ALIGNE Avis 187

I ordered several items from Aligne a few years ago when it first opened and all of them were massive, not in the way that's currently fashionable but unwearably huge. Then it was a battle to prove I had returned the items and get a refund. I'm someone who almost never returns items.

I decided to give things another go and ordered a coat on sale so that at least I wouldn't lose much money if things went wrong. I guessed they would have had to have fixed the sizing issues by now but ordered a size down just in case. I checked my measurements against the size guide.

When the coat arrived, it was again unwearable because it was enormous. In addition, an attached cape didn't fit the coat--the cape was too narrow at the shoulders compared to the underlying jacket and bunched up.

To add insult to injury, shipping costs more than it has to because they use a premium service, and I had to pay for the return.

I emailed them to let them know (1) how off the sizing was and (2) about the quality control issues with the sizing of the attached cape and they have written back to say that they checked and there's no quality control issue (not true) and this:

"As advised, our size guides are intended as a general reference to standard sizing and are not specific to each individual style, cut, or fit. This is why we always encourage customers to reach out to us prior to purchasing if they have concerns or would like more detailed guidance on a particular garment."

So be aware that YOU are responsible for ensuring that their size guides are correct! Shocking customer service and who can afford to shop where returns cost but the size guides are so poor that it's a guess as to whether something will fit. I won't be going back.

*****
Edited in response to their reply. When I received my "refund" they had somehow deducted nearly £10 from what I paid. Beware.

I placed an order on 24-Dec, no update until 29-Dec stating that it has been despatched. When checking the tracking link provided, the item had not yet been send to the courier, just the tracking had been generated.

Understandably, holidays are busy but this was too much of a delay for me so I emailed them at their customerservice email on 3-Jan requesting a cancellation and refund since the item still had not moved.

After I emailed them to cancel, a few days later on 5-Jan I received a depatch email (again) and now on 7-Jan the item is out for delivery. I have requested a cancellation before it was actually depatched so I emailed again to advise that I would still be looking for a full refund when I now return the item.

This is because the despatch and delivery time is outside their specified window, with no notice of a delay and they have charged for a delivery service that they did not provide and they also mention a restocking / return fee which I do not expect to pay in this instance.

Unfortunately I am yet to receive a reply or acknowledgement of either of my 2 emails (and 1 message through their website) so not sure how other customers are praising their customer service when I have not received any such service for my order.

Just hoping I actually get my refund when I return but first and last time ordering from them.

Amazing customer service from Jodie, she helped me with a delivery issue over Christmas, she was so kind and offered a really generous solution and is reorganising the delivery to Europe instead of the Uk.

Nice quality items, just had to figure out my sizing. In the process I was blown away by the customer service! For that reason alone I will try to buy more from this company!

Kind and efficient help.

I’ve never had to rate a company 1 star on trustpilot before. But I don’t understand how else to get a response from Aligne. I can see that many others have had the same issues. I ordered a top 3 weeks ago and it’s not arrived. I emailed Aligne, the last time a week ago - and I’ve not heard anything from them. I’ve been charged £150. Terrible customer service for a brand that pitches themselves as a small brand supposedly selling quality.

Spent 175 Pounds on the Betty jacket for it to come apart within the year / emailed twice for help and received no response. Shocking and will not be buying from them again. Poor quality at high prices.

Super responsive and helpful customer care. So appreciated!

Delivery error was followed by excellent customer service from Jodie, who dealt with the return and refund quickly and efficiently.

Lovely helpful customer service

Had a problem returning item outside return window but excellent email customer service from Jodie - went above and beyond. Thank you.

Great communication and delivery turnaround.
Product quality is so good and sizes are accurate, which is always helpful with online orders.
Would definitely recommend this brand for further purchases.

Easy and fast solution to regain my missing order, thank you!

Had some issues with DPD but Aligne couldn’t be any better in their support. Jodie was phenomenal, replacing the missing parcel immediately and staying in close comms to make sure all resolved. Looking forward to shopping with them again knowing what a fantastic service they provide.

When my delivery arrived there was no cardigan in the package. I contacted customer services and Jodie was amazing. They resent out a new item straight away. Very grateful

I’ve shopped at Aligne several times before and it’s always been a seamless experience. This time it didn’t go well- the package arrived minus the item! However the customer service team were fantastic- I had a refund within 48 hours ( as it was the last one 😥). So a completely stress- free experience in the end!

Great customer service

I have ordered from Aligne multiple times, as I love the clothes. I have never had any issues at all with orders or returns. I had a particularly good service experience recently where my return was lost on the way back to them. This was worrying but they made it all very simple and sorted the refund for me. Thank you!

lovely clothes, very unique and quality is great. the customer service team is also very responsive and helpful. will be buying again!

Excellent service and very polite
First class service