Whilst in London I visited two different Paul Smith stores to purchase clothes. I found the staff in both stores to be very professional and really helpful without being pushy. I also shop at the Pau... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Fast, efficient & seamless purchasing process. (Paul Smith knows how to make spending money tooo easy :-) I’m generally OK with PS sizes but 1st time buying raincoat & unsure M or L so 1st time ‘Tr... See more
Company replied
Repeat Customer at York Outlet. Staff at this branch are exceptional on every level. This ensures my regular visits and purchases. Nothing is too much trouble. I think Matt is well suited to... See more
Company replied
Joshua the Digital Client Executive provided me some outstanding service, I was very impressed. I bought a wallet last year and the edging and part of the monogram had started to wear off and wasn't... See more
Company replied
Company details
Written by the company
Paul Smith is Britain’s leading independent design company. Paul Smith champions positivity, curiosity and creativity. These qualities underpin every Paul Smith design, whether it’s a shirt, a shop or a special collaboration.
Contact info
Poplars, NG7 2PW, Nottingham, United Kingdom
- +44 (0)115 968 5821
- customerservices@paulsmith.com
- paulsmith.com
4.5
Excellent
440 reviews
Replied to 68% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Really good feature
Used the try before buying feature which was really useful in being able to try for size and style before buying
July 15, 2025
Unprompted review
Reply from Paul Smith
Good afternoon, John!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your recent order, we look forward to seeing you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
Paul Smith/Harpers - Try before you buy
Just used Paul Smith/Harpers, “Try before you buy” service. Meant I could order different sizes before paying, apart from the £5 admin, so no money left my account until I found the right fit
Will definitely use again
July 17, 2025
Unprompted review
Reply from Paul Smith
Good morning, Tony!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your recent order, we look forward to seeing you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
First time shopping with Paul Smith
First time shopping with Paul Smith. Really quick delivery of my online order, suit well packaged and high quality.
Look forward to browsing more
July 23, 2025
Unprompted review
Reply from Paul Smith
Good morning, Bob!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your orders, we hope to see you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
Hi there Jemma.
Hi there Jemma.
Thank you for such a prompt reply to my question on P.S. Aftershave, very much appreciated. Fingers crossed, it may appear once again in the future.
Yes, I had lovely 'damp' weekend, hope yours went well also. Re: James Hunter.
July 21, 2025
Unprompted review
Reply from Paul Smith
Good morning, James!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with our Customer Experience team. While we weren't able to resolve your enquiry ideally this time, we very much hope to do so next time! I will pass on your kind words to Jemma.
Please don’t hesitate to reach out to us again, we will always do our best to help!
Kind regards,
Paul Smith Customer Experience
I have been a fan of Paul Smith for a…
I have been a fan of Paul Smith for a long time and having recently moved to Europe I was missing popping in my local store in Notting Hill. I recently made some orders online and the delivery was really smooth. My last order was handled by Guy from the Nottingham store who transferred a couple of items that were sold out online to Jemma from the e-commerce store. They were both really helpful and great in making my shopping experience hassle free and very pleasant. A big thank you to both!
July 16, 2025
Unprompted review
Reply from Paul Smith
Good morning, Flaminia!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with not only the brand as a whole but more specifically your recent order. It is great to hear that the stores and our team were able to work together, and even though you are no longer able to visit the store directly, you can still get the same great Paul Smith experience!
Hopefully, you continue to shop with us online, and you know that we are always here to help out with any difficulties!
Kind regards,
Paul Smith Customer Experience
Fantastic after sales service
Absolutely fantastic after sale service My problem was resolved very promptly and efficiently.
A big thank you too
Jemma
Paul Smith are lucky to have such good staff
July 22, 2025
Unprompted review
Reply from Paul Smith
Good morning, Viki!
Thank you for taking the time to share your feedback with us.
What lovely kind words! I will make sure that Jemma knows how much you appreciated her help.
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
I’m a regular shopper at PS and love…
I’m a regular shopper at PS and love the range. Recently I saw the new luggage line and was going on holiday in a couple of days. Customer service excelled and managed to ship the products next day in time to pack and take on holiday. Josh and who helped me out was great, super friendly and keen to assist however he could. It was a pleasure to chat with him and I feel the service was above and beyond most customer service interactions I have experienced recently.
July 22, 2025
Unprompted review
Reply from Paul Smith
Good morning, Mike!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your most recent order and that Josh was happy to go above and beyond to get the job done! If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
We hope you have a lovely time on your holidays and that you are delighted with your RAWROW luggage!
Kind regards,
Paul Smith Customer Experience
Always happy with PS clothes
Always happy with PS clothes, quick delivery but still have return phobia, not just PS anything I buy online
July 14, 2025
Unprompted review
Reply from Paul Smith
Good afternoon, Phillip!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your orders, we hope to see you again soon! We're always happy to make the return process as smooth as possible if needed.
