OTTO Reviews 117,213

Such a disappointing customer experience.

I purchased a watch and was told that delivery would take up to two days. Six days later, the item still had not been delivered. When I contacted customer support to find out what was happening, I was informed that Hermes had canceled the shipment without providing any reason and that they were now waiting for the package to be returned.

What is particularly frustrating is that I was only informed of this situation after I reached out myself. Had I not contacted support, I would have received no update at all.

To make matters worse, I am now being told that I must wait for a full refund until the watch is returned to the seller. However, there is no guarantee that Hermes will actually return the package. It could have been lost or even stolen during transit, and yet I am expected to wait indefinitely for my money.

This entire process has been handled very poorly and falls far below the level of service I would expect as a customer.

I have been a loyal OTTO customer for over two years, and I continue to be impressed with every order. The product selection is excellent, the quality is consistently high, and deliveries are always fast and reliable.

What I appreciate most is the outstanding customer service, the easy ordering process, and the professionalism of the entire company. Whether it's home goods, furniture, clothing, or everyday essentials, I have always been extremely satisfied with my purchases.

OTTO represents quality, trust, and exceptional service. Thank you for maintaining such high standards and for making online shopping such a pleasant experience. I will gladly continue shopping with OTTO in the future.

A well-deserved 5-star rating and my highest recommendation!👏👏👏✨️✨️✨️✨️✨️

I ordered something on the 13th of May 2026. Now it's the 28 of may 2026. I never received my order. I contacted the seller, no response, I contacted Otto , nothing is resolved. I paid for my order over a week ago approx 170 euros and my order was never delivered , although it said in my email on the 26th I will receive it. (DPD) My money is gone and I never got what I paid for. I'm upset that Otto didn't do anything about it so far...

I fully paid my refrigerator order, but one direct debit failed due to insufficient funds. I immediately paid the original invoice manually afterwards.

After that, OTTO Payments started demanding unclear and contradictory “Rücklastschriftgebühren”.

First I was told the fee was 5,10 €. Then suddenly it became 6,40 €. Later they claimed:

5,10 € were supposedly “fees from my bank”
plus 1,30 € from OTTO Payments.

The problem: my actual bank statement clearly shows that my bank only charged me 0,97 €.

I repeatedly asked OTTO Payments to explain:

which bank charged 5,10 €,
why they describe it as “fees from my bank”,
and on what contractual or legal basis the additional 1,30 € are charged.

Instead of answering these questions properly, they kept sending automated Mahnungen, additional fees and interest, so the amount kept increasing automatically while my questions remained unanswered.

I understand that a reasonable bank fee may exist after a failed direct debit. What I do not accept are unclear, contradictory and insufficiently explained charges.

The original refrigerator invoice was fully paid. The dispute only concerns the unexplained additional fees, yet customer support keeps replying with standard templates instead of providing transparent clarification.

Very disappointing and unnecessarily stressful payment handling.

Update:

After weeks of contradictory explanations, I finally received a more detailed response from OTTO Payments.

I have now paid the 5,10 € external bank costs as a gesture of good faith, because I understand that an actual bank fee may arise after a failed direct debit.

However, I still dispute:

the additional 1,30 € “OTTO Payments fee”,
all Mahngebühren,
and all interest charges based on these disputed fees.

The reason is simple: for weeks I received inconsistent and misleading explanations from different OTTO Payments employees.

At different times:

the fees were described entirely as “fees from my bank”,
later the amount suddenly changed,
and only much later was it partially explained differently.

As a customer, I should not have to spend weeks trying to extract basic information about how a fee is calculated.

I am willing to pay real, transparent and properly explained external costs. What I do not accept are unclear internal processing fees combined with automated reminders, increasing charges and template responses instead of transparent customer support.

Dear Otto cars,
I am writing to express my sincere appreciation for the exceptional support I received from (DEBBIE) the PCN Dept.
She was incredibly helpful, patient, and professional throughout the entire process. I had been facing a challenging issue, and she took the time to fully understand my concerns and resolve everything efficiently. Her clear communication and dedication made a significant difference, and I truly felt supported every step of the way.
It is rare to come across someone so committed to providing such high-quality service. She is a real asset to your company, and I hope her efforts are recognized.
Thank you once again for the excellent service.
Kind regards,
Mohammed

I have purchased many items from Otto over time, and in most cases their support team has responded quickly whenever an issue arose. Overall, my experience has been very positive. Aside from a few minor exceptions, I am satisfied with both the service and the reliability they provide. I would like to express my appreciation for their customer support and the quality of their service.

