“I phoned 11 days past the 30 day return policy window and explained that I wanted to exchange my item for a larger size. The customer rep refused and said I would just have to purchase the larger size and keep the one I already had. Terrible attitude and horrible inflexible policy.”
“Love the Sandro outlet store.
The SA WAZHAM is always incredibly welcoming and has the best customer service. She always suggests things that look good on me”
“Absolute disgrace! The worst customer service I have ever experienced! Bought a jacket back in January - it was never delivered. After multiple emails and phone calls, the customer service has done absolutely nothing and hasn't issued my refund after 4 months!!!! Stay away from this business!!!”
“DO NOT ORDER ONLINE HERE. ESPECIALLY DO NOT ORDER THE FINAL SALE. I found this company and its upper management have their interest before the customers. They only care about their profits and policies. I had an issue with an item labeled final size that I ordered online since the item from a season ago were no longer available in-store and were all returned to their NJ warehouse. When trying to resolve this issue, the item ran a size bigger than expected (Nothing was noted about that online at the time of the purchase), as I have other shirts from this company in the same size I initially ordered. I ended up with 'Nothing we can do" from their customer service agent, which is a lie as they could help to assist me with this issue and chose not to. Never in my experience of being in retail and a customer has I received such poor customer service and been unappreciated as a customer from a retailer. This experience could have been better, and unbelievable how slow the customer service is in responding to online and phone inquiries. I had to leave voice messages multiple times without a callback. My request came after being fully aware of the return/exchange policy, other than the policy of exchanges happening in the store ONLY. It was my unfortunate assumption that I thought they would try to help me with my issue, which they were unwilling to do again. All of this was after I offered to cover the shipping cost to make this exchange happen for the same shirt in a smaller size that they said they would not help me do (This is after calling and emailing them multiple times). Oh, and the last response customer service gave me about the size issues was that they told me the material of the items could affect the size of the shirt, which I can understand, but why did you not note that on the website?! I DO NOT RECOMMEND PURCHASING ONLINE NOR PURCHASING ANYTHING LABELED FINAL SALE. Their website will not give you information on the fit, and you will risk ordering a final size online. DO NOT. This is unfortunate because they purchase great products (they need to include more information about them on their website). They must uphold their customer service and policy to a different level, much lower than their products.”
“The customer service is a joke and doesn’t even worth one star here. The jacket never delivered to me. They didn’t properly contact Fedex. I called Sandro many times and the answer was always they will follow up or send note to their manager. Then no response until I call in next time and they just say the same thing to me again. They also never reply to my emails.
WORST shopping experience ever!!!”
“The white shirt ($450) was delivered with dirt on the cuffs and blue pen marks all over. Customer service refused to refund any portion of the amount paid. Terrible experience, terrible quality - I will never shop here again.”
“Excellent service. Goods arrived within 5 days. Lovely quality exactly as described. Fitted perfectly. I was a bit wary ordering due to some reviews but i wouldn't hesitate to recommend or buy from again.”
“They don't refund your money. I ordered an item on 07/12/22 and requested a refund when it didn't arrive a month later.
I called customer service and they said that they couldn't provide a date for the refund to be returned.
AWFUL CUSTOMER SERVICE”
“Their customer service is an absolute joke. I order items from reputable clothing brands and online retailers often (more than I should), and this has got to be the worst customer service I have ever experienced.
First, my item never arrived even though it showed 'delivered'. I reached out via email in October to let them know I never received it, and never heard back. I then followed up with a phone call and was told they were looking into it with FedEx and would follow-up. Never heard back. I followed up again in December and spoke to someone that said their was an open case with FedEx and if they didn't hear back from FedEx they would refund me and reach out within 24 hours. Never heard back. Called again in January (for anyone counting it's now been 4 months!), and they put me on hold for 20 minutes only to come back on and say they were contacting FedEx again and would be in touch within 48 hours...I think we can all guess what will happen next...no response. DO BETTER.”
“Wish I could let every single person know about NEVER PLACING AN ORDER WITH THIS COMPANY. Apparently they are having problems with the logistic department because they did not pay duties and taxes on time the order could not be delivered so went back to them. Every time I need to call you wait minimum 20 to 30 minutes before getting a hold of someone, when I send emails NO ONE ANSWERS. They literally have the WORST customer service ever. Even that there is a recorded conversation over the phone were I was told I was going to receive my full refund of $4,845.47 they only refunded me $900 and they say they refunded for the items they got back. Is not my fault where the f*** the boxes are, is an issue between them and UPS but so far the one paying for their mistake is me. PLEASE DO NOT ORDER FROM THIS COMPANY EVER.
