Mott & Bow Reviews

2 pairs of jeans order for the UK. Total under £200.

£80 charge for custom duties and handling fees.

Although stated in their policies, if you can them, but no mention at checkout.

Very poor customer service.

The staff at M&B have been attentive and really helpful with all my queries.

I have been made to feel like a valued customer.

Actually I have a bad experience,I don’t understand some company they buy in another continent ,and we pay more tax than stuff ! Never again!
If u come from Europe and see this company in a social media ,be carful because tax ARE NOT free

Mott and Bow have changed how they measure size, I think they used a rubber tape measure. As an existing customer I ordered the same size however they are now too small.

International returns is a non existent concept, they expect the customer to pay for this and customer service is a waste of time

As an existing customer I expected the same service as before, sadly not, will never use again

Another 16 days have passed and still no refund on jeans that didn’t even arrive… mott and bow are by far the worst company I have bought from what makes it worse is they actually don’t care

12 days ago they said they didn't have 1/2 pairs of jeans I ordered so I asked to cancel the order. They said sure. They said I should get a refund in 2-3 business days. 6 days later I inquired again about the refund. They replied and said "we can see the refund will be processed in the next 24-48 hours". That was 6 days ago. So they charge you before they even verify they have stock, then make you chase them down. I will never give them business again.

Bought 3 women's tees, black, dark grey and white.
Comfy for sure, but the fabric is quite thin.
The white tee is completely see-through.

I’m a very happy customer! I searched through 5 websites for the perfect Tees in nice colors and found Mott and Bow. (Intuitive and easy-to-use website!) The materials are sustainable and very soft; substantial cotton that holds Mott and Bow’s great colors through the wash. They fit the body in a casual but trim way...no twisting in the trunk area and the hems lay down flat right out of the dryer. Great looking, you’ll grab for these Tees a lot.
Great prices, quick, on-time delivery, my shirts arrived in sustainable/recyclable materials in perfect condition. When I had a question I got a real person to talk to. He took warm, personal interest in understanding me and made sure I got my answer quickly. Very easy to work with...like an excellent friend who really cares about you.
A 5-Star Rating to you, Mott and Bow, for your gear and, especially, for your high-quality people. Excellent service. I recommend you to my friends, neighbors and family. Thank you for everything you do to make the shopping experience fun!!

I ordered 23rd March, as of 12th April nothing has been received.

I have twice requested a refund.

Further info requested by M&B:

6th April - messaged on Facebook to enquire where the product was. - no response.

10th April - emailed explaining no response on Facebook, nothing received and 10 working days had passed. Requested a refund.

10th April - Received an email response. Apologising and confirming jeans were en route. Ignoring request for refund.

12th April - Emailed again. Still nothing received and request a refund.

13th April - Received an email response. Stating my jeans were at a 'pick up point' and I should contact DHL (at no point had anyone attempted to deliver the jeans). Again ignored my request for a refund.

13th April - Emailed again. Clearly stating I want a refund.

14th April - Email received. 'Now the product is in transit we cannot refund you'. Email also advised 'We've received some new information from the carrier regarding the status of your order. It looks like the package may be stuck in TransGlobal awaiting customs clearance'. I had receive no communication from anyone about any customer issues to this point.

14th April - Email again. I inform M&B I have received a letter advising I have to pay £60 in tax to have the jeans. At this point I had requested a refund 4 times. I feel aggrieved by the taxes as, during in the purchase process the tax was never raised as a possibility.

14th April - Email receive. 'Unfortunately, we don't know what are the parameters that are taken into consideration for customs to generate these charges since we don't have any control over those'. How an earth can you suggest you have no understanding of customs charges in major markets you export to?

15th April - Email again. I raise the fact I feel strongly it is (deliberately) unclear that these charges will be levied. I check other reviews on this website and realise I am not the only one who feels this way.

17th April - Email received. The emails states that buyer is accountable for all fees, duty etc. No context as to where this is taken from. It certainly wasn't clear during the purchase process.

At this point I left a Trust Pilot review.

I have found the whole process to be rubbish. I am now in the process of trying to obtain a refund via my bank.

We are new to Mott & Bow, and they have been really helpful with sizing and exchanges.

I placed an order with expedited 2-day shipping. After two weeks with no update or timeline as to when my order would ship I had to cancel the order.

In my last correspondence with their CS team they still had no idea when they would be able to ship my order, which was listed as in-stock on their website.

It’s a shame their logistics are such a mess b/c people supposedly like the jeans when they eventually get them.

I am not sure how Mott & Bow are still in business. I bought my first pair of jeans from them 8 years ago. They are so much more comfortable than the jeans I had owned my entire life, and it made me wonder whether this was the kind of jeans millionaires had been wearing all along. I could never go back. They were wonderful, so I bought a couple more pairs. It has now been 5 years since I bought a pair of jeans. They are incredible, comfortable, look great, and last.

COMPLETE SCAM…AVOID AT ALL COSTS!!! I should have checked here first. Their website ACTUALLY changed my shipping address to Guinea-Bissau a Country in West Africa!!!! I LIVE IN SWITZERLAND! DON’T GET SCAMMED LIKE ME!!!!!

I ordered Mott and Bow slim fit jeans because the pitch was all about the fit. Since the jeans have a lot of stretch to them, I ordered a size smaller than what I would typically buy. The fit is terrible! They are baggy and voluminous about the hips and thighs and make my butt look like I am wearing a diaper! They are unbearable! So disappointed! To add insult to injury, it took 3 months for delivery and the company thanked me for a positive review before the garment even arrived! Be wary... a much cheaper and better jean is Wulful... they fit beautifully and are half the price! Caveat emptor!

Terrible customer service. Absolutely the worst! Try calling number, says they are transferring to next available agent then hangs up after waiting awhile. Email a solvable problem? Get reply from real person saying sorry you’re on your own. Stay away from this company!