Andostores レビュー 

Andostores からの回答

2026年9月13日

Hello Molly,

We hope you are well.

We are so grateful you took the time to write about your positive experience, customer service is really important to us and so we are glad we were able to put things right.

Have a lovely rest of your weekend and kind regards

Ando Stores Team

Andostores からの回答

2025年10月18日

Hi Mel,

Thank you so much for sharing your experience with us. We're truly sorry for the delay, but we're glad Clare was able to assist you.
We genuinely appreciate your continued trust in choosing us for your orders. Providing excellent customer service is very important to us, so it means a lot to hear that you value it and took the time to share your feedback.

Kind regards,
Ando Customer Team

Andostores からの回答

2025年10月13日

Hi Laura,

Thank you for sharing your experience and we are so sorry you’ve had this experience with us.
I can see you placed your order last week and reached out on Friday regarding your order. One of my colleagues responded the same day and began investigating the issue right away. This kind of delay with orders is unusual, and it appears there may have been a problem either during the pick-and-pack process or with the courier — we’re still looking into it. In the meantime, our customer service team has offered three possible solutions to help resolve this quickly:

1. We can send you an alternative size via next-day delivery (if that’s a workable option).
2. We can continue investigating to see if the courier has your original parcel or if it’s been lost.
3. If neither of the above suits, we’re happy to issue a full refund.

Please let us know which option you'd prefer, and again, we sincerely apologise for the inconvenience. We’re committed to making this right for you.

Kind regards,
Ando Team

Andostores からの回答

2025年10月7日

Hi Tara,

Thank you so much for sharing your experience with us and your thoughtful review.
We're thrilled to hear you had a great experience finding gifts for your friends' children and your niece and nephew. It means a lot to know you were happy with the quality—it's something we take great pride in.

Have a lovely rest of your week.

Kind regards,
Ando Customer Team

Andostores からの回答

2025年10月4日

Hi Cara,

Thank you so much for sharing your experience with us.
We truly appreciate your trust in choosing us for your order. Providing excellent customer service and high-quality products is something we care deeply about, so it means a lot to know that you value this and took the time to share your feedback.

Kind regards,
Ando Customer Team

Andostores からの回答

2025年10月4日

Hi Charlotte,

Thank you so much for sharing your experience, we are so happy you found our customer service helpful!

Have a lovely weekend.

Kind regards,
Ando Customer Team

Andostores からの回答

2025年10月1日

Hi Clare,

Thank you so much for sharing your experience.
We are so pleased to hear you received your order quickly, and you are happy with your order.
Fantastic to hear the exchange process went smoothly too.
Have a lovely day.

Kind regards,
Ando Customer Team

Andostores からの回答

2025年9月28日

Hi Hannah,

Thank you for sharing your experience and so sorry you’ve had a bad experience. We’ve immediately looked back at your email and can see that someone at Ando replied to your message today. Your email was sent late on Thursday and was responded to over the weekend even, today (Sunday) at 12.11pm.
We can see the order was made for a framed art print, these are created direct by the artist and so are not dispatched directly from us. We do make a note at checkout on this and in the product listings to say the items can be 2-5 working days for printing. All other items are sent by 2pm from our UK warehouse, with the exception of art prints and preorders. The artist should then send the tracking, so we are so sorry if this has not yet updated. We are so sad to hear of your frustration and have been straight in touch with the artist now to see if there has been any print delay.
We understand this has not met expectations and aim to offer products of the highest quality and to resolve issues as quickly as possible, please do email us at hello@andostores.com if we can help any further or respond to our email from today. We always aim to respond to all emails within 1-2 working days, if not soon.

Kind regards, Ando Customer Team

Andostores からの回答

2025年9月13日 に更新

Dear Naomi,

I am so sorry to hear about your experience, and I completely understand your frustration with both the delay and lack of communication on the arrival of item. This is absolutely not the service we aim to provide, and I sincerely apologise for the inconvenience this has caused.
Ordinarily all orders placed before 2pm are dispatched the same working day for our UK warehouse. I can see that your order took much longer due to the item being a preorder item. We had estimated 1-2 weeks at the time of checkout but can see that unfortunately there had been some unforeseen customs delays with the stock, which meant the estimate was not as accurate as normal. We take your feedback seriously and I understand how important it is for our customers to have updates and clarity on their purchases. We are so sorry to have let you down and would love to take it right. Please email us at hello@andostores.com if you feel your concern has not been resolved and we can look into how we can help.

Kind regards,
Ando Customer Team

Andostores からの回答

2025年9月13日 に更新

Dear Jamie

I’m truly sorry to hear about the courier issue you’ve experienced with your recent order, and I completely understand how disappointing it must be to pay for delivery and not receive the service in the expected time frame.

I’ve looked into this and It looks like the order was dispatched to the courier as planned, within the working day, but that there was an issue with the Saturday delivery service with our courier DPD and subsequently the tracking link provided did not update. This is certainly not the experience we aim to offer and are so sorry. Please rest assured we deliver thousands of items each day and work with both Royal Mail, DPD and DHL so we can try to offer the best delivery services, although we understand this has really fallen short this time. We do also aim ro respond to all queries within 1-2 working days and I can see we did process a full refund on the Tuesday for the shipping, because we could see that the courier had not delivered your order on time.

