& Other Stories Reviews 

Worst customer service orderd a dress for a wedding on Saturday 27 June and was supposed to be delivered between 18 and 21st well it’s still stuck with no updates since 20 June. Three times messaged them they say they will chase it up and nothing done so have now gone directly to in post who are equally rubbish one agent told me they will
Chase it up and an answer will be in 24 hrs another told me 48 hrs so I guess I need to find a new dress so frustrating I will never purchase again. Also on reading other reviews, I thought it was my mistake but I also requested home delivery and then it changed to collection at a local store. Can’t imagine what it will be like getting a refund. And when I did chat with an agent one said wait until
30 June not even offering to send out a replacement and now it’s out of stock!

Horrible return experience with this company. I clicked "initiate return" and followed the instructions online, which routed me to their international customer support line. Their support line said they couldn't help me, and bounced me to a different support contact. By the time I got in touch with the new support contact, it had been 14 days since the purchase (within their return policy), but apparently the return window has already expired, with no way to escalate. I'm absolutely furious - just the principle of the matter! Avoid this company

Absolutely horrible. My account should I could return items in store only to go and be told that I can’t. So sale items you can’t be returned in stores. It’s like they make it difficult to return. Well many retailers to buy from. Never buying from here again.

Really Disappointed with & Other Stories. When we first discovered this store, we were so excited; The styles and quality were fantastic and despite this being out of our usual price range for the time, the quality (made to last) mattered more.

BUT, 6 years later, the quality has deteriorated, delivering is long, sizing is way off and inconsistent, item descriptions are not helpful and returns are unfair. So the chances of being happy with your purchase is less likely.

RETURNS: The returns process punishes the customer for & Other Stories’ lack of quality and consistency - rather than working with the customer to improve overall customer experience. The whole updated returns policy and customer service dissatisfaction means it’s time for me to finally say goodbye to this retailer. I’d rather go elsewhere, pay even more and be happy overall with lasting purchases.

Following my last review of this company. I managed to secure a full refund but what a load of hassle! For the sake of a few pounds and good customer relations it would have been better all round just to do this in the first place!

The mention of the Sale of Goods Act 2015 and Trading Standards has sorted it out - what a kerfuffle and they’ve lost at least one customer!

“& Other Stories
Hello J!
Upon checking, I can confirm that you contacted us today regarding the teardrop cord necklace. The case has already been escalated, and a full refund has been successfully processed.

As the item is not fit for its intended use, you may keep or dispose of it as you see fit—there is no need to return it.

The total amount of £23 has been refunded and should reflect in your original payment method within 3–5 business days. Your refund reference number is 12…….

For your convenience, the refund receipt has also been attached.

Should you require any further assistance, please do not hesitate to reply to this email. You can also contact our customer service for any questions by clicking here.

It was a pleasure assisting you today with your concern. There is a quick survey below this email. Your feedback is highly appreciated. Thank you for contacting & Other Stories. Have a great day! “

Can’t comment on the item as they and the delivery company are painfully slow. Delivery isn’t cheap so you’d expect a better service

Disgusting! Selling me an item on Sale stating on the receipt one return date and it turns out it is another. Absolute scam!

Today I was in your shop in Copenhagen (Strøget) and I couldn’t find an ítem that I really liked. I asked your employee Sarangy (I hope that I speaker her name correctly) and she looked everywhere for it until she found it. Great customer service!

I am so surprised by this rating. I have been ordering from & Other Stories for yeaaars, and haven't had a single issue. Fast shipping, very simple returns, great quality. I am honestly surprised.

I am very disappointed with my experience with this company.

I ordered a bag, but upon receiving it, I found that it was damaged/defective. This was not mentioned, and the product did not match the expected condition based on the description.

I contacted customer service regarding this issue, but the response was not satisfactory and the problem was not resolved.

I am sharing this experience so that other customers are aware and can carefully check their items upon delivery. Better quality control and clearer communication would be important improvements, especially for international orders.

I have received the ordered product but it took the retailer 6 days to post it, so very slow compared to any other online shops in the UK. It didn't help that they created the shipping label and sent the tracking link but not passed the parcel to the courier for 4 days! When contacted their customer service chat they were giving me contradicting explanations: product is with the courier, product is prepared in their warehouse, product is definitely ready and awaits the courier (all in the same one chat). And 2nd issue: the adidas pair of shoes arrived without a box. Just trainers packed in a paper bag. So not even sure if I bought a genuine product or a fake knockoff. I guess I will never know. I will not be using this retailer again.

