Smythson Reviews 79

I have made several orders in recent times and both times items arrived damaged, not due to posting but due to poor manufacturing process it would seem. I would have thought that a brand like Smythson would have a better quality control process and not ship out items that are defective. Upon contacting Smythson the response was not great and they refused to honor a replacement item as they said they had no more "sale" items in stock. Had to go with a refund and look elsewhere (plenty of options) to spend my money.

My go to for personalised presents. Many thanks to Jack on their team for taking care of a tricky order.

Dear Trustpilot Readers,

Sadly, I need to write this review. I was in Bicester Village for a day out and had to visit Smythson (it made a nice change from working in Central London and meeting clients).

As a business woman notebooks, journals and yearly diaries are essential for me and I was a loyal customer till today.

I received extremely poor service, it wasn't best of British but 3rd class, market style. I can't believe I am saying this but it was discrimination at its best. I was treated well, odd, and I felt uneasy, like I was a criminal and the only lady there was on her phone as I waited to pay, yes, she didn't stop as she fiddled with her mobile! And funnily enough, I'm paying 75% of her wages for the day with just that one purchase.

So I went in all excited, good morning and mentioned, "please thank Jackie for her help" on Whatsapp BV Smythson enquiries. The lady was died in the eyes, like I was inconveniencing her.

I felt uneasy throughout as I was being watched and not in a helpful/good way. I went through the books figuring out which size I wanted, colour and honestly I was uncomfortable.

I wanted to get out quick, I grabbed one item I wanted, she was on the phone, right in front of me as I was waiting, and it wasn't a quick phone accidental look but took her time! Again, as I was troubling her.

With my croc leather purse in hand, I asked to pay in cash and counted my notes, twice in front of her, and she was welcome to check too, count 20's, totally £120 notebook yet she counted three times, not discreet as if the money wasn't real and again took her time. It's ok if your struggle counting, maybe she needs time no problem, but it was the way it was done, it wasn't alot of money and really the whole experience off, to be polite. As I said not discreet, flippant manner and the whole line of events... It gets stranger...

After counting my money, she then said, I have to 'check with my college'. No-one in the back, pops out in no-time. No worries, you need to check cash but, again, it wasn't discreet, and as if I was conning her. She meant, I need to go to the back to check all your cash isn't fake. There's a better way of doing that, well-mannered way, and I could see right through her.

I didn't get this strange service Smthyson or other luxury establishments.

Honestly, I didn't think anything of this whole experience at the time but... I remembered when I was browsing notebooks, as I wanted several, a lady came in, 1 minute, quick in and out, "I'd like to purchase a card" and she helped the customer, no mobile, responsive, quick and different service. She looked more like her! Atleast when she was helping the lady who looked like her, I got 1 min browsing peace.

It's strange as she only picked up her mobile at the till, when it was me and her not the other customer. So I approach till, a few seconds after the card buying lady, and standing waiting to pay.

I thought maybe I'm imagining it as I drove home, but no, discrimination!

I'm a young multi-award-winning British Asian business woman in the tech space and I have never experienced anything like this, and it's not acceptable in any store. I will be sure to share this experience in my workshops, and when training my clients, big brands on how not to deliver luxury service.

I was a loyal customer, yet not anymore. Especially in a day and age where diversity and inclusion is important, and client/customer service is key, Smythson served me discriminate. Furthermore, the Smythson shops are usually empty, be nice you got customer. I looked chic in my white blouse, leather jacket and trainers, my day off don't judge and be rude 🤦‍♀️

As I left I thought maybe she's having a bad day, she doesn't get paid enough to smile. So I smiled and said I get through journals very quick, so I'll be back soon, she just replied, can I have first part of postcode, as if she didn't care & trying to rush me out. Different to the lady before me, full postcode, listened, patient & typed.

Some simple manners, it isn't difficult to be polite. Maybe, try thank you or if you need anything let me know, at any point she could have said thank you, not acting like she didn't want to serve me.

Aspinal of London branches in London were better, high end service in Royal Exchange and near Regent St, professional, polite and extremely helpful. Also they leave you to browse too, but more inclusive and don't judge like Smythson.

I'm spending good money, I've travelled far, I expect decent service and I'm not asking for much.

If staff are trained not to communicate with buyers, it defeats the purpose of the store, keep it online only.

Maybe she was well unhappy years in retail, maybe seeing a young lady purchasing Smythson she felt threatened, I'm not sure, but something was off.

Bottom line, I'm disgusted with Smythson for hiring people who obviously discriminate.

I bought a leather pocket diary to replace my previous ( also Smythson ) which had started to wear after approx 15 years so not unhappy . My new one detached from the wallet having had it approx two years . I took to Smythson store where I bought it and they suggest contacting customer services who may be able to replace as it’s current stock or repair . After a long wait customer services finally informed me that I can have it repaired in Italy for £60 plus my postage costs. I think this is really poor, a diary costing £200 should last longer than a couple of years - will be replacing but not with another Smythson product . Customer service appalling .

Chihiro of Smythson - Bicester Village is the definition of customer service.
Browsed their items through their WhatsApp catalogue and found the Business bag I wanted. Sent a text to check of its availability and the lovely Chihiro responded back to me in the morning, confirmed that they have it and she’s going to put it away for me. Arrived almost 6pm due to train delays from London. When I got to the store, I asked one of the staff about the business bag and she said that they don’t have it. Thankfully, I have Chihiro’s message so the lady went to the back stores and took out the bag for me. It was so gorgeous, both in pictures and in reality. I met Chihiro and she served me, checking if I needed any help, she was just so attentive without being annoying (if you know what I mean) Thank you very much Chihiro.. You’re my Smythson hero!

