Studionicholson Reviews 38

Ordered pants, they were too small, I tried to return the item but it was impossible and customer service was nonexistent! I begged to talk to a human being but they kept sending me AI generated emails and also just ignored me completely for weeks! Will never order from them again, BEWARE!!!

Your refoud is on a card gift. They do not refoud the same mathod it was paid. They force you to next purchase in this shop.There is no information on their website about it !

Very poor customer service. My return was incorrectly calculated and thus not fully refunded. I have been chasing customer support team for 3! months now. In this period I received two generic emails that feel like automated responses.
I am disappointed, I was a regular customer, not anymore.

Do not bother buying from this boutique - while they ship quite quickly the length of time needed for them to process a refund is absurd. I have reported them to PayPal and am hoping for a quick resolution. Avoid like the plague

Even one star would be too much, because the customer service is catastrophic. Two of my orders were canceled, one order took forever to arrive and came in cheap packaging. The customer service doesn't live up to the brand's image, as the brand represents high quality to me, but customer service sometimes doesn't respond at all or sends automated messages. I would advise everyone to avoid ordering from their website; the brand is available on many other platforms where customer service works well, for example, Mr. Porter.

Honestly shocked to see how many bad reviews Studio Nicholson has, I have genuinely never had a bad experience, I've never had a return which wasn't refunded, or an order that didn't arrive quickly, even during busy/sale periods. And I have about 14 orders on my account at a quick glance.

I used to wear tailoring a lot but don't have as much call to these days, so for me SN are the perfect mix between casual and tailored. Buying a coat from them was definitely a gateway drug.

I’m really disappointed with both the quality of my Studio Nicholson Woodrow shoes and the company’s response when I raised the issue.

I’ve worn the shoes only three times and have been careful with them. Despite being almost brand new, the leather/finish has started peeling, which I do not consider normal “wear and tear” after such minimal use—especially at this price point.

Customer service told me this is “the nature of the leather” (described as very soft/deerskin-like) and that scuffing/peeling is expected, so they refused to replace the shoes and treated it as a material characteristic rather than a defect. That’s not an acceptable outcome for footwear that should reasonably last longer than a few wears in normal conditions.

As a UK customer, I would expect goods to be of satisfactory quality and reasonably durable under the Consumer Rights Act 2015. These shoes have not met that standard in my experience.

If you’re considering buying these, be aware that the material may not be durable and you may not get much support if problems appear very early on.

I'm shocked at what has happened to SN customer service. The order was thrown in a box with no wrapping and completley creased. I returned it - no refund yet and getting replied from an AI bot. What is going on??????

I returned a box of 5 items on January 17 in the UK. SN acknowledged that all 5 items were in the box but only refunded me for 2 of them. They said the others were undergoing quality control but since everything was tagged and unworn I'm baffled how this can be taking so long and my emails are not being responded to except by the bot which just says they'll get back to me. I'm now paying interest on my credit card for the outstanding items that haven't been refunded. I can't believe a retailer at this price point does not have a better refund process in place.

Can't review the product because I haven't received it. It was due for delivery a few days ago and the status is that it's gone back to the company and it hasn't changed so assuming it's lost in transit. I contacted Studio Nicholson and got the below response:
Thank you for your message and for providing those details. Your concern is understood. As there is insufficient information regarding the reason for your parcel being returned despite the redirection, your case will be transferred to a human agent for a thorough investigation and to arrange prompt delivery to your local post office.
Thank you for your patience while we resolve this matter.

And I haven't heard back after I have chased several times.

So I've disputed the charge with my credit card company and they can deal with it! I'm not paying for an item I haven't received and the lack of communication is TERRIBLE.

I have a brand new Meshi bag which was a gift, therefore I don’t have proof of purchase, nor can I obtain this, however, I do have all the labels etc.

After one use I realised the bag is not fit for purpose. The adjustable straps don’t stay in place, meaning when you shorten the length it slips out.

I made contact with customer service via email on 18 November 2025 to ask if this is a known fault and if I could have the issue repaired. I’ve then spent every week chasing customer services for a response and kept being given convoluted versions of information, before finally being advised that, ‘your request will be transferred to a human agent who can provide a definitive response and further assistance’. I’d been communicating with an AI bot the entire time.

I then decided to call the London store directly, I explained the situation, only to be told repeatedly that I needed to provide proof of purchase, even though I repeatedly explained this was not possible. I’m not looking for a refund, just a repair.

Considering the cost of the items, Studio Nicholson provide absolutely appalling customer service and I’ll never purchase from them again.

I ordered a knit from them and when it arrived it stunk of a barn. I reached out to see if this was normal and if I could return this and it took me emailing them twice for them to even respond with their recommendation. Then I returned the knit, and its been 3 weeks of me waiting for the refund. I've reached out three times with no response from their customer service. I definitely won't be spending money here moving forward. This shouldn't happen.

I had an issue with a bag I bought, the strap kept on lengthening. Could not speak to anyone as they don’t have a telephone number. Called the store. I was told to email, given the spend I had made, I said I was unhappy to email. I was then told I had an attitude. The manager offered to exchange the bag and arranged to meet me at the soho shop. He failed to turn up to meet me and then I found out the strap is a known issue! I have left feedback for the senior leadership but there has been no acknowledgement of my email. Such a shame, the products are really nice but the contempt that the team show to customers is quite incredible!

I'm shocked because it's the first time I've experienced such silence from a customer support who received my return for an item too big and still doesn't issue a refund or reply to emails.
Studio Nicholson have restricted their comment section on Instagram, I imagine this is to avoid being publicly called out by customers they owe money to.
An incredibly dishonest attitude.

I like the company, but sizing was complicated. This time I opted for the try before you buy option and it couldn’t have gone better. I had two sizes and could pick the correct one and pay for what I kept.

My goodness, I can definitely echo all of the negative experiences mentioned in these recent reviews! Like them, I contacted Studio Nicholson about an item and was told it was in stock so I travelled to purchase it at the store. When I got there, I’m told the item is missing despite the system indicating as available… so I’ve tracked all the way to their store for nothing. You would expect the staff to be apologetic, maybe offer to track down the item or figure out if it is in/out of stock; but no… no one cared. It was simply too much to ask of them, despite being the only customers in store, there’s not a chance of them extending a helping hand.

Ordered shoes online in the morning. The order was confirmed and billed to my credit card correctly. That same day at 5.30pm, the order was 'refunded' and cancelled by Studio Nicholson with no explanation. I have emailed 'Customer service' and SILENCE! Definitely QUIET LUXURY....

Studio Nicholson is such an awful company. The product is nice but the customer service could not be worse both in the store in London and online. Stock is never updated appropriately and good luck getting you money back if they don't have something. NEVER AGAIN!

Customer service gave me a DHL return number that doesn’t work so I had to get in contact with them.
I am emailing them since the 14th of January and had not a single efficient feedback.
There is literally no communication from there side.
In the end, they sold me a 240€ shirt that i can’t get rid of, because they have the worst customer service ever, which is quite ironic for a brand that boasts to be high quality.
I am so disappointed, but I intend to finish that exhausting journey by sending this shirt back to them.

Currently emailing repeatedly over a return I tried to make online, which I couldn't complete because the system asked me for an image (without any info as to what image I was supposed to upload), and 3 messages to customer service have been completely ignored. I'm now outside of the returns window and down £175, despite spending over £400 with them.

Really wish I'd checked Trustpilot before ordering online - I won't bother again.