Review Time
I ordered a skirt for my holiday, it came really late so I had left already. I returned it a week ago and had heard nothing so I called as I was worried, they told me it had been received and I’d get the refund in another 8 days so over 2 weeks. All in all terrible service.
Absolutely terrible, ordered 2 dresses 10 days ago, called customer service (not based in the UK) to ask for delivery update, told that they don’t deal with the “courier” that I have to call them, asked for refund and was told that I would have to wait 30 days before refund. I will NEVER buy from them again. My advice… DONT BUY FROM THEM
This was the worst shopping experience I have ever had. They refused to match a price difference and then insisted I return the entire order—completely ignoring my request. They clearly do not care about the environment or respecting customers’ time. Their customer service is utterly useless; I’ve never received any helpful assistance from them. Delivery times are long and completely inconsistent. This will be the last time I order from this shop. Do not recommend at all.
I bought an item in the London store when I was visiting for a weekend and paid using Apple Pay. I changed my mind on the item and tried to return it to the Bristol store (an hour drive each way) and realised I had forgotten my phone but had the bank card on me which is for the same account linked to my Apple Pay, as well as the receipt. However they refused to refund to the card so I’m now nearly £90 down and a wasted 2 hour round trip.Tried to contact customer service online chat to see if there was anything they could do such as let me post the items for a return and they said they are on different systems to the stores so just try a different store to see if they have a different return policy?!!Asked for an email address to register a formal complaint and they gave me an email address but said it’s the same department as them so they won’t do anything. Never had such bad customer service and refusing to give me my money back when it was going to the same bank account and I had the receipt just seems like an excuse for not wanting to refund.Never had this problem in other shops.Will never buy from them again.
I ordered a bikini top and a bikini bottom. I received two bottoms. The solution: Return the items and we will give you a refund. Meaning: No solution OR compensation for THEIR mistake. They've offered as a kind gesture to cover the delivery cost (£4). I won't be shopping again from them. I knew I shouldn't have bought from them, I hope I learn this time - Terrible quality, terrible customer service.
I was delivered an incorrect item and instead of sending the correct item immediately to resolve the problem. Instead I have to return the incorrect item to get a refund and repurchase it again. Customer service is unhelpful and the processes in place are terrible
I have now tried to order the same product 3 times to my home address and each time my delivery address has defaulted to a collection point.The company/ inpost failed to deliver to the collection point the first time and now I am waiting for a refund. I had to cancel my next two replacement orders as the delivery address again defaulted to the same collection point which clearly doesn’t work . Having calledCustomer services twice they were unable to change the address back to my home address and could only cancel my orders
I’m amazed to find these reviews as I had always thought this was a high end company. But I came on here to report that I have had a bad experience too. Firstly, I tried to buy a half price blazer but was being charged full price at check out. Two different advisors on the chat told me I need to buy at full price then tell them the order number for a refund of the difference. I did that but the next advisor I got said no you can’t do it!!The second thing is I made an order on the 6th, delivery date 10th/11th. Called today (12th) they said the courier has been busy so it’s another 7 days to wait. Doesn’t seem plausible to me. They are quick enough to take your money though. Will think again before ordering anything else.
’m from Croatia, where & Other Stories unfortunately has no physical stores, so I rely entirely on their online service. I ordered a pair of shoes that turned out to be too small and initiated a return over four weeks ago. Since then, the parcel has still not been picked up.I have contacted customer service four times and sent multiple emails. Each time, I was asked for the same information (order number, return reference, address) and was promised that the issue would be escalated with Overseas, the courier responsible for the pickup. Yet nothing has happened.To make things worse, I even ordered the shoes in a larger size in the meantime – which also didn’t fit – and now I’m stuck with two pairs that I need to return, with zero support from the brand.I have been patient and understanding, but this is simply unacceptable. A full month has passed, and & Other Stories has still not managed to arrange a basic return collection. For a brand positioned as premium, this level of service is beyond disappointing. I am honestly exhausted and out of options.If you're ordering from a country without physical stores, be very cautious – the return process might turn into a long, unresolved nightmare.
I ordered an item and contacted customer service if I could change the delivery address (before it had been shipped). The customer service was good and they explained this could not be done (fair enough). The item did not arrive when it was supposed to and i received an email from Evri that the parcel was being shipped to my home address even though I selected Inpost click and collect. I can no longer collect my package. You guys need to at least alert customers of changes like this.
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