I made several purchases on their online shop, around 10, for a decent number of clothes. Usually clothes are good quality and in perfect condition, some are packaged / sealed, others in an open... See more
Company replied
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Review summary
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Based on these reviews
1. There are frequent issues when shopping, especially with selecting colors and sizes. For example, choosing “white” often leads to other colors being shown instead. 2. After viewing a... See more
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Products are very good but making a return although pretty simple to do, take a long time to go through and their customer service is terrible.
Company replied
I finally got my refund. Was a little worried as I had waited nearly a month for even an update on my return but after contacting support via their contact form, Aline expedited my case and I was re... See more
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Company details
- Haute couture fashion house
- Children's clothes shop
- Clothing Shop
- Men's clothes shop
- Shopping outlet
- Ladies' clothes shop
About Otrium
Written by the company
Wear over waste
We want all clothing produced to be worn. No new clothing in landfills. We partner with fashion brands to sell archive or older collections at irresistible prices. But Otrium is more than amazing fashion deals. We are smarter for your wardrobe.We are smarter for your wallet.We are smarter for your world. Up to 75% off fashion brands you love, every day.
Otrium app
Hundreds of designer outlets in one app
You can easily find archive fashion you love online and on our app. Scan the QR code to download the Otrium app!
Contact info
Danzigerkade 16A, Amsterdam, Netherlands
- otrium.com
3.2
Average
8K reviews
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Was very surprised at level of return…
Was very surprised at level of return fee - I get why, but will put me off ordering again. I also ordered a heavy jacket and some other items and they were badly packaged so the the box was almost destroyed when it arrived. So not only will I have to pay to get the items restocked I will also have to spend ages finding an alternate method of sending the items back. Items mainly as described, sizing rather off.
27 November 2022
Unprompted review
Reply from Otrium
Hi Victoria,
Thank you for providing your feedback on this order.
We're sorry to hear of the condition of the parcel when it arrived to you. If you can reach out to us at service@otrium.com, one of our agents would be happy to assist you further with this return.
Kind regards,
Team Otrium
Extremely disappointed
Update:
Unfortunately had to knock off stars from my initial review, due to a change in their policies.
I haven’t noticed, but they charge now a staggering £6.50 for returns which is much, much more than any other company out there.
Very misleading as when asking for a return you get the option to return with free pickup from Hermes, which is obviously not correct as you twill then be charged £6.50 for return.
For an item which is a bargain at £18, knocking off £6.50 for return is completely exaggerated. I saw Otrium’s reply to other negative reviews from people who are upset about this, and I’m sorry, but I highly disagree. There are so many fashion companies out there, all in the same boat as you are Otrium, and none of them charge such a fee for return, which many here agree is ridiculous.
Honestly, I got a big unpleasant surprise from my last refund email.
(My original review: I ordered some clothing on Otrium. All clothing are excellent quality and arrived really quickly - even earlier than expected! Most items were perfect fit, just as the sizing should be and I am extremely happy.
I had to return a few items as they were too small or big, they have free returns (also with option of home pickup via Hermes which is fantastic) and the refund was quick.
Thank you!)
16 November 2022
Unprompted review
Reply from Otrium
Hi,
Thank you for your review. We are sorry to hear that our return cost was an unpleasant surprise for you.
At Otrium we believe it is important to be transparent about the costs of delivering and returning an order. We have therefore chosen to offer you as our customer the best price for an item, whereby the return costs are only charged when an order is returned.
Returns are also unfortunately still a big problem in the fashion industry, due to the millions of returned garments that are thrown away or destroyed every year. At Otrium we want to avoid this by processing a return with all care, so that every item gets another chance on our platform and find a suitable owner. Our aim is to make 100% of the returned items sellable again, which is why we ask our customers to make their own contribution in the form of paying return costs.
We hope that our reasons for charging the return costs are a bit clearer now.
