Reviews are split: many praise the quality and fit, plus fast delivery, while others repeatedly flag problems with returns and refunds. Several customers say money was taken off refunds for returns, often mentioning a £5 charge and occasional restocking fees. Some describe refunds as late or not received and say the returns process is hard to complete. Overall, strong product satisfaction sits alongside recurring issues with return and refund handling.
Examples from available reviews (Jul 2022 – Mar 2026).
Return charge left reviewer £8 out of pocket; won't use company again.
“Am now £8 out of pocket for 1 item. I will never use this company again.”
Refund delayed over two weeks and customer service unhelpful.
“Still waiting for my Refund .Been fobbed off for over 2 Weeks now .”
Fantastic experience both online and in store.
“Fantastic online and in store....”
Website errors led to wrong size being sent and returns became impossible.
“The website is a nightmare to navigate.”
Many reviewers mention quick delivery and helpful staff in stores. Others describe missed parcel collections, items logged incorrectly, or staff refusing to process refunds. A smaller set report fast refunds and good aftercare, pointing to uneven service.
Most negative comments focus on the cost of returning items, citing a fixed return fee and restocking deductions that make cheaper items costly overall. Several reviewers still praise sale prices and say the quality matches higher-end brands. A minority also call the combined delivery and return fees out of proportion to the item price.
Multiple reviewers report site glitches, confusing online ordering, and trouble returning items without a printer. Others describe easy ordering, accurate sizing and on-time delivery, especially when buying in store. Complaints most often focus on the returns steps and online chat support.
Many reviews praise fit, comfort and warm fabrics, with specific mentions of jeans that fit well and cosy jumpers. Some report thin material, weak elastic waistbands, and trousers splitting on the first wear. Reviews include both clear approval and specific quality problems.
Several reviewers mention missing order confirmations, slow refund updates and refund deductions with no explanation. Others praise status messages and clear delivery tracking when orders arrive early. Communication issues show up most often around returns and refund disputes.
Positive experiences come through when items match the description, fit properly and arrive on time. Negative ratings cluster around return fees, slow refunds, and unexpected deductions, with some customers saying they will not order again. Overall, the reviews show strong satisfaction with purchases but repeated problems after the sale.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Reviews (20) · Quotes shortened · As of: March 2026
Returns information was misleading and a restocking fee applied.
“Very misleading returns info.”
Quick delivery and jumper was nice and warm.
“Quick delivery. Nice warm jumper.”
Prompt refund payment for returned items.
“Prompt payment for returns”
Jeans fitted well and the length was great.
“Jeans were well fitted and length was great.”
Cosy jumper with fashionable Argyll pattern; plans to wash rarely.
“Its a very nice jumper, feels very cosy.”
Pleased with quality, selection and quick delivery.
“Love the quality and the choices available quick delivery too very happy”
Fast delivery and the fit was perfect.
“Fast delivery & fit is perfect”
Poor quality and incorrect sizing led to returns and dissatisfaction.
“The main issue was the quality and sizing of the clothing.”
Bought sale items with good value; ordering and updates were smooth.
“The items I bought were in the sale so they were very good value. The ordering process was easy and I was kept up to date about delivery. All good!”
Customer received great service from the company.
“Great service”
First-class service left the reviewer grateful.
“First class service thank you”
Delivery was as promised and the product was good.
“Delivery was as promised and the own is good.”
Damaged poor-quality hats and high combined delivery and return costs.
“I had to lay £5 to return them even though one was damaged.”
Excellent delivery service; suggests adding dressing gown length information.
“Excellent delivery service.”
Stylish clothes but delivery by Yodel failed to meet paid next-day service.
“The only let down was the delivery by Yodel, not next day delivery as i had paid for.”
Reviewer finds the £5 return fee excessive.
“£5 return fee is excessive.”
Good service, reasonably priced item and shipment updates provided.
“Great service, reasonable priced item, and kept well informed on shipment”
Three stars due to high delivery and return charges, not product quality.
“the £5 return cost rather excessive.”
Items arrived early with progress notifications; good quality and fit.
“The items arrive before the expected date, I was notified of the progress. Both items were of good quality also good fit.”
Ordering was easy and delivery was prompt.
“Easy ordering and prompt delivery”
Service described as quick and efficient.
“Quick and efficient”
Refund delayed over two weeks and customer service unhelpful.
“Still waiting for my Refund .Been fobbed off for over 2 Weeks now .”
Paid for faster delivery but received confusing explanations and delays.
“Having paid the extra for next day delivery”
Company initially charged a restocking fee then refunded after dispute.
“was deducted £5 restocking fee”
Awful returns process made returning items difficult without a printer.
“if you don’t have access to a printer it is difficult to return an item”
Good clothes but return process and customer service were awful.
“the return process is awful”
Poor quality and unexplained deductions with unresponsive customer service.
“Returned items but they kept £5.99 back with no explanation.”
Returned two poor-quality items but received double deductions from refund.
“had two return amounts deducted from my refund”
Online ordering and chat were confusing and lacked helpful human support.
“The online ordering is truly abysmal.”
Website errors led to wrong size being sent and returns became impossible.
“The website is a nightmare to navigate.”
Fabric and waistband were poorer quality than previous in-store purchases.
“Fabric was much thinner and elastic waistband cheap and poorly made.”
Order confirmation missing, goods poor, and returning items was horrendous.
“Then trying to return goods was horrendous”
Returned six items but refund was reduced and items recorded incorrectly.
“only four items were received”
Staff refused a £5 voucher and were unpleasant.
“It's not M&Co anymore”
No refund nearly a month after returning items and poor service.
“Still no refund almost a month after returning items”
Store initially refused refund for a sale item but staff member resolved it.
“Thank you Derek.”
Disliked current styles and couldn't use click & collect, so abandoned order.
“I was not offered the click & Collect option”
Chester Le Street branch had a great layout and helpful staff.
“Staff really helpful.”
Lovely shopping experience with very helpful staff.
“Frances and Janet were very helpful..”
Sale item returned only for credit note and poor customer care.
“Could only get a credit note as it was a sale item.”
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.
M&Co is a British clothing retailer selling womenswear, menswear and childrenswear in stores and online. It stocks seasonal collections, everyday basics and sale items across clothing, footwear and accessories. Online, shoppers can view product information, size guides and delivery choices to place orders. Customer service supports order questions, delivery tracking and returns through the online portal and stores.