Smythson Reviews 79

Smythson and Gail, specifically, are and were terrific. I love my Portobello Ludlow leather diary. I used up my previous one in only four months, and it was time for another one. Gail has always handled me professionally and was able to get exactly what I needed. Highly recommend the product and Gail.

Amazing service.

Proper expensive but Gail offers the best service. EVER

The briefcase arrived with a defect in the zip. When opening and closing the bag, there is a small section where the zip feels unusual to use, and the fabric around it appears stretched. It is clearly visible that something is not right.

I have returned the item for an exchange. However, even if the replacement arrives within the next week, the entire process will have taken up to two weeks to resolve. During that time I have had to make phone calls, send photos, complete forms, and wait at home for courier collection, all of which has been unnecessary hassle.

This situation could have been avoided if proper quality control had been carried out before the item was dispatched. Instead, the burden of resolving the issue has been placed on the customer.

Smythson - and Gail specifically - were absolutely wonderful about finding and shipping the blue Mara stationery box! I own several other blue Mara office products, and this is the perfect item to complement them. They also helped me above & beyond when I was in the UK and found it, and while they didn't offer it in the US, they found one for me and shipped it to me. I'm so delighted!

Ordered a very expensive diary for work. i was stunned when I saw how thin the paper was! 'Featherweight' they call it. To make matters worse, it was blue, so it makes it very hard to distunguish entries. I had thought the paper would be white. I tried to explain this to the customer service, who kept going back and forth, desperately trying to avoid a refund or a replacement. Not what i would expect from a 'premium' company. Definitely not worth the money. I will not be ordering again. Poor customer service to boot.

Hollie Odriscoll is an outstanding associate with Smythson!

I emailed the company about my order and she responded promptly. She assisted by sending me links to order the correct journal, then she assisted me with getting a refund for the diary that was sent to me. She maintained contact until my concern was resolved.

You have a gem on your team!

Thanks, Hollie!

Alma Brown

We had an issue with a delivery, but it was rectified promptly and efficiently by Hollie in Customer Services.
It was a pleasure to talk to someone who cared about sorting out the issue.
We will definitely use this company again- First Class

For context, I currently own their 2026 WI Journal and two leather evergreen notebooks.

I have returned a notebook after buying in error with no issues. Customer support was happy to help. Very easy process. Shipping is fast and through DHL — love the ability to sign online (since I always miss delivery signings).

Their online service rep Aggie is quite amazing and I love their online store, as well as their personal stationary support out of NYC.

FULLY RECOMMEND for any writers or lovers of the absolute best quality papers. Also their featherweight stock holds inks from rollerball and fountain perfectly without much bleed through. Again, highly recommend.

The quality and timeliness of this customer service was first class. Willing to assist and go above and beyond.

I had a query which was dealt with in such a prompt and efficient way! My experience of the customer service I received, was 5 *, Excellent!

I have always found them lovely to deal with. The packaging is so beautiful and the highest quality. A little luxury every now and then either to yourself or a loved one.

I needed a bag urgently for a gift. Everyone at Smythson went that extra mile to make it happen. Super next day delivery, carefully wrapped in a cardboard box. Inside the exquisite blue gift box topped with the blue ribbon
Then the main event. The bag. Such a wonderful top quality product It was a gift for my partner who burst into tears.
Everything I have ever purchased from Smythson has been of the highest quality & they last a lifetime!

Received an amazing service from Tracey, she went above and beyond to ensure we had the gifts we wanted fully customised for collection that same day. Thrilled with the products and customer service expectations exceeded. Many thanks 5*

Lovely product, (soho day a page diary) if limited in colours/cover material options, sign up discounts offered that cannot be used and trying to find ToS for the discounts on the website is impossible, poor online service, clunky website, offering payment options that in reality are not available which is deliberately misleading.

For a high end brand the admin side is really rather shoddy.

I have purchased my Smythson page a day diary for several years and I use the Soho notebooks continually and have over two dozen. There is nothing else to say other than that they are simply the best in the world.

Smythson notebooks are simply the best. I particularly love the Wafer Notebook. It is the embodiment of “the little black book”. Customer service is always exceptional.

Wonderful customer service! Very quick response to my questions and requests. Truly impressed by their beautiful products and professional Customer Service team.

Having been a loyal Smythson customer for many years, it was the obvious choice when I needed a new briefcase. Trouble is, I live in Australia. I reached out via the online chat and as luck would have it, I got in touch with Katie. To say that she was exemplary and went above and beyond...would be doing her a huge disservice. She took photos, took measurements, explained IN DETAIL what various parts of the case were. She never said it was too much trouble, she never knocked back or baulked at a request. She was calm, funny, knowledgeable and above all patient. Katie you are the true exemplification of customer service...the OLD style. Smythson, she is what your brand is all about. As I usually but not often say,she is a truly good egg.

Absolutely exceptional customer service!

I'd lost the shoulder strap to my favourite Smythson bag, and contacted customer services to see if I could source a replacement. Katie in customer services was exceptional in her efforts to find the correct strap for me. My bag is long discontinued, but Katie went out of her way to source the perfect replacement for me, which I received this morning (beautifully gift wrapped, too!). It's rare to find such great service these days, and Smythson definitely has some great staff in their team. I look forward to being a returning customer for many years to come.

Exceptional quality notebooks arrived amazingly quickly. The packaging is exquisitely done. These were my first purchases but certainly won't be my last. Delighted thank you