Whilst in London I visited two different Paul Smith stores to purchase clothes. I found the staff in both stores to be very professional and really helpful without being pushy. I also shop at the Pau... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Fast, efficient & seamless purchasing process. (Paul Smith knows how to make spending money tooo easy :-) I’m generally OK with PS sizes but 1st time buying raincoat & unsure M or L so 1st time ‘Tr... See more
Company replied
Repeat Customer at York Outlet. Staff at this branch are exceptional on every level. This ensures my regular visits and purchases. Nothing is too much trouble. I think Matt is well suited to... See more
Company replied
Joshua the Digital Client Executive provided me some outstanding service, I was very impressed. I bought a wallet last year and the edging and part of the monogram had started to wear off and wasn't... See more
Company replied
Company details
Written by the company
Paul Smith is Britain’s leading independent design company. Paul Smith champions positivity, curiosity and creativity. These qualities underpin every Paul Smith design, whether it’s a shirt, a shop or a special collaboration.
Contact info
Poplars, NG7 2PW, Nottingham, United Kingdom
- +44 (0)115 968 5821
- customerservices@paulsmith.com
- paulsmith.com
4.5
Excellent
440 reviews
Replied to 68% of negative reviews
Typically replies within 2 weeks
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See how their reviews and ratings are sourced, scored, and moderated.
Great customer support from Jemma
I had an issue with a Paul Smith hoodie I bought over the summer. I raised the issue with the Paul Smith customer service department & liaised with a member of the team called Jemma.
Jemma responded to my email quickly, was extremely polite & friendly & resolved the issue with a minimum of fuss.
I thought Jemma was a great ambassador for Paul Smith.
I really like Paul / Paul Smith clothes & I hope to buy lots of his garments in the years ahead.
5 September 2025
Unprompted review
Reply from Paul Smith
Good morning, Ian!
Thank you for taking the time to share your feedback with us.
I'm pleased to hear that Jemma was able to help with your issue. I will pass on your compliments and make sure she knows that you appreciated her help!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Loyal 40 year customer lost forever
I have been a loyal customer of this brand for nearly 40 years spending what must be thousands of pounds in that time but the treatment I have received after the recent purchase of an incredibly expensive suitcase which failed after just one flight, despite a 'lifetime guarantee' means I not only have to write this review but I can no longer consider purchasing from the brand.
11 September 2025
Unprompted review
Reply from Paul Smith
Dear Peter,
Thank you for taking the time to reach out to us.
I have reviewed your correspondence with our team and have familiarised myself with your issue. I can see that the damage sustained to your case is not the result of a manufacturing fault but rather the way it has been handled on your recent flight. As such, the suitcase has not failed inasmuch as it has been damaged by mishandling. This has been verified by our own production team as well as that of RAWROW, the manufacturer.
We would like to emphasise that this should not have happened, but as it is not due to a manufacturing fault, we cannot accept a return in this instance. We very much appreciate that this is disappointing and as such, have advised you to reach out to the airline you flew with, citing the Montreal Convention, which addresses such issues.
We always do our utmost to help our customers, especially ones as loyal as yourself, and it would be such a shame for you to turn your back on us over this issue. I can see that my colleague has urged you to reach out to the airline as soon as possible, as delaying this may make a claim more difficult. I very much hope that you are successful in this claim.
Kindest regards,
Paul Smith Customer Experience
Jemma was very quick to respond and…
Jemma was very quick to respond and very understanding of my feedback as well as took into consideration I am a loyal customer who loves Paul Smith and have done for many years. I really appreciated the human interaction and professionalism, Jemma is awesome!
7 September 2025
Unprompted review
Reply from Paul Smith
Good morning, Martin!
Thank you for taking the time to share your feedback with us.
I'm pleased to hear that Jemma was able to help with your issue. I will pass on your compliments and make sure she knows that you appreciated her help!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Quality clothing and accessories
Nothing is too much trouble Returning an item is very easy
25 August 2025
Unprompted review
Reply from Paul Smith
Good morning!
Thank you for taking the time to share your feedback with us.
It’s a shame to hear that you had to make a return, but I am pleased to hear that you found the process easy to deal with!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Top quality
Top quality customer service to go with a top quality brand. Absolutely nothing negative to say.
3 September 2025
Reply from Paul Smith
Good morning!
Thank you for taking the time to share your feedback with us.
What lovely, kind words! I'm delighted to hear that we were able to help.
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Exceptional service
Exceptional service , speed and efficiency was first class and try before you buy a great concept as sizes differ on some brands
2 September 2025
Unprompted review
Reply from Paul Smith
Good morning, Lee!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your orders, we hope to see you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
When I entered your Mayfair store from…
When I entered your Mayfair store from the door at the corner there was 1 male employee inside the space. He didn’t look up from his phone and didn’t say hello and of course did not ask what I wanted. Further on I found a very nice young lady who helped me to find the right sweater.
When I left the shop through the same door the guy was still occupied with his phone. No good buy, no thank you for visiting- nothing. Very disgusting.
5 September 2025
Unprompted review
Reply from Paul Smith
Good morning, Uli,
Thank you for taking the time to reach out to us.
I’m sorry to hear that your recent experience in our store wasn't the most positive. I have passed on your feedback to the manager of our Mayfair store to investigate this. We always want to make sure that our customers feel welcomed and attended to as soon as possible.
I am pleased to hear that you then received good service from another member of staff who was able to help you find what you were looking for. I very much hope that any future store visits are much more in keeping with this.
