Iâd bought an item of footwear from Paul Smith and the slides were awful to wear, causing blisters and pain. I rang customer services and spoke to Joshua, explained my situation and from there on in... ãã£ãšèŠã
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Have bought a few things online without any problems until recently. PS customer service were excellent in resolving my issue even although they were blameless. Natalie M took control and kept me... ãã£ãšèŠã
Absolutely amazing customer service from the Paul smith team. Had an issue with a pair of trainers and went above and beyond to sort the issue. Couldnât be happier with the outcome. Thank you so much.... ãã£ãšèŠã
Excellent customer service and a great experience. The team responded promptly and handled my request with professionalism and kindness. I received a refund for a bracelet I had purchased, and to my... ãã£ãšèŠã
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Paul Smith is Britainâs leading independent design company. Paul Smith champions positivity, curiosity and creativity. These qualities underpin every Paul Smith design, whether itâs a shirt, a shop or a special collaboration.
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Poplars, NG7 2PW, Nottingham, è±åœ
- +44 (0)115 968 5821
- customerservices@paulsmith.com
- paulsmith.com
4.5
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Impeccable
Super easy customer care although the new phone system is terrible. Paul smith customer care is 2nd to none
2025幎12æ11æ¥
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Paul Smith ããã®åç
Good morning, Chris!
Thank you for taking the time to share your feedback with us.
I'm firstly sorry to hear that you have experienced issues with our phone system. This will be looked into as talking though issues is by fer the best way to resolve them!
That being said, I am delighted to hear that we were able to help resolve your issue and turn a problem into a positive experience!
If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
I had a problem with a pair of jeans IâŠ
I had a problem with a pair of jeans I bought back in May and my problem was dealt with swiftly and pleasingly with no trouble whatsoever by Kereine
2025幎12æ15æ¥
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Paul Smith ããã®åç
Good morning, Nick!
Thank you for taking the time to share your feedback with us.
I'm delighted to hear that Kereine was able to help resolve your issue. I will pass on your compliments and make sure she knows that you appreciated her help!
If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
great customer service
customer service was swift and impressive
2025幎12æ15æ¥
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Paul Smith ããã®åç
Good morning, Jeremy!
Thank you for taking the time to share your feedback with us.
I'm delighted to hear that we were able to help resolve your issue quickly and without any problems!
If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Jemma in Customer Service was fantasticâŠ
Jemma in Customer Service was fantastic from start to finish.
2025幎12æ11æ¥
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Paul Smith ããã®åç
Good morning!
Thank you for taking the time to share your feedback with us.
I'm delighted to hear that Jemma was able to help resolve your issue. I will pass on your compliments and make sure she knows that you appreciated her help!
If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Love the Try Before You Buy service
We utilised their Try Before You Buy service and found it to be brilliant! You choose what you want online and a concierge service brings the items you have selected for you to try in the comfort of your own home. The whole experience was very seamless and it was especially useful to be able to order several sizes/styles to try at home and only pay for the ones you are keeping without troublesome return.
2025幎12æ10æ¥
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Paul Smith ããã®åç
Good morning, Chowee!
Thank you for taking the time to share your feedback with us.
Itâs great to hear youâve had such a positive experience shopping with us. We look forward to seeing you again soon!
If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
fair + competent + nice!
Jemma was the perfect mix of fair, competent, and nice...a rare combination in this day and age and much appreciated by me.
2025幎10æ24æ¥
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Paul Smith ããã®åç
Good morning!
Thank you for taking the time to share your feedback with us.
I'm delighted to hear that Jemma was able to help resolve your issue. I will pass on your compliments and make sure she knows that you appreciated her help!
If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Desperately disappointing service
I ordered six items on the 1st December and these were supposed to be delivered later that week. I received one of the items last week although it had been mentioned in an e-mail that all six items would not be delivered together. After hearing nothing else I contacted Paul Smith yesterday and was advised that the remaining items were being despatched yesterday and would be delivered today. To my dismay when I received the items there were only three of the remaining five items in the package. I again had to waste my time and my effort speaking to a lady on the phone who could not immediately advise what was happening. I have now received an e-mail advising that the items I had ordered were actually out of stock and I would not be receiving them. My question is had I not chased them when was I going to be advised that there was an issue with out of stock items or when I would receive the three items that were delivered today. This is not the first time this has happened and after ordering quite a large number of items over the past couple of years I do not expect I will use them any more. I had deliberated about whether to purchase these items from Paul Smith or some other items from Hugo Boss and I only wish now I had gone for the latter. The lady I spoke to was Freya and my criticism is not towards her personally as she was polite and courteous and got back to me within the hour as she had promised to do. I would just have hope that a supposed premium and esteemed business like Paul Smith would have had more accurate stock control systems so as not to disappoint customers. Given as I mention this is not the first time this has happened I will take my business elsewhere.
