I am extremely disappointed with this purchase. I ordered Karl Lagerfeld swim briefs, but as soon as I opened the package, I noticed that the original tag had been cut off. This was never mentioned... See more
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See what reviewers are saying
Extremely transparent with the policies and prices, great deals, super easy shipping and returns.
This company is really bad and really unprofessional. I ordered shoes which were discounted, which then I recieved completely different shoes from what i ordered. I called them and asked for solution,... See more
Company replied
I bought Teva sandals online from About You (NL), they arrived two days later, spotless, the right size and colour, no issues whatsoever. Very happy! I was a bit cautious to order from About You due t... See more
Company details
Written by the company
Bestel jouw favoriete items vandaag nog bij ABOUT YOU. Gratis verzending* & retour! · Meer dan 2.000 merken · 30 dagen bedenktijd
Contact info
3.0
Average
11K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 1 month
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Have not received a refund
I returned an item more than 2 weeks ago and I still haven’t any information. The return parcel was delivered and it was indicated in my account, but now there is no confirmation of it. I wrote email several times and didn’t get the answer!
Order date 26.04.2024
Return date 20.05.2024
The worst customer support!
UPD: there was indicated that my return is delivered and refund is processing! But today I checked the status and this information disappeared! So it’s not PostNL problem, but yours.
Hope you’ll solve this issue quickly
June 12, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Hey Alina,
Thank you for your review. I'm so sorry to hear you didn't get a return confirmation mail yet. 3-2 weeks ago we had some issues with the transport between our return hubs from PostNL in NL and our return warehouse. I guess your return has been one of the returns that is affected by this. Luckily the problem has been solved, but there's still a minor backlog. You should receive a return confirmation mail from us soon. Our customer service is having a very busy time at the moment and we hired some extra agents to make sure all our customers get the support they deserve. I'm very sorry that you've experienced these two issues at the same time, but I hope you'll give us another time in the future.
I hope I informed you well and wish you a good day.
Kind regards,
Kim from ABOUTYOU
Regarding Delivery issue
I order few dresses and sweaters from them on 10th May. still didn't received anything. I already contact to the customer care and not very helpful answer. Now I just afraid that may be I just lost my money to trust them.
Hi team,
Today I received my order. So I make it 3 star now.
But still I have a feedback. The package actually delivered 16th May to the neighborhood but a bit far from my house. From post NL I don't get any paper or email that it delivered somewhere else and when I contact "About You" they also couldn't inform anything about the delivery.
But if I track it back then I saw the info there.
I am glad that it is not lost but can be resolved in better way .
May 10, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Dear Anar,
I am very sorry to hear that your package has not arrived and that our customer service has not been able to assist you properly. I completely understand your frustration. I recommend contacting our customer service again. If you called last time, try emailing this time, and if you emailed last time, try to call them. This increases the chances of reaching someone different who can help you with this issue.
We have been experiencing delivery issues this month, and we are aware of the problem and working to resolve it as quickly as possible. I apologize for this inconvenience and hope you receive clarity about your package soon.
I wish you a pleasant day further.
Best regards,
Derk from ABOUT YOU
Receiving completely other, retagged cheap item
Honestly I got completely disappointed with the company. Within one week I received two orders, both of them were originally premium brand (Bogner and Polo Ralph Lauren) items but I got totally different, retagged with the original tag, cheap items which looked very similar to the original ones but their value was much less, of course. One of them was even a used, dirty cloth! As it happened twice within one week I do think that it is not a mistake but systematically performed cheat! And it is me who has to prove, take photos, send back the item, waiting for my money etc. Never ever!
May 24, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Hey Viktoria,
Thanks for your review. I'm so sorry to read that you're so unhappy with our services. Currently we do have some issues with articles being mixed up, after implementing a new warehouse. Please inform our customer service by email which items you ordered, which one you received and how they look like. When they receive several mails about the same items, it's easier for us to find the cause of the issue.
Whenever you return an item, we receive it at our return hub. There the items are manually checked by employees and sometimes it happens that items are missed or not checked thorough enough. I'm very sorry that you've received an item with stains on it, this is definitely not the experience we want to offer our customers.
Again, I'm very sorry to hear this and I hope you're willing to give us a second chance.
I wish you a pleasant day today!
Kind regards,
Daniel from ABOUTYOU
I ordered a pair of shoes
I ordered a pair of shoes. Long story short, my package was delayed and tracking number would not give me an estimate time of delivery. 2 weeks after, I tried contacting About you via email. I got no answer so a week later I called them. The person who answered the phone, told me that sometimes the delivery company sends the package back to the sender for no reason, and that he can do nothing about it. When I asked him if there is a way of preventing this happening again if I re-order the shoes, the answer was no. I am still waiting for my refund. I hope I get it. Hope this review helps future potential buyers.
