I found a YouTube video that reviewed a smoking jacket from Baturina Homewear and was instantly fascinated. I love such things and almost immediately went to their website. I chose the option to desig... See more
Company replied
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See what reviewers are saying
Very impressed with the tailoring and quality of a Robe ordered for my partners birthday gift. It fits perfectly; he is very happy with the product. We carefully checked the measurements vs detail... See more
Hands down great experience! It was a fun and exciting process all the way. They were very helpful and answered all my questions. And I could not be happier with my brand-new custom-made men's dressin... See more
Quality dressing gown, apart from the split lining from shoulder to cuff in one of the sleeves (where's the quality control... don't you inspect the garments before you ship?) - that and the hefty... See more
Company replied
Company details
Written by the company
Luxury robes and pajamas, handmade in Hamburg, Germany.
Contact info
Theodorstraße 42-90, 22761, Hamburg, Germany
- 04021901400
- hello@baturina-homewear.com
- baturina-homewear.com
4.4
Excellent
125 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I love your collection
I love your collection. There really is no other that compares. I liked that it was quick and on time. The quality of the robe and packaging are perfect. More than. Exceeded my expectations.
June 24, 2024
Reply from Baturina Homewear
Dear Erika,
Thank you so much for your kind words! We're delighted to hear that you love our collection and that your order was quick and on time. It's wonderful to know that the quality of the robe and the packaging exceeded your expectations.
Your satisfaction is our top priority, and your feedback truly encourages us to continue delivering the best. We look forward to serving you again in the future.
Reply from Baturina Homewear
Dear Jesse,
Thank you so much for taking the time to review your order, it truly means a lot to us! We are delighted to hear your experience at Baturina was a positive one and look forward to serving you again in the future.
everything was perfect from the fit to…
everything was perfect from the fit to the fabric
June 6, 2024
Excellent Robe & Fast - Baturina's return?
I have been interested in getting a robe from Baturina for a few months but have been hesitant due to some of the reviews regarding shipping delays.
When I saw they were changing their business model to ready-to-ship items only, and having a liquidation sale of their old stock, I decided to roll the dice. I ordered a robe 06/18/24, and it arrived in the USA 06/21/24. The quality is excellent and I feel like I got away with murder getting such a nice robe at this price.
For the people who ordered a custom robe and ended up waiting months, it does seem like Baturina has been a victim of their own success with regards to being overcapacity, and could have handled the communication regarding delays better, but from my experience they are the real deal. As they transition to their new business model of ready-to-ship it seems like the experience should become better.
June 21, 2024
Unprompted review
Reply from Baturina Homewear
Thank you so much for sharing your experience with us. We truly appreciate your feedback and are delighted to hear that you received your robe promptly and that you’re satisfied with the quality. It’s wonderful to know that you found value in our sample sale.
We understand your hesitation based on previous reviews about shipping delays, and we apologize for any inconvenience caused to those who experienced delays in the past. As we transition to our new business model of ready-to-ship items, we aim to provide a smoother and more efficient experience for all our customers.
Your feedback is invaluable to us as we continue to improve our services. If there’s anything else we can assist you with or if you have further questions, please don’t hesitate to reach out.
Thank you once again for choosing Baturina. We look forward to serving you again in the future.
"German quality"?
Good news first: on my request, the purchase has eventually been refunded. The story: order placed mid-December 2023, mail requesting update sent by the end of February, at which point the company customarily answered that my order would have been delivered within a week (which was not the case). I send other emails in March and April, no reply whatsoever comes back. ‘Give the poor folks time', I thought rather magnanimously, 'as they are certainly overwhelmed by lots and lots and lots of orders of their high-quality-products'. Nothing. By the beginning of June, 6 months after the purchase (and the payment), I request full refund, which is granted rapidly (the only good thing in the whole experience). No verbose apology this time; actually, no apology at all.
The company had not even started tailoring my item after 6 whole months, so I have to assume it wasn't on a waiting list or queue. This, together with the complete lack of communication, does not argue in favour of a company that relies so heavily on the e-commerce and internet advertising. Their lack of professionalism is rather appalling.
Of course, you could be one of the lucky few actually getting their order. Good luck finding out.
June 10, 2024
Unprompted review
Reply from Baturina Homewear
Dear MG,
Thank you for your message and for sharing your experience. We sincerely apologize for the frustration and inconvenience you’ve encountered with your order.
We recognize that our communication fell short of your expectations and that the delay in processing your order was unacceptable. Due to an overwhelming number of orders, our production schedule has been significantly impacted. However, this is no excuse for the lack of updates and the delay you experienced.
We are committed to improving our processes to ensure such issues do not occur in the future. Your feedback is invaluable in helping us enhance our service and communication.
Thank you for your patience and understanding. We truly appreciate your support and hope to have the opportunity to restore your faith in our company.
Best regards,
Baturina Homewear
I will join the que of long waiting…
I will join the que of long waiting (read angry) customers and total silence, no response at all to my inquiries. What can be done?
