“I will never shop at Sandro again.
I placed an online order and paid an extra €6 for express delivery, which according to your website guarantees delivery within 1 to 2 days. However, I received an email stating that the order will arrive in 4 to 5 days.
I called customer service and was told that the order preparation takes 24 to 48 hours, and only after that the shipping process begins, which takes another 2 days. So why does your website advertise delivery in 1 to 2 days if that only refers to the shipping time and not the full process?
I feel misled. It’s unacceptable for a luxury brand to offer such a misleading and non-transparent service. This has been the worst online shopping experience I've ever had.”
“Terrible customer service. I ordered 2 items and figured the some other items that u had previously in the cart were automatically added back to the cart. Hence I was charge triple amount. I called them immediately after I saw the receipt to cancel. And they just didn’t care. And I had sent over 20 emails, and made so many calls and they are just not responsive. One of the items sent is also ripped. And they don’t sent the return label to me. It’s very frustrating. Absolutely theft”
“The customer service is appalling
The customer service is appalling! They are arrogant and fail to realise that the customer pays them! I bought a dress online and they sent it with security tag still attached. Their proposed solution was I send it back, wait for a refund and buy it again or take it to the store in London (130 miles away from me)…. Which was an infringement on my time, and there was a 10% voucher offered off my next purchase, as a sorry! If they think I’m spending anymore money Sandro, their arrogance knows no bounds. DREADFUL customer service! There wasn’t even an apology for THEIR error. (Although I did manage to saw the security tag off with a kitchen knife, incase anyone fancies a 100% discount in store…) VILE company.”
“Very bad online experience.
Bought a jacket in store on camel, loved it, so bought the black one online.
In store you get a hanger and garment bag…online the jacket comes rolled and shoved in a ups plastic shipping bag and when you email them, they refuse to send one (unlike most companies that charge over $500 a jacket like my mackage jacket).”
“the price does not justify the quality they are ripping off Armani the salesman in Soho the man was rude I don't want to go there anymore! I bought a T-shirt washed it a couple of times and can throw it away $168”
“Horrible online experience: first dress came alright but the box came very damaged.
Second dress arrived smelling like detergent and with stain removal stains (white).”
“The wores of the worst people on this location outlet Toronto premium location in Haltom, Canada specifically store manager Victoria, she named her self ((store manager )) like a young teens arguing with customer service keep harrsing ,customer, un behavior acts, not respect the customer issues, not been polite, no manners @ all just like drug dealers as she is! This person she does not need to be in business, that's why when we I was in the store it was completely empty o one buyers, she included my dress 👗 in store return policy
Not specifi for the item with additional discount only saying ( sweamsuit. Body suites, jewelry) thats it those will be final sales. There's no word in the receipt saying word ( clothing, dresses).
for returns policy for outlet store, plus they are not honoring the price difference only one day pass for 50% than 45% off.. so bad those people they had bad customer service including store manager & other staff. They kept hanging the phone on customer during the call with girl has heavy English accent Chinese & Indian or packstani her name Bahar
This store should run with good skills for customer service not harrsing people.. Where's is the management team the supervisor in head quarters, are they well known whats those did to customer. Plz, I want my right as customer purchase item dress for $ 620.00 Canadian dollar, is that they respect customer from out side Canada.. company should keep eye on the store. I do not recommend to vist this store never unless they change the staff upside down it will be better for business & customers...matter fact it was my 1st time visiting. Plz fix the issues they did to me I want my rights.. I will report to BBB in Canada. This too bad 👎”
“Package came damaged and opened and dress was damaged . I called Sandro. They weren’t helpful at all. They promised to send a return label and still haven’t after a week!!! Worst company to deal with!!!!!”
“Purchased two items from the Dallas, Texas location to be mailed to me. One was a black dress for $400 and the second dress was over $500.
