Vanilia Reviews 51

Made a purchase online. Wanted to return some items. Followed instructions on website and requested a return label. Emailed twice before I received a label for domestic (Dutch) use. I'm in Sweden. Emailed again, received new, identical return label. Emailed once more, customer service was adament, this was the correct label. Went to delivery points for PostNord, DHL, Schenker, Bring. No one accepted label. Emailed again, customer service responded that yes, this is the correct label. Or, as the service person so eloquently put it, "it must be worked". Began to loose patience. Tried telephoning. Same service person answered phone. She refused to provide contact details to management because "they can't give you a label". She then went on to ask why I didn't just pay and print a label myself? Well I would have, if the return instructions had given this possibility. Or customer service had suggested it in their by now five or six previous emails. So, I payed and printed my own return label and left package at delivery point. Received email confirming return. Refund was to be made to my credit card. MINUS the shipping cost that I already paid. Really lost patience. Emailed requesting the shipping cost to be added to refund. Email back demanded my IBAN number. No, said I, add to refund. Once again, email demanding my IBAN number. Once again I replied that I WANT A REFUND. Now I got a reply stating that return shipping usually is the customers responsibility but that they (Vanilia), by the goodness of their heart, had made an exception when they offered to "pay" my return shipping. And that they needed my IBAN number.
I have never ever come across a customer service so unprofessional, so unhelpful, or so lazy. Not even close. Will never shop there again.

I don't usually write reviews, but things have got a bit ridiculous so I'm hoping this prompts some action.

I love this brand - the clothes are fantastic. But I live in the UK and there aren't shops here. So I ordered online - two items, some trousers and a top - total around £240 *including delivery.

About 10 days after ordering, I hadn't heard anything, so I followed up. I was told there had been an issue with my order and it had been returned (they hadn't bothered to tell me that - and no real explanation as to what that meant). I was also told they couldn't reissue it, so I would have to reorder. No mention of a refund.

I checked my credit card and I could see that around £40 had been refunded - that was it - so £200 missing.

I followed up to ask about the refund. I was told they could refund the "delivery" but they needed my IBAN number. I explained I needed more than the delivery refunded and that they didn't need my IBAN - they just needed to put it back on the credit card I paid with (as they had already done with the £40 (which I assumed was the delivery charge).

After quite a bit of back and forward, I finally saw the trouser be refunded (around £130). I followed up to check on the refund for the top. I was then told again they could only refund the "delivery" if I gave them the IBAN number. I reiterated again that it wasn't the delivery that needed refunded, but also that they had already refunded two amounts (the trousers and the delivery) to my credit card, so they just need to refund it to that.

I was then told I was being referred to the "receiving department".

On chasing again today - I've been told they will make an "exception" for this instance and refund the amount to my bank account - then asking for my bank account details and IBAN!!!!! I just want the money back to my credit card!!

I'm so disappointed as I love this brand, but this is genuinely the worst customer service.

I'm still out of pocked £70!

Very poor experience and no good customer service. I was excited to try their quality and ordered a blazer on sale. After a week I got no updates on my order so I emailed them to ask when they were going to ship it out. Received a reply like "sorry, this item is no longer in stock, your order is now cancelled". This is already very dissapointing and it looks like they just forgot about my order or whatever, otherwise why wouldn't they contact me proactively to inform about their stock error. The same item was still available in a bigger size so I asked to send me some measurement of that size, probably it would fit me as well. No reply. I followed up, no reply. I asked the same question on whatsapp, no reply again. This is just a joke. No proper communication with customers at all. Absolutely turned off by their attitude. They don't update you about your order, then they cancel it and if you ask questions they just ignore.

One of the few clothing brands I am actually excited about and happy to recommend to friends. Quality and fitting of the clothes is always outstanding. While I have not tried it yet, I do plan to use the tailoring service too for one of my pants from them. -1 star only because you cannot return items to the store AND returning has a shipment cost. I understand one of these, but both? Inconvenient. Edit: I might have remembered wrong, thanks for the reply and clarification :)) Giving the star back!!