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
Cancelled order
Bought one of the wallets on sale for 128 euros. Cancelled because they did not have the stock that was advertised. This is absolutely unacceptable, and it is still being advertised as having enough stock. I don't even want to make another purchase as I am worried I still will not receive it. It is meant to be a gift for an event soon and now I will not have it. I thought it was a good deal as it was 50% off and just in my budget, but by the time it is actually back in stock I worry it won't be on sale anymore. Called customer service who were unable to tell me absolutely anything of what I can do or when it will be available again, and just left me on an awkward silence. I did promise to get this person their gift after I ordered it, so I hope it is back in stock and on sale in time for me to get it, and doesn't get cancelled again. I am honestly very upset and distressed because it is an expensive gift for a big event for this person, and I am saddened that I may not get it and now I have to spend my time anxious again looking out for when it might appear, or when it does if it is actually in stock or not.
I understand this is not on purpose but the lack of support from the company for something that is their fault is not promising. At least they offer a full refund, but I still need the actual product.
July 22, 2025
Unprompted review
Reply from Paul Smith
Good morning,
Thank you for taking the time to reach out to us.
I’m very sorry to hear about your recent order experience. I haven't been able to find your correspondence with our team initially, so I have requested some further information to get in contact with you. Once I find your correspondence, I will ensure that everything has been done to try to find a resolution to this issue.
I look forward to hearing back from you and hopefully restoring your faith in our brand.
Kindest regards,
Paul Smith Customer Experience
The try before you buy option is what…
The try before you buy option is what encouraged me to shop from Paul smith, but his T-shirts size is not really what it says! I always buy size L from many well known brands and they are true to the size, but Paul smith T-shirts size L are actually size M on me so I had to return both T-shirts that I wanted!
July 12, 2025
Unprompted review
Reply from Paul Smith
Good morning, Marwane!
Thank you for taking the time to share your feedback with us.
I am sorry to hear that you had a slight sizing issue with order but it is great that you utilised the Try Before You Buy feature to avoid this being a larger problem than it needed to!
If you ever need any sizing help or help with anything else, then please don't hesitate to contact our team!
Kind regards,
Paul Smith Customer Experience
The Harper try before you buy…
The Harper try before you buy arrangement was simple and efficient and very good.
July 11, 2025
Unprompted review
Reply from Paul Smith
Good morning!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your orders, we hope to see you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
Great customer service 👏👏👏
Found a product on the Paul smith web page that
Was 20 % off the website said 50% off all sale products.
Contacted Jemma at customer service she sorted 50% off for me.
She couldn’t have been more helpfull.
Thank you Jemma.
July 17, 2025
Unprompted review
Reply from Paul Smith
Hi Paul!
Thank you for taking the time to share your feedback with us.
It’s great to hear that Jemma was able to help fix your issue and hopefully, it is the last issue you face!
That being said, if we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
Great service
Ordered some boxer shorts in two sizes as was unsure which ones would fit and I've bought enough boxers that I have been unable to wear (wrong size) or return (usual underwear exclusions), so I was quite surprised that you could get them on "Try Before You Buy". Simple service to use. Great service. Peace of mind. Bit pricey but go for the sale items and grab yourself a bargain.
July 8, 2025
Unprompted review
Reply from Paul Smith
Good morning, Pete!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your orders, we hope to see you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
Paul Smith customer service is…exemplary
Paul Smith customer service is exemplary both in my opinion and in my experience of having made around 10 online orders, both direct and via Harper’s TBYB
July 12, 2025
Unprompted review
Reply from Paul Smith
Good morning, Glynne!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your orders, we hope to see you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
Try before you buy
First time using try before you buy will definitely use this service again.
July 10, 2025
Unprompted review
Reply from Paul Smith
Good morning, Lorraine!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your order, we hope to see you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
No pressure
Paul Smith, Try Before you Buy. Perfect for me as I don't enjoy outdoor shopping but do like Paul Smith clothes
July 10, 2025
Unprompted review
Reply from Paul Smith
Good morning, Kenneth!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your order, we hope to see you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
Only brand that consistently delivers…
Only brand that consistently delivers style and quality at a reasonable (sale) price. Sizing can be a bit hit and miss, but Try Before You Buy makes it risk free
July 9, 2025
Unprompted review
Reply from Paul Smith
Good morning, Tom!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your order, we hope to see you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
Online shopping as it should be
Recently purchased a number of items but was unsure what size would fit. Ordered L and XL using try before you buy.
Sizes are true to the size guide, I simply returned the XL sizes and was charged for the items I kept.
Clothing always good quality and fit. Great website, simple buying process.
June 28, 2025
Unprompted review
Reply from Paul Smith
Good morning, Mark!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your order, we hope to see you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
A great service from a great company
A great service from a great company. The try before you buy is fantastic!
July 8, 2025
Unprompted review
Reply from Paul Smith
Good afternoon, Steven!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your order, we hope to see you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
I'm usually between sizes L/XL
I'm usually between sizes L/XL. Having the try before you buy (Harper) service was great.
The t-shirt from paul smith fitted me perfectly in size XL, I sent the other one back with no fuss at all.
July 7, 2025
Unprompted review
Reply from Paul Smith
Good afternoon, John!
Thank you for taking the time to share your feedback with us.
It’s great to hear you’ve had such a positive experience with your order, we hope to see you again soon!
If we can ever be of assistance in the future, please don’t hesitate to reach out to us.
Kind regards,
Paul Smith Customer Experience
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