Sophia Webster Reviews 261

Scam. I payed for an item and never received it. They said it was delivered but wasn't. I spent over month emailing with customer service for them to tell me there was nothing they could do. They take your money and don't send your stuff.

I’ve been waiting for a refund since 2nd March and no communication. Maybe they should work on their customer service, a little communication goes a long way, rather than leaving customers guessing when the are going to receive refunds.

Wouldn’t recommend.

I recently bought a pair of sandals from them and paid £218.50 including £6 shipping fee. The sandals were small for me so I returned it in the same condition it was sent to me and paid £6 return charges. Today they have sent an email saying it had marks on it and they can only refund me £90. This is unbelievable, I am utterly shocked. Never buying anything from them again.

Ordered a pair of shoes which got lost by dpd. The team were super helpful and helped me get another pair in time for my event - Alex was brilliant. Unfortunately they didn’t fit! However they helped me with the return and I got my refund a few days later. Beautiful shoes - was gutted I didn’t check the fit guide!

Order was delivered very quickly which was good. Unfortunately it is taking forever for the refund to be processed. I was advised Refunds can take up to ten days once items have been received back. Receiving the refund can take up to another 5 working days after being processed by us depending on your bank.

I had no further response from the customer service after this timeframe.

It’s a huge disappointment as I would love to own a pair of Sophia Webster that fits well on me but this is going to be my first and last purchase experience.

I deeply regret ordering shoes from Sophia Webster for my wedding. While they arrived on time, returning them has been an absolute nightmare. I had to pay $60 AUD out of pocket to return the shoes, and despite countless attempts to get a refund, customer service has been shockingly unhelpful, inconsistent, and frankly dismissive.

First I was told my return was being processed on 25th November, then on 1st December I was told it could take up to 10 business days. By 5th December, I was told the shoes needed to be inspected and refunds could take another 5 working days. It has now been over a month since the shoes were received, and I still haven’t received my $1,200 AUD refund.

Spending this kind of money, plus paying for return postage, and being left in the lurch in the lead-up to my wedding has been incredibly stressful. Customer service has no accountability or sense of urgency. I wish I had read the previous bad reviews before purchasing, this whole experience has been a nightmare. If you're based in Australia avoid Sophia Webster at all costs.

Very satisfied with how customer service handled my order and how promptly they answered. Looking forward to wearing my new bridal heels this upcoming summer.

I bought the mariposa booties in fall of 2023. I love them. They fit beautifully and were actually very comfortable. My issue is that the butterfly segment fell off the back of the boot in under 10 wears. I contacted customer service and the only option I was given was that they would send me a new butterfly and then it was up to me to find a person to repair it. For the pricepoint of over $900 I would expect the shoe to last longer and/or that they would be able to repair the shoe or send a replacement or something/anything to make it right. Lovely looking shoes but they are not great on costumer care. Very friendly and responsive but not helpful.

I have to correct my review written below. The support reached out to me now and they did their best to help me get my order out of the customs clearance. It took some time but today it arrived and I am happy now. Thank you very much.

Think very hard and long before you order anything from this place. Be 100 percent sure you need the item because if you don’t and try and return it then you will wait MONTHS for a refund. They are quite simply the worst company I’ve ever had the misfortune to deal with.

My first and last order with Sophie Webster has been a complete and utter disappointment. I really wish I had read all these reviews first because the theme of lack of accountability was also what I experienced. I ordered four items from the vault and all four of them were faulty in someway. I sent photos to customer services to have Alex respond to say it wasn’t faults. For example, a muddy smear mark and a pull in the satin on a pair of shoes for my wedding will not just ‘buff out’, a pair of suede shoes which look like they have been used to death already with faded colouring and compressed plastic bow is not simply ‘the fabric’. I have sent all four items back expecting a full refund and a delivery charge refunded to only find that I was refunded for the items and not the delivery. So I have paid to have 4 faulty items delivered. On top of that they were really not accepting any accountability for fault in the items. For a brand that pitches itself high-end there is zero customer service, accountability and most importantly, quality of the product. Spend your hard earned cash on one of the more deserving brands.

Fantastic service delt with customer care issues promptly, politely and with customer at the heart The process was seamless, professional, and friendly from start to finish. It’s clear this company invests in training their support staff to deliver exceptional service.. Highly recommend!

Avoid – Poor Quality and Zero Accountability

Paid £120 for my daughter’s Sophia Webster school shoes, and within just one week of wear (including only one PE day in trainers), the shoes already showed peeling and frayed stitching.

The quality is shockingly poor for something marketed as “back to school” footwear. I reached out to customer service, only to be met with blame-shifting rather than any accountability for what is clearly either a manufacturing flaw or, at the very least, extremely poor durability.

For a brand positioning itself as premium, this is not what you expect. The shoes failed almost immediately, and the company refuses to stand behind its product.

Please avoid purchasing these shoes for your children. A complete waste of money, and customer service will not help when things go wrong.

The customer service at Sophia Webster is an absolute disaster. The online ordering process is extremely non-transparent – there is no immediate order confirmation, and in my case the confirmation email only arrived two days later. The website also provides no clarity or real-time information about the order status.
As a result, I accidentally placed the same order twice. I contacted customer service immediately after realizing this (well before the items were shipped – they were only dispatched three days later), but was told there was nothing they could do. The outcome: I now have two pairs of the exact same shoes and on top of that I have to pay the return shipping costs myself, even though the issue was entirely caused by the company’s poor system.
This is a complete failure on the part of the retailer. For a brand in this price range, such unhelpful and unprofessional customer service is simply unacceptable.

My old shoes from SW were missing some gems. Wrote an e-mail and got a quick response. They sent me new gems at no cost. The interaction was friendly too. I’m very happy with this brand and service.

After contacting Sophia Webster about a problem with my purchased shoes which I had worn a couple of times, they replied promptly, arranged for a courier to collect the shoes at no cost to me and as soon as they received then sent me a new pair of shoes. This was the best customer care I have received from any company and just a brilliant customer experience with no questions asked. The customer experience team lead Sophie was so helpful, I will definitely be purchasing again from Sophia Webster

Purchased a pair of shoes for a wedding, I walked across a small piece of grass and the gold colour came off the heels. I emailed asking if these could be either replaced as this was clearly a fault or repaired. Was told that no they would not replace, refund or repair as it was a known characteristic of this material. They cannot have any moisture...they are shoes for outdoor use! The should not be using this material if this is the case, this is the final message from them........

As rightly mentioned by yourseld and mentioned previously by us, we'd like to reiterate that while we understand your disappointment, the issue described is not deemed to be a manufacturing fault but rather a known characteristic of the mirrored leather used in the design. This same characteristic is widely used across many brands and designers and the outcome would likely be the same.

So why use this leather on a pair of £500 shoes that are going to look awful after the first wear and you cannot wear them if it rains. Customer service is disgraceful and from their reply it is obvious they are aware of the issue. This is a fault in the material and not fit for purpose.

I have contacted Sophia Webster a couple of times with queries, the service received is always prompt, on point and at the highest level. I recently asked for advice regarding the shoes I have purchased for my forthcoming wedding, expert advice received as always. Special thanks go to the Customer Service Team Leader Sophie!
You certainly get what you pay for with this brand (6 pairs and counting!)

i had shoes that the sole cracked and twice they refunded me by sent me a new pair so easily and efficiently.

I contacted the team to advise that a pair of shoes I bought a while back were damaged and sent photos, then without any issue or augment I was offered a brand new replacement of my choice by Sophie. Full turnaround was dealt with including the shoes arriving within 4 business days! Beyond impressed, amazing customer service!