Customer fury at fashion brand Yoli and Otis

Popular Australian fashion brand Yoli and Otis is not winning over fans with its customer service as its owner travels around the globe posting enviable images of her lavish accommodation.

Popular Australian fashion brand Yoli and Otis has come under fire by loyal customers who claim to be waiting for overdue orders.

While glamorous mother of two Lena Catterick travels around the globe, posting enviable images of her lavish accommodation, customers reportedly continue to wait to receive orders paid for and placed well over six months ago.

Catterick hit back at the claims, saying the “slow fashion” brand simply experienced production delays and that she had been in contact with all customers.

“I just would very much like to sincerely apologize to everyone and stress these delays were never intentional.”

“Everyone has been communicated with about these issues in the last few months. No emails weren’t blocked, our emails were down for 4 days- Friday sat Sunday and Monday.

“Finally orders will arrive next week and I will personally email everyone apologizing and thanking them from the bottom of my heart for their incredible support, and the opportunity to earn back their trust. it means everything right now.”

Catterick’s Yoli and Otis label, known for its minimal and earthy aesthetic, sells items that range between $50 and $500. And with 234,000 Instagram followers, the label has loyal customers from all around the globe who have supported it since its inception in 2014.

However, Sunday Confidential can reveal that six months ago, the brand failed to send out orders and relationships went sour with some disgruntled customers, leading to them being blocked online.

It has resulted in a complaint against the company with NSW Fair Trading, which said they encourage consumers dissatisfied with a business’s services to lodge a complaint online.

Lena Catterick is the owner of fashion brand Yoli and Otis. Source: Instagram

Lena Catterick as seen on Instagram. Source: Instagram

Many of Catterick’s clients have taken to social media to connect with other customers in the same position and to seek clarification and help regarding their un-sent orders.

“Does anyone know if Yoli and Otis is still in business? I placed an order with them in September and they kept claiming shipment was delayed and then they finally agreed to a refund in December … but I never received the refund,” Stacey Hogan wrote.

While Hannah Jo wrote: “I just won my dispute with PayPal after a purchase for a pre-order I made in June.”

Another woman, who did not want to be named, told Sunday Confidential she had purchased a dress for $321 in July but never received it.

Catterick and her brand Yoli and Otis have come under fire. Source: Instagram

Posts about fashion brand Yoli and Otis. Source: Facebook

“After that time passed, I sent an email every month or so to be told there were delays with customs and materials. In November, I was told the shipment had arrived and would be dispatched but that was the last time I heard from them. When I chased them up recently they blocked me. They have also not responded to any of my Instagram messages.”

Justyna Kasperska had a similar story. “I ordered in June and I have been chasing the company. I received a few messages from (the company) saying they will refund me, then they got quiet. I tried applying for a refund for my orders but they were placed over 120 days ago and I was told it was up to the merchant to resolve it,” she said.

Many Yoli and Otis fans have taken to Facebook to warn other customers.

“Don’t give them any more chances,” one follower said.

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