Dear Frances Reviews 128

Great customer service

Dear Frances makes beautifully designed, wonderful quality goods. They are simple in design, yet elegant and edgy.
Customer service is outstanding.

I love their products but their exchange process is really insufficient. It takes them 7-10 working days apparently, to send out the new item after receiving the one to be replaced. For a company operating solely on an online basis (for shoes which is very hard to buy without trying) and add hand crafting (sizes not always consistent) this is a big deterrent.

Great quality products, long lasting and well made. Had an excellent experience also dealing with Nancy in Customer Services. She was brilliant!

High quality crafted leather products. Everything is done so thoughtfully from design, stitching, to packaging. Customer service is also A+. They were very responsive when I reached out and communicated well throughout the process.

Kind and helpful customer support!

I bought a pair of shoes that I really really wanted for a long time during a recent sale. When the package arrived, the WRONG item was in the box.
I emailed customer service and was told to return them, but there would be no replacement for my original order because they were sold out. I asked when they would be back in stock and if a replacement would be possible then, but I'm pretty sure they blocked my email. I have received no reply after being told to return the wrong item and no apology for the mistake.
For the luxury price that you're paying, I think the experience does not match the cost and customer service has left a bad taste in my mouth. I doubt I will ever try to place another order.

A special day it is to receive a package from Dear Frances. Enclosed in a luxe branded box, you will find a leather good that exceeds all others that may have preceded it, a smooth cloth bag to store it in, and a card carefully conveying how best to ensure the items’ quality will last for years to come.
In my case, the Como Tote Bag in Black Leather fulfilled my wish for an updated everyday staple: the perfect minimalist, day-to-night tote in a calibre of leather that will only improve with age, and memories made.

Very friendly and helpful responses!

Beautifull, extremely comfortable shoes. Top quality! Very professional support. Very efficient delivery. I love my shoes 👠🥰👠

I returned shoes I tried on, they were too small. Eventhough they refunded me the money, it was over a month later, and they also sent me an email saying the product is too damaged to the point its not sellable anymore, and they shouldn’t have processed the refund. They sent me photos of this damage and the photos don’t show any damage they are talking about, it is some kid of small holes but you cant see them. Rude reply, long waiting times. If they are so crazy about imaginary damages they should have better quality materials.

I bought two pairs of loafers / which came to just under AUD2000. The shoes didn’t fit and I arranged for them to be returned- a process that can best be described as unhelpful.

I then received an email to say that the shoes were marked and damaged soles. Dear Frances want to rerun said shoes (that don’t fit) and have rejected the request for a refund.

Hard to describe the disappointment - as the photos they returned with evidence of damage are laughable- I tried them on a tile floor for less than 5 minutes each.

So my advice is don’t bother - the quality was disappointing, the fit was disappointing and the returns policy is nothing short of appalling.

I recently needed help with a return and use of a gift card, and the company was so helpful and friendly with the service they provided. They responded very promptly and did everything they could to make the process very easy for me. And of course, I really love the shoes and bag I ended up with!

I purchase a pair of Dear Frances boots and have been extremely disappointed by both the product quality and the brand’s response. After only a few wears, the soles showed severe wear, cracking, and deterioration — something I have never experienced with any other luxury footwear.

For the price I paid, I expected durability and craftsmanship. Instead, I am left with boots that now require a full sole replacement after minimal use. When I raised my concerns, the response from Dear Frances was dismissive, blaming “normal wear and tear” and suggesting I visit a cobbler.

This is simply unacceptable for a brand that positions itself as luxury. I strongly urge others to think twice before purchasing.

Just received my new pink candy mesh flats, they are so dreamy! The most perfect shade of candy pink, the matching bag that came with it was the cherry on top <3
Absolutely adore my shoes from here, and so happy to have the new card holder as an added bonus. Managed to get a couple of sale pieces during the holidays too, can't wait to wear them all.
Customer service team was amazing in helping me out with delivery issues, and the quality was divine as always

A year ago I purchased a pair of shoes that didn’t even have holes on one strap so the buckle could function. Originally they denied my return but after fighting with them they gave me a gift card. Recently I tried to purchase a new item that was so sharp at the heel it would cut your foot open and one of the shoes was slightly larger. Long story short I tried to exchange the item, however, they would not let me. They also refused to give me back the gift card funds. According to NYS consumer protection you have 9 years to use a gift card. When I asked DF why I was only given 1 year, management indicated that didn’t apply to me and highlighted their 12 month policy. When I tried to write a review it was never posted. I was advised that negative reviews are flagged so clearly their reviews are skewed. Horrible company, horrible management and dreadful customer service. I have no idea how they are still in business. I feel completely ripped off and have filed complaints with NYS consumer protection as well as with ftc.gov. I hope others file complaints against them when appropriate. Also, to date I have yet to receive a refund to my Visa in the amount of $333. DF received my return almost a month ago on 2/19.

Terrible company and customer service. I bought a pair of shoes in the sale which were too big so I planned to exchange them. It stated on the invoice I had 28 days to do this. When I tried to do the exchange, it wouldn’t let me and then I saw on the website that I had to start the exchange 14 days after purchase. This was only a couple of days after so I’d hoped they would honour my exchange as I’d be paying extra for the new pair. I contacted customer service who said they wouldn’t do that and their policy was on the website. This is completely misleading as it clearly says on the invoice 28 days. I’m astonished that this company was happy lose a returning customer and seems not to care about its reputation. Terrible way to treat customers!

I had an excellent experience with customer service. I made a mistake in my order and only realized it after the pieces were already shipped, and contacted Dear Frances through email and live chat. They sorted it with FedEx right away and followed up with me. The pieces (scarves) were beautiful as well and really well made. Really good experience.

I paid £380 for a pair of shoes expecting them to be good quality. This brand sells themselves as premium & made in Italy, so I invested in a classic style expecting them to last. The pair I purchased usually retail for £475. The first time I wore the shoes indoors for a dinner the stitching on one side came completely undone within an hour. They are terrible quality, and badly made. When I contacted the brand to request a refund they suggested I take them to a cobbler myself despite them being brand new. They had no interest in getting the faulty shoes back to inspect, and make sure other customers wouldn’t have the same issue. I was unable to speak to a manager despite requesting several times, they dismissed the fact that the seam had come apart completely claiming they can’t refund shoes that have been worn despite the fact there are no other signs of wear on the shoes and I’d only just purchased them. In the end after arguing back and forth they offered to repair the shoes but would need to send to Italy, and having wasted so much of my time already it was already a month after purchasing and I wasn’t able to wear them to any of the events I bought them for. It’s shocking when a brand like this would rather take your money and ignore their own manufacturing faults - they clearly have no interest in the quality of their product and no idea of how to treat customers. Shameful - avoid at all costs!

It is indeed the most comfortable shoe i have ever worn. I chose half size up from my regular size and it was a big mistake since they are really true to size, so my pair is a bit larger than i needed. I couldn’t return since the pair was on sale. Still i do not regret my purchase. Very elegant shoes, high quality leather.
Will definitely buy again.