Descended from Odin Reviews 

I hear the great reviews about their products and everything looks incredible. But the customer service is severely lacking. I only ordered a ring and have waiting close to a month to hear if it bj as even shipped. I've dm'ed them on social media, emailed many times to try and get some sort if explanation or answer. Every attempt had fallen on dead ears and idle hands. I was so excited to get the ring and support this business but now I'm left in disappointment. This is a final attempt at some sort of intervention before I give up and shop elsewhere.

Will update review if I hear anything from the team, see you guys soon.

Okay, I have repeatedly emailed Descended From Odin but am getting absolutely no response. I hope they see this review and answer my emails.

I placed an order in November for a sweater and a necklace. The order was accepted and everything was great. A month later, since nothing had turned up (and it was a Christmas present) and I had had no confirmation that the items were sent, I emailed asking if they could track it down for me. They replied a while later saying "The sweater is out of stock in your size, we were able to send your necklace out today :) " Considering it clearly was NOT out of stock when I placed the order, and considering a month had passed since I placed said order, they obviously made a mistake and forgot to fulfill my order.

It was Christmas, I get it, they're busy and it seems like they're a small company. Mistakes happen, we're only human.

But I was kind of annoyed that they didn't even offer an apology of any kind. It seems like it should be standard procedure when you've failed to give a customer the thing that they've bought and paid for, right? But whatever, I wasn't going to make a big deal over it.

I asked for a refund on that item since I'd clearly never get it.
They offered me a different sweater.
I said no and asked for the refund.
They offered me a credit for another sweater.
I said no and asked for a refund.

I tried to be calm, and reasonable - like I said, we all make mistakes. I was polite through all of this, even if I did let them know that I was sad and disappointed that I couldn't give my husband one of their awesome sweaters from Christmas. But it has been months now and no one is responding to my emails anymore. As far as I'm aware no money has been refunded.

It's so disappointing because the company seemed so cool and the products look lovely, and I was so ready to support them and be a repeat customer.

I don't know what to do, other than find anywhere online that I can to write this review and see if it will make Descended From Odin respond to my emails.

It seems like from October 2019 onwards there have been a lot of similar issues to mine.

I don't want to badmouth Descended From Odin or warn others off. It seems like if you get the items you order they're beautiful and everything is dandy. But if something goes wrong there doesn't seem to be any guarantee that they will even respond. Buying online should not be a gamble. I understand, again, they're a small company. Perhaps they need to invest some more money into expanding their customer department. I mean, I love all those gorgeous promo shots of Iceland as much as the next person but what's the point in having glossy expensive press if you can't respond with proper customer service? There will always be issues and errors for even the best and biggest companies. It's about how you respond to them.

Oh and before someone calls me a "hater" (nope) or "rude" (nope): this isn't about me being too impatient to wait a week or two. It's been months with no response.

I really wish I had read the reviews below before buying from what I thought was the fantastic Ragnarok sale, I can't usually shell out for clothing so was really excited to be able to afford a few items I'd basically been pining over for a few months now.

However, after coming here I realise I too need to share my experience, at the time that I ordered - the website did not mention a 7-10 day lead time on the checkout page (at the time), so I sent a quick email after day 8 to ask where my items were - an automated response said they were up against it. This was fine, I totally understand the small business aspect, at least the information was somewhere - I then got a shipping notification on Sunday night and at the e-mails insistence "should be with you in 1-3 working days". It's day 6 and nothing has appeared and I haven't had a response to any of my two queries, and if the other reviews are anything to go by I'm unlikely to receive anything either - in answer or in product.

I'm really disappointed, I may not be a big spender but was hoping to finally have something from this retailer, I now have nothing and am out of pocket. I'm willing to give it a few more days (as in product in hand) before I claim through Paypal. Should I actually receive anything I'll update this review.

I have tried to check with the post office but they've said they can't help me without an item number - but I've had no cards through the door if it was signed for so I can't give them anymore information. That being said, a shipping confirmation with the information from the first class mail they claimed they sent it is - but their website isn't working properly either, so I can't get the info from there.

My order number is #37582

Updated review: I did eventually receive my items but no, they were not shipped when the shipping email claimed, that would have been impossible. So basically they sent me a "shipped" email and then didn't actually send it until 5-7 days later. The product itself is OK, comfortable even, but could never trust this company again after waiting basically an entire month to receive product. I understand everyone can't operate like Amazon but this was an unpleasant experience of absolutely no customer service - to rub salt in the wound, DFO sends through more "sales" emails and at one stage a "£10 off as an apology" blanket email to everyone without apparently trying to reach affected people directly. 2/10, won't order from again.

