I have purchased from Sugar before as they were selling an item I'd been looking for and couldn't believe the price as the item was the sale. The item arrived in two days of purchasing which i thought... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Just recieved my order from sugar, very nice packaging and the shoes are great!! Very fast delivery w dhl express, getting the things done in just 24h from italy to ro, that s what i call premium serv... See more
Company replied
Ordered a jumper came the next day all the way from Italy impressive as I’m in London would purchase again and would recommend for future purchases item was authentic and also well packaged 10/10
Company replied
Brilliant boutique. Had the item I wanted at the lowest price I'd seen. Arrived in the UK from Italy in only one day (!!!). Customer service were polite and replied quickly when they reached out with... See more
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Company details
Written by the company
CONTEMPORARY IDEAS ON FASHION - SINCE 1980. Luxury boutique and one-stop shop for everything fashion for more than 40 years, SUGAR boasts an exclusive selection of clothes, shoes, bags and accessories for man and woman. On our website, you will gain exclusive access to unique designs, special promotions and a selection of more than 300 brands, including new talents and iconic designers, such as Prada, Gucci, Miu Miu, Saint Laurent, Loewe, Loro Piana, Valentino, Bottega Veneta, Burberry, Moncler, Versace, Balmain, Balenciaga and many more.
Contact info
Corso Italia, 60, 52100, Arezzo, Italy
- +39 0575 354631
- customerservice@sugar.it
- www.sugar.it
4.6
Excellent
305 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from SUGAR
Dear Nichol,
We are extremely grateful for sharing your positive experience with us.
We are pleased to hear that your order was delivered so quickly and that we met your expectations in terms of excellence of the service. Timeliness and efficiency are core values for us, and we constantly strive to ensure an optimal shopping experience for our customers.
Your kind feedback is greatly appreciated and encourages us to continue in our efforts to provide impeccable service.
We hope to have the opportunity to serve you again in the future and provide you with an equally positive experience.
With our best regards,
SUGAR Staff
Could have been extremely good but...
Could have been extremely good but have some quirks.
First, the pros, the prices and the quality along with the communication is extremely good. I was getting the replies to my queries in a couple of hours before and after ordering which felt good. The products are authentic and great quality. The bag I purchased feels better in quality than I bought in the outlet store.
Now, the cons- the pricing is a scam. What you see on the page is not what you pay and there is no way to know the final price until it is too late. And by too late I mean, you will be penalised for not paying with the same amount anyway.
While paying with paypal, I got a notification on the paypal app that the final price could be higher and I will get to see the final price when I go back to the website - I did not get to see that and it just finalised it for me.
I messaged them to ask what the final price was, and they promptly reply saying the same amount that paypal suggested.
Because of the really high shipping cost, I thought maybe that is the import duty that the website talks about on their banners and terms and conditions and that is why they have confirmed it as a final price but lo and behold you get another price by the delivery company, which not only includes the import duty (which again I could have calculated myself) but horrible handling charges (that are not mentioned anywhere at all) too.
If I refuse to pay this, the website terms and conditions say that I will be charged for the import duty + shipping + handling charges and then refunded the remaining amount.
There fact that you have no idea how much a product costs until you receive it, and then you cant change your mind makes this website completely useless for me. Maybe it will work for others.
Edit: thanks for the response. I agree with everything but UPS charged me import duty PLUS HANDLING which was a complete surprise. The fact that it's not your company deciding it doesn't change the fact that I'm paying unexpectedly extra because of ordering from you. Just because you mention on the site that there are extra import chargea doesnt show what the handling charge by the courier company would be. Also paypal shouldnt be saying you'll get to finalise your order when you dont.
May 29, 2024
Unprompted review
Reply from SUGAR
Dear Customer,
Thank you for taking the time to share your detailed feedback on TrustPilot. We greatly appreciate your kind words regarding our prices, quality, and communication. We are delighted to hear that you were satisfied with the authenticity and quality of our products, and that our customer service met your expectations.
We are, however, deeply concerned to learn about your experience with the final pricing and additional charges. We strive to maintain transparency in all our transactions. Please allow us to address your concerns.
