officinegenerale.com Arvostelua 

I do not normally write reviews but have been shocked by service from the online sales at OG. I returned something as it did not fit and OG will not refund me. After nearly two months of me repeatedly having to chase, OG has now confirmed it cannot refund me as I (unknowingly to me as the options were in French) selected store credit rather than a refund. Further my understanding of distance selling rules under UK consumer law is that I am entitled to a refund. Unless you certain as to product and size, I strongly recommend that you do not risk purchasing anything online. In anticipation of this, I tried to go to the Beak Street store to try some things on in case I could not get a refund but, despite its advertised hours, it was not open (and I had left work early to get there). Genuinely the worst internet shopping experience I have ever had, especially given the price point of the products. My other OG items have all been purchased in store previously. To make matters worse, the "voucher" I have does not process online. Essentially, OG has taken £540 from me and I have nothing to show for it. I am pretty sure that is theft.

I would avoid this retailer at all costs. I love their clothing, but they are customer-hostile. I purchased a pair of pants for $315. The very next day, less than 24 hours later, they put the same item on sale for 40% off ($189). I immediately contacted customer support. They refused to refund the difference to me, nor would they cancel my order. Now I am left with refusing delivery and disputing the charge, or returning the item at my own shipping costs. AVOID.

EDIT to clarify the brand's non-factual response below: The only choice they offered me was to return the item back to them AT MY EXPENSE (estimated return shipping costs to France: $80). They did not suggest I refuse delivery. I informed them, given their inflexibility, that I escalated this to my bank to initiate a chargeback and intended to refuse delivery. They could have refunded the difference to me OR allowed me to return the item at their expense. They did NEITHER.

Here is proof of their intractable position:

Camille (Officine Générale)
12 May 2026, 15:37 CEST

Hi David,
 
Thank you for reaching out and for your recent purchase.
 
I kindly inform you that we do not offer any price adjustments or price matches.
 
If you wish, you can return this order and place a new one at the discounted price. Please note that return fees remain at your charge.
 
Unfortunately, it is not possible to cancel your order as it has now been processed by our warehouse.
 
Let us know if you have any further questions.

Une veste achetée en janvier, la couture de la manche se découd… irréparable car il faudrait enlever la doublure pour recoudre !!! Jamais vu un produit d’aussi mauvaise qualité.

I gave my husband an Officine Générale coat for his birthday. The coat had a small error in a seam, and I contacted customer service regarding this minor issue after having gifted the coat to my husband. I suggested that I take the coat to a local tailor to fix it, if they would cover the cost (considering that this would be cheaper for them, rather than replacing the coat with shipping back and forth to Asia).

They insist on replacing the coat anyways and send me a label clearly indicating the exchange in the label email and in the correspondence with customer service.

Out of nowhere I get a refund for the coat with no explanation. I contact customer service once more, as I consider this a mistake. They simply inform me that they cannot replace the coat anyways and that I will just have to buy something different.

I ask to get the original coat back and just pay for the repair myself. They refuse to give me back my purchase.

This is completely unacceptable. I had already given the gift (and spent time and energy choosing it). Furthermore, I had purchased it during sale with a significant discount and thus could not simply buy a different coat at full price as they suggest.

I still hope that this issue will be resolved and my original purchase will be returned to me.

Please be careful with this company. I send back a jacket after buying it online. I asked to get the money back on my banking account. They send me a gift card and won’t send me back the money.
Everybody be careful with this company.

Used to be a great brand, but has slipped as of late. Despite mentions of "European production" almost the complete offer is now made in China, India or Tunesia. Even their Daily Classics, which on their website still says "All our production takes place in Europe" is now fully outsourced to China.

Feels dishonest to keep that up on the website despite apparently no longer believing in those values.

In store you can see the quality has decreased. Loose threads on garments, thin fabrics.

They also charge more for countries other than France even though the shipping rates are already different. Should be no other difference in pricing (beyond maybe 1-2% in tax, but the difference is often 8-10%).

C est la seconde fois que je rencontre un problème avec une commande non reçue
Un service clients par mail ou téléphone FANTÔME je n ai jamais vu ça
Aucune réponse à mes 2 mails j ai laissé 2 messages sur répondeur sce clients puisqu’ils ne répondent jamais
Aucun retour. Site a fuir.

