Smythson Omdömen 

Fantastic customer service who were extremely helpful and proactive in sourcing an item at short notice!

This is my first time ordering notebooks and diaries from this brand. so made a change throughout the ordering process and had many questions. Katie R- the customer service agent taking care of all my questions has been absolutely fantastic: super patient, kind and focused on ensuring i get all the questions resolved. She was also always super prompt in her responses. Really, a total delight.

Complaint Regarding Unfair Customer Service and Failure to Disclose Terms at Smythson, Sloane Street Store

This is a complaint regarding the unsatisfactory customer service I experienced at the Sloane Street store and the lack of adequate communication about the terms and conditions associated with my recent purchase.

I purchased an item that was on sale at your Sloane Street store. At no point prior to or during the transaction was I informed of any specific terms or conditions attached to the sale of discounted items. Had I been informed, I may have reconsidered my decision to purchase the item.

Coincidentally, I received the exact same item as a gift a few days after my purchase. Given the unusual nature of this situation, I contacted your customer service team, who advised me to visit the store and speak directly with the manager.

When I visited the store, I explained my situation to the manager and requested a resolution in the form of a gift card instead of a refund, acknowledging that the item was purchased during a sale. I was transparent and provided evidence that the same item had been ordered as a gift prior to my purchase, demonstrating that I no longer needed two identical items.

Despite this, the manager declined to offer a resolution beyond an exchange, leaving me without time or information to consider suitable alternatives. This rigid approach caused me significant distress, embarrassment, and inconvenience. It is particularly troubling given that:
1. The terms and conditions of the sale were not disclosed prior to or during the transaction.
2. The item was in its original, unopened condition and was purchased only six days earlier.
3. The sale was processed as the store was closing, potentially contributing to a lack of communication from staff.

For comparison, I recently made a purchase at another retailer, Thom Browne, where I was explicitly informed prior to completing the transaction that I had 14 days to return the items. Such transparency is what I would have appreciated from the Smythson staff.

Although the Smythson online customer service team has consistently provided excellent and satisfactory assistance, my in-store experience was deeply disappointing. As a loyal customer who has spent significantly on client gifts in recent months, this incident has left a bitter impression.

I urge Smythson to reconsider its policies regarding the communication of terms and conditions at the point of sale and to provide more flexibility in handling exceptional cases such as mine.

Despite being exhausted from work, I visited the store promptly to resolve the issue but left feeling dismissed and frustrated by the lack of consideration. The absurdity of all.

I would, however, like to extend my gratitude to the online customer service team, who offered a stellar resolution and consistently provide exceptional service.

Absolutely love their notebooks and the superb paper quality. Shipping is always super fast. Customer serivce (I had contact in the past with both Katie R. and Aggie P.) was always very prompt and flawless. They go out of their way to ensure a smooth transaction and to answer all questions you might have. Wished all companies were like that!

For my first Smythson online purchase I wanted a product that was unfortunately sold out on the European website and thus contacted customer service to see if there was still stock somewhere else. In all honesty I thought there was no chance to make this happen but still wanted to give it a try. I had the absolute pleasure of talking on the phone to Tracey, who was incredibly kind and patient with all my requests, and she actually sourced the product I wanted and arranged the purchase. As I had another question going forward I ended up contacting customer service again and was immediately helped by Sarah, who even told me she took over from Tracey and knew everything she needed about my case (which is so rare nowadays where customer support is outsourced and has nothing to do with the company you’re doing business with; I truly appreciated this). Sarah was also amazingly kind and went out of her way to answer all my questions in several emails. I felt incredibly valued and well taken care of — and this as a first time customer! During this process I bought another product (without assistance as it was in stock) just because I felt the value of both Smythson products and service was outstanding. I cannot thank Sarah and Tracey enough and will vouch for Smythson customer service quality to anyone.

And just a word about the products even though this is not the main point here: There should be no mistake that Smython’s products are impeccable and there is nothing beyond it in leather goods. I work in academia and even though I enjoy luxury goods it would never occur to me to carry logos in general and to work especially as it would be incredibly gauche. I needed a writing folder to bring to meetings with faculty, donors and other stakeholders. It has to be classic, refined and understated and this is exactly what Smythson is. Anyone who is looking for true luxury (as in exceptional craftsmanship and materials) will find it at Smythson.

Boring design - always the same! All they change from season to season is the color. This explains why they regularly offer 50% off (+ extra 10%).

I contacted Smythson customer service directly as I could not place my order online. Their representative Sarah assisted me with my order which was at my home in canada in 4 business days. Excellent service and a gorgeous product.

Katie from customer service was so professional and efficient at dealing with my Smythson order. My parcel was not delivered by DHL,nothing to do with Smythson, she contacted them and arranged for a new delivery date. She has such a kind at soft manner. Today I got my new wallet and I am delighted.
Thanks Katie!
Gloria

Sarah on the Smithsonian team reached out to me about placing my annual order. It was so kind of her, and she went to the extra mile to make sure I got exactly what I wanted. I’m a small customer, but Sarah made me feel like an important one.

I contacted 'customer service' live chat help via the website as I wanted information as to whether an item I wanted to purchase as a gift could be stamped same-day and delivered the next. The agent suggested she will speak to her team and revert. I then received an email from 'Aggie' 5mins later who said that they could and I bought the item. It was shipped with tracking information.

The next day she checked the tracking, and realized it was not delivered and took the initiate to call DHL to help rectify and she then gave me a call to ask what had happened and that she was very sorry. She did not have to do this but went above and beyond any expectation... it was out of her control, yet she still tried to help and I am truly blown away.

All I can say is, it's always been such a pleasure to deal with any of the Smythson team. They really do make the customer experience one which is friendly, efficient, meticulous and smooth... which is why they're second to none! A fantastic iconic Brand with an impeccable customer team!

Smythson experience is always an experience that leaves me with a smile. Once again today, my experience reaffirmed my belief that Smythson apart from luxury goods, aims and achieves the best customer experience and customer care, both in store and the over the phone and email. The customer service team is brilliant; polite and courteous, finds solutions to fit the needs of customer and keeps you informed at every step. I am a devoted customer for all of the above reasons, as admittedly my every experience with Smythson has been an excellent one.

Quick replies and assistance!

Great experience :)

Sarah in Customer Services was delightful. Very prompt and professional in her responses. She resolved my issue so quickly and efficiently. I am very happy with my purchases and my experience. I would have no hesitation in recommending Smythson due to their (Sarah’s) exceptional service!

Smythson customer review was really helpful in arranging for my bag to be mended. Sarah was super prompt in providing an estimate and a step by step guide on the repair process. End result was fantastic and my bag has a new lease on life.

Efficient and speedy delivery as I requested. Always greatly presentable gifts

I needed to update address details, check a gift issue and ensure delivery on time for a particular present and Karen Lockwood was exceptional in customer service. Smythsons's products are top notch- and I can say now, so is their customer service. Made the whole experience very efficient and very enjoyable.

It would be terribly remiss on my part if I did not share with you the extraordinary customer service, care, attention to detail, assistance, professionalism and kindness that was extended to me by Adenike Olushegun-Williams.

Considering that I was given an extremely tight deadline by my boss to purchase, personalize and have something arrive in Paris, it would have been quite difficult to achieve had I not had the good fortune to be assisted by Adenike every step of the way.
Adenike took the time to send me mockups of the items with all choices clearly laid out that I was able to present, and therefore get quickly needed responses from my boss.
The closing of the NY store was a loss and it is reassuring to know that you are all just an email or phone call away.

My thanks again for your impeccable customer service.

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!!