Stradivarius Reviews 5,806

This sister company of Zara has great selection of clothes.

But. ..They are unable to exchange clothes in store when Bought ONLINE.
This is very frustrating even when your exchanging like for like.
It's time this changed sometime you want to pick up something different , but this can't be done in store. Disappointing

I ordered from Stradivarius for the first time and picked up my order from the drop off point on Sunday. Yesterday, on Monday evening, I opened my package to try on my items. To my surprise, there was a random person's Vinted parcel inside of my parcel. Obviously my parcel had been tampered with. On top of that, the light coloured garments in my order had marks all over them, which was a shame as I would have otherwise kept some of those garments.
When I needed to communicate these issues to their customer service, it was an incredibly frustrating experience. I asked to be put through to a human agent, but their human agent is evidently still AI as their human agent is always called Rafael, and is also, incompetent. It would be great to be able to attach screenshots of my WhatsApp chat with their customer service to illustrate how ridiculous this experience was but it appears I can't on Trustpilot. Incredibly frustrating experience with no prospect of a resolution!

The rudest young lady on the changing rooms today at approx 1pm. Snapping at customers and just generally obnoxious.
Also there was chewing gum stuck to the walls.
Awful - won’t be returning.

Missing item. Damaged box received with no item inside. Appeared tampered with. Still awaiting outline 2 weeks later. Not even an email has been sent to confirm they are looking into it.

My sister and I was shopping in the Liverpool store. We had been out for a couple hours and it the last place before we were going home. I'm 7 months pregnant and my sister was trying something on and I wanted to just sit in the changing rooms or on one of the free stools near the changing rooms. The store assistant refused to let me sit down even after my sister had asked after mentioning about me being heavily pregnant. This is not good enough. Every shop we had gone into that day it had not been an issue to sit down in a changing room. Terrible customer service and also they also lost a sale as my sister needed my advice on the clothes she was trying and didn't feel comfortable to come out to the shop floor to show me. It's not good enough! Get a better system!

I ordered petite size jean , which was i check before i paid so i’m %100 sure and what happen ? They sent me tall ? And when i want to return it they charging you for £2 ? It’s not even my fault and paying ekstra £2? Ridiculous!

I rated 1 star because there is no 0 stars. Shocking customer service, no email no phone number no one to talk to. I still haven't received my order and no one can tell me why. Received an email saying the order was sent but then they tell me it wasn't sent. I am waiting almost a month for my order. There's no updates since the 16th March....ridiculous. the chat bot keeps on telling me that I am going to revive my order on such date but when the date cones there's no sing of my order. This is diagraceful and a lack of consideration for the clients.

I went to the Westfield Stratford City store multiple times to return an item with the label still attached, but staff refused and told me to contact customer services. Customer services were also unhelpful and declined to resolve the issue.
The item quality was very poor, and the staff member I dealt with was rude and unprofessional, giving me dirty looks and making me feel uncomfortable.
Would not recommend.

Not even a star, I ordeded a shirt, it came used with greases in the arms and bobbly fabric.I had to pay for delivery and upon return I lost my delivery money.So I paid for nothing!I have never seen rhis in my life to get used item

Delivery was quite fast and all items arrived as expected with no issues. My order was small, but the overall experience was smooth.

Website is not working (it’s my first order) and I don’t use apps , the amount of time to spend to buy in person or online at this shop is long very long, customer experience is not good. I hope you can improve this.

The order arrived within a week and the product is great overall! The problem is it clearly wasn’t made for someone with a larger butt. I got a skort and all the models made them look like they were a decent length. I tried it on, so cute but my butt cheeks were showing. Definitely not going to wear that out. Now I have to pay to return them which is a bummer. I wish it would have worked out.

I will never deal with Stradivarius again. Took over half an hour on web chat to get a returns label only for them to say it expires in 48 hours. Who ever heard of a returns label expiring after 48 hours??So I have to log on and go through the whole thing again on Saturday. Working full time I don’t get to go to a post office until Saturday. It shouldn’t be this hard to return a bad quality item. NO CUSTOMER SERVICE

Katastrophal customer service experience with Stradivarius.

This is by far the worst online shopping experience I have ever had. I ordered one simple item (Order number: 50360787598), received it, and wanted to return it because it was too small. Normally, this should be a very simple process. However, with Stradivarius it turned into an absurd and frustrating situation.

Their system still shows the order as not delivered, even though I actually received the package several days ago. Because of this system error, they say they cannot generate a return label until their “relevant department” confirms the delivery status.

I have contacted customer service multiple times, explained the situation clearly, provided screenshots, order number, name and email, and spent days trying to solve this very simple issue. Each time I receive the same answer: they cannot do anything until another department responds.

Meanwhile, I am forced to wait without any clear timeline while the return deadline continues to pass. This is extremely unfair for customers. A company of this size should absolutely be able to handle such a basic return request without forcing the customer to chase support for days.

Online shopping should not be this complicated. A simple return should not require multiple chats, explanations, and endless waiting for internal departments.

This experience has been extremely disappointing and frustrating. Because of this situation, this will definitely be the last time I order anything from Stradivarius. I cannot recommend their online customer service.

Very disappointing experience overall.

