officinegenerale.com Reviews 35

I would avoid this retailer at all costs. I love their clothing, but they are customer-hostile. I purchased a pair of pants for $315. The very next day, less than 24 hours later, they put the same item on sale for 40% off ($189). I immediately contacted customer support. They refused to refund the difference to me, nor would they cancel my order. Now I am left with refusing delivery and disputing the charge, or returning the item at my own shipping costs. AVOID.

EDIT to clarify the brand's non-factual response below: The only choice they offered me was to return the item back to them AT MY EXPENSE (estimated return shipping costs to France: $80). They did not suggest I refuse delivery. I informed them, given their inflexibility, that I escalated this to my bank to initiate a chargeback and intended to refuse delivery. They could have refunded the difference to me OR allowed me to return the item at their expense. They did NEITHER.

Here is proof of their intractable position:

Camille (Officine Générale)
12 May 2026, 15:37 CEST

Hi David,
 
Thank you for reaching out and for your recent purchase.
 
I kindly inform you that we do not offer any price adjustments or price matches.
 
If you wish, you can return this order and place a new one at the discounted price. Please note that return fees remain at your charge.
 
Unfortunately, it is not possible to cancel your order as it has now been processed by our warehouse.
 
Let us know if you have any further questions.

I gave my husband an Officine Générale coat for his birthday. The coat had a small error in a seam, and I contacted customer service regarding this minor issue after having gifted the coat to my husband. I suggested that I take the coat to a local tailor to fix it, if they would cover the cost (considering that this would be cheaper for them, rather than replacing the coat with shipping back and forth to Asia).

They insist on replacing the coat anyways and send me a label clearly indicating the exchange in the label email and in the correspondence with customer service.

Out of nowhere I get a refund for the coat with no explanation. I contact customer service once more, as I consider this a mistake. They simply inform me that they cannot replace the coat anyways and that I will just have to buy something different.

I ask to get the original coat back and just pay for the repair myself. They refuse to give me back my purchase.

This is completely unacceptable. I had already given the gift (and spent time and energy choosing it). Furthermore, I had purchased it during sale with a significant discount and thus could not simply buy a different coat at full price as they suggest.

I still hope that this issue will be resolved and my original purchase will be returned to me.

Please be careful with this company. I send back a jacket after buying it online. I asked to get the money back on my banking account. They send me a gift card and won’t send me back the money.
Everybody be careful with this company.

Used to be a great brand, but has slipped as of late. Despite mentions of "European production" almost the complete offer is now made in China, India or Tunesia. Even their Daily Classics, which on their website still says "All our production takes place in Europe" is now fully outsourced to China.

Feels dishonest to keep that up on the website despite apparently no longer believing in those values.

In store you can see the quality has decreased. Loose threads on garments, thin fabrics.

They also charge more for countries other than France even though the shipping rates are already different. Should be no other difference in pricing (beyond maybe 1-2% in tax, but the difference is often 8-10%).

Item looked nothing like advertised.
Return was completed within 2 days
I was told 2-4 days for a refund.
After that further communication revealed another 14 days for quality control plus 4 days for the refund.
Joke of a customer service with mediocre clothing .

I’ve been a fan of Officine Générale’s clothing and had a good in-store experience in the past, which makes this situation especially disappointing.

My in-laws purchased me a $250 gift card based on information on the Officine Générale website at the time stating that gift cards could be used both online and in store. I also had an existing in-store credit. When I went to the NYC store to use both toward a purchase, I was told the gift card could only be used online.

I contacted customer support and provided screenshots showing that the website explicitly said “online and in-store.” Despite this, I was repeatedly told the issue was “confusion,” not incorrect information. Eventually, during our back and forth, the website copy was quietly updated to say gift cards are online-only — but no attempt was made to remedy the fact that the gift card was purchased based on inaccurate advertising at the time. Customer Service just assured me the website had been updated accordingly.

Changing the website after the fact doesn’t resolve the underlying issue: customers made purchases based on false information, and Officine Générale declined to offer a refund, conversion, or any reasonable accommodation.

