Amazingly fast delivery! Vivienne Westwood bag not found anywhere else on the internet at a great sale price! 2 days from when ordered Italy to UK! Lots of communication and tracking. First class. I w... See more
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Review summary
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Brilliant boutique. Had the item I wanted at the lowest price I'd seen. Arrived in the UK from Italy in only one day (!!!). Customer service were polite and replied quickly when they reached out with... See more
Company replied
I have purchased from Sugar before as they were selling an item I'd been looking for and couldn't believe the price as the item was the sale. The item arrived in two days of purchasing which i thought... See more
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Just recieved my order from sugar, very nice packaging and the shoes are great!! Very fast delivery w dhl express, getting the things done in just 24h from italy to ro, that s what i call premium serv... See more
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Company details
Written by the company
CONTEMPORARY IDEAS ON FASHION - SINCE 1980. Luxury boutique and one-stop shop for everything fashion for more than 40 years, SUGAR boasts an exclusive selection of clothes, shoes, bags and accessories for man and woman. On our website, you will gain exclusive access to unique designs, special promotions and a selection of more than 300 brands, including new talents and iconic designers, such as Prada, Gucci, Miu Miu, Saint Laurent, Loewe, Loro Piana, Valentino, Bottega Veneta, Burberry, Moncler, Versace, Balmain, Balenciaga and many more.
Contact info
Corso Italia, 60, 52100, Arezzo, Italy
- +39 0575 354631
- customerservice@sugar.it
- www.sugar.it
4.7
Excellent
309 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
DO NOT SHOP WITH SUGAR.IT- SELF-SERVING, BLAME-SHIFTING, ILLEGAL PRACTICES
DO NOT SHOP WITH SUGAR.IT. THIS COMPANY IS SELF-SERVING AND NOT CUSTOMER-CENTERED.
They will take your money and leave you with damaged merchandise, finding any reason possible to justify their action and blame shift to the customer.
I emailed to exchange a pair of pants. 15 minutes later I discovered there was a hole at the bottom of the pants. I took a time-stamped photo and emailed the photo to inform Sugar.
This email did not go through due to an i-phone error. I noticed this the following day, after Sugar emailed me asking me to pay for a return label. I immediately re-sent the TIME STAMPED PHOTO of the damage TAKEN THE DAY BEFORE.
They refuse to pay for the return label. They accused me of damaging the pants after they said I would need to pay for a return, EVEN THOUGH I SENT A TIME STAMPED PHOTO OF THE DAMAGE TAKEN THE DAY BEFORE.
I am filing complaints with the better business bureau, leaving negative reviews on other consumer review sites and filing a claim with the internet crimes center.
DO NOT SHOP WITH SUGAR.IT- AVOID ILLEGAL BUSINESS PRACTICES.
18 June 2023
Unprompted review
Reply from SUGAR
Dear Marisol,
thank you for your review and for having reached us.
We are really sorry to read this, since we are not a self centered company at all but we put our customer needs before anything else.
All the customers that have reached us through the years, have had proper assistance and we have never left a customer with a damaged item. In your case, we had to take this decision, since you wrote to us to ask for an exchange and only after telling you that the return outside Italy is not for free, you came up with the damaged item.
All of our products need to pass a strict quality check, and prior to shipping the product didn't have any damage. This is the first thing that we checked with our colleagues in logistics.
As you told us, the hole was found after asking us for the exchange, however, even though you told us that you had an issue with the email, you didn't show us that the email has failed to be shipped, through a screenshot for example, you simply showed us a picture time frame, picture that doesn't testify your willing to reach and inform us.
If you can send us more screenshots and proofs for this situation, we will be more than happy to help you, on the contrary, we are not able to help you further with this matter, in fact, according to our policy, a customer must notify us immediately when a product presents an issue.
We remain of course available if you would like to send us more information that can help us solving this issue.
You can send an email to customerservice@sugar.it
Best regards
Sugar Staff
Can’t be more happier with my order from Sugar.it
I just received my order today. I couldn’t believe how fast it was!
The packaging was great. I was so happy to do this amazing unboxing!
The bag is beautiful.
I can’t be more happier with my order.
Guys, thank you so much! I’m so glad I ordered from your boutique and I will keep ordering from you! I also will recommend your website to my friends.
Everything was 10/10.
Thank you so much!❤️
14 June 2023
Unprompted review
Reply from SUGAR
Dear Mariia,
Thank you for your review and for having decided to share your experience with our boutique on our trsustpilot platform.
We are beyond happy to hear that everything has been perfect and special for you. Especially the delivery and the packaging that we consider to be main priorities for our customers.
We really can't wait to have you and all of your friends among our most valuable customer and surprise you again with our services!
Best Regards
Sugar Staff
I love my Givenchy belt bag!
I love my Givenchy belt bag!! Fast checkout and even faster shipping. Bag just as described!! 🥰
19 May 2023
Unprompted review
Reply from SUGAR
Dear Simona,
we are more than happy to hear that you are satisfied with your purchase and generally with the whole experience with our boutique.
Transparency towards our customers is a priority to us and we try to put this value into our products description and the entire website too.
