Stefanel Official Reviews 95

I love Stefanel as a brand, but the online shopping experience is hell. They rely on automated processes and a fake telephone number, so that if you have an issue outside the ones they consider possible, it's impossible to speak with someone or receive proper customer assistance, making it better to buy in a shop.

Despite having a sign on their till clearly stating that they accept returns within 30 days, they refused to refund me for a coat I purchased the day before ( I had taken it home and realised it was too big ). I took it back to the same store the next day, completely clean, labels on and receipt in hand.
I was only allowed to exchange, but they didn't have the coat in a smaller size!

I have a picture of the sign saying they take refunds, but they just point blank refused and said they don't have to if they don't want to.
Gross.

Incomplete delivery -full price charged. My wife ordered a sweater and two pants. They still charged full price and did not refund the price for the non-delivered sweater.

Everything is fine till something goes wrong. I placed an order for a few women's clothing items, and one of those items had an anti-theft device. I didn't realise it straight away. They wrote me, 'No problem, send it back,' without any instructions. After three months, I still don't know how to return it.

Bought a long red vest online for 250€, when I opened the package I saw that the color isn’t red but definitely orange and the moment I put it on, 2 buttons flew af. What a shame, so much money and such bad quality

I ordered regular order, which came in 3 different packages, which came in different time within a week in between. As I wanted to send them back, it was not possible, because they give only one return label for all of them! Sure I experienced it after I got a mail, where Stefanel said me, that they don't have another return label.

Stefanel is inviting its customers to take advantage of Black Friday deals, as every item is discounted by 30%. However, they have removed all cashmere items from their website. I do not understand this deceptive company policy. I am also looking forward to seeing these 'disappeared' cashmere garments back once the Black Friday is over. Or maybe they have already sold out of cashmere?

The quality of knitted items has gone down in the last years. I ordered a cashmere sweater online, and it was nothing like the Stefanel sweaters I used to have before. Sad and dissapointing - thinner and less soft, piling more. At such price point I would rather buy the sweater elsewhere and get better quality.

I don't understand how a brand with such good quality and design has such a weak online store that works so poorly. I spent the whole autumn/winter season receiving emails with promotions and when I tried to use, they were never applicable to Portugal, only in Italy. Then why are you sending me these e-mails? The site has the address on my client file and I don't understand how they're not able to filter out what and who they send the marketing actions to. Reported this to the customer service and nothing was done since I've continued to receive the misleading emails. And even when I finally get some promotion extendable to Portugal, they don't have the stock updated - they canceled the order because they don't have the item available. But I had to ask them why, they just report it was canceled. Lousy service, online store works very badly. It's a shame...

Worst Experience. After placing an order, the order was cancelled without permission and a portion of the order was delivered in that condition. I returned two of the items I received and the items have long since arrived at the store, but I have not received a refund. When I contacted customer support, for some reason they questioned me about the details of the return. I contacted customer support and asked for the details of the return, which of course they would know in a heartbeat if they checked the store's data. A short time later, they replied that they had processed the refund and it would be refunded to you within 5 business days, but since the refund was not made, I sent them a message but received no reply. Eventually, after 9 days, I contacted them via chat and they refunded my money after a while.
I love STEFANEL products. Most of my purchases are made in their actual stores. When I purchased items from the internet a few years ago, everything was smooth. This time I was surprised to find that everything was terrible. What the heck is going on? Clearly there is a problem with the system and the employees they hire.

it's a SHAME that people working in the stores are still obliged to wear the mask! it's now the end of October 2022 and the poor people working for Stefanel have to wear this symbol of enslavement for no reason whatsoever!

The worst service ever, no email with tracking number, no way to call the provided number, second order was cancelled due to “technical problem” and the best part - they won’t send it again. Joke. Never have I experienced such unprofessional customer care. On top they sent a package as Berlin, ITALY 🤦‍♀️

I miss the original Stefanel, with an innovative yet sober design, elegant, almost timeless, and with an undeniable quality. I have Stefanel pieces that are over 15 years old and they are impeccable !! The new Stefanel has little or nothing original, the pieces are of medium-low quality and seem to be exclusively aimed at teenagers. Falling prices do not compensate for falling standards.

