Soeur Reviews 

UPDATE: By contacting Klarna, who intervened on my behalf, I was finally able to get a refund (no thanks to Soeur). If you are waiting to get a refund from this sub-par company, I would suggest going directly through your payment method/bank who may be able to escalate on your behalf. Alternatively, Souer finally got back to me after 3 days of emailing them with a link to an external complaints company. No apology or accountability shown. Anyway, you could always try filing a complaint here with their parent company, Global-e (I can't add a link here... but keep pestering Soeur and they might share it with you).

Good luck!

I've never written a Trust Pilot review before but was compelled to by Soeur's substandard level of customer service.

I returned a coat, which DHL tracking indicated had been received at the warehouse within the mandatory 14 day return window (20th January).

I was in touch with Soeur on 2nd February to enquire about the return (seeing as I had still heard nothing back from them after 2 weeks). I received an instant reply informing me that the item was being examined and that I would hear from them in due course.

Two weeks later and I emailed again today (17th February). I received the same automatic copy and paste response. When I pushed for a more exact timeline as to when I could expect my refund, I was told within 5-7 days. That is way outside of the 28 days I have waited to have any communication from them.

The customer service team have since ignored both my follow-ups emails.

It is clear that the company is unequipped to handle online returns. The lack of assistance is at best unnerving and at worst fraudulent. I only wish I'd consulted the many pages worth of 1 star reviews before choosing to shop here. Truly staggering.

I have been in touch with Klarna to look into the issue, seeing as Soeur's customer service team is, apparently, a series of AI generated automated emails.

I am still awaiting a response.

Do NOT buy from them. Horrid customer service, only automated messages. Very disappointing for the price point. I wouldn’t recommend, I wish I had read the reviews before buying.

I placed and payed an order for 344,-…

I placed and payed an order for 344,- on 9th of january, I have not received the parcel, nor has it been delivered to my address or a pick-up point.I have been writing Team Soeur 8 times, they let me waite they replyed 2 times but donot come with a solution. Even now, after a month they donot come with a solution (pay back or send me a new order)

Great customer service Beautiful suede bag Lovely spacious interior

I have never found denim trousers that fit me until I discovered your brand! I am so happy to finally have trousers that fit perfectly and are good enough quality for me to enjoy in hopefully many years to come!
so Thank you!

I received an item with a defect and wanted to return it. To start a return, Soeur requires you to submit an online return request and then wait for an “approval” email with instructions. I don’t understand why a return needs approval—returning a defective item should be straightforward and a basic customer right. I have written several emails and I’m still waiting for the return instructions. Very disappointing first experience.

Everything is bad with soeur.

Bad customer service, which cannot provide any valuable or useful information.

3D card authentication does not work - I clicked cancel to stop order on 3D authentication (which should reject payment) and payment was still done.

Return generation link do not function, so cannot create return.

Tracking link does not function, so cannot track order.

I am so sad I did not check TrustPilot before placing my order. It was such a mistake..

Considering all of the above - wondering, if soeur is fraud or bankrupt.

Excellent service. Immédiate réponse and resolving of issue. On the top kind messages exchanges. Definitively, Maison Soeur is a reference and 5 * brand.

I initially experienced an issue with my order, as one pair of shoes was missing from the delivery.
After several follow-ups and escalation via Klarna, the second pair was eventually delivered.
I appreciate that the situation was ultimately resolved, and the shoes themselves are of good quality. However, the overall process took more time and effort than expected, with some inconsistent communication along the way.
Given that the brand operates in a luxury price segment, I would have expected a smoother and more straightforward customer service experience.
In the end, the order was completed successfully, but there is definitely room for improvement in communication and order handling

Really bad customer service trying to get my refund back sent several emails no response and now on what’s app still waiting on a response on my refund!!!
Will not shop with them again!!!

Beautiful shop featuring exquisite clothing and accessories for women. The fabrics and cuts are stunning. Everything I purchases was made in Paris!
The owner was warm and helpful. I chose a beautiful top and a warm coat.

Excellent products with great workmanship

I bought a pair of boots, returned it and Soeur does not want to refund the return after 8 weeks, they mentioning they will get back to me and does not do anything!!

I'm very dissapointed as I was a client and today so many company are unreliable that I did not expect that from them!

Great clothes, shocking service. In the UK the in-store team are great and super helpful. The email support staff are rude and unhelpful. If you want to get anything, do it in-store. Not online!

Outstanding customer service and fabulous clothes

Great service!
I got a reply really quickly and was helped super well. Everything was handled smoothly and without hassle. Really appreciate the support — thank you!

Ιmmediate response, great costums service

WEB456408 and WEB467723

I ordered a pair of boots on 2 October. They arrived damaged. I reached out to customer service and sent pictures of the damage. They confirmed I could send the boots back for an exchange.

I sent the item and an exchange was processed. BUT I received the SAME damaged boot again on 20 Oct. Customer service apologised and confirmed they have the item in stock for an exchange. So I sent the damaged boots back to Soeur again.

Soeur received those boots on 28 October. Customer service has since been ignoring my emails asking for an update. I don’t have the boots or my money.

Absolutely shocking service - I have been a regular customer for some time. You charge very high prices but your customer care and service is not worth even 2 pence.

Please respond to my emails and process my exchange PROPERLY (do not send the same faulty pair back!).

I tried to return an item but needed assistance. What a joke! The prices suggest a luxury brand but this is nothing more than a bargain basement outfit.

Will never shop here again. Just not worth it.