Smythson Reviews 79

The Smythson overnight bag was my
"(BIG) birthday" gift to myself.
I had wanted it for such a long time and it was a true splurge. We had a birthday trip planned to travel to London for the start of a two week cruise of the British Isles. With little time left to have the bag shipped to the US, I woke to an email that the overnight bag was on sale!
Frantic, I called Smythson for help in getting the bag in time for my vacation in the UK. I was able to purchase at the sale price and Aggie P a true angel of a person, arranged for the bag to be delivered to our London Hotel (free of charge) where I found it waiting beautifully and securely packaged upon arrival. Now, I call that going above and beyond the call of duty, in any language. The bag exceeded all expectation in style, quality, craftsmanship and beauty. The bag's maiden voyage and mine was exceptional. Thank you Aggie and all those who helped you along the way!

I have been dealing with Kayleigh with a more personalised order and she has been incredibly helpful - it’s a gift for a friend and I can’t wait for her to receive it!

Fantastic quality bags and purses from Smythson, even better when you can get them in the sale.
I can recommend the mini Lytton bag. Such a lovely design I'm tempted to get more colours!

Smythson is always my splurge for a birthday and I just love my tote that I purchased. I wanted a small tote that could also carry my laptop and this is the best design I have found. Everything fits perfectly and there are lots of pockets! Beautiful and functional.

Also, a huge thank you to Kana for spending the last two weeks working with Fedex to get this cleared from customs and emailed me daily with updates. Talk about customer service!! This is why I am a lifelong customer.

I ordered a custom photo album as an anniversary gift and was extremely impressed with the entire experience, especially the customer service from Aggie. She consistently responded quickly, was very helpful and patient, and made sure my order was exactly as I wanted it and that it arrived even earlier than when I needed it! She also kept me updated throughout the entire process.

The outstanding customer service aside, I am extremely happy with the album itself. Super high quality and looks great.

I wouldn’t hesitate to order from Smythson in the future and would highly recommend to others. Overall, 10/10.

I have recently placed my much anticipated first order with Smythson and had the pleasure of working with Katie. Not only has she provided me with exceedingly professional service, but she went above and beyond to make sure every detail of my order was executed perfectly. This will be the first of many orders I plan to place. Thank you so very much, Katie!

DO NOT BUY JEWELLERY BOX!! It has ruined all my jewellery. I got a brand new jewellery box and after 6 weeks of holding my jewellery I realised that almost all of it had completely tarnished. When I asked for a refund they refused unless I returned the box and said that they don’t assure customers that the jewellery box won’t tarnish your jewellery (including solid silver jewellery). The box is not fit for purpose and their customer service team is not fair

Super customer service from Adenike and Tracey, due to my own stupidity of sending the wrong handbag by return in error. They pulled out the stops to return my handbag and have gone and beyond with their customer care. Thank you both

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 :)