Aspinal of London Reviews

I have made several orders over the last few years. Each time the products and service was outstanding. Delivery time to New Zealand is within a week or so by DHL. Would recommend.

Purchased a small Lottie bag for a not insignificant sum in March 2022. Fast forward to early June and the gold hardware has completely worn in the most obvious place next to the chain, and on the underside. It’s so worn in 7 weeks it resembles silver!

I contact Aspinal under their hardware warranty (return 288079) and am duly told to return the item. I do so and a long hiatus proceeds. I chase and chase to be told conflicting info (bear in mind this is a bag I’ve barely used); and eventually I’m told.. the once-gold-now-silver-hardware will not be exchanged or refunded and it’s ‘wear and tear’!

I reply saying how can this be, it’s defective and not as described. Silence proceeds.

As at today I’m now not even possession of a faulty handbag with unwanted silver hardware as opposed to the gold I purchased as they’re non responsive to me and have my bag.

For the money I paid I’m disgusted with Aspinal not honouring what clearly is a faulty item, and their shoddy and customer-blaming ‘service’. Reasonable wear and tear should cover a period for in excess of a number of weeks, this surely shows your product to be faulty.

It would be great if you could reply, honour your warranty and not treat loyal customers like this.

If I could give no stars I would! Can’t get through on phone (20 mins waiting and gave up), not online on online chat. Order should have been received by now. Not replying to emails. Extremely poor customer service for premium product AVOID unless you like RADIO SILENCE

Order WEBS1183886

Horrible UK experience for overseas purchase. Wanted to cancel the order within about 24 hours of ordering. They did not honor that.

Color was not as depicted. Sent pictures to the email listed, and they agree that it is not the color listed.

They indicate it will be a free return and instead relay me to a link which indicates it is actually not free, and must spend my own money to send it back.

So I am stuck with the package because it will cost over $70 to mail back the package.

Packages sent overseas to America might as well be labeled as FINAL SALE.

Customer service is poor, looks like DHL for international delivery is good, always my choice in ??. I’ve had to have Royal Mail 48hr tracked but they seem to choose when the 48 starts, currently 5 days after I ordered and I’m still not holding my breath. My previous purchases have been good quality even if the gold initials have worn off.

Placed an order for 3 bags. I wanted fast delivery but it did not allow me this option at checkout. I spent a week trying to email, chat, phone to no avail, chat off line hasn't been working, they don't reply to email, and they don't answer the phone, finally got confirmation of shipping but this now means they will arrive too late for the special occasion. tried again to contact them and again failed. I thought this was supposed to be a high end quality company whom I have loved for years and brought many treasured bags...
edited this review as wanted to say when bags did arrive finally they were as beautiful as always so quality of bags hasn’t changed… just losing the need more customer service staff!

So very sad to learn that despite paying 9.95 for next day delivery my Mothers 80th birthday gift will not be delivered until tomorrow. Which is too late! The customer services lady was apologetic and refunded postage........its just not good enough and now I have to go and buy another gift and drive 200 miles to deliver a gift all because Aspinal could not be bothered!!!

The clasp on my Aspinal handbag broke after a year and I found out about their free of charge repair service, within warranty! Nicolle provided me with excellent customer service and the bag was repaired within 2 weeks of the request made! Amazing experience! X

I don’t normally write reviews, but seeing so many negative comments here prompted me to write one.

I recently bought a Mayfair bag from their Regent Street Flagship Store through their virtual online shopping appointment, where I had a SA showing me the bag on video call, the whole process was easy and simple, and the delivery to Australia via DHL was 4 days, and the Quality is amazing for such a reasonable price even for the fact I paid the full price plus the GST, the postage is free. PS: the bag was made in Spain, not China.

I’d give fewer than one star if it were possible.
I bought a £600 bag which was not of the quality it should have been.
Aspinal agreed, and tried to repair it.
The repair attempt took 10 weeks and when I received it back, it was as it someone had gotten a felt tip pen to colour in the faults.
They then agreed to refund me- yet when I sent it back and no refund happened, they NOW tell me they do t have to refund me and will rethink to repair it a second time- PARTIALLY because so much time has elapsed since purchase. I’ve barely had the bag in the house for 5 minutes, the rest of the time Aspinal have had it.
DO NOT BUY. Poor quality items for the money, awful customer service.

I own several Aspinal of London bags and would highly recommend anyone looking to buy a new handbag or a purse. The handbags have a beautiful lining and come in a hard box packaging. Ordering online was easy, excellent customer service and easy returns process. They keep you updated with regards to your order right from placing an order to despatch. Very pleased customer!

Nice products, terrible service. I ordered a handbag and wallet as a present for a sick friend, to be sent to Portugal - total cost nearly GBP300. Indicated delivery time 3 days. Two weeks later, it is still stuck in customs. I cannot get through to Aspinall customer service by phone (despite holding on for 30 minutes) or via on-line chat. Will never order from them again.

Really disappointed with their customer service! After paying a lot of money for their Large Florence Frame Bag in Black Croc Leather and it being delivered on time, beautifully packaged etc.,
Bought it as a classic special occasion bag, have only used it four times, ( not for every day I might add) the tag on the side has fallen off!
I sent them an email explaining this and they said they had a years warranty and I would have to pay for repair!
They have my online receipt and due to covid 19 and the lockdown, plus a pre cancerous breast operation,I havent been out very much to use it!
Having paid this sort of money for what I thought was a quality item, after four wears I do not expect this at all.
I have bought other items from them,since without a problem so am a regular customer.
Really annoyed by this as not in the position these days to replace it or purchase a substitute of the same quality.
Bought a classic style thinking it would last for years, how wrong I was! I look after my things and it has been kept in its dustbag, with original tissue paper and shoulder strap still coiled up, when not in use.
Have sent them another email complaining about their policy and so far have not had a reply!
Really disgusted with their attitude and am going to keep on at them, until I get a satisfactory outcome!
Beware! Don’t buy from them unless it’s in the sales!

Sent a bag in for repair under the 1-year warranty as the handle broke with little use within the 8 months.

I've now been waiting:

13,046,400 seconds
217,440 minutes
3624 hours
151 days
21 weeks and 4 days
41.37% of a common year (365 days)
***5 MONTHS***

I still don't have the bag back, it should take 8-10 weeks. Support has ignored the last couple of emails.

**EDIT**
I got the bag back two weeks after this review..... then It BROKE AGAIN a month later. Waited 5 months, all they did was add a little glue to the handle.

Customer support not replying again.

Looks like it's going to be another 5 months without a bag. Hoping for a refund.

I used to love Aspinal of London but unfortunately after my last experience with them I would NOT recommend this company for online purchases and definitely not for express delivery!
I have purchased a wallet in time for next day delivery and paid £9.95 for the express delivery. The order was placed on 9th March and should be delivered on 10th March. It wasn't even dispatched on 10th March so I called customer service and cancelled the order and went to their London store and purchased the wallet there as it was a birthday gift and I needed in time!
The customer lady was very lovely, she said she cancelled and recalled the order and I will received a full refund. I have NOT received the refund but instead of that I received the wallet on 26th March!