AlexandAlexa レビュー 1,383

Worst company ever. Don’t trust them. I ordered an expensive baby blanket never got the item. And they don’t wanna refund me…

I spoke to my bank they closed the dispute.. so where is my refund ???

long story short - still didnt get my refund, and no reply.. only communication is on reviews.. its may 21 2025... still no update... its a shame to see such a nasty company..

Staggeringly poor customer service. Have been sent an incorrect item (rather than the coat I ordered) and the company will not refund me for the coat and have instead suggested I send back the item I didn't order (at my own expense). It's actually pretty outrageous, but apparently not criminal. Just feel very let down.

Terrible- they don’t make it clear that to receive the parcel outside of Sweden you’ll be subject to more taxes. They won’t refund either. Won’t buy from them again. Already overpriced.

I had been shopping on the Alex and Alexa website for many years without any issues. However, in January this year, I ordered clothes for my children and, without any prior notice, received a notification from UPS stating that I had to pay a tax of over 70% of the parcel’s value. I had already paid for shipping, as I always had before, but I had never been charged this tax until now. The tax was issued from the UK, while the parcel was sent from Sweden. After corresponding with customer support, I was told that the agent had misunderstood where the parcel had been sent from, that they didn’t know, and that they had simply issued the tax.She said I have mistook your order to be UK. No one even apologised.

I have been buying from them for years. Large sums spent with them. Seems success went to their head. Now it is impossible to pay. I have tried all my cards and the site seems to be rejecting all payments from the UK.

But the real point is this - There is NO customer service, None. There is NO phone number, there is NO email! They have a web form and once you fill it they say they may get in touch in 48hrs! Would you have confidence spending several £100s with them with this level of customer service knowing you will never be able to retrieve it if there was an error? Shame

Do not buy from this website.
I’ve been a client for years. Disappointing what a scam this site has become. Unclear about changes in shipping and customs clearance, clients paying double tax with the website pocketing the VAT they charge clients on the website and totally unhelpful customer service. Brands shouldn’t keep dealing with Alex and Alexa.

I used to happily shop with AlexandAlexa all the time, so didn't realise they had changed their returns policy more recently. The cost to make any return from the UK is now £34.99, which seems to be designed to preclude anyone from making returns. Disgraceful.

I have since seen many other similar complaints on here and have seen the identical bot responses from AandA to every single one.

The vast majority of other retailers seem to be able to do returns in a reasonable fashion so their excuse is nonsense.

I will never shop with AlexandAlexa again. Back to ChildrenSalon I go.

I have used alex and alexa for years. I recently made an order to replace a yelow rain suit my daughter had when she was younger. Now, the colour is way different than prior years so I want to return it. With that I am now being charged 40 to return which is illegal.

In prior years they covered the cost to return, so my last time ordering i was hit with the surprise of having to pay to return. I wrote the company who were entirely unapologetic.

Now, this order, I thought I was buying sure things, and wouldnt need to return, but I do.

As such, when registering my return I have now been made awware they will charge 40 to retun the order.

The last time i raised this sudden process change I suggested they should notify customers onthe check out page that their policy had changed.

Obviously no one reads the polcies of stores that they have used many times before. So seems this sneaky company would like to contine changing thei policy without trying to make loyal customers aware.

Wow trying to charge a return fee for an item I would have liked to exchange. The return fee costs more than the boots. Avoid this company at all costs. Rip off merchants.

Awful customer service, do NOT buy from this company!!!

Part of my order did not arrive. I have been emailing customer services for WEEKS with no resolution.

No product sent out, no refund.

no refund, no response

Spent £190 and this was for shipping to UK. I’ve then been contacted by UPS demanding £100 customs fees to be delivered!! Alex and Alexa have refused to assist - no other company seems to still be having these customs issues and curtaining not charging +%50 additional unexpected fees for delivery. Nothing yet received and no support from Alex&Alexa.

If you live in the UK DO NOT BUY. When you order, the website says all customs and taxes are included, but it is a lie. They also provide zero information to their delivery company so you get chased for contents, cost and material and then a massive tax duty. Meanwhile, AlexandAlexa customer services provide no response and inform you that it'll cost about the price of the taxes to return the goods. I ordered clothes for my child a month ago and still no clothes, no AlexandAlexa response and UPS calling every day. Shocking.

EDITED: I have NEVER received the package nor reply from customer service. the tracking is still showing package was delivered to another country, meanwhile received a bill from UPS (£300+) to pay! It looks like this retailer has sent me wrong tracking info so I have never had a correct one and on top of that asking me to pay £300 UPS fee? AVOID this retailer if you are in UK!!
Ordered some clothes for my son after a week I got an email from them saying it was shipped. When I logged in the tracking page, it shows "Submited to UPS/ On the way to customer/ delivered" all at 10:53 on 23th/May! Can this be possible?? Emailed Customer service, few days later CS adviser Rebecca replied me saying she can see the package is delivered- what??? I screenshot the tracking page AGAIN and sent to her again, asking how does the package can physically send to UPS and deliver to me at the same time? It is showing delivered to Ireland, but my address is UK! I am just fuming, they clearly do not read your queries or make some effort to copy/paste the tracking number to UPS tracking page and see what is going on. Still NO package, NO refund, NO response. How can they be allowed to trade in UK?

The shop hadn't provided the tracking, and the tracking page they sent me had no tracking information. It took their customer service over one week to finally send me the tracking. Overall, it was a very poor shopping experience and I will never buy anything from this shop again.

The most frustrating CS that I have ever dealt with as there is no reply to 4 queries now. I purchased a bike for my daughter for her birthday and after paying €200 with an €11.95 delivery charge the tracking is stalled for the last 10 days. I dont know where the bike is and nobody will reply to my queries on the contact form. Does anybody know where i go from here???

Very disapointed with customer care solutions. Ordered kids gilet which was faulty and Alex and Alexa refused to help in any way.

Exchanging items has hidden costs, not clearly explained on your website and ridiculously high. Customers can not be expected to pay between £20 and £40 to return an item when exchanging. Customer service very unhelpful. I have exchanged items from other companies in Sweden with a much more realistic returns policy. I would not recommend buying from this website as there is not a realistic option to return.

Awful. I will not buy anything here again. Agree with all recent reviews. Customer service is slow and unhelpful. Returning anything is complicated, long winded and now needs to be returned to an address in Sweden without return postage being covered. The commercial invoice needed requires huge amount of detail like EORI number, VAT numbers, country of manufacture, a tax coding for the fabric used in item etc which are not actually on the commercial invoice template that Alex & Alexa provide. Their blanket response (see below) about changing markets is pretty meaningless to an end customer. It’s not worth the hassle of shopping with them from the UK

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!