AlexandAlexaReviews 57

A tale of an incompetent customer service organization, by AlexandAlexa.
I accidentally initiated the order to an incorrect address. After hitting send, I immediately (perhaps 30 seconds) contacted AlexandAlexa to notify them and provided the proper address. I was advised that they can't update the order, even though it was raised immediately. But, the did say they would advise UPS immediately to correct the address. Good news it seemed, and I thanked them. Their direct quote was: "we have manually updated the address. As this has been manually updated, you can not see the changes as it has all been done manually and not systematically. UPS have confirmed that the order will be going to the correct address."
Come to find out that the change was never made and delivered as input.
After advising this company to ask what happened, their response was to investigate. But then they decided to not respond for 1 month, and upon further communications which I had to initiate myself, they didn't seem to even grasp the issue of the delivery error and said they would investigate (again).
The story gets almost comdeically bad - it took 2 months and 10 emails that I had to directly initiate to get a response. Their customer service reps respond fairly promptly but have no clue about actual servicing a customer, understanding their customers issues, and actually put thought into resolving.
The outcome of their investigation? They told me they sent the delivery to the address I asked for in ipthe intiial order entry! SMH!

Shame on this company. I have already told all my direct friends with children to avoid this site at all costs, and I sincerely hope people globally avoid this site because their incompetence will cost you both money and your time.

(Order No. AA*******) We purchased a ski jacket from Alex&Alexa for our daughter on 17-Feb. It arrived promptly (22-Feb) was well packaged but unfortunately was not the right size. We requested a return label and promptly posted it back to Alex&Alexa (23-Feb).
After a few days my wife called to check that the jacket had been received and that a refund would be processed. It was confirmed that the jacket had been received and that a refund would be processed shortly. After a further few days, my wife called once again to chase the refund. Nobody was available in Customer Services, only a recorded message asking for patience with regards refunds as they had a large backlog to process (slightly concerning?). Many more calls were made; same message.
On 13-Mar and after more than 20 days and many more calls my wife finally got through to an operator who now informed us that the jacket had been returned to us as it was marked! We were baffled as it was opened in our bedroom (where it appeared perfect) tried it on and repackaged it immediately. We were keen to re-examine the returned jacket for the supposed marks which we have done but there are no marks whatsoever! We communicated this to Alex&Alexa who simply continue to say that if the jacket was soiled/contains a manufacturing fault we needed to let them know within 7 days and that they cannot accept it back for a refund. It has neither any marks/manufacturing faults and was returned within one day simply for being the wrong size. The jacket remains in perfect condition.
I now feel I have no choice but to contact my credit card company to cancel the transaction. I have even offered to take the jacket to the Alex&Alexa head office nearby in London to prove that the jacket has no marks whatsoever (A&A have not accepted my offer). All in all a truly horrendous customer experience with so much time wasted on calling their appalling customer services centre. Avoid!

I have AlexandAlexa time and time again and they have always been quite good BUT on this last attempt I will never ever be using them again and will be telling everyone to not use them.
I ordered 3 items and wanted to return them for various reasons too big/too small etc.
There was no returns label in the parcel and after 10 e mails I still without a returns label I then went through old receipts and found a returns label and posted them back on 30th July.
I have not had a refund of £86 yet and I have sent them the proof of returns but I received a e mail saying it takes 1-5 weeks for a refund...
They suspend the phone line so have been unable to contact them via the phone I then logged a complaint with PayPal they advised I e mail them through pay pal and guess what they never replied.
Yesterday I got through on the phone line spoke to a very rude lady called Kenze and she said I (Me) need to take the hold off the account with PayPal and she will refund. PayPal said DO NOT take hold off until you have a full refund as once a hold is taken off you cannot put it on agin. So why would she advise that!
I called her today and got through and told her what PayPal said them amazingly she said oh I can see you have requested a refund today I said no on Sunday actually and months ago via a e mail.
I have wasted so much time and energy on this and I certainly will be going to the Trading Standards about it all.
I have got the next few days to see if my refund will come through and the hold will stay on until my refund hits my account...
This is the worst experience I have ever received.
If you want a really good place for children's shoes in line try RubberSole they are just brilliant and the Customer Care is brilliant too...