Dear Stradivarius Customer Service Complaints Team,

Further to my 3rd march reply to your below email, your email, which acknowledged me NOT having collected the item from the store, and confirmed you now processing a refund of it, quote " we want to express our most sincere apologies...we inform you that the refund for the sub order 184795490 from the order 50355359032 not collected in store, has been made on day 02/03/2026,", end quote. This date, "02.02.26" being the date of your apology and acknowledgement email.

So you can imagine the shock, horror and disbelief I have experienced a short while ago when my bank emailed me saying they were not taking my claim forward because "the company have provided evidence confirming I collected the item"!!!

Your exact statement to my bank being the following:
Quote, " We do not accept this chargeback as the order was successfully delivered to the selected store and picked up by the client.
The courier system records the validation of the delivery by scanning the PIN or QR that only the customer receives when picking up the package. Also the order has been partially returned and the refund has been processed." End quote.

What a complete and total, shameless and ruthless lie and fabrication!

Not only do I have, and provided you, customer services complaints team, written evidence of your customer service WhatsApp agent admitting and confirming to me that the item was in fact in the store, as "unclaimed", after your company's inept and malfunctioning system wrongfully sent me emails stating 'I had collected it', but I also provided your team evidence from the store manager, who a week after the false "item collected by customer" 17th Feb email sent to me, obtained the "unclaimed" item from the store room on the 24th Feb (when I was forced to go into the store since the WhatsApp agent failed to have gotten the refund processed as he'd lied and said he had done), and she (the store manager) processed a return and refund through the till in front of my eyes on said date, all of which I audio recorded as you are also aware, and I provided you the hand written note from the store manager, since the inept system failed to send me a refund confirmation email after she had processed the return and refund of the item, and you are aware of the rest of the story, being that the refund was not paid back to my card thus I finally made a report to my bank and raised a dispute, which the day after me doing so, your team sent me the below apology email, and processed the legally due refund as confirmed in said email.

How dare you then proceed to portray me as a liar to my bank, falsely deny there to be any system error on your part, and fabricate that 'I collected the item'!

This is knowing, willing, wanton, and an absolute deliberate lie and fabrication. You are truly immoral and have no integrity or decency that you would outright lie, and to this extent, deliberately falsely portray ME to have lied to my bank.

Wow!

All you had to do was to honestly inform them that you have now rectified the error and processed the due refund, just as you informed me! How dare you instead slander me, making me out to be a liar.

Another review will be posted!

I shan't bother waiting for the supposed "escalation CAS-1992683-T3R4N8" for the travel costs compensation, which by the way it is over one week now and I have heard nothing regarding. As far as I am concerned, this "escalation" line is a fob off. One I was fobbed off with before by the customer service team agent who initially refused to authorise the store manager to issue the reimbursement along with the item refund on the 24th Feb!

Thanks for showing your company for exactly what it is. I will NEVER shop here again.
My money and custom will be spent elsewhere.

After spending over 2 hours on WhatsApp customer service today I have finally found out that my item I ordered 6 weeks ago has gone missing. They said:
“We wanted to let you know that your order has gone missing”
“Since the item is no longer available and we can't ship it to you again, we'll refund you”

What customer services fail to understand is that I would never have know this information if I hadn’t have contacted them. 4 failed visits into store, no information being displayed on my account, no text messages or emails!
Instead they respond by saying:
“all the needed actions were taken during this contact with our services’

Customer service in Stradivarius is dreadful! They take NO action. Don’t expect to be informed if items go missing.
This is my second experience of waiting for items in the past 3 months. In December I waited 5 weeks for an item to appear in store with no communication and 4 weeks after the expected delivery date.

Avoid at all cost!

Im incredibly upset with my experience. I had ordered jeans on Thursday and my jeans were expected to come Monday 23rd of Feb (4 days later) and they had not come. Then this Thursday ( Yesterday ) i received an email saying they had been delivered . After checking my door ring bell camera and asking my family no one had seen them. I had done the right post code and area and they had not been delivered. I went to go back to my account and they now wont let me in. I have got the right email and password aswell. The jeans were £29.99 and about £3 shipping. Im really upset and i will not be leaving this. Im trying to contact stradivarius and i hope they will find out what happend.

This is the second time my order from Stradivarius has been lost by their courier (Evri), even though delivery was clearly set to a parcel shop.

Each time, the process is the same: long delays, no clear updates, confirmation that the parcel is lost, and then only a refund because the items are out of stock. As a customer, this means waiting almost three weeks, losing promotions and discounts, and ending up with no products at all.

I understand that the courier is a third party, but from a customer perspective, I am the one impacted every time. There is no option to choose another carrier, no replacement available, and no compensation beyond a refund.

Very frustrating experience and disappointing customer journey. I’m sharing this so other customers are aware of the delivery issues and the lack of resolution when things go wrong.

Absolutely disgustingly had to waste time going back and forth with emails and going to the store just to exchange to a different size. And still didn't get any replacement. Shitty customer service

Shopped at Westfield store on 16/02 and was charged twice for an item when I clearly showed the manager the transaction had gone through she was too busy scrolling on tik tok to even care! I have contacted customer services and their response was to send me a picture of the two transactions couldn't make it up do not shop there! Still waiting for a refund