Replay Opiniões 300

Le service client n'est pas à la hauteur de la marque. plusieurs jours à me répondre pour confirmer une commande.le site ne fonctionne pas pour effectuer un retour et avoir un formulaire de retour. Obligation de contacter par téléphone et là encore pas de contact.
Très très déçue de cette expérience.
Évitez l'achat en ligne qui est totalement obsolète !

Ordered 2 pairs of jeans from their on-line website. Had calculated that I would potentially be liable for VAT at 20% on £258. Prior to delivery UPS notified me that there was a fee payable of £112. Wrote to Replay customer service team who just quoted their terms and conditions (they do not understand the purpose of customer service). Informed them that I didn't want the jeans and will dispute all costs. There are much better companies to buy jeans from which are of equal quality.

Ho acquistato a fari spenti sul sito di questo marchio importante e conosciutissimo..dopo ho letto le recensioni su trustpilot e ho incrociato le dita...devo dire che a me è andato tutto bene ..tempi di consegna rispettati e cordiali al caalcenter,

This review is intended to inform other customers — especially those outside Italy — about systemic issues I experienced with Replay / Fashion Box S.p.A. (Replayjeans.com) regarding cross-border VAT, customs handling, and customer service.

Timeline: The issue lasted over 12 weeks (24 messages exchanged) from July to October 2025.

1. VAT and customs were handled incorrectly
As a Norwegian customer, Replay is legally required under the VOEC scheme to:
- charge VAT (NOK) at checkout,
- declare the shipment with their VOEC number,
- ensure the consumer is not charged import VAT or brokerage fees.

Replay failed to do so, resulting in UPS charging me NOK 527 in VAT and fees.

2. Customer service repeatedly provided incorrect information
Throughout the process, Replay:
- asserted interpretations of tax rules that were demonstrably incorrect,
- insisted that customers must pay import charges (contrary to VOEC and consumer law),
- avoided acknowledging factual errors even when presented with documentation,
- ignored the solution I provided (a Norwegian bank account for NOK refunds) and instead repeatedly used EUR transfers that resulted in further shortfalls.

3. Resolution only came after persistence and detailed legal knowledge
It took 24 messages across more than 12 weeks to obtain a full refund.
Replay introduced new obstacles at almost every step, and several refund attempts were mishandled due to improper currency handling.

To be clear:
Without detailed knowledge of VOEC rules, EU e-commerce regulations, and my rights as a consumer, I likely would have given up — many other customers likely face similar challenges.

4. For customers in other countries
- EU customers: Intra-EU shipments should never incur customs fees; such charges typically indicate incorrect declaration by the sender.
- UK customers: For orders under £135, VAT must be collected at checkout; missing VAT often leads to improper import charges.
- Non-EU/EEA customers: Sellers must clearly inform consumers of any import charges in advance, as required by the EU Consumer Rights Directive (Art. 6).

Summary
Replay eventually refunded the full amount, but only after considerable effort.
The core issue was not the money — it was the incorrect information, obstructive handling, and failure to comply with established cross-border VAT rules.

Customers outside Italy should be prepared to assert their rights clearly — and persistently — if similar issues arise.

unfähige Vorgesetzte Leitungs Personen.
Es wird mit Einschüchterung gearbeitet.
Mitarbeiter werden kurzfristig ausgetauscht.

I don’t have much time to write reviews but this has to be said. I visited the store in Barcelona last week on Paseo de Gracia. I purchased a winter jacket for 249€. After getting home and thinking it over, I decided to return the jacket to find something better for the value. Upon arrival to the desk for a return credit to my account, I state the jacket was still unworn, still with tags, same shopping bag, with the purchase receipt. …. 2 days later and was told I could either exchange it for something else or receive a store voucher/credit! Surprised as I was, I did not argue the matter as the policy was stated on the receipt. I honestly cannot recall any credible retailer who does not offer a refund in the form of the payment tendered for something unworn, with tags etc, within 7-14 days or more. I did not argue the matter but was absolutely turned off from this company forever. This store has been on Paseo de Gracia for years and it baffles me as to who’s purchasing their product with such unfavourable customer service policies. Ive never really cared for their products and/or quality of them but took a spontaneous chance this time and got burned. Im stuck with a store voucher that I may never use. It reminded me to trust my gut for future and warn others of what to expect here.

Unfortunately i am one of the many that did not read correctly. Customer service in Italy did explain it very well and understood and it does say purchases over £135 can be charged. My only advice to people is not to purchase from abroad. My tax as over £95 which i can only say is the most expensive delivery i have had for clothes, and they might not fit !! Really crazy, but they do free returns ! haha. More annoyed at myself for thinking i might get bargains ! Once bitten, never again.

Ich erwarb im sale Anfang 2025 mehrere Kleidungsstücke (_Winterware), die wie ich jetzt feststellte (im Sommer trägt man Sommerkleidung) nach ein paar mal Tragen Qualitätsmängel aufweist! Leider konnte mir über dem Store aufgrund fehlendem Kaufnachweises nicht geholfen werden und man verwies mich an dem Kundenservice der mir eine Handy Nr einer Sachbearbeiterin gab. Mehrmalige Anrufe dort scheiterten ! Schade, dass Replay sich für Ihre Qualität zu dem immer noch teurem Saleverkaufspreis nicht hierfür interessiert! Eine Email blieb ebenso unbeantwortet!

As everyone else is saying I expected to pay £150 for jeans, received an order confirmation saying that amount included tax and now courier arrives asking for an additional £118. The replay customer service team then tell me that dispite rejecting the parcel that I will be pursued for the duty thru the courts. Avoid avoid avoid!

