The package of the clothes is really bad, no protection, there is no extra package inside they just lay inside the box. That's not what SANDRO should represent. The pictures on the website shou... See more
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See what reviewers are saying
Absolutely love the camel short sleeve wool top with pocket & the colour will go well with everything. Ordered a size small & fits perfectly also arrived very quickly too. Really looking forward to we... See more
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I love Sandro. I think the quality of the clothes, unique styles, and order turnaround time are really outstanding. However, this brand needs to be more size inclusive, especially when it comes t... See more
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when you try to return for free via the Sandro official shops in Berlin, they are not taking the items from the old collections and archive sales, however on the Returnschein it sais that only for fre... See more
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Company details
Written by the company
Née en 1984 à Paris, au cœur du Sentier, berceau historique de la confection, SANDRO s’impose dès ses débuts par sa capacité à capter l’air du temps et à le traduire en un vestiaire immédiatement identifiable. Des pièces justes, désirables, qui imposent une allure et deviennent, saison après saison, des incontournables. Plus de quarante ans plus tard, la marque rayonne bien au-delà de Paris et est aujourd’hui présente dans plus de 57 pays. Fondée par Evelyne Chetrite, qui continue de signer les collections femme avec exigence et intuition, la maison ouvre un nouveau chapitre en 2008 avec l’arrivée de son fils Ilan et le lancement d’une ligne homme contemporaine. SANDRO exprime un chic décontracté et affirmé : un équilibre entre masculin et féminin, sobriété et sophistication, silhouettes structurées et détails maîtrisés. Inspirées par l’énergie urbaine, l’art et le design, les collections évoluent au rythme du temps, fidèles à une exigence constante de qualité et de savoir-faire.
Contact info
France
- sandro-paris.com
3.4
Average
1K reviews
Replied to 46% of negative reviews
Typically replies within 1 week
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See how their reviews and ratings are sourced, scored, and moderated.
IOrde
I ordered the very expensive dresses come and paper bags no very nice so disappoint.
24 February 2026
Reply from SANDRO
Dear Michelle,
Thank you for taking the time to share your feedback.
We are sorry to hear that your experience did not meet your expectations, particularly regarding the packaging of your order. Your comments have been shared with our teams as we continuously work to improve our services and customer experience.
Kind regards,
Sandro Customer Service
Reply from SANDRO
Dear,
We sincerely thank you for your feedback following your experience at SANDRO. We look forward to seeing you again very soon.
Sincerely,
SANDRO Customer Service
Ease of ordering and delivery
Ease of ordering and delivery. Quality of bag is top tier!
23 February 2026
Reply from SANDRO
Hello Karen,
Thank you for taking the time to share your opinion. We hope to have the pleasure of welcoming you back to SANDRO.
Sincerely,
SANDRO Customer Service
They scammed me and don’t react to my…
They scammed me and don’t react to my email and i spended too much time on then
23 February 2026
Reply from SANDRO
Dear Daniel,
Thank you for sharing your feedback.
We are truly sorry to read about your experience and understand your frustration. Please be assured that this situation does not reflect our standards, as transparency and customer satisfaction are very important to us.
We can confirm that our Customer Care team has now reviewed your case and provided a solution. We sincerely apologize for the delay in communication and for the inconvenience caused.
Your feedback is valuable and helps us improve our service.
Kind regards,
The Sandro Customer Service
Quality as expected
My first product from Sandro. Quality wise as anticipated, nicely packed.
23 February 2026
Reply from SANDRO
Hello Anastasia,
We sincerely thank you for your feedback following your experience at SANDRO. We look forward to seeing you again very soon.
Sincerely,
SANDRO Customer Service
Order still not arrived!!!!!!!
I ordered a package on 31st January and it still has not been received!!!! Where is it! I want a refund
27 February 2026
Unprompted review
Reply from SANDRO
Hello Charlotte,
Thank you for taking the time to share your opinion.
We are sincerely sorry to hear that your experience did not meet your expectations. This does not reflect the level of service we strive to offer our customers.
Unfortunately, your review does not allow us to investigate further, which is why we sent you a request for information by email, to which we have not received a response from you. Your feedback is valuable to us, so we invite you to contact our customer service department directly via our web form, providing all the details of your experience.
Sincerely,
The SANDRO Customer Service Team
Reply from SANDRO
Hello Elen,
Thank you for taking the time to share your opinion.
