Sweaty Betty (www.sweatybetty.com) has a 3.6 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Shopping & Fashion and its reputation is mixed. Opinions are polarized: 65% rate it 4 stars or higher while 31% give 1 star; The business has replied to 76% of negative reviews. Last updated 2026-08-10.
I ordered 3 pairs of leggings for my sister’s birthday. They were shipped using Evri who didn’t deliver, kept asking me to confirm the address, told me that they had lost them and then informed me they had sent the parcel back to the retailer. Sweaty Betty customer services is shockingly poor. They so clearly weren’t bothered and I had to keep chasing them and remind them that it was their responsibility. My sister’s birthday came and went and I had to buy her something else. Weeks later I managed to get a refund. The leggings might be nice but the lack of service doesn’t make it worth the effort.
h
helen英国 · 16 reviews · Experienced 2026-07-16 ·
★★★★★
Sweaty Betty Customer Service Chat
Amy was really helpful with my query, regarding a non delivery of my parcel, by Evri. Kept me informed of what action she was taking so was aware of what action she was taking. Looked at stock levels to ensure if a replacement order had to be sent, that this was possible. Also advised of when I would have to recontact. Super helpful, almost like a telephone chat, very personable. Thank you.
Terrible customer service. Never received an email confirmation and when the delivery arrived the bag looked like it had been opeend and re taped. As i had ordered several items for choice i couldn't recall if all i had orderd was in the bag. There was no delivery note or order in the bag. Contacting the chat after 40 minutes they disconected They said they had no order under my email! I accept i may have made a typo on the email when placing the order but surely this isn't insurmountable, with my address and postcode, but they refused quoting GDPR. So now i am atempting to claim through my credit card and I will NEVER buy from them again. They refused to escalate it into a complaint! Surely this is against my consumer rights and distance selling regualations. Honestly I can't believe the way I have been treated. Please be warned.
c
customer英国 · 4 reviews · Experienced 2026-07-14 ·
★★★★★
Very quick response
Very quick response in resolving the issue. Outstanding cutsomer service.
Terrible customer service
No contact number, the chat doesnt work, no reply to emails, no response on Facebook and comments removed. They take the time to remove the comments rather than addressing the issue. My order number doesnt work to arrange returns and I have no way to contact anyone
H
Holly Miller Jr.爱尔兰 · 2 reviews · Experienced 2026-07-11 ·
★★★★★
My card was charged twice and the order…Payment declined for no reason whatsoever
My card was charged twice and the order never went through. Absolute joke.
J
Jenny英国 · 11 reviews · Experienced 2026-07-14 ·
★★★★★
Never shopped with Sweaty Betty before…
Never shopped with Sweaty Betty before and never again. No email notification order had arrived to me for collection at Bath shop. Couldn’t get through via chat bot or when it tried but failed to connect me with an agent.
Called Bath shop who said they did have item but clearly no interest in what I had to say about customer service & no order email. Picked up today from shop in Bath and again no interest in me as a customer, very abrupt, bordering on rude.
Clearly something going wrong somewhere!
T
TD英国 · 4 reviews · Experienced 2026-07-14 ·
★★★★★
I was sent 50% birthday treat voucher…
I was sent 50% birthday treat voucher which expires on 16th July . When applied it says invalid .
I’m assuming this is because you have another promo on stating buy 2 for 20% off.
I only want one pair of leggings . I’ve tried customer services several times & no one has got back to me .
I’m very disappointed as I love sweaty Betty gym clothes & was looking forward to my birthday voucher.
G
Ginny英国 · 8 reviews · Experienced 2026-07-13 ·
★★★★★
Charlotte from customer service has…
Charlotte from customer service has been very helpful and resolved my order problem in a timely manner.
Z
Zing英国 · 1 review · Experienced 2026-07-12 ·
★★★★★
Amazing staff
Amazing staff, i went in for one thing and found a million other things i wanted. The staff member Chloe with dark hair was so sweet, she talked me the whole way through. Definitely coming back next week
M
Moira爱尔兰 · 7 reviews · Experienced 2026-07-13 ·
★★★★★
Arina was very helpful and I’m…
Arina was very helpful and I’m delighted with my 4 purchases
Moira
"Payment taken for unsuccessful order with no customer notification
I have made numerous purchases from Sweaty Betty, both online and in store, over many years. Customer support previously had an excellent reputation, but unfortunately this is no longer consistent with my experience.
