I have ordered 6 coats over the last year via Amazon. I saw a coat on instagram through them directly. I orderd it with an expected delivery date of 09/29/26. I received an email later in the day telling me that UPS had attempted delivery and it was refused and going back to sender. I emailed their customer service dept. immediately. The response: The UPS record shows 9/28/26 6:47 A.M. Returning to Sender. The package was refused by the receiver and will be returned to the sender. For that resounding we cannot send replacement and will issue a full refund. I immediately asked for a phone # (refused) and to overnight it and should give me a courtesy discount on a future order. They said it's their policy to refund if not delivered and so I can reorder. I have never been treated so rudely by a company. Customer Service is a privilege not a duty to be taken lightly. They will lose alot of business from me and everyone I know.
PATTI GREENBERG
United States
September 15, 2026
Orolay trench coat and customer service review
I ordered a trench coat from Orolay and I based my size decision on the size chart posted on their website. I liked the coat very much except the sleeves were too short and well over an inch shorter than the measurement listed on the size chart. I decided that I would order the next size and see if that would work for me. The only means of communication was through an online chat. I explained the sleeve issue and size discrepancy to an online representative. I requested a prepaid shipping label so that I could return the coat and then purchase the next size. The representative was impolite and said that the coat may not be manufactured according to the size chart and they would not be responsible for the return. Buyers beware, please don't rely on the size chart posted on their website. The quality of the coat was good but the customer service was more than disappointing. It is also interesting that I am unable to leave a review on the Orolay website.
Lin J
United States
September 13, 2026
POOR CUSTOMER SERVICE
I placed an order with Orolay for a coat in the amount of $145.86 and the tracking shows delivered but I did not receive it. I chatted with an agent, who had the worst customer service skills, and refuse to address my concerns. I spoke with the building management office and doorman, and they haven't seen any packages for my apartment number. Unfortunately, there are problems with FedEx and UPS leaving packages unattended in the lobby and packages come up missing. The building management office accepts all packages but UPS, FEDEX and amongst other delivery companies' drivers are extremely lazy to deliver the packages to the management office. UPS delivered my package elsewhere to the wrong apartment. I didn't realize Orolay, had such bad reviews and along with complaints. I would have never made a purchase with this company if I would have known prior, to placing an order. The customer service chat is horrible and impossible to deal with. I filed a dispute with my bank to get my refund. I will not recommend!!
Sean
United States
May 29, 2026
I ordered the peelers and whilst trying…
I ordered the peelers and whilst trying to submit the confirmation, I accidentally clicked on two extra items. (Tricky way of getting more sales) I emailed them immediately to reverse the two extra orders. They politely replied and acknowledged that, only to find they packed and shipped all the products. Since then, they have not replied to my emails…. Plus was overcharged $45.00. There has been no communication since requesting the refund. I purchased the peelers (all 16 packs) which are absolute crap. My suggestion to future buyers, DO NOT USE this company.
Claudia
Australia
May 29, 2026
Nice jacket, but it didn’t hold up
I really liked this jacket when I first got it. It looked good, fit well, and kept me warm. But after just a few months, the stitching near the pocket started coming loose and the zipper already feels kind of cheap. I wasn’t even rough on it, so that was disappointing. I tried reaching out about it, but it felt like nobody really wanted to take ownership or help with the issue. For the price, I expected it to last longer. It’s a decent jacket at first, but the durability just isn’t there. 0 Reply
GATES
May 2, 2026
Fits exactly like I hoped, suspiciously well
I ordered my usual size and somehow it fits just right, which feels a little too perfect, like they knew what I was going for. There’s enough room to wear a sweater underneath, but it doesn’t look bulky or awkward. I’m really happy with it, even if I’m side-eyeing how well it worked out 0 Reply
Daniela_trudell70
April 12, 2026
Super easy to order
I had a smooth experience ordering from Orolay. The site was easy to use and checkout went through without any issues. The confirmation email did take a little longer to show up than I expected, but it wasn’t a big deal. Overall, everything was simple and hassle-free, so I’m happy with it. 0 Reply
carl.Steveson
March 14, 2026
My package took its sweet time getting...
My package took its sweet time getting here, which was a little dramatic in the worst way. Thankfully, the tracking actually worked the whole time, so I wasn’t completely in the dark. When it finally arrived, the item was in great shape, so at least the ending wasn’t a total tragedy. 0 Reply
Ricky-zee
February 22, 2026
I really wanted to like this coat, but...
I really wanted to like this coat, but my gut says the quality just isn’t there. The zipper broke after only a short time, and the seams started ripping within a few weeks. It looked fine at first, but it fell apart way too fast for me to recommend it. 0 Reply
SMITH
February 9, 2026
Terrible Customer Service
I should have read the reviews before i purchased from this company. I ordered a coat that USPS says delivered but it didn't. Trying to get ahold of someday in customer service to address this is a nightmare. Avoid at all costs and stick with NorthFace or another reputable brand that actually cares about its customers.
Andrea Haala Johnson
United States
February 7, 2026
Bad quality
Bad quality, high price , bad company. Bought the long filled parka and after 2 months the lining crumbles up in the bottom doesnt let you walk. I called them and they excuse themselves by saying your lost beacuse more than a month has gone by.
