Supreme review: Supreme online customer support

On Oct 2023 I purchased a black hoodie from Supreme.
I generally never had any issues with Supreme before this date and didn’t really expect there to be any issues.

A few days later I received a message stating that my item had been delivered to me at my house but I was at work and so was my wife while both of my kids were at school.

I got home and there was nothing there nor a note stating that it had been given to one of my neighbours.

The driver took a picture of the box on the floor and not a picture of him handing it to anyone so there was no item hidden anywhere or any mention where it may of been placed.
I contacted Supreme online, you can only email as the phone is only there for show, I explained what had happened but they just stated that the item had been delivered and case closed?

I explained again, but again arrogantly told me the driver stated it had been delivered.
I then asked for proof which obviously couldn’t be provided so they eventually told me that DPD would investigate.

For the next 4-6 weeks (could’ve been longer) I was pushed between Supreme and DPD.

When chasing the progress of my issue Supreme would lie stating they had contacted DPD while DPD would state that they needed Supreme to raise a complaint and that they hadn’t been contacted.

This went on for weeks and just felt like Supreme were trying to wear me down in some strange way.

At one point they stated that DPD had come back to them and confirmed that it indeed had been delivered yet provided zero evidence to back this up and couldn’t answer or provide a response to the multiple questions raised contradicting what they were stating and also the fact that DPD were still insisting no one from Supreme had raised the issue with them and were unable to help me until such time.

I genuinely had never experienced this type of behaviour as after weeks going by it felt personal even though I had no idea who I was talking to.

I threatened legal action and raising it with an ombudsman as Supreme themselves don’t seem to have a customer complaints procedure and when discussing with the shop in London they basically told me this was one of many issues they had witnessed customers having with the online service.

By the end I just wanted a refund and made it clear I would not just let it go purely out of principle then weeks later out of the blue i received an email stating they were now sending a replacement.

By this time I didn’t want it so I discussed with my bank about refusing to keep the item and getting my money back but by this time the new one had been delivered.

This experience troubled me as the lying was quite blatant and it felt like I was speaking to the type of people who con victims out of money rather than a credible company.

I later decided to just let it go but to be more vigilant as this all started because of a dishonest driver, I attempted to purchase an item online and it looks like they have banned me without informing me or taking any responsibility for their actions.

The whole experience drained me and even writing this now I can feel myself getting really agitated at the way I was treated and the fact I have spent a lot of money in their stores in London and New York yet this is how they treat their customers online and basically treat them in such a poor manner.

View 0 more photos