Uterqüe Reviews 98

Customer service is ignoring my requests for a return. Their website redirect you to many different channels (WhatsApp, online form, email, and even Massimo Dutti's website!) but without response. I hope this message will help getting in touch with them, as I am now down £180 for clothes that do not fit and are extremely overpriced given their quality.

Never, never order from this website and pay in advance. You better use a form of payment afterwards. I ordered for 250€ beginning October 2021. I returned the order and I am still waiting, now beginning of February 2022 (more then 3 months), to receive my money. I wrote several time to Uterque, the only answer I got is, we have paid your return.
Customer from The Netherlands

TERRIBLE customer service. I have been trying for 2 weeks to return an item and no one gets back to me. Really stressful and unresponsive.

The one star isn’t justified at all but zero stars is not an option here.
I can only warn people not to order from there unless they are happy to keep all items, regardless of those being the wrong size or otherwise unsuitable. There are no automated processes, no return shipping address so one is left to call or email their customer service. They confirm having the items picked up by a courier within three days, only no courier ever contacts you or turns up. Each email asking for the return address is either ignored or they ask you to explain everything from the beginning, despite past email exchanges. In other words, reserve several hours over several weeks to try (emphasis on trying!) and make them collect the items, provide the shipping address or otherwise process the return. It’s frustrating, no clothes are worth this effort. They mainly ship to countries with practically non-existent consumer laws and it’s obvious why.

I can't return items from my order and nobody from Customer service reply on my e-mails or calls during two weeks! It's incredible bad service. I want to receive my money back and return goods which I don't need. Please contact me, if someone from Uterque read these message!

Its impossible to make a return.
After an automated email that my return is being processed,no contact was made. I have already filled a complain through the site but reading all the negative reviews made me more worry that my return will never happen. As the most of people stated, i thought that since Uterque is in the same company with Zara, the return policy would be valid. Please read the reviews before making a purchase from any site and dont make the mistake i did!! Will never buy from this site again.

Terrible service. A month ago I managed to return a shipment, but the amount was not refunded. For several days I have been trying to return products on another order, completely without success. They don't reply to my emails. The site ignores attempts to return products. I'm disgusted with the service. Do not order.

UPDATE: my credit card company found in my favour as Uterque couldn’t be bothered to reply to the dispute so the charges were wiped plus I got an item I can now sell on. More fool them. HOWEVER note that I have now been blacklisted from Zara.com! My orders around this time were immediately being refunded. Customer service were very cagey as to why and only admitted the link when I asked them after 3 times of it happening. Imagine the nerve of this when their sister company are completely in the wrong. Trading standards where are you?..avoid like the plague.
..........
Should’ve listened to my spidey sense and avoided- no retailer should have a collection-only return policy, it’s dodgy practice. The customer is basically at the mercy of whether this company bother to respond or not. Which they don’t.

In the last few weeks I’ve filled in numerous online return request forms, complaints, emails and a phone call- to no avail. I’ve twice been told UPS would collect the return but surprise surprise they haven’t. I was told that items can ONLY be sent back via them. This is surely as close to a scam as you will get. I’ve now had to instigate proceedings through my credit card company to get my money back which is ridiculous. So Uterque are basically denying you your statutory rights to return unwanted items, how are they getting away with this?? Do not buy here people- the clothes are absolutely not worth the hassle.

Horrible!!!!!
I don’t know how to do right now?! Where is my money if their customer service says it’s unsubtle to ship to US? Why did they even show stuff on their web site in the first place? Incompetent customer service.
Any advice how to get money back?

Considering this is an Inditex brand, I assumed they're trustworthy. But do not buy from this brand. They will charge you and not send the product. In addition, their customer service is incompetent. All they say is that it's stuck in customs. I order from overseas frequently and have NEVER faced this. Their tracking number leads you to a page that says tracking doesn't exist. And they don't even give a refund or reply after 1 email. THE WORST Experience ever.

I sent my return two weeks ago, it was received, but still not processed - they didn’t even send me an email to confirm reception or when I’ll get a refund. Tried reaching out to customer service, no response for several days. Very poor online shopping experience where they don’t know how to manage returns appropriately. Also, I ordered two items out of which one arrived with a defect.

Update - the company has since responded, only to say that my parcel seems stuck in customs. Been nearly 2 months and waiting a solution following a further msg to them. I think it’s lost …

Wish i had read all the poor service comments online before I ordered my birthday shirt which has not been delivered a month later. Fedex says I was given a wrong tracking no, and no response from the company on my request to fix. Never had to deal with something like this, but seems like a Uterque pattern … and this retailer is affiliated with Zara????

I ordered a dress in July that did not fit so I immediately requested a return. I was advised that UPS would contact in 3 days and collect the item. I was never contacted by UPS and no one ever tried to collect. I have contacted ten times since, by email, phone and WhatsApp, and each time Uterque have just tried to tell me UPS will collect. On my last call, I was assured that the relevant department would contact, but they did not and I just got another email telling me that a new refund request had been raised. We are now five months on and I am £155 down. Appalling service - if UPS is at fault, then uterque should raise it with them and refund the money in the meantime, or at least make more effort.

Irresponsible company. They gave me a non-existent tracking number, customer service does not respond. Would not recommend.

horrible customer service.
they wont reply to emails. its a very disappointing process to return the goods. the email communication does not work.

apparently 2months later I managed to get the reply from the Facebook messenger and they helped. and I was refunded. thank you.

The garment I saw online looked amazing but the quality of the garments I received were terrible and not at all representative of the price paid although the designs were great.
Trying to arrange a refund is proving very difficult as I am unable to stay in for three days to await a collection
I would never attempt to use this company again and am shocked that Zara have an association with them
….. two weeks later … I have to now add that the garments were collected and a full refund given.

Ordered a gold bag, the bag came in the green. The customer service has been shocking in trying to return these and no offer for them to rectify the issue and to send me the right product?! Seriously. Wouldn't shop there again.

Don't use them. The quality of their products for the price is poor and when you try and return items they give you a 3-day window for collection with no update on collection times. I can't believe Zara actually own them as they feel like a rubbish startup.

I ordered a pair of pants and loafers, before reading anything here on trustpilot. When i got the package is was so confused, the trousers was nothing like the picture on the webpage. And when i say nothing, i mean nothing! The fit was totally off, almost like it was a totally different pant. Like the tragic "what i bought vs. what i got"-memes you see of wish-purchases, haha! Also the fabric, yeah, i have no idea. Let's leave it at that.

Then on the other hand, the loafers. Omg, amazing quality. Perfect, absolutely perfect!! They indeed know how to tailor leather!!

Anyway, when i tried to return the pants i didn't really get any response on either email or contact form on the webpage. So i decided to call, i guess that the costumer service girl and i agreed on my return, but i never got any information back from her. But before i had time to call costumer service again i got a reply from the contact form that made my return possible. Today i finally got my money back (which is 1 and a half week from sending back the package). So all in all, it was a pretty decent experience, and I guess that the other reviews here on trustpilot doesn't really represent my experience of Uterqüe, which made me want to share my thoughts. So yeah. Here you go! Bye!