May 21, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Hello Irene,
Thank you very much for your response. I'm sorry to hear that you still haven't received your package, and I completely understand your frustration. We experienced a system error which caused some packages to be delayed, and I sincerely apologize for this inconvenience.
I kindly ask you to have a bit more patience, so we can solve this issue accordingly.
Wishing you a pleasant day ahead.
Kind regards,
Gijs from ABOUT YOU
Horrible customer service who are rude and clueless
I would consider this as one of my worst online shopping experience. Pathetic customer service, clueless and rude customer representative on phone. Its been over 2 weeks I have ordered, and it was mentioned while ordering I will receive my order in 4 days time, forget 4 days, I am still waiting for an update with regards to my order. When I contacted the customer service via phone, she was extremely rude and clueless with no answers to my question and when contacted via email all they have to reply is we are busy at the moment and will update you soon on the status and also requesting me if they can close the issue... Is this for real?.. To me this looks like a scam and would never recommend this website to anyone.
May 21, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Dear Sree,
Thank you very much for your response. I'm sorry to hear that your package has not yet arrived and that you didn't have a pleasant experience with our customer service. It's concerning to hear about the treatment you received, and we will investigate your feedback regarding the behaviour of our customer service team.
I recommend reaching out to customer service again, as you may speak with someone else who can assist you better and provide a clear explanation of what went wrong with the delivery of your package. I apologize for any inconvenience caused, and I hope you receive clarity on your package soon.
Wishing you a pleasant day ahead.
Best regards,
Boris from ABOUT YOU
Got a wrong article, bad solution
Got a wrong article (in the Netherlands), for another customer. Mailed my problem, they replied with a question for verification. I answered it, but never got a reply. I called after a while and the employee told I could return the package even though I told him it was a German customer, probably with a German label. It shouldn't be a problem, according to the employee. Ofcourse it didnt work.
An another thing that bothers me that I can get a refund AFTER I return the article, even though it was their fault and they can also send me my correct item.
May 10, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Dear Tes,
Thank you for your message. I apologize for the inconvenience caused by receiving a wrong article and encountering difficulties with the return process. I understand your frustration completely, and I sincerely apologize for any inconvenience this has caused.
I highly recommend reaching out to our customer service again and explaining in detail what happened. There is a good chance that speaking with a different representative may lead to a better resolution for you.
All returns from all countries are processed in the same return warehouse where they are assessed and checked. It may take longer than usual, but you will receive your refund once the return is processed.
I hope we can resolve this situation promptly and that you will soon be satisfied with the solution provided.
Best regards,
Derk from ABOUT YOU
I oredered something from them and when…
I oredered something from them and when l had to return it, postman came day earlier and was calling me on wrong number. I assume it was their mistake to alarm him day earlier. I am not in position to arrange return any day, it has to be day when l asked.
They give me little and no informations, lots of times l have to remind them to answer emails.
May 9, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Dear Tonka,
Thank you for sharing your feedback. I apologize for the difficulty you experienced in returning your items. Your frustration is understandable. To address this issue promptly, I suggest contacting our customer service team via phone instead of email. They will be able to assess the situation and provide you with immediate assistance. I hope our customer service team can resolve your concerns swiftly. Wishing you a pleasant day ahead.
Kind regards,
Jamal from ABOUT YOU
Reply from ABOUT YOU Nederland
Dear Dora,
Thank you for sharing your feedback. I'm sorry to hear that the return process isn't going smoothly. I suggest contacting our customer service team for assistance with your refund and more detailed guidance. I hope they can help you as fast as possible. I wish you a pleasant day ahead.
Kind regards,
Olaf from ABOUT YOU
Misleading discount
Hi, I was going to order a dress. There was the box under the dress item to say download app and get up to 20 percent discount. I'm on an android phone. Went and downloaded app. No discount? A bit misleading I thought
May 2, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Hey Linda,
Thank you for your feedback. I'm sorry to hear that your discount didn't work. I advise you to contact customer service because it's really strange that your discount didn't work. They can investigate what went wrong and hopefully come to a solution. I would like to apologize for this inconvenience, and I wish you a nice day.
Kind regards,
Dirk from ABOUT YOU
Reply from ABOUT YOU Nederland
Dear Lama,
Thank you very much for your message. I hope you're doing well too. I'm sorry to hear that you weren't satisfied with our service. We always strive to do our best, but unfortunately, we fell short this time. We exclusively sell original products, and the items we receive from various brands come directly from them. I suggest contacting our customer service team via email and explain why you suspect the products may be counterfeit. They will be able to assist you further. I hope you'll consider giving us another chance because we'd love to see you back on our website. Wishing you an amazing day.