Customer service was polite, but ultimately unhelpful, and responsibility was never taken. Given how many similar reviews describe issues around credits, scams, and policies changing after purchase, I would caution against buying anything online from this store.

I recently purchased a suede jacket from Officine Generale - ordered from their website via one of their London stores.

This was a big purchase for a luxury item. The jacket costs over £800.

The jacket is beautiful but within 2 months of light wear the lining around the inner pocket had begun to fray and pull away.

I sent photos to OG, and the best I got initially was to be asked to send the jacket to them so they could repair and return to me.

So the response to being notified of their faulty yet very expensive product was for me be offered a free repair whixh would involve me being further inconvenienced arranging the return. That was it.

I asked what alternative compensation they could offer.

The best I then got was 15% off my next purchase!

So having been so badly let down I now need to spend even more money to benefit from my "compensation".

So disappointed.

This was a special purchase for me, completely ruined by sub standard quality of the product and sub standard customer service.

Updated Review:
I changed my rating of Officine Generale from one star to four stars.

Officine Generale noticed my Trustpilot review that was highly critical of the company's Returns management. Officine Generale responded to several subsequent emails regarding my return request with promptness and a great degree of courtesy and professionalism. We ultimately arrived at a resolution that adhered to the company's posted return policy and that I found fair and satisfactory. I became convinced that Officine Generale does indeed care about their customers.

Officine Generale offers attractive and well crafted garments. And, overseas delivery is prompt. If they could only shore up their Returns management they will certainly deserve a five star rating.

December 2, 2025

Original Review:
Officine Generale, OG, has a nominal return policy. The problem is that OG does not honor it.

I would give OG five stars for prompt delivery to the States. And I'd give four-five stars for product quality. But, their customer service deserves zero stars for pronounced indifference.

In my view, the quality of a product and the maker's credibility are equally important. Sellers who fail to stand behind their products, or who do not honor their word, do not deserve my business.

After I looked into and felt comfortable with Officine Generale's seemingly fair return policy, I ordered a pricey jacket directly from Officine Generale. Within a few days, the jacket was delivered. Unfortunately, the fit was not right. When I attempted to return the jacket via OG's online return portal, early on into OG's fairly tight return window, I was issued a return code and was assured that instructions and a return label would be issued shortly thereafter. At that point, I felt hopeful about OG’s return process. I was wrong. Very wrong. That was the last time I heard from Officine Generale. The instructions and the return label never materialized. And, all of my follow up messages, still within the return window, were outright ignored. Further, a return address is not posted.

Officine Generale did not adhere to its own return policy. Due to Officine Generale’s indifference, I was never able to make the return. So, I wound up with a pricey, ill-fitting jacket, major regrets and unnecessary aggravation. And, Officine Generale wound up with one less loyal customer. In the end, we both lost.

I would advise potential customers not to transact with an outfit that makes fine products but treats its clients with disdain. Avertissement!

In conclusion, (please see my email of 14 June below). I contacted Officine Generale as they suggested, I asked for a refund due to the incompetence, mis-information, rudeness and total absence of any customer care. The response was 'no' but they would make a reduction of £50 on my next purchase. It seems to me to be extremely insensitive, if a customer has a serious complaint that has not been properly addressed to offer a discount on a future purchase (something that would benefit Oficine Generale financially, far more than the customer). This company is broken, seemingly beyond repair.

They are scammers! Never refunded my order, they dont answer on my emails!

DONT BUY FROM THEM

I recently ordered a jacket on Officine Generale's website. When I received the jacket I realised it was too small and sent it back to Officine Generale to exchange it for a larger size. I didn't hear back from them for 3 weeks and had to eventually chase them for several days to get a response. They then informed me that the larger size had sold out despite it being available when my request for an exchange was approved. So in the end, my purchase was cancelled. As mentioned in other reviews, this is not an isolated incident. Dealing with Officine Generale might go smoothly until you need a refund/exchange or to deal with their customer service. The level of service is really pitiful for a brand that sells premium clothing. That was the first and last time I'll buy anything from you. Get your act together...

