The team are really amazing, Rebecca and fola in customer service really helped me out with the getting my partners dream wedding shoes. Really friendly, professional. Order came really quick, shoes a... Ver mais
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Veja o que dizem as avaliações
First time ordering from Sophie Webster, and sadly, I’m not impressed. I ordered a pair of shoes over a week ago and received an order confirmation, but despite several emails, I’ve had no response or... Ver mais
I’m really pleased with my experience. I absolutely love my shoes, and the customer service was excellent too. The company kindly refunded me the difference in price, which I really appreciated. Ever... Ver mais
Do not ever buy from this company! I bought three pairs of shoes and am still waiting for a refund on one pair bought over 2 months ago in June 2026! I have reached out to customer services several ti... Ver mais
Detalhes da empresa
Escrito pela empresa
Welcome to the official Sophia Webster website. View the latest shoes, bags and bridal collections. Express Worldwide Delivery. We always try our hardest to help so please do reach out to us first with any issues, we would love to help.
Informações de contato
London, Reino Unido
- customerservice@sophiawebster.com
- sophiawebster.com
3,4
Bom
286 avaliações
Sem histórico recente de pedidos de avaliações
Esta empresa não convidou os respectivos clientes recentemente, portanto as avaliações podem não ser representativas
Respondeu a 50% das avaliações negativas
Normalmente leva mais de 1 mês para responder
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Unacceptable and unprofessional customer service
The customer service at Sophia Webster is an absolute disaster. The online ordering process is extremely non-transparent – there is no immediate order confirmation, and in my case the confirmation email only arrived two days later. The website also provides no clarity or real-time information about the order status.
As a result, I accidentally placed the same order twice. I contacted customer service immediately after realizing this (well before the items were shipped – they were only dispatched three days later), but was told there was nothing they could do. The outcome: I now have two pairs of the exact same shoes and on top of that I have to pay the return shipping costs myself, even though the issue was entirely caused by the company’s poor system.
This is a complete failure on the part of the retailer. For a brand in this price range, such unhelpful and unprofessional customer service is simply unacceptable.
16 de setembro de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hello Julia,
Thank you for taking the time to reach out about your recent purchase on our website.
We’re so sorry for the frustration this experience has caused and we completely understand how disappointing it must have felt. As cancellations are only possible in a very limited timeframe before dispatch, we weren’t able to stop the duplicate order, but we do appreciate how upsetting this has been. As mentioned in previous emails, our return to sender process is also only a request and never a guarantee, which can lead some customers to still receive orders despite our best attempts.
We’ve also passed on your feedback around confirmations and tracking to our specialist team, as we want to make this process clearer for all customers moving forward.
To better support you, we’ve shared more details directly by email, including guidance on your return and confirmation that we’ll refund both your delivery and return fees once it’s received.
Thank you again for your feedback. We’re truly sorry this happened but don't hesitate to reach back out in response to my latest email should there be anything else we can help with.
Kind regards,
Sophie - Team SW
They sent me missing gems
My old shoes from SW were missing some gems. Wrote an e-mail and got a quick response. They sent me new gems at no cost. The interaction was friendly too. I’m very happy with this brand and service.
15 de julho de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hi Julie,
Thanks so much for the lovely feedback, it was a pleasure to help!
Kind regards,
Team SW 👠✨
Exceptional customer care and service
After contacting Sophia Webster about a problem with my purchased shoes which I had worn a couple of times, they replied promptly, arranged for a courier to collect the shoes at no cost to me and as soon as they received then sent me a new pair of shoes. This was the best customer care I have received from any company and just a brilliant customer experience with no questions asked. The customer experience team lead Sophie was so helpful, I will definitely be purchasing again from Sophia Webster
31 de julho de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hello Gemma,
Thank you for taking the time to share your experience and leaving your review!
It was an absolute pleasure to be able to assist. We hope you love your shoes and if there's anything else we can assist with, we'd be happy to help!
Kind regards,
Team SW 👠✨
No refund, repair or replacement given if any issues
Purchased a pair of shoes for a wedding, I walked across a small piece of grass and the gold colour came off the heels. I emailed asking if these could be either replaced as this was clearly a fault or repaired. Was told that no they would not replace, refund or repair as it was a known characteristic of this material. They cannot have any moisture...they are shoes for outdoor use! The should not be using this material if this is the case, this is the final message from them........