Kind regards,
Rik form ABOUT YOU
Do not order from here and waste your money
They are tricking by not registering a return or registering only some items that I returned and not everything. Will never use again and I recommend to stay away from them!
April 25, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Dear Nico,
Thank you for your message. I'm sorry to hear that you had a bad experience with us. We always strive to provide our customers with the best service, but unfortunately, we didn't succeed this time. You can reach out to our customer service and explain exactly what happened; they will be able to assist you further. I hope you'll consider giving us a second chance because we would love to have you back as a customer.. Wishing you a wonderful day.
Kind regards,
Nick from ABOUT YOU
The sneakers were original
Actually the sneakers were original, I received them on time
April 25, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Dear AD SD,
Thank you so much for your message. I hope you are doing well. We exclusively sell original products, and the items we receive from various brands come directly from the brands themselves. I recommend reaching out to our customer service team via email, attaching a photo of the sneakers, and explaining why you believe they may be counterfeit. They will be able to assist you further. Wishing you an amazing day!
Kind regards,
Tim from ABOUT YOU
Order not delivered
No response from client service. No delivery of order. Money presumably gone. Never again About You.
April 24, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Dear Chaqua,
I hope this message finds you well. Thank you for taking the time to share your feedback with us. I apologize for any frustration or inconvenience you experienced due to our customer service not responding to you. This is certainly not the level of service we aim to provide, and I understand how important it is to have timely assistance.
I recommend reaching out to our customer service team again. It is unusual for them not to respond, and they are committed to assisting you with any issues or concerns you may have. If you first reached out to them by phone, I recommend trying email as an alternative, and if you initially contacted them via email, consider giving them a call instead. We strive to offer the best possible customer service, and we regret falling short of your expectations on this occasion.
I sincerely hope you will consider giving us a second chance. We value your patronage and would love the opportunity to regain your trust. I wish you a fantastic day!
Kind regards,
Jan from ABOUT YOU
I don't understand this company
I don't understand this company. They send me discount checks. I want to order slips, but 90% of my size L they don't have. Coincidence??
April 16, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Hey Alex,
Thank you for your message. I understand it is frustrating that the correct size you need is already sold out. The reason is that sizes S, M, and L are the most popular, and when we offer a discount, everyone tries to buy the item as quickly as possible. It is never our intention to inconvenience you purposefully. We always want our customers to be satisfied with our service. If you have more questions, please get in touch with customer service. I hope you will find the right item in the correct size next time. I wish you a fantastic day.
Kind regards,
Maria from ABOUT YOU
1 order was drawn 2 times on kto
1 order was drawn 2 times on kto. About you promised money back in 4 working days...it's now been 3 weeks and still haven't received money back.
Incidentally, sent half of the goods back. I have not received a refund there either....
Been in touch with customer service 4 times and now 4 weeks later still without settlement.
March 7, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Dear Kim,
Thank you so much for your message. I hope this message finds you well. I am very sorry to hear that your order was cancelled twice and that it has been three weeks, and you still haven't received your refund.
I cannot determine exactly what went wrong in the process. I recommend contacting our customer service team as they can thoroughly investigate what went wrong and ensure that you receive your refund as soon as possible. Waiting three weeks is far too long, and for that, I sincerely apologize. I hope you will see the refund in your account very soon. Wishing you a pleasant day.
Kind regards,
Justin from ABOUT YOU
Not helpful or polite customer service
Not helpful or polite customer service. The person on the telephone sounded bored and rude. Didn't speak English.
That's disappointing. A good company must have polite agents who can speak basic English, as it's an international language! Plus couple of times it took ages to receive my order. What a pity because now I'm discouraged to order there again.
March 27, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Dear Pola,
Thank you so much for your message. I am sorry to hear that our customer service was rude to you, and I understand that this wasn't a pleasant experience. I will take your feedback very seriously, and we will try to ensure it will never happen again. It could happen that one of our customer's services can not speak proper English. What I recommend next time is emailing customer service. Then, there will always be a colleague who can write an email in appropriate English. You can also try to call customer service again to get a new person on the phone who can speak proper English. I would also like to apologize for your bad experience with the customer service. I hope you give us a second chance because we would love to see you back in the webshop. I wish you a fantastic day!
