& Other Stories Reviews 

I ordered online from here a couple of years ago and swore I’d never do it again, however there were two tops I wanted and I couldn’t get them in store. I ordered them two weeks ago, didn’t receive a confirmation email and have been logging into my online account to check the status and they’ve only just been dispatched, two weeks later?!! Can’t imagine the hassle if I might want to return. Just avoid, it’s not worth it.

I bought a pair of boots online from & Other Stories and returned them on 12 August using the QR code provided by the company. I dropped the parcel off at the Post Office on Brick Lane.

Since then, absolutely nothing. No return confirmation, no email, no tracking information and no update whatsoever. I paid through Klarna, so naturally I’m concerned about when and how my refund will be processed.

I contacted customer service today and was simply told that I have to wait 14 days for the warehouse and courier to process the return, and if there is still no update by the end of today, I should contact them again tomorrow.

I find this completely unacceptable. If a customer uses the company’s own QR code and return system, there should at the very least be an automatic confirmation that the parcel has been returned. Instead, neither & Other Stories nor the courier seems able to provide me with any useful information.

Fourteen days with no confirmation whatsoever is extremely poor customer service. I now expect my refund to be processed immediately.

I wish I had read the reviews on here before ordering off this company. After very slow delivery, I have returned the item. I have tracked on Evri and it has been 'on it's way back' status for days now. I am quite anxious about receiving my refund as the item was quite expensive. I will not order off them again.

Very unimpressed with their return practice, which differs from their policy! I purchased a sale item during a 1 day visit to London from Scotland. On my return to Scotland I attempted to return it to a Scottish store and was told by the store they would not accept sale items purchased at another branch. Customer service told me they had no control over individuals store policy, and I couldn’t return it online. They said I could only return it to London store! Seriously?? Not what their website policy states!

So disappointing. I love the in-store experience and the uniqueness of some of the designs. The online experience AVOID! I got sent the wrong items which had a much higher value but I phoned up and told them out of goodwill. The call handler was abrupt, unhelpful and told me to send them back for a refund on my original items which I did but also told me I'd have to now reorder my new items at the full price as no longer in the sale. I did send the item back but obviously didn't order the replacement items out of principal. I then got my refund through and they'd charged me £3 to return an item that i didn't even order in the first place. Called again... no apology, just refunded me the £3 hopefully. I don't even want to shop in store with them anymore.

The slowest delivery I’ve ever encountered! Haven’t received the item yet, it’s been “waiting to collect” by Evri for four days so far… ordered over a week ago. Thought I’d be safe order through the H&M app but they dispatch directly from & Other Stories. Wouldn’t recommend!

I selected free home delivery on my items as the total was over the amount needed for free delivery. My items were then send to a pick up shop that I’d never heard of 25miles from my home in rural Wales. After many phone calls trying to get to the bottom of this and request a full refund, I was told I had to wait until the item was collected and sent back to them due to non collection, then my refund would be processed. It’s now day 19 of waiting for my refund and numerous phone calls chasing it up. Today I was told it’ll be another 3-5 working days. Customer service operator today was very abrupt. No apologies for any of this. Appalling customer service - avoid!

PLEASE update your IT system.. how is it so hard to return orders several times because the order status can’t be simply set to “delivered” by customer service? Even after calling 4 times it still can’t be fixed and we have to wait for another department to set the order status on “delivered”.

I went to several different stores to try and return it but that is also not possible because of the order status 😅 what a joke

The quality of the items is SO BAD. Like, worse than garbage bags or hospital gowns.

Fulfillment was equally terrible -- shipping was 2-8 days slower than they promised, which meant it didn't come in time for my event and I wasted all that time waiting when I could have shopped elsewhere.

Customer service was a joke. No one could help process a return.

I wish I had checked Trust Pilot before purchasing. Now I'm out several hundred dollars.

The last few items I’ve bought from here and returned, I’ve had issues receiving my refund. It’s just been brought to my attention again as I purchased an item now, about a year later and I remember I swore I’d never purchase anything directly from them again. Both previous returns went past the 14 days and I had to chase them multiple times to get my refund. Both times they said they couldn’t find it in the warehouse, but I had tracking which shows it was there - it blows my mind how Zara for example can process my refund within a day of receiving it back in the warehouse and they must be receiving thousands of items back a day. In future I’ll only purchase through a concession.

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.