Further edit: As you can see from the response below apparently they are back to just yelling at people who have had bad experiences instead of working to rectify the situation - and months later at that. As such, I've just taken my review down to one star. This is fairly unstable behavior from a retailer. There are other websites with similarly themed gear you can get better service from.

First time dealing with them. Cloak never arrived. Customer service appalling. They say they are small firm and can't cope with all the emails. Well if you can't cope don't take the orders then. Asked for a refund. Have not got it. Thats fraud in my book. I suggest we all get on to trading standards. I will be.

Avoid at all costs.

*edit after the reply from vendor. I have sent repeated emails asking for a refund. Why would I want store credit now? Vendor is trying to look respectable but still has my money. I WANT A REFUND!

Exactly the same boat as other reviewers with the staithes hood preorder, no communication whatsoever. It is a shame as previous products I have ordered are good quality but these events are simply disrespectful.

Edit since it doesn't seem like you can reply here.

My order was actually not delivered, the tracking order you cited was for a different order I did receive but my complaint and refund was for another order that I did not get an order number for and I did not receive.

In case your mixups are still happening the order you are quoting was my order number #33501 for which that tracking is associated. My refund was for order #31257 which I have no tracking for and did not receive.

ordered and paid for a staithes hood last october and still waiting to recieve it. have emailed 5 times since the beginning of january and had no response. on checking with Royal Mail with the tracking number provided, Royal Mail state they never received item from DFO.
its great DFO are looking forward to wacken, having constant sales to make room for new stock and running raffles for trips to iceland, but spending time replying to emails and sorting out customer issues would be greater. a £95 hood may be nothing to DFO but it is to me. having come across these other reviews, it appears im not the only person to be having problems.
i dont wish to sound rude or aggresive as previous orders have been received with no problems, but a simple response to an email advising whats going on would be polite and courteous and alleviate cocerns of being ripped off and ignored.
tim allison.

My name is Luke Harrison I ordered a Kveldsongr Cloak L back in October, order number: #31118

Honestly this seems to be the only real way of getting in touch with DFO as I’ve emailed about it maybe 6/7 times with no response at all, you seem to have time to post/comment on social media everyday, send out your newsletters/promos ect but not reply to actual emails? Especially ones that I would consider high priority.

No one has done anything at all to rectify the issue or let me know what’s going on, I received one email from you regarding my cloak and that it was ‘lost in transit’ by your courier on the 7th Jan, and wether I would like a refund or voucher, to which I replied instantly asking for a refund or the possibility of another cloak being sent, stating that I wouldn’t mind waiting.....and yet still nothing some 20 days later.
Having already waited a couple of months, not arriving before xmas, to then be told the item was just ‘lost’ And then STILL no reply is the reason for the 1 star.

In any case there’s only so patient one can be, I don’t wish to sound rude or aggressive in any way I just want my money back at this point, ive accepted there’s no chance of getting a cloak and so I’ve emailed back many times asking for a refund while remaining as polite as possible.
I buy pretty much all of my clothes from smaller businesses such as yours and never encountered anything quite like it to be frank, I’m starting to think you’re just going to keep my hard earned money and that’s it DFO? First and definitely last time buying I’m afraid.

Still waiting on a Pre-ordered item from order #32340. I've now sent 5 emails to customer support over the last month enquiring after they informed everyone the hoodies were in country on 29/12/19. Absolutely no response as of yet and no sign of order either.

Update: Within hours of posting this I have had an email from them informing me it had shipped and to check with my post office, replied to and will update with their response.

Update 2: Radio silence since last email telling me to check post office and get back to them

Update 3: 10/02/20, still no response to anything. still no item received

Item paid for on 18th December as a present...... Still not delivered as of today. I complained and sent several emails. Terrible customer service absolving themselves of any responsibility and saying it's someone else's fault and that they're a small company so don't blame them!! I also complained on they're instagram account and they blocked me. Don't waste your money.

Edit. Adjusting my review to reflect the quality of items purchased. I'm keeping the below still here, as it is a reflection of what occurred, but I can understand the business they've been through.
Tarren shortly responded to me after my initial review to explain the situation, and has adjusted their autoresponse to reflect delays they've been having.

