AlexandAlexa Omdömen 

You have just lost another loyal customer! I am really angry at the response I have received from the customer service representative regarding my claim about the sizing of the Kuling jacket I have purchased from Alex and Alexa. So far all the goods I have ordered from them before were okay, including their own brand Kuling, the quality was fine and the sizing was appropriate. This time something went wrong, the jacket that I have ordered claimed to be of 116 size but in reality it is smaller than standard 104. I assumed that Alex and Alexa would take responsibility and issue me with the return label to ship the jacket back but instead they told me that the sizing chart I am comparing it against is not right and they have their own! Well, in that case I have even fewer reasons to buy from them, who would want to buy an item that does not comply with the international sizing chart! I provided them with the evidence, a photo, where I am comparing the jacket against two other brands in size 104 and 116 but they said it’s not acceptable since each brand has different sizing. By the way the other two jackets I compared the Kuling jackets against, were purchased from Alex and Alexa! This is the most unjust comment I have ever heard, a reputable brand operates by the international sizing chart and not some chart they came up themselves with. I guess Alex and Alexa doesn’t care anymore, fine goodbye and never again!

I have ordered from Alex and Alexa 20+ times. Unfortunately the last 2 orders (this month) have been a disaster… first order was “lost in their system” despite being charged £300 no order had been raised in their system, I’ve followed up 3 times and am still waiting for a refund.
Second order was to replace the above order, minus the items that are out of stock, again 6 days after placing the order the items have not even been dispatched?!?!?
I’m not sure what’s going on with A&A but I won’t be buying anything from them again as they are just too unreliable now.

I have been a big fan of Alex and Alexa before. BUT On the 5th of October I ordered two jackets for my children. My bank card is charged, but I have not received neither order number nor confirmation email and neither to goods. I can not contact them, they say customer service is closed.

I was asked to return an item to Sweden! This is really confusing as the address listed on the trustpilot platform and Google is listed as brick street London. However, it turns out that the company has not been based there for some time! It seems that they are happy to reply to any negative reviews on here but not happy to update the address details on here and elsewhere! Probably because they don’t want to advertise the fact that they are based in Sweden! It’s really not hard, just go into settings and update the address! I think this just illustrates how terrible this company has become.

I bought a dolls pram for my granddaughters birthday ln jan this year after a few weeks the wheel fell of after many emails to the company they finally replied, asking je to forward a photo which i did they never replied .
The pram is of no use and she cannot play with it
I wouldnt buy nothing off this company again their after service is disgusting
.n
Not worth any stars

So to follow up my last review- I paid £14 to make the return, £10 to customs(which alexandalexa said they would reimburse ) and I have been offered a voucher. NOT likely to re-order from here. Would have been more cost effective to throw the goods away instead of returning.

Absolutely shocking experience. The returns process has not been properly communicated or highlighted for UK based customers. They are masquerading as being a normal local 'uk' company. Even the address on trustpilot and social media sites is listed as London. I would encourage more people to report this company to the relevant authorities so they can determine whether this is allowed.

I purchased some items from this store but wanted to return some of them. They have changed the returns policy so that the customer now has to sort out and pay for the returns. I was never told this before I purchased the items so please be aware before you purchase anything from them! It doesn’t explain this at any point during the order and I had had no previous communication about this via email etc. I returned the items with my local delivery (Evri) and it got stuck in customs in Sweden! I have been in contact with customer services time and time again. They have said that customs needed more info and that they would provide it so that the goods could be returned. I am still waiting on a refund of nearly £200 since January 2023! The reviews of this company on here speak for themselves. They are not interested in helping you with returns anymore as long as they have your money!

When a sale is on its a great place to get good clothes, but that is if you receive them at all. I placed an order, luckily took a photo of order number, a week later still no sign of my order . When I called up they said it was a glitch in the system. There was no sign of my order and I won't be getting it.

I just don’t understand the negative reviews. I have been ordering (large orders) from AlexandAlexa for several years now. I have never had a bad experience. Shipping to the USA is super fast, and I don’t even pay extra - I just choose the least expensive option. Orders are always shipped within 24 hours and arrive within 3 days! The clothing choices are terrific. I order from the sustainably sourced GOTS certified clothing brands like FUB, Mainio, Molo, Mini Rodini, Hust&Claire, etc. I buy for several kids, and this company usually has all sizes available. When I have to return something, it’s very easy with their 30 day returns policy. And if I ever need to contact someone, they usually respond within 24 hours. I will continue to purchase from AlexandAlexa without any reservations. I highly recommend them.

Great example of how a good brand gets sold and then trashed. No clear communication on change in their returns policy. Who in their right mind thinks it is acceptable to happily sell a product to a U.K. customer and expect them to return it to Sweden?! Either it is complete incompetence or they don’t care. If you are happy to market and take orders in a geography you then have to properly serve the market. It doesn’t cost a huge amount to have a U.K. based 3pl handle these returns for them.

Lazy, embarrassing and so far from being customer centric that it is clear where this business is heading. Such a shame as the brand experience used to be good.