2025幎12æ9æ¥
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Paul Smith ããã®åç
Good morning David,
Thank you for taking the time to reach out to us.
I am very sorry to hear of the issues that you have had regarding this order. I can only apologise for the out of stock items that our system allowed you to purchase. Towards the end of the season, stock tends to run low, but at the same time, this is when customers are often purchasing presents and so out of stock items can be particularly disappointing.
What is even more frustrating is the fact that you had to reach out in order to resolve this issue. Rest assured we are looking into why the out of stock items were not flagged prior to shipping and we will do what is needed in order to rectify this going forward.
I have looked at your order history and can see that you are a long standing customer so I would be saddened if this issue caused you to turn your back on us. I can see that my colleague has offered you a goodwill gesture in regard to your issue and so I hope that this has gone some way to remedy the frustration you faced.
Kindest regards,
Paul Smith Customer Experience
Had issues to start but they were eventually corrected
My partner ordered some shoes from Paul Smith and decided to try out this Harper service, scheduling it for the weekend. He was honestly so excited about it and kept telling me about it for the coming week.
The day before they were scheduled to arrive, he got an email saying they were due to arrive so it seemed everything was on track.
Then Saturday came. Nothing came through. No shoes, no person at the door, no email, no text. Just complete silence. It was incredibly disappointing. He emailed them asking what had happened but we had to wait till after the weekend to hear from them.
Apparently their system flagged up a fraud alert and now he has been completely banned from using it forever with no way to resolve it or prove his legitimacy.
The lack of communication on this was appalling, they could have sent us the cancellation before we stayed in doors the whole weekend waiting for these people to arrive.
And now they've decided to lose a genuine customer who was very likely to purchase from them. On top of that, due to their messing about, the shoes he wanted are no longer available at all.
My partner tried to talk to Paul Smith about it but they said it was nothing to do with them and he should talk to Harper about it. If it's nothing to do with them, then they shouldn't offer services of dubious quality. Because they offered this service, it has prevented my partner from being able to buy the shoes he wanted so yes, it is to do with them.
---
Update: After raising this review Paul Smith contacted me to see if they could rectify the situation if we didn't manage to sort out anything with Harper. We did end up sorting things out with Harper in the end but I still appreciated the potential offer. There was also a complication where a gift card had somehow been counted as being used by the order that got cancelled when it hadn't been used for which I emailed customer service about and they quickly sorted that out for me
2025幎12æ6æ¥
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Paul Smith ããã®åç
Good afternoon Christine,
Thank you for taking the time to reach out to us.
I am very sorry to hear that you have had an unpleasant experience with your recent order. I have spoken to our team who look after order fulfilment but they don't seem to be aware of your case.
I have requested more information from you to that I can identify your order and hopefully find a resolution to what sounds like a very frustrating situation.
I look forward to hearing back from you soon.
Kindest regards,
Paul Smith Customer Experience
Outstanding Customer Service
Service received was outstanding. Very professional and unbelievably helpful.
Best customer service Iâve had from a retailer
2025幎11æ1æ¥
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Paul Smith ããã®åç
Good morning!
Thank you for taking the time to share your feedback with us.
Itâs great to hear youâve had such a positive experience with our team, we hope to see you again soon!
If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Fast delivery great quality
I order from Paul smith every year for my partner, the quality is amazing the delivery is always fast and reliable and the customer service and delivery updates are brilliant.
At such a busy time paul smith still goes above and beyond to make sure your goods are sent promptly and in fabulous condition thank you very much
2025幎10æ31æ¥
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Paul Smith ããã®åç
Good morning, Kirsty!
Thank you for taking the time to share your feedback with us.
Itâs great to hear youâve had such a positive experience with your order and our team, we hope to see you again soon!
If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
York Outlet outstanding on every level.
Repeat Customer at York Outlet.
Staff at this branch are exceptional on every level.
This ensures my regular visits and purchases.
Nothing is too much trouble.
I think Matt is well suited to being store manager and his staff reflect his leadership.
I would not shop elsewhere.
2025幎12æ1æ¥
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Paul Smith ããã®åç
Good morning, Michael!
I'm delighted to hear that you had such a positive experience in our store! We look forward to seeing you again on your next visit!
I will pass on your kind words to Matt. If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Just bought a t-shirt and a pair ofâŠ
Just bought a t-shirt and a pair of socks for Xmas present, 1st time bought anything than socks and underwear.
