Le service Retour seat déroulé très rapidement et le service client a repondu très rapidement. Ca Faisait longtemps que je n avais pas eu use experience agreable Avec mon achat. J avais arreté d ache... Ver mais
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Had some difficulties with a refund on return , because of Italian warehouse errors and missing client support staff. Finally everything finished nicely and Iro even offered me a free product as an ex... Ver mais
Returned shoes worth EUR 450 I bought online in February, parcel received by "Lucie" a month ago, IRO PARIS neither confirmed reception of my return, nor reimbursed me. Shoes were unworn, in original... Ver mais
A empresa respondeu
The worst customer service I've ever seen: I put an order several days ago on their website, the payment went through. However, I've never received any confirmation by email. I reached out several tim... Ver mais
A empresa respondeu
Informações sobre a empresa
Escrito pela empresa
Fondée à Paris en 2005, IRO incarne une vision contemporaine du chic parisien, mêlant élégance intemporelle, attitude audacieuse et savoir-faire exigeant. Pensée comme une silhouette reconnaissable entre toutes, la marque propose un vestiaire moderne où se rencontrent structure et fluidité, sophistication et décontraction, héritage et innovation. IRO développe des collections inspirées par l’énergie de Paris, la culture contemporaine, le cinéma français et le design. Chaque pièce est imaginée avec une attention particulière portée à la coupe, aux proportions et aux matières, afin de créer des silhouettes fortes, féminines et naturellement élégantes. La marque est reconnue pour son expertise du cuir, du tailoring, du denim et des textures signature qui définissent l’ADN IRO saison après saison. Entre lignes précises, contrastes subtils et détails raffinés, les collections traduisent une allure instinctive et moderne, pensée pour des femmes confiantes, libres et affirmées. Chez IRO, nous croyons qu’un vêtement doit traverser le temps tout en restant profondément ancré dans le présent. Notre ambition est de proposer une mode expressive, durable dans son style et fidèle à l’esprit parisien : libre, sophistiqué et résolument contemporain.
Informações de contacto
Paris, França
- serviceclients@iro.fr
- www.iroparis.com
2,6
Mau
113 opiniões
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The worst
The worst. You can spend 2000 euros and then they don’t send you most of your stuff and the stuff they send is not what you bought.
3 de fevereiro de 2025
Opinião espontânea
Resposta da IRO
Dear,
We have read your feedback carefully and take it very seriously.
Your comment has enabled us to take a step back from the way we operate. We are aware that this experience has not lived up to your expectations, particularly in terms of customer service or follow-up. This does not reflect the high standards we set for our brand.
We have embarked on an in-depth process to improve our services, strengthen our teams and offer you a better experience. This process is ongoing, and your feedback has been essential in enabling us to move in the right direction. Please do not hesitate to come back to us so that we can respond in more detail to your request. We are always ready to listen.
Thank you for taking the time to share your experience - we're listening, and moving forward with you.
IRO
Service client inexistant
J'ai écrit 2 fois via le formulaire de contact à cette marque pour avoir des précisions sur des tailles. Je n'ai jamais reçu de réponses. En revanche, la marque a bien imprimé mon adresse mail puisqu'elle m'adresse des sollicitations régulièrement. Bref, je ne recommande pas. Ça laisse présager du traitement des demandes en cas de souci. Communication 0
5 de junho de 2025
Opinião espontânea
Resposta da IRO
Cher Mo,
Nous avons lu avec attention votre retour et nous le recevons avec beaucoup de sérieux.
Nous sommes conscients que cette expérience n’a pas été à la hauteur de vos attentes, notamment en matière de service client. Cela ne reflète pas l’exigence que nous avons pour notre marque.
Nous avons engagé un travail en profondeur pour améliorer nos services, renforcer nos équipes et vous offrir une meilleure expérience. N'hésitez pas à revenir vers nous si vous avez d'autres questions.
Merci à vous d'avoir pris le temps de partager votre expérience – nous vous écoutons, et nous avançons avec vous.