We are sincerely sorry to hear that your experience did not meet your expectations.
This does not reflect the level of service we strive to offer our customers.
Unfortunately, your review does not allow us to investigate further, which is why we sent you a request for information by email, to which we have not received a response from you.
Your feedback is valuable to us, so we invite you to contact our customer service department directly via our web form, providing all the details of your experience.
Sincerely,
The SANDRO Customer Service
First time Zip broken
First time Zip broken. 2th time i ordered L and received a XXL what is wrong with this company, never ever experienced something like this.
25 February 2026
Unprompted review
Reply from SANDRO
Hello,
Thank you for taking the time to share your opinion.
We are sincerely sorry to hear that your experience did not meet your expectations.
This does not reflect the level of service we strive to offer our customers.
Unfortunately, your review does not allow us to investigate further, which is why we sent you a request for information by email, to which we have not received a response from you.
Your feedback is valuable to us, so we invite you to contact our customer service department directly via our web form, providing all the details of your experience.
Sincerely,
The SANDRO Customer Service
Superb easy to navigate website
Superb easy to navigate website, superb styling and quality material. Stunning designs and collabs.
20 February 2026
Reply from SANDRO
Hello Anil,
Thank you for your feedback. We look forward to welcoming you back to SANDRO soon.
Kind regards,
The Sandro Customer Service
I didn’t receive my order
20 February 2026
Reply from SANDRO
Dear Lida,
Thank you for taking the time to share your experience.
We sincerely apologize for the inconvenience you encountered. Your situation has been taken into account by our teams.
At Sandro, customer satisfaction is a priority, and your feedback helps us to continuously improve our services. We hope to offer you a better experience during your next visits.
Kind regards,
The Sandro Client Service
I purchased a couple of items on…
I purchased a couple of items on January 28th from the official Sandro US online store. A few business days later, part of my order was shipped, but I am still waiting for the remaining item and have not received any updates. It is now February 23rd.
23 February 2026
Unprompted review
Reply from SANDRO
Hello,
Thank you for taking the time to share your opinion.
We are sincerely sorry to hear that your experience did not meet your expectations. This does not reflect the level of service we strive to offer our customers.
Unfortunately, your review does not allow us to investigate further, which is why we sent you a request for information by email, to which we have not received a response from you. Your feedback is valuable to us, so we invite you to contact our customer service department directly via our web form, providing all the details of your experience.
Sincerely,
The SANDRO Customer Service Team
I’m very disappointed with the level of…
I’m very disappointed with the level of customer service I received. The representative was arrogant and repeatedly talked over me without giving me the opportunity to fully explain my situation. She also hung up on me when I tried to make her listening to what I had to say.
Being interrupted and dismissed as a customer is frustrating and unprofessional. I expected basic courtesy and respectful communication, but that standard was clearly not met.
18 February 2026
Unprompted review
Reply from SANDRO
Dear Camelia,
Thank you for taking the time to share your opinion.
We are sincerely sorry to hear that your experience did not meet your expectations. This does not reflect the level of service we strive to offer our customers.
Unfortunately, your review does not allow us to investigate further, which is why we sent you a request for information by email, to which we have not received a response from you.
Sorry again for the inconvenience caused.
Sincerely,
The SANDRO Customer Service Team
Update to my review - no response no parcel received
Re: Oder no 820449207
After my initial complaint, Sandro replied publicly with an apology and mentioned that my case would be passed on to the appropriate team. I was glad to finally receive some form of acknowledgement.
However, the only update I received was on 5 February, stating that my parcel had been dispatched from my order status. Since then, there has been no response again, order status is still stated ‘dispatched’ and the parcel has still not arrived. It feels I am being ignored once more.
I am still waiting for this issue to be properly handled and resolved. It’s so frustrating to wait over a month for a delivery from a premium brand is unreasonable and extremely disappointing.
17 February 2026
Unprompted review
Reply from SANDRO
Hello Emma,
Thank you for sharing your feedback, and please accept our sincere apologies for the situation you have experienced.
At Sandro, we are committed to delivering a level of service that reflects the quality and standards of our Maison, and we deeply regret that your experience has not met your expectations. We fully understand your frustration regarding the unusually long delay and the lack of clarity surrounding your order.
