ABOUT YOU Reviews 20

I usually have good experiences with About You, but this time I was really disappointed with how a simple issue was handled.
I ordered a pack of 3 lace panties and after the very first wear the lace on one pair completely came apart. I sent clear photos to customer service showing the defect. Instead of resolving it based on the photos, I was told that I must send back the entire pack of underwear for inspection.
This felt quite unreasonable and uncomfortable to me, especially since it involves used underwear and only one piece from the pack was defective. I had already thrown the damaged pair away because it was completely unusable, because I wasn't assuming they would need me to send used underwear back.
I understand that companies have procedures, but in situations like this I would expect a bit more flexibility or a goodwill solution for a clearly defective product.
It’s a shame, because otherwise I’ve had good experiences shopping at About You.

Order number available if needed.

I placed an order on 23 November 2025 (order number aycz-554-354518841).

The shipment status did not change for weeks and later was suddenly marked as “delivered”, even though the parcel was never delivered to me. I did not receive any SMS, email, or notification from the courier, and no one contacted me regarding the delivery.

I contacted customer support multiple times.

First support ticket: 21718007

Most recent automatic reference number: 22105054

On 8 December 2025, I received a response saying the order was delayed and asking for patience. Since then, I have only received automatic replies stating that customer support is very busy. The last automated response was received 10 days ago, and I still have no resolution, no parcel, and no clear explanation.

After more than one and a half months, this situation is extremely disappointing. I expect either a clear proof of delivery, a replacement, or a refund.

I used to like shoping here but the last 2 orders have been a mess. First one arrived after 2 weeks but at least it was correct. The last one arrived a few days late, which is a little more understandable because of the holidays; but I received a wrong item. If these cases were isolated, it would've been fine, but two in a row? And now I have to go to a place to send the wrong item back instead of the carrier coming to me. Because they messed up, I need to take time to drive somewhere (no pickup place near me) to get my money back.

Never shopping here again.

At least the customer service operator was nice and helpful.

claiming order was shipped, long past the promised delievry date, lady from the contact centre told me yeah sorry i cannot give you any timeframe for when it will finally leave the distribution centre. unacceptable behavior.

Hi! Good day! Can you tell me if you are selling legit and genuine products? Specifically on shoes? Because i just bought a Nike Dunk Low, and it aapears to have some flaws on it, like the stitches, some unwanted markings and some slight damage near the shoelace hole. Please response ASAP, I need an answer for this matter. I wrote an email a week ago but still no response! Thank you.

Slow delivery but never had a problem with a order. So i do recommend for sure..

Yes,Yes,Yes. Fast service, Fast changing of items. Now I have Great boots in super quality!!!! Thanks!!! And About You returned me money quickly and seriously!!!!
My RESPECT!!!
Petra