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 626 best companies in Clothing Shop
- #50 of 75 best companies in E-commerce service
- #189 of 285 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
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Always great service
Always great service - especially now they use Harper
19 August 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.
Kind regards,
Paul Smith Customer Experience
Clothing: 5 Service: (negative) 4
If the review just considered the clothing - it would get a “5-star” rating from me. BUT - the service and attitude in your SOHO store is so consistently atrocious, that I feel compelled to deduct 4 stars. The three gentlemen working there couldn't be more inattentive and downright rude. If was as if they were paying me to shop there. The only reason I shop at Paul Smith is the look and quality of your line. Otherwise, I have to hold my nose when I enter that particular store. I’d humbly suggest you restock your workers there.
(See reply below). That is exactly why there are dozens of reviews with this same complaint about service in your Soho location FOR YEARS. Trite, form-letter responses like the one below. Thanks for (not) trying.
16 August 2025
Unprompted review
Reply from Paul Smith
Dear Richard,
Thank you for taking the time to reach out to us.
I am sorry to hear that your experiences in our store are not consistent with the service that we pride ourselves on. I have requested your email address so that I can reach out to you directly and put you in touch with our store manager. Hopefully, this will allow us to rectify this issue and restore your confidence in our brand and service.
I hope to hear back from you soon.
Kindest regards,
Paul Smith Customer Experience
Online customer service beats the in store sales team.
After trying and failing to get a resolution with the original in-store sales team, I contacted online customer service and Joshua resolved the issue immediately and graciously.
12 August 2025
Unprompted review
Reply from Paul Smith
Good morning, Dan!
Thank you for taking the time to share your feedback with us.
I'm pleased to hear that Joshua was able to help fix your issue! I will pass on your kind words.
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
Following a post not even 24 hours ago about poor service received following the return of faulty goods, I am making a complete u-turn and cannot thank Digital Clientelling Executive, Joshua, enough for his intervention and assistance in resolving my issue and arranging for a new pair of shoes to be couriered to me.
A true credit to the Paul Smith team - thank you.
12 August 2025
Unprompted review
Reply from Paul Smith
Good morning, Tony!
Thank you for taking the time to share your feedback with us.
What lovely kind words! I am sorry to hear that you had an issue with your shoes but I'm glad that we were able to resolve it. I will make sure that Josh knows how much you appreciated his 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
Service that shined!
I am a long time and regular customer and had a problem with a laptop bag I bought. It’s when things go wrong that a brand is really tested. Everything was solved quickly, professionally and in a personal way by Jemma - thank you. It was such a pleasure not to deal with a faceless customer service team, but with the same named person throughout.
10 August 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 fix your bag! I will pass on your kind words.
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
Great customer service. Cannot fault at all. Repaired damaged bag free of charge with no quibbles. Highly recommend.
5 August 2025
Reply from Paul Smith
Good morning, Simone!
I am delighted to hear that we were able to help fix your bag, and I hope you are delighted by the result.
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
Always a pleasure purchasing from PS
Always a pleasure purchasing from PS. Great service to match their style. Relationships not robots. Thank you to Robbie for your personal assistance. I do not hesitate to recommend Paul Smith for a fantastic service from start to finish!
8 August 2025
Unprompted review
Reply from Paul Smith
Good afternoon, Barrie!
Thank you for taking the time to share your feedback with us.
What lovely kind words! I will make sure that Robbie knows how much 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
Fantastic
Fantastic, flexible, helpful and professional customer service - by a Customer Exec called Jemma!
7 August 2025
Unprompted review
Reply from Paul Smith
Good morning, Dom!
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
Joshua saved me from the bots!
I was dreading having to go around in circles with automated customer service bots and wasting my life away trying to use my many gift vouchers to buy a pair of boots that were on sale. I live in Wales, I shop in a specific Paul Smith shop when in London, my gift vouchers are physical where payments are digital and computers can't cope! Thanks heavens for a real, bright and 'can do' genuinely sincere human being (without being false - like customer services people can be and without being limited by "computer says...") who simply worked things out within their systems and has my boots in the mail to me today.
I love my bursting wardrobe of (mainly retro) Paul Smith shirts, a couple of new suits, etc.
Thanks Joshua!! (Digital Clientelling Executive)
...and thanks Paul Smith for dressing me well enough to have an edge on screen, stage and places to show off - with dignity!
7 August 2025
Unprompted review
Reply from Paul Smith
Good morning, Kenny!
Thank you for taking the time to share your feedback with us.
What lovely kind words! I'm delighted to hear that Joshua was able to make this process as smooth as possible and that you can continue to proudly flaunt your Paul Smith collection! I will make sure that Joshua knows how much 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
Brilliant product and customer service. Highly recommend Paul Smith
The customer service we received from Paul Smith has been exceptional. We purchased a Paul Smith Umbrella a year ago and absolutely love it. I was devastated when we recently lost the umbrella cover. I emailed the company for a replacement, they contacted me within a few days and were able to source the cover and send it to Australia. The quality of the product and the professional and outstanding customer service will make us a repeat customer. Thank you for your assistance Joshua. It’s greatly appreciated.
28 July 2025
Reply from Paul Smith
Good afternoon, Tina!
Thank you for taking the time to share your feedback with us.