This company is excellent in Sweden, customer service is engaging and orders arrive on time. In the UK however this is not the case. It takes days for the order to be packed and shipped, customer service is non responsive

I’ve stopped shopping in &other stories and told all my friends and family about their clothes.
The clothes are so poorly made, virtually everything I’ve bought has fallen to bits.
Jumpers piling, shrinking, stitches coming undone, holes appearing in tops( no it's not moths) it's endless.
They're supposed to be a premium brand, but it's rubbish.
The final straw was a jumper that bobbled. I washed it by hand in a cold wash, and it shrank, so I had to throw it away.

I know they probably don't give a shit, but when people stop shopping at their stores, they'll know why.

I ORDERED SOMETHING OVER A WEEK AGO AND I AM GOING AWAY TOMORROW UNFORTUNATLY I DID NOT KNOW THAT IT WOULD TAKE SO LONG SO NOW I HAVE MISSED THE DELIVERY PROBLEM S THAT MOST THINGS ARRIVE SO FAST NOWADAYS BUT I WONT USE THEM AGAIN CUSTOMER SERVICE SOMEWHERE ABROAD COULD HARDLY UNDERSTAND NOT HELPFUL AT ALL

Zero accountability for faulty sunglasses gifted to me. Despite providing the receipt, responsibility was further evaded by apparently their 'data breach' & I was talked over & directed to 'chat' by phone staff. Not worth the stress.

Interesting assortment of goods, but very average quality. Jeans and cotton shirts lose color after 3 washes. I do not recommend buying clothes in an online store, because in case of returning goods you have to wait a very long time and send e-mails many times about where the money is. They respond kindly, but the result is slow. I prefer stores where you can try them on, I do not like online stores.

I got effectively scammed out of my money. I bought a coat on sale. There was no indication next to the product that it couldn’t be returned. At normal retailers, any product that cannot be returned is clearly marked as “Final Sale”. There was no such indication here, although apparently the return policy states that any item on a sale of more than 50% cannot be returned. Unfortunately, I did not look at the fine print and didn’t notice that my product wasn’t returnable. Caveat emptor (buyer beware) at its finest. Now, I have a coat that is too large for me and that cannot be returned because of a rule that was buried in the return policy and not clearly indicated next to the item at the time (they later changed it to say “Final Sale” next to the item after many clients complained about getting scammed the same way).

I tried calling customer support, but they gave me a sob story about not being able to accept the return because the warehouse would see that it’s a sale item and not eligible for a return. My husband tried calling them and talking to the customer service manager, only to get the same response.

Bought a pair of earrings & ring in store when in Edinburgh. When I got back home (160 miles away) and tried to open the earrings to remove from the card one was stuck and did not open at all.
Emailed customer service who sent a standard not interested response and told me to return to the store - evidently unwilling to resolve the issue but happy enough to take payment for faulty items.

I ordered the Strappy Block Heel Sandals (size 41, Orange) for €99 and received what can only be described as a used pair of shoes. The shoe box arrived damaged and taped up multiple times, already not what you expect at this price point. But far worse: the shoes themselves had clearly been worn by someone else. There was a visible foot imprint in the footbed and an unpleasant odour.

I contacted customer service, who told me to return the shoes using a return code and wait for the warehouse to “evaluate” whether my complaint was valid. When I pushed back, pointing out that I had done nothing wrong and should not be burdened with resolving a mistake that was entirely theirs, I was told, in a single dismissive line, that their colleague’s response stood and that was that. No name, no accountability, no willingness to engage.

Paying €99 for a pair of shoes and receiving something used, only to then be stonewalled by customer service, is not acceptable. I expected far better from a brand that positions itself as premium. Never again buying anything from this brand.
Buyer beware.

I love the clothes from here and the quality is always lovely, however, the delivery and customer service is APPALLING. I have ordered from here 4 times and there is always a problem, 2 of the times it didn't come, and the other two were massively delayed, one of which wasn't even sent to my house they sent it to a post office! Such a shame - considering the price point the customer service should be better than it is. I won't be ordering again, if i make my way to London I will buy something in store, but the stress isn't worth getting it delivered!