I placed an online order for almost €400 using PayPal. The amount was debited from my Revolut account, but I received no order confirmation, cancellation notice or other communication from Sweaty Betty to indicate that the order had not been processed.
After nine days, with the funds still unavailable to me, I contacted customer support. Reaching an agent was extremely difficult. I remained first in the queue for over an hour and was repeatedly directed to a chatbot that did not recognise my order details or provide any meaningful assistance.
When I eventually spoke to an agent, I was informed that the payment provider had identified an issue with the transaction and that the order had been unsuccessful. However, the agent was unable to explain what had happened, why I had not been notified, or why the payment had not been released. The agent repeatedly described the payment provider as operating independently of Sweaty Betty and stated that the payment process was therefore outside the company’s direct control.
I was advised that the payment might remain pending for 5–10 working days and that I should contact PayPal if it was not returned. However, PayPal had advised that Sweaty Betty needed to reject or release the transaction. Despite this, the agent did not appear willing or able to escalate the issue to the relevant finance or payments team.
I understand that payment failures can occur. However, it is not acceptable for almost €400 to be debited and remain unavailable for more than a week for an order that was never processed, without any communication from the retailer. The payment system forms part of Sweaty Betty’s checkout process, and customers should not be left to resolve failures between the retailer and its payment provider.
There was no clear resolution, no explanation, and no meaningful apology. The chat was also closed before I had an opportunity to read and respond to the agent’s final messages.
Reply from Sweaty Betty2026-07-21
"Hi Amanda,
Thank you for taking the time to share your comments with us.
We truly appreciate your feedback and have contacted you directly to discuss.
Should you have any further questions at this time, please do not hesitate to reach out to our Customer Care team who will be more than happy to help.
Best wishes,
Customer Care "
Went into the store at King's Cross yesterday and a woman called Lucie served us. She was brilliant and we bought quite a few items because of her help. 👏👏👏
L
LMW英国 · 8 reviews · Experienced 2026-06-01 ·
★★★★★
No customer service
Purchased an item, worn twice, washed once, it developed a hole. Contacted customer services on 1st June, waited over a week for a response.
3 weeks after that was promised a replacement. Since 23rd June I have had no replacement, and no response to my emails. Disgusted. Seems impossible to get through to them.
Reply from Sweaty Betty2026-07-21
"Hi,
Thank you for taking the time to share your comments with us.
Our Customer Care team is extremely busy at this current time, but rest assured we are working hard to get back to everybody as quickly as we can, and really appreciate your continued patience.
We truly appreciate your feedback and have requested more information from you to enable us to help and advise you further.
Best wishes,
Customer Care"
Terrible customer service in relation to a faulted top. Still waiting for a resolution after 2 weeks. Alleged Premium brands with sub standard customer service
Reply from Sweaty Betty2026-07-21
"Hi Zoe,
Thank you for taking the time to share your comments with us.
Our Customer Care team is extremely busy at this current time, but rest assured we are working hard to get back to everybody as quickly as we can, and really appreciate your continued patience.
We truly appreciate your feedback and have requested more information from you to enable us to help and advise you further.
Best wishes,
Customer Care"
C
Charlotte Nichols英国 · 3 reviews · Experienced 2026-07-11 ·
★★★★★
Great Brand
Keill was very helpful in providing answers to my questions. SB is a great brand, I know if I buy a product I will be happy, it looks good and lasts a long time. SB are also very generous with their discounts and sales.
K
Kk爱尔兰 · 4 reviews · Experienced 2026-07-11 ·
★★★★★
Worst experience ever…got in touch with…
Worst experience ever…got in touch with them after two weeks of waiting of my order….was waiting an hour on their web chat and after that I was cut of after ,,Hi” than i was transferred to someone and for this I was waiting again but i just give up…and at the end I emailed them….no respond…and final their return money without any communication…never again…
Reply from Sweaty Betty2026-07-21
Hi,
Thank you for taking the time to share your comments with us.
We truly appreciate your feedback and have passed this on to the relevant team.
Our Customer Care team is extremely busy at this current time, but rest assured we are working hard to get back to everybody as quickly as we can, and really appreciate your continued patience.
Should you have any further questions at this time, please do not hesitate to reach out to our Customer Care team who will be more than happy to help.
Best wishes,
Customer Care
The ladies working in the store were really friendly, helpful and knowledgeable. I needed a bit of kindness and they gave me that that day.
In the end the length I needed in the chinos were not available in the store, so I bought them online in store EU01733737.