We really hope that you will fall in love with more bags on our website and we hope to continue having you among our most valuable customers.
Best regards
Sugar Staff
Very honest seller and fast shipping.
Very honest seller and fast shipping.
Delivered in 3 days from Italy to USA.
Product as described!
1 May 2023
Unprompted review
Reply from SUGAR
Dear Jung Jae,
we are more than happy to hear that you are satisfied with the purchase and our fast shipping.
Transparency for us is very important ad we do care about the relationship with our customers, therefore we are always honest with them about the products and the shop.
We can't wait to have you shopping again in our boutique very soon.
Best regards
Sugar Staff
Everything from start to finish was…
Everything from start to finish was terrible. Now refusing to pay me my refund…
Bought through customer ‘Joshua Lacey’ Order No. 48492
24 March 2023
Unprompted review
Reply from SUGAR
Dear Jack,
thank you for your review and for having reached us.
As you already are aware of, we already provided you with the refund.
Since you refused the delivery because you didn't want to pay custom duties, we couldn't provide you with a full refund considering that we had to take on custom duties and pay for them.
As written in our policy, when the delivery is refused by the customer, custom duties and extra cost are on the customer itself.
Please feel free to reach us if something is still unclear,
Best Regards
Sugar Staff
Amazing customer service
Amazing customer service, very helpful. Purchased beautiful Balenciaga handbag that was delivered to United States the next day.Will definitely buy again. Thank you for great service!
23 March 2023
Unprompted review
Reply from SUGAR
Dear Maria,
we are more than happy to hear that you are satisfied both with our customer service and our delivery.
We hope that you will enjoy your new bag and we can't wait to have you again among our most valuable customers!
Best regards
Sugar Staff
Extra effort in customer service.
Extra effort in customer service.
Kudos to Sugar.it Team! It arranged to procure from a high-line Italian designer one of its runway items in my size. And at about 20% less than elsewhere. It stocked the item but not in my size.
Looking forward receiving it.
21 March 2023
Unprompted review
Reply from SUGAR
Dear Mike,
we are more than happy to know that we were able to satisfy our customer request through our customer service.
We hope that you will enjoy your purchase and we look forward seeing you again among our most valuable customers!
Best regards
Sugar Staff
Don’t get anything here if you’re buying from outside of Italy
Don’t get anything here if for any reason something doesn’t fit and you have to exchange they will make you pay shipping twice and you have to pay import duties and export duties . So basically you only get half of your money back if you return anything. Do yourself a favor and order domestically if you’re a US buyer . Even if you’re gonna pay double elsewhere you’ll still be saving money
24 February 2023
Unprompted review
Reply from SUGAR
Dear Omar,
thank you for sharing your review.
We understand that this can be bothersome.
Duties and taxes, as written in our policy, are at customer's expense and you can find them in every product page, in our footer under the sections "Shipping method" and "Return Policy" and before the check out of your purchase.
When agreeing our terms and conditions you accepted the fact that the the shipping and duties costs were at the customer's expense, on the contrary, we do not let the customer go on with the purchase, if the customer does not agree with the policy clicking on the "I agree" button.
The reason why the shipping has a cost is because all of our shipping's are express and they arrive to the US in less than a week, sometimes in 3 working days. This is also written in our policy and we also alert our customers before making the return, so that the customer is aware of the expenses.
As regards the sizing, we try to provide the best assistance possible to our customers, who can call us and email us if they need any information.
When buying online, it can happen that a size doesn't fit, since there is no possibility to try the product on. Any tip to improve our work from our customer is appreciated.
We hope that you will stay in touch with us and make another purchase during our free return or free shipping promos, maybe with a positive experience and review.
The package arrived in the U.S
The package arrived in the U.S. in 5 days!
Great website!
31 December 2022
Unprompted review
Reply from SUGAR
Dear Hsuan,
we are more than happy to know that you like our website and that you are satisfied with our services.
We can't wait to have you shop in our boutique soon again!
Sugar Staff
Asked to pay for shipping by UPS after paying $32 for shipping
I ordered online and paid $32 for shipping to US. UPS delivered the package today but tried to collect $113 for shipping charge. I did not accept the package with a payment which wasn't notified during the order process. Now I have to contact Sugar to figure out why I am charged for shipping again.
8 December 2022
Unprompted review
Reply from SUGAR
Dear Christine, thank you for your review.
We are very sorry to hear that you are not happy with the service provided by us. We try our best to make our customers satisfied and happy.
As regards your specific case, we think that you were requested to pay custom duties and not the shipping fee, which is only $32 as you also stated.
The custom duties are applied by the government of your country and not decided by us, since we sell the product with the original price given by the brands themselves.
We are sorry to hear that you weren't aware of this, since we write this information both under the product, in the confirmation email and in our policy.
We hope that you were able to contact our brilliant customer service and to solve this incovenience.
We can't wait to have you among our most valuable costumers soon, maybe with a positive experience and review.
Sugar Staff
Reply from SUGAR
Dear Troy,
it is great to know that we were able to satisfy one of our customers providing fast shipping overseases.
We can't wait to have you shop in our website again to be able to provide you again with a quick shipping.
Sugar Staff
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