What lovely kind words! I will make sure that Joshua knows how much you appreciated his 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
Styles are nice but sizing is varied. Poor service now.
Styles are nice but sizing is varied. The biggest issue is the dive in customer service. Used to be brilliant but now it is very hit and miss. Canary Wharf is a good example, they’ve got new staff recently who ignore you while they’re serving you chatting to each other in their own language like your’re invisible. They didn’t even look at me today when they handed me the bag, just carried on their conversation like I didn’t exist, and didn’t bother to say bye let along thanks! Floral Street is superb, so is Mayfair. Avoid Canary Wharf until they sort that nonsense out I guess, and go to the other stores for the professional experience. Online deliveries are good and usually next day, returns are free too.
With the drop in customer service not matching their history or pricing they may end up going the way of Ted Baker sadly because I can’t see people putting up with being ignored at the till when spending big bucks on clothes. They’ve lost my custom today since after my experience I returned the items, it just shows the damage poor service can do when people are buying things that are nice to have.
They also have a sale shop that not many people know about. The service is great although the shop is small and crowded. Worth a look!
1 July 2025
Unprompted review
Reply from Paul Smith
Good morning,
Thank you for taking the time to reach out to us.
I’m very 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 Canary Wharf store who is going to look into this and make sure that customers always feel welcomed and attended to.
I am very pleased to hear that this is an isolated incident and that you have had a pleasant time at many of our other stores and online as well! I very much hope that this incident is just a blip and that you can enjoy the high-quality of service that we pride ourselves on in future visits.
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
Really pleased with the service
Really pleased with the service I received, quick delivery with free delivery for any returns. Great to be able to try the clothes without having to pay and then wait for a refund if you change your mind or it doesn’t fit. Would use this service again
20 July 2025
Unprompted review
Reply from Paul Smith
Good morning, Alan!
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.
Kind regards,
Paul Smith Customer Experience
Special Birthday Surprise
Unfortunately you had sold out of the the pen my parents wanted to buy me for my birthday.
Jemma in the customer services team helped my dad with a very special and personal birthday gift with a handwritten birthday card from Paul Smith.
Thank you for your help and thoughtful gift
Regards
Paul Smith
11 May 2025
Unprompted review
Reply from Paul Smith
Good morning Paul,
Thank you for taking the time to share this with us!
I am so glad that we were able to help turn what could have been a disappointment into a very special gift! I will be sure to pass on your thanks to Jemma for making this happen.
Please don't hesitate to reach out to us if there is anything else we can help with!
Kind regards,
Paul Smith Customer Experience
I like the service
I like the service, it means you can try on some extra sizes without loading up your credit card. If you order from a supplier such asPaul Smith regularly you sort of know what size and cut will fit within reason.
It gives you some extra margin to make sure you get exactly the right fit though.
In an ideal world, I would rather go to the shop.
29 July 2025
Unprompted review
Reply from Paul Smith
Good morning, Martin!
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.
Kind regards,
Paul Smith Customer Experience
The service provided by Paul Smith is…
The service provided by Paul Smith is always second to none,
Lis Ingerslev
23 July 2025
Unprompted review
Reply from Paul Smith
Good morning, Lis!
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.
Kind regards,
Paul Smith Customer Experience
BIG thank you to Jamie
I had an issue with a pair of jeans I bought from Paul Smith. They turned out to be faulty. I got in touch with customer service. Jamie picked up my case on live chat. He was honestly just brilliant to deal with and went out of his way to help resolve the matter. I couldn't have asked for a better experience. Such a sound guy and a pro at his job. Well done Paul Smith and big thank you to Jamie.
25 July 2025
Unprompted review
Reply from Paul Smith
Good afternoon, Dave!
Thank you for taking the time to share your feedback with us.
What lovely kind words! I am sorry to hear that you had an issue with your jeans but I'm glad that we were able to resolve it. I will make sure that Jamie knows how much you appreciated his 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
So pleased my t shirts didn't shrink
My worry was would my t shirts shrink after the first wash as so many do even from major brands. I was really pleased to say they didn't. No problems with any part of the customer experience.
4 July 2025
Unprompted review
Reply from Paul Smith
Good afternoon, Andrew!
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 T-shirts, 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
Perfect present
Super quick delivery and excellent packaging and presentation. The T shirt I ordered was a perfect present.
I will definitely order from Paul Smith again
12 June 2025
Unprompted review
Reply from Paul Smith
Good morning, Linda!
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 order. I hope the T-shirt is a well-received present!
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
Bought a Paul Smith suit to travel in…
Bought a Paul Smith suit to travel in from the Nottingham store, great service, had it measured and fitted/tailored, with a great result. The suit is perfect for long days travelling for work and looks sharp coupled with a shirt or T-shirt. The notts shops is cool with a great vibe and staff.
7 June 2025
Unprompted review
Reply from Paul Smith
Good morning, Mike!
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 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
Paul Smith try before you buy
I like Paul Smith T Shirts, Polo's, sweats and hoodies and using the try before you buy set up is a great way to assess any items i'm considering purchasing. It's a very easy process and there are good comms on how it all works.
25 July 2025
Unprompted review
Reply from Paul Smith
Good morning!
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 recent order, 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
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