Stutthaus Opiniões 42

Resposta da Stutthaus

12/03/2026

Dear Thomas,

Thank you for your review.

We have checked your order and can confirm that it was placed 11 days ago. We also reviewed our customer service inbox and did not receive any message from your email address regarding this order.

If you need assistance or would like to confirm the tracking number of your shipment, please contact our customer support team directly at support@stutthaus.com and we will be happy to help you immediately.

For future cases, we kindly recommend contacting our customer service team first so we can resolve any issue as quickly as possible.

Best regards,
STUTTHAUS Support Team

Resposta da Stutthaus

6/03/2026

Lamentamos que su experiencia no haya sido la esperada.

Su pedido tardó más de lo habitual. Normalmente nuestros envíos se entregan en aproximadamente una semana, pero en su caso el envío se retrasó porque uno de los productos de su pedido no estaba disponible en el almacén en ese momento. Pedimos disculpas por las molestias ocasionadas.

También nos apena que no haya contactado con nuestro servicio de atención al cliente para gestionar una posible devolución. Siempre estamos aquí para ayudar y reembolsamos sin problema los pedidos cuando los clientes no quedan satisfechos.

Aunque la gran mayoría de nuestros clientes están satisfechos con nuestros productos, entendemos que puede haber casos en los que la calidad no cumpla las expectativas de todos.

Lamentamos sinceramente su experiencia y le pedimos disculpas por cualquier inconveniente causado.

Resposta da Stutthaus

17/01/2026

Hello Izabela,

Thank you for sharing your feedback.

We would like to clarify a few important points for transparency. The delay you experienced occurred during the peak holiday period, when logistics across Europe were heavily impacted. Our European warehouse experienced temporary slowdowns due to public holidays and increased seasonal volume, which unfortunately extended delivery times beyond the usual standard. We sincerely apologise for this delay.

Regarding the missing item: in some cases, orders are shipped in separate packages, as items may depart from different warehouse locations. This is a common logistics practice, and the remaining item was dispatched in a separate shipment. In such situations, we always recommend first checking how many parcels were sent before assuming an order is incomplete.

As for product quality, we respectfully disagree with the characterization provided. As can be seen from many other customer reviews, quality is one of our most frequently praised strengths. Our products are designed and produced according to European standards, and the absence of an internal label does not indicate inferior quality but rather reflects our minimalist production approach, which complies with EU regulations.

We would also like to note that we were not contacted prior to this review regarding quality concerns, missing items, or a request for support. We are always willing to assist, explain, or resolve issues directly, and many situations can be clarified quickly when communication takes place.

We regret that this experience did not meet your expectations and remain available should you wish to contact us directly to discuss the matter further.

Kind regards,
STUTTHAUS

Resposta da Stutthaus

15/01/2026

Hello,

Thank you for taking the time to share your feedback.

We would like to clarify that the delay in shipping was caused by public holidays, during which our logistics warehouse in Lithuania—from where orders are dispatched across Europe—was temporarily not operating. This unfortunately resulted in a longer delivery time than usual, for which we sincerely apologise.

Regarding product quality, as can be seen in many other customer reviews, quality is one of the aspects most frequently highlighted in a positive way. That said, we also note that you did not contact our customer support at any stage regarding the alleged quality issues or to request a return or exchange. We are always open to resolving such matters directly and fairly.

Posting a negative review without first allowing us the opportunity to assist often leads to incomplete or misleading conclusions, which does not reflect our standard customer service approach.

We remain available to help should you wish to contact us directly and discuss this matter properly.

We wish you a pleasant day.

Resposta da Stutthaus

9/01/2026

Hello,

Thank you for taking the time to leave a review.

First of all, we regret that we are unable to identify your order, as the review is posted anonymously. Unfortunately, this prevents us from verifying whether you contacted our support team or reviewing the specific details of your case.

Regarding delivery delays: during the Christmas period, shipment volumes increased by more than 10×, which did unfortunately cause delays. We fully acknowledge this and take responsibility for the longer delivery times during that exceptional period.

As for customs taxes and fees: all our orders are shipped from within the European Union. If a delivery is made outside the EU, import duties and taxes may apply according to the destination country’s regulations. This is standard international practice and, regrettably, outside of our control.

Concerning product quality, we are genuinely surprised by this feedback, as the vast majority of our customers regularly praise the quality of our products. That said, we always encourage customers to reach out to us directly so we can review the situation and offer a solution where possible.

We remain open to resolving issues and would be happy to assist if you contact us directly with your order details.

Kind regards,
STUTTHAUS Team

Resposta da Stutthaus

Actualizada a 26/11/2025

Hi there,

Thank you for taking the time to leave a review. We’re genuinely sorry to hear that you feel disappointed — but some of the points mentioned sound more like assumptions rather than issues that were actually experienced with our customer service.

You mentioned that you “won’t contact us for a return as you believe you won’t get your money back”. We fully understand that past experiences with other companies might shape this fear, but it’s not fair to transfer those experiences to us without giving us the chance to help. You have never reached out to request a return or refund, so it’s impossible to judge how we would have handled it — we always process returns quickly and transparently, and thousands of customers can confirm that.

Regarding logistics:
Our operational warehouse is located in Lithuania because it allows us to serve customers across the EU and Northern Europe efficiently — especially as we ship a large volume to Scandinavian countries. This is clearly stated, and it’s a normal setup for many European brands. Our brand identity is inspired by German automotive culture, but fulfillment is handled from our EU logistics centre.

As for product quality:
If any item doesn’t meet expectations, we always encourage customers to contact us so we can assist or organise a return. Without communication from you, we unfortunately had no opportunity to resolve anything.

We are always here to help, and we remain fully committed to customer satisfaction. If you decide to reach out, we’ll be more than happy to assist you promptly.

Kind regards,
Stutthaus Team

Resposta da Stutthaus

19/11/2025

Thank you very much for your feedback.

We completely understand your disappointment — this November our warehouse struggled to handle more than 10× the usual order volume during the Black Friday period. As a result, many orders were unfortunately delayed, and we sincerely apologise for the inconvenience this caused.

As you mentioned, we always reply to all customer messages within 24 working hours, providing full updates about order status and any possible delays.
We truly appreciate your patience, and we’re very glad to hear that you are satisfied with the quality of the T-shirt.

Thank you again for your honest review — it helps us improve and ensures we’re better prepared for next year.

Kind regards,
The Stutthaus Team