Soeur Reviews 

You haven’t responded to the block of my package nor have you refunded my money. You are highly unprofessional and I don’t think I’ve ever been so angry from a store I shop from frequently. I will never recommend you to anyone again.

great company, providing excellent tailored service

I’m extremely disappointed with the lack of customer service support from this brand. I purchased a handbag while traveling and after only one wear, noticeable discoloration appeared on the leather—despite no scratches or damage. When I reached out for assistance, I received a dismissive response stating that the bag was “worn” and therefore not eligible for any support.

What’s even more frustrating is that they claimed there had been no prior feedback about this model, implying the issue wasn’t valid. There was no willingness to investigate further, offer repair advice, or even accept formal feedback. For a brand positioned at a premium level, I expected a much more helpful and customer-focused experience. Unfortunately, this has left me questioning the quality and integrity of both the product and the company.

I needed to return an item in exchange for a larger size. The package I sent with the return label as provided by Soeur was returned to me undelivered. Customer service initially replied to me that they would send another return label, but despite multiple email messages reminding them to send me the label or confirm an alternative process, I have not heard back from them again. I now have an item that is too small and cannot exchange it. The phone number for customer service cited on the Soeur website does not exist!

I had a very pleasant experience with Soeur's return process. Their customer service replied to my emails within minutes and all I can say is that I will shop from this site again. Thank you!

I had a terrible experience with Soeur's return and refund process. I sent back my items following their policy, but after a month, I had not received my refund. I emailed them twice, but they completely ignored me. The only reason I finally got my refund—after another two weeks—was because I escalated the dispute through PayPal.

If I hadn't paid with PayPal, I don't know if I would have ever received my money back. This company seems to have a pattern of avoiding refunds, as I later found similar complaints from other customers. I would strongly advise against shopping with Soeur unless you’re prepared to fight for your money.

Thank god for PayPal!

Awful customer service. Slow. Had to keep chasing for a refund. Still haven't had it. Wouldn't buy from Soeur again. Best avoided.

Good service; customer service helped me resolved the question and issue I had. Thank you!

Absolutely appalling customer service! I returned an item within their 30-day return window and have the tracking information to prove it. However, Soeur claims they never received the item and refuses to issue a refund. They are completely ignoring the tracking information and my proof of return. I've tried contacting customer service multiple times, but they're unresponsive. It has been over 3 months now. Has anyone else experienced this? What can I do to get my money back? Buyer beware!

Not able to contact no refund and no one answers emails ...... very poor service

The worst experience! I ordered online and i wanted to return some of the items that didn’t fit, it is impossible, the online forms don’t work and nobody answers the client service e mail and there is no phone number. They have a whats app number online that when you click it says the number is not on whats app! If anyone at soeur gives a damn about clients, my order nr is web375501

Thanks for my order. It didn’t work out for me and I’m having trouble returning it. Please arrange to have it picked up at my home. I will not be paying for it as you’ve gotten terrible reviews about not refunding returns.

Totally unreasonable customer service. Won't cancel an order even if you ask 10 minutes after. My reason was fair: their sizing conversion are confusing and I ordered the wrong size. Instead I had to pay for the item to arrive and pay for the return, totally avoidable - also if you think how UNSUSTAINABLE that is.
Also, be aware that the sizing is completely off... I'm a size 44 in ALL THE BRANDS but in their sizing I'm a 40.... so wrong and confusing. Customer service was rude and useless.

Terrible company. Ordered well before Christmas. Order did not arrive. Contacted them. They said it had been sent to the wrong address and would be sent out again. It never arrived. Asked for a refund, they never responded.

They have accepted my return (and confirmed this to me per email!) but I’ve never received my money back and no replies anymore from them. Never again.

Bought a pair of slippers. Received them in a timely manner, all good.
Opened the package, and lo and behold, the right shoe was extremely stretched out in width, as if it has been on display in a store and tried on many times.
Took a picture, mailed to customer service. Got an instant reply which stated that my issue would be forwarded to quality management and they would get back to me with a solution.

To make it even more frustrating, the shoes are now sold out, so they can’t be replaced. Customer service said they would get back to me and offer a refund or another model.

That was not the case, they just sent me a return label. Wow. So now I am expected to repackage them, take time out of my office to get to the post office during opening hours and am left with no shoes.

This is absolutely ridiculous. They could have offered another model, a partial refund (I would have kept them as I like them so much) - anything but just a shrug and a label.

First and last purchase for sure.

Order nr. 370674

Edit: now I received a whopping 10% coupon for my next order, valid for 1 month. Didn‘t laugh that hard in a long time.

I have tried to make a return and keep receiving an error message. I have written to customer service a number of times and received no response. Appalling service!

Excellent service. I struggled to log my return on their portal so emailed and got a response straight away. They were very helpful and refund came very quickly too.

I used to love Soeur, but my recent experience left me disappointed.

WARNING: If you own the Nelson Coat in camel, don’t wear it outside! After just one instance of normal rain exposure, my coat developed blotchy water stains that didn’t dry. It’s now completely unwearable.

When I contacted customer service, they refused to offer compensation because the coat is over a year old. This completely ignores that this is a quality issue, not wear and tear.

A coat sold for outdoor use should be able to handle rain or, at the very least, come with a warning!

I expected much better support and service from a high-end brand. Sadly, I can no longer recommend Soeur coats to anyone.

Refund process is a total nightmare! Please stay away from the store or at least buy only offline.