Order #53042
May 16, 2024
Unprompted review
I have ordered a smoking jacket/robe…
I have ordered a smoking jacket/robe from them in the beginning of December and supposedly it should have arrived between 29th of January 8th of February. I have messaged them beginning of March about my ordered and they have replied: our sincere apologies.... blablabla, the usual message probably everyone gets if there is a problem. They said they will keep me updated.... So I messaged them after two weeks asking about the update, no response, then wrote another message in April again and still no response or delivery. I do not think that this company is a scam, however, they cannot manage the orders for sure. The customer service is a joke as one can read the other reviews. I really hope my issue will be solved soon because their robes are not cheap. Lastly, I have made an account and it says I have not ordered anything so their system if also faulty.
March 3, 2024
Unprompted review
Reply from Baturina Homewear
We sincerely apologize for the experience you've had with our customer service and the delay in receiving your smoking jacket. We understand how frustrating it is to not get timely responses, especially when you've reached out multiple times for an update.
We recognize that our recent surge in orders has led to significant delays in production and communication. This isn't the level of service we aim to provide, and we're truly sorry for the inconvenience it has caused.
Regarding your account not showing any order history, this might be due to the fact that you placed your order as a guest and the newly created account has no order history attached to it. To make the order show up in your account, you must be logged in while making a purchase.
Again, we apologize for the frustration this has caused. Thank you for your patience, and we are committed to resolving your issue and ensuring that you receive your order. If you have any further concerns, please do not hesitate to contact us.
5 months later, still no robe
This is by far the worst company I have ever dealt with. I ordered a robe back in November 2023 and it still has not arrived.
I have been emailing customer service back and forth since my delivery date back in January. Each time they give me a new made up dispatch date, and each time it passes. I don't think they ever intended to send my order, they will keep telling me fake dispatch dates for the rest of our lives. A waste of time and money.
April 5, 2024
Unprompted review
Reply from Baturina Homewear
We're truly sorry for the frustration you've faced. Ensuring accurate delivery times is our priority, and we're working hard to meet our commitments. As a genuine business, we aim to deliver the high-quality product you deserve. Your satisfaction is important to us, and we appreciate your patience and understanding. Rest assured, we're committed to resolving this issue promptly. We'll reach out to you via email to discuss further and address your concerns.
Never received
Order is way past delivery date they gave and they haven't answered my emails. I have tried to contact them and ask where the order is because as far as I know it wasn't even sent and no tracking number was ever provided. Order number 52949. If I ever receive the order (it was over 300 € in total) I will update this review accordingly. Order was placed January 15th... (EDIT) Got a reply back finally. They gave me a new delivery estimate. I will wait and see if the new estimate is accurate and update this review. Would have been nice to have been notified about the delay in the first place... (EDIT) It is now May 5th and I still haven't received anything. I sent an email to them yesterday requesting a refund.
April 4, 2024
Unprompted review
Reply from Baturina Homewear
Hello there,
Thank you for reaching out to us!
We're truly sorry for the delay in getting back to you about your order. After looking into it, we faced some challenges in identifying your order since it was placed under a different name and email. However, we've noticed your persistence in seeking updates, which shows your genuine interest, and we're committed to helping you out as soon as possible.
We understand how frustrating it can be to not receive timely updates on your orders, and we sincerely apologize for any inconvenience this may have caused you. Our small team works diligently to handcraft each order with care and precision, aiming to ensure that all handmade robes are produced and shipped promptly.
Regarding your order, we regret to inform you that it has been delayed due to an unexpected surge in demand for our handmade robes, exceeding our usual production capacity. However, please be assured that our dedicated team is working tirelessly to streamline our processes and expedite the completion of your order.
We now anticipate your order to be ready for shipment by April 22, with an expected arrival between April 24 and 26. If this revised timeline doesn't work for you, we completely understand. Should you prefer to cancel your order, please let us know, and we'll promptly process your refund.
Once again, we apologize for any inconvenience caused by this delay and appreciate your patience and understanding. If you have any further questions or concerns, feel free to reach out to us at any time.
Love my item but
I received my item late. I do love it but due to a total lack of customer service I was very unhappy with the experience. If I ever got one actual response not a template or had someone pick up one phone call to tell me anything I’d be much happier.
March 27, 2024
Order never shipped, no updates
As with many other people, I have not received my order thus far. It's been 4 months in waiting. They keep answering with the same template, with changed delivery dates. I hope to get my housecoat soon, and they are as good as they look on the pictures.
March 27, 2024
Reply from Baturina Homewear
We understand your frustration with the delay in receiving your order. We want to assure you that your order has been shipped and is currently in transit. A tracking number has been sent to you via email for your reference. We appreciate your patience and understanding during this time.
I ordered a robe on Dec, still no word
I ordered a robe on Dec. 2, 2023 for a Christmas present. It has not arrived. In response to an e-mail, I was told they would immediately look into the problem and get back to me. Three weeks later, I have heard nothing. I have now requested a refund. Wish me luck.
December 2, 2023
Unprompted review
Reply from Baturina Homewear
Hi, we apologize for the experience you had with us. We strive to provide the best service and products and regret that we fell short on this part. We sent you an email update on your order some time ago, please check your inbox.