J’ai effectué un retour concernant ma commande #FR62835, réceptionné par Officine Générale le 20 janvier 2026 (preuve de dépôt et de réception à l’appui).
Depuis, aucun remboursement n’a été effectué et aucune réponse à mes messages, malgré plusieurs relances.
Le service client est injoignable, ne répond pas aux e-mails, et ne respecte ni sa propre politique de retours (remboursement sous 14 jours) ni les obligations légales du Code de la consommation.
Pour une marque positionnée haut de gamme, l’expérience est décevante :
• traitement très lent,
• absence totale de suivi,
• manque de professionnalisme dans la gestion des retours.
J’attends toujours le remboursement du montant et une réponse claire.
J’espère que cet avis encouragera la marque à améliorer son service après‑vente, car la gestion client est très en-dessous du standard attendu.

Item looked nothing like advertised.
Return was completed within 2 days
I was told 2-4 days for a refund.
After that further communication revealed another 14 days for quality control plus 4 days for the refund.
Joke of a customer service with mediocre clothing .

I’ve been a fan of Officine Générale’s clothing and had a good in-store experience in the past, which makes this situation especially disappointing.

My in-laws purchased me a $250 gift card based on information on the Officine Générale website at the time stating that gift cards could be used both online and in store. I also had an existing in-store credit. When I went to the NYC store to use both toward a purchase, I was told the gift card could only be used online.

I contacted customer support and provided screenshots showing that the website explicitly said “online and in-store.” Despite this, I was repeatedly told the issue was “confusion,” not incorrect information. Eventually, during our back and forth, the website copy was quietly updated to say gift cards are online-only — but no attempt was made to remedy the fact that the gift card was purchased based on inaccurate advertising at the time. Customer Service just assured me the website had been updated accordingly.

Changing the website after the fact doesn’t resolve the underlying issue: customers made purchases based on false information, and Officine Générale declined to offer a refund, conversion, or any reasonable accommodation.

Customer service was polite, but ultimately unhelpful, and responsibility was never taken. Given how many similar reviews describe issues around credits, scams, and policies changing after purchase, I would caution against buying anything online from this store.

I recently purchased a suede jacket from Officine Generale - ordered from their website via one of their London stores.

This was a big purchase for a luxury item. The jacket costs over £800.

The jacket is beautiful but within 2 months of light wear the lining around the inner pocket had begun to fray and pull away.

I sent photos to OG, and the best I got initially was to be asked to send the jacket to them so they could repair and return to me.

So the response to being notified of their faulty yet very expensive product was for me be offered a free repair whixh would involve me being further inconvenienced arranging the return. That was it.

I asked what alternative compensation they could offer.

The best I then got was 15% off my next purchase!

So having been so badly let down I now need to spend even more money to benefit from my "compensation".

So disappointed.

This was a special purchase for me, completely ruined by sub standard quality of the product and sub standard customer service.

Bonjour, cela fait plusieurs commande que je reçois, où les vêtements ne correspondent pas à la taille commandée (Je n'ai rien renvoyé, les vêtements étaient portables). Là, j'ai reçu après un achat en ligne, une paire de chaussure qui ne correspond ni au modèle commandé ni à la taille, je chausse du 44, j'ai reçu du 42. J'ai demandé la procédure pour renvoyer mon colis (avec photo à l'appui) : pas de réponse. Relance pas de réponse. De plus mon compte n'est plus accessible. Cela fait depuis septembre que cette affaire dure. Je déconseille fortement d'acheter en ligne avec cette marque.

Updated Review:
I changed my rating of Officine Generale from one star to four stars.

Officine Generale noticed my Trustpilot review that was highly critical of the company's Returns management. Officine Generale responded to several subsequent emails regarding my return request with promptness and a great degree of courtesy and professionalism. We ultimately arrived at a resolution that adhered to the company's posted return policy and that I found fair and satisfactory. I became convinced that Officine Generale does indeed care about their customers.

Officine Generale offers attractive and well crafted garments. And, overseas delivery is prompt. If they could only shore up their Returns management they will certainly deserve a five star rating.

December 2, 2025

Original Review:
Officine Generale, OG, has a nominal return policy. The problem is that OG does not honor it.

I would give OG five stars for prompt delivery to the States. And I'd give four-five stars for product quality. But, their customer service deserves zero stars for pronounced indifference.

In my view, the quality of a product and the maker's credibility are equally important. Sellers who fail to stand behind their products, or who do not honor their word, do not deserve my business.

After I looked into and felt comfortable with Officine Generale's seemingly fair return policy, I ordered a pricey jacket directly from Officine Generale. Within a few days, the jacket was delivered. Unfortunately, the fit was not right. When I attempted to return the jacket via OG's online return portal, early on into OG's fairly tight return window, I was issued a return code and was assured that instructions and a return label would be issued shortly thereafter. At that point, I felt hopeful about OG’s return process. I was wrong. Very wrong. That was the last time I heard from Officine Generale. The instructions and the return label never materialized. And, all of my follow up messages, still within the return window, were outright ignored. Further, a return address is not posted.

