Horrible service! I ordered online and opt for the pickup in store option which stated you can pickup the following day. I ordered online Thursday and went there to pick up Friday afternoon around... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I love Ganni, the clothes, shoes or bags have been all good but this time a big disappointment. Many threads came off from the dress, they are around the neckline you can see them when you put it on.... See more
Company replied
I bought an item as a Christmas present and it didn’t suit (order no. 01901125). So I have tried to return the item (return no. #1000123458248) I tried to return the item but after paying t... See more
Company replied
I ordered a bag from GANNI over a month ago (Order #01908868) and still haven’t received it. The delivery company has confirmed they don’t know where the parcel is, and it appears to be lost. Wha... See more
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Company details
Written by the company
At GANNI we see behaving responsibly as our moral obligation. As a certified B Corp, GANNI focuses on making more responsible choices every day to do better for our planet and community. Responsibility is at the heart of everything we do and we encourage all to take part in our journey towards becoming a more inclusive, equal and responsible business. Evolving from a distinctive Scandinavian fashion brand, GANNI is more than a way of dressing - we are a creative collective and diverse community of first movers, committed to environmental responsibility and progressive social activism, setting the tone for the next generation to follow.
Contact info
Bremerholm 4, 1069 , København K, Denmark
- +45 33 32 44 57
- customerservice@ganni.com
- ganni.com
2.2
Poor
490 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 62% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
"I have bought several items from Ganni…
"I have bought several items from Ganni and wanted to return 2 of them. This was not possible in the store, as the item was a "Postmodern." Despite my receipt stating that returns in-store are possible, Ganni doesn't seem to care. Customer service informed me that under the "return" section (with very little writing) it states that Postmodern items must be returned online. The receipt indicates that returns can be made in-store, but Ganni insists on its policy.Terrible customer service!"
March 27, 2024
Unprompted review
Reply from GANNI
Hi Pernille
Thanks for sharing your experience.
As pr. our conversation with you via phone, we kindly tried to explain that we indeed had a mistake in our order confirmations, not highlighting that Postmodern items can't be returned in-store. Postmodern orders can only be posted back to our warehouse, who stocks these older collections and styles that are part of the Postmodern offer - and our stores cannot accept these returns, due to them only carrying current collections and styles. 👗
This return policy regarding Postmodern is not a new policy, and has always been part our Terms & Conditions, which we hope our customers understand. Indeed it's not optimal that the order confirmations didn't reflect this, and we do apologize for the misleading info.
Should you need any support on returning your items, feel free to get back to us, as we will gladly organize your return for you. 💛
Best,
Michelle
Clear and very kind
March 17, 2024
Unprompted review
Reply from GANNI
Hello there
Thank you for reviewing us!
It's nice to hear that you had a clear and very kind experience when being in contact with us. 😊 Feel free to circle back to us again in the future, if needed.
Have a good weekend ahead!
Best,
Michelle
Michelle had excellent with customer…
Michelle had excellent with customer service and was quick to respond!
March 11, 2024
Unprompted review
Reply from GANNI
Hi V
Thanks so much for sharing your kind review with us!
We're so happy that we were able to assist on your request - swiftly and easy 😍 You know where to find us if you need any kind of help again!
Enjoy your weekend ahead.
Kindly,
Michelle
Reply from GANNI
Hi Sarah
Thank you very much for sharing your review.
We're so pleased to hear that you had a nice experience when being in contact with our Customer Service team! Quick and helpful is what we strive to be! 🌟
We hope to assist you again some other time, and have a nice weekend ahead.
Kindly,
Michelle
Top service!
I love this brand and I have a lot of their clothes and shoes/boots. A buckle from my shoe broke and I called customer service. They helped me out immediately. Got my money back in a couple of days and a discount for new shoes, Top service!
February 15, 2024
Unprompted review
Reply from GANNI
Hi there Tessa
Thanks a lot for sharing your review!
First of all, we're so thrilled to hear that you love GANNI and all your pieces!
Second of all, we're glad to hear that you had a pleasant and quick experience being assisted on your claim case! It's always so disappointing to deal with such issue, so we really do strive to resolve such cases in the best possible way! 💕
We hope you're gonna love your new shoes and have a nice weekend ahead.
Best,
Michelle
I purchased a pair of pants on January…
I purchased a pair of pants on January 20, 2024, and they were delivered on January 25, 2024. Unfortunately, upon washing them this weekend before wearing, the pants tore after being taken out of the washing machine, despite following your recommended cold water washing instructions. The parcel had been returned to your warehouse, and I have encountered issues with obtaining a refund. The after-service experience has been poor, as no one responds to the provided phone number or email for follow-up inquiries.