IRO
Parcel stuck in customs with customer…
Parcel stuck in customs with customer service not responding:
I played an order on 8th of June online. As other reviewers have said, it was never confirmed but I received a UPS notification it was dispatched. On the 13th UPS asked me for details such as VAT number, account etc. for clearing customs. Duties and taxes are paid by IRO so customer should not have to deal with this.
They were so unhelpful, they gave me the details to provide to UPS instead of doing ir themselves putting me in the middle.
UPS emailed back to say who will pay the charges!! I have no idea! IRO? They say they have reached out to IRO to no avail. I don’t have my parcel and now in the position of mediating between IRO and UPS… what incompetence. Other EU companies deliver without a hiccup. I ordered from a spanish much smaller retailer and got my order literally in 2 days … sort it out IRO!!
20 de junho de 2025
Opinião espontânea
Resposta da IRO
Dear Negar,
We have read your feedback carefully and take it very seriously. We are sincerely sorry for this experience.
We are aware that some experiences have not lived up to your expectations, particularly in terms of customer service or tracking. Customs fees are indeed our responsibility when it comes to UK orders, and we are very sorry that these fees were such a problem. Your comments have enabled us to take a step back from the way we operate. It doesn't reflect the high standards we set for our brand.
We have embarked on an in-depth process to improve our services, strengthen our teams and offer you a better experience. This process is ongoing, and your feedback has been essential in enabling us to move in the right direction.
Thank you for taking the time to share your experience - we're listening, and moving forward with you.
IRO
The worst customer service ever
The worst customer service I've ever seen: I put an order several days ago on their website, the payment went through. However, I've never received any confirmation by email. I reached out several times on their website using their communication channels: chats, phone line, submitting a written request. So far apart from the payment which they were quick to process, everything else leaves to be desired. There's no tracking, no one answers. I'm shocked.
16 de maio de 2025
Opinião espontânea
Resposta da IRO
Dear Maria,
We have read your feedback carefully and take it very seriously. We are sincerely sorry for this experience.
Your comments have enabled us to take a step back from the way we operate. We are aware that some experiences have not lived up to your expectations, particularly in terms of customer service or follow-up. This does not reflect the high standards we set for our brand.
We have embarked on an in-depth process to improve our services, strengthen our teams and offer you a better experience. This process is ongoing, and your feedback has been essential in enabling us to move in the right direction.
Thank you for taking the time to share your experience - we're listening, and moving forward with you.
IRO
Terrible online shopping experience — avoid ordering directly from IRO
I made a large online order with IRO which was supposed to arrive in 4 parcels within 2–3 business days. After 5 days, I had received no updates, no track & trace info, and no confirmation email. I had to proactively contact customer service, who then provided three incorrect tracking links — for packages that had already been delivered in the US, while I live in Amsterdam.
Eventually, only three out of four parcels arrived. Because of this chaotic process, I ended up ordering the missing pieces from a different retailer who also carries IRO. I only kept one item from the original order and returned the rest.
The return process was a nightmare. There was no clear status overview online, no transparency, and very slow communication. Then came the most shocking part: they claimed they couldn't accept my return of a belt because I had allegedly removed the label — which I absolutely did not do.
They sent the belt back to me, and now it is damaged — something I never caused.
This experience has been beyond frustrating: poor logistics, inaccurate support, a broken returns process, and unfair accusations. I strongly advise against shopping directly on IRO’s website. Stick to trusted retailers that offer reliable service and transparent handling.
15 de maio de 2025
Opinião espontânea
Resposta da IRO
Dear Laurence,
Thank you for taking the time to provide us with such detailed feedback. We sincerely regret the frustrating experience you had with your order and the returns process.
Whether it was the delivery delays, the incorrect tracking information or the miscommunication regarding your return, we understand how disappointing and exhausting this must have been - and we're sincerely sorry it turned out this way.
It does not reflect the standards we strive to uphold.
We have embarked on an in-depth process to improve our services, strengthen our teams and offer you a better experience. This process is ongoing, and your feedback has been essential in enabling us to move in the right direction.
Thank you for taking the time to share your experience - we're listening, and moving forward with you.
IRO
IRO est définitivement une HONTE.