Please be assured that your case will be handled as a priority so that a full review can be carried out and a solution provided as quickly as possible. We remain fully committed to resolving this matter promptly.
Thank you for your patience, and once again, please accept our apologies for the inconvenience caused.
Kind regards,
Sandro Customer Service
I am updating my previous review
I am updating my previous review. After receiving no response to multiple emails and contact form submissions regarding a defective T-shirt, I left a negative review here.
Shortly after posting the review, Sandro responded publicly, apologised, and stated that my case would be forwarded to the relevant team. I appreciated that contact was finally made.
Unfortunately, since providing all requested information, I am once again receiving no response. It feels as though I am back to square one and being ignored.
It is disappointing that a public review was required to prompt communication in the first place, and even more disappointing that consistent follow-up is still lacking. I am still waiting for this matter to be properly addressed and resolved.
17 February 2026
Unprompted review
Reply from SANDRO
Hello Beata,
Thank you for taking the time to update your review, and please accept our sincere apologies for this situation.
At Sandro, we are committed to providing an experience that reflects our standards, and we deeply regret that this has not been the case for you. We fully understand your disappointment. This is certainly not the experience we aim to offer our customers.
Please be assured that your case will be escalated to the relevant team as a priority so that a concrete solution can be provided as soon as possible. Careful follow-up will be ensured until your request is fully resolved.
Thank you for your patience, and once again, please accept our apologies for the inconvenience caused.
Kind regards,
Sandro Customer Service
Refund not processed
Over a month ago, I received confirmation by email that my return had been received and that my refund would be processed. To this day, the money has not been credited back to my account.
Customer service keeps stating that, according to their finance department, the refund was processed — yet I have not received anything. Emails are not being properly addressed, and no one seems willing to investigate what is clearly a system or backend issue.
I will seek legal support in the Netherlands, as it is unacceptable that a customer does not receive their money back after a confirmed return.
I would not recommend purchasing directly from their website. Unfortunately, they have lost a loyal customer.
17 February 2026
Unprompted review
Reply from SANDRO
Dear Patricia,
Thank you for taking the time to share your opinion.
We are sincerely sorry to hear that your experience did not meet your expectations. This does not reflect the level of service we strive to offer our customers.
Unfortunately, your review does not allow us to investigate further, which is why we sent you a request for information by email, to which we have not received a response from you.
Sorry again for the inconvenience caused.
Sincerely,
The SANDRO Customer Service Team
Terrible customer service
I filed the return, provided all the needed documents and sent to Sandro but they ignored my email. I sent several emails to catch up but nobody replies. Now I dont know what should I do, and the refund hasn’t been issued. I called the customer service but nobody replies. Its really terrible
11 February 2026
Unprompted review
Reply from SANDRO
Hello,
Thank you for taking the time to share your opinion.
We are sincerely sorry to hear that your experience did not meet your expectations. This does not reflect the level of service we strive to offer our customers.
Unfortunately, your review does not allow us to investigate further, which is why we sent you a request for information by email, to which we have not received a response from you.
Sorry again for the inconvenience caused.
Sincerely,
The SANDRO Customer Service Team
[UPDATED] Premium Prices, Poor Presentation and Worse Customer Service
UPDATE: Following my original review, Sandro customer service contacted me via Trustpilot requesting my details and order number, suggesting they wanted to look into the matter further. However, after providing the requested information, I was simply offered the same resolution — that I could return the item to a store for a refund. This was not helpful, as I was already aware that returning the item was within my consumer rights. My complaint was never about whether I could return the hoodie, but about the poor packaging, the condition in which a premium product arrived, and the disappointing level of customer service that followed. Unfortunately, these concerns were once again ignored, and the outreach felt more like an attempt to appear responsive publicly rather than a genuine effort to resolve the issue.
______________
I recently placed an order with Sandro for two hoodies intended as gifts. The items were delivered in two separate parcels. The black hoodie arrived in good condition and was well presented; however, the brown hoodie arrived in a very disappointing state. It was scrunched up and heavily wrinkled upon arrival, clearly not packaged or handled to the standard expected from a premium brand.
As this item was purchased as a gift, it was not in a suitable condition to present. I would not expect this level of packaging or quality control from a prestige brand such as Sandro, particularly given the premium price point. This is the kind of experience one might associate with a high street or discount retailer, not a brand positioning itself as luxury.