Annelise De Alonzo
United States
January 27, 2026
AVOID AT ALL COSTS
products take ever to arrive from China, and then when they arrive they look cheap, awful quality, not like the photo and when you ask to return for a refund, they expect customers to pay for tracking postage, so you are at a loss with them. If you try talking to them, they keep copying and pasting their website link and thats all, no chat, no talk. AVOID AVOID AVOID!!!!!!!!!
Violet Rouge
United Kingdom
January 27, 2026
Do Not Buy From Orolay!!
Do Not Buy From Orolay!!! Warning! There’s a reason for their low prices. Inferior down, inferior material, no customer service. I bought a white coat. It stated it was washable. After one washing, as instructed, with weighted balls, the feathers clumped in awkward places. All the feathers for the collar clumped together in one corner. I had the coat for one week and, thru the chat they said since it was washed it was not returnable. I wish I could add a photo.
April Tepper
United States
January 26, 2026
Uncomfortable and no one seems to take responsibility
I really wanted to like this, but it’s just not comfy at all. It feels stiff and kind of scratchy, so wearing it all day gets annoying fast. I also tried reaching out about it, but it felt like nobody really wanted to take ownership or help with the issue. 0 Reply
annajohnson0571
January 25, 2026
slow shipping
The company advertises fast shipping. I am in Oregon and have been waiting a week for a coat. It was shipped from NY and is now in illinois. I wouldn't characterize that as "fast shipping".
Robert Migliori
United States
January 23, 2026
Return went smoothly
I needed to swap my jacket for a bigger size, and overall it was a easy experience. It did take a few days for them to get back to me, but once they did, they helped me figure it out without much hassle. The refund/exchange process was simple enough, I’d say. Taking off one star because the return shipping was a little slow, but in general it all worked out fine 0 Reply
hello_henry874
January 10, 2026
Una truffa!!!
Una truffa!!!! Sito truffa!!!...ho mandato a prendere un piumino bordeaux da oltre 100€...e mi é arrivata una schifezza nera che al mercato ti tirano dietro per pochi euro!!!É UNA TRUFFA!!! DIFFIDATE!!!
Tiziana Angellieri
Italy
January 6, 2026
OROLAY Misleading Return Policy
Beware return policy is not consistent. Different return policies depending on vendor or advertiser. The return policy with vendor or advertiser is not printed on order page. One must press a button to review return policy for that sale. Most likely it differs from 30 day return policy on their website so very confusing and misleading.
Nancy Tumbry
United States
January 6, 2026
Not even m sure i will receive the…
Not even m sure i will receive the coat. Coming from China and not good tracking info.maybe by spring
joanne barbara
United States
December 29, 2025
Horrible Quality
The quality is horrible. I purchased three items. One jacket would get strange discoloration by the collar area. I washed it and some of it was still there. The second coat, the seam by the zipper was ripping and I've only wore the coat a couple times. I reached out to replace or refund for the coat, which they did refund. The fact that they refunded very quickly makes me think they probably get a lot of these requests due to poor quality. Do not buy from this company!
Jennifer Jaramillo
United States
December 29, 2025
Cheaply made. Shady, slow returns. Steer clear.
Cheaply made. Ordered a vest. Styling is cute. Zipper very cheap and catches multiple times in fabric. Approved my return authorization quickly but you have to go to the post office to get a label. I was refunded fairly quickly, which is much appreciated. Same cheap zipper on multiple coat styles. Too bad. Great style, poor quality.
Daniele
United States
December 26, 2025
really warm coat for cold days
i bought my orolay coat for winter, and it ended up being warmer than i thought it would be. the insulation feels thick without making the coat super heavy, and it does a nice job blocking the wind. i wore it on a freezing morning walk with just a sweater underneath and stayed totally comfortable. the fit is good too, maybe a little roomy, but i actually like having space to layer. really happy with it so far. 0 Reply
BERGER
December 25, 2025
Nice coat, but the support put me in a bad mood
I actually really liked the coat, which made the whole customer service thing even more annoying. I emailed about a return and then just sat there getting more frustrated while it took days to get a real answer. The first reply felt like they hadn’t even read what I wrote, so I had to explain everything again. It did get sorted in the end, but by then I was tired of the back-and-forth. Way more hassle than I expected 0 Reply
IdaHamilton_84
December 23, 2025
Buyer beware
This company used GOFO for delivery, which has horrible reviews. When the company would not deliver my package orolay simply told me to contact gofo which I have multiple times. Orolay will not help me resolve the issue. You have to chat with them online and it’s very hard to get them to respond. There is no number you can call no live person you can speak to customer. Service is awful.
HB
United States
December 18, 2025
Slow Shipping and Disappointing Quality
The delivery is extremely slow. Only after you place the order do they explain what you’re actually dealing with—and even then, it’s buried in the fine print during checkout. The reality is that the products ship from China, and the average delivery time is around 15 business days, which works out to about 21 calendar days. The quality is also disappointing. The garments look good in photos, but what arrives feels cheap. The materials are generic at best—and that’s being generous. No thank you. Not for me.
