Andostores Opiniões 24

Resposta da Andostores

Há 2 dias

Hello Ana,

I hope you are well and thank you so much for such lovely feedback, and we are so glad you love your order.

If you ever have any questions please email us at: hello@andostores.com we aim to reply within 24 hours.

Have a lovely rest of your week.

Kind regards,
Ando Stores Team

Resposta da Andostores

Há 2 dias

Hello Lisa,

I hope you are well.

Thank you so much for such lovely feedback, we are so sorry to hear your item was damaged during transit but glad to hear our customer service team were able to help you.

If you ever have any questions please email us at: hello@andostores.com we aim to reply within 24 hours.

Kind regards,
Ando Stores Team

Resposta da Andostores

9/04/2026

Hello Tony,

I hope you are well.

Thank you so much for such lovely feedback, and we are glad Clare was able to help you through this.
If you ever have any questions please email us at: hello@andostores.com.

Kind regards,
Ando Stores Team

Resposta da Andostores

9/04/2026

Hello Ally,

We hope you are well and we are very sorry to hear that you feel disappointed with your experience.
We completely understand how frustrating it must be when an order is marked as delivered but you are unable to locate it, especially when you later discover it may have been stolen.
Royal Mail confirmed delivery to your address and provided a photograph showing the parcel left at what they recorded as a designated safe place. We understand that you have since advised that this location was not secure and that the parcel was unfortunately taken from your doorstep.
We would also like to reassure you that we have never refused a refund, we have been corresponding with you while Royal Mail carried out their investigation, and throughout this process we offered both a replacement or a refund.

We are pleased that this has now been resolved and that you have accepted a replacement. We are very sorry again that this situation occurred and truly appreciate your patience while we worked through the investigation.

Kind regards,
Ando Stores Team

Resposta da Andostores

31/03/2026

Hello Matters Matterson,

We hope you are well and we are very sorry to hear that you feel disappointed with your experience. We really understand how frustrating it is to wait for an order and still not to have recieved it.

We cannot find any orders under your name, please could you email us at hello@andostores.com and let us know you have been in contact with us via Trustpilot, so we can find out what happened with your order and why it was delayed. Sometimes delays can happen due to ordering a ‘pre order’ item which is an item we do not have in stock yet but it is arriving soon and we can only dispatch this once it arrives at our warehouse.

We would love to be able to see how we can help and make this better for you, so please do email us so we can make the experience a better one :)

Have a lovely week and kind regards,
Ando Stores Team

Resposta da Andostores

12/03/2026

Hello Gabrielle,

We hope you are well and we are very sorry to hear that you feel disappointed with your experience. We completely understand how frustrating it must feel when you are waiting for an order and are unsure of its status.

Unfortunately we did not receive any email from you, however as soon as this review was posted we emailed you immediately on the 4th of March. We are so sorry you were wating for a response from us, we usually reply to all emails within 24 hours. We completely appreciate that the delay and lack of clear communication has caused frustration, and we sincerely apologise for this experience. This is not the standard we aim to provide for our customers.

We have not received a response from you since but we explained that the item you ordered was on pre-order of 2 weeks but we are sorry to hear that this was a little longer than expected. We were in the process of contacting customers to let them know of a slight delay so we’re very sorry that this hadn’t reached you yet. We can now see your order was dispatched on the 11th March and we hope you are happy with your order 😊
We truly value our customers and are very sorry that this situation has left you feeling disappointed.

Have a lovely week and kind regards,

Ando Stores Team

Resposta da Andostores

4/03/2026

Dear Rosie,

We hope you are well and we are so sorry to hear that you feel disappointed with your experience, and we completely understand how frustrating it must be when an order is marked as delivered but you are unable to locate it.

You first contacted us on 15th February to advise that your order was showing as delivered but had not been received. We responded immediately to confirm that we would escalate this with Royal Mail to investigate further.

Following their investigation, it was confirmed that the parcel had been delivered to the “safe place”, which in this case was your recycling box. As the safe place delivery option had been chosen, the courier considered the parcel successfully delivered in line with the delivery instructions provided.