As already warned by other customers, they changed a return policy without letting us know.
Last time I have spent almost £100 + paid £7.99 for a UPS standard delivery.
I would like to return one item and I have to pay for sending a parcel to Sweden!
Even they thought, I am sure, A&A sent it from the UK warehouse (delivered in 2 days to me).
Trousers cost 27.52. Post, minimum £15.98
Ridiculous!
Of course customer service does not care a fig.
A&A keep doing that and you will loose all customers.

Don’t even waste your time ordering. I placed an order 1 1/2 weeks ago with no emails about shipping saying only your order is confirmed. After reading other reviews I probably won’t see anything for months if they come at all!

I have been a loyal customer since 2017, but as the person below me has written, they have changed their returns policy without any notice or warning when you buy. I didn't even realise I had to send to Sweden. I would never have bought the goods had I known. This should be made clear on their website when you buy. I will not be buying from here again, which is a shame as I have spent £££s over the years. Also the main scam is that all of the emails come with a UK address at the bottom. The website and emails are not clear that you have to return to another country. This is actually breaking consumer law by creating an unfair contract.

APOLOGIES.

My review was meant for Alex + Nova. I am deleting the review.

Awful awful customer service. They changed their returns policy from the UK & didn’t even bother to tell their customers! I had to spend over £40 returning some things that were not suitable. I contacted them and they didn’t give a flying hoot that I hadn’t been given ab informed choice on whether to purchase without free returns anymore. They then deleted my account! I will never purchase from this company again. Truly awful customer service. They do not care about customers, be warned!

Be warned that the returns policy requires you to arrange postage back to Sweden independently, including filling out a complicated form and working out US Tariff Codes for items, country of manufacture etc, and that customer services are nearly uncontactable for any support with this process.

I had originally wanted to exchange for another size but having discovered how complex the returns process is and that there is no real info on turnaround time, this has put me off and I’m going to try to get a refund. However, the delay in responding to enquiries on the site means that if I want for their response on how to fill out the customs form/invoice (which is not straightforward at all - there are five different US tariff codes for the item I’m returning) this would push me over the deadline for returns.

This has put me off ever using the site again (the site is otherwise fine and I have used many times before with no issues, just never had to return anything before).

If they just provided return labels and made the process straightforward this would all be sorted. They could even charge people a small fee for hassle free returns, that would be better than this.

sorry to say alexandalexa will not be getting any more of my buisness on the designer's clothes.

my problem is the last order came with all different sizes to what i had ordered..

i emailed customer service and the lady explained in a number of emails that the items recieved had older years of age stickers and labels on them as they was usa sizes and was the equivalent to the uk sizes..

these are the uk sizes i ordered and usa equivalent

wind breaker 10 to 12 years.. sent 12 to 14 years

grey t shirt 10 to 12 years......sent 14 to 16 years

navy t shirt 10 to 12 years......sent 14 to 16 years

white t shirt 10 to 12 years.....sent 14 to 16 years

navy t shirt 8 to 9 years..........sent 10 to 12 years

white t shirt 8 to 9 years.........sent 10 to 12 years

yellow t shirt 7 year old..........sent 7 year old

could you please explain why the wind breaker uk size 10 to 12 year old is not the usa equivalent 14 to 16 years like the 3 t shirts sent..
but was sent 12 to 14 year equivalent sent..

aslo the yellow t shirt i ordered uk size 7 was sent usa equivalent still sze 7..
so according to the lady who i emailed.
this size is for a maybe 5 to 6 year old because it is a size 7 usa on the label and stickers. so would be to small..

please feel free to either email me or phone me as i realy dont understand where gabriella is coming from..if you want any more buisness from me

aso i couldnt find anything on your website, when you look at the size chart on any item you opened up, about a usa equivalent being sent out
thanks

Edit 29/12/22
It was good of Gabriella to send a free returns label.

But it looks like you need 6 A level results to fill in the returns invoice .

Sadly which i dont have.

Moving forward I will keep the items.

instead of the possible dilemma which could occur on sending the items back.

Instead, I won't be buying any of the above designs again.

As they are for presents and they could be either be to big or to small.

And you shouldn't have to try birthday and Christmas presents on before the day arrives,

to check they fit.

This takes away the surprise.

Thank you Gabriella for the good service in replying to my emails and the designer's sizing

Quite possibly the most infuriating company I have ever dealt with… in fact I haven’t actually dealt with them yet because there’s no numbers anywhere to be seen!!!! After searching quite a few times I came across a number which says they are closed but should be open as the opening times are shown below! I ordered Xmas presents from this “luxury” company at the end of November, I’ve only just received these items and there is a piece of clothing missing! We are now 4days from Xmas and I have no way of contacting them!!!!!!!! Nothing luxury about this company, luxury doesn’t leave you searching high and low for contact numbers and constantly shut…. One thing is for sure you will be shut for good if this continues!!!

Good afternoon,
I like the quality of children's clothing in your store, I have made orders more than once and every time I was satisfied.
But there is one obvious minus - this is the delivery company that you decide to choose. UPS doesn't try to do a good job. They leave the package at home without knocking on the door, a package with expensive contents lies under the door for hours, or there are other problems with this company. Remove this stress and you will be the store where I want to order clothes and shoes more often.