Uterqüe Reviews 98

HORRIBLE!!!!!!
Ordered shoes for $200 on 10/31. Soon after an email and tracking number was supplied saying it had been sent using FEDEX. The number is wrong, totally fabricated. I contacted FEDEX myself and the number does not exist. I have sent THREE emails to Customer Service Hell and have yet to receive a response. No phone number, no chat, no communication. Uterque needs to leave the Dark Ages of business and practice superb client services, if its going to survive. I’ve always shopped in person while in Spain, due to this Chinese Virus, I have not traveled and thought shopping online would be a great idea: NOT! I am giving them 24hrs notice from my last email to reply. If no response, I will be cancelling my CC payment. Sorry, but this is the only recourse we have as clients. No response? Cancel your payment! See how things start to change….maybe?

I was worried after reading previous reviews on uterque but I needn’t have been !
The returns was very straightforward , they emailed regarding a refund, and a couple of days after the email my refund went into my bank . Great service !!

Nice quality clothing and have always received quick responses and refunds on time. Never had any issues, am shocked by the previous reviews.

I checked this before I bought anything from this shop and hoped that my experience would be different. Unfortunately, it has been a disaster. Ordered two shirts in September and one didn't fit. Customer service ignored my request for a return form and for some reason they don't just give you a sticker to send it back... I had to go on all their social media platforms and comment on their posts to get a response and then finally UPS comes two weeks later. It's been over two weeks since the shirt was sent back and I got nothing. No email confirmation, no refund, no nothing. I will have to YET AGAIN go online and write comments on their social media posts to get a response. The worst shopping experience i have ever had. I think they are breaching a dozen EU consumer rights protocols in the process of their god awful customer service. Just don't do it.

SHOCKING QUALITY + VERY POOR CUSTOMER SERVICE

20.10.21 - Ordered an expensive £90 embellished blouse that arrived on 25.10.21

The blouse arrived in shockingly poor quality, resembling a cheap garment produced in a Chinese or Indian sweatshop. Pockets on the front of the blouse did not lie flat, indicating the stitching and placement of pockets was of very poor quality

25.10.21 - immediately filed for a return - no response

26.10.21 - contacted Uterque via email copying in return request screenshot.

Received several emails in response. Each email asks me for my order number, name, address etc even though each of my responses provides this information ... every .... single .... time! and they were after all responding to my emails in the first place

One email response from them requests:-

I take pictures of the garment myself to forward onto their quality department so they could assess my claims before accepting or agreeing to the return

I responded, reminding them that I do not form part of their quality control department and they could assess the item themselves once it was back in their possession.

I had to remind them that under the Long Distance Selling Regulations, I was entitled to 14 days right to return and had contacted them on the day I received the shoddy garment.

Their auto response claimed the garment would be collected within 3 days as if their customers have nothing better to do than wait around for 3 entire days for their courier to collect.

I responded that I required an actual day (and preferably approx time) so I could arrange my day accordingly. I specifically stated (in large bold print) that I would not be available the following afternoon.

Uterque completely ignore my comments and send their courier; UPS to collect on the afternoon I had said I would be unavailable. UPS then put 2 sets of labels through my door dated the day before (when they did not attempt to collect) and the day that I had stated I would not be available.

28.10.21 - still waiting for an actual date of collection so that I can eventually (I live in hope) receive a full refund.

Complete shambles on the part of Uterque - their customer service department has ONE JOB to do; provide service to their customers and they failed spectacularly

This company is part of the Inditex Group (Zara, Massimo Dutti etc) positioning itself as a more upmarket Zara style clothing at £££££ higher prices.

POOR

Ordered a number of items and paid for premium delivery for 1-2days. Took a week to deliver the items therefore too late for my requirements. I sent all the items back and asked for them to refund my delivery costs to which they refused. Goods have been sent back for 2 weeks now and despite constant emails have still not refunded my money. They have now asked me to email them with each product number that I am sending back. This worries me greatly as, to me, looks like they have not a clue what returns are coming from where as I already raised a return. Still waiting on my money!!

