Andostores レビュー 

Andostores からの回答

6日前に更新

Dear Jennifer,

We've very sorry that there seems to be some major confusion, upon reading the review. Your order was sent to you and dented in transit. The team immediately organised for a replacement order to be sent to you and offered for you to keep the item that was bent, for free! At no point was this ever requested to be returned to us, or a refund withheld on the basis of this item being returned, nor was there any refusal or expectation for you to pay to return the damaged item, as per your review. We're very sorry if this was not clear and can review the correspondence again. It appears to be clear via all our correspondence, but we are sorry if it's not been the case. As standard, when an item is faulty we replace that immediately so the customer gets a new one in the shipping time frame promised (in this case 3-5 days) Within a day we got an additional replacement item to you.

You chose not to keep this new item (not faulty) and requested a return of the new undamaged item because you no longer wanted the item since receiving the previous dented one. You were able to keep the damaged one for free and the second one our customer service team advised was subject our usual returns policy. Our understanding was that you wanted this second item to be returned and were happy to keep the faulty one for free. We therefore then refunded in full, without even having receipt of this second item, so that you had the funds sent immediately back and didn't have to wait. Those cleared today well before this review was written. We have also offered to pay an additional amount to fund the posting back of the replacement, but we require bank or PayPal details to do this - as we can't refund more than you paid via our system (and we've already refunded the full amount paid - ahead of the item arriving back with us). We are so sorry that you feel we have been unfair and we would like to try to put this right, we will try to connect again over email. Kind regards, Ando

Andostores からの回答

6日前

Hello Aaron,


I hope you are well and thank you so much for letting us know you received your order, and perfectly in time for your holiday. We will pass on your positive comments to Clare!

Have a lovely rest of your week.

Kind regards,
Ando Stores team

Andostores からの回答

2026年9月13日

Hello Kate,

We hope you are well.

Thank you so much for such a lovely review! We are absolutely thrilled to hear that you love the trousers for your son, and that we were able to help you find the perfect fit.

We are also so glad we could help with changing your address too, especially over the weekend. Customer service is incredibly important to us, and we always want to make things as easy and stress-free as possible for our customers.

Kind regards,
Ando Stores Team

Andostores からの回答

2026年9月13日

Hello Chloe,

We hope you are well.

We are really sorry again for the delay with your order and completely understand your frustration, particularly as you had been waiting for an update.

We wanted to reassure you that your order was not lost or ignored. The delay was caused by some of the items in your order being on pre-order. Our standard process is to hold orders containing pre-order items and dispatch everything together once the full order is ready. Unfortunately, these particular items experienced an unusually long delay in reaching our warehouse due to unexpected customs and stock delays.

We are pleased to confirm that your order was dispatched on Friday and is now on its way to you. We are also very sorry that you had difficulty getting a response when you contacted us via Instagram (this message was in our 'pending approval' messages hence why we missed this). We absolutely understand how this, combined with the delay, could have caused concern. We are a genuine independent retailer, and customer service and communication are incredibly important to us. We are disappointed that we didn’t give you the experience we aim to provide on this occasion.

We really appreciate your patience and completely take your comments on board. We hope that once your order arrives, we can restore your confidence in Ando Stores :)


Kind regards,
Ando Stores Team

Andostores からの回答

2026年9月13日

Hello Claire,

We hope you are well.

We’re very sorry to hear that you felt there was a lack of communication regarding your return and refund. We completely understand how frustrating it must have been to see that your parcel had been delivered on the 21st August and still be waiting for an update.
While our automated emails advise that we aim to respond within 1–2 days, we’re sorry that this wasn’t your experience on this occasion. We certainly never want our customers to feel that they are being left without a response, as providing excellent customer service and making sure our customers feel listened to and supported is extremely important to us.

We are pleased this has been looked into and resolved by our customer service team and as we explained via email to you, it can take up to 14 days for our warehouse to process, especially during busy periods such as sale.
We sincerely apologise again for the inconvenience and frustration caused, and thank you for your patience and understanding.