Kind regards,
Bert form ABOUT YOU
Never About You again
I have been a loyal customer for years, but lately the ordering and returns process is worthless and the customer service is even worse. My last order was 2 jackets. They came with 2 different delivery services!! DHL and PostNL. Unfortunately the items do not fit and are therefore returned. Well, then you can first drive to a DHL service point and then to a PostNL point. What a crappy situation. The packages then get stuck somewhere and never arrive. Contacted customer service many times and you just have to wait. Your question is being dodged and no answers are given to your question. Once the packages arrive, you will have to wait another 2 weeks for your money. Two weeks are over, no money, you can go back to it. Well About You this was the last time I bought something from you. If you treat loyal regular customers like this, they will always be! pay everything on time...
March 1, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Dear Marie,
I hope you are doing well. Thank you so much for your message. I truly empathise with your experience with customer service; it's disappointing to hear that you were treated that way. I want to extend my sincere apologies for the inconvenience caused. We always strive to provide our customers with the best possible experience, but unfortunately, we fell short this time.
Let me explain why your packages were delivered in such a manner. In order to offer a wide range of products, we operate warehouses in various locations and collaborate with drop-shipping partners. These partners utilise different delivery services, which may result in your orders being fulfilled by multiple carriers.
I understand how frustrating it must have been for the refund process to not go smoothly. Your feedback is valuable to us, and we are committed to addressing the issues you've raised. We truly value you and I hope you will consider giving us another chance. We would be delighted to welcome you back to our webshop. Wishing you a fantastic day ahead!
Kind regards,
Teno from ABOUT YOU
Customer Support Individual behavior was not appropriate
1 - What went wrong
I am an old About You customer, I got my order, box was damaged very badly (I have pictures) it was not what I ordered, I called (21-03-2023 at 12:15 PM) to help line (Support team). He picked up call, listened me and said, will start investigation. I requested him to send me an email what you are saying on phone call as evidence for me. He shouted on me and disconnect the call. Due to his worst behaviour, I will think about not to buy from About You anymore. Also he did not sent me an email for which he was promising.
2 - How a company can improve
Please give proper training to your support (help line ) team how to talk to the customer. If customers don't get what they order , to who they will complain. Today he shouted on me and I am going to stop buying on About You, I had been shopping since couple of years. Due to this kind of employee/person, you will lose your customers. Please train them properly
March 21, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Dear Halder All Khan,
I hope you are doing well. Thank you so much for your message. I am sorry to hear you had such a bad experience with our customer service. We always strive to give our customers the best experience. The customer service shouting at you is definitely something we will investigate because that is not normal behaviour. I appreciate your feedback. I am disappointed to hear that just one unpleasant experience has deterred you from shopping with us again, and I hope you will consider giving us a second chance. I wish you a pleasant day ahead.
Kind regards,
Willem from ABOUT YOU
Treats customers like animals and ships in garbage bags
Absolute useless site! Treats customers that spend a good like animals.
I recently made quite a big order on the site, at first i already was pretty mad that i couldn't apply any discount. As a VIP member I could expect a little more benefits but no, absolutely none. I ordered and the order got shipped 3 days later! Eventhough it promises very fast shipping for vip members. Then after, it arrives in 5 different plastic garbage bags, all of the boxes were HEAVILY damaged and I had to return everything.
I have ordered a lot on the site and always have atleast one problem, but this was definitely my last time ordering from them.
Completely ridiculous.
March 12, 2024
Unprompted review
Reply from ABOUT YOU Nederland
Hey MS krt,
Thank you so much for your message. I feel very sorry for you that your delivery arrived late and your boxes were damaged. We always strive to ensure our customers have the best customer service experience. Unfortunately, sometimes things go wrong due to communication issues with our partners or other complications. We are constantly working to improve our delivery times and ensure that the orders are in good condition upon arrival.Obviously we won't use garbage bags as packaging for our orders. The plastic bags we use are made from recycled materials, and you can recognize our printed logo on the bags. They do however have the same dark grey color as some garbage bags have, but you would need to trust me that we don't use those. The plastic of garbage bags would never be strong and protecting enough to transport our items through Europe.
We're taking our packaging very seriously and always try to find the best way to ship our items to our customers. When you receive several parcels from your order, this is because your items are shipped or: 1) on different days, due to stock variations, or 2) from different partners (dropshipping) or warehouses. I'm sorry for the inconvenience, but I hope you're satisfied with the items you've ordered. As a VIP, you can receive discounts on some products and always enjoy free delivery. However, we cannot guarantee that you will always receive a discount as a VIP. You can contact VIP Customer Service for more information on what we offer our VIPs. The VIP customer service phone number is consistently located at the bottom of every email we send to you. Our apologies for any inconvenience this may have caused you. We hope you will give us a second chance. I wish you a nice day.
Kind regards,
Bert from ABOUT YOU
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