SANDRO Reviews 1,361

I made an order on 14th of March, delivery was to be in 1 week, it was delivered in 2 weeks.
i receive the 3 clothes I return one of them as the quality of the fabric was not matching with the expectation and the trousers (the quality on the parts was much better then the gilet) and with the price-point I am paying I expect something from it!
Customer service reply has been really slow, inconsistent, they said that the clothe was not refundable as there was odor and no tag, when i asked pictures or proof of such they couldn't. I requested updated after updates, then they say that it has been sent back when i was no noticed of this, I was not informed of the tracking details .. the cloth is now lost.
I am trying to get refund, today 27th June they still haven't finalized my request!!!
CS really rude and not able to support.

they continued to mention that there is a chat in the website there is not: no from phone and nor from the laptop...

ridiculous, I'm really disappointed... I liked the style but the experience after sales its horrible

Geethika was very helpful and assisted me with whatever I wanted. Lovely lady.
(Selfridges-Birmingham).

I Tried over 10 times to buy an evening bag during their Memorial Day 30% off sale — but their site kept giving an error. I emailed them on the day of the sale to ensure they’d honor the discount, but they dragged the conversation out over days, asking for info and then going silent.

After I gave all the payment details, they ignored me completely. When I followed up, they brushed off everything and acted like nothing happened — no apology, help, or discount.

Their customer service is slow, careless, and dismissive. They made a sale impossible to complete and then refused to take responsibility. I felt ignored and disrespected. Never shopping here again.

I must be honest in saying that this was the worst customer service experience I have ever encountered, which leads me to seriously doubt that customer satisfaction is truly a priority for your brand.

I reported a quality issue with a top I wore for just three hours — during which I barely moved — only to find that several stones had already fallen off. This kind of damage is not the result of wear, but of poor craftsmanship. Yet, instead of acknowledging this and standing behind your supposed 2-year warranty, I was met with insinuations and deflections.

After submitting my complaint online, I was told to go to one of your stores. There, the store manager implied that I must have caused the damage myself, despite clear evidence of poor quality. I was then told that nothing could be done on-site, and that if I wanted “proper” support, I should shop in-store instead of online. This kind of attitude is not only disrespectful, but entirely unacceptable.

The online team took over a month to respond, only to suggest I repair the item myself. And after I informed them that I do not have lost stones to repair the item, they refused to do anything further. This shows a complete lack of accountability.

It is not about the money — it is about the principle and the lack of respect shown to your customers. Brands like Zara would have handled this situation with more integrity and care, offering an immediate return or refund. The quality of your products is clearly not superior, yet the price suggests otherwise. The only clear difference is in the customer experience — and unfortunately, mine with Sandro has been truly disappointing.

If there is negative number, I will give Sandro a negative one. Hard to reach customer service. Unclear final sale return policy. abnormal cut. inconsistent size.........

The customer service is unwilling to help anything when contacted.

Avoid
Order never receive
No refund and customer service stop responding half way

Despite we are big fans of the brand Sandro we are very disapointed in the way the tread their clients ! Customer service is below any level and full of lies. We have recieved about 8 e-mails with excuses and promises that everything we ordered finally was send. And after every e-mail we received the confirmation that it was send back to Sandro or that we requisted a return form ( about clothes we never received ). Seriously a very bad customer service for a brand that charges you a a-level price, not wurth it. We still did not get what we ordered and this time no reply to the e-mails anymore. They have lost another customer but I think they dont care as there are so many bad reviews and no replies to it.

I would recommend not buying directly from Sandro. Their customer service is nonexistent. It’s a shame. But with so many other brands like iro, ba&sh, Veronica beard, etc, you would think they’d respond to their customers. They don’t and it cheapens the brand.

Worst customer service ever, let alone for a brand that pretends to be a luxury one

Really enjoying the clothes, especially the orange blazer. Love the color.

OMG. The WORST customer service ever. The Rep was YELLING at me because I told him I was unhappy. He kept yelling, "call back and speak to someone else." Literally YELLING at me. NEVER, EVER buy from this company!

I will never shop at Sandro again.

I placed an online order and paid an extra €6 for express delivery, which according to your website guarantees delivery within 1 to 2 days. However, I received an email stating that the order will arrive in 4 to 5 days.

I called customer service and was told that the order preparation takes 24 to 48 hours, and only after that the shipping process begins, which takes another 2 days. So why does your website advertise delivery in 1 to 2 days if that only refers to the shipping time and not the full process?

I feel misled. It’s unacceptable for a luxury brand to offer such a misleading and non-transparent service. This has been the worst online shopping experience I've ever had.

I bought a pair of sneakers for Christmas and paid for premium delivery, which was supposed to take 3 days. It took two weeks to arrive. When they finally did, they were defective. Sandro confirmed it was a manufacturing issue and provided me with the return address, assuring me I would get a refund.
It's been almost two months, and I still haven't received my money back. Their customer service is the worst I've dealt with in a long time—slow, unhelpful, and completely unreliable.
I will never buy from Sandro again.

I ordered a specific size and received the wrong one. I sent it back immediately and tracking stated it was received by Sandro 2/21/25. It is 3/18/25 and their department responsible for issuing me a credit refuses to process it. I spoke several times to customer support and was told they can only email that department.
Their inability to issue refunds 4 weeks after receiving items is unacceptable. I love the clothing but dealing with issues is starting to outweigh the benefits. Incredibly frustrating being told that department can not be reached internally to resolve a very simply credit.

Customer service is getting worse and worse. I have been a customer for years, and the way they treat their customers is no longer acceptable. Every single order I place online has issues, such as misleading pricing, damaged goods, and no possibility of returning items to the store. This is a real disappointment for the brand - they definitely don't value their customers.

Terrible customer service. I ordered 2 items and figured the some other items that u had previously in the cart were automatically added back to the cart. Hence I was charge triple amount. I called them immediately after I saw the receipt to cancel. And they just didn’t care. And I had sent over 20 emails, and made so many calls and they are just not responsive. One of the items sent is also ripped. And they don’t sent the return label to me. It’s very frustrating. Absolutely theft

I’m used to buying online all the time and never have any issue. Their website just doesn’t work. Too bad, they lost a customer and a big sale

Great Brand , always looking forward to their new collection. Parisian chic. Excellent quality and customer service.

I had a very frustrating experience with Sandro. I ordered a birthday gift with express delivery to ensure it arrived on time. However, when the package was received which was late as well, it contained a completely different item from another brand.

Despite providing all the necessary details, including the tracking number and proof of the mistake, Sandro’s customer service kept insisting that the order was correctly delivered and asked me to file a lost package claim instead. Rather than investigating the issue, they shifted the responsibility onto me, even though incorrect delivery information can be subject to legal regulation.

Their response suggests that customers are lying rather than acknowledging their own mistake. This lack of accountability and poor customer service is unacceptable. I would not recommend ordering from Sandro and advise others to be cautious.

I NEVER RECEIVED THE ORDER. I ORDERED FROM SANDRO 910096692 IS MY ORDER NUMBER JUST IN CASE THEY WANT TO FIX IT. I ORDERED A WOOL COAT AND THEN GOT A NON BRANDED COAT WITH NO TAGS ON IT, I IMMEDIATELY RETURNED IT AND REQUESTED A REFUND. THEY DISAGREE AND DO NOT BOTHER FURTHER! NEVER ORDER HERE. SCAM!