IRO est définitivement une HONTE.
Les vêtements sont de très mauvaise qualité, bien entendu, les prix eux laissent croire à des vêtements d’exception.
Il n’en est rien. Vous vous retrouvez avec des vêtements mal coupés, mal pensés.
Moi qui n’aime que la qualité, je suis très déçue. Par ailleurs, ils se comportent en véritables ESCROCS quand vous passez commande.
Voici mon expérience :
Commande IRO Archives reçue le 17/04/25 retournée à l’expéditeur le 18/04/25 et reçue par leurs services le 22//04.
À ce jour, le 11/05/25.
Aucun remboursement. Aucune confirmation de retours. Aucune excuse.
Les prélèvements continuent.
J’hallucine.
Ils répondent à mes mails qu’ils vont me rembourser mais ne remboursent jamais.
Je préconise de se tourner vers d’autres marques et d’oublier celle-ci qui fabrique ses chiffons en Inde pour les revendre à prix d’or en Europe.
12 de maio de 2025
Opinião espontânea
Resposta da IRO
Cher Ophélie,
Nous avons lu avec attention votre retour et nous le recevons avec beaucoup de sérieux.
Vos remarques nous ont permis de prendre du recul sur notre fonctionnement. Nous sommes conscients que votre expérience n’ait pas été à la hauteur de vos attentes, notamment en matière de service client, de qualité ou de suivi. Cela ne reflète pas l’exigence que nous avons pour notre marque.
Nous avons engagé un travail en profondeur pour améliorer nos services, renforcer nos équipes et vous offrir une meilleure expérience. Ce processus est en cours, et vos retours ont été essentiels pour nous permettre d’évoluer dans la bonne direction. Nous sommes sincèrement navrés pour tous ces désagréments.
Merci à vous d'avoir pris le temps de partager votre expérience – nous vous écoutons, et nous avançons avec vous.
IRO
Qualité et service absolument nuls
Vêtements jolis mais hors de prix!
Qualité déplorable. Un lavage (comme indiqué sur l’étiquette) pull noir ressorti gris. On dirait qu’il a 10ans… Autre article, sans aucune étiquette de fabrication ou consigne de lavage.
Mail adressé à la marque mais aucune réponse apportée.
Service aussi déplorable que la qualité des produits. Plus jamais IRO!
10 de fevereiro de 2025
Opinião espontânea
Resposta da IRO
Chère Lucile,
Nous sommes sincèrement désolés de lire votre retour. Votre déception est compréhensible et nous regrettons que votre expérience, tant sur la qualité des pièces que sur notre réactivité, n’ait pas été à la hauteur.
Grâce à vos retours, nous avons pris conscience des axes sur lesquels nous devions progresser. Depuis plusieurs mois, nous avons mis en place des actions concrètes :
Une nouvelle équipe service client, plus réactive et formée à mieux vous accompagner.
Une révision complète de nos processus logistiques et de retour.
Une amélioration de la transparence et du suivi de vos commandes.
Ce n’est qu’un début, mais notre volonté est claire : regagner votre confiance et remettre la satisfaction client au cœur de notre démarche.
Merci à vous de nous avoir permis de nous remettre en question — nous vous écoutons, et nous avançons grâce à vous.
IRO
same negative experience
I have been a customer of IRO for many years. Usually I shopped in the London store and the staff were great. For the past 5 months I ordered online form iroparis. this experience has been far from positive. I placed many orders, which went smoothly. One on occasion I had to return a sweatshirt, and reorder it in a different size. I have been waiting for a refund for the past 2 months. I contacted their service client about 5 times, no one bothered to reply, and my money still hasn't been refunded. It's a shame
10 de fevereiro de 2025
Opinião espontânea
Resposta da IRO
Dear Flaminia,
We have read your feedback carefully and take it very seriously. We are sincerely sorry for this experience.
Your comments have enabled us to take a step back from the way we operate. We are aware that some experiences have not lived up to your expectations, particularly in terms of customer service or follow-up. This does not reflect the high standards we set for our brand.