Davide C.
United States
December 17, 2025
Do not trust this seller
The first coat they sent took over 3 weeks to arrive. It was the wrong size but then I found that the only way to exchange any items is to purchase the one you need, while sending back the one you have. To return that have been invalid, their exchange policy is absolutely nuts. It's been over a month and I see they still haven't even sent the exchange coat to me. I have about $300 just floating somewhere. Luckily I paid for it through PayPal and can dispute it there. They have gone silent. Do not trust the seller.
Kara Trott
United States
December 17, 2025
Cute and really warm coats
Cute and really warm coats, I ordered two to pick from and returned one. Bummed about restocking fee otherwise would be 5 stars for Orolay.
Sara Ameigh
United States
December 9, 2025
Pretty good, I think?
I got this coat a little while ago, or maybe it was just last week, I can’t remember, but I’ve worn it a few times now. It’s decent and does the job, but for some reason it still feels a bit pricey for what it is. Not bad overall, just not sure I’d call it a great deal. 0 Reply
Diane_ford92
December 9, 2025
Really like the style
I picked up a jacket from orolay.com and I really like it. The style feels modern without being too much, and it looks good with jeans or leggings. I like the little details too, like the pockets and the shape. Wore it out a couple times and they already noticed, which was nice. Happy with it overall. 0 Reply
hello_arthur025
November 28, 2025
Very deceitful company.
Very deceitful company. I wonder why Caucasian models are used, for a Chinese company? (Why don’t they use the beautiful models from their own country? -it’s because they do not want you to know you are ordering inferior products from CHINA!) Shipping takes a very long time, AND if you need to return for ANY reason, or a simple exchange, you have to PAY EVERYTHING YOURSELF. No shipping label is provided, and customer service is abrupt and rude. You are also not able to leave a review online for the coat you purchased. Hmmmm…. Very shady! Please order from another reputable company.
Summer R.
Canada
November 15, 2025
Worst experience!
Worst experience!! ai bought a coat and it it too big so I wanted to exchange to a smaller size. The request of return was first approved, now the canceled it. Reason? “italy”. as we haven't got the mail. really disappointed. now i have a coat that i can’t use and 100€ less.
ilenja
Italy
November 12, 2025
Buyer beware
Buyer beware, you are ordering from China and it takes 3 weeks to deliver which they call “normal shipping”. Customer service is a joke, they cannot even text in proper english, save yourself the headaches of dealing with this company
Richard Benoit
United States
October 30, 2025
Jas besteld maar zag er totaal niet uit…
Jas besteld maar zag er totaal niet uit zoals aangeboden is. Via mail contact zoeken om terug te kunnen sturen. Dit kan alleen met akkoord. Maar wel instructies gehad. En kost je. 30 euro
janne koppenaal
Netherlands
October 14, 2025
My package was stolen within 10 minutes…
My package was stolen within 10 minutes of delivery. This company says its marked delivered and it's my problem. I filed a claim with there delivery service which apparently is not accredited with (BBB) I just researched. I will never buy anything from this company again. Awful
Pamela Lopinto
United States
October 8, 2025
Compro un abrigo y es genial
Compro un abrigo y es genial, 7 bolsillos, no pesa, bonito...pero demasiado grande, tengo que devolverlo. Pagué 109 euros. Cuando me lo trajeron 13€ de aduanas. Solicito la devolución, el envio corre de mi cuenta. Tengo que enviarlo a Alemania, 36€. Me aceptan el reembolso y de los 109 que pagué solo me devuelven 103€.
Ana Isabel Carrillo Blandin
Spain
September 9, 2025
I didnt have any issues with return or refund
I am in the UK. I bought 2 coats within days of each other. Unfortunately one was too tight and the other was too big and swamped me. I requested a return, it was approved in 24 hours and then I packed up the parcels and sent by RM. Postage was free to me but the return was at my cost. Luckily they were being sent to a logistics company in Nottingham, (I got worried they would have to be sent back to China or something). I tracked the parcels and 2 days after they arrived at their warehouse, I got refund sent for both. No issues. No hassle.
twinkletoes
United Kingdom
February 25, 2025
Possibly a Scaming Coat Company Beware
This is a terrible company to buy from currently contacting the ombudsman in the uk on their trade description of a coat they said it was a 650+ feather fill it was a lie as coat so thin!, then will not accept the return either. Terrible service and US company producing Chinese made sub standard products!. No procedures in place to address the issues.
Miss Tahira Shah
United Kingdom
February 7, 2025
SCAM
The coat was too small. I live in the UK. First it took ages to find out the address to return it to. And then, they said that they could not credit me a refund without proof of postage even though I had enclosed my receipt when I returned the package. I explained to them that recipt of posting was only required if they could not find the returned package, but they refused to say if they had received it or not-- SCAM
customer
United Kingdom
January 29, 2021
All About The Creme (S’more Vibes)
I love the warmth of this coat....it’s so warm and stylish (them zippers....oh lawdddddd)!! ; I’ve only had the coat for sometime and I have received so compliments from both men and women... My only complaint was shipping...seemed so long but worth the wait!!!
Joy
United States
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