Reviews show a consistent pattern: product fit and style are regularly praised, but customer contact and fulfilment are inconsistent. Numerous customers report long waits, missing deliveries or delayed refunds, yet several named support agents resolved issues promptly when contact was made. There are isolated reports of product faults (stitching, zips) that were resolved by replacement or repair. If you consider buying, factor in potential contact delays and keep order records; some reviewers recommended using third‑party retailers for smoother logistics.
Examples from available reviews (Jan 2018 – Feb 2026).
Mostly good products and delivery, but recent order was wrong and support unresponsive.
“they were unresponsive.”
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.”
Anne-Marie arranged a replacement for faulty stitching promptly.
“Really impressed with the service from Anne-Marie.”
Mixed experiences: some customers praise helpful staff who resolve issues quickly, while many report delays, lost orders and slow refunds.
Perceptions of value vary: a few goodwill gestures noted, but several customers complained about high prices or incorrect/reduced refund amounts.
Multiple reviewers report difficulties with online processes—confusing returns, chat-bot failures and lack of phone support affecting usability.
Most customers praise the clothing, but isolated faults (stitching, faulty zips) are reported; those faults were often replaced or repaired.
Frequent complaints about unresponsive channels: unanswered emails, ineffective bots and long chat waits, although some agents are highlighted positively.
Overall impressions are inconsistent: many like the products, but variable service and contact issues lead to mixed satisfaction.
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 UK-based women’s activewear retailer founded in 1998, operating an e-commerce site and physical stores across the UK and internationally. The brand sells leggings, tops, outerwear and accessories, and offers online ordering, returns and customer support channels. People searching reviews typically look for product durability, sizing, delivery and service responsiveness when considering purchases from Sweaty Betty.