Soulona Reviews 396

At 1 month, still waiting. I think these people have criminal intent! DO NOT BUY !! Life too short for dealing with assholes like Soulana!!

Look on Facebook and saw a jacket looks so nice placed order for size xs and waited almost for a month. Finally came its L. Email couple times and no response DO NOT BUY FROM THESE PEOPLE ITS A SCAM.

Bought a jacket and the reply was that it could not be delivered the item in my country. Asked if I had another address. I asked for the refund and was told it would take a week or so. The order was canceled on March 4 and I am still waiting for the refund. But several of the e-mails from Soulona do not show up any more in my e-mail address.

Both the top and pants are not an equal quality.
Different materials
Different colours
Sizing are different and doesn’t follow their sizing guide guidelines
Pants look like they’re used and been washed multiple times.
Delivery took five weeks
They arrived separately three weeks apart.

Do not trust this company

I Bought a beautiful 4 set of earth mugs!
Unfortunately due to my swollen arthritic hands I cannot hold the mugs by their handles .
I have asked for a full refund!
I Sent the mugs with verification pictures and tracking # a few weeks back now! And verification of delivery back to the company .!!
No one has answered any of my emails regarding a refund!! So I’m still waiting!! So buyer be ware!!!!
Great product but ABSOLUTELY CRAPPY CS!!!!
Leona K

Ordered a winter jacket Feb 10, Promised delivery within 2-3 business days. Have not received it yet.

Ordered a shirt from Soulona (order S92063) as a Christmas present for my husband and received it 20 November 2025.

Wrapped it without removing it from the plastic packet. When my husband opened it on Christmas Day, we found what looked like grease marks down the front.

I took photos and sent them to Soulona on 26 December 2025.

On 6 January 2026, Soulona let me know they'd be sorting out a replacement, which I thought was lovely customer service.

On 19 January, they told me they'd changed their minds about replacing it because I'd ordered it too long ago. I explained about it being a Christmas gift that had not been taken out of the packaging, and that it was damaged rather than just not wanted. They still refused to replace it.

On 24 January, Soulona said they would process a 20% refund, which would take a "few days".

On 23 February, I received the 20% refund.

I usually read Trustpilot reviews BEFORE I buy online… not this time. Within an hour of placing my order I looked… DISASTER!! Seems everyone has a bad experience. I cancelled. Inundated them with emails. 2 days later, Rosie, who appears to be their entire customer care department replied and said order was cancelled. I now await the money returned to my account. Rarely have I read such disparaging reviews on any site… so glad I acted promptly before having to wait an age for substandard goods to be sent from China..

ref: ORDER S105553. Soulona.com
Order S105553 shipping to London .UK

Despite my four attempts to complaint regarding my Soulena order, they ignored me without any response. I contacted them via email and the internal Soulena store contact form. Now I know I've been scammed.

SIZE :
Bought the Men's Polar Thermal Winter Coat in size XL which should correspond to the size Chest 128 cm according to the sizing Guide on Soulena store's website.

Unfortunately the size I get is 4XL which corresponds to size M according to your Sizing Guide and has a circumference of 120 cm and is 8 cm smaller in circumference ( chest) .
For me this is unacceptable.
QUALITY:
Contrary to the description, this jacket is of very low quality, such quality is not even found on TEMU platform that sells Chinese goods. Fabric is thin 100% NYLON / LINING is a thin 100% POLYESTER mimicking insulated fleece.

Nothing is real here, everything is artificial and trivial. Description on soulena .com webpage is something completely different.
This is not acceptable, it is a fake of something that probably exists, but is only used for photography.
I have several photos to post as proof of this scam, but Tripviser doesn't allow this.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
I ordered and paid on January 23, 2026.
Delivery was two weeks later to London, which is acceptable, and that's why I'm giving it a 1-star rating.

I purchased a few items over a month ago and have received nothing.
No proper updates or information.
One illegible email received.
I actually am unsure I’ll ever receive my order.

Awful customer service. They lie about the refund policy. I paid t ship the items back because their sizing is inaccurate and then they refused to accept the package!!! This is fraud and abuse!

they just left the package in the snow, outside a 200 family building, and I lost 200 dollars of merchandize. the funny thing is the tracking proof soulona.com gives, are pictures outside with snow...

I like many have found delivery times to be very slow but I can wait for a shirt to be delivered.
Quality is I think in line with the price you pay, so it's not finest cotton but the price for what you get is fair.
However, what there is no excuse for is the absolute silence when an order is wrong. You made a mistake, everyone makes them, but stand behind your brand and fix them, its not hard. At this stage any sort of response would be welcome but zero response means no more repeat business from me and by the looks of reviews here I'm far from alone.

Emailed several times absolutely no response I got a pair of their japanese pants labeled 3xl looked like made for a 12 year child and the carrier they used tossed the package into the snow in my driveway so much for 100% satisfaction guarantee!

Scam!! Product sizes are incorrect! Shipping product back (to BC Canada) requires you to spend a fortune. DO NOT BUY!!

The jacket colour I ordered was nothing like the jacket I received.
They said I had to pay for the return to Canada !!
What a micky mouse company .
AVOID AVOID !!

If I could give zero stars, I’d be more than happy to. Pro- I actually received my order within one month. However, the pants are hella small, tight fitting when they are advertised as loose and baggy. I ordered a large (I’m a regular 32 waist 32 length, 160lbs). The size of the pants came as XXL, that’s fine, I thought nice, they would be relaxing and loose. But they came fitting tight like a 31 waist. This company must be stopped! They also advertise 24/7 support…. I sent 4 emails nicely asking for the procedure for returns and exchanges. I’ve received zero response.Luckily, I only tried them for one pair of pants. I bet someone will attempt to reach out to me at the 30 days mark when the window for returning expires lol $40 is not life changing, but the principle is the thing. So unsatisfied with this experience.

I ordered two items despite having read these negative reviews. I even wrote to customer service immediately after i placed the order and expressed my distrust that all would go well in anticipation of it not. I received a well written polite reply from "Rosie" a day or two after. she was very reassuring and relieved some of my concerns. But I've had experiences before with clever scammers so as the time went by and the tracking info did not update for a couple of weeks I wrote again. Again Rosie was very comforting and sounded genuine. Again as the time passed I raised the issue with PayPal who have always been magnificent in the protection they offer and advised me of the timeframe during which I could escalate the issue and also the final cut-off date after which I couldn't. Then the ITEMS ARRIVED. Just as Rosie said they would. I wrote and apologised to her. The items are as good a quality as I expected. The delivery time was slow, but in the end, worth the wait. So, I don't know what the lesson is in this, but it's only fair that I report my experience to perhaps balance out some of these other less than positive ones. And if you do deal with Soulona, ask for Rosie, she's a beaut.

Don’t waste your time with this company. I ordered a winter jacket, large. The jacket was labeled large, but the sleeves just came down to my forum and they couldn’t zipper it because it was so small. The color was not the color I ordered. You cannot contact them by phone. Still waiting for a return label.

Don't touch this business with a barge pole. They are completely useless. They are not interested in you, only what money they can take off you. I ordered a Japanese style shirt & it never arrived. Just a rip off scam.