Absolutely recommend Smythson in Bicester village not only because of their superior quality leather goods but also for the really good value outlet price.

We visited the New Bond Street store for wedding stationery, it took a few months to decided what we wanted and perhaps the experience would have been better if we had a single person of contact.
So that did slow things down a little but was not a major inconvenience.

Their returns policy states that they will try to refund within 28 days. - 'Once your return is received by our Customer Service team, we will aim to process it within 28 days.' This isn't within the law in the UK and all returns should be processed within 14 days. So at the present time Smythson are operating outside of the law.

Ridiculous customer service from this company. Bought from their shops for years and didn't have any major problems with them. In fact, I've always praised their goods with my friends. First time ordering online and the customer service response is just appalling and extremely unhelpful. The woman kept sending and "replying" to my inquiries with a dreadful, automated message for A WHOLE WEEK, without trying to actually provide any help / solve any problems. Extremely frustrating. I'm so so disappointed with the level of their service. I don't recommend this company nor will I ever buy from them again anymore.

This is the third time i have received a delivery via DHL from Smythsons. All three packages contained presents from friends but Smythson’s never include a gift card or any information who the sender is? They do put a card in thanking ‘me’ for my business. Worse still, if you contact them with the order number they refuse to tell you who the sender is due to ‘Data protection’ REALLY? Somehow I don’t think they have read the full terms of the DP Act. So buyer beware. If you are thinking about sending a friend a gift from Smythson’s DONT. Appalling service from a supposed high end luxury company.

Just ordered a sale item for mothers day- super smooth and secure delivery via DHL, excellent selection, great website and found a beautiful, toffee/salmon pink /beige colored notebook I love. thank you smythson

This is the first time that I have ordered from Smythson's website and you really couldn't fault the service nor the ladies in Customer Services.
I order a large Panama moon purse in the sale on Friday and have had it delivered to me by DHL the following Tuesday.
Really can't fault this company's service and will definitely be ordering again. Thank you Smythson.

I would like to express how dissatisfied with the level of your client service I am. First, within 10 days since I have placed my order, I haven't received any information from you regarding the shipment and that due to the requirements of the shipping company (DHL) it was cancelled and sent back to you. Also I was not provided with any explanation on what has happened and that the reimbursement will be made by your company.
Second, after I sent you an email in course of today with my questions about the reimbursement - during the whole day I haven't received a response from you, but I have received the reimbursement in the amount of 95GPB. Though I have paid 115GBP. The question is why you haven't reimbursed me the full amount, that I have paid. Why you do not provide the explanations to the clients and the apologies. And why you unilaterally decide, that the client, who hasn't received the ordered and paid item in time shall also pay for the unsuccessful delivery, arranged by you without a prior check with your subcontractor on whether such item might be delivered to your customers in Russia.

This is an outrageous experience and I could never expect it from your brand.

And I still haven’t received any response from Smythson

The website and checkout process is an absolute joy. There is a smoothness to it which makes for excellent browsing and does well for the brand. They have lovely Christmas cards that stand out from the rest and arrived at the top of Google. The only thing I would mention is that I couldn't see the extra value in the more expensive cards; perhaps they need a more detailed description.

Mara small moon compact wallet. I love Smythson leather and I have just had delivered the Mara Small Moon compact purse. This small purse is amazing if you are looking for a purse for any size bag this purse is perfect. I got all my cards some notes and some Change in and there is still plenty of room. Also Customer Service at Smythson takes a lot of beating. If you are looking for something last look no further than Smythson.

Beautiful stationery and fantastic service with prompt delivery. During this present pandemic I decided to purchase some high quality stationery and was delighted to happen upon their website with a 20% percent off discount and free delivery. A few weeks later I received an email to say that the sale was on and I ordered some further stationery and correspondence cards. All the items were beautiful and it is lovely and decedent to use this beautiful paper, cards and envelopes. Just one quibble. During the sale note books were on sale at 50% percent off and I bought a “smile” wafer notebook. The quality is beautiful but the size is minute and I am not sure what I will or can use it for. It cost £14 in the sale but that is just an exorbitant price to pay for such a small item with no use for it. I cannot believe it would have normally cost £28.00. It is my own fault as I did not check the measurements before I purchased. Still delighted with the rest of my items. Have enough stationery to do me for some time but I would not hesitate at giving them another order when the next sale is on. Will take a miss on the note books though.

Pretty unhappy customer. Had my hold-all for 12 months, used half a dozen times, and the stitching on the leather handle has come undone already.
So now it’s being repaired - fortunately at no cost because luckily took a photo to prove was 12 months to the day - but it means I’m without my bag for the next 3 months!!
I didn’t expect it to last only 12 months and then didn’t expect to be without it for 3 months.
The quality is nowhere near what I expected - they’re not cheap products.
I’d rather have my money back, though that wasn’t offered. If it falls apart again I will certainly be looking for my money back so I can buy a higher quality hold-all with lifelong customer service from LV.

Update: finally picked up my bag after lockdown. The repair is Really messy and I’ll be taking it up with Smythson again.

great products ... love the note books ... the paper is fantastic quality.