And Other Stories returns process has changed (not for the better)

[Uhohmummy]

Ive ordered from them a few times now and love the style and quality of the clothes. Delivery is already expensive (£7 I think unless you order well over £100 worth). They’ve now changed the returns process so you can’t return by post but have to go to a DPD drop off point. My nearest one is nearly a mile away and difficult to get to with a small baby. You can’t returnthibgs bought online to a shop.
It’s so annoying! Why do companies do this? I will really think twice about ordering again.

I agree. I’ve written to them to complain but they didn’t care.

I will not be ordering online from them anymore.

I did my first order with them last week without realising this- and as far as I can tell I can’t do an exchange either! Shame as I was in a store (but in Sweden!) and the stuff was lovely!

My nearest drop off point is over 6 miles away. Ho hum...

And my nearest drop off was 6 miles away!

I ordered from them for the first time last week too, not realising this. Took my return to my closest DPD drop off and had terrible trouble getting them to take it. Although I like their stuff I probably won't be ordering from them again as it's too much hassle. NI based so don't have any stores here either so that's probably my first and last purchase from them (unless I happen to be visiting somewhere with a store).

They stopped doing exchanges about a month ago.

Nearest drop off is 33 miles away!!! NI based also. Won't be ordering online again even though I love their stuff and they have had loads of business from me in the past. Maddening.

When I complained they said the change was made “for simplicity and th convenience of customers” - hmmm.
They also said it was because they are part of the H&M group. Not sure why that’s relevant as I’m pretty sure you can return H&M orders by post and to a shop.

Have Cos the same new return policy I wonder?

Have many people written to complain? I have.

I order a lot from these online, and one of the main reasons was to have the convenience to try on at home and it was so easy to bring to my local post office when I returned all or part of the order.

Both of these stores are within half an hours drive but with small children, online shopping is far more enjoyable. They should at least give customers the customers to return to a store.

I won’t be shopping much there anymore but I doubt they will care.

I have stopped buying from them for this reason. What a palaver.

I think I had the same issue with a Uniqlo order. It was a real faff. I now check all returns details before ordering and avoid shops who do this.

Thanks for the warning - I had been thinking of giving Other Stories but I may not bother now.

I'm really disillusioned with online shopping. I know it can be convenient but retailers must be making shitloads out of it. They don't need to invest in as many premises and they hang onto our money for a least a couple of weeks - I'd love to know how much interest they make from that. The very, very least they should do is make it as easy as possible to return.

Living rurally (over 30 miles to the nearest town) I rely heavily on internet shopping to buy anything that isn't "outdoor clothing". And sometimes I like to dress up and look nice (surprise!). Even internet shopping seems to be for the convenience of those who live near a shop these days. :( (Grumpy face)

The interest will be minimal by comparison with the admin hassle of people with a serious online shopping habit who order ten things and return nine of them. I suspect it’s a deliberate effort to make returns more difficult. Mind you I bet they make a mint from less organised people who don’t get around to returns.

Do you think so? You may be right be I've never seen any figures and I'd love to know.

The shops aren't great round here so I was all over online shopping to begin with but I'm getting more and more pissed off with paying to try stuff on and then having to put myself out to return it.

Event I disagree that it is an ploy to reduce people buying and returning so much. It is in their interests for people to buy and buy and if they keep one or two items from each sale, it is worth it to them as people who shop online often buy weekly. I am one of them! The other reason I disagree with it being a ploy is because in many countries Stories deliver to, they offer a free DPD pick up from the customer’s house or place of work therefore making it even easier for customers to buy and return. It ensures faster returns for Stories which is where they benefit.

The dpd thing I can kind of understand, as long as it is free, but no exchanges is mad- I ordered with a code but got the wrong size, code has now expired so I won’t reorder at full price and will have a refund instead, and am also a bit annoyed - double fail for them! X

Grrrr. Yup, another lost customer, it basically means I can’t return stuff if I order from there. I don’t particularly mind paying for returns, it’s cheaper than me getting to a city. But convenience is the biggest factor for me, if I have to drive somewhere to send stuff back I just can’t fit it in.

$Tsna* Write to them and explain. I’d be surprised if they don’t ask you to email them after you place your order and they refund the difference.

They don't exchange? So they expect you to order every possible colour and size and then hang around while they refund your money?

They can piss right off.