I've been purchasing items from these guys for the past 6 months. I have a multitude of t shirts, jumpers, hoodies, and soon to be leather jacket. Everything is absolutely outstanding, and my favourite things to wear everyday. The quality is unrivaled, comfort sublime and pricing seriously good.

I really love what DFO do, and will continue to support them.
-------------------------
Greatly love their clothing range. Spent a good £500 or so across a fair few months including preordering items. I then thought I'd order the Leather shearling jacket.

It was placed in October for a December shipping. Ive emailed them countless times between December and today trying to get a rough estimation as to when it'd be dispatched. No contact other than automated response.

I have contacted them before, prior to October and received prompt, courteous responses.perfect customer service.

However since, has been a bit of a different story.

I get there's a wait, that's absolutely no issue. There was a delay with the hoodies, again, no issue. I was kept up to date and I'm happy to be patient. The clothing is worth it!
However I never received a response from any of my emails in regards to the shearling jacket.
Last week on the 16th of Jan, when logging into my account I saw that the order status was now fulfilled. However, I've not had an email from them nor is there tracking information with the order like all of my previous orders had. It states it can take up to 3 days from being marked as fulfilled before its actually dispatched. Including today, it'll be almost 5 working days.

It's coming close to a week since my order has been fulfilled, and nothing has arrived as of yet nor have I received a response to my emails.

I've also tried contacting on both Instagram and Facebook. I get they're busy but there comes a point when I've been waiting 3 months for a response and still not had one.

I'll reiterate, I love the clothing and the brand. But you it definitely needs work on customer service and hire more staff if becoming this inundated with emails.

I don't think it's unreasonable to have expected a response or to be updated with my order.

Ill update my review at a later time if and when I receive my item and/or communication from them. However if the silence continues, I'll have no choice but to put in a charge back as its a lot of money for an item not received.

I hope I hear from you soon as I really love what you do, but I'm really feeling disheartened by lack of communication and ability to converse with you.

Thanks,

Ollie

We loved this company the brand and its clothes and have placed multiple orders spending over £1000 with them. Last August they advertised for pre order for December the Kveldsongr Cloak and Staithes Hood Jumper. We placed an ORDER #28771 with them and some other stuff that was in stock already. We managed to get the other items sent first but then was worried when on the website it said order fulfilled. We thought obviously they know they haven't sent them as they are not in stock for months yet.

They advertised the preorder items again in November and we placed further orders for Christmas presents for people.

Come December unfortunately there was a delay and the items did not arrive so no presents for people. Eventually the items we ordered later arrived early January but not the Kveldsongr' Cloak and Staithes Hood Jumper.

We have sent multiple emails Facebook messenger and posts to them but all except one never got a reply until Julie got back to us and said she would look in to it but she thinks she remembers sending them, Said she would get back to us that day but still no reply a week later ! There was no email or Royal Mail tracking as with other orders and we ordered the same jumper in a different order. Still no reply to emails ect. We have sent a recorded delivery letter and hopefully that will get it sorted or this review.

I placed an order(28388) last year for the Staithes Hoodie which I received just over a week ago. Unfortunately the t-shirt I ordered at the same time was not in the delivery. Despite emailing them twice over the last 7days all I get is an automated response!! I would really like to buy more from this company but this lack of customer service has put me off.

ORIGINAL REVIEW (2-STARS): I do love this company - the products, the aesthetic... just about everything. I would love to leave a 5-star review, as I've bought a few products from the them over the past year that have been excellent.

But recently, I had 2 orders out with them that were completely botched. The first order, I just had a few small items, and it got lost in the mail somewhere, somehow. I've been trying to contact them about it for 2-months now, and have yet to receive an actual response (just an automated response).

On the other order, I pre-ordered one of their cloaks, and they apparently lost a whole shipment of them. Thus, I received an email addressed to me regarding this lost order, and offered to either refund me and give me a voucher for less than I paid for the cloak. I responded immediately, saying that I'd prefer a refund, and also asked to refund my other lost order, if possible. Yet again, I received no response other than the automated 'we're busy'.

I understand they've run into some problems, and I feel for them. I do love this company, but the last 3 months of non-response and lost orders has been frustrating, and it's become increasingly more difficult to be patient.

Btw, my order numbers are #31120 and #32546. I am not trying to rude or aggressive. I am only trying to communicate and figure things out. Thank you,

UPDATE 2: ...The rating is being changed to "1 star", because that might get someone's attention, hopefully. I feel I have been pushed to be more direct & to convey my message with far more urgency than I was hoping to.