If there is ever anything that we can do to be of assistance in the future, please don’t hesitate to reach out to our Customer Experience team, and we will be happy to help.
Kindest regards,
Paul Smith Customer Experience
Fantastic customer service
Just a great company to deal with it’s so refreshing to be able to deal with a member of staff who is helpful and real!
3 September 2025
Unprompted review
Reply from Paul Smith
Good morning, Derek!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with our team.
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
I’ve been shopping at this store for…
I’ve been shopping at this store for over 40 years (since my teenage days) so coming back into the store as an overseas visitor all the excitement and nostalgia came flooding back to me. To be greeted by Roger’s warm, courteous service was a blessing. I walked into the Covent Garden store for a browse and walked out with 6 beautiful items and was so happy with my purchases. To Roger, thank you for your great customer service and style advice and laughs. You are really good at what you do. And to Callum, thank you for being Roger’s side kick.
4 September 2025
Unprompted review
Reply from Paul Smith
Good morning, Kee!
I'm delighted to hear that you are such a longtime fan of the brand and that we can still bring you the same joy as when you first shopped with us! We look forward to seeing you again on your next visit!
I will pass on your kind words to Roger and Callum. If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Ordered a bag fo my wife as a present
Ordered a bag fo my wife as a present, unfortunately the strap was too short for her liking.
Due to being late relative to the return period a normal refund was possible, however a voucher was given upon return even though they were not obliged to it.
Great service the whole way through.
2 September 2025
Unprompted review
Reply from Paul Smith
Good morning, John!
Thank you for taking the time to share your feedback with us.
I'm sorry to hear that the bag wasn't to your wife's liking. That being said, it’s great to hear that we were able to make the follow-up experience a positive one!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Reply from Paul Smith
Good morning, Mark!
Thank you for taking the time to share your feedback with us.
What lovely kind words! I will make sure that Jemma knows how much you appreciated her help.
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
I had an issue with a purchase.
I had an issue with a purchase.
Once messaging Jemma, dealt with my issue and was incredibly helpful with all aspects of making sure everything was corrected for me.
Kept in contact with me from the start to finish.
Couldn’t praise her enough. Thank you so much for all your help!
24 July 2025
Unprompted review
Reply from Paul Smith
Good morning, Gemma!
Thank you for taking the time to share your feedback with us.
What lovely kind words! I will make sure that Jemma knows how much you appreciated her help.
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
Very slick service
Very slick service - my contact (Jemma) sorted the query immediately - top class!
29 August 2025
Unprompted review
Reply from Paul Smith
Good morning, Martin!
Thank you for taking the time to share your feedback with us.
What lovely kind words! I will make sure that Jemma knows how much you appreciated her help.
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
Excellent customer service from Paul…
Excellent customer service from Paul Smith. Answered and resolved my query on the same day. Can’t get this service elsewhere.
28 August 2025
Unprompted review
Reply from Paul Smith
Good morning, Bal!
Thank you for taking the time to share your feedback with us.
It’s great to hear that we were able to resolve your request so quickly!
If we can ever be of assistance again in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
Love it
Love it, high quality fabrics. I always buy their polo shirts and belts, i love the designs and the little colorful details they put on them. Nice collection and service.
14 July 2025
Unprompted review
Reply from Paul Smith
Good morning, Karlo!
Thank you for taking the time to share your feedback with us.
It’s great to hear that you're such a big fan of our products, we hope to see you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Great customer service and interaction…
Great customer service and interaction from the young lady( Evie From your Nottingham store) that attended to my needs, would recommend this branch, the staff member was an assist to the brand proving that the high street stores need to stay, you can't get that service online
25 August 2025
Unprompted review
Reply from Paul Smith
Good afternoon, Nick!
It’s great to hear you’ve had such a positive experience with your recent visit to our store! We look forward to seeing you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
My exchange on the shoes was easy and…
My exchange on the shoes was easy and fast - thank you
21 August 2025
Reply from Paul Smith
Good afternoon, Mr Penniall!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your shoes, we hope to see you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
Shopping at Paul Smith is always a…
Shopping at Paul Smith is always a pleasant experience and especially at my local branch - Canary Wharf where I find the staff to be friendly, helpful and extremely good at providing a high level of Customer Service. I love the quality of products available and have bought this brand for many years. Recenlt I bought a suit at my local branch and could not have felt better treated by the staff and the whole shopping experience was very high quality.
3 August 2025
Unprompted review
Reply from Paul Smith
Good afternoon, Dean!
It’s great to hear you’ve had such a positive experience with your suit and that the store looked after you throughout the process. We look forward to seeing you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
Outstanding customer service again
Outstanding customer service again. Friendly. Quick to respond super helpful with hunting down a beautiful jacket for a special occasion.
19 August 2025
Reply from Paul Smith
Good afternoon, Amanda!
Thank you for taking the time to share your feedback with us.
It’s great to hear that we were able to source your jacket for you and I hope that you were delighted with it when it arrived!
If we can ever be of assistance again in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
Long time customer of PS
Long time customer of PS. Love the design and quality of all his products, especially the luggage line, leather goods and men’s accessories. Great service on-line as usual. Speedy delivery and beautiful packaging. I used the (Harper) ‘try before you buy’ service which was exemplary.
29 July 2025
Unprompted review
Reply from Paul Smith
Good morning, John!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your orders, we hope to see you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
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