I am disputing the charge with my credit card but please save yourself headaches.”
“Ik heb ten eerste nooit een retourbevestiging gehad dus moest zelf hier achteraan, weken na het terug sturen van een artikel. Na zelf dus contact opgenomen te hebben met de klantenservice zeiden ze erg laconiek dat er gewoon een terugbetaling is gedaan van het volledige bedrag van €31,50. Er bleek inderdaad op mijn creditcard iets teruggestort, echter maar €24,50 en dus niet het gehele bedrag. Toen kwam de Sandro klanten"service" ineens met het verhaal dat er twee terugbetalingen op dezelfde dag waren gedaan, één van €24,50 en één van €7,-. Wel nog steeds €31,50 dus, verzekerde ze mij. Dat is echter echt niet het geval, ik heb slechts €24,50 ontvangen (al weken geleden) en ook mijn bank bevestigd dit. Dat heb ik teruggekoppeld naar Sandro maar zij geven niet toe. Zij zeggen dat ze alles goed hebben gedaan en dat ze niks meer voor me kunnen betekenen. Maar dan op een niet erg vriendelijke manier, laten we maar zeggen. Onbeschoft hoe zij met klanten omgaan. Het gaat hier niet om het geld, maar om het principe. Bizar slechte communicatie (nooit een retour bevestiging sturen, informatie verdraaien, star hetzelfde verhaal blijven volhouden, geen oplossingsvermogen). Zwaar teleurgesteld en ik overweeg juridische stappen.”
“Terrible customer service! I bought a jumper when on a 40% promotion. It arrived with the security tag still on it. I was offered a refund and 10% off a replacement so it would cost me £95 more when it was totally their fault. #Awful company #bad customer service #dont buy from them”
“They trick customers. It happened to me two times. First time, When they have 40% off sale, I purchased a leather pants. Then I received an email told me the order is canceled. I called and asked reason, they said they don’t have this item in stock anymore. But after couple days, I purchased the same pants and same size with higher price, they shipped it to me. This time the same thing happened. I bought blazer during 30% sale, the item is canceled. I called and I was told the same reason, the item is out of stock. But it’s still in stock!!! They are selling it with a full price. I asked them if I bought it with full price and received it, can I get match price(30% off) . The lady said they only can give me 25% off coupon, it means they have it but want me to buy it with higher price. They trick their customers!!! Sorry, I will return everything in that order and never buy from them again .”
“After 5 weeks of waiting for the refund, I can say that they are scammers! They never send my order, the answer was, it was a ghost order, you have to wait, it takes long, calling every week, writing emails, nothing, for me is just a waste of time! Sandro Paris, Never Again, not only online, but in the stores aswell. I don’t want to wear or promote clothes from a scamming company!”
“Everyone, please file a chargeback dispute on your Sandro order with your credit card/bank! It's super easy and quick to do on your bank site (just provide with your return tracking no if you have it), and you'll get your refund within a day. As a bonus, Sandro will be charged a hefty chargeback fee with the bank.
I had the same experience with everyone here about not getting refunded for my December 2021 return. After four months of frustration and trying to deal with their atrocious customer service (got hung up several times when I tried to call, website messages went unanswered), I finally filed a chargeback dispute via AMEX and got refunded within the same day. It was a super easy process. I highly recommend filing a chargeback on the Sandro order, which you can do easily do through your bank/CC online portal. Hope everyone who had a difficult time with Sandro utilize the consumer protection benefit from your bank, which almost all the financial institutions have.”
“Worst shopping experience! Sandro and Maje are the same company. They have no one at 800 customer service number to answer calls at regular hours. Good luck calling them. You will listen to music for hours before transferred to a voice mail. Then good luck leaving a voice mail that no one will ever get back. I shopped on their sites few times. Every time either I received wrong unwanted item or used clothes that have been worn with perfume and stains on them! They are like the biggest online scam! Refund amount is less and incorrect. No customer reply to online form or inquiry. Good luck keep trying. It's the most exhausting online shopping ever! Better avoid by all means. Because you will end up paying for junks and waste large amount of money, time and energy. Terrible cold customer attitude as well. It's just unbelievable this hell company has not disappeared yet!”
“I tried to call the customer service see if I can exchange an online purchase, 2 times the same lady hang up on me.
The worst customer service ever. For the money that you pay, this company customer service is worst than Walmart.”
“They're a scam company, you shouldn't buy from them If you don't want to waste your money. I got huge delays, no respond from customer service and eventually they have canceled my order after a month but no refund. This company's customer service is not working, probably they're coming to the office then falling asleep. Absolutely crazy company.”
