Acne Studios Reviews 125

received a shirt already with a hole in it. reached out to support, but they weren't helpful. didn't even try to replace or offer a compensation for a damaged item even thought with compensation (discount) I could consider keeping it.

Avoid pre-ordering!

Pre-ordered camera camero bag constantly delayed - 3 months now. Stock issues which is strange as the bag is regularly restocked online.

Surely preorders should get priority but they don’t.

Very disappointed

Very unprofessional for a company that aspires to be high fashion. Ordered a wallet from them on June 12 and then on June 13 got a very vague email that my order was cancelled due to an inventory discrepancy. It was supposed to be a gift and now I have to run around finding a replacement. Not a serious company considering the high prices it charges. They should at least have apologized personally and offered a discount on a similar product as is expected in this situation.

Zero Stars – Acne Studios is not a reliable company anymore!

I had a horrible experience recently — both with the item I purchased and with their customer service. The quality of what I received was shockingly bad for the price, and when I tried to reach out for help, I was met with unresponsive, dismissive, and frankly unprofessional service. OMG! I used to love this brand, but something has definitely changed. Not worth the money or the headache. So disappointed.

Acne has the worst customer service of any high end retailer I have ever experienced. BROCK AND LU are both terrible at providing a good customer experience. I don't know how Acne have got away with such poor service over so many years.

I ordered expensive boots from Acne Studios, expecting high quality. However, after wearing them just once, the entire sole was worn down and damaged, with wood pieces even breaking off. I am beyond disappointed— even cheap shoes don’t wear out this badly after a single use.

I emailed them 1–2 weeks after my purchase, but they made me wait 1.5 months for a response, only to tell me that this is “normal” and that they couldn’t do anything about it. I have never experienced such terrible customer service. NEVER ordering from Net-a-Porter again! Their customer support and service are the worst ever. Also never buy the boots from this brand again, terrible quality very disappointing.

purchased a pair of shoes from Acne Studios last summer, and after just a few wears, they started falling apart. Given the price and reputation of the brand, I expected much better quality. As someone with experience in footwear design, it’s clear to me that this is a construction flaw, not normal wear and tear.

We reached out to Acne for a warranty claim, but they refused, citing “external factors” rather than acknowledging the poor construction. A high-end brand should stand behind its products, especially when defects appear so soon. Very disappointing experience—both in terms of product quality and customer service.

Acne Studios is not a good company. Terrible product and awful customer support. Don’t fall for the hype!

Shocked at how poor the online customer service is given such a premium brand. Very different to in store. My ecomm order was broken down into 3 deliveries which I came to find out after this was placed. Contacted customer service who were very matter of fact. You missed the order deadline by a day. We don’t dispatch on a weekend even at Christmas. UPS are by far the worst courier. Tracking wrong, slow and no updates. Other brands can deliver to London in 2-3 working days. Acne takes 7-10 and still counting

Acne Studios lets customers suffocate if something goes wrong with the carrier. have been waiting for a solution for 2 weeks now, the only thing they repeat is that they are waiting for an answer from UPS. they don't come with any compensation either.

I am absolutely appalled by the service I received from Acne Studios, and I feel compelled to share this frustrating experience. I placed an online order for two items, and from the very start, things went wrong. The items were shipped separately, which I thought was unusual, but didn’t think there’d be an issue.

When the first package arrived, the product was the wrong color—though it was the right design, it was clearly not what I had ordered. Fine, mistakes happen. When I reached out of course the right colour is sold out! But then, when the second delivery arrived, it was the first orders item! This was the product I had been told was out of stock, and now, suddenly, it appeared again—yet still missing the item I had actually payed for.

I reached out to Acne Studios customer service, expecting them to take ownership of the situation and offer a reasonable solution. Instead, I was met with indifference. I was told the correct item was "sold out" again and there was nothing they could do. No effort to make things right and as if that weren’t enough, I was then informed that I would have to return the incorrect items myself—either to the store or via post. How utterly inconvenient!

