Review Time
I ordered a coat which was online exclusive in 2 sizes. It took around 5 days to arrive, I tried both of them on and didn't like them. So I made my order on August 30th and I returned both items on September 7th. The return was tracked so I saw they got it at the warehouse on September 11th. That's 12 days. Their website says you have 30 days to return your order.On September 22nd I asked if they got my package because they usually send me an email confirmation that the return is received a few days after I send it back. I reached out via chat on their website to ask, because it had been 14 days since I sent it back. The customer support representative said "14 days have already passed, so the order is not eligible for a refund, but we'll give you one anyway". Made it sound as if they're doing me a favor. What a joke. I was ready to pull up the exact words from their website where it says you can return within 30 days and refunds are processed 14 days after returning. They initiated a return in the end. I'm not sure I'll be ordering again.
I quite like the clothes from this store so i ordered some items as a treat ahead of a dooooo I’m going to. A couple of hours after placing the order I realised id made an error. The order was addressed to my old address. Completely my error. So I called customer services and asked them to update the order (it hadn’t been dispatched), to reflect my current address. They can’t do that. So I asked them to cancel the order to allow me to place the order again, directing it to the correct address. They can’t do that. Apparently you have a 5-10 minute grace period to cancel the order once you’ve submitted payment. Even though the order is still with them in their warehouse, my only course of action is to wait until the courier company have the item out for delivery and call their customer service desk back to ask them to contact the courier to not deliver the item. Or something like that, the guy on the other end of the phone wasn’t particularly clear.I completely understand that the mistake was mine, but the inflexibility of the order system is eye watering. Can’t redirect the package, despite all security questions answered. Can’t cancel the order because? Who knows. Once they receive the returned package they will process my refund at which point I won’t be placing the order with them again. Why not just cancel it and spare the delivery sham nonsense that doesn’t need to happen? Ugh.
If I could give 0 stars I would. I returned an item in perfect condition as it was too large. Never received my refund so contacted Paypal and provided them with the tracking number and confirmation e-mail from & Other Stories that they had received the item back and had processed it. Still no refund and now Paypal have closed the claim in favour of the Seller. I have lost £127.50!!! Unbelievable. Avoid this Company like the plague. I have used PayPal for numerous years. Never had any problems with them on the very few occasions I had a claim but since they have changed their terms and conditions they have changed also. Won’t be using PayPal now either after over twenty years of using this method of payment as a safeguard. I am speechless. Take my advice please and avoid, avoid, avoid & Other Stories!!!
Had same issue with discount code, completely misleading. Says “signed up to newsletter to receive code” but apparently you need to create account - very misleading. Why not say “create account and get 10% discount”. Instead I had to waste my time and contact customer service. The systems they have in place are not flexible and not customer accommodating. Made mistake with my address, contacted them straight away - they are not able to make any change. Had similar situation with other vendor who can make change before shipping - no issue. This two situations may not look significant - but are enough for me to never go back to the shop again
BEWARE. My wife wanted a cardigan from this store. Website offered a 10% discount on first order if you sign up to their newsletter. However, providing your email to recieve code and newsletters does not mean the code will work! For that you also need to create an account. Unclear how to do this at checkout, so I walked away. Clearly a company who deliberately mislead customers on the first engagement dont get it!
I ordered a lovely blouse on line on 22nd at a very good discounted price. Was told it was ready for collection by dispatch company Evri on 24th . Heard nothing more. Contacted company yesterday and told my order is lost and now out of stock online. Was offered refund and discount voucher. Found the item instore in Bristol this morning but they refused to price match or honour the discount voucher as was for use on line only. Is the online business completely seperate from the stores. Lovely blouse but dreadful service wont be shopping there again in the store or online
Absolutely awful. What has happened to this brand? It has been my go to shop over the last few years but it went downhill. Quality has dropped significantly, return fees added which would have been fine if not the fact that description and pictures do not always present the item well. The shipping time is absolutely shocking, I placed the order on 01/09 and it hasn’t even left the warehouse yet. I tried to cancel but I was told I can’t as it is marked as shipped in the system so nothing can be done… only after it will be unsuccessfully delivered then they will process refund. I bet it will take a loooong time to get money back. As much as I loved this place and still have many clothes from them, shopping shouldn’t be such frustrating experience hence I think it’s time to move on.
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