If you feel your issue is still unresolved however, please do email us at hello@andostores.com so we can ensure your concerns are addressed, as we'd really like to make this right.

Kind regards,
Ando Customer Team

Andostores からの回答

2025年9月13日 に更新

Dear Sophia,

Thank you for sharing your experience, and I’m really sorry for the confusion and the frustration surrounding your recent order.

I have looked back at your messages on Instagram and can see that you mentioned that you had emailed the artist, Yaya Studios, directly. We’re not sure if they had responded but sadly, we would not of seen this correspondence. However, I could see that my colleague at Ando replied to your message on our Ando Stores Instagram page and subsequently immediately looked into why our artist, Yaya Studios, did not send your print with the frame. It looks like this was human error at the studio and we are so sorry there was a mistake with the order details. This particular artist sends the print directly from her EU studio, and not our UK Warehouse, and so we certainly understand how disappointing it must have been to not receive the product as expected.
I’m glad to hear that you received a refund, but I sincerely apologise that the frame did not arrive. We’ve reached out again to the artist to ensure that this issue is fully resolved and will be looking into how we can avoid such errors moving forward.

We are so sad to hear of this frustrating situation and for your frustration - we always aim to offer products of the highest quality and to resolve issues as quickly as possible, please do email us at hello@andostores.com if we can help any further. We aim to respond to all emails within 1-2 working days.

Kind regards,
Ando Customer Team

Andostores からの回答

2025年9月13日 に更新

Dear Tatiana,

Thank you for taking the time to share your thoughts — I'm really so sorry to hear that your recent experience with us has left you feeling disappointed and uncertain about the quality of our products. We’re really happy you like our branding and packaging but are, of course, sad that you felt there was a disconnect with the products you ordered.
As a multi-brand store, I’d like to reassure you that we take product quality and transparency very seriously. We stock pieces from trusted designers and brands based in countries all-around the world, often specialising in their craft, such as hand made knitwear from Belgium and Merino Wool from Italy. We stock many brands from Europe from countries such as Sweden, Denmark, Spain, Poland, Belgium and England, as well as some US brands and some from the Far East including Japan, and Korea. We stock a range of brands with different price points and each piece is carefully selected and sourced to ensure it meets our standards for both design and quality in reference to its price point.

We’re so sorry you felt the Korea Kids items you had purchased were not to the expected standard. These ones are part of our basics range. We have reviewed these products for fabric, thread count and packaging etc and will also be checking to see if there had been any issue with labelling on the items. Please be assured we will review this items fully following this feedback. We’d love to put this right, as while we’re so happy you noticed the care we put into our delivery, presentation and branding, we’re disappointed to hear that the product didn’t meet your expectations. We take this seriously and we would like to be able to go through this further, if you could please email us at hello@andostores.com to ensure your concerns are addressed, we'd love to put this right.
We genuinely appreciate your support of small businesses like ours, and your feedback helps us do better.

Kind regards,
Ando Customer Team

Andostores からの回答

2025年9月13日 に更新

Thank you for your feedback, and I’m really so sorry to hear that you were disappointed with your recent purchase. We stock many brands and would like every customer to feel confident in the quality of our products, across all brands, and it’s clear that in this instance we’ve fallen short with a fault on the product. The issue you described with the buttonholes should absolutely not have passed quality check, and appears to be a fault from your description. This is not acceptable to us and of course we share your frustration in receiving a faulty product.
I'm also very sorry to hear you were asked to cover the return postage on a faulty item, ordinarily this should certainly not be the case on an item shown to be faulty or substandard, so we'd love to be able to put this right and also replace the item if we can pick up with this over email.

I cannot find your order number to know if this has subsequently been resolved or not, so please do email us at hello@andostores.com referencing Trustpilot so we can resolve this immediately and put this right.
We really appreciate your support for our small businesses and I’m truly sorry we let you down this time. Your feedback is invaluable and will help us improve going forward.

Kind regards,
Ando Customer Team

Andostores からの回答

2025年9月13日 に更新

Dear Amelia,

Thank you for getting in touch, and I’m very sorry to hear about your experience. I completely understand how frustrating it must be to pay for next day delivery, only for the item to still be undelivered several days later—especially when it was intended as a gift for your goddaughter.

We aim to respond to all customer queries as promptly as possible and can see, in this case, we received an email in the evening (8pm) on the 15th September and replied the following morning on the 16th September at 10am. Generally our orders are sent from our UK warehouse and we send these the same working day. This particular order was for an art print which is printed to order with the artist, so sadly this does mean they can be a little longer to dispatch from the artist directly. I can see that my colleague refunded your shipping cost immediately and tried to solve the delay in dispatch with you, due to the artist not being able to cancel your order because printing had commenced.

We are so sorry for this and we hope you feel it was resolved in the end, and if not please email us at hello@andostores.com so we can discuss this further and see how we can make it right.

Kind regards,
Ando Customer Team