As rightly mentioned by yourseld and mentioned previously by us, we'd like to reiterate that while we understand your disappointment, the issue described is not deemed to be a manufacturing fault but rather a known characteristic of the mirrored leather used in the design. This same characteristic is widely used across many brands and designers and the outcome would likely be the same.
So why use this leather on a pair of £500 shoes that are going to look awful after the first wear and you cannot wear them if it rains. Customer service is disgraceful and from their reply it is obvious they are aware of the issue. This is a fault in the material and not fit for purpose.
31 de julho de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hello Rosalyn,
Thank you for taking the time to share your feedback via your review and emails. Once again, we're genuinely sorry to hear that you were disappointed with your recent experience and would love to take the time again to clarify our emails and advice given so far.
We fully understand how upsetting you may feel when a pair of our shoes doesn't meet expectations, particularly for an important occasion like a wedding that you were a guest for.
To clarify, the Rosalind Gem Mid Sandals are crafted using mirrored leather, which is a premium material chosen for its high-shine, reflective finish. It is important to note that this type of leather is also inherently delicate and, as with many luxury materials used across the industry, it can be prone to tonal variation or finish changes when exposed to moisture, grass, or abrasive surfaces. We have a product care page on our website that we encourage all customers to read in order to get the best out of their purchase.
Although potentially disappointing when the mirror starts to fase, this is not considered a manufacturing fault but a known characteristic of the material. We do appreciate that this may not align with all customers’ expectations, including yours and we're sorry once again that this is the case.
Our customer experience team responded promptly and with care, and while we were unable to offer a replacement or repair due to the nature of the issue, we remained open to further discussion and offered continued assistance should you wish to take your complaint further.
We take all feedback seriously and have shared your comments internally with our product team. It is never our intention to cause upset or disappointment and our goal is always to balance design innovation with practicalities where possible.
Should you have any further questions, our customer experience team would be more than happy to help.
Kind regards,
Sophie - Team SW 👠✨
Expert customer service
I have contacted Sophia Webster a couple of times with queries, the service received is always prompt, on point and at the highest level. I recently asked for advice regarding the shoes I have purchased for my forthcoming wedding, expert advice received as always. Special thanks go to the Customer Service Team Leader Sophie!
You certainly get what you pay for with this brand (6 pairs and counting!)
10 de julho de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hi Claire,
We really appreciate you sharing your experience and allowing the team to help with your queries.
We hope you have the best time at your wedding in your Wifey For Lifey shoes!
Kind regards,
Team SW 👠✨
Best costumer service
i had shoes that the sole cracked and twice they refunded me by sent me a new pair so easily and efficiently.
10 de julho de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hi Devorah,
Thank you for taking the time to leave your review about your Butterfly Flats - we're so sorry once again that they cracked!
It was a pleasure for the team to help get this sorted for you & we hope you love your replacement shoes.
Kind regards,
Team SW 👠✨
Shoe Replacement
I contacted the team to advise that a pair of shoes I bought a while back were damaged and sent photos, then without any issue or augment I was offered a brand new replacement of my choice by Sophie. Full turnaround was dealt with including the shoes arriving within 4 business days! Beyond impressed, amazing customer service!
9 de julho de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hi Lauren,
Thank you for sharing your positive experience on Trustpilot! We are thrilled that you were able to resolve the issue with your faulty shoes and are pleased with the turnaround time. We work really hard to ensure that we don't leave customers disappointed!
Kind regards,
Team SW 👠✨
Disappointed with my first—and now last—experience with Sophia Webster.
I placed an order for a pair of shoes, and while the payment was taken from my account, the order itself didn’t go through. Customer service has been unable to provide a clear explanation—blaming it on a “system glitch,” which simply isn’t acceptable.
Now my bank is holding the funds for at least 7 days while they confirm that the order won’t be processed.
Not the level of service I expected. Please do better, Sophia Webster.
23 de junho de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hi Amy,
Thank you for taking the time to leave a review, and we're sorry to hear about your recent experience.
As mentioned in our emails, we’ve looked into your order attempt and can confirm that the payment was unsuccessful due to an AVS (Address Verification System) mismatch. This means that the billing details entered at checkout didn’t match those on file with your card issuer, which led to the transaction being declined for security reasons.
We understand how frustrating this can be and want to reassure you that no funds were captured on our end. In most cases, any pending authorisation will be released by your bank automatically within a few business days but it's important to note that this is completely outside of our control.
