EverlaneReviews of everlane.com

Everlane has no customer service. None. Only AI chat. They ship using off-brand companies and it’s impossible to know when you’ll receive your order. I first made a purchase from Everlane in 2018-2019; it was an entirely different experience. DO NOT SHOP HERE. Like many good things, it’s been coopted and now stinks.

I placed an order on 19/04, which was marked as delivered on 23/04. The items still have not arrived. There were no tracking details provided at any stage and no proof of delivery (no photo, no signature, no confirmation of location). The parcel has simply not been received. As this was my first order from a company shipping from North America, I paid nearly £80 for shipping protection for peace of mind. That has turned out to be completely worthless. When I reported the issue, I was directed to their insurance provider, Onward, to submit a claim. From that point on, the process became unnecessarily difficult and obstructive. I provided all reasonable evidence, including confirmation that the items had not been received. However, Onward repeatedly insisted that I provide a “police report PDF” as proof. This is not something UK police provide. I explained this multiple times and supplied a valid crime reference number along with the confirmation generated at the time of reporting, which is the official documentation available. Despite this, they continued to demand documentation that does not exist, effectively preventing the claim from progressing. I was also pushed to report the incident as theft in order to meet their requirements, despite my clear view that this was a mis-delivery. Being expected to categorise something incorrectly just to satisfy a claims process is completely inappropriate. The entire experience has been rigid, poorly handled and clearly not designed to function outside of North America. The conditions they impose are unrealistic and impossible to meet, which raises serious concerns about how this “insurance” operates in practice. To make matters worse, Everlane customer services have not responded to a single email for over two weeks, despite being copied into correspondence. There has been no attempt to resolve the issue from the retailer’s side. This has been an extremely frustrating experience and completely unacceptable given the amount paid for “protection”. I have now had to initiate a chargeback due to their refusal to resolve a valid claim. Avoid.

Edit: Rachel from Everlane reached out after I wrote this review and was able to ship the missing items. I received them yesterday and all is well. It's still upsetting that it took so much effort and frustration to find a real person to address my concerns, but it all worked out in the end. Thank you Rachel! I have been shopping at Everlane for a long time, but this experience has tainted the brand for me. I ordered 12 items online and received one tracking number. According to the shipping confirmation email, all items should have been in that package. But when it arrived, only 4 items were inside. The package was not tampered with in any way, and was clearly not large enough to hold my full order. I have cameras in front of my house, so I can see that only one package was delivered and nothing was stolen. I can only assume the other items were sent in a different package, or not sent at all. I reached out to Everlane to see if there was an additional tracking number for the other items, and they told me to file a claim with Onward PackageProtect. I did that, and Onward told me I have to file a police report in order to get a refund or replacement. I do not feel comfortable filing a report with my local police for a theft that didn't happen, as it is a crime to file a false report. I've pushed back several times on this with Onward and Everlane, but no one will acknowledge my concerns. It's been nearly impossible to talk to an actual human. The entire burden has been placed on me to correct the issue, even though the problem is clearly on their end with their warehouse or logistics system. It seems they are more concerned with getting money from insurance for the missing items than actually helping me, their customer, get the items I already paid for. I am furious and heartbroken. The 8 missing items are valued at almost $1,000, which is a lot of money for someone like me. I recently got a new job and wanted to dress the part, but this has really set me back. I am trying to work with my bank to reverse the charge, but am extremely disappointed in the lack of customer care throughout this process.

I accidentally entered the wrong address for order E9794681 and contacted customer service before the order was shipped to request a correction. When Connie was unable to assist me, I initially filed a complaint on Trustpilot. However, Rachel, Everlane’s Customer Experience Manager, noticed my issue and immediately took action to resolve it. She was extremely supportive and even offered a full refund if my order was not received. She was also highly responsive via email, addressing all of my concerns, and patiently guiding me through the process. Everlane is fortunate to have her on their Customer Experience team. My original review is as below: "Very awful experience. I found out my shipping address is wrong before any shipment occurred (only ~1.5hrs after I placed my order) and contacted the support team to correct my shipping address timely. They ignored my request and shipped my items anyway to a wrong address. I highly recommended people not shop from Everlane, particularly people who expect receiving their packages after spending lots of money."

I live in Germany and have ordered two Oxford Shirts which were shipped to me from the US in December. Everything good so far. However, both shirts did not fit and I made use of a return. I paid additional 6€ and received the return label directly from them. They ship returns to a warehouse somewhere in Europe. The return tracking says my parcel was delivered to their warehouse December 29th, but now, mid of March, I still have not gotten my money back! They also don't answer any email. I have provided all tracking data etc. but nobody seems to care.

Beautiful products, but that's nothing new. The reason I added this review was to compliment the customer service team that went above and beyond to address a situation with a purchase that had an unexpected breakdown. They took ownership of the issue and addressed the concern - even when its beyond the typical window. Thank you!

International customers: order at your peril. Want to return an item? You won't get a label. Contact customer service after jumping through hoops, they/it will write back "we are having a temporary problem issuing international return labels.Hang in there" No humans to talk to directly to quickly sort it out. No customer service phone number. Basically, NO customer service - just a repetitive email answer to your several attempts at a resolution. I've been waiting weeks now for a return label and I receive the same automated message, ending with an insulting 'hang in there" They do not alert you as an international buyer while checking out they have this "issue." (The item was $150.00. Once received it was subpar in quality for the cost.) Go online and you will see Everlane has not been able to generate international return labels since January. It's derelict. Further, while haggling with Everlane for my return label, some other department sent an email asking me to 'review' my purchase for their website. Who is in charge there?? Been an online customer of Everlane for nearly a decade. Whatever they have become now, it is appalling. It used to be a super reliable online merchant. I'm still waiting for the return label If you want the kind of clothing Everlane offers - do yourself a favour and find a similar retailer that actually cares about you as a customer and will honour their policies. I will never order from Everlane again. Done. Now, I just want the return label. It appears to be rocket science to Everlane as to how to generate one. UPDATE: Everlane reached out after I published this review. They have refunded the item to my VISA and sent a return label, to which I will use to ship back the item.

I placed an order for two pars of shoes and my credit card was charged. A week later I get an email stating that my order has been cancelled due to both being out of stock. Upon chatting with a rep,(since they’re too cheap and elusive to have a toll free number). I was offered a measley 15% off my next order. I’ve never had an experience like this where my card was charged and order put through only to have it cancelled a week later bc they goofed. I’d expect better from a supposedly high end shoe company. Needless to say I will not be patronizing this company again and will share my experience with friends and colleagues.