We have embarked on an in-depth process to improve our services, strengthen our teams and offer you a better experience. This process is ongoing, and your feedback has been essential in enabling us to move in the right direction.
Thank you for taking the time to share your experience - we're listening, and moving forward with you.
IRO
Site dysfonctionnel et SAV inexistant
cela fait plusieurs fois que j’ai des difficultés avec le site :
- les commandes sont laborieuses et le site bug régulièrement avant que vous puissiez valider votre panier
- une fois la commande validée vous passez 3 semaines sans avoir de nouvelles et recevez un simple lien de suivi qui ne fonctionne pas, aucun numéro de contact, seulement un formulaire qui tombe on ne sait où…. J’ai été contrainte de faire plusieurs formulaires + mess via Instagram pour avoir enfin un simple message m’indiquant qu’il y a eu une erreur de stock, que ma commande ( 3 articles différents) ne peut être honorée ( même partiellement) qu’on me rembourse.
Si j’apprécie particulièrement les vêtements de la marque leur service de vente en ligne est absolument déplorable et pas a la hauteur de la marque et de ses tarifs, le SAV est inexistant , en bref je suis extrêmement déçue car si j’avais été prévenue tout de suite j’aurais encore pu trouver mes articles en boutique….
Donc en résumé, même si vous êtes prêts à dépenser des sommes conséquente sur ce site, tout sera fait pour que vous ne puissiez y parvenir!
À fuir si vous ne voulez pas être déçus!!
4 de fevereiro de 2025
Opinião espontânea
Resposta da IRO
Chère Magali,
Nous sommes désolés d’apprendre que votre expérience avec notre site n’a pas été à la hauteur de vos attentes, et nous comprenons parfaitement votre déception.
Votre retour met en lumière des points que nous prenons très au sérieux, notamment les difficultés rencontrées lors du passage de commande et le manque de réactivité dans le suivi. Il ne s’agit évidemment pas de l’expérience que nous souhaitons offrir à nos clientes, et nous regrettons sincèrement les désagréments causés.
Nous avons engagé un travail en profondeur pour améliorer nos services, renforcer nos équipes et vous offrir une meilleure expérience. Ce processus est en cours, et vos retours ont été essentiels pour nous permettre d’évoluer dans la bonne direction.
Merci à vous d'avoir pris le temps de partager votre expérience – nous vous écoutons, et nous avançons avec vous.
IRO
Une horreur …
Une horreur …
Une commande jamais arrivée … aucune nouvelle de l’expédition et 803 euros de débité sans remboursement… sans nouvelles de leur part , leurs vêtements seront découpés au cutter dans leur point de vente … pour ceux qui ont des soucis avec IRO , faites de même …ne les laissez pas vous voler …
31 de janeiro de 2025
Opinião espontânea
Resposta da IRO
Cher Constantin,
Nous avons lu avec attention votre retour et nous le recevons avec beaucoup de sérieux.
Nous sommes conscients que certaines expériences n’ont pas été à la hauteur de vos attentes. Vos remarques nous ont permis de prendre du recul sur notre fonctionnement.
Nous avons engagé un travail en profondeur pour améliorer nos services, renforcer nos équipes et vous offrir une meilleure expérience. Ce processus est en cours, et votre retour a été essentiel pour nous permettre d’évoluer dans la bonne direction.
Merci à vous d'avoir pris le temps de partager votre expérience – nous sommes encore une fois sincèrement navrés pour cette expérience.
IRO
Commande reçue partiellement et pour…
Commande reçue partiellement et pour l’article reçue toujours pas de remboursement malgré son retour. Pas de suivi, pas d’échange malgré mes emails, pas de téléphone, Une honte!!! J’aurais du regarder les avis bien avant…
1 de fevereiro de 2025
Opinião espontânea
Resposta da IRO
Cher Mikael,
Nous avons lu avec attention votre retour et nous le recevons avec beaucoup de sérieux.
Vos remarques nous ont permis de prendre du recul sur notre fonctionnement. Nous sommes conscients que certaines expériences n’ont pas été à la hauteur de vos attentes, notamment en matière de service client ou de suivi. Cela ne reflète pas l’exigence que nous avons pour notre marque.
