ABOUT YOU Reviews 

For more than 10 days I've been losing my time and nervs to get a correction from About You. Normally, I was ordering very often, but lately there are huge problems with returns. There is always something wrong and it takes forever to clear all up. Instead of improving it, About You managed to fall even deeper. For almost 2 weeks I am not getting anywhere with my issue which will cost me money 'cause AY Customer Service obvioulsy ceased to exist. Sad. I really enjoyed AY.

I was charged twice for an item I ordered, and despite reaching out through email, chatbot, and phone calls, I still haven’t received my refund. This issue has been ongoing since September 24th, and there has been no clear update or solution.

What’s most disappointing is the lack of proper support. Each time I contacted customer service, I felt like I wasn’t being taken seriously, and no real progress was made. It’s extremely frustrating to wait this long without any resolution, especially when the mistake was on their side.

I really hope about you.de improves its customer service process, because this experience has left me feeling upset and unheard.

Update:
I have now finally received my money back after almost two months of communicating in every possible way. For anyone who still has an open case, don’t give up. Keep following up regularly, even weekly if needed, and you’ll eventually get there.

This company is one big scam , order made 23.09 packages to me personally have not arrived , I feel robbed for 4100 fr . Daily phone calls and the same rule the case is in another department .
After 2 weeks of daily pressure I was graciously given a form to fill out . Form sent 15.10 today 22.10 still nothing . Tomorrow I am going to the police and report the matter to all authorities where possible .
Not official sources I know that a class action lawsuit is being prepared against this company .

horrible customer service, they took money from my card two weeks ago and did not create an order. money still not returned. no way to contact anybody there.

Authentic website! Reliable, lots of variety! Uncomplicated ordering system, generous conditions, excellent prices. I would recommend about you to everyone and I will certainly stay with this company when I am ordering clothes online !Very much appreciated.

I placed an order for goods in May. Apparently About You had technical problems, due to which their system did not detect the order, even though the transaction was completed. Because of this, I did not receive goods worth €1500. From June onwards I am battling their customer services to get my money back. They are always checking and coming to the conclusion that I am eligible to receive a refund and that I will get my money back in at most 14 days. Now passed already 14 weeks and we are still at the start.
Maybe someone knows which EU institution is responsible for investigating online fraud?
Please write below, certainly I am neither the first nor the last with such problems.

UPDATE ON 29.10.2025
Automatic About you customer service replay after few days:
Hallo Nejc,

scheint als wären gerade alle im Shopping-Fieber, denn wir haben unerwartet viele Kundenanfragen.

Bitte habe Verständnis, dass es aufgrund der hohen Nachfrage derzeit zu einer längeren Wartezeit kommen kann. Unsere Agent*Innen geben ihr Bestes und werden sich zeitnah bei Dir zurückmelden.

I was charged twice for the same order after following AboutYou’s own customer service advice to “try again.” Despite immediately contacting them and providing all payment proofs, the company failed to act promptly or take responsibility.

It took several days to even get a proper response. Then I was asked to manually re-enter my bank details through a link — something no large and reputable company should require for a refund. I was told the refund was “initiated” and would be completed within a few days. It’s now been over two weeks, and I still haven’t received my money.

The communication has been slow, repetitive, and empty — constant apologies but no real action. Their service feels performative rather than professional, and customers are left wasting time chasing their own refunds.

This is not how a serious international company should treat paying customers. I will never order from AboutYou again and strongly advise others to think twice before trusting them with your payment information.
UPDATE 29.10.2025 - contacted their customer care, but nobody reached me back with the solution yet :)

They charged about $100 for pair of jeans and it’s more than a month and they still didn’t send it. Trucking number says that it was added into a system and no changes at all. The customer service send invalid link for the form for lost items and then stop responding. It looks like a complete scam. Not sure it’s a real company. So far it’s the worst experience from online orders. Completely disappointed.

One star is too much! I was charged for an order that wasn't completed about a month ago and I'm still trying to get the refund.. I keep calling and calling and I hear only excuses, no one has informed me back of the status of the refund and why it is taking so long. I already inforμed them that I'm proceeding with an official complaint to the ECC.

I order regularly from About you, and mostly I´ve been happy with this company. Sometimes it takes longer time for package to arrive( if there is a large amount of orders),but you get an e- mail with an apology and new info about shipment of your order. Usually it takes approximately 7 working days. Sizes always fit me and i have trust in their descriptions below any item. Packages come very securely packed.

Good price, perfect and fast service.

Good afternoon. For a month now I have been unable to return either my goods or my money. 749.50 Euro. I've already written over 10 emails to customer support. No response. Neither company representatives in the Netherlands nor in Germany answer the phone. Can anyone advise me how to contact them? Call the police to get my money back? I'd appreciate any help.

HU - I ordered shoes in the EU size and got delivered a size half size smaller than my order. Checked the website again, but they converted the US size to EU size wrong. Their own mistake on their website! Called customer service, said they would check and update if this fault is on their side but did not. Had to write an email again just to get an update. Told me that it indeed was their mistake and asked me to send the shoes back and order the shoes in the correct size again! Asked if they can send an exchange without me having to pay twice and losing money and energy due to the conversion rate and time. Wrote 3 emails no reply! Until they received the shoes back. Always answered one question when I asked 3. The refund did not even equate to the price I initially paid due to the conversion rate. And now I have lost 13 euros just because they had a faulty website and lost 2.5 weeks of my time that I could have spent testing my running shoes.
At the VERY LEAST, there should be some discounts or just sending an exchange!! Awful, awful, awful!

Great selection of products, helpful and friendly customer support. The delivery took a bit longer than planned, but overall I’m happy with experience.

I have shopped many times on so many online services. I had one successful delivery and chose to order again. My next package did not have my proper address and I asked for help so it could come to me. The customer service kept showing me the wrong address on an email and saying I don't see a problem. I kept saying it's the wrong address. All I got was it is not our fault with no offers for help or support. Future customers be warned!

Genuinely happy with their goods :)

In Lithuania, the media has already started reporting about the money that isn’t being returned. Yesterday, after I posted a media article from Lrytas under an About You post on Facebook, I got banned. So it’s like in 1990—they took the money and still banned you :DDDDD Pathetic. Just search for Lrytas or 15min on Google—there are already articles about unreturned money in Lithuania.

About you I believe is a scam. They will take your money, not respond to customer service but will respond here and say 'please contact customer service.' It's an endless loop of automated emails. Don't order because you won't get your clothes but you'll have zero recourse to get a refund.

I am 175cm and 65kg. Not a single Small sized piece of clothing fits me. The sizing charts are not properly set up on the platform. Everything hangs from me like I am Eminem.

I like the Ease of return for unwanted items. The quality depends from product to product, and the discounts can be very volatile.

Avoid by all cost! Selling fake bags and no refund!!!

I bought a Coach bag from aboutyou and 18.08 recieved. It was clearly fake because letter C on the “coach” bag was letter a… I was guarnteed that money would be transferred back in 2 weeks after return date (20.08) today is 10.09 and support told me to wait for another month to transfer money back to my account… order number ayer-716-338767806. Their support is absolutelly useless barely speaking any language working on minimum wage in Latvia. Their store selling cheap fake bags for real bag prices. Dont ever buy there anything.
I have all proofs and photos from when i recieved bag.

Worst experience ever, and I paid for order 250 euro. So tomorrow im gonna go to the police and dispute fraud activity from aboutyou.