& Other Stories

Tried to return an unworn garment they had sold to my wife that we later discovered had an obvious stain on the front. We had the tags and the receipt but they refused to refund or offer store credit or even take responsibility for their mistake. Bad service.
Feb 17th, 2024

I returned a pair of pants purchased in New York City store within time frame, tags attached unworn, and was given the third degree by unpleasant middle-aged cashier, who took several minutes to inspect every inch of the garment which was obviously in original condition as purchased. I am purchasing something my sister requested today, and will never visit this store again. One would think I was trying to return a luxury item, not fast-fashion disposable made in China pants. I have not been to the Beverly Hills store, and hope that this was an isolated experience due to the clientele/demographic and crime issues of the area. Despite all of the high-end stores that have gone in to the Americana, the area in general has really declined it has become a filthy area for shopping with obvious shoplifting issues, and the service at both malls reflects this decline.
Oct 23rd, 2023

The stylists are super helpful and always mention the discount when signing up for emails. I think I know my style pretty well but they manage to surprise me and come up with pairings that are delightful and on point that I wouldn't consider but are so me??? I know my style but they know their store inventory well and it wouldn't be on my radar. It's not as though they pull expensive things for you either; it's tailored to your form. They know your exact size, colors that flatter, and it just so happens it's on sale/clearance (even better; they even share that excitement with you/seem more excited than you do when a sale outfit really works). They're super nice and helpful without being too helpful to where it's not helpful. There's plenty of clearance sales that makes their original price affordable. When you look at rtw "luxury" brands like Rochas, even with current season's new attempted-revival designer, it's very comparable in design, composition and fabrication. I also love their location specific design houses which makes them unique. They're owned by h&m so yes, they're similar to a lot of that lineage of retailers (COS, Cheap Monday, etc.)Yes their original prices can be pricy (but in the h&m family, it is more than h&m but not as much as COS). But, like anywhere, you can still score some great deals. Some of my most favorite, beloved pieces are from here.
Jan 11th, 2023

I visited the store at the Americana. It was my first time in & Other Stories and will most likely be my last. I needed help with shoes, and the sales rep that helped me was incredibly offensive. I asked to see a pair of boots. When the sales rep brought them to me, he set them on a counter that was out of my reach...I was seated on the bench in the shoe department. When I asked him to bring them closer, he told me the price of the boots--"these boots are $269" he said. I replied with "I don't care", which is the truth. I don't. I didn't ask him the price of the boots, and found it incredibly rude for him to loudly announce the price when I didn't solicit it. Additionally, there were two white women in the department trying on shoes at the same time that I was, and not once did I hear a sales rep announce the price of a shoe they requested to try on. I'm Black and the way he interacted with me felt incredibly biased. Obviously, this sales rep was making up the store practices based on the customers he interacted with. & Other Stories, PLEASE educate your sales teams on how to treat customers. I enjoy having an equitable experience while shopping and didn't while visiting your store.
Nov 18th, 2022

The worst customer service I've ever experienced. I came in for the first time to shop here and bought two items. I came home and realized that the both times don't fit. I went back to the store 30 days after and was told that  by the in store Jenny that because I was barely a day late they cannot return the two items but then said that her manager can override it since it wasn't too far out from the policy window. A manger name Liam arrived and refused to override so that the purchase would go back to my card. I begged and pleaded since it hasn't been 24hrs and I expressed that I did not live in the area. He still refused and continued to quote the policy. I called the customer service number to possibly get further assistance. I explained my situation to the online rep and he said that returns are based off the managers discretion that he has the ability to do so especially because it's barely short of a day. The rep over the phone even mentioned that the in store manager is being "petty" and can return the item back to my card. I went back to register to plead some more and Liam still declined with zero sympathy or understanding. This store and the customer service I experienced was the worst experienced I've ever had.
Oct 29th, 2022