Kind regards,
Otrium Support Team
Wrong size item delivered and no customer service support
Ordered a Belstaff jacket via the app. Whilst I'm in the UK the only size selection offered was IT. Ordered the correct size for me and got delivered the UK size jacket (5 sizes too big). Raised a query with customer services and included screen shots of sizes options app offers (IT sizes only). No response to date. Not sure I can trust this app anymore.
5 November 2022
Unprompted review
Reply from Otrium
Hi Ian,
Thank you for your feedback. We are extremely sorry to hear that you received a jacket in the wrong size from us.
Please be assured that our support team will respond to your complaint as soon as possible - we always respond to all the messages we receive. As for the item's size - it looks like there was a mistake on our website, thank you for pointing it out. We will investigate it further with our warehouse.
We hope that our agents will solve this issue for you.
Kind regards,
Team Otrium
Heads up - hidden costs possible
Heads up:
- if you want to return something it costs 6.50€.
- additionally, if you purchased something with a korting/discount, you will have to pay extra for that as well upon returning it. So I would only buy things in this store you are 100% sure will fit you otherwise you just lose money.
24 October 2022
Unprompted review
Reply from Otrium
Hi Alaxandra,
Thank you for your feedback.
We are sorry to see that you did not know about our return cost, however, it's not a hidden cost, it's clearly stated on our website that the return costs are deducted from the refund. Then, there is no payment for the discount upon returning, we always refund a full purchase price of the items (deducting only the return cost, only once per order). If you are not sure about your refund, we advise you to contact our support team directly.
Kind regards,
Otrium Support Team
Nice items but extortionate return costs.
I liked most of the items, but had to return one. I was shocked by the extortionate cost of the return fees. Because of this, I will not be using this company again.
5 October 2022
Unprompted review
Reply from Otrium
Hi Teresa,
Thank you for your message. I understand that you are curious about the reason why we charge shipping and return costs. I am happy to provide you with additional information.
At Otrium we believe it is important to be transparent about the costs of delivering and returning an order. We have therefore chosen to offer you as our customer the best price for an item, whereby the delivery and return costs are only charged when an order is placed or returned.
Returns are also unfortunately still a big problem in the fashion industry, due to the millions of returned garments that are thrown away or destroyed every year. At Otrium we want to avoid this by processing a return with all care, so that every item gets what it deserves to get another chance on our platform and find a suitable owner. Our aim is to make 100% of the returned items sellable again, which is why we ask our customers to make their own contribution in the form of paying return costs.
If you would like to read and see more about this topic, you can find so in this article. We will be happy to help you if anything is still unclear.
Kind regards,
The Otrium support team
Not perfect but good
There are some technical glitches and invisible customer service. Otherwise it’s a genuine website with lot of great deals and quick delivery.
27 September 2022
Unprompted review
Reply from Otrium
Hi Giridhar,
Thanks for your message. How annoying to hear that your order isn't showing up in your account. Of course, we would be happy to help you out with this.
When you don't receive a mail that confirms your order, there is a good chance that your order didn't come through in our system. In this case, you will receive your money back within 3 business days.
If you did receive an order confirmation by mail, you will still receive your order!
Hope we're able to help you sufficiently. If you have any further questions, please don't hesitate to reach out, as we're happy to help.
Kind regards,
The Otrium support team
My first time ordered from Otrium
My first time ordered from Otrium, I am very happy, all the clothes and boots are very good quality with very good Price. The shipping was very fast. Unfortunately, I had 2 items sent back for the refund and it went smoothly and fast. So I will be a regular customer from now on and highly recommended.
4 January 2022
Unable to see the status of the order
Unable to see the status of the order. This is pretty problematic. I have made a lot of orders and am waiting on them all.
No customer service portal exists for this.
1 September 2022
Unprompted review
Reply from Otrium
Hi Archana,
Thanks for your message. We're sorry to hear that you can't see the status of your order. Our apologies!
Please contact us via our contact form on the website or service@otrium.com. We're happy to help!
We hope your items will arrive soon, and we wish you a pleasant day.