Kind regards,
Ando Stores Team

Andostores からの回答

2026年8月21日

Hello Victoria,

I hope you are well.

We are so sorry to hear how you feel about the prints we stock, we stock a wide variety of amazing artists and each are very different.

Please do let us know why you are unhappy with your print at hello@andostores.com and we can pass these comments on to the artist so they are aware. You are also of course welcome to return your print for a full refund, so let us know if this is something you prefer to do.

I hope this helps and have a lovely rest of your week.

Kind regards
Ando Stores Team

Andostores からの回答

2026年9月13日

Hello Elizabeth,

We hope you are well.

We understand ordering from a company for the first time can sometimes feel like a leap of faith, therefore we are so glad the Activity Blanket Playmat arrived and you are happy with it.. we hope your grandaughter gets lots of enjoyment from it!
Customer trust and service is really important to us so thank you for letting us know.

Kind regards,
Ando Stores Team

Andostores からの回答

2026年7月9日

Hello Grace,

I hope you are well.

We are so sorry to hear about the difficulty you experienced contacting us.
We've checked your order and can confirm that your refund has already been processed. We did receive an email from you today and have replied to confirm this.
We're not sure why your previous emails weren't delivered. Our customer service email address is hello@andostores.com, and we typically respond to all enquiries within 1 working day.
When you have a moment, could you please confirm that you've received our latest correspondence?

Kind regards
Ando Stores Team

Andostores からの回答

2026年7月9日

Hello Robert,

I hope you are well.

I am really sorry we did not receive a notification regarding your comment on here, please could you email us at hello@andostores.com if this has not been resolved.
We are so sorry this happened, these scooters are usually shipped from our partner warehouse which can take a little longer than us (around 3-5 days) but not 3-4 weeks so there must of been an error somewhere.

Please do get in contact with us and have a lovely rest of week.

Kind regards,
Ando Stores Team

Andostores からの回答

2026年9月13日

Hello Geri,

We hope you are well.

Thank you for letting us know, we are so happy we could resolve your issue quickly, this is really important to us. Thank you so much for trusting us and your kind words.

Kind regards,
Ando Stores Team

Andostores からの回答

2026年4月20日

Hello Lisa,

I hope you are well.

Thank you so much for such lovely feedback, we are so sorry to hear your item was damaged during transit but glad to hear our customer service team were able to help you.

If you ever have any questions please email us at: hello@andostores.com we aim to reply within 24 hours.

Kind regards,
Ando Stores Team

Andostores からの回答

2026年4月9日

Hello Tony,

I hope you are well.

Thank you so much for such lovely feedback, and we are glad Clare was able to help you through this.
If you ever have any questions please email us at: hello@andostores.com.

Kind regards,
Ando Stores Team

Andostores からの回答

2026年4月9日

Hello Ally,

We hope you are well and we are very sorry to hear that you feel disappointed with your experience.
We completely understand how frustrating it must be when an order is marked as delivered but you are unable to locate it, especially when you later discover it may have been stolen.
Royal Mail confirmed delivery to your address and provided a photograph showing the parcel left at what they recorded as a designated safe place. We understand that you have since advised that this location was not secure and that the parcel was unfortunately taken from your doorstep.
We would also like to reassure you that we have never refused a refund, we have been corresponding with you while Royal Mail carried out their investigation, and throughout this process we offered both a replacement or a refund.

We are pleased that this has now been resolved and that you have accepted a replacement. We are very sorry again that this situation occurred and truly appreciate your patience while we worked through the investigation.

Kind regards,
Ando Stores Team

Andostores からの回答

2026年3月31日

Hello Matters Matterson,

We hope you are well and we are very sorry to hear that you feel disappointed with your experience. We really understand how frustrating it is to wait for an order and still not to have recieved it.

We cannot find any orders under your name, please could you email us at hello@andostores.com and let us know you have been in contact with us via Trustpilot, so we can find out what happened with your order and why it was delayed. Sometimes delays can happen due to ordering a ‘pre order’ item which is an item we do not have in stock yet but it is arriving soon and we can only dispatch this once it arrives at our warehouse.