February 12, 2024
Unprompted review
Reply from GANNI
Hi Man
Thanks for sharing your review.
I know that we have already been in contact via email and you have been fully refunded for the faulty pants earlier this week. 💚
We are still very sorry for the damage that happened to your pants after washing them. Surely that's disappointing, which is why we always do our best to assist on such cases!
Feel free to reach out again in the future and have a nice weekend.
Best,
Michelle
Jewel Moccasins jewel fell out!
GANNI reached out and is fixing the issue with the missing jewel. Much appreciated as I do love the shoes but could not wear them with a missing centre jewel.
Thanks Michelle for the solution!!
(Update February 9)
In August, I purchased the navy/cream jewel moccasins from a high end department store in Canada (Holt Renfrew).
I have only worn the shoes 5-6 times. On Jan 26 I wore the shoes at work, and discovered at the end of the day that the centre jewel for the right shoe fell out.
I contacted GANNI requesting a new jewel (Jan 27). They replied Feb 7, 2024. They suggest that I need to speak with the department store about my concern. Ganni notes "sadly we cannot assist or compensate you from our end since the purchase was not made directly via Ganni.com or any of our GANNI stores. The purchase is simply not in our system".
I did NOT request compensation
I did NOT request to return the shoes
I did NOT request new shoes
I asked for the centre jewel, which is smaller than a baby fingernail, to be mailed to me so I could fix the missing jewel. As these shoes are still made, this is an appropriate request. The exact jewels are still used in the current colours on the GANNI online store.
The department store will not have GANNI centre moccasin jewels available.
My request is reasonable and it would be very simple for GANNI to send me the required centre jewel. However, they appear to not to want to solve a simple problem. Customer service is extremely poor. Given the reviews on ordering directly from GANNI online, I chose a high end department store. It is not the fault of the department store that GANNI provided a defective product.
Please GANNI just send me the jewel.
January 26, 2024
Unprompted review
Reply from GANNI
Hi Kat
Thanks for sharing your review.
I have also just replied to your email regarding this as we will gladly send you a new set of jewel buttons to repair your loafers! That's a usual service that we offer, so we're so sorry that one of our agents misunderstood your original request! 💖
We are currently awaiting your reply so we can organize the shipment for you.
Kind regards,
Michelle
Ganni pink hat poor quality
I ordered a pink Ganni hat on the 12th December for my daughter’s birthday in January after wearing it twice the top stitching came away at the top. I contacted Farfetch whom we purchased the hat from and was told you had advised it was wear and tear and no repair or refund would be given. We could not believe this and more so the money used was from her late grandfather. We will never use you again and I would advise others also not to purchase. A company that claims to be a luxury brand but this item can only be worn twice an utter disgrace.
February 2, 2024
Unprompted review
Reply from GANNI
Hello Jane
Thanks for sharing your review.
We're sorry to hear that you had a declined complaint with one of our wholesale partners at Farfetch. That's surely sounds disappointing.
Kindly noting that we have just replied to your email, and we hope that you find our email satisfactory and supportive in our attempt to assist you. 💌
We hope to hear from you soon and wish you a nice weekend ahead.
Kindly,
Michelle
Positive Experience
I was hesitant about ordering directly from Ganni after reading the bad reviews here, but before ordering I contacted them to ask about delivery/tracking and returns. I also made them aware of the negative reviews and my concerns. I found their customer service to be very helpful. I went ahead and ordered a pair of boots last Friday. They were dispatched the same day, and I received them this Thursday, with updated tracking information from EVRI once the parcel had reached the UK. I am really happy with my purchase, the delivery timeframe, and the quality of the boots. I don't have any experience with their returns process, but to offer another perspective, I thought I should submit my review as a positive experience with the brand.
February 1, 2024
Unprompted review
Reply from GANNI
Hi there Milly
Thank you so much for sharing your kind words with us.
We're thrilled to hear that you had such a pleasant shopping experience, and that you were also helped in the way you wanted by our Customer Service team! 💖
We really do put a lot of effort in assisting all our customers in the best way possible, so we're glad that you had that exact experience, despite your concern of the reviews that are in here.
We hope to assist you some other time soon.
Best wishes,
Michelle
Still waiting for my refund
Ordered a jacket in December, had to send it back because it didn’t fit me.
The refund has been processed in January but still not visible on my bank account. Got in touch with the customer service but nobody answer me.
Very disappointed.
February 2, 2024
Unprompted review
Reply from GANNI
Hi Gaia
Thanks for sharing your review.
