Review Time
I have been shopping online for decades, and this is the first time a company has failed to refund my money. You would think &OtherStories is a trusted and legitimate company—but I fell into that trap. I wish I had checked the reviews before placing a large order.The delivery was delayed, which can happen, but when the parcel arrived, an item was missing, which raised concerns about the company's logistics and management. I returned most of the items, but since then, I’ve received conflicting information: one message stated that my parcel was lost, while another claimed they had received it.It has been six weeks since I returned the majority of the items and requested a refund for the missing item. After multiple conversations with customer service, I’ve only received 25% of my refund and am still waiting for an additional £500. I’ve spent hours trying to resolve this, and still, there’s no resolution. It’s utterly shocking—and frankly criminal—not to refund customers.I never would have imagined that situations like this could happen in today’s online world. The company is clearly not equipped to handle online orders. Please stay away!Sanna Lindberg, I understand you are the Global Managing Director for the company. I suggest you either address these issues or close the online business. There is no room for companies that can’t manage refunds in this day and age.
Amazing customer service in Manchester on multiple occasions. Lost my receipt on a sale item and they very kindly gave me store credit. Very reasonable and excellent customer service. Counter staff have always been really helpful with looking in their store for sizes even when it says out of stock on their system - something I didn't request but they did anyway. Have ordered online twice and returns to the store process super quick. Like all fast fashion, quality is hit and miss. Stick to their natural fabrics like wool and linen. Sometimes their stitching is a little messy but that’s to be expected at the price point. They also do really good sales so wait to buy pieces you like unless they look like they’re selling out quickly.
Worst customer service ever! I have been trying to return an online order for over a month now. They are experiencing issue with UPS, but instead of dealing with this operational issue business to business, they conveniently transfer the issue to their customers. They repeatedly tell you the issue's been "resolved", just keep trying the same UPS portal and get back to the queue...DO NOT ORDER ONLINE FROM THEM!
I strongly advise against ordering international delivery on this website. After receiving my order, I had to pay not only the tax for the item but also an additional $70 for UPS customs clearance services. When I reached out to the company, they simply replied, "Deal with UPS." They could have warned customers that the postal service they use charges so much for brokerage fees.
I ordered a pair of boots from & Other Stories website which was scheduled to be delivered to a pickup point. The boots were sent to my billing address unbeknownst to me. The delivery driver called me and said he left the package in the courtyard of the building unattended. I asked him to verify the delivery address, as it was scheduled to be delivered to a different location. He confirmed that it was indeed my billing address. I had to run over there and pick up my package immediately because it’s a business address, and there is a lot of traffic in and out of the building. Packages get stolen from there all the time when left unattended. Fortunately for me the package was there unattended, and abandoned when I arrived. I will never order from them again. I immediately sent an email to customer service with a photo of the package, clearly showing the wrong address along with another photo of my order, which clearly states that it was scheduled to be delivered to a pickup point.Beware of buying online with &Other Stories, they might ship your package somewhere else.
Shocking customer service. I bought a sale item in store from the Oxford St branch. It clearly stated the date of final return on the receipt as 11 November, but when I tried to return the item it was for gift vouchers only as a sale item has to be returned within 14 days. The receipt clearly stated 11 November, which was incorrect by the store's own systems and yet I could not return. Online support was useless and the in store staff were rude and unhelpful. I will not be shopping there again.
Ordered some products over a week ago. Called the customer service team to ask for a update and they said they are within there time frame of 7 to 8 working days for delivery. 8 working days... in what planet is that acceptable time frame in this day and age ! So now being asked to call back on Monday if parcel still hasn't arrived... wont be ordering again and make sure you don't either.
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