Nous avons engagé un travail en profondeur pour améliorer nos services, renforcer nos équipes et vous offrir une meilleure expérience. Ce processus est en cours, et vos retours ont été essentiels pour nous permettre d’évoluer dans la bonne direction.
Merci à vous d'avoir pris le temps de partager votre expérience – nous vous écoutons, et nous avançons avec vous.
IRO
Waiting for my refund since November 2024
I bought a belt a the Iro shop in Paris and after payment the sales assistant noticed that the belt was more expensive than the price the told me.
Because it took a long time to find the price I just asked to refund me. Because this apparently was also too complicated the gave me a voucher that I could use in the whole of Europe…This was a lie!!! I wanted to use in Brussels and it didn’t work.
So after a lot of mails I was promised a refund, but today January 25 2025 I didn’t receive anything and no answers to my emails.
So disappointed!!!!!
2 de novembro de 2024
Opinião espontânea
Resposta da IRO
Dear Soon ae Felix,
Thank you for your feedback.
Your feedback has made us aware of the areas where we need to make progress. For several months now, we have been taking concrete action:
A new customer service team, more responsive and better trained to support you.
A complete overhaul of our logistics and returns processes.
Improved transparency and tracking of your orders.
This is just the beginning, but our determination is clear: to regain your trust and put customer satisfaction back at the heart of our approach.
Thank you for allowing us to challenge ourselves - we're listening to you, and we're moving forward thanks to you.
IRO
I have ordered a jacket last Thursday…
I have ordered a jacket last Thursday and they have taken the money but haven’t send anything yet. This is unacceptable, plus their so called “customer service” seems to be nonexistent since they don’t respond to emails and their phone “isn’t working” . If I haven’t received my jacket next week, I will contact my bank to get my money back . The order number is SCC90589512
10 de dezembro de 2024
Opinião espontânea
Resposta da IRO
Dear Maria,
We have read your feedback carefully and take it very seriously.
Your comments have enabled us to take a step back from the way we operate. We are aware that some experiences have not lived up to your expectations, particularly in terms of customer service or follow-up. This does not reflect the high standards we set for our brand.
We have embarked on an in-depth process to improve our services, strengthen our teams and offer you a better experience. This process is ongoing, and your feedback has been essential in enabling us to move in the right direction.
Thank you for taking the time to share your experience - we're listening, and moving forward with you.
IRO
NEVER NEVER NEVER ONLINE SHOP FROM THIS BRAND. HORRIBLE SHIPMENT AND CUSTOMER SERVICE. IT HAS BEEN FIVE MONTHS THEY STILL HAVEN'T REFUNDED ME. I STILL GET ANGRY EVERYTIME I THINK ABOUT IT.
NEVER! NEVER! NEVER! ONLINE SHOP FROM THIS WEBSITE.
IT HAS BEEN 5 MONTHS THEY STILL HAVE NOT SENT ME MY RETURN. I HAVE SENT AT LEAST 30 E-MAILS.
THEY SENT ME MY DRESS 1 MONTH LATE IN THE BEGINNING. I RETURNED IT BACK AS SOON AS I RECIEVED IT, THEN THEY SENT IT BACK TO ME AGAIN, I SENT IT BACK TO THEM IMMIDIETELY AGAIN. IT HAS BEEN FIVE MONTHS STILL NO REFUND.
THIS IS A HIGH END BRAND. THAT SELLS VERY EXPENSIVE CLOTHING. HOW DO THEY HAVE HORRIBLE SHIPPING SERVICE, HORRIBLE CUSTOMER SERVICE, HORRIBLE REFUND AND RETURN SERVICE.
I USED TO SHOP FROM THIS BRAND AND THEY HAVE MADE SURE I NEVER, NEVER BUY ANYTHING FROM IRO ANYMORE. I WILL TELL ALL OF MY FRIENDS WHO SHOP FROM HERE. AND WILL LEAVE A COMMENT EVERYWHERE.
