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Ordered a blouse and pants set from Doen as an international order as I live in Europe. Unfortunately the pants do not fit as they are not at all equal to measurements online (actually spent a lot of time measuring and comparing to other pants I own) and they cannot be according to sizing given for the model on the website. Blouse is same size, but is much bigger in size.
I actually like the set and want to wear it, so have contacted them via e-mail to ask how to exchange the size. I quicly received a standard e-mail stating that items cannot be returned or exchanged because it was bought on sale during the weekend.. although the pants are now available in all sizes at full price on the website. Very disapointed and expecting a lot better customer service for such high priced clothing!

Ordered two dresses totaling almost $700 and was wrongly charged $44 in tax despite ordering to my home address in New Jersey. Have tried for a week to contact customer service via email, live chat, phone call, and text and have received one text back saying they have escalated my inquiry but nothing further. Disappointed in their customer service and inability to reach someone to speak with.

I purchased a pricey cardigan (£400), but when it arrived, the packaging was so poor that it felt like I had bought it from a flea market.

Clothes are beautiful and relatively well made, I have not had any issue so far. However, the sizing is so inconsistent, and even if you measure an item yourself, and provide them with correct measurements, they still don't correct it on the site, so other poor customers do not realize the size doesn't correspond to the stated measurements. I had to pay almost 100 EUR to have a dress tailored because size XL was about 15-20 cm bigger (that means 3 sizes bigger!!) than stated (!!). Sizes in general are a lottery here, some dresses fit okay in your sizes, some fit toooooo big.
The biggest problem for me personally is the fact that the website DOES NOT WORK. Every now and then there'll be some, I don't know, work done behind the scenes? And I cannot access my account, add anything to wishlist or even open the website. And the join the waitlist button NEVER works. And I mean NEVER. I've tried it at least 5 times to be sure, the items came back in stock, but I NEVER received notification.
Another thing I find ridiculous with all due respect is how SHORT every top/sweater etc is. Seriously? Is it made for dolls? And almost every dress is completely transparent, which could be an issue for some people and also reduces the wearability of the item.
They also do not take care of returns and send items on without checking for smells etc.
All in all, lovely dresses that will bring many compliments from total strangers, but if you're not like me and actually don't want to pay for tailoring or wear transparent clothes, you might want to look somewhere else.

Edited review: had some issues in transit but received very good customer service in the end!

Buyer Beware, I bought a sweater in a size small based on the model measurements. She was 5'9" wearing a small. I am 5'6"-125 lbs. and the small was very tight. I was not able to return it because I bought it during a major sale. I merely wanted the right size, not a refund. The sweater is still online in the size I need but double the price!

Awful customer service online! They refunded the gift giver instead of me and created an awkward situation for myself. Customer service did nothing after going back and forth several times. I lost my present! Won’t be ordering again from them. Their follow up was the they are unable to help.

Do not waste your time. Interviewed with them three times, including in-person. First time, so-called HR assistant Jesse was late for a phone screening and the excuse she gave me was that she was busy buying a car that's why she was running late.

Another time was with the so-called HR director Erika and I had a phone interview and she was also late for that appointment. I was about to email them but they called in and said they ran late. She just shrugged it off as if it was no big deal, like something they normally do. She knew about the phone interview time we were supposed to have, yet she was the one who was late. No apologies or any excuse of any kind and didn't even acknowledge for not valuing my time, just allowed themselves to have no punctuality.

When I followed up, the assistant HR gave me an attitude as though annoyed and shouted and yelled at me over the phone stating I was pushy, when I kindly only asked for the reason why I was not selected for the position. She abruptly cut me off and was talking over me telling me that I shouldn't even be asking, etc. telling me this and that and that I shouldn't be asking giving me advice in a rude way. A normal and valid question to ask. I believe applicants and candidates can ask employers the reason so that we can know on our end for future reference.

Completely unprofessional. The HR director was caught in a lie a couple of times and was also unhelpful. I was told by Jesse that I was overqualified, yet the so-called HR director Erika told me afterwards that wasn't the case. She told me some other people had fit the role better when I met every specified detailed requirements on their job listing. They will not hire you even if you have the qualifications and skillset.

Slow responses from their HR team when asking them questions and setting up interviews. When the assistant set up my initial interview she sent me a wrong invite and sent something three times and kept making mistakes. When I inquired what happened, the assistant said it's supposed to come in separately and should check my spam/junk mail, as if I screwed up and didn't know where to look. It wasn't until I asked, when I finally got the zoom interview link.