The only problem I have is for you to stop using Hermes

Very good and fast delivery

For me the BEST Online Shop!
Service´s from A to Z = TOP

Congrat´s Otto Team, Keep up the Good Work 👍

Great shipping times and very good customer service

My pillow order never came. I payed and later I just got answer that I need to contact seller???
Over and over again...
Really
I would expect that OTTO needs to deal with sellers, not me!
And I requested a refund, again same lame answer, contact seller, and wait, wait , wait ....
OTTO company responsibility leaves lot too be desired.
I am never again ordering anything from OTTO.
I just hope I get my money back.
And I feel that the answer from OTTO will be : "You need to contact seller or customer service email" Without any solution.

My partner and I ordered a wardrobe. We ordered it in the color champagne, on the website it looked like a beige ish color with a pink tint to it. Unfortunately when we got it and started putting it up we quickly found that the color of the wardrobe did not match the color on the website. We thought they sent the grey one (yes the color was that different that we thought it was the grey model) and so we contacted Otto. They sent us some color samples, and it turned out that we had indeed received the correct color. We wrote them that the color on the wardrobe did not match the color on the website, to this they simply responded that there could be slight differences in color…. Sorry it’s not a slight difference when the product you think you get is beige with a hint of pink and you then get the product and think it’s the wrong product that has been sent because it looks grey.
Now they refuse to do anything about it, all we want is a simple refund, not asking for a full refund.

Reuben was very helpful at collection, process is simple and easy.

Dear OTTO never ever again ! By far the worst place you can order home appliances from. Regardless of purchased guarantees the process of replacing an item has taken over a month and 10 emails. The service partner doesn’t answer calls and or hangs up on you after being on hold for long periods of time , and the games don’t stop there. Even after the service partner finally came and deemed the refrigerator unrepairable I still had to wait and go back and fourth with customer service to get the item returned. I had the refrigerator about a year before it broke and it will probably take me equally as long to get this junk out of my house and my refund. Terrible business processes and I don’t recommend this to any one !

I closed a cruise tour for tomorrow, December 31. I had already paid for everything, me, my wife and my children. The company contacted me today, 1 day before the tour, to charge me extra - 750 dollars per person. An absurd and total lack of respect for the tourist.

Disappointing customer service. I didn´t even try to return my article yet, but wanted them to know that a matress I bought had bugs in it and was partially destroyed through that. I was open to fix it but it worries me that an item otto brought into my household caused this. The customerservice was so disappointing and tried to avoid me, stopped replying to emails, without explaination refused to give me details on how the matress was produced or stored and overall didn´t work as I would expect from a customer service.

I had a very bad experience with Otto that has completely destroyed my trust in the company.

I ordered two products, both of which I returned less than a week after receiving them. The return was sent together in one package, and I have the official postal receipt proving that the return was made correctly and on time.

However, Otto later claimed that only one of the two products was received. What makes this even worse is that the return was only registered in their system more than a month later, and only after repeated complaints from my side. Despite providing proof of return, Otto simply stated that they “trust the company from which the product was purchased” and therefore my word and my receipt mean nothing.

As a result, I am now being forced to pay for a product that I did return.

This handling is unacceptable. Customers should not be held responsible for internal warehouse or processing issues, especially when they have proof of return. The lack of accountability, the long delays, and the dismissive communication show a serious failure in customer service.

I strongly advise others to be very cautious when ordering from Otto, especially when it comes to returns. If something goes wrong, you may end up paying for it—even when it’s not your fault.

Update 22.12.25

After further communication, Otto has now cancelled the invoice and resolved the issue. While I appreciate the final outcome, the process was very stressful and time-consuming, and it required persistent follow-ups from my side

They have terrible and racist customer service ladies. They hang up on you, one particular woman called Katrin. I have been shopping electronic goods from them, but this time around i didnt realize how terrible their customer service has been. They dont want to address the main issue and would just direct you to write an email instead

OTTO really impressed me. The ordering process was quick and simple, and I loved how clearly everything was explained. My package arrived on time and in perfect condition. The quality of the product was exactly what I expected — maybe even better. Customer service was also friendly and helpful when I had a small question. Overall, a very positive and smooth shopping experience. I’ll definitely shop with OTTO again!