Beautifully made gown with long delivery time
Beautifully made gown but the waiting time for delivery is long. The gown arrived during the shipping deadline but sometimes the replies of customer support were generic and copy/paste. Nevertheless, it is worth the wait and money but I would suggest to order very well in advance.
February 2, 2024
Unprompted review
Reply from Baturina Homewear
Dear Julia Miller,
Thank you for sharing your feedback with us.
We're delighted to hear that your gown arrived within the estimated delivery time, and we're pleased that you find it beautifully made. However, we understand your frustration with the overall delivery time, despite meeting the shipping deadline.
We sincerely apologize for any inconvenience caused by the longer-than-expected delivery process. Your satisfaction is our priority, and we're committed to improving our processes to ensure a smoother experience for our customers in the future.
If there's anything further we can do to assist you or if you have any concerns, please don't hesitate to reach out. Your feedback is invaluable to us, and we appreciate the opportunity to address your concerns.
Baturina Homewear Team
Beautiful jacket, LONG wait
The jacket is absolutely gorgeous and looks as beautiful as it does online. The quality is exceptional and my husband loves it.
Additionally, the online chat person was very helpful with ordering-basically saying I didn’t need a custom order and just needed to choose a standard size and request a different sleeve length.
I’m going with 4 stars because of the significantly delayed delivery and less than optimal communication. I ordered on Nov 14 and was given Dec 28 as a delivery date. The delivery day came and went, so I emailed and was given a second date of Jan 6-8. After that date passed, I emailed and sent a message via live chat but didn’t receive a response. I finally tried calling and got a recording saying the number wasn’t in service. At this point, I was very concerned that the company was a scam. The morning after writing a 1-star review on trustpilot, my order shipped.
I realize that delays happen, but as others here have suggested, an update from the company explaining a 3-4 week delay would be appreciated. The site does say that they work on a queue system, but that’s not very informative as to where an order is in that queue and how long it will be delayed.
Overall, I would definitely order from this company again, but suggest a September/early October order date for anyone hoping to give a jacket/robe for Christmas.
January 6, 2024
Unprompted review
Wow Total Crap
Wow. Just got hung up on 3 times when I got them on the phone. Ordered $300 robe November 7th, nothing ever came and no response. Now have to dispute the charge, plus didn't have it for the Xmas gift it was intended to be. Completely bogus company run don't walk.
January 4, 2024
Reply from Baturina Homewear
Dear Jennifer,
We sincerely apologize for the challenges you've faced, and we deeply regret any frustration caused by the delay in your order and the communication issues.
First and foremost, we want to extend our genuine apologies for the delay in fulfilling your order. We understand the disappointment of not having the robe in time for the intended Christmas gift, and we take full responsibility for any inconvenience this may have caused.
Regarding the reported hang-ups during phone calls, we want to assure you that this does not align with our commitment to excellent customer service. We take your feedback seriously and will investigate this matter thoroughly. Our goal is to provide clear communication and assistance, and we apologize for any frustration caused.
To make amends for the inconvenience you've experienced, we'd like to offer you a special discount on your next purchase with us. We value your feedback, and we are committed to addressing these issues to improve our services.
Please reach out to us directly at hello@baturina-homewear.com, so we can further discuss your specific situation and ensure a better experience moving forward.
Once again, we appreciate your honest review and thank you for bringing these issues to our attention.
Warm regards,
Natalia
Customer Service
Baturina Homewear
beautiful product and custom servece
December 5, 2023
Unprompted review
Very pleased
Very pleased! I bought the red velvet dressing gown, made to to my measurement requirements, and it's a beautiful garment. Great quality and I highly recommend them.
September 27, 2023
Unprompted review
Love it!
I did receive my dressing gown yesterday. Delivery was as promised and It was made exactly to my specifications. Furthermore, it's beautiful! I have a rare feeling of getting more than I paid for. The photographs on their website does not pay Justice to the beautiful fabric and the colours. I highly recommend Baturina.
August 18, 2023
Unprompted review
Quality but...
Quality dressing gown, apart from the split lining from shoulder to cuff in one of the sleeves (where's the quality control... don't you inspect the garments before you ship?) - that and the hefty import tax makes doing business with Baturina Homewear a little less pleasurable.
Warning for UK customers: £80 import tax on a £347 dressing gown. I'm certainly not going to buy anything from Germany again.
October 20, 2022
Unprompted review
Reply from Baturina Homewear
Good day,
thank you for your review and providing additional information so we can verify your purchase.
If there are any problems with the delivered goods please reach out to our customer service at hello@baturina-homewear.com, we are happy to help.
On our website, we do our best to inform shoppers about taxes, for example this is highlighted by ‘excl. VAT‘ next to the price.
Kind regards
Baturina Homewear Team
Excellent service from Baturina…
Excellent service from Baturina Homewear! I have had my pyjamas for about three months now, and they are so comfy. I will definitely be back again.
February 23, 2022
Unprompted review
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