Soeur Reviews 

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.

This is a really bad expierence! I order a bag with express delivery. Many days later I don’t have my bag and money. They REFUSE to help. THEY WILL TAKE YOUR MONEY and you will never get your package.

I have to learn my lesson and read reviews before I place orders.

The customer service is truly the worst. Be careful ordering online. I placed an order WEB359076 when an item I bought came back in stock . I bought it right away. I was giving the 3/4 days business shipping which was perfect.

Would it come in those days I don’t live in Magic Town for this to actually happen.I did think I would have it in 10-15 business days the most. When I saw it wasn’t moving I got worried . I called DHL and they said they received notice but they have not turned in the package. They told me to wait till the end of the week. I did!!

Here we are almost 20 days later. They have not received anything . They even told me they have issues with this company and should file a bank claim. That comment coming from DHL made me ask have they had issues with this company and they said “Lots of items get return back because of situations like yours”

I emailed Soeur AGAIN and I got the “we don’t have it the shipper has it.” No they don’t . Just got off the phone with them. So lots of back and forth and all they can say is to “WAIT!” Listen I don’t mind waiting if I see the item actually moving and when I am being told I don’t have it the shipper has it and then the shipper says no we don’t have it. Then Soeur says this company has it Global-E. What is Global-E ? 6 emails later and still no answer from this GLOBAL-E !! So no one has my order I LIKE THIS FOR ME!

Soeur kindly offered me 10% off…🙄
Like really!!
I want someone to pick up a phone and call and find out where this package is . Waiting for emails is the worst. The item was not cheap.

A friend said go on their social media. Send them a DM. Tbh I’m not sure if it’s a human agent or a robot I’m talking too,I still DMd. Lots of DMs later. I have screenshot all of them. I sarcastically said “It’s back in stock wonder if I should buy it again?” They said “If you receive your first order after today’s order, you will have the possibility to return it and we will issue a refund” key word POSSIBILITY. Sorry but that doesn’t sound like a “YES you will get a full refund.”
Im really not the kind of person to write reviews or call anybody out on social. This though is really the worst.

It really doesn’t matter what I do because I still don’t have my item. Nobody knows where it’s at.

The correct thing to do SOEUR is place a new order for the costumer and have it shipped with the fastest deliver option. Then have DHL return the first package back to merchant.

I’m heartbroken that a Christmas gift to myself is not going to happen. I really just want my order. I thought they would be more helpful.

I know this is a long review. I just hope it helps someone before buying with this company.

The clothes are lovely, but the customer service is not helpful if you have any questions or issues. I had a shipping problem after ordering to the United States. I contacted them and waited four days for them to respond, only for them to tell me to look up a solution on their website FAQs, which I had already done and did not solve the issue. I won't purchase from them again.

Bad customer service. I forgot to apply 10% discount to my purchase and they refuse to do it for me, giving me another code for a new purchase. I don’t think so. Lack of a good will!

no customer service at all..., no refund for my orders which I returned 2 months ago. Just one email received. No refund. Never heard from them again. Don't order from them. terrible . How can I get my refund?????
Christiane Cambridge

I bought an item that needed to arrive before a certain date, it was a month before my departure date, the package was returned by the post company but when asked to redeliver I gave some specifications, none hard to follow but they were all ignored. The package was delivered to the neighbour of the place where I was staying the day after I left France. Of course the package is lost and no one in Soeur will accept the responsibility.

I’ve contacted the customer service 5 times to make a return. The online form doesn’t work. After asking for help 4!!! Times I got a different number- that doesn’t work either.
I tried to contact customer service again- no reply.
I’ve been trying to send the item back for one month.
Worst customer service ever, I will never order here again!

No refund for returned items, no reply to emails.

My order was not delivered to me. As the recipient I am unable to start an investigation with the delivery service into the matter. Only Soeur is able to do so.

Soeur states they have started an inquiry but my local delivery service claims no inquiry has taken place.

As such I am unable to find out what happened to my 700 euro order, but soeur still expects me to pay for it. Shockingly bad service. Will never order here again.

I needed to return a very expensive leather jacket. I’m in the U.S. This company has made it so difficult to deal with a simple procedure. It took forever to get my return slip and e-commerce invoice emailed to me. I followed the easy instructions and mailed the package back. My tracking info showed the jacket made it to the location but was refused. It’s now in Chicago in the States obviously on its way back to me. No reason. They do not respond to emails as well. It seems they’re ignoring me at this point. I even resorted to contacting them on Instagram to no avail. This jacket is very expensive and too large. I am going to try sending it back again. If this doesn’t work I may be contacting my credit card company. I’ve never dealt with a customer service for a company such as this before. No help at all. Terrible

I am still trying to get a refund for a parcel that wasn't delivered to my address. They asked me to send a handwritten letter and a copy of my ID which I did but the money hasn't been refunded yet. I have been waiting for it for more than 1 month now. It's unacceptable and they don't answer emails.
Please do not buy from this company.

Unacceptable Delays and Poor Customer Service

I’m currently dealing with an unresolved issue with Soeur, and the experience has been frustrating. My order was dispatched 8 days after I placed it, and to make matters worse, they used the wrong postal code, resulting in the package being undeliverable.

Despite this being their mistake, customer service informed me that the parcel would take 2-3 weeks to be returned to them, and they still haven’t confirmed if they will resend it or not. The lack of urgency and responsibility in fixing this issue is unacceptable. I’ve had to chase them for updates, and so far, the communication has been poor.

I’m still waiting for a resolution, but this experience has been far below what I expected, given that the delays and errors are on their side.

Update:
I contacted post office by myself as a customer, the post office staff told me that they wrote wrong post number but they still can change it from their end if they contact the post office, but it seems that SOEUR is not taking any action.

First of all, Soeur speaks with her products, the high quality material used, very detailed and refined sewing quality. Then it is her service, delivery is very fast. one of the items I ordered was unexpectedly too big, my own mistake as it did mention on the website that it was loose fit, I asked to return but it was way pasted 14 days return period, under my special circumstance in which I just got back from a long holiday, Soeur agreed to make an exception to return the shirt, which I am very grateful. Thank you Soeur :-)