UPDATE 4:
I have officially disputed both transactions with my bank. No communication back at all.

UPDATE 5: I finally received a response. I have been accused by their customer service department of having a 'meltdown' online, which is a bummer, because my 'meltdown' was intended to generate a response - any response - since I had heard nothing back from them at all previously.

It is odd & quite contradictory how a customer service department that warns so much against aggression literally only responds to aggression. It seems as though unless your message doesn't convey some frustration, they write it off as non-urgent and set it aside indefinitely. In essence, they are creating the thing they do not want to deal with entirely on their own.

FINAL UPDATE: My bank has given me back my money after both disputed transactions. After 6-months of hearing nothing back from DFO (other than one poor response), this tale is finally over.

Let this be a lesson: if you take someone's money for a service, and hold onto it for months without giving any update or providing any communication at all - it's going to anger people. I know that DFO cannot deal with angry customers (as clearly displayed by their main guy), but said customers have a right to be angry, and to try to shame them for doing so is counterproductive. Why not just offer an apology & assure us that your working on it? Why they can't handle customer dissatisfaction is beyond me, because it is undoubtedly something they've created themselves.

Anyways, I'm glad this 6-month saga is over. My final world of advise is: do not buy from DFO unless you're okay with being ignored & having to take matters into your hands to get your money back (and who really wants to do this just to get some cool clothes?). Support your local businesses instead.

I've brought many things through DFO over the last year. Every item has surpassed my expectations and has always been received quickly. I really enjoy the brands aesthetics and morals. I would really love to leave a 5 star review but unfortunately can't at the moment.

I made an order in mid December for 3 items. A hoodie, t-shirt and pin badge. The order was processed quickly and with me in a few days. Unfortunately there were a couple of problems - the hoodie was great and as expected (same awesome quality I've come to expect), but the tshirt was the wrong colour and the pin badge was missing. I emailed their info address and got a super fast response from the founder saying to keep the incorrect shirt (which was much appreciated as I gave it to my Mum) and that a correct shirt and badge would be sent the next day. Perfect. I didn't get another shipping notification but wasn't sure to expect one or not in this instance so wasn't concerned. Between this exchange and Christmas I made another order which as usual, arrived quickly and all in order. As I made this new order after my replacement shirt and pin were supposedly sent out to me, I got a bit concerned and emailed their founder and info/customer service addresses to confirm if they had been sent.

No reply. I tried again a few days later. And again a few days after. I imagine the replacement items have been forgotten as if they were sent, they would have arrived by now.

I am unhappy having to write here as I really like this brand but I feel ignored. I appreciate the time of year must mean they are very busy but seeing similar instances both here and on their social media from other buyers has me worried. I want to be able to change my review and give 5 stars but as I'm not getting any replies regarding the resolution of my issue I just can't. If this is resolved I will keep returning because I genuinely love this brands products.

My order number is 35530, my name is Charlotte Duckworth. Thank you.

----
Update 8th Jan.
I am still awaiting an email response regarding my missing items. I mentioned my frustration in an Instagram story (I said, 'Tomorrow I will have been waiting 3 weeks for a response regarding being sent an incorrect item and another item missing from the same order. They say they do not respond via social media but when emails are ignored what else can I do?'

I got the following response - 'One person. One. It will get sorted, if you don't like how we run and can't respect the time we need don't order.'

I am shocked and disappointed. No matter how busy / small a business is, you cannot justify speaking with a customer, who has only been polite and expressed concern over what she has paid for, in such a way.

-----
Update 13th January.

At the end of last week I sent a final email to customer services saying that I would have to get my bank involved if I did not receive a response. I received a polite and apologetic reply, promising an update the following day (Friday). The update didn't come.

Today, the following Monday, my outstanding items arrived. I am relieved and pleased. However due to the poor customer service, and the way I was spoken to via Instagram, I will not return as a customer.