Pricing Transparency: our prices are clearly stated in our website. The potential price discrepancy might be due to conversion rates that the bank can apply to transactions since we accept only payment in Euro.
Shipping and Handling Charges: regarding the shipping costs and custom fees, we are sorry that you had such a negative experience. However, we wanted to remind you that the fact that custom duties are not included in our prices is written under the product description, before checking out, and in our policy in a clear and transparent way.
All duties, if any, are in the customer and must be paid upon delivery directly to the carrier.
For more information, you can refer to our policy:
- https://www.sugar.it/en-IT/policy/condshp
Since we do not include custom duties in the final price, differently from other boutiques, the custom duties payment is decided by the local government therefore the Italian custom duties have established the amount and not our company.
Customer Service and Refund Policy: Our terms and conditions regarding import duties, shipping, and handling charges are intended to cover costs that are beyond our control. In case you do not agree with this fee, please feel free to contact our customer service that have always been more than available and supported you answering to all your questions and explanation requests.
We genuinely value your feedback as it helps us identify areas for improvement. We are committed to enhancing our service and ensuring a more transparent and satisfactory shopping experience for all our customers.
Once again, thank you for bringing these issues to our attention. We hope to have the opportunity to serve you better in the future.
Kind regards,
SUGAR Staff
Formal complaint
Dear Sugar customer service ,
Subject: Formal Complaint Regarding Damaged Product and Excessive Shipping Charges
I am writing to formally lodge a complaint regarding my recent purchase of a Versace jacket from your website, Order Number
#202741
The issues I have encountered with both the quality of the product and the shipping charges are deeply concerning and have led to significant dissatisfaction.
Upon receiving the jacket, I immediately noticed that it was damaged. The linings are coming out, threads are visibly loose, and the color is faded, giving the impression of an old, worn-out item. This raises serious doubts about the authenticity of the product I received.
Moreover, the shipping process was highly problematic and unprofessional. Initially, the website indicated that the price included shipping was
PRODOTTO
Q.TY
TOTAL
Versace - Single-breasted blazer
VERSACE
SINGLE-BREASTED BLAZER
SIZE: 44 IT
1
€ 1.028
SUBTOTAL
€ 1.028
SHIPPING
€ 30
TOTAL
€ 1.058
so 1.058 € is
4,212.09 aed dirhams .
However, upon proceeding to checkout, the price increased due to additional delivery charges. I paid 4,365.09 aed these charges only to be informed later via email that there would be another €30 fee for delivery, which I reluctantly paid.
To my dismay, upon receiving the package today, I had to pay an additional 523
AED, far exceeding the €30 previously mentioned. This brings the total number of shipping-related payments to four, which is unacceptable. A professional website should not impose multiple charges for the same delivery shipment, and such practices come across as deceptive and exploitative.
In light of these grievances, I demand that you arrange for the collection of the defective product and provide a full refund for my purchase. The total amount paid, including the excessive shipping fees, should be reimbursed promptly.
Thank you for your attention to this matter. I expect a swift resolution and clear communication regarding the next steps.
Yours faithfully,
Jane
June 3, 2024
Unprompted review
Reply from SUGAR
Dear Jane,
We sincerely apologize for the inconvenience and dissatisfaction you experienced with your recent purchase from SUGAR.it. Your feedback is invaluable to us, and we are committed to addressing your concerns promptly and effectively.
First and foremost, we deeply regret that the Versace jacket you received did not meet your expectations in terms of quality. We assure you that we take product authenticity and quality very seriously. Our product are all authentic and we have a strict quality control process before the shipping of each item.
We have also proved to you with photos that the item that you purchased has left our warehouse in perfect conditions.
Regarding the discrepancies in the shipping charges, we understand your frustration and apologize for any confusion or inconvenience caused. However, our prices are clearly stated in our website. The potential price discrepancy might be due to conversion rates that the bank can apply to transactions since we accept only payment in Euro.
Regarding the shipping costs and custom fees, we are sorry that you had such a negative experience. However, we wanted to remind you that the fact that custom duties are not included in our prices is written under the product description, before checking out, and in our policy in a clear and transparent way.
