Customers mainly describe after-sales breakdowns, such as cancelled orders, returns that never show up, and refunds that take a long time. Many say emails go unanswered and phone support is unavailable. A smaller set praises product quality and helpful store staff. Some also mention sudden price jumps and website ordering problems.
Examples from available reviews (May 2017 – Feb 2026).
Returned parcel went missing and refund is delayed with no replies.
“parcel gone missing . Admitted to it and investigating on day 35 now”
Refund took over two months with poor communication and shambolic returns.
“took over two months and constant emailing to get a refund.”
Warm, well-made beanie matched online colours and shopping was hassle-free.
“These warm, comfortable Stone Island white beanie caps are a great gift for any occasion.”
Friendly, customer-focused staff made shopping enjoyable despite high spend.
“Staff were very friendly, they were very customer focussed”
Service complaints lead the feedback. Reviewers describe cancelled orders, exchanges that never move forward, and refunds that take months. Several say their returns were lost or never acknowledged.
A smaller share of reviews points to pricing around product drops and dynamic price increases. Those customers report higher-than-expected costs when items restock. This comes up less often than service and product issues.
The website and return logistics cause problems for some buyers. People report blocked accounts, next-day delivery that fails, and being required to send returns internationally. These snags add to delays and frustration.
Feedback splits between defects and strong praise. Multiple reviews mention shrinking, fading, lining failure, and materials breaking down. Other high-rating reviews describe durable items and accurate online presentation, showing a clear split on quality.
Many reviewers describe email-only support that doesn’t respond and long stretches with no acknowledgment. Several say promised authentication or follow-up never arrived. The lack of phone contact or timely replies comes up repeatedly.
Most overall impressions reflect after-sales problems and difficulty reaching support. A smaller group reports good in-store experiences or smooth delivery. The feedback focuses more on operational and support failures than on satisfaction with the purchase.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (25) · Reviews (19) · Reviews (1) · Quotes shortened · As of: February 2026
After photos assessment, company found no fault and closed complaint.
“They have decided there is no fault in the jumper and the matter is closed”
Company claims worldwide delivery but excluded Northern Ireland.
“doesn’t deliver to Northern Ireland which is part of Great Britain”
Fault in sweater led to months of poor customer service and self-repair.
“After 2 months, being dragged around by Customer Service, I have lost my patience”
Shoe heel lining tore and customer service ignored queries for months.
“never received any form of acknowledgment or update.”
In-store purchases could not be refunded and staff were rude.
“you buy something in store and you can’t return for a refund it even within a day.”
Order was paid but later cancelled due to no stock.
“order cancelled as inventory not in stock.. absolutely shocking.”
No reply from customer service after promised authentication.
“no reply sent two more emails with no reply”
Returned parcel went missing and refund is delayed with no replies.
“parcel gone missing . Admitted to it and investigating on day 35 now”
Refund took over two months with poor communication and shambolic returns.
“took over two months and constant emailing to get a refund.”
Purchase verification delayed nearly a month with no communication.
“communication skills absolute zero,I've been fobbed off now for almost a month”
Defective shoes were returned and promised replacement was not sent.
“They failed to process the exchange they promised, claimed it was a “misunderstanding,””
Hoodie deteriorated and customer service refused responsibility.
“material started to break down around the cuff and a hole appeared”
Customer support did not reply for over a year regarding returns.
“its been over a year we wanted to return the item but the emails we sent never got replied.”
Order arrived incomplete and refund took three months with ignored emails.
“half of it was missing and had to wait 3 months for a refund.”
In-store exchange meant only store credit, refund not offered.
“not eligible for a refund given that I had done the exchange in store”
Expensive cardigan became ruined despite cleaning; awful quality.
“it's all in a pile. Dry cleaning doesn't help, hand washing too.”
Brand quality has declined and garments are now poorer made.
“Stone island back in the day was quality.”
Complicated international returns and courier issues caused delays.
“At present you have to return to Italy.”
Next-day order did not arrive within promised timeframe.
“It's 16 December and it still has not arrived.”
Delivery failed repeatedly and refund still pending after cancellation.
“order was cancelled on the 13th December today is the 2nd January and i am still waiting for a refund”
Difficult returns process and poor customer service lost a high-spending customer.
“like it or stop bothering us as we don't care about you as a customer or your problem”
Cargo pants faded after two washes and complaint went unresolved.
“after two washes they have already faded.”
T-shirt design degraded after brief wear and replacement refused.
“Fragments from the design on the back went through top”
Website prevented ordering new release and later doubled prices.
“Next time available they are double the already steep price.”
Dynamic pricing during release felt exploitative and overpriced.
“dynamic pricing after 6 hours in que!”
In-store exchange meant only store credit, refund not offered.
“not eligible for a refund given that I had done the exchange in store”
Returns system is dysfunctional and customer service is non-existent.
“Stone Island should be ashamed of their nonexistent customer service.”
Coat inner lining failed within six months and replacement refused.
“inner lining fell apart within 6 months”
Long-term customer reports declining quality and poor after-sales service.
“They lie through their teeth, they do not read your emails”
Customer account appears blocked and prevents website access for purchases.
“I think they block me , cause I can’t entery on website.”
Pants shrank after following care instructions and service refused help.
“they ended up shrinking to the point where they are uncomfortable to wear.”
Faulty coat and frustrating email-based customer service denied replacement.
“customer service around getting this back and replaced or fixed is an absolute joke.”
Return missed deadline due to courier and refund was refused.
“By this time the 14 day return term had just expired.”
Customer service was impersonal and failed to answer purchase queries.
“Absolutely, terrible customer service from Stoneisland.com.”
In search of new winter wear, I stumbled upon Stone Island Company and was fascinated by the pure aesthetic appeal of their products. Every detail seems to be absolutely perfect. From the shirt collections to hats, each product is warm and cozy. My major concern when purchasing clothes online is whether the color will match how it appears on my screen, but I have no complaints here since their products are completely accurate. These warm, comfortable Stone Island white beanie caps are a great gift for any occasion. I enjoyed hassle-free shopping when making purchases online at the Stone Island store. I recommend them.
Customer service only via email and lacks empathy.
“they only deal with email, no option to talk to a person.”
Payment made but goods or refund not received.
“pay money and get nothing but money is not paid back”
Jumper shrank after following instructions and customer service ignored complaint.
“Wasahed my Jumper in Handwash as instructed- and it shrunk”
Friendly, customer-focused staff made shopping enjoyable despite high spend.
“Staff were very friendly, they were very customer focussed”
Excellent product quality and very fast shipping.
“PRODOTTI DI ALTISSIMA QUALITA' E ORIGINALITA', SPEDIZIONE VELOCISSIMA”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Stone Island is an Italian menswear brand founded in the early 1980s, known for outerwear, knitwear, and casual clothing. The label experiments with garment-dyeing and technical textiles across jackets, coats, and trousers. Stone Island sells through its own stores, authorised retailers, and an online shop. It operates internationally and provides e-commerce ordering and shipping.