We apologise for any disappointment that this has caused but hopefully this has further clarified what has happened. Thank you again for your feedback, and we hope to welcome you back soon.
Kind regards,
Team SW 👠✨
Above and Beyond Support from Sophia Webster
I’ve had a truly exceptional experience with the Sophia Webster customer service team. After ordering a pair of shoes that didn’t fit, I reordered a few other styles to find the right size. Unfortunately, customs delays complicated what should have been a simple process. Throughout it all, the team was incredibly accommodating, responsive, and attentive. Going above and beyond to help resolve the issue.
13 de junho de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hello Alexis,
Thanks for sharing your experience with us and it was a pleasure to be able to assist!
If you ever need anything else, don't hesitate to reach back out.
Have a fabulous week!
Kind regards,
Sophie - Team SW 👠✨
Shocking….
I am writing to express my deep dissatisfaction with my recent experience regarding the collection of a faulty product from Sophia Webster. After waiting another day for the collection, I was once again let down as no one showed up. When I reached out to customer service, I was met with a barrage of misleading information and a complete lack of understanding of my situation.
I am left with a poorly manufactured product that fell apart after just one use, and despite taking two days off work for this return, the collection still hasn’t happened. It’s incredibly frustrating to deal with a customer service team that seems to have no clue about my case or the issues at hand. All I want is to return this item, but it feels like I’m getting nowhere.
I hope this matter can be resolved quickly, but my experience thus far has been nothing short of terrible.
Please please avoid using this company.
13 de junho de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hello Mary,
We’re truly saddened to hear about your recent experience and sincerely regret the frustration and inconvenience this situation has caused you. This is far from the standard of service we aim to provide, and we genuinely understand how upsetting it must be to face repeated delays — especially after setting aside your time for the collection.
We want to reassure you that we have been actively trying to resolve this matter and are still awaiting confirmation from you on how you’d like to proceed with a recollection. We’ve also provided details for making a return via drop-off, which may offer a more flexible solution depending on what works best for you.
Please know that we are more than happy to issue a full refund as soon as the faulty shoes have been successfully returned to us, we never want anyone out of pocket for a fair of shoes that are unable to be worn.
We appreciate your patience and would love the opportunity to turn this experience around. If there's anything else we can do to support you in getting this resolved, please don’t hesitate to reach out directly.
Kind regards,
Sophie - Team SW 👠✨
Resposta da Sophia Webster
Hi Joanna,
We love that you love the shoes and are so pleased that you're a fan!
If you ever need any assistance, you know where to find us.
Have a wonderful weekend ahead!
Sophie - Team SW 👠✨
I have now purchased absolutely…
I have now purchased absolutely stunning sandals from Sophia Webster website and am loving there products! expensive but worth every penny!
I also ordered a size that was slightly to big for
my feet and returned them and found no problems in returning the item and my refund was done promptly,plus the Customer service and communication is excellent!
I would definitely recommend this lovely brand.
Many thanks sophie Webster for such creative and beautiful products!
16 de maio de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hi Shahana,
Thank you so much for sharing your positive feedback!
It's so wonderful to hear how easy you found the returns experience and we're glad to have been of assistance.
We can't wait to see what you add to your collection in the future!
Kind regards,
Sophie - Team SW 👠✨
Beautiful Shoes, Deeply Disappointing Experience
I had dreamt of owning a pair of Sophia Webster shoes for over a decade. When I finally purchased the Butterfly Slingbacks, it felt like a personal milestone. Unfortunately, the reality was heartbreaking.
I wore them for less than two hours during a photoshoot on my birthday in Paris. Despite being a modest kitten heel, the shoes caused severe pain and bleeding. I spent most of my birthday in my hotel room, crying and unable to walk. To make matters worse, the shoes showed visible damage after that brief wear.
When I reached out to customer service, I was met with technical explanations and suggestions that the damage and pain was my fault.
“ in relation to the scuffs on the tip of the shoe, this can only have been done if the shoe came into contact with a material hard enough or abrasive enough to cause the scratching and scuffing.”
“the shoes you ordered aren't quite suitable to your foot shape, or were ordered in the incorrect size”
Funny enough the shoes description says “Our comfiest silhouette is back…” and regarding size ”Perfect fit! Our team recommends you take your normal size.”
I wasn’t looking for a replacement—just acknowledgment. Even the photo I shared of my injured feet seemed to be questioned.
Luxury shouldn’t just be about looks—it should also mean comfort, quality, and care. Sadly, this experience delivered none of those things.
