Review Time
I bought two products during their sale, which were discounted in my cart until I hit pay (At 12:02). After that, the amount changed to full price, and my receipt showed full price. I refreshed the website and went to check the products to see if the sale had ended. But the products were still discounted. I took screenshots at 12:05 and decided to contact customer service.I contacted the customer via the chat feature. During my first chat, the representative agreed to price adjustments, but when I asked for the new total, it didn't reflect the discount. I pointed this out, but shortly after, we got disconnected at this point. There was no email or follow-up, so I decided to begin another chat.I expected the second chat to go smoothly, but it was far from that. I explained the situation and asked them to help me check the price, and they shared that the price was adjusted only for one product. I shared the screenshots that were taken after the purchase to show proof of what was advertised. The agent said that this was before I made the purchase, and despite the timestamp, they refused to honor the price. I asked them to cancel my order if the price wouldn't be honored, but the agent said they couldn't do that because the product was already being shipped. I asked if I could have a free return instead as it wasn't my fault the price advertised wasn't honored, to which they said no and that I'd have to pay the $5 return fee. The agent also said I could return the product for free in-store, but when I mentioned that I have no stores in my city, they made it seem like that was my problem. I had been patiently working with customer care for no fault of mine, but they offered no resolution. I was being penalized for an issue on their side, and this was not right. I asked to speak to management, and they gave me the customer service phone line.I contacted the phone service line this time and a lady helped me out. She took my order details and verified that the 30% off was applied to BOTH products and confirmed that I would get the price that was advertised according to my screenshots. She also said I'd only see a receipt update after the product was shipped, and if I had any issues, I could call back. This third CS agent was very helpful. It was, however, a terrible experience to need to go through three people to get something resolved and to be gaslit by the second agent.Based on my customer service experience, I will NEVER purchase from & Other Stories again.
If I could give 0 stars I would. This was the worst customer service I have ever experienced. Bought a dress and tried to do the online returns. The portal kept coming up with an error so I emailed them. It took TWO months of emails back and forth for them to finally send me the returns slip and then I still had to pay for the return postage did. Though I requested not to given how much of an ordeal it was. Will never be buying from them again.
"Extremely disappointing experience with & Other Stories: I placed and paid for my order on November 11, but three weeks later, I still haven’t received it. They refused to issue a refund, insisting I wait for their internal investigation, despite the fact that I never received my order. I will never shop from this brand again."
Horrible online shopping experience. 1st time, ordered a blazer in the sale and they gave me the wrong size, by the time I wanted to order another one it was sold out, and I waited over a week for it. They offered a free pick up with EVRI and 3 times they failed to show up, wasting my days waiting, eventually I took it to an off-license shop which did EVRI returns.2nd time I ordered the same blazer which was back in stock, and they had the CHEEK to send me a completely different blazer?! Kept a shirt from that order and was refunded the blazer, and given discount offer for the fault. Also returned myself to an off-license.3rd time, ordered again from the website and nothing has changed, still waiting for over a week for delivery in London. Dreading getting the parcel to receive wrong size/wrong item and having to argue with their chatbot for the injustice. Why can you not handle online orders? Incredible service in stores and high customer satisfaction, but the online experience is shambles.
My order took just over a week to arrive. It was to big so I’ve had to return it. PayPal showed refund on 4th November but it wasn’t in my account. I called & Other Stories and was told my refund will take up to 30 days! This is ridiculous and unacceptable in this day & age. Not happy
Avoid ordering anything from Other Stories!Worst customer service and delivery delays.I have ordered the dress £140 on the 6th of November 24, they have lost my parcel. Customer service is asked to wait for 20 days until they can resolve my issue.
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