I was so excited to order myself and my partner some clothes from a small, viking inspired company... And I am so incredibly disappointed! I spent over £170 on us both... After ordering on the 19th October 2019 I waited patiently and with anticipation for my cloak and my partners gym clothing, HER stuff turned up on 27th November 2019... Quite a wait, but she was happy. I emailed on that day because I wanted my cloak and panicked as on the website it said order fulfilled. I got no response. I sent another email the day after-I just wanted to be cosy in the winter months- the response was very polite, I was told that there had been issues with the cloak that were being handled, that the other items had been sent out 'incase anyone wanted certain items as gifts or for a specific event' and that all who ordered the cloak would be contacted 'next week'.
Since then I have tried to contact via Facebook, Instagram and email...only to be met with automated responses from email, stating that 'pre ordered cloaks currently delayed in import customs backlog, which are out of our control, shipping expected from 21st December 2019 onwards, with express priority services and will arrive within December subject to country's destination customs'. I live in the UK... Still waiting for my damn cloak!!!
Order number 31292

Update:
This morning I sent 2 more emails.
One to the customer services email in which I received the same automated response saying the same thing about hoodies and cloaks:
“ Pre-Ordered Cloaks & Staithes Hoods - Currently delayed in import customs backlogs which are out of our control, shipping expected from December 21st onwards. All are being sent on express priority services & will arrive within December subject to the destination country's customs. “
Notice “will arrive within December” it’s now January.
The second I sent to the info email address to which I received no response at all.
The saga continues.....

I bought in April Tickets to the Jorvik Festival and have been throughout the year consistently trying to get updates about the shipping of said Tickets. "Trying" since the Team from DfO either won't answer my Emails or they just tell me the Tickets will be sent "closer to the date". I contacted them on Instagram on the 17th of April, then emailed on the 2nd of June and 24th of December (since I'd really like to start planing my trip from Germany to York) to which I either got no answer or was told to wait longer with no prognoses of when this Date would be. When I tried to cancel my order on the 28th of December, I got a really fast answer from the CEO telling me this would not be possible, but no word about the shipping schedule.
The customer service is just absolutely disappointing and taking into account the price of their articles, I'd have expected something a bit more reliable.
Now I'm stuck with Tickets I don't have, which I can neither cancel nor sell since I don't really have them.

EDIT: The answer from the DfO Team makes it clear that they simply did not comprehend what my complaint was about. The issue is not that I simply don't have the tickets, but that I don't have them, that your Team don't answer my emails and it's absolutely ridiculous that I only get an answer when I post a 1-Star Review for all costumers to see.
The problem is the customer service and you only made my point clearer and clearer. Thank you.

This company is amazing, wear it often and advertise as much as possible. Never a bad choice with these guys.
They do amazing clothing and for all shapes and sizes, annoyingly my other half steals by hoodies.

Gotta say though people, especially the haters out there. Dont call yourself Viking, who are tough and strong. Then complain about "apparently being rudely spoken to, or having to wait". Great things come to those who wait, and I'm happy if I have to wait for the great quality of Descended from odin. Keep up the fantastic work.

Amazing quality and designs, ignore smear campaigns from jealous competitors! I've seen this brand do amazing things for people with brain injuries, mental health issues, veterans and give amazing support to their customers. They do things a little slow and they don't tolerate any nonsense from rude people, some people don't like that, most of us love it. Highly recommend.

Only ever had one product from DFO which I bought at a viking festival in York. Reasonable quality and nice designs however the price is extortionate when compared with other companies offering the same themed clothing. £30 for a t shirt that feels no different in quality from another brand charging £15 is just starting to take the mick.

Under their old CEO the company had a dire reputation for underhand tactics and bullying competitors, but it looks to me like nothing has changed with a (alleged) change up of management after the last one left under a cloud.

Do yourself, your conscience, your wallet and the community a favour, and buy else where.

EDIT: So it’s safe to say that the speed of the response from DfO to my 1 star review, and the content of their complaint about said review, says it all. This reeks of the old CEO who had a belter track record of reacting like this to any and all criticism of his company. Well done DfO for proving my point entirely.

Update 2 - So finally after a vain attempt at blocking my review for being false, I can see the company’s response to my initial review. And the irony of it all! There you go folks - leaving a review questioning the ethics of ordering employees (and family members) to leave positive reviews whilst on a break on a night shift on Christmas Eve was ‘tragic’ according to this company. Yet disputing and trying to silence my review within an hour of it going up is totally not tragic.

In response to the reply (very definitely the owner), I’ll say this - I can’t abide dishonesty in any form. What you are doing here is dishonest and insulting to all your customers, and your aloof, condescending attitude is alienating you from you customer base. Throw insults at us all you want but it doesn’t change the facts.

Very fast delivery, high quality products and fantastic customer service. Would recommend to family and friends.