Santoromilan Reviews 233

Ordered a suit from a rival, and paid an extra £10 for the my size trousers, when it arrived (screwed up in a polly bag) the trousers were the wrong size.
So sent the whole package back at a cost of £4 to me, then had to wait 2 weeks for refund, after numerous email reminders.
Looked online for exact same suit, found it on this site for HALF the price, delivered 3 day's later, right size trousers, folded up in a box with it's own suit case and no extra to pay, well done to you.
5 ☆☆☆☆☆ From me

Quick delivery and great item

I purchased a suit from them on the 5th of April and paid £37 extra for tailoring. When I returned a week later, the jacket sleeves and trouser length were both an inch too short, a complete failure in basic tailoring.
They sent the suit *back to the tailor* and told me to collect it on **18th April**. I returned today (**22nd April**) and they **couldn’t even find my suit**. According to their system, it was supposed to be in-store, but it was nowhere to be found. After making me **wait two hours** for another staff member to arrive, they finally told me that the jacket had been delivered **the day before, without any sleeve buttons(!) and was sent *back to the tailor again*.
So now, after three weeks, I still haven’t had my suit, and I have zero confidence in how it will come back—if it comes back at all. How on earth does a tailor return a jacket without sleeve buttons?
This is by far one of the **most unprofessional and disorganised services** I’ve ever encountered. If you care about your time, your money, and your clothing, go somewhere else.

Yes, they were fine, boots arrived timely without any issues

What an outstanding selection of clothes. I like having something that’s different yet makes a bold statement of confidence along with a touch of quirky classiness. But think I’ve just found my new go to supplier and I’ve a feeling it’s going to be a great summer!
The Team have looked after me and ensured Inwas totally happy with the sizes, feel and fit of all the clothes I’ve had so far. Thank you team 💚🫡

It arrived on time, and well packaged. I got exactly what I ordered online. High standard quality.

Happy with garment I purchased more than happy to use them again at a future date.

Purchased three suits from Barnsley store for my Wedding. Rob and Donna were fantastic. Easy to chat to, did not push any sales, and gave honest opinions on styles, fit, and dickie bows. They have even sorted the tailoring out. Making it completely stress free.
Would highly recommend Barnsley. Plenty of suits to select from for all occasions. The whole experience was great, from selecting to collection.

Very helpful and friendly!

Very good shoe and comfortable

Andrew and Peter at the Bluewater store were so helpful getting a suit for my husband for our daughter’s wedding.
Nothing was to much trouble Andrew ordered in the correct size and they contacted me to let me know when it arrived in store
A great selection of suits to choose from
Thank you again for all your help

Walked in not having a clue anything about suits I asked faye for some advise and she couldn’t be more helpful, friendly and professional told me everything I needed to know I couldn’t be more happier thanks a lot 😎🙂🙂 would definitely recommend

Fantastic customer service from Faye. Made the whole experience effortless and put a huge smile on all our faces. Thank you.

Quality of the suit was fine, but avoid just for the outdated returns process, especially if you’re unable to visit stores and have to shop online for suits - as I have been ill! The company is not up to par with modern return processes like that of Suit Direct, where you request a return online and print a label in a drop-off location. I had to print a return form from my closest internet cafe (do they even still exist!?), fill it in by hand, then pay £20 at the post office to send the package off tracked, within time, and covers the cost of the suit if lost. If you’re someone who has to shop around online or even just prefers to do so, try a few options and return what doesn’t work for you, then I’d suggest going elsewhere where the return process is simpler and less frustrating.

**Update**
Response to the reply below:
Thank you for your sassy response – though I must say, it’s not a great look for customer service.

While I acknowledge that your returns policy is clearly stated on your website, that doesn’t change the fact that it is outdated, inconvenient, and not competitive with other brands in the same market. A good returns process should be seamless and user-friendly, not reliant on customers having access to a printer or paying significant fees to return an item.

Rather than taking a defensive stance, a more customer-centric and practical approach to feedback would be to consider how your policies compare to industry standards and whether they truly serve your customers’ best interests. After all, a frictionless shopping experience encourages repeat business.

Wishing you all the best.

**Further update**
Thank you for your prompt response. However, I must express my disappointment with the dismissive tone and lack of consideration for the customer's perspective. Suggesting that I invest in a printer to accommodate your outdated returns process, especially during a cost-of-living crisis, is both insensitive and out of touch with modern retail practices.

To put this into perspective, I had to pay 10% of the original purchase price to return the items. This additional cost is a significant burden on customers, particularly when many retailers offer free and straightforward return options.

Research indicates that a 5% increase in customer retention can result in a 25% to 95% increase in revenue. Furthermore, companies focusing on customer retention can be up to 60% more profitable than those prioritising acquisition. (thinkimpact report)

Additionally, a recent consumer report revealed that 57% of shoppers are willing to abandon a brand entirely after a poor post-purchase experience, such as a cumbersome returns process. (business wire report)

In today's competitive market, many retailers are streamlining and automating their return processes, leading to increased customer satisfaction and loyalty.

By modernising your returns process, you could enhance customer satisfaction, reduce churn, and ultimately boost profitability. Dismissing customer feedback and suggesting they invest in equipment to comply with your outdated procedures is not a sustainable business strategy.

I hope you consider this feedback constructively and evaluate how aligning your return policies with current industry standards can better serve your customers and benefit your business.

Best regards.

**Last update**
LOOOOOL 🤣🤣 what a response, I kinda respect it.

Best wishes for the future.

Some of the best customer service I have ever experienced! The Bluewater store were able to help with my fiancé’s wedding suit and sorted the perfect size for him. Highly recommend to anyone looking for suits!

I cant say enough about the service and the suits in this shop they were absolutely brilliant they fitted me and my son with matching suits that fitted like they were made for us, they looked amazing on the day and we had so many comments. Thanks again will 100% shop with you again.

Excellent service and quality very happy

Exceptional service. Friendly, approachable, patient, and filled all our needs. A brilliant shopping experience 5*****