Worst experience ever. No or only standardized reaction of customer service, I never received an order confirmation that can be used for returns. I am now trying to return the products but cannot initiate the return from my profile on their site as described by Stefanel. I have written about 10 emails to customer service, they are not helpful with this, they only send standardized mails or don’t answer at all. No idea how to handle this other than with legal support.

Bad quality products, poor customer service to boot. I bought a pair of cashmere trousers which cost me over £100. I wore them once and washed on cold cycle. They shrank.

Customer service wrote: "With reference to your e-mail, we inform you that, from the in-depth checks carried out, it is not possible for us to process your request."

What in-depth checks exactly? This is the first response I had from them. They asked for no photos, no additional info, nothing.

They price themselves as a premium retailer, but customer service is worse than bog standard

Shocking - I won't be buying anything from them ever again

Looks like fraud stay clear of stefan online shop!

I am so disappointed in the online services of this shop!
I have placed an order, no email order confirmation followed but the parcel was delivered. I got my order number after a few frustrating emails between me and stefanel (to my first email of me asking for my order confirmation they replied that they can't make any exchanges for my order and to return the items, how ironic is this since that's what I am trying to do .... also never asked them anything about any exchanges when I emailed their main email address again I got the exact same reply so they must just have a script and they copy and paste answers without reading customer's questions ) I tried both order numbers provided to me on stefanel returns page with no success.... After I asked for an order number that can be used on their returns page or a prepaid returns label I haven't had any reply ... I've chased a few times now still no reply. It was an expansive order and not something I can just forget about. Scammers!!

Made an order more than two weeks ago and have not received it. I have contacted them a week after placing the order to ask them when it woud be shipped and the customer service answered thanking me for having contacted them and saying that they would have let me know as soon as they could. Another week passed by and haven't heard from them yet.

I very often buy online and have never been treated so poorly by any vendor, especially by such a renowned brand, which I considered a safety factor. So, what can I say: rubbish service, I will never ever buy from them again.

Szidonia, Italy

I purchased a dress from Stefanel but it's sizing was odd so needed to return it. I was told to use their online return service to generate a return with address. I have tried this site every day for five days and have not been able to activate the return. I have emailed the customer service department who keep referring me to the useless online return site. There is no telephone number to troubleshoot the website or the Returns procedure. I am rapidly coming up to the deadline to return the item. My advice to anyone is to not use Stefanel online at all. How can a basic Returns procedure be so vastly flawed. The dress was £130 so not cheap. Not a quality company. I will not be recommending them to anyone anytime soon. Don't buy online from Stefanel.

I purchased a lovely looking t-shirt, with red and white stripes and a blue and white crocheted feature pocket. The washing instructions said it could be machine washed at 30°c, but to be on the safe side, I washed it on a cold wool wash cycle. Despite this, the red colour ran, ruining it. Since the top was not wearable as it was, I tried to solve the problem by using a colour run remover product, but all this did was make it more patchy-looking. I therefore emailed Stefanel to explain all this, and asked if I could return the top for a refund as it was clearly faulty. They asked for photos, which they said they'd forward to their 'quality office'. Sometime later - after having to chase the matter up as no one had got back to me - they told me that the photos had been reviewed by 'quality control', and that the problem was caused by 'wrong washing', in particular 'the use of an aggressive cleanser as a "color run remover".' Therefore, I was not entitled to a refund. I explained (again) that I'd only used a colour run remover as the top had not been dye-fast in the first place, but they still refused to refund me, although as an apology for the 'inconvenience', they emailed me a discount code for 15% off my next order. I politely declined, informing them that I would be purchasing from Stefanel again: why would I waste my money when they're clearly selling substandard products that haven't been properly product tested?

Bought a number of things from stefanel. Some didn't fit and were returned on the 9th September. To date I have not received the payment and despite sending several reminders the customer service has never bothered to respond. Terrible customer service I DO NOT RECOMMEND anybody shopping from this site. I have lost so much money and don't think I will ever get it back because they simply don't care.