Shoppers often call out individual staff members and online agents for fast, effective help. Many reviews mention late or missing deliveries, refunds that never go through, and trouble reaching support. Customers praise the look and fit of the clothes, while others report seams coming apart, holes, or leggings tearing after little wear. Problems with returns and unexplained cancellations show up often in low-rated reviews.
Examples from available reviews (Jan 2018 – Feb 2026).
Lena guided us to ideal yoga pants and provided excellent service.
“Lena is AWESOME!! She guided myself and my friend to find our perfect yoga pants!!”
Evri lost my parcel but Sweaty Betty reordered and responded quickly.
“I am very pleased with the quick response from Sweaty Betty and the way they handled my complaint.”
Order never arrived and multiple contact attempts received no response.
“They have taken my money but not supplied goods.”
SB hasn't processed my refund and offers unresponsive customer service.
“It’s been 9 weeks and still SB have not processed my refund.”
Several reviews name shop staff and chat agents who fixed issues quickly and offered tailored help. Other customers describe store visits where staff ignored them, refused to help, or acted rudely. Across locations, in-store service draws both repeated praise and repeated complaints.
Some customers say the products look and fit great and felt worth the price when they bought them. Others report pricey leggings and tops that didn’t last, pointing to holes, split seams, or changes in fabric composition. Comments about durability slipping appear often alongside compliments on style.
Some buyers describe straightforward online ordering, quick delivery, and easy returns, helped by clear packaging and size guides. More reviews talk about delayed, missing, or cancelled orders and not being able to reach customer service by phone or chat. Mentions of return labels and website downloads appear too, but less often than delivery and contact problems.
Many customers like the design, colours, and fit, and say items feel well made. Recurring complaints mention fast wear, holes, and leggings tearing after short use. Several reviews also point to fabric changes and uneven durability.
The main negative thread is no replies, support channels that can’t be reached, and charges or cancellations with no explanation. Several reviewers describe long waits for refunds or no response after repeated attempts to get in touch. A smaller group reports quick email or live-chat replies and clear follow-up once staff stepped in.
Positive reviews highlight helpful named staff and chat support that sorted out orders and exchanges. Negative reviews focus on lost parcels, long refund delays, and customer service that’s hard to reach. Overall, the reviews swing between problems being resolved well and issues left hanging.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · yelp.com (20) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Lena guided us to ideal yoga pants and provided excellent service.
“Lena is AWESOME!! She guided myself and my friend to find our perfect yoga pants!!”
Salesperson seemed unwilling to help when asked about a sales rack.
“she didn't want to help me”
After email failures, Keill on chat was helpful and resolved my issue.
“Keill was so helpful and soon addressed my problem”
Ben corrected my incorrect email and promptly provided my order number.
“when i contacted Ben he was great and solved the problem straightaway”
Chloe and Lily in Solihull were very helpful and welcoming.
“Not only were the clothing lovely the two ladies Chloe and Lily were very helpful in the Solihull store today.”
Megan at Bicester Village provided superb in-store service.
“Superb service from Megan at the Bicester village store. Highly recommended 👏”
Gemma K responded quickly and resolved my issue with a code.
“Very helpful customer services, replied in under two days.”
Paid next-day delivery took a week and customer service was hard to reach.
“It took 7 days for the items to be delivered”
Despite many issues, Faith provided knowledgeable help resolving tricky situations.
“ask for Faith she is very knowledgeable and knows how to deal with tricky situations.”
A leggings issue was promptly resolved and customer service is consistently helpful.
“Had an issue with a pair of leggings and immediately the problem was resolved”
Repeated emails about a professional discount received no replies and chat was inactive.
“I have sent them 4 emails since November and I have had no reply!”
After Click and Collect return, email support responded and processed my refund.
“It is frustrating not to be able to speak to a person but the email system worked for me.”
Evri lost my parcel but Sweaty Betty reordered and responded quickly.
“I am very pleased with the quick response from Sweaty Betty and the way they handled my complaint.”
Processing errors returned my parcel and Sweaty Betty did not resolve the issue.
“Poor service. Processing errors meant the parcel was not sent to Waitrose as requested.”
A faulty pair of leggings was quickly handled and an exchange was offered.
“it was dealt with very quickly and effectively by Louise.”
I love the trousers and customer service provided a helpful reply about availability.
“I absolutely love my winter explorer trousers and wear them such a lot .”
Returns process was unworkable and the in-store staff couldn't issue a refund.
“I was unable to download a returns label.”
Ash and Dominique in Blackheath provided patient, helpful in-store assistance.
“Ash and Dominique were absolutely brilliant. Introducing me to new types of leggings and bras.”
Rosalyn G efficiently resolved my issue via live chat.
“Rosalyn G helped me in live chat, sorted my problem efficiently and quickly.”
Anna provided amazing online chat customer service.
“Amazing Customer service from online chat with Anna”
Staff were very helpful in resolving my issue.
“Very very helpful!”
Evri lost my order and Sweaty Betty failed to respond or refund.
“we have not had any response.”
Order delayed nearly two weeks with no communication from the company.
“complete absence of customer service”
SB hasn't processed my refund and offers unresponsive customer service.
“It’s been 9 weeks and still SB have not processed my refund.”
Staff member Sara quickly exchanged my leggings and resolved the issue.
“It was all sorted the same day with the correct size being held in store for me.”
My order didn't arrive and customer service was inaccessible and unhelpful.
“there is a Bot online that is useless as it does not understand the words my order is missing.”
Thea provided very helpful assistance and great customer experience.
“Had a great experience with Thea who was very helpful.”
Gemma K resolved my lost delivery and offered a fair replacement.
“This is customer service at its best.”
One item was cancelled without notification and price wasn't honoured.
“Turns out they decided to cancel the trousers without telling me because of stock levels”
Address error couldn't be amended and customer service was unreachable.
“There is no way to cancel or amend order; no customer services number”
Despite chat delays, Charlotte and Sara resolved my issues effectively.
“great customer service from Charlotte and Sara R , thanks girls they were able to sort me out”
Gemma fixed my account problem, though response should've been faster.
“Gemma helped me sort out a problem with my account.”
Lost order and appalling, hard-to-reach customer service delayed my refund.
“Dreadful customer service.”
Missing items and poor webchat customer service left me disappointed.
“Awful, missing items from order with no notification and dreadful, illiterate “customer service” from the webchat.”
Clothes are great but customer service access required social messaging channels.
“Love the clothes but the customer service needs improving!”
I couldn't contact them and received an unexplained reduced refund estimate.
“I literally CAN NOT FIND A WAY TO CONTACT THIS COMPANY.”
Anne-Marie arranged a replacement for faulty stitching promptly.
“Really impressed with the service from Anne-Marie.”
Longtime customer but customer service was unresponsive so I'll shop elsewhere.
“Their customer service team is non existent.”
Emily provided excellent customer service while handling my missing order.
“Thank you Emily for your excellent customer service while processing my missing order.”
Charlotte followed up by email and resolved my return with a refund.
“she explained what had happened and has processed my refund.”
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.
Sweaty Betty is a womenswear retailer focused on activewear and athleisure. It sells leggings, sports bras, tops, and outer layers online and in boutiques. The website lists product details, size guides, and delivery choices for UK and international customers. Support is available through live chat and email, and the company offers standard courier delivery and in-store collection.