THE WORST EXPERIENCE EVER ONLINE !
MAKE ATTENTION TO BUY ,you will trouble a lot !! they don’t assist you , at phone noboby answer to speak with someone .... I had my refund after a PayPal dispute open by me , they didn't give me information about refund ! Incorrect at all ….really they don’t know what is be correct with customer and give a perfect service . Never again ! Patrizia

I purchased a couple of polo shirts that I returned (Order UK14381). Officine Generale got the items 50 days ago (31 March 2025) and has not yet reimbursed the money. Despite several reminders, I still have no clarity as to what to expect. The customer service is incapable/unwilling to help. Annoying and disappointing!

I bought a Tarek sweater from Officine Générale (online at Mr. Porter) and sent several emails to them regarding the origin of the merino wool. However, I received no response, only empty automated email clichés. The company charges high prices, and while I can only say positive things about the quality of the sweater, the customer service is very poor. I will avoid this brand in the future.

One of the worst online shopping experiences I have had. On 4 April I ordered 8 items on officinegenerale.com. On 16 April I received a refund notification via email telling me that 5 ouf of the 8 items were being refunded. Since I hadn't received any of the items, I also hadn't asked for any items to be refunded. So I sent them an email to ask what was happening and learned that apparently all of those items were out of stock. It is beyond me how (i) so many items could be out of stock but still available on the websit; (ii) why it would take almost two weeks (!!) to figure this out; and (iii) if they're obvisouly have some kind of major system f***-up, why don't they have the deceny to put it into a short email to their customer what's happened. 100% won't recommend. Instead I will warn friends and family to not buy there.

DON'T BUY THERE! You don't receive your money back after a refund!

It's the worst customer service experience I have ever had. I still didn't receive my refund money back (355,- EUR, order number #FA53967) even though they confirmed on 24 August to have placed the refund.

Full story:
I placed an order worth 355,- EUR on 21 July. The package arrived but sadly the clothes didn't fit properly, so I wanted to return everything. However, I was unable to because apparently OG had relaunched the website just right after my order, so that my customer account had been deleted and needed reactivation. The reactivation worked but the order didn't show up in the order history, so that I could not register a refund. I looked at the FAQs and it suggested to either use the return portal or contact customer service. I tried both. The return portal didn't recognise my order number. There was no return address to be found online. I contacted customer service multiple (5+) time over the course of at least a week but didn't hear anything. At some point I contacted OG on Instagram and the social media team instantly replied that they would forward this to customer service. Another three days passed and nothing happened. I was unable to prepare the return and the 14 day return period was about to end. I contacted the social media team on Insta again and only then, on 7 August, I finally received a reply (or rather five replies in a row) from customer service with instructions on how to proceed the refund.
I was finally able to return the items. Two and a half weeks later, on 24 August, I received a confirmation that my return package had arrived and the refund had been placed to the original payment method.
But ... nothing happened. Until now I am waiting for my money.
Customer service - again - doesn't react. It's been over a week now since I wrote to them. The social media contact keeps telling my that they forward the issue to customer service, but that was also a week ago.
The website is - again - down for maintenance.

Will update, when/if I receive my refund.
But I would NEVER buy there again and don't recommend it to anybody.

Truly awful - order #FA48380 returned to sender by DHL because incorrect customs docs included by OG. I still don’t have my order from 11/2 and OG have £900 of my money. I have had to chase and chase (they don’t answer emails or phone without significant chasing). Despite being told nearly a week ago on Friday on the phone that would receive Mon I am still waiting for a resolution and have neither refund nor goods. Apparently they need 48 hours more!! It’s just beyond bad customer service. Surely you just send the customer their order that they have paid for and sort out your mess with the returns separately!! Never again - AVOID!!! They still have £900 of my money - I will update review once resolved.

The quality of their garments is really poor. I have several shirts from them and they ALL are tearing apart thru the stitches. It is not a well thought out designer because they have not comprehended well as to how fabrics will react in stitching and wear. I have hardly worn the shirts 4-6 times. For this price point you can find several other high quality emerging/established French brands.