I hope the t-shirt is ok, because what came was an short (inch and half shorter than a standard t-shirt) and narrow shouldered, but with a wide middle. The material is very thin too, can't see it lasting long at all. I am not blown away with the quality of the clothing, and for 75 quid for a t-shirt I should've been. Oh well, hope it fits and the recipient likes it. Delivery good, especially the option of delivery company, came next day. Order ref: #1688004
2025幎11æ28æ¥
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Paul Smith ããã®åç
Good morning,
Thank you for taking the time to reach out to us.
Iâm very sorry to hear that you are disappointed with the quality of the t-shirt that has been delivered. We, too, hope that the recipient is happy with the gift, but if there are any issues at all then please don't hesitate to reach out to our team.
Kindest regards,
Paul Smith Customer Experience
Joshua the Digital Client ExecutiveâŠ
Joshua the Digital Client Executive provided me some outstanding service, I was very impressed.
I bought a wallet last year and the edging and part of the monogram had started to wear off and wasn't sure if it could be repaired. Joshua arranged postage straight away and then went above and beyond in my opinion to get the repair complete. Really can't thank him enough and the people who worked on it as they all done an amazing jobð
2025幎11æ26æ¥
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Paul Smith ããã®åç
Good morning, Callum!
Thank you for taking the time to share your feedback with us.
I'm delighted to hear that Joshua was able to help restore the monogram on your wallet! I will pass on your compliments and make sure he knows that you appreciated his help!
If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Such an amazing service provided byâŠ
Such an amazing service provided by Jemma
Thank you so much
2025幎11æ24æ¥
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Paul Smith ããã®åç
Good morning, Karen!
Thank you for taking the time to share your feedback with us.
I'm pleased to hear that Jemma was able to offer a good experience. I will pass on your compliments and make sure she knows that you appreciated her help!
If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Paul Smith ããã®åç
Good morning!
Thank you for taking the time to share your feedback with us.
Itâs great to hear youâve had such a positive experience with your team, we hope to see you again soon!
If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Excellent customer service
2025幎8æ15æ¥
Paul Smith ããã®åç
Good morning, Shu Shu!
Thank you for taking the time to share your feedback with us.
Itâs great to hear youâve had such a positive experience with your team, we hope to see you again soon!
If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Still a great company to deal with
Still a great company to deal with. Good that you can select your preference of courier. Previously commented that I like the fit of the now chinese supplied T shirts, however quality is not there with them. Very thin and can see through the material If Its held up to light, also had a previous Issue with stitching Imperfections that was resolved
2025幎11æ16æ¥
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Paul Smith ããã®åç
Good morning, Ian!
Thank you for taking the time to share your feedback with us.
Itâs great to hear youâve had such a positive experience with your recent orders and I am glad to hear that previous issues you have had have been resolved!
If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Daniel was absolutely fantastic.
Daniel was absolutely fantastic.
Helped me with a damaged bag that I have had for maybe 18 months.
He is replacing it for me.
I was so surprised that this was offered after such a long time.
Was a very touching gesture.
2025幎11æ14æ¥
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Paul Smith ããã®åç
Good morning, Patrick!
Thank you for taking the time to share your feedback with us.
I'm pleased to hear that Daniel was able to help with your issue. I will pass on your compliments and make sure he knows that you appreciated his help!
If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Good old fashioned customer service
Jemma in Customer Experience was outstanding in arranging a replacement part for my treasured purse. Jemma gave me regular updates so I knew what was happening at all times.
After having unsuccessfully sought a repair locally I was resigned to the fact that I would no longer be able to use my purse. A last ditch attempt was an email to Paul Smith. I was very surprised and over the moon when they said they could repair it for me.
Top marks for customer service and looking after loyal customers Jemma and Paul Smith.
2025幎10æ27æ¥
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Paul Smith ããã®åç
Good morning, Karen!
Thank you for taking the time to share your feedback with us.
I'm pleased to hear that Jemma was able to help with your issue. I will pass on your compliments and make sure she knows that you appreciated her help!
If we can ever be of assistance in the future, please donât hesitate to reach out to us.
Kindest regards,
Paul Smith Customer Experience
Terribly Quality on fabric.
I purchased a Paul Smith shirt at a retailer and paid $225 in the early spring and finally wore it this fall and after the second and third wear the fabric around the button holes started to come apart and made it impossible to button. Random frays happening and button threading coming apart. I emailed company with my issue with proof of purchase and photos and they told me to contact the retailer. I figured they would stand behind their products.
2025幎11æ3æ¥
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Paul Smith ããã®åç
Good afternoon Kevin,
Thank you for taking the time to reach out to us.
I am sorry to hear that you have had issues with your shirt. I can see that my colleague has indeed suggested to reach out to the original retailer. However, this is purely because they are best placed to offer a financial resolution.
That being said, if they are unwilling or unable to offer a resolution, please do reach back out to us, and we will be more than happy to offer a resolution.
Kindest regards,
Paul Smith Customer Experience
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