Avoid! I would strongly caution anyone considering purchasing from Il Gufo, particularly given the premium prices they charge.
I purchased a Xmas baby outfit from their Rome store and washed it before first use, following the care instructions on the label. The red decoration transferred onto the white fabric, leaving pink/red stains across the sleeves and upper part of the garment - see pictures. The outfit had never even been worn - obviusly as it was aimed for Christmas time.
I contacted Il Gufo, sent clear photographs and asked for a replacement. Their response was that their Quality Control team had carried out a washing test and had not detected colour transfer. They therefore refused to recognise the issue as a product defect and suggested that "something may have occurred during the washing or drying process". No accountability taken from their side.
So I am left with an expensive, unworn baby outfit that became visibly stained after its first wash, despite following the care instructions, and Il Gufo will not even replace it.
For a premium childrenswear brand, I find this level of customer service extraordinarily poor. When customers pay these prices, part of what they are paying for is confidence in the quality of the product and in the company standing behind it when something goes wrong.
What disappointed me most was the complete lack of goodwill. I wasn't demanding compensation or anything unreasonable. I simply asked for the damaged, unworn item to be replaced.
I had intended to continue buying from Il Gufo, but after this experience I won't purchase from them again. If this is how problems are handled after purchase, I cannot justify spending this kind of money with the brand.
I would advise prospective customers to bear their after-sales service in mind before purchasing, particularly expensive pieces or gifts. read more