All duties, if any, are in the customer and must be paid upon delivery directly to the carrier.
For more information, you can refer to our policy:
- https://www.sugar.it/en-IT/policy/condshp
We genuinely value your feedback as it helps us identify areas for improvement. We are committed to enhancing our service and ensuring a more transparent and satisfactory shopping experience for all our customers.
Once again, thank you for bringing these issues to our attention. We hope to have the opportunity to serve you better in the future.
Yours sincerely,
SUGAR Staff
Very good experience
Very good experience. Yes you will have to pay import customs duties but it's clearly stated on their web site.(So take that into account )Very fast delivery to the UK with continuous updates along the way. I recommend 👍
May 31, 2024
Unprompted review
Reply from SUGAR
Dear Khristy,
Thank you so much for taking the time to share your positive experience with Sugar.it on Trustpilot.
We are absolutely delighted to hear that you had a very good experience with our service. We strive to provide clear and transparent information on our website, especially regarding import customs duties, and we appreciate your acknowledgment of this. Your understanding and consideration of these details are greatly valued.
It’s wonderful to know that our fast delivery service and continuous updates kept you well-informed throughout the process. We believe that timely communication is key to ensuring a smooth and satisfying shopping experience, and we are pleased that we could meet your expectations.
Your recommendation is incredibly important to us, and we are grateful for your support. Should you have any further questions, need assistance with future orders, or have any suggestions for us, please do not hesitate to reach out. We are here to assist you in any way we can.
Thank you once again for your kind words and for choosing Sugar.it. We look forward to serving you again in the future.
Kind regards,
SUGAR Staff
Reply from SUGAR
Dear Dominic,
Thank you for taking the time to leave such a positive review on Trustpilot.
We are truly delighted to hear that your experience with SUGAR.it was excellent. Your satisfaction is our ultimate goal, and we are thrilled to have met your expectations.
At SUGAR.it, we strive to provide not just products, but exceptional service that makes every interaction memorable. It's incredibly rewarding to hear that our efforts have resonated with you.
Thank you once again for choosing SUGAR.it. We look forward to the opportunity to serve you again in the future.
Warm regards,
SUGAR Staff
1st time client; positive experience
Positive experience regarding my 1st purchase on sugar.it. Authentic Gucci mules. Smooth experience/delivery- transactions.
May 28, 2024
Unprompted review
Reply from SUGAR
Dear Daena,
Thank you very much for taking the time to share your experience as a first-time client of SUGAR.it on Trustpilot.
We are delighted to hear that your first purchase with us was a positive one. Providing authentic products and ensuring a smooth shopping experience are among our top priorities, and we are thrilled to know that we met your expectations with your Gucci mules order.
Your satisfaction is paramount to us, and we are committed to maintaining the high standards that have contributed to your positive experience.
Thank you once again for choosing SUGAR.it for your fashion needs. We look forward to serving you again in the future.
Warm regards,
SUGAR Staff
Reply from SUGAR
Dear Annie,
We would like to express our sincere gratitude for sharing your positive experience with us.
We are pleased to hear that the delivery of your order was on time and that you found brilliant the whole delivery process.
Our customers' satisfaction is a top priority for us, and we are happy to have met your expectations regarding the timeliness of delivery and the quality of service provided.
We greatly appreciate your positive feedback and hope to have the opportunity to serve you again in the future.
With our best regards,
SUGAR Staff
Misleading and terrible service
Misleading and terrible service. I received my order and I had to pay ONE HUNDRED POUNDS (GBP) for import custom duties to UPS. No where during my purchase did it ever mention that there was this additional fee. I have purchased from many other boutiques from Italy and it’s always waivered such as Cettire and LUISAVIAROMA. Never. Ever. Purchase from here. Better off just getting off the brand website. AVOID.
May 21, 2024
Unprompted review
Reply from SUGAR
Dear Saha,
thank you for the review and for deciding to share your experience with our boutique on Trustpilot.
We are sorry that you had such a negative experience regarding the custom duties of our website.
