Review Time
I recently ordered a sweater online from & Other Stories and I’m very happy with the overall experience. Although the delivery was delayed by a day or two due to the courier (InPost), this was not the store’s fault. The sweater arrived in perfect condition and exactly as described. Everything went smoothly, and I’m genuinely pleased with my purchase.
I placed an order, but after they confirmed it and took my money, everything went very quiet. A month on, I'd heard absolutely nothing so got in touch with them. They cited problems in their warehouse, said they couldn't supply the item and refunded my money.Really disappointing customer experience.
My order took a very long time to arrive, later than the long period stated. The coat was no longer needed and also very big despite being XS. When I returned it they had they charged me £3 return fee! So think twice before ordering here.
I would rate it zero stars if I could. Shocking, abysmal company to deal with…order took ages to ship, only to be sent to an inpost locker instead of being shipped to my home. No longer required as they were for Christmas, Advised by customer services to not collect and it would be returned to them. One month, multiple calls later and still no refund or updates. Shocking service, nobody takes responsibility & no proper customer service team-The whole experience was stressful, one of the the worst companies ever dealt with-Spend your money elsewhere…I’M NEVER SHOPPING WITH THEM AGAIN
Really wishing I’d read these reviews first. I use H and M all the time and their customer service is brilliant… ordered a jumper, the one they sent was cropped so I returned it. I spoke to what I think must have been a chatbot online about the return, but they didn’t make much sense and couldn’t give me any useful answers so I returned it using the label. Three weeks later I’ve heard nothing from them- not even an email saying they have received my item. They don’t reply to emails. Just terrible, terrible customer service. Don’t use.
I purchased a jumper for £77 in the Liverpool store. At that price point I expected the jumper to last more than a few days. Unfortunately the jumper bobbled after a couple of days wear and looked awful. I live in Wales so contacted customer service and requested a refund and offered to return the jumper via post. They told me I had to drive 2 hours to return the jumper in store, despite receiving photos and recognising a fault with the jumper. I had an awful experience with customer services and feel like & other stories have robbed me. I used to love & other stories but unfortunately the quality of their clothes has really gone downhill and aren't made to last, but they are still expecting premium prices. This isn't a sustainable company as their clothes will end up in landfill after a few days/ weeks (months if you're lucky) and they don't care about their customers.
My order I placed on 26/12/25 at 23:06 and shortly after placing the order, I realised that there was a minor error in the email address provided( it’s written hmail instead of Gmail, they are literally nest to each other on the keyboard). As the order was placed late at night, it was not possible to contact customer service within the stated 15-minute amendment window. I contacted customer service the very next morning in good faith, expecting a reasonable solution. Unfortunately, I was informed that nothing could be done due to company policy, without any consideration for the circumstances. I find it unreasonable that a rigid 15-minute rule applies even when an order is placed outside of customer service operating hours. More concerning was the interaction I had with MARIA on 27/12/25 at 10:35. During this call no attempt was made to correct the email address, no complaint was submitted on my behalf, the attitude was dismissive and unprofessional, which left me feeling blamed rather than supported. I was explicitly told that the situation was my fault, which I found upsetting and inappropriate. Customer service should aim to assist customers, not alienate them—especially when the issue was reported promptly. I am requesting a correction of the email address associated with my order (if still possible). I have always appreciated your in-store experience, but this online customer service interaction has been deeply disappointing. I hope this matter will be taken seriously and handled with the professionalism expected from your brand. I will recommend you to save yourself some stress and don’t shop online from & other stories.
I had a very disappointing experience with this business. They sent me an incorrect item, and when I returned the products, they failed to refund me correctly, reimbursing only one piece instead of the full order.What makes this worse is that I contacted customer service twice, once by phone and once by email, clearly explaining the issue. Both attempts were completely ignored. As a result, I’m being asked to pay for their shipping mistake, which is unacceptable. I also should not be responsible for return costs caused by their error.Because of the lack of response and accountability, I am prepared to escalate it further to consumer protection authorities if necessary.Poor customer service, incorrect refund handling, and zero follow-up. I would not recommend ordering here unless you’re prepared to fight to get your money back.
Was sent the incorrect item by this company over a month ago which I sent back the day I received it, was promised my refund by the 19th of January and still have not received it. Do not waste your time ordering from them, I should have trusted my gut when I saw all the bad reviews initially. Customer service team have not been supportive, January is a rough month for people and I just want my money back ? I really like this company and have good experiences in store but this has turned me off. I certainly won’t be ordering from their website ever again lol
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