The turnaround time as I see that the job had been sitting around for awhile seems this company works super slow as far as getting things done, or is not the kind of company anyone would work for considering the immense unprofessionalism. I knew there were red flags from the beginning seeing how unorganized their HR department was and how late they were with interviews and responses. When I politely asked the director a question regarding the position, she snapped at me and said "I ALREADY GAVE YOU ENOUGH FEEDBACK!" meaning they don't care about their applicants. I see how and where their department gets their training from. Incompetent and uneducated staff members they probably just hired from family friends.

Overall, completely rude, unprofessional, and untrained. They need more proper training in their service department on how to handle speaking with people, let alone potential hires that will work for you. Knowing it's their HR department even makes it worse. It is sad and disgusting. I filed a complaint with the boss that they report to Roxie VP of Operations.

It is a small new company, highly unorganized. You're better off somewhere else.

Thank you for addressing.

We visited the Sag Harbor store and were dumbfounded by how bad the quality of everything was. The dresses were paper thin cotton and poorly stitched and their cashmere felt very cheap. I’m glad we didn’t order anything online since it seems like it’s really hard to return anything due to their lack of service. Avoid!

This is regarding my first online order placed on Doen’s website. I had an issue and called customer service. I spoke to Sarah in Corporate and she was incredibly helpful and a great problem solver. She arranged for an overnight shipment and executed it perfectly. I cannot yet speak upon the items themselves because I still have to try them on but am very grateful for the customer service aspect of the company. I’m surprised at these other reviews, perhaps Covid has resulted in companies needing to pivot a bit? I’m not sure.

Do not buy from Doen! I've been trying for weeks to send a Doen item back and get a refund as it's very low quality for a very high price. I can't book the pick up courier myself to return the item as Doen won't give me a correct tracking number, therefore Doen says they need to book the courier which they said twice they had done but no courier ever showed up for the pick up. I doubt I'll ever receive my refund.

I like Doen but the service is so bad ! I was waiting a lot for having my order but the cherry on the cake is huge ! I can’t return any of my items ..

Much as I love DÔEN clothes, ordering from the website has been bad. My parcel got stuck at customs in the US and I had to ask DÔEN what was happening. They still haven’t got back to me. I now see it’s been returned to sender and they haven’t even bothered to update me. I placed my order almost 4 weeks ago! Very disappointing service. Avoid.

I am OBSESSED with Doen! I discovered the brand last year and I now own 3 pieces from them. The quality and construction is beautiful and I think they will last a long time. I had to contact their customer service recently and they got back to me super fast and I was very satisfied with the options they gave me. It seems like they really care about their customers and that is hard to find these days. My only critique would be that I wish they would use less viscose/rayon in their garments and stick with 100% cotton, silk and wool!

Agree with the other reviewers - this is a terrible brand wrapped in nice packaging. Their customer service is atrocious and their policies are very unfriendly. And frankly the quality of their clothes have taken a nose dive in recent years. TheRealReal will no longer resell their items. By way of further example regarding their customer service I decided to use their "HandMeDoen" service so that I could move on from a gently worn dress. They said that the dress had been "clearly altered" but the him was just tacked up and could have been let down again easily. I told them I would gladly pay for them to return it to me so that I could do this myself, but they absolutely refused and said that they would "be responsible for repurposing it" - which is such nonsense and meaningless to me. So now I am out an expensive dress and will never purchase from the brand again.

Processing took longer than what was reported online. When I tried calling, texting, emailing customer service to change the address of delivery they took days to respond and by then my order was shipped to an address I no longer live at. They offered no help or recourse for all of this delay. This definitely left a bad taste in my mouth.

Same experience as everyone else I ordered 10 days ago and cannot get any response from the company except an automated response and the phone is “not accepting calls’. I don’t know what the products are like but their customer service is abysmal. I can do nothing but wait so frustrating. I saw the article in the Daily Telegraph so they should be careful about recommendations!!!!

After trying on a Doen dress at Saks, and loving it, decided to order more items from their store online on the 1st of July. The order took so long to deliver (arrived 21st July) that I had left the location. The constant emails, messages I sent to discuss my options were left unanswered. It’s now the 26th July, and I still don’t have my dresses I ordered on the 1st and no-one will reply to social messages or email. I am absolutely devastated after this retail experience, do not shop there.

The dresses are not great quality, not for the money. Terrible customer service. Tried to return the dress but the returns portal doesn’t work, they don’t answer emails nor do they answer their phone.