Dear Frances Reviews 128

Dear Frances gang are first class all round. Their product and service are the same. Thank you.

their return policy is horrible !!!! i’m having problems
i couldn’t return 2 pairs of shoes because i didn’t have order numbers on one
sent them both together & seems they wouldn’t accept
i put them on a dispute with my credit company
time consuming!!!

Dear Frances was very kindly able to successfully update the shipping address for the pair of boots I bought for my sister. Already a big fan of beautifully made and durable Dear Frances footwear (I have 8 different styles - from boots to booties to pumps, flats, and trainers) I was thrilled with their assistance to get this gift to its intended recipient. Thank you so much!

I LOVE MY DEAR FRANCES BOOTIES!!! I have been searching forever for boots that don’t hurt my feet but are also stylish. FINALLLLLLYYYY found these, thank goodness. They feel like a little hug on my feet and they’re wide enough so they don’t feel smashed. The thickness of the sole is perfect too. It’s the perfect timeless piece - can’t wait to style them! ❤️

Beautifully designed and crafted shoes. So far I have purchased two pairs of the Balla mesh shoes, which fit like a comfortable glove. This company has impeccable customer service, too. I contacted them multiple times with questions and they promptly and warmly responded each time. I also returned/exchanged some items which was an easy and efficient process

I am deeply frustrated by the lack of ethics and consistency here. My first pair arrived damaged and had to be returned. When I reordered the exact same size, the second pair arrived significantly larger, showing a complete lack of quality control.

Worst of all is the misleading pricing. Their website explicitly promises a "€12 flat rate (DDP included, no extra taxes)" for the EU. Yet, I was hit with an additional €27.80 "duty fee" at checkout (i.e. a total of €39,80 that they will not refund me!). When I pointed out this direct contradiction of their "No hidden costs" policy, customer service acknowledged the charge but refused to honor their own advertised terms.

Between the damaged goods, inconsistent sizing, and "bait and switch" shipping fees, this has been an incredibly painful and time-consuming ordeal. EU shoppers: "DDP included" is a myth here. Expect hidden costs.

UPDATE: I stand by what I wrote even following the response (false advertising of 12€ flat rate, inconsistent sizing with the same shoe and horrible customer service). This ordeal has cost me a week of my time and almost 50€ just to try on a pair of shoes. Please note that this is the first bad review I have ever written about a company but this has become a principle/ethical/commercial issue which could have been easily resolved. You have also deleted my instagram comment with no justification which I also find unacceptable.

Great customer service. Dealing with queries on a personal individual level

Got a pair of loafers and a belt from Dear Frances and they are beautifully crafted. I absolutely love them!
Also, customer support was super helpful and friendly. They ensured my information was complete before shipping so there were no problems with the delivery process, so I got my package quickly and easily.
Would definitely recommend!

I'm having a terrible experience with the quality of the product and much worst, with customer support. I'm afraid they will let me with the damaged shoe because I don't have the outside box.. They say it's leather but the leather is extremely thin.. I can't understand.. the leather should last for years, not get damaged in less than one week.. I can't recommend. It's unbelievable the customer support, I'm worried, we are talking about shoes of more than 350/400 euros .

Updated review (after the resolution of the product and feedback from customer support):

I still cannot recommend this product.

The shoes show clear signs of material weakness and lack of durability. The leather began to peel and detach after minimal use (only at home and within one week), which is not consistent with the expected quality standards for a product in the €400 price range.

I returned the item in good faith, however my claim was rejected on the basis of not having the tags in and due to alleged “signs of use.” These signs are directly related to the defect reported, as the product became damaged almost immediately under normal conditions of use.
It’s nonsense, no water no dust, I used them at home .. why should I keep the tags on the shoe??

Remember that under applicable consumer protection laws, products must be of satisfactory quality, durable, and fit for purpose. In this case, I do not consider that these conditions have been met. Furthermore, the proposed resolution (returning the same damaged item without refund or replacement) is not adequate.

Ps: I remember I received an email from the company immediately after the purchase saying the quality of the brand was exceptional. Please, do not believe it. It’s a scam.

As a result, I have been left with a defective product and without a solution.

I love the loafers ! Tout ce que j aime classe et distingue ! Merci

Stunning quality and customer service is unparalleled!

I tried my luck and emailed customer support if they have a spare park boot accessory. Nancy, of client services, was so gracious to accommodate my concern. Not only was she prompt and efficient with my request, to my surprise, they did not charge me for anything. It truly made my day!

Beautiful, high quality shoes and their customer service is friendly and extremely helpful.

Dear Frances has been wonderful to shop with! Not only do they have gorgeous, high quality products, their customer service is amazing and fast, their shipping (free) is prompt, and exchanges are incredibly simple (also free). I bought both the Joss loafer and the Joss Bootie and I know I will wear both for many seasons to come.

Such lovely shoes. Comfortable, beautifully made and stylish. The company is great to deal with. The order arrives quickly and the whole experience from website, delivery and quality of the product is seamless.

Beutiful sandals, very comfortable. Client service amazing, help me resolve issue I had with delivery.

Received my boots yesterday - softest leather and wonderful quality. Fit perfectly. My first Dear Frances purchase but won’t be my last.

I communicated with Dear Frances customer service on a couple of occasions and they were consistently responsive and very helpful. They went out of their way to address my questions and provide best solutions.

These shoes and boots are HEAVEN. So incredible soft and fun to wear.
Within a few days delivered!

The buttery softest leather.
A very quick delivery.
Breathtaking shoes and boots.
A prefect fit.
Kind and approachable service.
Top of the top.
Crème de la crème.
From now on I will most probably exclusieverly buy my footwear here.
Head over heels in LOVE.