& Other Stories Reviews 1,065

Absolutely terrible, ordered 2 dresses 10 days ago, called customer service (not based in the UK) to ask for delivery update, told that they don’t deal with the “courier” that I have to call them, asked for refund and was told that I would have to wait 30 days before refund. I will NEVER buy from them again.
My advice… DONT BUY FROM THEM

Date of experience: June 27, 2025

Order a bag ,received a cheap different bag!!! Seems a fraud this shop!!!

Date of experience: July 05, 2025

If I could give zero stars I would. This company does not care about their customers.

Date of experience: July 03, 2025

I ordered a skirt for my holiday, it came really late so I had left already.
I returned it a week ago and had heard nothing so I called as I was worried, they told me it had been received and I’d get the refund in another 8 days so over 2 weeks.
All in all terrible service.

Date of experience: July 02, 2025

I have now tried to order the same product 3 times to my home address and each time my delivery address has defaulted to a collection point.
The company/ inpost failed to deliver to the collection point the first time and now I am waiting for a refund. I had to cancel my next two replacement orders as the delivery address again defaulted to the same collection point which clearly doesn’t work . Having called
Customer services twice they were unable to change the address back to my home address and could only cancel my orders

Date of experience: June 13, 2025

This was the worst shopping experience I have ever had. They refused to match a price difference and then insisted I return the entire order—completely ignoring my request. They clearly do not care about the environment or respecting customers’ time. Their customer service is utterly useless; I’ve never received any helpful assistance from them. Delivery times are long and completely inconsistent. This will be the last time I order from this shop. Do not recommend at all.

Date of experience: June 21, 2025

I bought an item in the London store when I was visiting for a weekend and paid using Apple Pay. I changed my mind on the item and tried to return it to the Bristol store (an hour drive each way) and realised I had forgotten my phone but had the bank card on me which is for the same account linked to my Apple Pay, as well as the receipt. However they refused to refund to the card so I’m now nearly £90 down and a wasted 2 hour round trip.
Tried to contact customer service online chat to see if there was anything they could do such as let me post the items for a return and they said they are on different systems to the stores so just try a different store to see if they have a different return policy?!!
Asked for an email address to register a formal complaint and they gave me an email address but said it’s the same department as them so they won’t do anything.
Never had such bad customer service and refusing to give me my money back when it was going to the same bank account and I had the receipt just seems like an excuse for not wanting to refund.
Never had this problem in other shops.
Will never buy from them again.

Date of experience: June 19, 2025

I ordered a bikini top and a bikini bottom. I received two bottoms. The solution: Return the items and we will give you a refund. Meaning: No solution OR compensation for THEIR mistake. They've offered as a kind gesture to cover the delivery cost (£4). I won't be shopping again from them. I knew I shouldn't have bought from them, I hope I learn this time - Terrible quality, terrible customer service.

Date of experience: June 18, 2025

I was delivered an incorrect item and instead of sending the correct item immediately to resolve the problem. Instead I have to return the incorrect item to get a refund and repurchase it again. Customer service is unhelpful and the processes in place are terrible

Date of experience: June 18, 2025

I’m amazed to find these reviews as I had always thought this was a high end company. But I came on here to report that I have had a bad experience too. Firstly, I tried to buy a half price blazer but was being charged full price at check out. Two different advisors on the chat told me I need to buy at full price then tell them the order number for a refund of the difference. I did that but the next advisor I got said no you can’t do it!!
The second thing is I made an order on the 6th, delivery date 10th/11th. Called today (12th) they said the courier has been busy so it’s another 7 days to wait. Doesn’t seem plausible to me. They are quick enough to take your money though. Will think again before ordering anything else.

Date of experience: June 12, 2025

I ordered an item and contacted customer service if I could change the delivery address (before it had been shipped). The customer service was good and they explained this could not be done (fair enough). The item did not arrive when it was supposed to and i received an email from Evri that the parcel was being shipped to my home address even though I selected Inpost click and collect. I can no longer collect my package. You guys need to at least alert customers of changes like this.

Date of experience: June 06, 2025

Ordered online as quick checkout and Got no confirmation email from them and upon chatting with customer service they said they couldn’t find my order and after more detail they said the bank has the money on hold when it clearly wasn’t as it was already deducted from my account the day I ordered it. Gave me no advice on what I could do so I had to open a transaction dispute with my bank to get my money back which will probably take time. Sham of a company.

Date of experience: June 02, 2025

Terrible In-store service at the Regent Street branch in London. Had my dress stuffed into a tiny bag by the assistant at the till - no offer of a larger bag until I queried it. Felt as if I was being tolerated rather than welcomed as a paying customer. Real shame as everyone else had been pleasant and professional.

Date of experience: June 02, 2025

It's been 12 days since the order was placed. The delivery is stuck at the transport company. I have already contacted support several times, but the answer is the same - wait 14 days after ordering and then write to us again and we will consider a refund. I asked for re-delivery with the discount that is now on the website, but was told this was not possible. Very dissatisfied with the level of service. I do not recommend it at all

Date of experience: May 26, 2025

Wish I’d read these reviews before ordering! No delivery after eight days. Tracking showing nothing. Rang ‘Customer Services’ to chase. Had to ask caller to sort his dog out as I couldn’t hear him through the barking. So much for a ‘premium’ brand.

Date of experience: May 23, 2025

oh what a slow delivery, slow return and poor quality. Nothing good in this shop

Date of experience: May 20, 2025

Tried to return an online purchase in the 5th Avenue NYC Store. The manager refused to accept the return claiming she couldn't sell it. I only had the necklace for a week. I put it back on the card after trying it on. I bought 2, inadvertently, and even kept one! The manager refused to take it back. Poor manager. She can't make executive decisions. A drone of fast fashion.

Date of experience: May 05, 2025

Do not trust this company. Ordered from them. Took weeks to arrive. Had to return one item and they did not refund me. Don't answer anymore. Absolute frauds.

Date of experience: May 01, 2025

Ordered £319 of goods on 22 April. After waiting a week for delivery, the tracking was updated saying the parcel is being returned to their warehouse.

I contact customer service and they tell me to wait 14 days for the parcel to reach their warehouse and a refund to be processed.

What sort of company thinks it’s reasonable to hold a customer’s money on an order where they’ve breached the contract since they won’t be fulfilling the order?! I’ve pushed back 4 times and they keep spewing the same response expecting me to wait 2 weeks.

The fact that it’s not arrived at their warehouse yet is irrelevant to their contract with me and their obligation to provide a refund, yet they’re using it as an excuse not to do so. I’ve now opened a PayPal case against them.

Date of experience: April 22, 2025

Hopeless customer care, you cannot contact them and will never order from them again. I was given a return label and the print was so small and badly printed. I wanted to confirm the UK return address in Bedford. The chat box told me where to drop off but could not give me one simple answer. After 20 minutes of stupidity, she said the address was in Tilburg.... If you want to go mad shop with this store on line and try and return. Phone number contacts are unobtainable and customer services refers you to store location. Frustrated, just a little.

Date of experience: April 22, 2025