I've just replied to you via email, and kindly clarifying here as well. I could see that your refund was processed on Jan. 9th, but for some reason your refund with your chosen payment issuer failed. I've managed to manually push through your refund once again, and it looks like it succeeded this time. 👏
We're very sorry for the concern you must have had, but hope you feel reassured now! Feel free to let us know via email if you need any further assistance.
Kindly,
Michelle
Terrible customer service!
I ordered from GANNI in December. Unfortunately had to return a pair of boots as they were defective. The return was processed early to mid January and since then I’ve been waiting on my refund. I’ve emailed with little to no replies, have been asked to get in touch with my bank about the refund (????) with no support from the brand I bought from.
I am extremely disappointed but sadly it seems that many customers have this problem. I don’t know when I will get my money back but I will definitely never buy from GANNI directly again. What a nightmare!
January 30, 2024
Unprompted review
Reply from GANNI
Hello Lea
Thank you for sharing your review.
We're sorry to hear that your boots were faulty, and that you weren't satisfied with how fast we resolved your case. Currently we're facing a high traffic in customer inquiries, which sadly affects our Customer Service reply time. 💌
I can see that we offered a free return label and and you were fully refunded to the original payment method you used on the purchase. In any cases where you do not see that refund on your account after the confirmation, we kindly ask customers to check this with their banks/payment issuer, as they're usually able to confirm the refund on their end of as well.
We hope this was further clarifying and we're sorry for any concern. 💚
Best,
Michelle
Don't shop at Ganni
Terrible customer care service. I have contacted them several times and they either take forever to answer or don’t answer at all. Bought the CROPPED RIPSTOP JACKET for 195€ (original price 325€) and it was faulty (pockets sewed incorrectly. Wish I could add a picture).
Of course I’ve sent it back, but haven’t received any tracking email that the parcel is being shipped back to the warehouse, and it has already been over a week.
I also want my money back. I am bit worried, since it’s quite
a lot of money and the product had a defect, so it’s definitely not my fault. Ganni claims “confidence, community and responsibility” on their IG bio. Well, that’s not the vibe they give by not answering. Not answering is neither cool nor modern.
They charge a lot of money for their products, the least they could do is have a customer service that is up to the standards.
January 8, 2024
Unprompted review
Reply from GANNI
Hello Paula
Thank you for sharing your experience.
First of all, we're sorry to hear that you received a faulty item. Surely that's always unfortunate! Second of all we're sorry that you had to wait some time for our reply, as we're currently facing a high traffic, which causes our whole Customer Service team to be delayed in our reply time. 💌
I can see that in our first reply we offered a free return label, and with that given label, you can always track your return parcel. This was fully refunded as well. 📦
We hope to assist you again some other time.
Best,
Michelle
Be VERY careful about ordering from Ganni
Emailed. Called. Refund still outstanding for nearly four weeks. Having to charge back through credit card is very dull particularly since Ganni allegedly “take a holistic approach to being a responsible brand”. Is your first responsibility not to act with integrity towards your customers who are paying through the nose for your products? I spent nearly £5,000 on Ganni last year. I am no longer a customer.
January 26, 2024
Unprompted review
Reply from GANNI
Hi Julia
Thanks for sharing your review.
We're sorry to hear that one of your returned orders was refunded with a delayed proces, than what you experienced with one of your other return parcels. Surely it's not optimal and concerning to be waiting a long time for a refund, and we always seek to assist customers on cases like this.
I can also see that we have been in contact with you via email, where we confirmed to have refunded you fully 💌
Wishing you a nice day.
Best,
Michelle
need better online customer service
1. Their return portal doesn't work
2. Their online chat support doesn't work
3. They take forever to respond by email, sent out a few and received no reply
4. Customer service via phone takes forever, have been on hold for 30 minutes
nothing works!! All I need is a label for my return
January 23, 2024
Unprompted review
Reply from GANNI
Hi Melanie
Thanks for sharing your review.
We're sorry to hear that you had difficulties trying to reach us. Currently we're handling a lot of customer inquiries during the post-Holiday and sale season, so we're doing all we can to get back to every customer as fast as possible. 💌
We will of course also love to assist on creating the return for you, so if you haven't already gotten the help you need by now, then please share your order number here and we can get back to you on email. Or you can send us an WhatsApp, if that's easier for you.
We look forward to hear back from you.
Best,
Michelle
Good customer service
I returned an item just before Christmas and as of yesterday had yet to receive any confirmation that it had been received or any correspondence on my refund. I then got a bit worried after reading some of these reviews. I called customer service and spoke to Andrea to get an update. I was reassured that my return had been received and had an apology that the warehouse were being a bit slow. They said my refund would be processed by the end of the day, I received an email confirmation immediately and my refund appeared in my bank 1 day later. Although not ideal that I had to chase for a delayed refund, Andrea dealt with it immediately and perfectly - thank you!