We did contact Yaya Studios to let them know what had happened with your order and they did offered to resend your print as a gesture of goodwill, which we relayed to you. We understand you declined this option.

As a further attempt to resolve the matter positively, we then offered a credit note as an alternative solution. We have not yet received a response regarding this offer, but we are of course happy to still offer this to you.

Please note we are a multi-brand store and work closely with both our courier partners and suppliers to resolve issues fairly and promptly. We are very sorry that this situation has caused disappointment, as this is never the experience we aim to provide.

Please do feel free to reply to our email should you wish to accept the credit note or discuss this further — we are more than happy to help.

Thank you and kind regards,

Ando Stores Team

Resposta da Andostores

Actualizada a 13/12/2025

Hi Kyle,

We are so sorry you have experienced a delay with your item and completely understand your frustration.

Routinely orders placed before 2pm are dispatched same day, from our UK warehouse. We also offer next day delivery via DPD, as well as economy shipping with Evri and Royal Mail - which is typically 2-3 days.

In the case of your item, we can see it was something oversize that is one of a handful of items that ships from our partner UK warehouse. These are usually shipped within 3-5 days, which is clearly communicated on both the product page and at checkout. We can see this has been escalated by the customer service team to determine why there had been an usual delay of a couple of days longer. Microscooters can experience delays pre Christmas due to high demand and we are so sorry this has been the case. We can see the order is now shipped and delivered today.

Please note that we are a multi-brand store and do not have a manufacture to order process. In any case scooter manufacturer can take many weeks. We dispatch scooters usually next day, but up to 5 days during exceptionally busy Black Friday periods. We understand this is a long wait and so want to try and put this right - we have emailed with options.

With the exception of a tiny number of items, where necessary longer lead times are communicated at checkout, all other items leave same day from the UK. We’re sorry we’ve fallen short and will be in touch over email to rectify the delay to your order arriving.


Thank you and kind regards,

Ando Stores Team

Resposta da Andostores

18/10/2025

Hi Mel,

Thank you so much for sharing your experience with us. We're truly sorry for the delay, but we're glad Clare was able to assist you.
We genuinely appreciate your continued trust in choosing us for your orders. Providing excellent customer service is very important to us, so it means a lot to hear that you value it and took the time to share your feedback.

Kind regards,
Ando Customer Team

Resposta da Andostores

13/10/2025

Hi Laura,

Thank you for sharing your experience and we are so sorry you’ve had this experience with us.
I can see you placed your order last week and reached out on Friday regarding your order. One of my colleagues responded the same day and began investigating the issue right away. This kind of delay with orders is unusual, and it appears there may have been a problem either during the pick-and-pack process or with the courier — we’re still looking into it. In the meantime, our customer service team has offered three possible solutions to help resolve this quickly:

1. We can send you an alternative size via next-day delivery (if that’s a workable option).
2. We can continue investigating to see if the courier has your original parcel or if it’s been lost.
3. If neither of the above suits, we’re happy to issue a full refund.

Please let us know which option you'd prefer, and again, we sincerely apologise for the inconvenience. We’re committed to making this right for you.

Kind regards,
Ando Team

Resposta da Andostores

7/10/2025

Hi Tara,

Thank you so much for sharing your experience with us and your thoughtful review.
We're thrilled to hear you had a great experience finding gifts for your friends' children and your niece and nephew. It means a lot to know you were happy with the quality—it's something we take great pride in.

Have a lovely rest of your week.

Kind regards,
Ando Customer Team

Resposta da Andostores

4/10/2025

Hi Cara,

Thank you so much for sharing your experience with us.
We truly appreciate your trust in choosing us for your order. Providing excellent customer service and high-quality products is something we care deeply about, so it means a lot to know that you value this and took the time to share your feedback.

Kind regards,
Ando Customer Team

Resposta da Andostores

4/10/2025

Hi Charlotte,

Thank you so much for sharing your experience, we are so happy you found our customer service helpful!

Have a lovely weekend.

Kind regards,
Ando Customer Team

Resposta da Andostores

1/10/2025

Hi Clare,

Thank you so much for sharing your experience.
We are so pleased to hear you received your order quickly, and you are happy with your order.
Fantastic to hear the exchange process went smoothly too.
Have a lovely day.