I kept the black dress and returned the blue dress because it did it fit properly. The dress was wrinkled when I received it. Upon returning it, the assistant manager said the dress did not have all the proper tags. I explained to her that all the tags that were on the dress are currently on the dress, now. I was unaware of the multiple tags that might have been on the dress, when I received it.
I was told that the dress can’t be returned without all proper tags. After explaining that I was not responsible for any tags on a dress shipped to me from the Miami location. The manager said they would accept the return this time. There were not multiple tags on the dress!!!! What a scam!!!! And the manager did not want to own up to the fact, that the tags were not on the dress.
This is my last time in the store and there will not be a next time. Do yourself a favor and shop somewhere else. Although I love the black dress, debating on whether I should keep it.”
“I ordered 9 items from Sandro. We kept 3 items and send back the rest of the items 2 days after we received. It was sent back in the exact condition it was received. A short time later we received all the items back to our home with a note saying that there were no return tags. We did not receive any return tags on any items. They claimed that according to the return policy they won’t accept returns without the return tags attached. Problem is that they never had return tags on any of the item. I called them many times and they just ignored me and refused to accept my return. NEVER order from Sandro. They are dishonest horrible company.”
“I regret to say that my recent experience with the Sandro brand was less than satisfactory. I had high hopes, having invested time and effort into researching the brand and selecting a gift for my boyfriend's birthday. Unfortunately, the reality fell short of my expectations.
Upon receiving the product, a belt, I was disappointed to find it in poor condition. The stitches were frayed, which was unexpected given the reputation I had heard of the brand. This was not a product I expected to find in such a state, considering my intention was to avoid low-quality items typically found in budget stores like Primark.
Subsequently, I made the effort to return the product to the physical store. However, my experience there only added to my disappointment. Not only did I receive no apologies for the defective product, but the shop assistant's attitude was discourteous and unhelpful. Furthermore, there was a language barrier, as the assistant seemed unable to communicate effectively in either English or Dutch.
This entire experience not only marred the occasion of my boyfriend's birthday but also wasted my time and resources. It's evident that there is a significant gap in the training of Sandro's employees in terms of customer service. As a result, I am deeply disappointed and reluctant to patronize this brand in the future.”
“Their website is absolutely pathetic. After multiple attempts to order, the website kept complaining about payment issues even after I confirmed with all my card issuers that Sandro never even attempted to charge for the purchase.
Finally I got through to a customer service person (there's no Canadian customer support number because they don't care), they pointed me to the verification department who requested a photo of my drivers license and my credit card.
I uploaded my information and after a while this is the exact email I got from them:
"Unfortunately, at this time we are unable to verify your information and will not be able to reactivate your account. At this time, you have not been charged and no order has been placed.
We apologize for any inconvenience.
The Maje Team"
I know security is required, and I've done this process many times with other retailers without any issues. This is just beyond pathetic”
“IF I COULD GIVE ZERO STARS, I WOULD. A month after my placing and paying for an order, still no product after promises of sending an email with a tracking number. Now they say they will send a full refund after I said to cancel the order. However, after reading the reviews (which I wish I had read before ordering), I will file a fraud claim with my credit card company. DO NOT ORDER FROM SANDRO - IT IS A SCAM.”
“Even me as an ex employee get ignored. After I quit my job there I get ignored for 6 months. And I wanted only my certification of employment . It’s a disaster in general. The worst company I worked for. Glad I left”
“Horrible! Spoke to "Raul in customer service". I've been dealing with an issue for quite some time now, and unfortunately, the resolution process has been less than satisfactory. Despite reaching out multiple times, the handling of my complaint has left much to be desired.
The outcomes presented to me so far have been far from acceptable or fair, and it's disheartening that my concerns haven't been adequately addressed. The frustration has led me to request a connection with a supervisor, hoping for a more effective and informed approach to my situation.
While I appreciate the efforts of the customer service team, the overall experience has left me disappointed. I believe there's room for improvement in addressing customer concerns and finding resolutions that meet their expectations.”