Officine Generale did not adhere to its own return policy. Due to Officine Generale’s indifference, I was never able to make the return. So, I wound up with a pricey, ill-fitting jacket, major regrets and unnecessary aggravation. And, Officine Generale wound up with one less loyal customer. In the end, we both lost.

I would advise potential customers not to transact with an outfit that makes fine products but treats its clients with disdain. Avertissement!

Je me suis laissé tenter par cette marque qui semblait jouir d'une bonne réputation concernant leurs produits. Je me suis donc procuré sur leur boutique en ligne, deux pièces, un haut et un pantalon.
Mais alors je suis tombé de haut, très haut. Les matières ne sont pas exceptionnelles et elles bouloches rapidement quand à la finition, c'est catastrophique. Les coutures s'effilent de partout, sur l'ourlet et les boutons, un bouton de poche part sans aucune action dessus et tout ceci dés les premiers ports du vêtements.
Contacté, leur service client sert une berceuse avec une offre commerciale dont on ne voit jamais la couleur.
A ce niveau de gamme, c'est du jamais vu ! Officine Générale n'est pas du tout à la hauteur qu'elle veut bien se donner.
Pour moi, ce sera l'unique expérience et je ne recommande pas du tout car il y a bien d'autres marques plus sérieuses qui proposent de beaux et durables vêtements dans l'air du temps.

Besteld bij deze online shop met achteraf betalen via Klarna.
Online retourprocedure doorlopen. Voor mij was niet duidelijk dat ik, zonder hierom gevraagd of dit aangevinkt te hebben, een shop tegoed zou krijgen met ook nog eens een beperkte bestedingsperiode.
Via e-mail contact opgenomen. Medewerker gaf geen inhoudelijk antwoord op mijn vraag. Opnieuw contact opgenomen, nu krijg ik als antwoord dat ik zelf om shop-krediet heb gevraagd en dat dit niet aangepast wordt. Maar daar heb ik niet om gevraagd! Zeer klant onvriendelijk.
Aan potentiële klanten het advies om heel goed na te denken of men dit risico wil lopen.

9 november 2025
Klantenservice Officine Generale weigert mijn zogenaamde openstaande betaling bij Klarna af te melden en blijft bij mededeling dat ik om shop tegoed heb gevraagd. Dit is niet het geval.
Ook heb ik geen klantaccount bij dit bedrijf. Hoezo shop tegoed? Waar dan?
Ik heb de 2 bestelde artikelen keurig volgens het door Officine Generale retourbeleid geretourneerd. Wat dit bedrijf doet is opzettelijk klanten benadelen en weigeren klachten op te lossen.
Ik vraag me af of Officine Generale in financiële problemen verkeert?
Dit doet me erg denken aan mijn ervaring met Matches Fashion vlak voordat ze failliet gingen.
Ik heb Klarna het retourbewijs gegeven en ga ze nu inschakelen om dit probleem op te lossen.
Klarna biedt klanten kopersbescherming.

Une catastrophe... Première fois que je commande chez eux et sûrement la dernière. J'ai commandé un article, je demande un échange de taille. Une étiquette de retour m'est proposé, je renvoie le colis et il revient finalement chez moi car ils ne l'ont pas accepté. Depuis je demande un échange mais pas de réponse, ni par mail, ni par téléphone. A ce rythme, ça sera un remboursement. Vraiment j'ai jamais vu ça de ma vie, une vraie catastrophe ce SAV !

A fuir!!!!
Aucun sérieux, aucun suivi si vous rencontrez un problème .

In conclusion, (please see my email of 14 June below). I contacted Officine Generale as they suggested, I asked for a refund due to the incompetence, mis-information, rudeness and total absence of any customer care. The response was 'no' but they would make a reduction of £50 on my next purchase. It seems to me to be extremely insensitive, if a customer has a serious complaint that has not been properly addressed to offer a discount on a future purchase (something that would benefit Oficine Generale financially, far more than the customer). This company is broken, seemingly beyond repair.

They are scammers! Never refunded my order, they dont answer on my emails!

DONT BUY FROM THEM

I recently ordered a jacket on Officine Generale's website. When I received the jacket I realised it was too small and sent it back to Officine Generale to exchange it for a larger size. I didn't hear back from them for 3 weeks and had to eventually chase them for several days to get a response. They then informed me that the larger size had sold out despite it being available when my request for an exchange was approved. So in the end, my purchase was cancelled. As mentioned in other reviews, this is not an isolated incident. Dealing with Officine Generale might go smoothly until you need a refund/exchange or to deal with their customer service. The level of service is really pitiful for a brand that sells premium clothing. That was the first and last time I'll buy anything from you. Get your act together...