Iryna K.
Very disappointing experience.
Very disappointing experience. The quality of the clothes was far below what I expected for the price, so I decided to return the items. What should have been a simple return turned into almost two months of negotiations, emails, and waiting. I paid for the return shipping myself and spent weeks following up on my refund. When the refund was finally processed, the amount credited to my store account was lower than the amount I originally paid, even though the difference was only a few euros. After such a long and frustrating process, every detail matters. What makes this experience even more frustrating is the company’s refund policy. Instead of returning the full amount to the original payment method, they offered to refund only 15% to my bank account and keep the remaining amount as store credit. This makes no sense to me. If I’m returning items because I’m unhappy with the quality, why would I want my money locked into a store where I no longer wish to shop? Customers should not have to place another order just to recover money that already belongs to them. To make matters worse, my last two messages were completely ignored. After almost two months of back-and-forth communication, the company simply stopped responding. Overall, this experience left a very negative impression. Poor quality, paid return shipping, a complicated refund process, missing funds, and a lack of customer support. Unfortunately, I will not be ordering from this company again and cannot recommend it based on my experience.
Response from Almond MuseJun 2, 2026
Dear Iryna, Thank you for sharing your experience so openly. Reading your review, it's clear that this has been a long and frustrating journey for you, and we're genuinely sorry for the disappointment you've experienced. Spending nearly two months navigating a return, paying for shipping yourself, following up repeatedly, and then feeling that the final resolution did not reflect your expectations would be upsetting for anyone. We especially understand your frustration regarding the refund process. After deciding to return items because they did not meet your expectations, it's understandable that receiving store credit instead of a refund to your original payment method left you feeling dissatisfied. We also regret hearing that your recent messages went unanswered, as every customer deserves clear and timely communication. We would appreciate the opportunity to take another look at your case and better understand what happened. Please contact our customer service team at [email protected], include your order number, and mention that you shared your feedback on Trustpilot. This will help us identify your case quickly and review the concerns you've raised regarding the return process, credited amount, and communication. Thank you again for taking the time to provide such detailed feedback. We understand why this experience has left a negative impression, and we appreciate the opportunity to learn from it. With care, Almond Muse Customer Support