ganni.com Reviews
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Join 449+ users reviewing GANNI. Read verified ratings and real customer experiences on ganni.com before you order.
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2.6 / 5
Average user rating
449
Total reviews
Why these reviews matter
We aggregate and refresh feedback continuously so you can gauge real customer experience and service quality for ganni.com.
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ganni.com Reviews
Read real experiences from customers of ganni.com.
Brands may not incentivize or pay to hide reviews.
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Jack R
April 9, 2026
Absolutely abysmal - It doesn’t get worse than this
Ganni’s customer service has been so appallingly bad that it genuinely inspired me to create a TrustPilot account just so I could tell others how awful they are. I truly wish 0 stars was an option.I ordered a bag for my wife’s birthday (Order No. 01946824) on 24th March and over two weeks later it still hasn’t arrived. I get it, things happen and deliveries can be late. But my customer service experience trying to chase up my order since I placed it has been non-existent. Send a WhatsApp? Don’t bother, they don’t respond. Ring the customer service phone number? Don’t bother, an automated message tells you they’re not accepting calls at the moment. Speak to the chat bot on the website? Don't bother, it just tells you there’s no available operatives to speak to you. I finally got a response via email, but I am now stuck in a pointless back and forth with a robotic customer service operative who tells me that “an investigation with the warehouse is ongoing” and that they are “closely monitoring the situation”, but in reality nothing actually changes despite over a week passing. Even though I pointed out that they could just send a new bag at this stage, apparently they cannot do so because “we remain dependent on updates from our warehouse team”. I mean what does that even mean.It’s actually impressive how bad you are Ganni, I won’t be ordering from you ever again.
Leann
March 27, 2026
Customer service needs major…
Customer service needs major improvement - I purchased a pair of shoes that became faulty in less than 6 months. I contacted customer service who after 3 weeks (!) finally responded to offer a full refund. I would’ve preferred an exchange but understood that those particular shoes were no longer available. I have received a refund but they are now arguing over a shipping cost as they are ‘not obliged to refund a shipping charge chosen by the customer’ I would not recommend GANNI to anyone their products are overpriced and the after care leaves a lot to be desired.
Bahar O
March 21, 2026
excellent customer support
Elisa and Grace provided excellent customer support. Even though it was from a previous season, they managed to find the strap in the exact color of my bag, delivered it to me, and followed up throughout the process. It was an amazing experience—thanks to the Sloane Square shop, and especially to Grace and Elisa.
Heather T
March 19, 2026
3 months and waiting...
It has been 3 months of me trying to get a resolution (Order Id: GE10897809254NL). I bought a dress that came damaged (completely stretched out), so I returned it and bought a new one and was assured by the chatbox (because Ganni doesn't have a single REAL person you can talk to) that I would be refunded the $20.00 they charge you for shipping back a return, because this was essentially an exchange. Since reaching out to customer service via their email I have been passed along to 4+ agents who continue to ask me to "be a little more patient" despite the fact that this has been "escalated as a matter of urgency”, and still do not have a resolution or have received the outstanding $20. It's only $20, but at this point, it's the principle. I would not recommend buying directly from this company again, the customer service is a 1 star, at best.
Rikke
March 2, 2026
I love the brand and the clothes
I love the brand and the clothes, but the customer service has been terrible. I returned a skirt (order nr. 01927521 ) and nearly a month after, I still haven’t received my refund
Katrine Ivarsen
February 25, 2026
Very helpful
Very helpful
ZOE
February 25, 2026
Awful customer service.
Awful customer service.I used to love this brand and the service they had. The customer service is nowhere to be found. They give you whatsapp and chat but NO ONE IS EVER ON THOSE. You have to send emails and they dont answer. I used to NEVER pay for return and now suddenly I have to pay 10€!? Are we crazy? Im sorry but not a buyer from this brand anymore.
Nancy
February 20, 2026
Poor quality shoes/ poor customer service
I ordered a pain of shoes - the sole has come away from the sock of the boot after only 15 or so wears. For an expensive shoe this indicates unreasonably poor quality. I contacted customer services 2 weeks ago (order number: 01334227) and have recieved no response. Their online chat bot also won't connect me to an human.
renata bentes
February 15, 2026
I am extremely disappointed with Ganni
I am extremely disappointed with Ganni’s customer service regarding a defective product I purchased in-store.Order number: #GAN102779839I returned the item due to a clear manufacturing defect and shipped it back via Celeritas (tracking code 937205669). The package was delivered to their facility on 11/02, and since then I have received absolutely no confirmation, update, or refund information.Despite contacting customer support and providing all the required details, I have received no proper response or resolution. For a brand in this price range, this level of post-purchase support is unacceptable.Customers should not have to chase a company just to get a defective item acknowledged and refunded.I strongly hope Ganni improves their return handling and communication, because this experience has been extremely frustrating.
chan.daze
February 15, 2026
No customer service at all
No customer service at all and returns portal does not work.I bought an item recently and that particular style runs small (order no. 01925253) so I have tried to return the item (Return label number 01925253). I logged onto their returns portal and selected 'print my own label' but after paying the €10 return fee, a return label was not generated or sent to me.I have repeated this process 5 times and each time has failed to produce a returns label.I have emailed Ganni customer service about the issue twice (request 525394 and 526698) and have not received a response or been provided with a return label.The return was initiated within the return window but their lack of response will likely push the situation to outside of the return window.Terrible customer service.
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