The complete lack of accountability and the indifferent attitude from customer service is simply unacceptable. I understand mistakes can happen, but the lack of urgency, care, and professionalism in handling this matter is beyond frustrating. I paid for products that I never received and now have to go out of my way to return what was sent in error—because Acne Studios couldn't fulfil the order correctly. All they offer is a refund? That’s the bare minimum, not a resolution!

Frankly, I am furious. This experience has left me with zero confidence in Acne Studios as a brand. I will never shop with Acne Studios again, and I will certainly be advising others to avoid this brand as well. What an absolute disgrace.

They keep ignore my email and no response back. Below is what I sent out
This is my second time sending out this email.
I am writing to express my disappointment with the quality of customer service and product quality I recently received from your team.
I reached out twice to the customer service, first time I reached out regards of the fit not as expected, the customer service staff told me this is a final sale item can't be return and exchange, then I'm fine with it and I understand the policy, when I took off the jacket I found out there is a black mark on collar area and I reached out live chat customer service who named Brock. Unfortunately, the response I received was unhelpful. I have questions regarding the product with issues that still need the customer to accept the quality issue product? I spend too much time on this issue, back and forth, live chat customer service offered me a one-time exception exchange, I don't satisfied with this solution, because I'm afraid I will receive another quality issue product and spend my time packing and shipping out again.
This experience did not meet the standards I expect from a company like Acne Studio which I always trusted for quality. I value excellent customer service, and this incident has been deeply disappointing. I kindly request that you investigate this matter and ensure steps are taken to improve your service standards. I would also appreciate any follow-up regarding how this issue will be resolved.

Thank you for your attention to this matter. I look forward to your response.

The washed dark grey hoddie is a statement piece with much-improved quality and cut.

Please read this truly a horrible company the worst customer service I have seen honestly avoid they messed up my returns completely I noticed I didn’t get my credit for one jacket I bought online they re sent it back to themselves then wouldn’t return the jacket they had at store because now they say they couldn’t find the sale even though I provided the information in store and to online everyone who I spoke with on the phone was so rude at online and kept referring me to rude manager who has multiple different names anaje/Mach
My grandmother died I was out of country for a while and they did nothing to help me with their own mistake I had to repeatedly reach out and also asked to speak with corporate and they would not forward my messages I had to wait months to go pick up the jacket from store which was also one that had scratches everywhere truly GARBAGE COMPANY

I bought a quite expensive leather wallet from Acne Studios for my girlfriend. I was expecting a nice wallet that would stay nice for several years.

Within one year, the zipper broke. The company would not help with reparation and would not replace the wallet.

I was shocked by such an expensive brand's low standard of service. I would reconsider buying such costly products if you didn't expect the product to be of similar high quality, especially since the service when you have a broken product is so low.

I purchased a pair of denim jeans on 11th September they arrived on the 16th of September, on the 1st October after I had worn the jeans possibly 5 times I noticed the fabric had a run in the front by the fly. I contacted acne and sent a picture of the run, the customer service person Tao said unfortunately I was outside the 14 day returns policy without acknowledging the fact the jeans had a fault. Then went on to blame me for tearing the jeans.this should have been an easy exchange and an apology on Acne studios behalf. Not try and get out of helping the customer who has paid $590 for a pair of jeans that are unwearable after 2 weeks.
Appalling customer experience

I made an online purchase on Monday 9/23/2024. I purchased 2 items. I received a fedex tracking notification that they are arriving from 2 places. One from Sweden, the other from NYC. 2 separate packages is an inconvenience to receive, because there is no doorman in the building. I wish they indicated this issue when I purchased the 2 items.

I called customer service 3 times today. Never got connected. After listening to a recording repeatedly for over 2 minutes you have to leave a message because you get disconnected. 3 hours later still no call back. I called again 3 hours later and finally got through. The customer service person could not tell me when would the callback have taken place. I asked for a supervisor, not available. I was told to leave a message. No idea when the call back would take place...
Is this what a customer service should be like for a luxury merchant? Very disappointing to say the least.

After one wash, my sweater changed from an M to an infant size.

Poor customer service, never answer the phone. Return takes for ever and they are not return all the items , blame one item has damage , I even don’t know where is damaged, total in hands not enough 5mins .