Great customer service. I have bought Sister Jane from different platform. I had a big order during sales season, then I need to do a return through Belgium post but it caught in union strike,so it to... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’m a big fan of sister jane dresses but I’m an even bigger fan of their customer service! I recently ordered a dress for a wedding and had a problem with the bow. I contacted them for an exchange... See more
Company replied
Sister Jane is great! We all love their quirky fabulously individual designs! And their customer services is just excellent, responsive and informative taking time to really answer questions and give... See more
Company replied
I'm a huge Sister Jane fan - and already have a few of the brand's stunning pieces in my wardrobe. I got a beautiful dress recently - but the small was too small and the medium was too big. I had a we... See more
Company replied
Company details
Written by the company
London-based womenswear label. Vintage-inspired accessible design with a high-end look & feel.
Contact info
36 Golborne Road, W10 5PR, London, United Kingdom
- hello@sisterjane.com
- www.sisterjane.com
4.5
Excellent
647 reviews
Replied to 95% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
No stars if possible
No stars if possible
Cancelled order due to late delivery, 17 days post order.
Customer service dreadful, kept flip flopping back and forth, accepted cancellation & then confirmed delivery.
Dreadful company to deal with. Comparable to interacting with a virtual agent, not Customer centric or resolution focused.
Would not order again if they paid me.
Update 22nd December
Response is indicative of poor customer service, delivery was dumped outside house. Signature was not requested, but recorded, Sister Jane promised to investigate..no response.
The tracking information showed the parcel sat for 7 days in last warehouse before delivery. Sister Jane confirmed second delivery date, which was not met either.
Delay was frustrating, however the customer service was the main reason i would never buy again from this company even if they offered 99% discount. beyond belief.
Facts ignored & very strange salutations to Signature!!
November 26, 2025
Unprompted review
Reply from Sister Jane
Dear Pat,
We’re very sorry for the delay you experienced with your order. Even when circumstances are beyond our control, this does not represent the level of service or experience we aim to provide to our customers.
Our team kindly explained that once an order is already in transit, it cannot be cancelled. During this time, we continuously escalated the matter with the courier to ensure the smoothest possible delivery. Thankfully, your order was successfully delivered despite the courier delays experienced during the Black Friday period.
We sincerely apologise for the inconvenience this caused and for any frustration along the way. As a gesture of goodwill, we issued a 10% discount in the hope that your next purchase with us will be a bit easier.
Thank you for taking the time to share your feedback as it is genuinely appreciated and helps us improve.
Kind regards,
SJ x
I gave Sister Jane a 5 star for the…
I gave Sister Jane a 5 star for the wonderful attention, kindness and support Anna gave me. She did all she could to expedite my dress and I am very grateful to her. Merry Christmas Anna. You truly shine! ❤️
December 10, 2025
Unprompted review
Reply from Sister Jane
Dear Aisling,
Thank you for the lovely review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Great service🌸
December 8, 2025
Unprompted review
Reply from Sister Jane
Dear Marija,
Thank you for the sweet review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
The customer service is really good
The customer service is really good. Very helpful and speedy. It’s a shame that you have to pay for returns (unless the clothing doesn’t fit). The sizing is a bit crazy. I’m normally a size 14 but with Sister Jane I’m L+. Although one dress I bought in L+ was too big for me around the bust. The dress I’ve kept is really beautiful , flattering and unusual. I just wish the sizing was a bit more consistent and realistic.
December 9, 2025
Unprompted review
Reply from Sister Jane
Dear Jane,
Thank you for the lovely review!
We really appreciate you taking the time to share your feedback. We aim to provide as much support as possible through detailed product measurements and our extensive size guide, and our customer service team is always on hand to offer personalised sizing advice whenever needed.
We’re delighted to hear you loved the dress you kept, that truly means a lot to us.
Kind regards,
SJ x
Reply from Sister Jane
Dear Shirin,
Thank you for the sweet review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Bea from Sister Jane team was…
Bea from Sister Jane team was exceptionally helpful. Nothing was too much for her, she was really happy to assist and always wanted to find solution.
I trusted her professionalism.
Thank you
Seb
December 4, 2025
Unprompted review
Reply from Sister Jane
Dear Seb,
Thank you for the sweet review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Bea x handled everything for me with…
Bea x handled everything for me with great care, and the outcome was excellent. Thanks to her assistance, the refund process for my clothes is now proceeding smoothly and effectively. I truly appreciate her help.
December 1, 2025
Unprompted review
Reply from Sister Jane
Dear WENJIE LI,
Thank you for the lovely review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Lovely clothes but horrible service
Lovely clothes , usually buy from JohnLewis but decided to try their original website, they are very good until pre sales and then once sold the service drops, untrained professionals who cannot understand but follow a robotic approach, please stay beware before ordering and process , better to order from other sites, while their clothes are lovely but if service, refunds and customer centric approach is not in place no use of those lovely clothes
I was dealing with Anna who was the most unhelpful.
