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
- #311 of 628 best companies in Clothing Shop
- #50 of 75 best companies in E-commerce service
- #190 of 286 best companies in Fashion accessories shop
- #22 of 39 best companies in Fashion designer
- #23 of 34 best companies in Formal menswear shop
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Amazing customer service
Amazing customer service. Joshua went out of his way to find a solution to my unusual request and took the time and effort to find an item that had been out of stock for more than 15 years because of an emotional connection I had to it. He really tried everything possible to make it happen, and it happened.
20 October 2025
Unprompted review
Reply from Paul Smith
Good morning, Raja!
Thank you for taking the time to share your feedback with us.
I'm pleased to hear that Joshua was able to help with your issue. I will pass on your compliments and make sure he knows that you appreciated his 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
I love Paul Smith clothing but the jumpers are not worth it.
I love Paul Smith clothing. But washing the jumpers is a nightmare. The labels says 30degrees. I washed at 20. And again - massive shrinkage in the arms. I’ve had to resort to fabric conditioner baths to try and stretch the arms back out. This is the 4th jumper that has done the same thing. sooooo frustrating! Why bother with the initial layout? Dry clean is maybe the only solution. But an expensive one! I’m not happy. Buyer beware!
18 October 2025
Unprompted review
Reply from Paul Smith
Good morning Thomas,
Thank you for taking the time to reach out to us.
I’m very sorry to hear that you have experienced issues with your jumpers. I haven't been able to find any correspondence with our team initially, so I have requested some further information to get in contact with you. Once I find your correspondence, I will ensure that everything has been done to try to find a resolution to this issue.
I look forward to hearing back from you and hopefully restoring your faith in our brand.
Kindest regards,
Paul Smith Customer Experience
I never had any problem with this…
I never had any problem with this service.
Very straight forward.
4 October 2025
Unprompted review
Reply from Paul Smith
Good morning, Samantha!
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
Good to check fit etc before sending…
Good to check fit etc before sending any money with the try before you buy option
15 October 2025
Unprompted review
Reply from Paul Smith
Good morning, Mr Morgan!
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
Communication and service sadly lacking
I've ordered from Paul Smith 3 times recently and not once have they delivered on time or communicated issues to me.
The product is relatively good, if made in China mostly, although sizes can be very odd.
The issue is that deliveries from the UK to Ireland are sent on a bulk pallet to France before being shipped on. Customs in France is always an issue that Paul Smith seem incapable of resolving or are happy with the delay.
My latest package should have been here last night but it is still in French customs. DHL the courier put the issue firmly in Paul Smiths court and are unwilling to assist.
Paul Smith need to treat European customers a lot better as the current situation is farcical and extremely frustrating.
Communication with Paul Smith customer services is a disaster.
Order reference is 1638250.
Courier: DHL Express
Tracking Number: JD014600012326980707
9 October 2025
Unprompted review
Reply from Paul Smith
Dear Kenny,
Thank you for taking the time to reach out to us.
I am sorry to hear that your experience with our deliveries have not been positive. Rest assured that we are in constant communication with our delivery partners and are always looking to improve any sticking points or frustrating delays.
I hope that if you choose to shop with us again that your experiences are much more streamlined and to the standard we expect.
Kindest regards,
Paul Smith Customer Experience
Awesome service matching the awesome…
Awesome service matching the awesome quality
7 October 2025
Unprompted review
Reply from Paul Smith
Good morning, Steve!
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
Excellent customer service
Excellent customer service. Issue I had was quickly resolved. This is one of the best customer services I have ever had, really had the customers interest at heart. Special thanks to Joshua for all your help. 5 Star Customer Service
2 October 2025
Reply from Paul Smith
Good morning, Nichola!
Thank you for taking the time to share your feedback with us.
I'm pleased to hear that Joshua was able to help with your issue. I will pass on your compliments and make sure he knows that you appreciated his 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
Above and beyond customer service from a great company
Daniel in customer service went above and beyond to help with my request. He helped me find the contact information for a store I purchased an item at, and even helped me track down the item in the warehouse to purchase again. I am so grateful I could order the item I was looking for, even though it was no longer in stores! Daniel stayed on top of my request and made it happen, and I appreciate that very much.
29 September 2025
Unprompted review
Reply from Paul Smith
Good morning, Lorianne!
Thank you for taking the time to share your feedback with us.
I'm pleased to hear that Daniel was able to help with your issue. I will pass on your compliments and make sure he knows that you appreciated his 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
Just had a great experience with…
Just had a great experience with Harpers via Paul Smith “Try before you buy” scheme. I wish all retailers offered this service 👏👍
17 September 2025
Unprompted review
Reply from Paul Smith
Good afternoon!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience shopping with us. 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.
Kindest regards,
Paul Smith Customer Experience
Paul Smith style, quality and value for money
For me, Paul Smith epitomises quality, style and authenticity. On top of that there is longevity— I have several items that I have had from PS for many years; more than I care to remember. They are still in fine condition, wearable having not dated one iota and, in my view anyway ,endlessly stylish. I actually have some trainers right now that I have had for several years that look near perfect but I have worn them endlessly. I keep waiting for them to wear out. It seems like a bit of magic.