7 de maio de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hi Mena,
Thank you for taking the time to share your feedback once again. I have already followed up via email this morning but I wanted o again express that we’re truly sorry to hear that you experienced discomfort while wearing your Butterfly Slingbacks during your trip to Paris—this is never the experience we hope for our customers.
As referenced in our emails, our shoes are crafted in collaboration with exceptional artisans, using the finest materials and techniques to bring our signature styles to life. We take great pride in the quality and craftsmanship that goes into every pair.
Following your review and the images you kindly provided, and as referenced in our correspondences already, our production team has carefully assessed the shoes and found no fault in their construction. In some cases, discomfort may result from the style not being the best match for an individual’s foot shape or fit.
We also noted your concern about the discomfort which caused bleeding. While we couldn’t see any evidence of this in the images you shared, we did observe dye transfer on your socks due to the deep burgundy colour used on this specific leather and style. This is not uncommon, particularly with rich, saturated hues.
We truly appreciate you reaching out and giving us the opportunity to review your concerns. If there's anything further we can do to assist, please don’t hesitate to contact us directly.
Kind regards,
Sophie - Team SW 👠✨
Extremely Disappointing Experience
Extremely Disappointing Experience – Poor Customer Service
I attempted to purchase a pair of shoes from Sophia Webster and encountered a frustrating and costly experience. After adding the item to my basket and proceeding to checkout, I entered my payment details only to receive an error message saying “please try a different payment method.” I tried again and received the same error.
To my shock, upon checking my banking app, I discovered that Sophia Webster had taken payment twice—yet no order was created, and I received no confirmation email. I immediately contacted my bank and provided Sophia Webster’s customer service with both transaction references to investigate the issue.
The only response I received was an apology stating that they were unable to create the order—no further update, no resolution, no refund, and no gesture to rectify the situation. I am now out the cost of two pairs of shoes, have no order, and no gift for my sister as planned.
To make matters worse, there is no customer service phone number available, and email support has been extremely slow and unhelpful. I expect far better from a brand of this reputation—both in terms of user experience and post-purchase support. This has been incredibly disappointing.
14 de abril de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hi Fionnuala,
Thank you for reaching out and I'm truly sorry to see your review regarding your payment and no order being created on this occasion. I can definitely continue to help and support via Trustpilot and help you get this resolved!
I'm keen to share some further insight to the emails and WhatsApp's we've been having with you and wanted to provide some reassurance over what's happened here, which isn't unusual and can, in almost all instances, be simply resolved by tweaking some details when you place an order with us.
I also wanted to address your concern over not being able to find a phone number for us. We sadly don't have a direct phone line however, all our contact methods can be found on our contact us page and are always happy to assist via the methods we share on our website.
As mentioned in our correspondences so far, our systems can be a little sensitive if it's your first order with us, but this is for your online safety and to limit you being a victim of any fraudulent transactions.
I promise that the information we have provided is correct and by making some amendments to your personal details at the checkout as outlined in my latest WhatsApp, this should do the trick. Alternatively, we recommend trying another payment method such as Klarna, PayPal or ApplePay as this also often resolves any card issues.
I wanted to assure you that as we didn't get the chance to capture the payment for the attempts made as outlined in the receipts sent to you. The funds will have been put into a 'pending' status by your bank this means that your bank will have those funds, rather than us. Regrettably, as we don't have access to your banking system, we're unable to get them to return the funds to you sooner than their timeframes. We have to advise 10 working days but this is often returned sooner and your bank or card issuer should be able to help speed this along with the documents I sent earlier today.
Once again, I'm truly sorry for your disappointment. I hope that this has helped to provide some reassurance and clarification over anything that might not have been clear so far. Of course, if you have any further questions, please don't hesitate to reach back out.
Kindest,
Sophie - Team SW👠✨
Excellent customer service!
After a difficult situation I had to reach out to Sophia Webster and I have to say their customer service was absolutely excellent! I dealt with the lovely Taylor from their customer services team and they really went above and beyond to help with my situation. Taylor was extremely helpful, friendly and just an absolute star!
Thank you again!
11 de março de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hi Laura,
Thanks so much for the lovely feedback - it's always a pleasure to be able to assist!
Kind regards,
Team SW 👠✨
Never shop SW vault…
Thankyou customer service for letting me write a review, as I’m extremely disappointed customer. I’ve got 2 shoes from SW vault and they are not of my size and fit and now they are neither providing me with return label nor refunding me my money. Very frustrating. Was expecting my first experience of SW to go this bad.
