Soeur Reviews 

My order was not delivered to me. As the recipient I am unable to start an investigation with the delivery service into the matter. Only Soeur is able to do so.

Soeur states they have started an inquiry but my local delivery service claims no inquiry has taken place.

As such I am unable to find out what happened to my 700 euro order, but soeur still expects me to pay for it. Shockingly bad service. Will never order here again.

I needed to return a very expensive leather jacket. I’m in the U.S. This company has made it so difficult to deal with a simple procedure. It took forever to get my return slip and e-commerce invoice emailed to me. I followed the easy instructions and mailed the package back. My tracking info showed the jacket made it to the location but was refused. It’s now in Chicago in the States obviously on its way back to me. No reason. They do not respond to emails as well. It seems they’re ignoring me at this point. I even resorted to contacting them on Instagram to no avail. This jacket is very expensive and too large. I am going to try sending it back again. If this doesn’t work I may be contacting my credit card company. I’ve never dealt with a customer service for a company such as this before. No help at all. Terrible

I am still trying to get a refund for a parcel that wasn't delivered to my address. They asked me to send a handwritten letter and a copy of my ID which I did but the money hasn't been refunded yet. I have been waiting for it for more than 1 month now. It's unacceptable and they don't answer emails.
Please do not buy from this company.

Unacceptable Delays and Poor Customer Service

I’m currently dealing with an unresolved issue with Soeur, and the experience has been frustrating. My order was dispatched 8 days after I placed it, and to make matters worse, they used the wrong postal code, resulting in the package being undeliverable.

Despite this being their mistake, customer service informed me that the parcel would take 2-3 weeks to be returned to them, and they still haven’t confirmed if they will resend it or not. The lack of urgency and responsibility in fixing this issue is unacceptable. I’ve had to chase them for updates, and so far, the communication has been poor.

I’m still waiting for a resolution, but this experience has been far below what I expected, given that the delays and errors are on their side.

Update:
I contacted post office by myself as a customer, the post office staff told me that they wrote wrong post number but they still can change it from their end if they contact the post office, but it seems that SOEUR is not taking any action.

First of all, Soeur speaks with her products, the high quality material used, very detailed and refined sewing quality. Then it is her service, delivery is very fast. one of the items I ordered was unexpectedly too big, my own mistake as it did mention on the website that it was loose fit, I asked to return but it was way pasted 14 days return period, under my special circumstance in which I just got back from a long holiday, Soeur agreed to make an exception to return the shirt, which I am very grateful. Thank you Soeur :-)

They were slow to respond, unhelpful over email. They offer no help or solution whatsoever, and they use far too many synthetic materials to charge the price they do.

Nice products, overall good quality. Sizing sometimes a bit off, in particular shoes (too big). I did receive one pair of pants completely wrinkled as if they had been squished in the back of someone's closet for a while but not the end of the world
I have to downgrade for the archaic, confusing and genuinely unfair return practices. 14 days is not a lot of time for someone like me who travels a lot for work and lives in a country where everything closes at 3pm and not even open at the weekend rendering it rather difficult to get to the post office. It's also much less than the standard time offered by similar brands.
The return procedure is also confusing if you're not in France/Belgium. The auto generation doesn't work implying you have to contact them directly to get the instructions and eat into those 14 days.
Honestly I wouldn't order online from them again. Perhaps in a shop when I find myself in Paris.

I have bought the Vincenzo jacket twice. And both times I’ve been charged £630 and then notified days later that it’s not available and a refund has been issued which takes a few days to reach my account. You should not be listing items on your website which are not available, let alone charging customer for them. Customer services were not at all helpful and showed no willing to get me the item I HAD PAID FOR instead of a refund. I don’t want a refund, I want the company to send me the item I’ve paid for (twice).
My order numbers are WEBUK8816 And WEBUK8858.

I had a problem with the delivery of the parcel and they were always very helpful and finding a quick solution.

Beware of ordering online with Soeur. If you return items it will take a very long time to get your money back. I ordered very expensive boots which just didn't fit, so I returned them the same day according to the instructions given. Nothing happened, so I contacted Soeur. They asked for proof of posting, which I provided. The boots arrived back with them on 7th August and it's now 20th August, and I still haven't been refunded.

2 items that didn't fit were returned and I am still waiting for a refund over a month later with no response from customer services.

Bought a rather expensive Bonnet that was supposed to be delivered with a dust bag. Dust bag was missing: Customer client simply stated that it was no longer available, return was supposed to be 5€.
Very disappointing.

DHL deliver the package to the wrong home. The DHL driver came to my house and apologized. He stated he tried to retrieve the package from where he had left it, but was unsuccessful. I informed Soeur and they decided I’m a liar. Weeks later despite testimony from DHL they need to complete their Miss Marple investigation at the speed of a tortoise before they will refund me the money I am due. This company is shady and they will cheat you. The customer service is wretched and rude. DONT SHOP HERE IF YOU VALUE INTEGRITY AND SERVICE.

Horrible client service and online experience, I bought a shirt and only after more than 24 I received an email saying the item is not available anymore and an automatic refund. Funny thing because the day before when I bought it online was still available and I made the purchase.

I bought a rather expensive bag on Soeur, a day later I was told it wasn’t in stock and I would be refunded, 5 days and I’m still waiting, customer service just told me it was my bank’s responsibility. Rang my bank, they said it’s up to Soeur to process the refund, I am annoyed that this site advertises items for sale that aren’t in stock. Take your money and now I don’t even know if I’ll get my refund. No help whatsoever, first and last time using Soeur, very poor customer service and selling items that aren’t even available, I feel scammed !

I am a Soeur client since many years,
I love the products.
Honestly the return procedure is not so easy and I don’t like the fact that there is not a customer service telephone support.
Besides this it has been an average experience .
Was expecting something better from this brand

Terrible Customer Service.
My return was delivered to Soeur on 15th April, and despite chasing several times, I am still awaiting a refund.
My order number is: WEBUK6252.
Please can you process my refund.

Quality of one item was very poor, stitching was showing and not put together with attention to detail. All correspondence was in French and returns are responsibility of buyer. Poor customer service.

Terrible customer service. It was my first and last purchase. No communication regarding my order/possible return and missing item within the package. What is more, very negative experience reg. return policy. It's a pity they invest so much in influencers and not into customer experience! very dissapointed

I had a great experience at the 88 Rue Bonaparte store location. So there’s no doubt in my mind that ordering online (french website) will also be a breeze.

I ordered a bag from Soeur from the French site, not the UK site. Everything went smoothly. I ordered on 11/09 and received the item on 11/13. Shipped from France to the US. I was updated on the status of my order and I was able to track the activity. The item was well packed. The product is beautiful. I highly recommend!

I am not sure why there are so many bad reviews. Perhaps they’re for another vendor with the same name or the Soeur UK online store just has poor customer service?