I HAVE NEVER EXPERIENCED ANYTHING LIKE THIS. FOR FIVE MONTHS I GET ANGRY EVERYTIME I THINK ABOUT MY REFUND AND THE NEXT E-MAIL I NEED TO WRITE TO THE CUSTOMER SERVICE.
REFUND ME MY MONEY BACK!!!!!!!!!!!!!
3 de dezembro de 2024
Opinião espontânea
Resposta da IRO
Dear Alara,
We have read your feedback carefully and take it very seriously.
Your comments have enabled us to take a step back from the way we operate. We are aware that some experiences have not lived up to your expectations, particularly in terms of customer service or follow-up. This does not reflect the high standards we set for our brand.
We have embarked on an in-depth process to improve our services, strengthen our teams and offer you a better experience. This process is ongoing, and your feedback has been essential in enabling us to move in the right direction.
Thank you for taking the time to share your experience - we're listening, and moving forward with you.
IRO
Bad costumer service
Bad costumer service. I have placed an order but still have not receiving anything. No respons to my e-mails.
Yvette the netherlands
28 de novembro de 2024
Opinião espontânea
Resposta da IRO
Dear Yvette,
Thank you for your comments.
Your feedback has made us aware of the areas where we need to make progress. For several months now, we have been taking concrete action:
A new customer service team, more responsive and better trained to support you.
A complete overhaul of our logistics and returns processes.
Improved transparency and tracking of your orders.
This is just the beginning, but our determination is clear: to regain your trust and put customer satisfaction back at the heart of our approach.
Thank you for giving us the opportunity to challenge ourselves - we're listening to you, and we're moving forward thanks to you.
IRO
Catastrophique! Honteux
Catastrophique!! A fuir !! Je me demande meme si la marque se positionnant d’ailleurs comme de luxe se soucie des Avis qui sont publiés ! Franchement deplorable déjà de pratiquer une politique de retour des articles aux frais des clients au vu des tarifs appliqués ! Même le service client d’Ali express est plus efficace ! Pour relater ma propre experience, retour effectué depuis le 6 novembre et toujours pas de remboursement en vue a ce jour alors que le delai annoncé est de 14 jours après reception du colis !!! Alors non seulement ils se payent le luxe d’etre hors delai mais en plus ils ferment delibérement les lignes telephoniques de leur service client avec pour seul alternative pour les clients le mail !! Si vous avez de la Chance ils vous repondent au bout de 2 jours avec des explications qui plus est lunaires qui frolent la moquerie sinon pas de son pas d’image !! Je me sens roulee dans la farine et il est absolument certain que de mon vivant je ne m’aventurerait plus jamais sur ce site !! Si quelqu’un lit ce commentaire merci de m’indiquer une date fiable pour le remboursement de ma commande !!
23 de outubro de 2024
Opinião espontânea
Resposta da IRO
Chère Andréa,
Merci de vous être exprimés.
Grâce à vos retours, nous avons pris conscience des axes sur lesquels nous devions progresser. Depuis plusieurs mois, nous avons mis en place des actions concrètes :
Une nouvelle équipe service client, plus réactive et formée à mieux vous accompagner.
Une révision complète de nos processus logistiques et de retour.
Une amélioration de la transparence et du suivi de vos commandes.
Ce n’est qu’un début, mais notre volonté est claire : regagner votre confiance et remettre la satisfaction client au cœur de notre démarche.
Merci à vous qui nous ont permis de nous remettre en question — nous vous écoutons, et nous avançons grâce à vous.
IRO
**Terrible Online Shopping Experience – Avoid IRO at All Costs**
I purchased a suit from IRO during their archive sale, and my experience has been nothing short of frustrating and disappointing. To begin with, I never received an order confirmation email, even though my account was immediately charged for the purchase.
After receiving the suit, I decided to return it, and the items were delivered back to IRO over a month ago. However, I still haven't received my refund, despite multiple attempts to contact their customer service team. I've emailed them several times, and I've also lodged a formal complaint with PayPal, only then I received a response but I am still waiting to receive the refund.
