I ordered a jacket for my daughter (€85). After 3 weeks I had received nothing, so I registered a complaint online. It was quickly answered - they had no idea what had gone wrong but the jacket was now sold out, would I like to order something else? My money was now in an Otto "account". I tried to pay for a different jacket on the website, but I could only use the account if I wanted to pay in installments, so I rang the klantenservice (expensive from my mobile!). They were helpful and arranged to make one payment and refund me the change. The jacket arrived with a large tear in the shoulder and had to be returned. This was just before Christmas, so Otto have had my money since October and I am still waiting for my cash to be returned (only €79 as I am still being charged for postage!). I will never use this company again.