Bear in mind return was 24 hour delayed due to extreme unavoidable issue but seems they really need customer money
Please be careful guys. Have been shopping responsibly with most brands online and can tell you DO NOT BUY FROM Their DIRECT WEBSITE , they ll find every excuse to never refund.
December 3, 2025
Unprompted review
Reply from Sister Jane
Dear Business,
Thank you for taking the time to share your feedback with us. We’re truly sorry to hear about your experience and that our service did not meet your expectations.
We really appreciate your support of our brand and designs. Unfortunately, your return was shipped outside of our return window, which is in place to ensure all our customers are treated fairly and equally. We understand that life happens and delays can occur, which is why we kindly ask our customers to reach out within the return window if there are any issues.
As an exception, we have issued your refund in the form of a gift card to make your next shopping experience with us a bit easier. Please rest assured that our goal is always to help our community, provide tailored advice, and deliver the best possible care.
Kind regards,
SJ x
Thank you, Maria <3
Maria was extremely helpful and professional!! She responded to my inquiry promptly and made the process seamless.
It was my first time ordering from SJ and my order has yet to arrive so I can’t say much about the quality, but the excellent customer service alone speaks volumes about this company :)
I’ll definitely be ordering again and I’m soo excited to try on all the cute dresses I ordered!
December 1, 2025
Unprompted review
Reply from Sister Jane
Dear iris,
Thank you for the thoughtful review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Super fast delivery and for my returns…
Super fast delivery and for my returns Bea was really very helpful, which made the whole process so much easier.
December 2, 2025
Unprompted review
Reply from Sister Jane
Dear annie,
Thank you for the lovely review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Customer Care - alternative size suggestion
I ordered a dress in M but it was out of stock when it came to ship. Bea contacted me to see if an alternative size would be an option rather than cancelling my order. I appreciated being asked as I really liked the dress and it meant I didn't have to reorder in a smaller size myself (if the cancellation had been automatically put through).
November 28, 2025
Unprompted review
Reply from Sister Jane
Dear Mel,
Thank you for the sweet review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Great clothes and a very nice customer…
Great clothes and a very nice customer support.
December 2, 2025
Unprompted review
Reply from Sister Jane
Dear Marlene,
Thank you for the lovely review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Great company
Absolutely love everything about this shop! As well as phenomenal clothes, the customer service is on point! Friendly, efficient, and helpful, I couldn't have asked for more, especially for an issue which was my mistake in the first place!
December 1, 2025
Unprompted review
Reply from Sister Jane
Dear Rachel,
Thank you for the lovely review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Amazing customer support
My municipality was flagged because it used to have a different name, and the system didn’t recognize it at first. The Sister Jane team reached out immediately to clarify the details and were incredibly kind and helpful throughout the process.
Really impressed with their customer care!
December 1, 2025
Reply from Sister Jane
Dear Endrit J Sadiku,
Thank you for the sweet review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Hello a huge vote of confidence for BEA
Hello. I had a rather complex mission to attain. I wanted to but a surprise gift for my goddaughter and have it sent to her in time for her birthday and omitting the price/invoice. BEA WAS EXCXEPTIONAL. She offered trusted advise and helped me successfully. The gift is now a size too large but once again Bea has taken the natter in hand and liaising with my goddaughter to have it returned and to chose a new gift. All this said I have been praising your wonderful client service and willl come back for more. Thank you Bea you are just wonderful.
November 28, 2025
Unprompted review
Reply from Sister Jane
Dear Ludy,
Thank you for the lovely review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Bea was very helpful with my return.
November 24, 2025
Unprompted review
Reply from Sister Jane
Dear josie,
Thank you for the lovely review!
We really value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Lovely shop and top quality service
Lovely shop and fantastic quality used in the tops and dresses. A special mention for the excellent, comprehensive and timely customer support from Maria. She is a credit to the company.
November 24, 2025
Unprompted review
Reply from Sister Jane
Dear Karen,
Thank you for the sweet review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
I accidentally ordered my parcel to the…
I accidentally ordered my parcel to the wrong address and was able to update this with customer service within the hour. The quality of Sister Jane dresses is superb and so is their customer service!
November 25, 2025
Unprompted review
Reply from Sister Jane
Dear Emily,
Thank you for the lovely review!
We really appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Wonderful Whimsical Fashion
Wonderful quality, service and style. Kris and Maria provided exceptional customer service, a seamless experience in purchasing whimsical, fun and opulent pieces. The clothing is exceptional and the service professional and polished.
November 20, 2025
Unprompted review
Reply from Sister Jane
Dear Jennifer,
Thank you for the sweet review!
We truly appreciate and value your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
Fabulous clothes Fabulous service ❤️
November 19, 2025
Unprompted review
Reply from Sister Jane
Dear Cheryl,
Thank you for the lovely review!
We really appreciate your feedback as it contributes to our continuous improvement. We're always here to provide the best shopping experience to our amazing community.
Kind regards,
SJ x
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