Review Time
My returned items were received at Otrium's warehouse 17 days ago, but until now, I got no email confirmation that the returns are being processed or refunds have been issued.
For the last 6 - 7 months or so, returns have been taking far longer than before, far longer than most reputable online retailers, and, in my case, longer than the 14 days the law stipulates for distance selling in the EU.
I am still waiting for a reply to my email from Customer Services. They have an AI bot for what seems like "simpler" replies, but for this specific issue I didn't even get a bot reply!
As a result, my trust in Otrium is lost and I can no longer use or recommend it.
What a pity!
My returned items were received at Otrium's warehouse 17 days ago, but until now, I got no email confirmation that the returns are being processed or refunds have been issued.For the last 6 - 7 months or so, returns have been taking far longer than before, far longer than most reputable online retailers, and, in my case, longer than the 14 days the law stipulates for distance selling in the EU.I am still waiting for a reply to my email from Customer Services. They have an AI bot for what seems like "simpler" replies, but for this specific issue I didn't even get a bot reply!As a result, my trust in Otrium is lost and I can no longer use or recommend it. What a pity!
I like that in buying after-season items, it keeps the clothes from going to landfill. The discounts at Otrium are great and it helps the environment! Delivery, quality, selection, and products being exactly as advertised make this a great marketplace.
Bestellung ODE-734159Ordered few items. Two guess t-shirts arrived damaged with print that is peeling off or all broken up. Where is the quality here? Selling inferior, poor quality items and then if Customer wants the refund, he needs to send it back and return costs will be taken from the reimbursement that may be full or partial. If partial then you lost money and item by buying in otrium while otrium sold inferior item, got the item back and earned some money on it. What a business!
I placed an order (OBE-285853) on 19 January 2026 and did not receive any e-mails from Otrium, including the order confirmation. I double-checked my e-mail address in my account, and it was correct, so the issue was not on my side.Later, I wanted to return some items and completed the online return process, but again received no e-mails, return documents, or a return shipping label. I submitted the online contact form, but still got no response.Only after posting a review on Trustpilot did the Otrium team respond, and after resubmitting the form, I finally received the return label.The issue was eventually resolved, but communication was very slow and seems like a recurring problem, which can be frustrating for customers.Kind regards,Oleksandr Maslovskyi
If I could give 0 stars, I would.This is the second bad experience I’ve had with this website. The first time, I received a Guess jacket without the belt.Now again, I received a jacket that is clearly stained with chlorine, making it completely unwearable. I have photos as evidence if needed.Even worse, they charged me 14€ for shipping/return, even though the mistake was entirely on their side.This is unacceptable and very unprofessional. I will never order from this website again.
Placed an order on the 24th December, had an update saying it is on its way with royal mail, tracking says they still haven't received it from the company. I have tried numerous times to contact this company via their chat service, only to get an automated email with the tracking details, I then replied to this and sent more messages through their contact page, to get no reply other than the same email reply.It is impossible to speak to anyone at this company, I didn't want to leave this bad review but was given no other options. I will wait another 14 days then request my money back via my bank.
I ordered a guess Marcelino expensive coat (mentioned 50% wool), i got a replica all polyester and not original. I won’t order from this site again!!Thanks for the reply, the description on the label i received is completely different, no wool. Also the brand name is poorly attached and doesn’t look genuine at all. You can check upon receipt of parcel as i have packaged it. Having said so, i think the minimum is to reimburse the delivery and return fee (11-12 pounds), the item material is completely different
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