Company Details

Just received my 3 scented bags and I am very disappointed. Very little smell from the bags I did crush them in hope scent would be released but nothing. Complete waste of money made no difference in the wardrobes where I put them .

Have been a happy user of their detergent and fabric conditioner for many years, which I think smell wonderful and no nasties, plus recyclable packaging... and now can add that their clothes repair service is also excellent. Quick response, reasonable quotes including P&P, and lovely results on my cashmere jumpers which had several holes in the front, both of which were beautifully and nearly invisibly repaired, including the striped one (tricky!), and they did an amazing job too on a loose knit cardigan sleeve which is a long time favourite. So much better than binning and replacing. Helpful and great service, with excellent email responsiveness too. Thank you Ellie!!

I was randomly emailed at 5.15AM this week by Clothes-Doctor saying my order was on its way. Pardon? Apparently I had a 6 monthly refill arrangement from the last order I placed for Moth repellent. Having decided to cancel it immediately as I'm not convinced it worked the last time and must have missed something, I messaged and emailed Customer Support 3 times in 48 hours to cancel it and also used their Chat bot which just acknowledges your query. Nothing has encouraged them to contact me back or to cancel my order. I even tried cancelling the order on their website directly. It's as though they aren't there, to be honest. The repeat order which I didn't actually want, is now on its way to me through Royal Mail, they managed that part! I doubt I'll ever hear from them or get a refund and now I'll have to extract my Card information back from their system. Very disappointed. Update to review.. Initially I didn't hear back from the Clothes Doctor confirming cancellation and refund (one month on), However, I chased on 7th May and Customer Service did sort out the refund that same day for which I'm grateful. So I would like to confirm that they did ultimately respond and I'm happy to improve the rating to 3 stars for a positive outcome in the end. Thank you.

Asked advice on what products I needed for something, and got a quick response back listing lots of stuff. I then put in an order, which still hasn’t shown up 10 days later. I’ve emailed several times, attempted to contact their chatbot, and dmed on Instagram, but no luck. If they’re having stock issues, they could just be transparent about it. But this is starting to feel like a scam. If I hear from them, I will update this review. UPDATE: They emailed me on 7 March saying they were having some trouble receiving emails, and also that stock issues meant my order was delayed. They assured me that it would be despatched soon. My order arrived yesterday.

They are having a bit of a rush on at present (high demand), so shipping is slower than usual which is detailed on their webpage - in fairness, this could be made more obvious in the checkout where a 24h service with DHL makes you believe you will have it the following day. I am using both the wool detergent and the basil and mandarin eco wash. I’m especially taken by the wool detergent, as the scent is absolutely out of this world, cleans really well and leaves the fabric soft. I have also noticed this with the basil and mandarin wash, but the scent is more subtle here (not a bad thing).

Unfortunately I've also not received my order which was placed 6th December. I've requested at least three times for a refund and been given excuses and empty promises of receiving my order. Still no order or refund to date .......

Order not received despite promises and promises of cancellation and refund. Emails not responded to. I would not recommend

Problems with DHL delivery and have received something entirely different from what I purchased. Although they refused to do anything about it originally (and stopped replying to my emails) after contacting them on instagram someone eventually did get in touch by phone and resolved the issues.The products do smell lovely but the spraying nozzle broke after a few uses. Their customer service needs improving.

Placed an order 9th December. They took my money but have never heard from them since. I have sent 2 emails and left 2 voicemails. They are sending emails to their mailing list stating if you order before the 20th December you will receive your goods for Christmas. That’s a joke! I have had goods from them before with no issues so what’s gone wrong? Terrible Customer Service

Order not received. All they did was take my money. I have emailed several times but they never responded. It seems like a few others have had the same experience. Best to be avoided as clearly cannot be trused.

Bought an item which DHL delivered to the completely wrong street, which DHL admitted. Clothes Doctor refused to refund me even after asking 4 times. Avoid!

No plastic packaging, reliable service, gets my clothes clean and helps keep the moths at bay (not entirely, but I do see a difference).

I placed an order on the 24th August and received a tracking number. When I contacted the delivery company they said they’d never received it. I contacted Clothes Doctor and they said it had been lost by the delivery company. I said I would still like the products but heard nothing from them. I emailed again a few days ago cancelling the order but still no response! I’ve emailed again today. Really disappointing!

Order not received so contacted customer support. Advised to wait few days but if not received by Weds last week to contact them for replacement to be shipped. As advised I contacted customer support to say still not received, and then further email as no reply to previous email, but still no reply re shipping replacement item to me. Very disappointed at not receiving item, and no reply to my emails either so guess next step contact PayPal to request refund as they do not seem to want my business.

Ordered products a month ago, payment was taken immediately, but no order has arrived. The company appears to be a fake company intent on scamming consumer. Update: 7/9/23 Feel it is only fair to point out the company did Eventually get in touch and I did finally receive the order along with some garbled apology about lost-in-the-system order. I think the company needs to get better at communicating to customers if there is something wrong or a delay in processing an order, most customers accept that not everything can go perfectly, but communicating is the key.

Placed order 23rd July. Now 1st Aug. Not heard anything about my order. Why not just keep customers informed. I run a business. Communication is everything. Please updat me in my order ORDER S-23612

Beware. Very suspicious company. It claims to be uk based but I don’t believe that. Order placed with them weeks ago still not here but email from China sent to tell me it’ll be another few weeks (my email address also shared with everyone else on list!).

I placed an order on 20th June and I still haven’t received it despite repeated requests. Very poor service.

Although I have used these products for a while and like them, the customer service of this company is poor. You can only contact by email not telephone and it takes ages for a reply. A recent parcel was damaged in the post (and not delivered)and it has taken 5 emails to resolve. Still no replacement and missed their offer of 3 for 2 in the process, even though I have had to wait for the products-one of which is now out of stock.

I've used the Clothes Doctor several times to mend tears and moth holes in various jumpers and an embroidered cashmere shawl. Ellie and her team have provided perfect results for the jumpers and a very elegant solution for the embroidered shawl.