Worst online shopping experience I’ve ever had. Honestly they are a bunch of crooks. Bought shoes, had to email, then call as hadn’t received them after 2 weeks. Was then told they had no more stock and would have to cancel my order AFTER they took €129 out of my account and then said they only held it. Emailed them the transaction to show them and as they never bothered their asses coming back to me, I had to call them again and tell them my bank was going to send them a dispute if they didn’t process my refund. Absolute nightmare of a company. DO NOT BUY FROM THEM 😡😡

If there is a minus star, I would give it to them. I love Uterque products especially when on sale. This time I ordered pair of sandals on the 11th of July as a present for my sister’s Birthday which is 2 weeks after. Till this day, sandals have not arrived nor did they answer to any of my 11 emails. I Had a bad Experience also About a year ago when I Had to return a damaged bag. It took them a month to pick the bag and several months for a. Refund. So, their products Are generally good, but the customer service is worse then hell

I am 100% happy with shopping & returning process here! I was VERY afraid to order stuff from Uterque after reading all the negative feedback here, but for me everything went great. I ordered 15 pieces in 2 orders, half of it did not fit. I returned everything no problem and money came to my account in no more time than with other online stores. Tip here is to send them email to customer support, not to fill website form. Somehow the website form they ignored, but after I contacted support by mail the process been just amazing! Quick and helpful responses, organized everything very fast! Did already many orders happy with styles and quality of clothes! Do not hesitate to shop here!

I love the clothes from this shop and order a lot online (and instore when in spain). The returns can be a little bit slow but overall I have no trouble. delivery is very fast, leather goods are excellent in particular and returns sometimes require a call to organise...but similar to a lot of other brands.

I have received my order on Monday, decided to return one of the products - they’ve sent a driver to pick it up on Tuesday and received my refund in 24 hours.
The best refund experience I ever had. Very prompt, no emails or calls… You’re great!

If I could have given less stars than one, I would. The customer service is appalling to say the least. After my initial order wasn’t delivered on time they sent another parcel without contacting me first, then of course both arrived within a day of each other. I’ve been trying to return the second one (since I really don’t need the two of the exact same thing) and I think it would take less time if I carried it back. I’m pretty sure they’re just trying to scam me to charge my card for the second item as well. Avoid unless you enjoy terrible customer service.

Total fraud! Customer service is so bad that they actually blocked me from sending them emails which is against my rights as a customer. I ordered a pair of black sandals on 8th of June 2021. And DHL picked it up on the 10th. From that point on, theres no movement of the package. Then they refunded me my money but took customs fee! For no reason! Basically stole 50 euros from me for something that never arrived to my country or went through customs but I’m the one paying for this mistake! Why are you taking customs fee if it never went through customs? In the receipt it even says no import fees but yet they decided to deduce that from my 119 euros total anyway! This customer service is a complete utter joke honestly. Who blocks their customer from sending them emails? I hope you solve it or we’re gonna have big problems. This is basically mail fraud. I will not be charged for something that never went through customs.

Horrible, I ordered with them they took my money and never sent the products. Afterwards when I started to search the order they said it's been canceled due to insufficient production (they never informed me directly, I found this out only after digging) this was the first lie because the product was still online, I even went and ordered it again just to see what's the deal with this.
Next 2 orderes weren't processed.
4th one succeeded but took longer to arrive than what they said.

Second lie when they said that my money will return, they never returned.
I send numerous emails, but I couldn't find out what happened with my money.

I am sure they have some technical problems and they don't really want to steal but in the end this is exactly what they do.

On top of that the personal is so rude, I really lost my money and my time and I am left with a bitter taste.

After this experience I am never buying from the store neither, so many other more beautiful things to shop ...

I have returned 2 items from my order using the label provided by Uterque. I called them several times(4 times!) to ask where is my refund and whether they received my return. They cofirmed that the items arrived to their warehouse in February. But every time when I was asking when the refund will take place, the answer was "there are some technical problems with our systems and we will process you refund as soon as possible". This alreday lasts for more than 5 months and is totally unacceptable. Also they did not offer any kind of apologize like a doscount or whatsoever for me for their failure to return the money. I am very tired of dealing with their excuses of "system being down" and it looks like it is one huge scam. I hope I will be able to get my money back through the PayPal...stay away from theor online shop, customer service is totally unhelpful

Have had to report Uterque to the police and am pursuing with a crime reference number as they took goods that Uterque were not authorised to pick up and are now refusing to return them. I have even offered to pick them up myself. Interesting to see what happens when the police show up and investigate. DO NOT GO ANYWHERE NEAR THIS COMPANY!

I started the returns process in trepidation. Fired up for some kind of argument. However the process was seamless. The phone was answered immediately. Arrangements made for UPS to collect the next day (which they did) and less than 48 hours later the refund was in my account. The experience was far better than a lot of mainstream.

Hello! I also have an issue with the return #70001435281! Wrote 3 emails to customer service with no reply! They have not provided any label for return, no further information, my worst experience! Hope issue will be resolved!

Horrible or I’d rather say NO customer service. It’s not clear how to return an item as a guest and I’d to wait 30 (!) minutes in a queue to reach customer service, but as I have to work, I don’t have that time. No reply on my emails either.

Also problem with returning product. Could not get returning label from them and GLS wont pick up return.
No any answer from Uterque on any of my mails.
Worst support ever...