Smythson Reviews 

Received an amazing service from Tracey, she went above and beyond to ensure we had the gifts we wanted fully customised for collection that same day. Thrilled with the products and customer service expectations exceeded. Many thanks 5*

Lovely product, (soho day a page diary) if limited in colours/cover material options, sign up discounts offered that cannot be used and trying to find ToS for the discounts on the website is impossible, poor online service, clunky website, offering payment options that in reality are not available which is deliberately misleading.

For a high end brand the admin side is really rather shoddy.

I have purchased my Smythson page a day diary for several years and I use the Soho notebooks continually and have over two dozen. There is nothing else to say other than that they are simply the best in the world.

Smythson notebooks are simply the best. I particularly love the Wafer Notebook. It is the embodiment of “the little black book”. Customer service is always exceptional.

Wonderful customer service! Very quick response to my questions and requests. Truly impressed by their beautiful products and professional Customer Service team.

Having been a loyal Smythson customer for many years, it was the obvious choice when I needed a new briefcase. Trouble is, I live in Australia. I reached out via the online chat and as luck would have it, I got in touch with Katie. To say that she was exemplary and went above and beyond...would be doing her a huge disservice. She took photos, took measurements, explained IN DETAIL what various parts of the case were. She never said it was too much trouble, she never knocked back or baulked at a request. She was calm, funny, knowledgeable and above all patient. Katie you are the true exemplification of customer service...the OLD style. Smythson, she is what your brand is all about. As I usually but not often say,she is a truly good egg.

Absolutely exceptional customer service!

I'd lost the shoulder strap to my favourite Smythson bag, and contacted customer services to see if I could source a replacement. Katie in customer services was exceptional in her efforts to find the correct strap for me. My bag is long discontinued, but Katie went out of her way to source the perfect replacement for me, which I received this morning (beautifully gift wrapped, too!). It's rare to find such great service these days, and Smythson definitely has some great staff in their team. I look forward to being a returning customer for many years to come.

Exceptional quality notebooks arrived amazingly quickly. The packaging is exquisitely done. These were my first purchases but certainly won't be my last. Delighted thank you

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!