“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.
Buyer beware.”
“I purchased a jumper for £77 in the Liverpool store. At that price point I expected the jumper to last more than a few days. Unfortunately the jumper bobbled after a couple of days wear and looked awful. I live in Wales so contacted customer service and requested a refund and offered to return the jumper via post. They told me I had to drive 2 hours to return the jumper in store, despite receiving photos and recognising a fault with the jumper. I had an awful experience with customer services and feel like & other stories have robbed me. I used to love & other stories but unfortunately the quality of their clothes has really gone downhill and aren't made to last, but they are still expecting premium prices. This isn't a sustainable company as their clothes will end up in landfill after a few days/ weeks (months if you're lucky) and they don't care about their customers.”
“Would give zero stars if I could.
Shocking customer service, I’ve been sent on a merry go round trying to get a refund for a misdirected order placed before Christmas which they sent to a locker instead of home delivery. Never shopping with them again. Absolute joke of a company!”
“0/10 rating. And other stories has corrupted technology systems you can expect wrong sizes to be sent with you. I was sent a wrong size 3 times for the same item, following promises I would be sent the correct size. Time wasted spent arguing via email with customer service and shipping back returns, just to be made a fool again and again by being sent the wrong size! They offered me nothing to compensate for my horrific experience, and said claimed my situation has been resolved already. No refund has been made yet. They told me to order 2 different sizes in hope I get the right one lol!”
“Customer service doesn't exist. They have bots barely answering emails. It's been 5 business days and no one will respond to my request for a return label. Their phone number doesn't work and there is no recourse. They can process a sale quickly but returning is impossible. WILL NEVER PURCHASE FROM THIS COMPANY AGAIN”
“Avoid this company.
Ordered a hat. Stuffed into a small box. All creased and when I emailed best they offered was a small discount. Item returned and would never order from them again.”
“Paid express and not come as promised. Still waiting and if you email them just say busy will be in contact in a few days. Bought it in plenty time for present but way passed date due. Want £10 express delivery refunded.”
“I received a dirty coat covered in cat hair, and I got a necklace instead of earrings. When I returned the items, they were going to refund the money for only one item, even though I returned two. The necklace wasn’t included in the return receipt. After complaints, they refunded the full amount without any explanation or apology.”
“Due to their glitch on the website transaction/ order appeared not processed. It was a 404 page after clicking pay. This would make any person assume it didn’t go through. Also no one diste order confirmation email so even more reasons to assume it didn’t go through. It addition I used a card which didn’t have a transaction showing. Went ahead and made a sublimate order ( removing two items) and processed again and this time all was okay. In the morning I woke up to two emails on orders and also on two different bank accounts. Other stories and klarna save your bank details and by the looks of things if one card doesn’t go through they somehow decide to attend to other cards of your previously used. Surely this is against the law as it has not been authorised for you to do. Due to their own glitch now I’m with two orders. I contacted support imediately within 24hrs and on Facebook they told me I can sod off they won’t be doing anything but sending to me both. On emails they are ignoring me with zero response. Other stories in Europe are scamming people but in Uk they are actually ok. It’s disgusting behaviour and you just lost a customer not that you care.”
“ZERO customer services. They won't exchange the purchase for a different size even when we are willing to pay for the shipping and buy two more of the same item in different colors.
Don't buy anything there”
“Avoid this company, you will loose your money
Two orders paid for items constantly available on the OS website. Money kept for weeks, no contact, no explanation, and eventually orders cancelled with the explanation that items are NOT available in their warehouse - however miraculously still available for orders on the OS website. Good idea for money collection, no? Customer service repeats slogans about how much they care and wish you a lovely day! I lost 80 euro on money refunds due to the differences on rate exchange. The solution they offered: order again. Unbelievable fraud! AVOID!”
“Read the reviews terrible customer service. I got shipped the wrong size ring. PLEASE do your holiday shopping somewhere else. So many one star reviews do not lie”
“Ordered a pair of shorts. Shipping took forever. They came with a stain. Ordered a replacement pair (bc they don't do exchanges). Came with broken threads sticking out and a messed up pleat in the front. Asked customer service how I can leave a product review. They told me reviews aren't open to the general public and that they don't want reviews being left by people who didn't like the product. Then they disconnected me. So all of their product reviews are fake! The literal point of a review is to allow customers to leave honest feedback for other potential customers. Really untrustworthy, bad experience with this company from start to finish.”
“I purchased a dress and two necklaces. The dress arrived with the slip damaged and the necklaces were terrible quality. Weels later, I only got a refund for the dress!!!! The necklaces still had the big tags on and we're clearly unworn. So unimpressed. I've emailed but can't understand how they failed to find the jewellery in the bag when it was clearly marked on the return docket.”
“Items arrived. I usually wear a US small 6 in most items of clothing. The size US S Breton top was very large. The size US 6 Belted Silk Midi Skirt, which I love in the photo, was very small. Unfortunately, the final sale on the skirt is not returnable. Sending the top back. Won't order again because it appears that the sizes are inconsistent.”
“I did 2 orders. The clothes were nicely packed and delivery was in time. But sizes were huge - S was really like M or even L. The quality is far from photos on the web. When I sent both orders back, I got 50 dollars less than I paid. On my question, the support team even couldn't find my return forms which I included in parcels as required. Never again.”
“1. Customer service agents who either don't read emails properly or do...its very hit and miss. Good luck with who you get. One said the turn over of staff is high and this says to me the issue doesn't sit with the agents, its the employer. I work in e-commerce and know how it works. Agents are not being quality checked or trained properly. It feels like the wild west.
2. They don't care about mess ups. I got an already worn (stunk of perfume and was pre washed and shrunk knitwear by some other customer). It wasn't handled well.
3. I have for the last 18 months spent more time with customer service hassle than actually choosing clothes.
overall, its not the agents. its the sloppy, lazy narcissism of the brand”
