Paul Smith Reviews 440

customer service was swift and impressive

Jemma in Customer Service was fantastic from start to finish.

We utilised their Try Before You Buy service and found it to be brilliant! You choose what you want online and a concierge service brings the items you have selected for you to try in the comfort of your own home. The whole experience was very seamless and it was especially useful to be able to order several sizes/styles to try at home and only pay for the ones you are keeping without troublesome return.

Jemma was the perfect mix of fair, competent, and nice...a rare combination in this day and age and much appreciated by me.

I ordered six items on the 1st December and these were supposed to be delivered later that week. I received one of the items last week although it had been mentioned in an e-mail that all six items would not be delivered together. After hearing nothing else I contacted Paul Smith yesterday and was advised that the remaining items were being despatched yesterday and would be delivered today. To my dismay when I received the items there were only three of the remaining five items in the package. I again had to waste my time and my effort speaking to a lady on the phone who could not immediately advise what was happening. I have now received an e-mail advising that the items I had ordered were actually out of stock and I would not be receiving them. My question is had I not chased them when was I going to be advised that there was an issue with out of stock items or when I would receive the three items that were delivered today. This is not the first time this has happened and after ordering quite a large number of items over the past couple of years I do not expect I will use them any more. I had deliberated about whether to purchase these items from Paul Smith or some other items from Hugo Boss and I only wish now I had gone for the latter. The lady I spoke to was Freya and my criticism is not towards her personally as she was polite and courteous and got back to me within the hour as she had promised to do. I would just have hope that a supposed premium and esteemed business like Paul Smith would have had more accurate stock control systems so as not to disappoint customers. Given as I mention this is not the first time this has happened I will take my business elsewhere.

My partner ordered some shoes from Paul Smith and decided to try out this Harper service, scheduling it for the weekend. He was honestly so excited about it and kept telling me about it for the coming week.

The day before they were scheduled to arrive, he got an email saying they were due to arrive so it seemed everything was on track.

Then Saturday came. Nothing came through. No shoes, no person at the door, no email, no text. Just complete silence. It was incredibly disappointing. He emailed them asking what had happened but we had to wait till after the weekend to hear from them.

Apparently their system flagged up a fraud alert and now he has been completely banned from using it forever with no way to resolve it or prove his legitimacy.

The lack of communication on this was appalling, they could have sent us the cancellation before we stayed in doors the whole weekend waiting for these people to arrive.

And now they've decided to lose a genuine customer who was very likely to purchase from them. On top of that, due to their messing about, the shoes he wanted are no longer available at all.

My partner tried to talk to Paul Smith about it but they said it was nothing to do with them and he should talk to Harper about it. If it's nothing to do with them, then they shouldn't offer services of dubious quality. Because they offered this service, it has prevented my partner from being able to buy the shoes he wanted so yes, it is to do with them.

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Update: After raising this review Paul Smith contacted me to see if they could rectify the situation if we didn't manage to sort out anything with Harper. We did end up sorting things out with Harper in the end but I still appreciated the potential offer. There was also a complication where a gift card had somehow been counted as being used by the order that got cancelled when it hadn't been used for which I emailed customer service about and they quickly sorted that out for me

Service received was outstanding. Very professional and unbelievably helpful.
Best customer service I’ve had from a retailer

I order from Paul smith every year for my partner, the quality is amazing the delivery is always fast and reliable and the customer service and delivery updates are brilliant.
At such a busy time paul smith still goes above and beyond to make sure your goods are sent promptly and in fabulous condition thank you very much

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 being store manager and his staff reflect his leadership.
I would not shop elsewhere.

Just bought a t-shirt and a pair of socks for Xmas present, 1st time bought anything than socks and underwear.
I hope the t-shirt is ok, because what came was an short (inch and half shorter than a standard t-shirt) and narrow shouldered, but with a wide middle. The material is very thin too, can't see it lasting long at all. I am not blown away with the quality of the clothing, and for 75 quid for a t-shirt I should've been. Oh well, hope it fits and the recipient likes it. Delivery good, especially the option of delivery company, came next day. Order ref: #1688004

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 sure if it could be repaired. Joshua arranged postage straight away and then went above and beyond in my opinion to get the repair complete. Really can't thank him enough and the people who worked on it as they all done an amazing job🙌

Such an amazing service provided by Jemma
Thank you so much

Great customer service

Still a great company to deal with. Good that you can select your preference of courier. Previously commented that I like the fit of the now chinese supplied T shirts, however quality is not there with them. Very thin and can see through the material If Its held up to light, also had a previous Issue with stitching Imperfections that was resolved

Daniel was absolutely fantastic.
Helped me with a damaged bag that I have had for maybe 18 months.
He is replacing it for me.
I was so surprised that this was offered after such a long time.
Was a very touching gesture.

Jemma in Customer Experience was outstanding in arranging a replacement part for my treasured purse. Jemma gave me regular updates so I knew what was happening at all times.
After having unsuccessfully sought a repair locally I was resigned to the fact that I would no longer be able to use my purse. A last ditch attempt was an email to Paul Smith. I was very surprised and over the moon when they said they could repair it for me.
Top marks for customer service and looking after loyal customers Jemma and Paul Smith.

I purchased a Paul Smith shirt at a retailer and paid $225 in the early spring and finally wore it this fall and after the second and third wear the fabric around the button holes started to come apart and made it impossible to button. Random frays happening and button threading coming apart. I emailed company with my issue with proof of purchase and photos and they told me to contact the retailer. I figured they would stand behind their products.

Great brand and service both online and in store. The people make shopping what it should be.

Fantastic customer service!
I wanted a replacement for a top I bought last year, that I had recently lost. I couldn't find one for sale anywhere on the Internet. On the off chance, I asked whether Paul Smith had one lying around.
Jemma responded; she not only found one for me, in the right size, but let me have it at the sale price I had originally paid for it.
All her messages were lovely I and couldn't for more in terms of customer services.
Thanks Jemma!