Kind regards,
Ando Customer Team

Resposta da Andostores

28/09/2025

Hi Hannah,

Thank you for sharing your experience and so sorry you’ve had a bad experience. We’ve immediately looked back at your email and can see that someone at Ando replied to your message today. Your email was sent late on Thursday and was responded to over the weekend even, today (Sunday) at 12.11pm.
We can see the order was made for a framed art print, these are created direct by the artist and so are not dispatched directly from us. We do make a note at checkout on this and in the product listings to say the items can be 2-5 working days for printing. All other items are sent by 2pm from our UK warehouse, with the exception of art prints and preorders. The artist should then send the tracking, so we are so sorry if this has not yet updated. We are so sad to hear of your frustration and have been straight in touch with the artist now to see if there has been any print delay.
We understand this has not met expectations and aim to offer products of the highest quality and to resolve issues as quickly as possible, please do email us at hello@andostores.com if we can help any further or respond to our email from today. We always aim to respond to all emails within 1-2 working days, if not soon.

Kind regards, Ando Customer Team

Resposta da Andostores

Actualizada a 13/09/2025

Dear Naomi,

I am so sorry to hear about your experience, and I completely understand your frustration with both the delay and lack of communication on the arrival of item. This is absolutely not the service we aim to provide, and I sincerely apologise for the inconvenience this has caused.
Ordinarily all orders placed before 2pm are dispatched the same working day for our UK warehouse. I can see that your order took much longer due to the item being a preorder item. We had estimated 1-2 weeks at the time of checkout but can see that unfortunately there had been some unforeseen customs delays with the stock, which meant the estimate was not as accurate as normal. We take your feedback seriously and I understand how important it is for our customers to have updates and clarity on their purchases. We are so sorry to have let you down and would love to take it right. Please email us at hello@andostores.com if you feel your concern has not been resolved and we can look into how we can help.

Kind regards,
Ando Customer Team

Resposta da Andostores

Actualizada a 13/09/2025

Dear Jamie

I’m truly sorry to hear about the courier issue you’ve experienced with your recent order, and I completely understand how disappointing it must be to pay for delivery and not receive the service in the expected time frame.

I’ve looked into this and It looks like the order was dispatched to the courier as planned, within the working day, but that there was an issue with the Saturday delivery service with our courier DPD and subsequently the tracking link provided did not update. This is certainly not the experience we aim to offer and are so sorry. Please rest assured we deliver thousands of items each day and work with both Royal Mail, DPD and DHL so we can try to offer the best delivery services, although we understand this has really fallen short this time. We do also aim ro respond to all queries within 1-2 working days and I can see we did process a full refund on the Tuesday for the shipping, because we could see that the courier had not delivered your order on time.

If you feel your issue is still unresolved however, please do email us at hello@andostores.com so we can ensure your concerns are addressed, as we'd really like to make this right.

Kind regards,
Ando Customer Team

Resposta da Andostores

Actualizada a 13/09/2025

Dear Sophia,

Thank you for sharing your experience, and I’m really sorry for the confusion and the frustration surrounding your recent order.

I have looked back at your messages on Instagram and can see that you mentioned that you had emailed the artist, Yaya Studios, directly. We’re not sure if they had responded but sadly, we would not of seen this correspondence. However, I could see that my colleague at Ando replied to your message on our Ando Stores Instagram page and subsequently immediately looked into why our artist, Yaya Studios, did not send your print with the frame. It looks like this was human error at the studio and we are so sorry there was a mistake with the order details. This particular artist sends the print directly from her EU studio, and not our UK Warehouse, and so we certainly understand how disappointing it must have been to not receive the product as expected.
I’m glad to hear that you received a refund, but I sincerely apologise that the frame did not arrive. We’ve reached out again to the artist to ensure that this issue is fully resolved and will be looking into how we can avoid such errors moving forward.

We are so sad to hear of this frustrating situation and for your frustration - we always aim to offer products of the highest quality and to resolve issues as quickly as possible, please do email us at hello@andostores.com if we can help any further. We aim to respond to all emails within 1-2 working days.

Kind regards,
Ando Customer Team