Uterqüe Reviews 98

I have to say from reading the reviews I was dubious about receiving a refund any time soon. As one previous reviewer wrote I also made a call to Customer Services who were indeed extremely helpful. I did exactly what was asked and my parcel was picked up from my house 3 days later. I cannot fault the service in any way.

I reiterate all of these customer complaints - woeful,woeful, woeful.

Uterque has no efficient business model, for what, should be a straightforward process. Who knew retuning goods would prove such a challenge? It is the most complicated system to navigate. You request a returns label, once, twice, three, no, exactly four times and you are simply sent a generic message, indicating that DHL will be in touch to organise an uplift. Nine days later nothing has happened. My husband is right at this minute, as, I type this review, dealing with DHL directly, as, we have our own business account with them. Fortuitous indeed. I can clearly hear the DHL operator, lamenting the absolute ineptitude of Uterque. This is no coincidence. This is a company, recognised by its own Courier Service, as being significantly below par.

It seems bizarre, that, it’s sister company, Zara, manage to operate a most efficient returns service. One request enables a label to be generated instantaneously.

Do not buy from Uterque, unless, you are absolutely sure you will not need to return.

Lovely products but OMG the WORST customer service ever! Buying online is easy but forget it if you want to return something. After you fill an online returns form you get a generic email that your request is "being processed". And it will be processed forever. After a week of waiting I started to email. The emails come back with again a generic " we are still processing your request" but after weeks now I have not succeeded to get a return label or any clarity on how to return goods.
As you only get 30 days to return from the day of SHIPMENT (another weird thing because if your parcel has been 3 weeks in transit you will have only 1 week to meet the 30 days returns deadline!). In short- stay clear from buying from their online shop!

The returns system is appalling. Advise not to buy online as it is so difficult to return. Slow, unhelpful and when they did finally send information for return the return label was so small that DHL could not read it with their scanner.
Never again.
CB Oxford

I received an item at the start of February, which I needed to return. This is now the sixth week of trying to return it, which has involved seven emails, three replies in Spanish, four generic forms all of which have been rejected by DHL, then some no replies, until I'm now finally talking to a lovely woman at DHL who will hopefully untangle this mess. Similar to Massimo Dutti, buyer beware if you need to return - the process is unnecessarily, wilfully complicated and I'm sure many people have given up in the face of such useless customer service. Nice clothes. Disastrous service.

Such a disappointment that Uterque cannot do online business. I ordered on Jan 6th; I kept following up with the customer service team for two months and always got wrong info to keep me waiting. Then I was told my order would be shipped on March 1st; it didn’t happen. Then it got cancelled without any notification. I was told my order was cancelled due to incorrect adress - I confirmed my adress 3 times to them and I order from different international sites with no problem. Let’s say there is a mistake and it’s cancelled, fine; why don’t you give any information on my refund? I don’t think I’ll be refunded at all - overall do not shop online from Uterque...

I was hesitant to order, based on the awful reviews. So I placed a (free) call to their customer service first. They were quick to answer and very pleasant on the phone. They explained that they had some problems with returns from the UK at first, and have since changed the system and the courier (DHL) and now everything works as it should. I placed my first order, it was quick to arrive, absolutely beautiful loafers and excellent quality so I am ordering again. They are a little more expensive but that shows in the quality of the products. I have since had to call them again to arrange a return and had no problems whatsoever. Im very glad I took the time to find out for myself. Would definitely recommend.

It was the first time I bought something from them, a dress that was not as I expected so I ask for a return.
A ups driver came to my door (i did not get an e-mail from uterque saying that the parcel will be collected). The driver asked for the customs invoices, and I said I don’t have anything from the brand, in the box or on any e-mails.

I received an e-mail from UPS saying that a missing commercial invoice is causing delays, so I called the brand today and they told me that the parcel will come back to me, and then DHL will have to pick it up, and they will send me the forms on the e-mail to print.

I did not get anything on e-mail to inform of all of this. I did not get any forma and I don’t have a printer.
I explained this to the operator and she was ... well you have to print it some how it’s not our problem

Have been waiting since 13/01 for a returns label. No way to contact anyone. Stuck with £100 of clothes that don't fit. DO NOT ORDER ANYTHING FROM THEM

Sadly terrible customer service and I can only echo what others have written: know that you will not be able to return when you buy something! You'd think that because they are part of Inditex, they would be as well organised as Zara and Massimo Dutti, but that is sadly not the case. What a shame as the garments are actually nice and of good quality.

I should have read the reviews here before I have placed an order with them as thought company Inditex, who owns Zara and Massimo Dutti can't provied bad service and sadly to say I was wrong! Don't buy anything from them!

Basically, if you bought something, you won't be able to return it. Customer service never answers by email (sent 6- got no answer), either doesn't pick up (phone is switched off most of the time), or provide a false information after you call 1st time, pretending that they no aware of situation and pro-missing to you get a return label, invoices within 24 hours and when you don't get anything and call again real information saying that they are waiting for head office to send them invoices for customs and they have no idea when they get them.... Basically months... or never. I have a case in pay pal and if i wont win, than open with my bank.

I don't have to wait for months for a return! I'm sure company of your size can handle a return in a better way! I also won't buy anything from you or your other brands!

My first experience and it's terrible. Will NEVER buy again from them. My return was taken by UPS over 3 weeks ago and no refund in sight. All I get is a generic message which is useless.
Zainab

Unbelievably bad customer service, I have been unable to return my item since Dec 2020. I am constantly told that they are waiting to hear from DHL due to brexit issues. Why was this not better planned? Customer service are not able to help and expect you to just wait to hear back from them but no one gets back to you with an update.

IMPOSSIBLE TO RETURN GOODS - DO NOT SHOP WITH THEM !!!!!!!!!!!!!!!!!!!!!!!!!!!!

Do not shop with them online. 50% more expensive than in Spain, long shipping times, then they cancel your order for no reason.

One of my fav brands! I had only great experiences with them. I recommend returning straight at the shop.

I am trying to contact Uterqüe to return some shoes but when I try the customer service number it is out of use and on the Uterqüe website the returns page is blank. I am therefore left with unusable goods and no way of using my right to return. Is anyone else having problems?

I have ordered during Black Friday. Since 2,5 weeks my order is still in “being processed” status. After 5 emails and messages in Instagram their contact center just ignoring me. I don’t know what happens with my order. They didn’t sent it and didn’t refund. Worst customer service ever!!! In 2020, the way Uterque acts with their customers is a shame!

They sent the wrong size and it is impossible to return the item. There is no phone number only form to send an email , but they do not respond. The worse experience ever

The returns procedure is a bit confusing, but if you call them they are really helpful and responsive. They have sent me a pre paid return label so I don't need to wait in for collection. I would order again as it's nice quality and reasonably priced.