If I could put 0 stars I would, Wish I had never come across this site, ordered a hat, sent it back, 2 weeks later I asked if they could update me about my refund, needless to say they had 'technical issues' which meant they only received some emails (however I had emailed them several times so they were bound to get even one of my emails if this was the case). A week later they finally got back to me after I told them I was going to trading standards and gave me a PARTIAL refund claiming they don't issue shipping cost refunds! I would fully accept this if I hadn't been treated the way I was in the first place. Terrible customer service if that's even what you can call it. I find it absolutely disgusting how there is companies out there like this that set up professional looking websites and then scam and rob money off of people! I will never ever be dealing with these again and will warn everybody I know off them.

I ordered shoes for my children that I expected would arrive before the festive season. After completing my order, I checked repeatedly on the courier website, only to be told that due to a missing invoice, my parcel had been sent back to Alex and Alexa. The customer service has been extremely unhelpful, telling me they have 1000s of boxes in returns and I would just have to wait for my parcel to "pop up". Useless, lazy and rude. No wonder they have suspended their phone lines. They must have been inundated with complaints from customers!

I am very disappointed with this company. BUYER BEWARE!

I reached out to customer service of Alex and Alexa after getting a bill from DHL for $89.00 in customs duties (I live in the US). This was not clear at check-out and customer service did nothing about it.

The company claims "FREE SHIPPING," but then a month later you will get a bill from DHL for customs duty. This is if you order anything over $200.00... so you're better off placing separate orders and waiting for them to pay for your shipping! Customer Service did nothing about it and just stated: "I am sorry you were unaware of your customs charge, you need to understand US import duties and fees."

A company acting in good faith would be transparent that, despite "free shipping", that there are additional fees and duties on any purchase over $200.00. But they don't -- so they have lost a customer.

Very disappointed in this company. I reached out to customer service after getting a bill for 33.17 for customs from DHL since I live in the USA. This was not made clear at check out and customer services did nothing about it. They claim it's "FREE SHIPPING," but then a month later you will get a bill. This is if you order anything over $200.00... so you're better off placing separate orders and waiting for them to pay for your shipping! Customer Service did nothing about it and just stated "I am sorry you were unaware of your customs charge." Buyer Beware!

This website has engaged in consumer contract fraud. It does not disclose that it expects United States customers to pay a USD 17%++ customs duties on all orders over $200 USD. I have checked other UK children's products websites; they all explicitly note the inclusion of any duties in the Terms of Trade (the agreement to purchase goods) between the company and the United States purchaser. The website AlexandAlexa hides any reference to duties on all of its order-confirmation pages (which constitute the purchase agreement), and includes only one paragraph referring to duties, in the last section of the last part of its customer service page (which no customer is alerted to consult)- and provides no warning to customers that duties will be imposed ex-post-facto on orders over $200 U.S. D. Obviously, this fraud is in their interest - foreign customers will unknowingly spend more money on their website (over $200 USD, for example) without realizing the duties that will be imposed, and Alexandalexa does nothing to warn them in the course of the purchase. Customer service for the website, whom I contacted, stated it is exclusively the customer's responsibility to know about their country's duties. That is fraudulent practice, because duties are integral to the Terms of Trade under which the product is sold. The international seller has control of all information the buyer must know prior to purchase. If I had known that an order of USD $200+ would incur duties, I would not have given AlexandAlexa.com $200+ in business. Non-disclosure of potential duties is plain vanilla contract fraud. Companies with Good, fair practices WILL in fact notify customers of potential duties, whether or not they are imposed in the customer waybill, or after the fact by U.S. customs, e.g. The White Company (UK), and Melijoe.com provide fair notice of potential duties. AlexandAlexa.com should be investigated by U.S. trade authorities and either be barred from selling in the U.S., or be required to disclose the potentiality of duties, to their customers. It is of note that the brands the website sells are available from other websites - nothing is exclusive to Alexandalexa.com, and so customers should stay away from it completely. In a world of internet based retail competition, it is amazing to see how incompetent a UK retailer can be, and the company will lose out to better market players.

Update. I have the fantastic shoes. Wishing you the same luck.
I am waiting for an exchange and after exchanged 28 emails between different people, I received some emails telling me my order is on its way but 3 different Customer Update Ref, 3 different order number and strangely only 1 track number which isn't recognised by Royal Mail. I really ask myself if AlexandAlexa has a hell of nerve and they give the same tracking number to everyone. What a pity! They were absolutely ok when I passed my first order, 3 days after the shoes were there exactly what I was expected but unfortunately too big. Incomprehensible behaviour!