Voo Store Reviews 37

I have shopped from here in the past without issue however I requested to return an order when I had an unexpectedly large customs bill in July. I asked whether they would be able to refund the customs charge (from the shipping company) they may receive on the return which they failed/avoided to answer. Answering this one simple question would've avoided the next two months of disappointment.
That same eventual charge they were hit with was used to reduce the refund owed to me. When I asked if they could get a refund from the shipping company (as it was a return that was never delivered) they told me they would look into it and that the wait would be up to 2 months!!!
It was radio silence till mid September when I sent an request for an update and received a response saying they would not be refunding the difference in the end.
They do say that you are liable for a customs charge but they never tell you about the poor customer service experience, it never felt like tried to contact the shipping company, answer my questions or wanted to help me out despite being a regular customer. Avoid.

I placed an order that was partially paid for with a gift voucher. The voucher was a key reason for my purchase, as it provided a discount. When I returned part of the order, I expected the remaining voucher amount to be deducted from my open balance.

Instead, my voucher was reloaded. Now I have a larger bill than expected, and the item I wanted is sold out. It's incredibly frustrating to be in this situation because the company didn't even consider a customer-friendly solution, like asking how to handle the voucher.

When I tried to resolve this with customer service, the response was generic and unhelpful. For a brand in this price range, I expected so much more. This entire process, from the purchase to the refund and customer service, has been a total disappointment. I'm now left with an expensive item and a voucher I have no desire to use again because of this experience.

PROS:

- VOO Berlin has a stunning physical store with a great atmosphere.

- The website is also pretty cool.

CONS:

- My first and last online shopping experience was extremely disappointing.

- On February 28, I ordered the only two pairs in my size of Salomon XA Pro GTX shoes in green, my favorite model and color. However, on March 6, the order was canceled due to “out of stock” issues.

- Despite the cancellation, no refund was issued until 14 days later and only after I had to threaten to open a PayPal dispute.

- The same two pairs of shoes were relisted on their website shortly after the cancellation, now at the full retail price. This felt unfair and untrustworthy.

It’s a shame because I genuinely wanted to support this store, but this experience left a very poor impression.

Does not respond to emails.. after a week of my purchase I had not heard from them.

Make sure to purchase via PayPal so that their protection plan can provide refund.

Just a waste of time and uncertainty. I would say avoid them at all costs.

Very good! I was a bit hesitated because of the bad reviews. But i wanted to give it a go! And im very happy i did. It was my first order. The shipping was very quickly and also the response of the customer service. It came very well packed. Im a very statisfied customer with a beautiful Acne Studios mini platt bag! :)

Had a really good experience with this company. Order shipped quickly and arrived quicker than expected, packaged so well. Item is perfect. Would highly recommend.

Ordered a pair of shoes which I returned, because they did not fit and all other sizes were out of stock. Still waiting for my refund after two months, though the parcel got received by the store.
Email support does not respond.
Be aware!

Had to ask the bank to refund the payment, which will take another 6 weeks...

12 days after my purchase, the shoes where still not shipped. I send an email and heard nothing back. I had to call on repeat for someone to finally answer the phone. They told me that the shoe didn't exist....
I basically had to call them to find out that the shoe didn't exist and waisted 12 days waiting for the shoes to arrive when I could have already bought them from someone else! They didn't even bother to send an email to apologise.
But from what I see on the reviews here, they seem to be doing this to everyone. I am definitely not buying anything from them. This was my first time and won't happen again! There are many designer shops out there in the world, much cooler shops and don't have this petty 80s snob attitude.

The delivery times on their website are misleading and their customer service are non-existent. After 10 days, my order hasn't been shipped, and no update about it. All emails and calls are ignored.

Ordered a pair of shoes for my son and after 4 days, it was still not shipped. Have sent an email, but no answer so far. I really hope that I get my money back.

Misleading delivery time on their website and non-existent customer service. After 10 days, my order hasn't been shipped, and no update about it. All emails sent are ignored. Stay away from this store.

For everyone having problems with this store, raise a chargeback with your bank, go to your country's website, and seek legal help on the European Consumer Centres Network.

Didn't make refund for low quality overpriced Carhartt x Salomon boots
170€ 🫡🤡

Super impressed! I had wanted the Athletics FTWR One for so long and this was the only place that actually had one and could ship to NYC for a reasonable price. Placed the order on a Tuesday, Shipped on a Wednesday, and arrived on Friday.

Bad service I would not advise anyone to buy anything here because they are not willing to look for a solution together when a designer bag shows obvious quality defects.

Giving as a solution that you have to buy more bags and alternate them so that they last longer.

Instead of having them deliver a high quality themselves. Doesn't seem right to me.

Nice selection of items but a little disappointed with the customer service... I ordered a product from the site that I was looking forward to. I unfortunately made a mistake on the address by putting on the line of the street, my apartment number... I didn't think that it could have been dramatic. So the package was returned, even though I notified Voo Store... So I asked to buy the item again, but instead of dealing with it, they just sent me a link and the item was already sold out.
That's disappointing.

Sleek environment, amazing selection, super helpful and friendly staff. Favorite store for higher end stuff.

Terrible online service, would never use again. Ordered shoes that didn’t fit, it took a week for them to reply to give me the details on how to return. I sent them back and still have no refund or any confirmation. I have emailed them twice with no response.

Don’t bother!

Bought some shoes, wrong size, returned them in Berlin at shop the next day. Still waiting for refund. That was over 3 weeks ago.

I ordered a jacket online and it is too big for me. For returning it, I need to pay return shipping fee, look for a carrier, prepare the label. Though I have paid delivery fee on order. I do not recommend to order anything online from Voo Store.

The store looks great and the clothes were okay , the salestaff not. Super unfriendly and snooty. Not a good environment to buy high fashion designer pieces. There are definitely better stores in Berlin.
Online delivery is great as I have experienced it.