EverlaneReviews of everlane.com

This company sent a email saying my package had been sent and a link to track the package. I did not order from them so I clicked the link out of concern. It took me to their website. What a low brow way to advertise, I will now never order from this company

The straps of my Everlane leather tote started to peel and eventually disintegrated and broke off the bag on a business trip. I have never had this happen with any other bags I own. I don't think their straps are real leather. Customer service said this is normal wear. Funny that their website says that their products are made to last.

I was asked to provide more details on my Everlane experience which I am happy to do but it will probably make this a lengthy review. I have been an Everlane customer since 2014 so have over a decade of cumulative data on being an Everlane customer, and have only shopped online. For a period of 6 or 7 years, 90% of my closet was Everlane, and I purchased several items a month. Granted, the designs are less interesting to me these days and they have slowed way down introducing new designs in the past six months. They also seem to be designing for a target audience (short and hyper young) that doesn't include me but that's all subjective and a matter of style and taste. The reason for this review is to describe the implosion of Everlane's shipping and fulfillment processes. Around a year (maybe 2) ago, I noticed a distinct change in the shipping processes, which I attributed to a new shipper. I had noticed that Everlane was doing everything possible to bring in extra money (from raising the free shipping baseline to adding so-called package protection). Prices were also increasing, and I assumed the change to a different shipper was about saving money. This new shipper generally did okay to start with although the tracking data was often not updated and it was hard to make sure that things were on track. At some point I provided feedback to Everlane about the inaccurate (or no) tracking information. The answer I got was that they prioritize fast movement over worrying about scanning items so sometimes items didn't get scanned properly, but (astonishingly) they seemed okay with that. It seemed like a weird, not very well thought out answer to me. I wondered if someone made that up on the fly but I moved on. Again, things were generally moving okay, and although my purchases were down for other reasons, I assumed this was Everlane's new normal. Several weeks ago, I placed an order for some t-shirts, and was back to the poor tracking. Everlane's website says delivery should be 4 to 7 business days, and after 2 weeks, when my order had still not arrived I contacted customer service. The scans were obviously inaccurate (the same scan a couple of days in a row, no obvious progress). At that point Everlane refunded the order, per my request. Another week went by and the order eventually arrived, although the scans were not updating and there was no way of knowing that was going to happen. I contacted Everlane and sent the order back. On the heels of that experience, I decided to try again, and placed a new order. A week went by and the order was showing no evident movement toward fulfillment (in previous years if there was a backlog customers would be notified that things were behind but that the items were still in queue). When I contacted customer service I was told that they had high volume and were working on it, none of which struck me as believable at this point. From my interactions with the team, I honestly think they had no idea what is going on, and this answer struck me as a dismissal and brush off of the issues. I think they no longer care and can't figure out how to review and/or fix their processes. I don't know what the point of tracking is if it's not accurate and up-to-date, and I wonder if they really now how much trouble their fulfillment agency is in. Of course, because Everlane supposedly makes small batches, if shipping/fulfillment gets botched like it did both of these occasions, you often can't reorder whatever you wanted because it is is now out of stock. It's all pretty rude. I would only order from Everlane at this point if I wanted to wait a super long time for an item and/or I didn't really care if it showed up or not. It's a huge departure from my decade-long experiences with Everlane, and the whole team these days seems to accept that as completely normal. I am not sure what it all means and how Everlane ended up in this position, I am not even sure they know what's going on or even care. It's very odd and so very different from a variety of other companies I shop with (Madewell, Sezane, Anthropologie, Nordstrom, JCrew, Frank & Eileen, Beek). I have definitely seen changes in how they operate but glitches manage to sort themselves out eventually. It sure makes me wonder about Everlane, the company, as a whole. It does feel weird to walk away after 12 years, but this is a lot of aggravation I wasn't planning on adding to my days.

My experience with Everlane has usually been fine, but my recent experience with their customer service has been disappointing. I submitted a return request through Everlane's returns portal but it failed to generate a shipping label. Tried to have it sent to my email but never received it. The status on my order history just says to contact customer service, so I did. Sadly, the customer service rep was of little help and could only provide generic "we're working on getting this resolved" updates. It's been almost 2 weeks and I still haven't received a shipping label. I also received a separate email from Everlane asking me to review my items (despite having indicated a return). While scrolling Everlane reviews here, I saw that another international buyer also had the exact same experience. Come on Everlane, you can do better.

I purchased a pair of jeans they arrived. They were inferior. I returned them using their label two days later. Everlane refused to refund saying they didn’t receive the item which I know they received and I had to dispute my credit card. Their merchandise is inferior and their customer service is nonexistent. You can’t call them or email them. Don’t waste your time or money.

Update: I was issued a full refund. I also discovered that Everlane is owned by Shein. No wonder a less than honest delivery service was used. No wonder there are numerous reviews complaining about quality. I wish I had found Everlane before they were sold to a Chinese conglomerate company known for unethical manufacturing and abusive worker treatment. Sadly, I can’t review the shirts I ordered because Everlane uses UniUni for delivery. Didn’t receive my order, had to beg for a refund, even though I was comped package protection. But wait, it gets better. When I did receive the refund, it was short $10, which is the cost for using the service. Basically, I paid 10 bucks for UniUni to steal yet another package. Steer clear of this company.

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.