Soeur Reviews 

I placed an order on the Soeur website on april 23rd, hoping to wear the clothes on a special day for me and my family, May 2nd. It is the 6th of May and I still haven’t received the parcel and have no idea when it will arrive. The ‘service client’ redirected me to a tracking link that gave no answer so far.

I purchased the Saudade mini bag from Soeur.fr in late January.
After 3 months of use, the leather on the edges of the bag has completely worn out, and there are scratches and defects on the bag. I really liked the shape and the style, but I am very disappointed in the quality of leather, which is not acceptable for a 300+ EUR bag. It is an everyday bag, so it is supposed to be worn as such. I used it once or twice per week and the condition it has come into is indicating low quality.

I reached out to their customer service with photos of the product and this is the response I received: Madam,

We are sorry that you have encountered a problem with our product and we understand your request.

However, we cannot offer you a trade-in on your Bag as it is a worn item.

Furthermore, we have had no feedback from our sales outlets or customers on this model.

Our quality department has take-back criteria for our items, and the appearance of your Bag is not considered a quality defect.

We regret that we are unable to respond to your request.
Let us know if you need anything else.

If you want to position as a high-end upper quality shop, the you should sell high end upper quality products.

Worst customer service ever! Webpage stated import tax included, but it is not. Contacted the customer service and got referred to a “specialized team” and nothing afterwards. Phone number on webpage is also invalid. Misleading info and not willing to resolve problem, such a disappointment, will never shop this brand again.

Thanks you so much! for the patients and the help. And the prettiest bag in my life! Soeur - you’re amazing

Quick response but no wish items available.

Like others that have left a review for this brand, I am in the same position whereby the package I returned was sent back to me without any given reason, and I have sent countless emails to SOEUR customer service requesting a new label but have been ignored. The only way to contact them is via their online form, as the email address and phone number on their website does not work. Horrible experience.

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.