Acheté un pantalon 120 € 
la fermeture éclairs lâche 2 mois après.
Contacté service par email ... attente réponse, mais vu les avis que j'aurais dû consulté avant je me fais pas d'illusion...
-> Réponse SAV = par iA rapide mais totalement déconnecté du réel, elle propose un retour gratuit (sans remboursement assuré). Mais vu les avis évoquant des produits qui disparus après cette même procédure j'ai préféré mettre fin à ce monologue sans intérêt.
Je fais donc baissé la note à une seule étoile

Like many others here, I bought a pair of Replay jeans from their UK website — only to find out later that I had to pay £76 in import fees.

I often buy clothes and shoes of similar value from other UK websites that are normally shipped from other European countries, such as France and Netherlands, and I’ve never been charged any customs fees.

So, is everyone else doing it wrong?

Firma Replay meldet sich einfach nicht zurück!
Ich kann niemanden empfehlen, bei Replay im Internet etwas zu bestellen.
Ich hatte eine Hose bestellt, die leider zu groß ist.
Ich habe versucht über das Formular mit Replay in Verbindung zu treten, um die Hose umzutauschen.
Ich habe niemals eine Rückmeldung erhalten!!!
Keine Chance die Ware umzutauschen, einfach nur eine große Enttäuschung!
Von mir gibt es keine Empfehlung für diese Firma, Finger weg!

J'ai acheté un jeans en boutique il y a 10 mois. Il bouloche, étonnant pour un jeans ! Et il s'est déjà troué au genou. Je suis très déçue de la médiocre qualité surtout que les prix ne sont pas donnés.

Ho ordinato un paio di jeans ihyerflex la prima volta si è perso il pacco poi la seconda volta è arrivato un jeans totalmente diverso da quello nella descrizione il jeans che io conosco bene in quanto acquisto da diversi anni è un jeans skinny stretto e praticamente non vestibile il tessuto ha ceduto il servizio clienti guardando semplicemente le etichette che ho inviato mi hanno detto che per loro era tutto in ordine ,problema non risolto servizio clienti pessimo

Shit customer service. Bought three pants, one jeans that’s fine. A chino that’s slimfit which was ok, another chino that’s the exact same fitting and size/model, happens to be a stretch pants that would not miss it’s role in a ballet.

Customer service reply; you’re just too late letting us know. Our advice is: go bugger off :).

Well, I will boys! I’ve bought tons of clothing from this brand, but this was a great example of why to bugger off.

Horrendous ongoing issues with Replay. As others have experienced, a bland statement on their website about being responsible for import fees but no inkling that these fees would be over £100 for 2 pairs of jeans!! Customer services were very unhelpful on the phone. Both jeans were unfortunately not right for my son, so started the returns process over 3 weeks ago, costing £21 for a tracked service to Italy. Package is still being assessed by customs - Royal Mail say Replay would have been contacted, they are saying they haven’t. I’m not at all confident I will end up with a refund, so will have lost over £300 with nothing to show for it. Feels like a robbery.

Arnaque !
J’ai retourné plusieurs pantalons, mais la marque prétend n’en avoir reçu qu’un seul. Aucun remboursement complet, aucun geste, aucune enquête auprès du transporteur. Service client scandaleux. À fuir absolument !

I ordered from Replay’s website without being warned at checkout that I’d be liable for UK import duties. Only after delivery did I receive a bill for customs charges. When I contacted Replay, they referred me to their terms and insisted these fees must be paid regardless of refund or return status.

This is misleading. UK consumer law requires retailers to disclose all charges before purchase, and Replay fails to do this at checkout. I’ve since seen multiple other Trustpilot reviews from UK customers reporting the same issue — no clear warning, unexpected duty fees, and unhelpful customer service.

Replay may think burying a vague line in their Terms covers them, but in practice customers are being misled. At best this is poor transparency, at worst it’s a breach of consumer law. I will be escalating this through my card provider and Trading Standards.

Shoppers in the UK: be warned, you will likely face hidden import duties with Replay, and they will not take responsibility.

N'achetez pas de produits sur leur site internet.J'ai commandé trois pantalons et je les ai retournés. Ils disent n'en avoir reçu qu'un seul. Et ils refusent de me les rembourser. Ils refusent également de faire une réclamation auprès du transporteur. C'est une honte, ce sont des voleurs. J'ai vu sur Trustpilot que d'autres clients ont été victimes comme moi.

Koop nooit iets bij dit bedrijf!!
2 broeken besteld die niet op mijn adres aankwamen maar pas na bijna 3 weken op een UPS afgiftepunt.
Omdat ik van de koop afzag, regelde REPLAY zelf de afhaling bij mij thuis. Pakket werd op 14 august 2025 afgehaald door UPS maar kwam maar niet aan bij REPLAY. Alles was op camera vastgelegd; kenteken, tijd, overdracht pakket, etc. Echter was de door REPLAY opgegeven trackingcode niet traceerbaar, ook niet bij UPS. REPLAY ondernam geen enkele actie. Na meerdere mails naar REPLAY Customer Care (GIOVANNA) werd probleem telkens bij mij neergelegd, ik moest maar een onderzoek bij UPS starten, hetgeen alleen maar kan worden gedaan door de opdrachtgever (=REPLAY). Er werd geen enkele poging gedaan om te checken waar het pakket kon zijn en heb nooit een inhoudelijke reactie gehad. Uiteindelijk op 8 september een unaniem geautomatiseerd bericht ontvangen dat het pakket wel was ontvangen. Dat mag toch echt geen Customer Care heten.