The review set shows a recurring pattern of delivery and returns issues combined with poor responsiveness from customer support. Multiple reviewers describe missing or incorrect items, lost returns, delayed or refused refunds and automated-only replies. A minority of customers report positive in-person interactions and accurate online product information. Prospective buyers should retain order numbers, tracking and payment records and be prepared to follow up with their payment provider if necessary.
Examples from available reviews (Sep 2022 – Feb 2026).
Smooth online shopping with helpful service and comfortable, well-described products.
“I love how comfortable they fit!”
Returned items lost in transit and Roxy did not respond or refund.
“Emailed Roxy several times there were no responses whatsoever”
Huge order sent incorrect item and customer service was unresponsive.
“Ordered a £600 paddle board and was sent a cheap pair of kids slippers.”
Most reviews describe unresponsive or slow customer service for returns, refunds and order errors; a small number note helpful, polite staff.
Some shoppers mention reasonable prices and member shipping benefits, while others complain about lost monies, vouchers instead of refunds and poor value when issues occur.
Many accounts report problems with order fulfilment, delivery and returns processes that disrupted planned use; a few note an easy website or smooth in-person visit.
Several reviews report wrong, faulty or damaged items and mismatched pictures; one review describes clear, accurate photos and comfortable fit for received goods.
Frequent complaints focus on automated replies, unanswered emails and phone lines that do not connect; isolated reports describe quick, helpful replies.
Overall reviewer sentiment is negative due to unresolved orders and poor support, although a few customers report satisfactory service and product fit.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Item delivered promptly and the reviewer loves the clothing.
“The item was delivered in good time and I love it.”
Item undelivered for months despite emails and no response.
“Still not delivered almost 3 months later.”
Daughter loves the designs and materials and price is good.
“Great clothes for girls, designs and materials my 8 year old loves at a good price.”
Order not sent and customer service is unreachable or unhelpful.
“Order hasn’t been sent in almost 2 weeks.”
Only part of order received and customer service did not respond.
“We only received part of the order”
Order taken but not dispatched and customer service won't help or cancel.
“Take your order and money then don't despatch and zero communication.”
Consistently pleased with Roxy clothes, bags and accessories.
“Always pleased with Roxy clothes, bags and accessories.”
Return delayed by slow replies causing missed returns window and no escalation.
“Email took 3.5 weeks to reply.”
Delivery times unclear and customer service was unhelpful.
“Delivery time is very long”
First-time online purchase was excellent, with stylish ski gear for girls.
“Great stylish gear”
Nice fleece offering good value for the money.
“Very nice fleece for the money”
Completely incorrect item sent and initial investigation had no follow-up.
“however received black wetsuit shoes”
Found good-quality leggings and boots with quick delivery.
“The leggings were a good quality pair, I will be ordering more!”
No replies from company, reviewer will not order again.
“They dont reply, they dont care about you.”
Delivery was quick but product descriptions could be clearer about usage.
“The delivery was very quick which was appreciated”
Flip-flops are comfortable, durable and available in many colours.
“Roxy makes the best flip-flops.”
Order delivered quickly and the product is top notch.
“My order was delivered quickly and the product is top notch!”
Ordering was simple and delivery was quick.
“Simple ordering and quick delivery”
Returned item but refund delayed with unhelpful automated responses.
“I’ve emailed customer service numerous times and keep a getting a generic reply of please wait 10 working days”
Boots arrived quickly, are comfortable and look great.
“They are so comfy and look fab.”
Reported faulty sandals but received only an automated reply and no response.
“Auto email reply and nothing since.”
Staff member Jaimes provided excellent, polite service during our visit.
“Jaimes was really nice and polite”
Order was fulfilled incorrectly and customer service was unresponsive.
“impossible to contact Customer Service via phone”
Parcel went missing and company offered a voucher instead of refund.
“I have now been offered a voucher, but I want a refund”
Received wrong slippers and received no replies about returns.
“I received no reply whatsoever to any of my emails”
Huge order sent incorrect item and customer service was unresponsive.
“Ordered a £600 paddle board and was sent a cheap pair of kids slippers.”
Spent over £300 but only one item arrived and service is unresponsive.
“I only received one swimsuit for my daughter.”
Large order delivered to wrong address and customer service was unreachable.
“Our large order has been delivered to the wrong address.”
Returned items lost in transit and Roxy did not respond or refund.
“Emailed Roxy several times there were no responses whatsoever”
Returned dress but received no refund or acknowledgment from company.
“I've had no refund or acknowledgement.”
Winston provided a very nice experience.
“Very nice Winston”
One swimsuit missing from an opened parcel and Roxy refused refund.
“they will not refund the £65 for the missing item.”
One item delivered to wrong address and customer service is impossible to reach.
“impossible to get hold of”
Payment taken again and item arrived without order details or return support.
“Order was cancelled and refunded, then 3 weeks later the payment was randomly taken again”
Received wrong, ripped items and received no response from company.
“Quality is awful and customer service is even worse!!”
Items arrived too late and customer service delays prevented cancellation.
“Customer service said it wasn't possible to cancel”
Reviewer says the company scams customers and has no customer service.
“Dont bother trying to contact their customer service dept, they don't have one.”
Not refunded over £300 for ski gear and received only auto-replies.
“Not refunded me in excess of £300 for ski gear.”
Lost snowboard and Roxy refused refund without Royal Mail's confirmation.
“their customer service refused to issue a refund, claiming they need Royal Mail’s confirmation of the loss.”
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.
Roxy is a womenswear brand specialising in surf- and snow-inspired clothing, accessories and related lifestyle items. The label sells via its website and retail channels and is commonly associated with the wider Boardriders/Quiksilver group. Consumers searching reviews typically look for information on product fit, delivery and customer service performance.