We would love to be able to see how we can help and make this better for you, so please do email us so we can make the experience a better one :)

Have a lovely week and kind regards,
Ando Stores Team

Andostores からの回答

2026年3月12日

Hello Gabrielle,

We hope you are well and we are very sorry to hear that you feel disappointed with your experience. We completely understand how frustrating it must feel when you are waiting for an order and are unsure of its status.

Unfortunately we did not receive any email from you, however as soon as this review was posted we emailed you immediately on the 4th of March. We are so sorry you were wating for a response from us, we usually reply to all emails within 24 hours. We completely appreciate that the delay and lack of clear communication has caused frustration, and we sincerely apologise for this experience. This is not the standard we aim to provide for our customers.

We have not received a response from you since but we explained that the item you ordered was on pre-order of 2 weeks but we are sorry to hear that this was a little longer than expected. We were in the process of contacting customers to let them know of a slight delay so we’re very sorry that this hadn’t reached you yet. We can now see your order was dispatched on the 11th March and we hope you are happy with your order 😊
We truly value our customers and are very sorry that this situation has left you feeling disappointed.

Have a lovely week and kind regards,

Ando Stores Team

Andostores からの回答

2026年3月4日

Dear Rosie,

We hope you are well and we are so sorry to hear that you feel disappointed with your experience, and we completely understand how frustrating it must be when an order is marked as delivered but you are unable to locate it.

You first contacted us on 15th February to advise that your order was showing as delivered but had not been received. We responded immediately to confirm that we would escalate this with Royal Mail to investigate further.

Following their investigation, it was confirmed that the parcel had been delivered to the “safe place”, which in this case was your recycling box. As the safe place delivery option had been chosen, the courier considered the parcel successfully delivered in line with the delivery instructions provided.

We did contact Yaya Studios to let them know what had happened with your order and they did offered to resend your print as a gesture of goodwill, which we relayed to you. We understand you declined this option.

As a further attempt to resolve the matter positively, we then offered a credit note as an alternative solution. We have not yet received a response regarding this offer, but we are of course happy to still offer this to you.

Please note we are a multi-brand store and work closely with both our courier partners and suppliers to resolve issues fairly and promptly. We are very sorry that this situation has caused disappointment, as this is never the experience we aim to provide.

Please do feel free to reply to our email should you wish to accept the credit note or discuss this further — we are more than happy to help.

Thank you and kind regards,

Ando Stores Team

Andostores からの回答

2025年12月13日 に更新

Hi Kyle,

We are so sorry you have experienced a delay with your item and completely understand your frustration.

Routinely orders placed before 2pm are dispatched same day, from our UK warehouse. We also offer next day delivery via DPD, as well as economy shipping with Evri and Royal Mail - which is typically 2-3 days.

In the case of your item, we can see it was something oversize that is one of a handful of items that ships from our partner UK warehouse. These are usually shipped within 3-5 days, which is clearly communicated on both the product page and at checkout. We can see this has been escalated by the customer service team to determine why there had been an usual delay of a couple of days longer. Microscooters can experience delays pre Christmas due to high demand and we are so sorry this has been the case. We can see the order is now shipped and delivered today.

Please note that we are a multi-brand store and do not have a manufacture to order process. In any case scooter manufacturer can take many weeks. We dispatch scooters usually next day, but up to 5 days during exceptionally busy Black Friday periods. We understand this is a long wait and so want to try and put this right - we have emailed with options.

With the exception of a tiny number of items, where necessary longer lead times are communicated at checkout, all other items leave same day from the UK. We’re sorry we’ve fallen short and will be in touch over email to rectify the delay to your order arriving.


Thank you and kind regards,

Ando Stores Team

Andostores からの回答

2026年9月13日

Hello Augustine,

Thank you so much for understanding the situation, and we are so glad you have the items you ordered and you are enjoying them :)


Have a lovely weekend and kind regards,

Ando Stores Team