5 days after placing an order received an email which stated they are experiencing delays and it will take longer for the order to arrive (no mention of that at the checkout to give people an option to shop in-store). At the time of the email, my parcel was not even processed so I reached out to the customer service straight away to ask to cancel an order as it was obvious it wouldn't arrive in time for the occasion it was required for. Was told that the parcel was already being processed so cannot cancel the order now (I find it hard to believe because after they "processed the order" half an hour later it took another 3 or 4 days for the courier to pick it up- would be useful to actually have an option to cancel). Parcel didn't arrive by the second promised day either so I informed the customer service again that the parcel is no longer required to which they replied to reject the parcel when the delivery is attempted and it will be sent back to them. Which is exactly what my family member did when the delivery was attempted. How was I surprised that a week or so later, instead of getting a notification of a refund, I was informed by the customer service that the parcel was delivered to my house when noone was there.... And left in the garden in the rain for 5 days before I was able to get it after arriving home from holidays - maybe worth considering a better courier than Evri, which is the cheapest and the worst courier out there, would expect better from a brand like yours. Bear in mind, at this point I was already having back and forth conversations with them for almost 2 weeks telling them that I don't need the parcel anymore as they didn't deliver it by either the 1st or the 2nd promised date. I didn't even bother opening the package in case it was damaged by the rain and emailed them to sort out the collection... Over a week later and several emails after they promised to arrange a collection, I had to return it in store today as the customer service is not responding now and haven't arranged the promised collection. There has to be a better way to deal with the mistakes that you cause than using basic scripts like: "accept my apologies but...." And judging by the previous reviews, it seems to be a reoccurring theme. It's a shame really because I used to shop with &other stories before and genuinely had one of the best quality clothes from them that last years but this situation really left a sour taste in my mouth and put me off shopping with them ever again. It also seems to be the same in store, they used to have a lot of people shopping in them years ago but now even on Saturdays the stores tend to be empty yet the staff somehow still looks so drained and unhappy to be there. Shame really but not worth the money spent.
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