Reviews Analysed
20
We Collect & Analyse Reviews
Alex and Alexa
Experiences & Reviews
Alex and Alexa is an online retailer specialising in children’s clothing and accessories. It operates an e-commerce site offering a mix of third‑party brands and own‑label items and ships orders to multiple international markets. Consumers researching the retailer typically look for information on product range, shipping, returns and customer support.
Overview & Key Metrics
Positive Sentiment
5%
Latest Review
19d
Overall Rating
1.1
Our Analysis
🎯
Service quality
Most reviews describe poor customer service: unresponsive support, slow or no resolution for refunds, returns and order problems.
Share
Weak
22%
💰
Value for money
Frequent complaints about unexpected customs, high return charges and perceived overpricing, increasing the effective cost of purchases.
Share
Weak
12%
⚡
User experience
Ordering, payment and delivery problems are repeatedly reported: failed payments, missing or incorrect tracking, wrong deliveries and complex returns.
Share
Weak
22%
🔧
Product quality
A small number of reviewers report faulty items or incorrect sizing; these issues reportedly received little or no satisfactory resolution.
Share
Weak
2%
📞
Communication
Many reviewers report no replies, delayed or templated responses and misleading tracking information when they seek help.
Share
Weak
21%
⭐
Overall experience
The dominant tone is negative: multiple reviewers state they will not buy again after unresolved orders, refunds or high additional charges.
Share
Weak
22%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 20 verified reviews (September 2025).
Worst company ever
"Worst company ever. Don’t trust them. I ordered an expensive baby blanket never got the item. And they don’t wanna refund me… I spoke to my bank they..."
sury lax
Trustpilot
Sep 30, 2025
Featured for: Refund failure, no communication
I had been shopping on the Alex and…
"I had been shopping on the Alex and Alexa website for many years without any issues. However, in January this year, I ordered clothes for my children..."
Anna Browne
Trustpilot
Sep 30, 2025
Featured for: Large customs charge, agent error
Return fee is £34.99 from UK - dreadful
"I used to happily shop with AlexandAlexa all the time, so didn't realise they had changed their returns policy more recently. The cost to make any ret..."
Melanie
Trustpilot
Sep 30, 2025
Featured for: High return fee example
worst customer service
"EDITED: I have NEVER received the package nor reply from customer service. the tracking is still showing package was delivered to another country, mea..."
Prettybug Rachy
Trustpilot
Sep 30, 2025
Featured for: Tracking error and large charges
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 20 reviews
All Customer Reviews
Sources: Trustpilot (20) · Quotes shortened · As of: September 2025
s
sury lax
trustpilot.com
Sep 30, 2025
Worst company ever
Worst company ever. Don’t trust them. I ordered an expensive baby blanket never got the item. And they don’t wanna refund me… I spoke to my bank they...
A
Anna D
trustpilot.com
Sep 30, 2025
Staggeringly poor customer service
Staggeringly poor customer service. Have been sent an incorrect item (rather than the coat I ordered) and the company will not refund me for the coat...
S
Shilpa
trustpilot.com
Sep 30, 2025
Terrible- they don’t make it clear that…
Terrible- they don’t make it clear that to receive the parcel outside of Sweden you’ll be su...
A
Anna Browne
trustpilot.com
Sep 30, 2025
I had been shopping on the Alex and…
I had been shopping on the Alex and Alexa website for many years without any issues. However, in January this year, I ordered clothes for my children...
m
malih1
trustpilot.com
Sep 30, 2025
I have been buying from them for years
I have been buying from them for years. Large sums spent with them. Seems success went to their head. Now it is impossible to pay. I have tried all my...
C
Consumer
trustpilot.com
Sep 30, 2025
Do not buy from this website
Do not buy from this website. I’ve been a client for years. Disappointing what a scam this site has become. Unclear about changes in shipping and cust...
M
Melanie
trustpilot.com
Sep 30, 2025
Return fee is £34.99 from UK - dreadful
I used to happily shop with AlexandAlexa all the time, so didn't realise they had changed their returns policy more recently. The cost to make any ret...
S
Shayna P
trustpilot.com
Sep 30, 2025
Sneaky company
I have used alex and alexa for years. I recently made an order to replace a yelow rain suit my daughter had when she was younger. Now, the colour is w...
R
Rebecca Smith
trustpilot.com
Sep 30, 2025
Rip off return Fee
Wow trying to charge a return fee for an item I would have liked to exchange. The ret...
C
Charlotte A
trustpilot.com
Sep 30, 2025
Awful customer service
Awful customer service, do NOT buy from this company!!! Part of my order did not arrive. I hav...
O
Olga Karpenko
trustpilot.com
Sep 30, 2025
no refund
...
R
Reviewer
trustpilot.com
Sep 30, 2025
Spent £190 and this was for shopping to…
Spent £190 and this was for shipping to UK. I’ve then been contacted by UPS demanding £100 customs fees to be delivered!! Alex and Alexa have refused...
H
HST
trustpilot.com
Sep 30, 2025
If you live in the UK DO NOT BUY
If you live in the UK DO NOT BUY. When you order, the website says all customs and taxes are included, but it is a lie. They also provide zero informa...
P
Prettybug Rachy
trustpilot.com
Sep 30, 2025
worst customer service
EDITED: I have NEVER received the package nor reply from customer service. the tracking is still showing package was delivered to another country, mea...
E
Elena Shchuchkina
trustpilot.com
Sep 30, 2025
The order was never shipped or refunded - this shop is a scam
The shop hadn't provided the tracking, and the tracking page they sent me had no tracking information. It took their customer service over o...
c
customer
trustpilot.com
Sep 30, 2025
Absolutely Shocking
The most frustrating CS that I have ever dealt with as there is no reply to 4 queries now. I purchased a bike for my daughter for her birthday and aft...
M
Mrs Vaiciuliene
trustpilot.com
Sep 30, 2025
Very disapointed with customer care…
Very disapointed with customer care solutions. Ordered kids gile...
S
Sarah B
trustpilot.com
Sep 30, 2025
Exchanging items has hidden costs
Exchanging items has hidden costs, not clearly explained on your website and ridiculously high. Customers can not be expected to pay between £20 and £...
T
Tara
trustpilot.com
Sep 30, 2025
Awful
Awful. I will not buy anything here again. Agree with all recent reviews. Customer service is slow and unhelpful. Returning anything is complicated, l...
M
Marina Andreyeva
trustpilot.com
Sep 30, 2025
You have just lost another loyal…
You have just lost another loyal customer! I am really angry at the response I have received from the customer service representative regarding my cla...
Conclusion
Across these reviews, customers most frequently report unresponsive customer service, delivery or tracking failures, unexpected customs or duty charges and high returns costs. Several reviewers describe missing items or refusal of refunds, and a minority report faulty or mis‑sized products. If you are considering a purchase, check the retailer’s shipping, customs and returns policies closely before ordering and confirm which markets the site supports. UK shoppers should note frequent mentions of customs and return costs and may prefer to contact their payment provider if disputes arise.