This company does not adhere to basic consumer rights, and their lack of accountability is shocking. They have not only lost my business but have also left me with no choice but to pursue my legal rights in order to get my money back.
To anyone considering shopping with IRO online, I strongly advise against it. The whole process has been a nightmare, and I will never purchase from them again. Save yourself the trouble and avoid this brand!
14 de outubro de 2024
Opinião espontânea
Resposta da IRO
Dear Andrea,
We have read your feedback carefully and take it very seriously.
Your comments have enabled us to take a step back from the way we operate. We are aware that certain experiences have not lived up to your expectations, particularly in terms of customer service or follow-up. This does not reflect the high standards we set for our brand.
We have embarked on an in-depth process to improve our services, strengthen our teams and offer you a better experience. This process is ongoing, and your feedback has been essential in enabling us to move in the right direction.
Thank you for taking the time to share your experience - we're listening, and moving forward with you.
IRO
Je suis extrêmement déçue par le…
Je suis extrêmement déçue par le service de votre marque, que je pensais beaucoup plus fiable. J’ai retourné ma robe le 23/10 (à mes propres frais), et ce n’est que le 8/11 que j’ai enfin reçu la confirmation de sa réception. Depuis, je suis toujours en attente de mon remboursement. J’ai envoyé un e-mail de relance il y a deux jours pour obtenir des nouvelles, mais je n’ai reçu aucune réponse.
14 de outubro de 2024
Opinião espontânea
Resposta da IRO
Chère Sasha,
Merci de vous être exprimés.
Grâce à vos retours, nous avons pris conscience des axes sur lesquels nous devions progresser. Depuis plusieurs mois, nous avons mis en place des actions concrètes :
Une nouvelle équipe service client, plus réactive et formée à mieux vous accompagner.
Une révision complète de nos processus logistiques et de retour.
Une amélioration de la transparence et du suivi de vos commandes.
Ce n’est qu’un début, mais notre volonté est claire : regagner votre confiance et remettre la satisfaction client au cœur de notre démarche.
Merci à vous qui nous ont permis de nous remettre en question — nous vous écoutons, et nous avançons grâce à vous.
IRO
Illegal business practices
Similar to other shopper’s experiences, I returned a belt online and have not been refunded. I used their prepackaged label, dropping it off at UPS. They won’t answer my emails about the return and the customer service number is disconnected. I didn’t take a photo of the return label and so UPS can’t track it. This is outrageous. I’m now going to go to the store in London to complain.
3 de outubro de 2024
Opinião espontânea
Resposta da IRO
Dear customer,
Thank you for your feedback.
Your feedback has made us aware of the areas where we need to make progress. For several months now, we have been taking concrete action:
A new customer service team, more responsive and better trained to support you.
A complete overhaul of our logistics and returns processes.
Improved transparency and tracking of your orders.
This is just the beginning, but our determination is clear: to regain your trust and put customer satisfaction back at the heart of our approach.
Thank you for giving us the opportunity to challenge ourselves - we're listening to you, and we're moving forward thanks to you.
IRO
Awful online shopping experience
I am sorry to have to write this because I am a fan of IRO and my shopping experiences in the shops were excellent.
However, the online experience is a disaster. The shipping took much longer then initially announced, but the worst part is - the customer service is non-existent. Phone line discontinued, no replies via email or instagram. Virtually no way you can enquire about anything or lodge a complaint. For instance, I bought an item during the archives sale, but never got a confirmation email, although it was charged to my credit card. Still no news about it 2 weeks later and no replies to my emails. Very frustrating and stressful!
21 de outubro de 2024
Opinião espontânea
Resposta da IRO
Dear Ivana,
Thank you for your feedback.
Your feedback has made us aware of the areas where we need to make progress. For several months now, we have been taking concrete action:
A new customer service team, more responsive and better trained to support you.
A complete overhaul of our logistics and returns processes.
Improved transparency and tracking of your orders.
This is just the beginning, but our determination is clear: to regain your trust and put customer satisfaction back at the heart of our approach.
Thank you for giving us the opportunity to challenge ourselves - we're listening to you, and we're moving forward thanks to you.
IRO
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