However, we wanted to remind you that the fact that custom duties are not included in our prices is written under the product description, before checking out, and in our policy in a clear and transparent way.
All duties, if any, are in the customer and must be paid upon delivery directly to the carrier.
For more information, you can refer to our policy:
- https://www.sugar.it/en-IT/policy/condshp
Since we do not include custom duties in the final price, differently from other boutiques, the custom duties payment is decided by the local government therefore the Italian custom duties have established the amount and not our company.
In case you do not agree with this fee, please feel free to contact our customer service that have always been more than available and supported you answering to all your questions and explanation requests.
We hope that we can be helpful solving this issue and to welcome you again among our most valuables customers.
Best regards
Sugar Staff
First time ordering from this company
First time ordering from this company, I must say that I will be a returning customer. Service and product is beyond expectations
May 20, 2024
Unprompted review
Reply from SUGAR
Dear Felisha,
Thank you so much for choosing SUGAR.it, and for taking the time to share your positive experience with us! We're thrilled to hear that your first experience with our company exceeded your expectations.
Providing excellent service and high-quality products is our top priority, and we're delighted that we were able to meet and exceed your expectations. We truly appreciate your kind words.
Hoping to have the opportunity to serve you again in the future and providing you with an equally positive experience.
Warm regards,
SUGAR Staff
I was thrilled to find these Valentino…
I was thrilled to find these Valentino shoes, much cheaper than anywhere else. Amazingly fast delivery. Would highly recommend using this wonderful boutique to all my friends.
May 20, 2024
Unprompted review
Reply from SUGAR
Dear Julia,
Thank you so much for taking the time to share your positive experience with us!
We're delighted to hear that you found the Valentino shoes you were looking for and that we ware able to exceed your expectations. Providing competitive prices and high-quality products is something we strive for at SUGAR.it.
We're also thrilled that you were impressed with the speed of our delivery service. Ensuring prompt delivery is a priority for us, and we're glad to hear that we met your expectations in this regard.
We take pride in being a boutique that our customers can trust and rely on. We're grateful for your support and look forward to serving you and your friends again in the future.
Warm regards,
SUGAR Staff
Delivery was fast and efficent!
I was surprised fo find the product available in the right size and color as i couldn't find it anywhere else. It was sold out everywhere!
The delivery service was efficient and smooth
April 30, 2024
Unprompted review
Reply from SUGAR
Dear Customer,
Thank you for sharing your positive experience with us.
We are happy to hear that you appreciated our fast and efficient delivery service. It is particularly gratifying to know that we could provide you with the product in the right size and color, especially when it was sold out elsewhere. Your satisfaction is our utmost priority, and we are delighted that we could meet your expectations.
We are committed to ensuring that every shopping experience is seamless and enjoyable for our valued customers.
Hoping to have the opportunity to serve you again in the future and providing you with an equally positive experience.
Warm regards,
SUGAR Staff
Excellent service
Excellent service, item arrived on time & as tracking provided stated.
Item perfectly packaged and box arrived damaged free.
May 9, 2024
Unprompted review
Reply from SUGAR
Dear Customer,
Thank you ever so much for taking the time to share your feedback.
We are truly delighted to learn of your satisfaction with our service.
We are committed to ensuring that every shopping experience is seamless and enjoyable for our valued customers.
Hoping to have the opportunity to serve you again in the future and providing you with an equally positive experience.
Warm regards,
SUGAR Staff
Misleading products
I order an advertised men’s belt. Ordered all the way from Italy just to find out it’s a woman’s belt. Now if I want to return it they charge a 30 euro fee plus shipping. This is ridiculous.
April 29, 2024
Unprompted review
Reply from SUGAR
Dear Isaac,
Thank you for providing further details regarding your concern.
We sincerely apologize for any confusion regarding the gender category of the advertised product. Please rest assured that our aim is to accurately represent our products and provide a seamless shopping experience for our customers.
However, as the product sent and purchased by you corresponds to the gender category advertised, our standard return policies apply in this case. Ferragamo produces thousands of belt models, and not all of them are the same size, but in any case on the SUGAR website the dimensions were clearly stated.
