Trust Score 88/100 · 5 sources · 1,449,094 reviews · updated 16 Oct 2026
Otto reviews
In short
Is Otto legit?
Otto holds 3.7 out of 5 on Trustpilot from 119,883 reviews, with 69% five-star and 16% one-star. App ratings are higher, at 4.79 on the App Store (1,150,714 ratings) and 4.71 on Google Play (178,489 ratings). Customers report a wide range, good prices and fast delivery, but also problems with marketplace sellers, Hermes parcels and customer service. Google Maps (7 reviews) and Sitejabber (1 review) are too small to rely on.
Trust Score 88/100 from 1,449,094 public reviews across 5 sources, updated 16 Oct 2026. How we score
- Rating sources
- 5
- Ratings counted
- 1,449,094
As of 16 Oct 2026 · How we score
AI summary
Otto holds 3.7 out of 5 on Trustpilot from 119,883 reviews, with 69% five-star and 16% one-star. App ratings are higher, at 4.79 on the App Store (1,150,714 ratings) and 4.71 on Google Play (178,489 ratings). Customers report a wide range, good prices and fast delivery, but also problems with marketplace sellers, Hermes parcels and customer service. Google Maps (7 reviews) and Sitejabber (1 review) are too small to rely on.
- Customers report a very large selection and good prices. Many reviews say the overall package fits, from fashion and furniture to electronics. Trustpilot
- Fast delivery is the most common positive point. Customers report furniture and parcels arriving quickly, sometimes earlier than announced, and well packed. Trustpilot
- Many long-term customers say they have had no problems for years. They describe friendly service staff and quick answers to questions. Trustpilot
- Returns are described as free and uncomplicated by several Trustpilot reviewers. Trustpilot
- The app is called easy to use and clearly laid out. Customers also like paying on invoice and choosing their payment method. Google Play
- Customers report problems with marketplace sellers. Examples include sellers who left the platform after a sale, with Otto then saying the customer must sort it out alone. Some say Otto sides with the seller on warranty claims. Google
- Hermes delivery is a frequent complaint. Customers report lost parcels, parcels sent to closed pick-up shops, parcels left outside, and a parcel that took over a week to arrive. Trustpilot
- Customers report late deliveries and cancelled orders. Examples include furniture and kitchens delayed by months, orders cancelled a day after purchase, and an order that was never shipped. Google Play
- Customer service is described as hard to reach and unhelpful in problem cases. Customers mention no phone number, bots, and slow reclamations. Some say reminders or collection letters kept coming after returns or lost parcels. Google Play
- App users report broken search, filter and sorting, wishlist crashes, and too many advertising notifications. Some also dislike the new points, coupon and challenge system. App Store
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 3.7 / 5 | 119,883 | 16 Oct 2026 |
| App Store | 4.8 / 5 | 1,150,714 | 16 Oct 2026 |
| Google Play | 4.7 / 5 | 178,489 | 16 Oct 2026 |
| 3.7 / 5 | 7 | 16 Oct 2026 | |
| Sitejabber | 4.0 / 5 | 1 | 16 Oct 2026 |
Delivery, returns
and support
How is Otto delivery?
Delivery is mostly praised. Many Trustpilot and Google Play reviewers call it fast and on time, and say they were informed of changes. The main problems are Hermes parcels, such as lost or misdirected deliveries, and long waits for large items. One Google Play reviewer reports delays of up to 4 months. A single Sitejabber review says delivery can be slower than expected.
How do Otto returns work?
Several Trustpilot reviewers say returns are free and problem-free. Complaints cluster around refunds and disputes. Customers report waiting a month or more for a refund after a cancellation, a 100 EUR deduction on a refund, and a dispute over what was in a returned parcel. Some say they were asked for payment again after returning an item.
How is Otto customer support?
Experiences are split. Many Trustpilot and Google Play reviewers praise friendly, competent staff and quick feedback. Others report that support is hard to reach, answers do not address the question, and tickets lead nowhere. Customers also report refusals of goodwill or help once the warranty period ended or when a marketplace seller was involved. A few report accounts being blocked without a stated reason.
How is Otto quality?
Many customers say goods arrive in good condition and quality is good to very good for the price. Complaints concern damaged or defective items, missing parts on furniture and kitchens, and colours that differ from the photos. Some reviewers say marketplace sellers do not meet Otto's own standard. Appliance owners report faults after one to two years and difficulty getting help.
What customers say
about Otto
Die Lieferung erfolgt sehr zügig. Mit dem Kundendienst habe ich auch nur gute Erfahrungen gemacht.
I bought an electronic device from Otto that broke down after a short time. When I contacted customer service, they suddenly told me the seller was no longer registered with Otto
Die App funktioniert nicht richtig. Ständig verliert der Suchfilter den Inhalt und man bekommt beliebige 20000 Produkte angezeigt.
Die angebotene Ware kam immer in perfekten Zustand an und auch immer in der angegebenen Zeit.
Ich habe meine Bestellung nie erhalten. Trotz mehrfacher Beschwerden wurde keine Lösung gefunden. Stattdessen verlangt OTTO weiterhin Geld und schickt Mahnungen.
Ich kann die Zahlungsarzt wählen wie es mir passt und Stornierung klappen auch immer einwandfrei. Einfach klasse!
Questions about
Otto
Is Otto legit?
Customers report that Otto is a working retailer. Many say they have ordered for years without problems, and ratings are 3.7 on Trustpilot (119,883 reviews), 4.79 on the App Store and 4.71 on Google Play. Problems are mostly reported with marketplace sellers, Hermes parcels, refunds and support, not with orders never being fulfilled at all.
How long does Otto delivery take?
Many customers report fast delivery, sometimes earlier than announced. Others report delays caused by Hermes or long waits for furniture and kitchens, in one case up to 4 months. Delivery time varies by item and seller.
Can I return Otto products?
Trustpilot reviewers describe returns as free and easy. Some customers report slow refunds, deductions, or disputes about returned goods. Marketplace items can be harder, as some customers were told to contact the seller.
Does Otto reply to bad reviews?
Rarely. The reply rate is 0% on Trustpilot and 1.1% on Google Play. Google Play replies are short, polite templates that point to an email address or say the issue should be fixed.
Is Otto worth the price?
Many customers praise good prices, deals and value for money. Some say Otto items are more expensive than marketplace offers, and one complains of high prices. Extra shipping costs on marketplace items are also mentioned.
Ask the agent
about Otto
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Sources
- 582,241
- 410,846
- 34,551
- 23,506
- 118,739
Brand replied to 0% of reviews
As of 16 Oct 2026
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Brand replied to 1% of reviews
As of 16 Oct 2026
- 54
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Brand replied to 0% of reviews
Google Maps listing: Otto (GmbH & Co KG)
Rating data from Google · As of 16 Oct 2026
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