Kind regards,
Otrium Service Team
Still waiting for a refund
Still waiting for a refund
Item ordered then returned back in April, still not had a refund!
6 September 2022
Unprompted review
Reply from Otrium
Hi Michelle,
Thanks for your feedback. We're sorry to hear that you still haven't received your refund. Our apologies!
Please contact us via our contact form on the website or service@otrium.com. We will help you further as soon as possible.
Again, our apologies. We wish you a pleasant day.
Kind regards,
Otrium Service Team
Good , but a few mistakes this time
One box with not ordered items , one order not delivered , good customer service
3 September 2022
Reply from Otrium
Hi Marieke,
Thanks for your review!
We're sorry to hear that you've received a few items that weren't yours, and that you haven't received your order. Our apologies!
If you contact us via our contact form or service@otrium.com, we will try to find a suitable solution for you.
Kind regards,
Otrium Support Team
Bought item months ago -took payment…
Bought item months ago -took payment -since told me the item was sent back and still waiting for refund. Not good customer service.
5 July 2022
Unprompted review
Reply from Otrium
Hi Lisa,
Thank you for your review!
We just sent you an email with more information about this situation and your order placed at Otrium.
We hope this has helped you enough, but please don't hesitate to contact us if you have any more questions!
We hope to see you back at Otrium soon!
Greetings,
The Otrium-team
Not the worst but not the best either
I've ordered a dress and after paying for it they've informed me that is no longer on stock. I still haven't received a refund for it and it's impossible to contact them, customer service is non-existent
LE: Took a bit of time but I managed to discuss with them and in the end they gave me a refund.
21 June 2022
Unprompted review
Reply from Otrium
Hi Iulia,
Thank you for your review. We are sorry that we couldn't deliver your order.
Please be assured that our customer support team will respond as soon as possible to your queries, we always answer all the emails, however, recently we've been very busy and it can take slightly more time, however, you will definitely receive a refund for a non-delivered item.
We are sure our agents will provide you with a solution to your issue.
Kind regards,
Otrium Support Team
Have filled up form to know about…
Have filled up form to know about delivery of my products but until now no reply.
I also asked for a change of email for the update since I have some issues with my FB email used for my current orders but still no response.
On website, they say Belgium is 1-2 days, I ordered on 10th June, I would understand if there are delays but atleast let us, the customers know please.
* update as of today 17 June I have received an email from Otrium and alas have used the new email I gave them through the form. I have yet to receive my orders but atleast they have responded to my inquiry and will wait until their delivery problems are resolved (hopefully soon)…
I will not change my rating yet but maybe & I am hoping to change it into a positive note the soonest.
22 June 2022
I am not delayed with changing my rating. True to their word I was refunded the whole amount of my order as some of my items were out of stock already.
The response I got from Otrium were delayed but they did announced problems with such on their website.
A plus in service although delayed is that they offer 15% discount due to circumstances above mentioned.
On the whole I am still pleased with the service and will surely order again.
I am giving it a 4 ⭐️ now and hopefully give the last 1 soon.
15 June 2022
Unprompted review
Reply from Otrium
Hi,
Thank you for your review. We are sorry that your order hasn't been delivered yet.
Please be assured that our customer support team will respond as soon as possible to your queries, we always answer all the emails, however, recently we've been very busy and it can take slightly more time.
We are sure our agents will provide you with a solution to your issue.
Kind regards,
Otrium Support Team
Great value for money, stylish brands
This site offers great brands selection with perfect deals. I ordered for my stylist course several pieces and happy about it. Delivery was within couple of days. Return (if needed) is easy. Price quality combination is the best!
30 May 2022
Very trustworthy shop and customer…
Very trustworthy shop and customer service. I recommend 100 times to order from them.
19 May 2022
Unprompted review
Good experience and quick delivery
Good experience and quick delivery, even quicker refund
22 April 2022
Excellent service delivery and quality…
Excellent service delivery and quality would definitely order again and refer friends and family
9 April 2022
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