January 17, 2024
Unprompted review
Reply from GANNI
Hi Rebecca
Thanks a lot for sharing your review with us.
We completely understand your worry in this scenario and that it hasn't been ideally from your point of view.
We are glad to hear that you managed to resolve the case with our Customer Service team to have your refund processed asap! 💙📦
Should you need any kind of similar help in the future, then please contact us again, as we always are ready to assist on cases like these.
Enjoy your weekend ahead!
Best,
Michelle
Refund still not processed
My return was received by Ganni before Christmas. I waited for the required amount of business days for my refund to be processed, which did not happen. I have emailed Ganni multiple times and used the form on their website to get in touch, but am yet to receive a response. Nearing a month from sending my return and still no refund is not acceptable, especially when it is quite a lot of money to be refunded.
January 11, 2024
Unprompted review
Reply from GANNI
Hi JB
Thanks for sharing your review.
We're sorry to hear that there has been a delay in processing your refund.
Furthermore we're sorry for our late reply on your inquiry regarding this. We're currently facing a lot of customer inquiries, and trying the best we can to assist everybody! 💌
If you haven't already gotten a reply from our Customer Service team, then please either follow-up with us - or share your online GANNI order number with us here - then we'll gladly take a look and resolve the case. 💛
We look forward to hear from you.
Best,
Michelle
Reply from GANNI
Hi Gözde
Thank you very much for sharing your kind review!
We love to hear that you received an excellent service beyond your expectations - that really is all we want to offer our customers. ✨
Feel free to reach out again if you need any help in the future.
Kindly,
Michelle
Not happy at all
Not happy at all!
First time ordering from Ganni and will be the last. Ordered on 14th December before the holiday cut off for delivery.
Parcel was shipped on 15th and the tracking company STILL has not received my parcel. So in 10 days there is absolutely no sign of my item??? This was supposed to be a Christmas present. Customer service take ages to reply and when they do they just say that the tracking will update when it arrives in the UK…yeah…but when is this likely to be?!
No clear information on the website, number provided doesn’t get an answer. Can someone please tell me where my order is???
December 26, 2023
Unprompted review
Reply from GANNI
Hi Holly
Thanks for sharing your review.
We're sorry to hear about your experience and I can see that we have been in contact via email regarding your lost parcel, which was also fully refunded. 💜
Should you have any further questions regarding your case, please feel free to reach out on the correspondence we have with you - then we'll gladly be at your disposal.
Have a nice rest of your day.
Best,
Michelle
Buying shoes at webshop
I ordered shoes, 237€ did not get a confirmation email so contacted them.
Ganni claims no order received but money disappeared from my account.
Despite the many messages I am no longer getting a response, this is theft.
I want my money back.
December 21, 2023
Unprompted review
Reply from GANNI
Hi Marlous
Thanks for sharing your review.
We're sorry to hear that you had a failed order attempt on our webshop. 😢
I can see that we have reassured you via email, that when an order is failing, the payment has only been reserved on your account and will automatically be released/failed shortly as well.
We simply cannot or are allowed to capture any amount prior to shipping out a parcel.
We're sorry for any concern, but hope at least this was clarifying.
Best,
Michelle
2.1 POOR score is not accurate…..Ganni…
UPDATE - 'GANNI' (alegedly) CAN'T FIND PARCEL - WON'T REASONABLY CONFIRM WEBSITE VALIDITY AND NO DATE OR PROMISE OF REFUND ! 2.1 POOR score is not accurate…..Ganni are far worse than that in my experience……no replies to e-mail…no sign of goods…..if you have money to literally throw away this Christmas then an order to Ganni is probably just what you need ! Brexit was the last excuse I got told !!!!!!…when I phoned them obviously, because they won’t keep me updated !
December 20, 2023
Unprompted review
Reply from GANNI
Hello again Chris
Thanks for sharing another review.
We're sorry to hear that you're not satisfied with your chosen delivery method with Evri.
I can see that we've clarified to you on email, that we usually see a delay in tracking updates on parcels going the the UK with Evri - the tracking won't begin to update until the parcel gets the first scan in UK ground (after passing customs clearance). 📦
After that, the tracking will show updates and the delivery will go fast from there. I can in fact see that your parcel was delivered on Dec. 21st. 🚚
We're sorry that this has gotten to be a concern, but we hope this was clarifying.
Have a nice day!
Kindly,
Michelle
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