late delivery.
“Kai was great in responding quickly and efficiently to my email”
Orders arrived disorganised and returns were unhelpfully managed.
“absolute shambles !”
No dispatch confirmation and no response to email enquiries.
“Have so far been waiting five days for dispatch confirmation”
Automated returns via third parties left refund unresolved for weeks.
“Coast do not have a telephone number or a customer service team”
Creased items and automated responses have delayed refunds for dresses.
“Absolute nightmare of an experience.”
Zip broke on first wear and support requests received only automated replies.
“The zip broke on my dress”
Instant helpful response from Kai resolving delivery enquiry.
“Amazing Kai and thankyou for being so professional and helpful”
Parcel lost by courier and automated replies gave no resolution.
“evri confirmed they have lost it”
Returned items over two weeks ago and no refund received.
“Returned both items 2 weeks ago and no sign of a refund.”
Dress arrived with a hair attached and refund is delayed.
“Horrible cheap dress which had a long thick black hair stuck to the front of it.”
Top fell apart after one wear and refunds went unanswered.
“I wore the top once and it fell apart at the seams”
Poor quality and sizing, with a convoluted refund process.
“The clothing sold is poor quality, overpriced, and with awful sizing.”
Clothes returned over 15 days ago with no acknowledgment or refund.
“clothes returned over 15 days ago”
Wrong dress sent and prolonged delays receiving refund despite returns.
“One of the dresses they sent was wrong.”
Automated responses and changing refund dates delayed a £280 refund.
“Absolutely zero customer service.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Coast is a British womenswear retailer focused on occasionwear and dresses. It sells clothing and accessories online and through partner outlets. Product pages usually show photos, fabric details, care instructions, and size guidance. The website offers UK and international delivery options and takes common payment methods.