What made the experience more disappointing was the response from customer service. After getting in touch to explain the issue, I was informed that no compensation or meaningful resolution would be offered. Instead, I was given a 10% discount code for a future purchase. Given the experience I have had, it is unclear why I would want to place another order. The response showed very little care for customer experience or brand integrity.
To make matters worse, the item is now out of stock, so reordering is not even an option. I expected a more appropriate resolution, such as a partial refund or another form of compensation, particularly considering the condition in which the item arrived and the fact it was purchased as a gift.
Overall, this experience has been extremely disappointing and not reflective of the standards I expected from a premium brand.
3 February 2026
Unprompted review
Reply from SANDRO
Dear Zoha,
We are sincerely sorry to read about your disappointment regarding the presentation of your item and the experience that followed.
This is certainly not the impression we wish to leave, especially for a gift purchase. We fully understand your frustration and have noted your feedback carefully.
Our Customer Service team will be reaching out to you shortly to review your situation.
Sincerely,
The Sandro Customer Service
Sandro is the worst clothing experience…
Sandro is the worst clothing experience I had recently. I bought two jackets and one dress. They do not fit at all. I got them on Sale; the customer service is extremely rude! and did not even want to do store credit. She said I can sale back to Sandro back, it is a totally trap that make you buy something that is not good and sale cheap back. The clothes smell bad as well. So please do not buy from them again! NEVER!
4 February 2026
Unprompted review
Reply from SANDRO
Hello Ying,
Thank you for taking the time to share your experience. We are sincerely sorry to hear that your purchase and your experience in store did not meet your expectations.
This type of situation does not reflect the standards of quality and service that Sandro strives to offer. Your comments have been forwarded to the relevant teams so that they can be taken into account and contribute to improving our practices, both in terms of the in-store experience and the support offered to our customers.
We apologize for the disappointment caused and thank you for your feedback.
Kind regards,
Sandro Customer Service
Terrible customer service
Terrible customer service
My parcel was delivered to the incorrect address on 24 December 2025. Between Chronopost and DPD the address got mixed up. I tried several times to get hold of Sandro with no luck. I finally received a response on 13 Jauary to complete a ‘Form of Honour’. I attached all the tracking evidence showing incorrect delivery etc. The only response I received was that a case would be opened.
I chased again on 27 January and received a response on 30 January asking me to complete the same form. I sent it straight back.
2 February I received a note saying that I did not respond and my case is closed…
What happened to my clothing and £500+ spent on it????
The worst customer service I had ever experienced.
2 February 2026
Unprompted review
Reply from SANDRO
Hello,
Thank you for taking the time to share your experience. We sincerely apologize for the difficulties you encountered.
We fully understand your dissatisfaction with this situation.
We can confirm that your order has been processed by our customer service department and that your order has been refunded.
At Sandro, customer satisfaction is a priority, and your feedback is essential in helping us to continuously improve our processes and communication.
We hope to have the opportunity to regain your trust and offer you a better experience in the future.
Sincerely,
The Sandro Customer Service
Sent a defective product - order 820449691
REQUEST-01495438 / order 820449691
I purchased a bag from Sandro online and have been sent a defective item.
I have contacted Sandro via their online web form with order details, item details and pictures. I received a response asking me to send pictures and item details - all of which I have already shared on my original contact.
I have since contacted Sandro 5 times via email, instagram and web form to re-send the same information I have already sent and still not had a response. They do not have a phone number, or online chat facility even though their website states they have online chat. This feature is disabled so it’s essentially a false claim that they offer it. From other reviews I can see other customers have stated online chat is not available. I rang a local Sandro store and they equally said they cannot provide a phone number to contact Sandro and neither can they help in store.
Sandro you have £240 of my money. You have not contacted me back or resolved my problem. I am fed up of waiting. This is not acceptable customer service.
Please refund me and collect the defective item.
Regards
Sukhi
22 January 2026
Unprompted review
Reply from SANDRO
Dear Sukhi,
We are truly sorry to read about your experience and sincerely apologise for the frustration and inconvenience caused. This is not the level of service we strive to provide.
We understand how disappointing this situation must have been and regret the lack of clear communication you experienced.
Our Customer Service team has now been in contact with you directly to provide a suitable solution and assist you further. Please do not hesitate to reply to them if you need any additional support.
Sincerely,
Sandro Customer Service
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