1 de março de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hi there Sanay,
Thank you so much for sharing more information with us so we could look into your enquiry in closer detail. We're really sorry to hear about your disappointment with regards to our US Vault (vault.sophiawebster.com) returns policy.
We'd love to take the time to provide some further clarity around our emails that we've had with you regarding the information we have on our US Vault website at the time your order was placed.
Due to having some surplus stock in the US, we decided to do a special event where we were able to offer exceptional pricing on newer stock than we would typically have on our Vault website. We were super excited to be able to offer these unbeatable prices and a major reason we were able to offer this was due to the items being sold as final sale with any returns being allowed.
As mentioned on our delivery and returns pages, FAQ pages and T&C's (all links provided below) at the time the order was placed, we ensured that at the time we went live with our limited time Vault, all this information stated clearly that all sales are final and therefore we would not be allowing returns for this Vault. Again, we truly are sorry for any disappointment if this was missed prior to placing your order.
Off the back of your feedback via email, we have also added in more clarity at the checkout, and have also updated our confirmation emails to accurately reflect the information on the website to avoid any future uncertainty about our Vault returns policy.
It is worth noting that we do offer full returns on our main website (sophiawebster.com) so long as it's actioned within 14 days of receipt, however, both the Vault and main website do have separate terms of sale.
Once again, we're truly sorry for any disappointment you've had but hope we've been able to provide some further transparency regarding our late Feb/early March Vault.
Kind regards,
Sophie - Team SW 👠✨
https://vault.sophiawebster.com/vault-delivery-and-returns
https://vault.sophiawebster.com/vault-faq
https://vault.sophiawebster.com/vault-terms-and-conditions
Excellent customer service
Customer service was very helpful and friendly when I encountered an issue due to my oversight. Communication was excellent, the problem was solved, and my heels arrived right on time. Highly recommend!
28 de fevereiro de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hi Emi,
Thanks so much for sharing your experience on Trustpilot!
We're so pleased that the team could help resolve your issue.
Kind regards,
Sophie - Team SW 👠✨
Most amazing brand, even better customer service!
I’ve been a loyal wearer of Sophia Webster heels for years, and they have never let me down. Their shoes are my go-to for both comfort and quality. Every pair I own is beautifully designed, incredibly well made, and surprisingly comfortable for long wear.
Recently, I reached out to customer service for the first time, looking for some spare parts. Not only did they respond quickly, but within a few days, I received exactly what I needed—along with a handwritten note from Sophie! The personal touch completely blew me away having usually had to struggle with other brands for simple asks..
It’s rare to find a brand that not only delivers gorgeous products but also genuinely cares about its customers. Sophia Webster’s team is as fabulous as their shoes, and I couldn’t recommend them more highly. If you’re looking for high quality heels with outstanding customer service, this is the brand to invest in! Thank you team SW x
18 de fevereiro de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hello Leah,
You are very welcome for the assistance, it was a pleasure to be able to help you!
We can't wait to see what else you add to your Sophia Webster collection in the future!
Kind regards,
Sophie - Team SW 👠✨
Sophia Webster Shoes
Sophia Webster shoes are the complete package; classy, colourful, quality and fun! There is a design for every occasion that includes heels, flats and casuals. Customer service is excellent too. I have followed Sophia for many years and will continue to do so. I’m excited to see where her designer skills take us next!
15 de janeiro de 2025
Avaliação não solicitada
Resposta da Sophia Webster
Hi Tracey,
We love that you're such a fan! Thank you for all of your support! 💗
Kind regards,
Team SW 👠✨
I love SW
I love SW - the designs, and quality, and most recently, all the more because of their incredible customer service. There was a system glitch and a major shipping delay in a pair I had ordered for the holidays. Sophie the Customer Service Rep I worked with was incredible - she communicated with me daily, tracked them down, and kept tracking them until they were at my door. This is the reason your customers keep coming back, Thank you and happy holidays!
23 de dezembro de 2024
Avaliação não solicitada
Resposta da Sophia Webster
Hi Kara,
Thank you so much for your lovely feedback, it was a pleasure to be able to assist and get this resolved for you! Thanks also for being such a loyal customer, we can't wait to see what SW's you get in the future.
Kind regards,
Sophie - Team SW 👠✨
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