My bag needed repairing and so I sent it to Smythson to get it fixed through their repair service. I was very happy with the customer support that I received - very helpful and efficient. It is my favourite bag so I am very happy that it could be repaired.
We had a last-minute personalization order - Sarah made it all happen with the appropriate urgency and responsiveness. The communication was great and the order arrived even ahead of schedule.
Aside from having great quality products, Smythson's customer service is also amazing! I had the pleasure to deal with Katie R. She was so helpful and answered all of my questions. Her responses to my emails were quick and thorough. Do not hesitate to deal with Smythson!! GREAT COMPANY!! Thank you Katie!!
I reached out to inquire about their paper and if it can potentially be used for origami. The response from Sara was rapid and incredibly helpful. I received samples to test and inevitably made a purchase.
I ordered a notebook which was delivered to the wrong address. Have been chasing for a week for an update and was told DHL Express would re-collect the item from the wrong address and deliver it to the correct address, which hasn't happened. Have asked repeatedly for a refund. Won't be shopping here again, which is a shame as had really liked the brand but terrible customer service.
Thank you very much to the Smythson team, it is always a pleasure to visit the beautiful store at Bond Street and buying online. I would like to thanks Karen and Sarah from the customer service, Smythson seems to really care about theirs customers and it's very pleasant. Also, let's talk about the products, never disappointed in any way! I have been a Smythson's client for quit a few years now and I intend to be one for a long time. Cheers from France! Theo Alloy
Superb service and delightful products. Special help from Kayleigh at customer service was great. I cannot imagine not buying from Smythson. Beautifully crafted bags, books, home accessories and cards.
High quality and craftsmanship that one would expect from a leather goods store in the UK. From stitching, durable colors, rugged functionality to being very nice to touch and offering classic designs - Smythson stands apart from all others in the space. I've been a customer for close to a decade. Customer service is efficient, friendly and helpful. Katie Rich in particular has been a pleasure to deal with.
Order yesterday. Received today. The box was way to big for the item but that was okay. Lots of tape to keeper shut during transit. I used express delivery to receive it in one day. Had no problems. Items are shipped from Italy. Quality of the notebooks are top notch for fountain pens. For gel pens it’s a bit tricky and smudgy depending on the ink. Overall really pleased and had no negative experience what so ever.
Products ordered 6 Jan, paid for express delivery. The order was sent to the incorrect address (9 Jan) I called Smythson once notified the delivery had taken place and was told I had called and changed the delivery address (I hadn’t) items were to be re sent . One week later nothing had arrived so emailed then called again. 11 days from order to delivery is very poor .
I was not left particularly impressed. The sale order packaging was mediocre. The full price order was not expected to ship promptly. The cancellation process wasn’t smooth. Both, online order and delivery were cancelled but they retained £5.00.
I have bought notebooks online for a number of years, also have key rings and a card holder. All top quality products, they are a treat to own and use, customer service has always been great for me. I can’t imagine not being a customer of Smythson!
When one buys a product on the internet there is always a sense of jeopardy, so when one purchases from a company with pedigree and huge price tags there is a sense of expectance that there is more of a chance that things will go well. This is why I am particularly disappointed with Smythson. Their products are top quality as are the prices but the service they provide is awful. I bought a diary and had no comms and no diary. I phoned what sounded like someones kitchen initially and got told that the order was 'stuck' and it would be sent asap. A few more days and no confirmatory email and I rang a again (a very pleasant, charming and helpful lady to be fair) but once again there was a problem that the order hadn't gone through and it would be sent asap. This really isn't good enough for a brand of this quality - other wise I could have gone anywhere. Then had a drama with DHL - but that is something else. Not impressed - disappointed!
$800 olive-green backpack purchased less than a year ago badly scratched on front panel for no apparent reason. Company unwilling to assist, repair or offer any assistance. They sold a faulty product and will not stand behind it. Their website states that "there is a comprehensive repair service for all products." This is a lie.
Completely ripped off. Spent $1600 and in three uses leather coming off and they refuse to repair etc. I will never use this store again and am warning others not to. I am consulting lawyers as I asked them to repair it and they would not. Please stay away this is not worth it at all. They are marketing charlatans and sadly I liked how the bag looked and the feel but with such quality this is worth at best $30.
I have made several orders in recent times and both times items arrived damaged, not due to posting but due to poor manufacturing process it would seem. I would have thought that a brand like Smythson would have a better quality control process and not ship out items that are defective. Upon contacting Smythson the response was not great and they refused to honor a replacement item as they said they had no more "sale" items in stock. Had to go with a refund and look elsewhere (plenty of options) to spend my money.
My go to for personalised presents. Many thanks to Jack on their team for taking care of a tricky order.