29 September 2025
Unprompted review
Reply from Paul Smith
Good morning, Lindsay!
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 continuing to supply you with a little dash of magic!
If there is ever anything we can help with directly, please don’t hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Paul Smith - know how to engage with customers !
Shopped at the York Store at the Designer Outlet yesterday. I had a great experience with Amy Farr at Paul Smith. She was really helpful, went above and beyond to help me find the item I was seeking to purchase, and made the whole purchase really easy.
Very Professional and nothing was too much trouble, and she made sure I left happy with what I bought. Thanks, Amy excellent customer service.
28 September 2025
Unprompted review
Reply from Paul Smith
Good morning, Sooty!
I'm delighted to hear that you had such a positive experience in our store! We look forward to seeing you again on your next visit!
I will pass on your kind words to Amy. 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
Nice products, bad website and service
Nice designs, bad service. The website is clunky and doesn't work properly on phones. Impossible to get to checkout, at least on Chrome on Android. Products were suddenly unavailable and refunds slow to process. And their solution? Rather than ask me what to do automatically refund part of the order and send the rest. Even though I will now have to order and pay again for shipping for an alternative, and the order without half of it is useless.
25 September 2025
Unprompted review
Reply from Paul Smith
Good morning Sarah,
Thank you for taking the time to reach out to us.
I’m very sorry to hear about your recent order experience. I haven't been able to find any correspondence with our team initially, so I have requested some further information to get in contact with you. Once I find your correspondence, I will ensure that everything has been done to try to find a resolution to this issue.
I look forward to hearing back from you and hopefully restoring your faith in our brand.
Kindest regards,
Paul Smith Customer Experience
I made a complaint about a product…
I made a complaint about a product which was dealt with very quickly and very professionally by Jemma, who was amazing throughout the whole process. Excellent customer service and a great outcome.
16 September 2025
Unprompted review
Reply from Paul Smith
Good morning, Paul!
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
Daniel from online customer service was…
Daniel from online customer service was awesome! He helped me with a tricky exchange and even set me straight on the sizes..
Very happy customer
⭐️⭐️⭐️⭐️⭐️
17 September 2025
Unprompted review
Reply from Paul Smith
Good morning, Gary!
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 exchange and that Daniel was a great help in making this happen. 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
Fantastic service makes a difference.
Fantastic service by Daniel in an age where customer service is non existence.
These are the little reasons we pay that little bit more for quality items and a wonderful customer service.
10 September 2025
Unprompted review
Reply from Paul Smith
Good morning, Simon!
Thank you for taking the time to share your feedback with us.
I'm pleased to hear that Daniel was able to help with your issue. I will pass on your compliments and make sure he knows that you appreciated his 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
I had a great experience at the store…Paul smith Copenhagen airport
I had a great experience at the store in Copenhagen airport, i had a issue with my belt that i had for a few years, since i did not have any prof of buying it there(which i did), they still offered excellent customers service on a sunday evening. I hoped to get help, went out there happy about some brands still believe that giving extraordinary service, keeps customers coming back, and more important actually tells other to due so
14 September 2025
Unprompted review
Reply from Paul Smith
Good morning, Ebbe!
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.
Kindest regards,
Paul Smith Customer Experience
Try Before You Buy
Try before you buy is a great idea and is easy to use. Great product also as always
5 September 2025
Unprompted review
Reply from Paul Smith
Good morning, James!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience shopping with us. 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.
Kindest regards,
Paul Smith Customer Experience
Joshua rocks 🤘🏻
I had to exchange a shirt. Joshua at customer service was extremely helpful, personable and patient during the process. Thanks!
9 September 2025
Reply from Paul Smith
Good afternoon, Ian!
Thank you for taking the time to share your feedback with us.
I'm pleased to hear that Joshua was able to help with your issue. I will pass on your compliments and make sure he knows that you appreciated his 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
T-shirt was a 3xl but still not big…
T-shirt was a 3xl but still not big enough in length. More like an XL or 2 x XL. It rode up and showed my big belly so will probably have to either sell it or donate to charity as i missed the tight 7 day deadline to return as so busy in and out of work
12 September 2025
Unprompted review
Reply from Paul Smith
Good afternoon, Simon
Thank you for taking the time to share your feedback with us.
I am sorry to hear that you are having issues with the sizing of your t-shirt. If you could please reach out to us at customerservices@paulsmith.com then our Customer Experience team will look into what we can do to help.
Kindest regards,
Paul Smith Customer Experience
Excellent service for beautiful fashion
Satisfied customer! I love the designer, but a wallet I bought started coming apart too soon in its life. Great customer service response The representative communicated quickly, clearly, and amiably, and they collaborated with my local shop, and a replacement is in the mail.
10 September 2025
Unprompted review
Reply from Paul Smith
Good morning, Heather!
Thank you for taking the time to share your feedback with us.
I'm sorry to hear that there was an issue with your wallet, although I'm delighted to hear that we were able to help resolve this quickly for you. I very much hope that the replacement serves you well!
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
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