Ultimately we did not make any mistake: you bought a 3cm high Men's belt and we correctly shipped the selected belt. We also made ourselves available to receive the return and are waiting to receive the product to make the refund as per policy, since we strive to make our return policies transparent and fair.
Nevertheless, we value your feedback and will take steps to ensure that our product listings are as clear and accurate as possible in the future.
Should you require any further assistance or have additional concerns, please do not hesitate to contact our customer service team. We are here to assist you in any way we can.
Warm regards,
SUGAR Staff
Managed to snag a pair of NB sneakers…
Managed to snag a pair of NB sneakers that were proving impossible to get. Extremely fast shipping and item received perfectly. Couldn’t be happier!
April 14, 2024
Unprompted review
Reply from SUGAR
Dear Drod,
Thank you for sharing your positive experience with us.
We're delighted to hear that you were able to find the New Balance sneakers you were seeking and that our shipping process exceeded your expectations. Ensuring swift delivery and the safe arrival of your item is always our top priority.
Your satisfaction is of utmost importance to us, and we're thrilled to have played a part in making your shopping experience a successful one.
Should you have any further inquiries or require assistance in the future, please don't hesitate to reach out.
Warm regards,
SUGAR Staff
Great customer service
Great customer service, fast delivery, and overall flawless product. Only issue was custom fees. Nonetheless I’m satisfied with the product, thanks again
April 5, 2024
Unprompted review
Reply from SUGAR
Dear David,
Thank you for taking the time to share your feedback with us. We are delighted to hear that you found our customer service excellent, and that you were pleased with the fast delivery and the quality of our product.
We sincerely apologize for any inconvenience caused by custom fees. We strive to make our ordering process as transparent as possible, and we appreciate your understanding in this matter.
Your satisfaction is of utmost importance to us, and we are grateful for your support.
Thank you once again for choosing our product. We look forward to serving you again in the future.
Best regards,
SUGAR Staff
Above and beyond customer service!
March 21, 2024
Unprompted review
Good customer service
Company kept customer updated. Fast delivery time.
March 20, 2024
Unprompted review
Super fast delivery
Super fast delivery
and super happy with my purchase 👍👍
March 17, 2024
Unprompted review
Reply from SUGAR
Dear Customer,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are beyond happy to hear that you found your entire shopping experience with SUGAR pleasant and satisfying.
We can't wait to have you soon again among our most valuable customers,
Best regards
Sugar Staff
TERRIBLE EXPERIENCE RETURNING
I placed an order for an item from United States, the item did not fit, so I applied for a return and shipped it out, they charged OVER ONE HUNDRED AND THIRTY DOLLARS for the return and “import duties”, I had originally paid $469 for the item, I was refunded only $330, I have ordered many things from overseas and never paid such ridiculous fees for “import duties” aside from this they’re customer service is extremely cynical, rude and not helpful.
March 9, 2024
Unprompted review
Reply from SUGAR
Dear Gavi,
thank you for the review and for deciding to share your experience with our boutique on Trustpilot.
We are sorry that you had such a negative experience with the return of your order and the custom duties that you see withdrawn from your refund.
As regards the custom duties that we have withdrawn from the refund, we indicate that custom duties are at customers expense and that they will be deducted from the refund in the return instructions email, in a pop up that appears before checking out and in our policy section.
Since we do not include custom duties in the final price, differently from other boutiques, the custom duties payment is decided by the local government therefore the Italian custom duties have established the amount and not our company.
In case you do not agree with this fee, please feel free to contact our customer service that have always been more than available and supported you answering to all your questions and explanation requests.
We hope that we can be helpful solving this issue and to welcome you again among our most valuables customers.
Best regards
Sugar Staff
I was impressed how fast my order came…
I was impressed how fast my order came thank you so much I will be ordering from you all again.
March 3, 2024
Unprompted review
Reply from SUGAR
Dear Mia,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are beyond happy to hear that you found your entire shopping experience with SUGAR pleasant and satisfying and that we have become one of your references for your fashion purchases.
We can't wait to have you soon again among our most valuable customers,
Best regards
Sugar Staff
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