Dear Trustpilot Readers, Sadly, I need to write this review. I was in Bicester Village for a day out and had to visit Smythson (it made a nice change from working in Central London and meeting clients). As a business woman notebooks, journals and yearly diaries are essential for me and I was a loyal customer till today. I received extremely poor service, it wasn't best of British but 3rd class, market style. I can't believe I am saying this but it was discrimination at its best. I was treated well, odd, and I felt uneasy, like I was a criminal and the only lady there was on her phone as I waited to pay, yes, she didn't stop as she fiddled with her mobile! And funnily enough, I'm paying 75% of her wages for the day with just that one purchase. So I went in all excited, good morning and mentioned, "please thank Jackie for her help" on Whatsapp BV Smythson enquiries. The lady was died in the eyes, like I was inconveniencing her. I felt uneasy throughout as I was being watched and not in a helpful/good way. I went through the books figuring out which size I wanted, colour and honestly I was uncomfortable. I wanted to get out quick, I grabbed one item I wanted, she was on the phone, right in front of me as I was waiting, and it wasn't a quick phone accidental look but took her time! Again, as I was troubling her. With my croc leather purse in hand, I asked to pay in cash and counted my notes, twice in front of her, and she was welcome to check too, count 20's, totally £120 notebook yet she counted three times, not discreet as if the money wasn't real and again took her time. It's ok if your struggle counting, maybe she needs time no problem, but it was the way it was done, it wasn't alot of money and really the whole experience off, to be polite. As I said not discreet, flippant manner and the whole line of events... It gets stranger... After counting my money, she then said, I have to 'check with my college'. No-one in the back, pops out in no-time. No worries, you need to check cash but, again, it wasn't discreet, and as if I was conning her. She meant, I need to go to the back to check all your cash isn't fake. There's a better way of doing that, well-mannered way, and I could see right through her. I didn't get this strange service Smthyson or other luxury establishments. Honestly, I didn't think anything of this whole experience at the time but... I remembered when I was browsing notebooks, as I wanted several, a lady came in, 1 minute, quick in and out, "I'd like to purchase a card" and she helped the customer, no mobile, responsive, quick and different service. She looked more like her! Atleast when she was helping the lady who looked like her, I got 1 min browsing peace. It's strange as she only picked up her mobile at the till, when it was me and her not the other customer. So I approach till, a few seconds after the card buying lady, and standing waiting to pay. I thought maybe I'm imagining it as I drove home, but no, discrimination! I'm a young multi-award-winning British Asian business woman in the tech space and I have never experienced anything like this, and it's not acceptable in any store. I will be sure to share this experience in my workshops, and when training my clients, big brands on how not to deliver luxury service. I was a loyal customer, yet not anymore. Especially in a day and age where diversity and inclusion is important, and client/customer service is key, Smythson served me discriminate. Furthermore, the Smythson shops are usually empty, be nice you got customer. I looked chic in my white blouse, leather jacket and trainers, my day off don't judge and be rude 🤦♀️ As I left I thought maybe she's having a bad day, she doesn't get paid enough to smile. So I smiled and said I get through journals very quick, so I'll be back soon, she just replied, can I have first part of postcode, as if she didn't care & trying to rush me out. Different to the lady before me, full postcode, listened, patient & typed. Some simple manners, it isn't difficult to be polite. Maybe, try thank you or if you need anything let me know, at any point she could have said thank you, not acting like she didn't want to serve me. Aspinal of London branches in London were better, high end service in Royal Exchange and near Regent St, professional, polite and extremely helpful. Also they leave you to browse too, but more inclusive and don't judge like Smythson. I'm spending good money, I've travelled far, I expect decent service and I'm not asking for much. If staff are trained not to communicate with buyers, it defeats the purpose of the store, keep it online only. Maybe she was well unhappy years in retail, maybe seeing a young lady purchasing Smythson she felt threatened, I'm not sure, but something was off. Bottom line, I'm disgusted with Smythson for hiring people who obviously discriminate.
I bought a leather pocket diary to replace my previous ( also Smythson ) which had started to wear after approx 15 years so not unhappy . My new one detached from the wallet having had it approx two years . I took to Smythson store where I bought it and they suggest contacting customer services who may be able to replace as it’s current stock or repair . After a long wait customer services finally informed me that I can have it repaired in Italy for £60 plus my postage costs. I think this is really poor, a diary costing £200 should last longer than a couple of years - will be replacing but not with another Smythson product . Customer service appalling .
Chihiro of Smythson - Bicester Village is the definition of customer service. Browsed their items through their WhatsApp catalogue and found the Business bag I wanted. Sent a text to check of its availability and the lovely Chihiro responded back to me in the morning, confirmed that they have it and she’s going to put it away for me. Arrived almost 6pm due to train delays from London. When I got to the store, I asked one of the staff about the business bag and she said that they don’t have it. Thankfully, I have Chihiro’s message so the lady went to the back stores and took out the bag for me. It was so gorgeous, both in pictures and in reality. I met Chihiro and she served me, checking if I needed any help, she was just so attentive without being annoying (if you know what I mean) Thank you very much Chihiro.. You’re my Smythson hero! Absolutely recommend Smythson in Bicester village not only because of their superior quality leather goods but also for the really good value outlet price.