Sophie Allport Avis 

A recent product purchase didn’t go well with really ugly dye pooling after washing. I contacted Sophie A with feedback and they really exceeded my expectations, offering me a few resolutions that I could pick from. So four stars because of the initial problem but overall five for service.

When buying wallpaper, I was always taught to make certain that batch codes match & buy enough at time to make sure that all batches match, even if this meant overbuying. Ordered 5 rolls of wallpaper (1st time of buying wallpaper online), & was very surprised to find 4 rolls matched & 1 roll was different. Contacted customer services immediately, & was informed that they only had 3 rolls left. "What is the code of the 4 rolls you have & we will see if we have any that match". They then found that they did & replaced unwanted roll immediately. Question remains - WHY DID THEY SEND OUT DIFFERENT BATCHES IN THE FIRST PLACE, especially if they had a matching roll available? Would have given 1 star, but excellent customer services in sorting out problem that should never have happened, increased rating to 2 stars. Lot of fuss in returning the 1 roll. Would not trust them to not do it again, so will not be using again & will not recommend.

I ordered the bubbles and fizz table runner, napkins, apron, roller towel, tea towel, oven gloves and pot grab for New Years Eve/Day 2022 as something special to entertain. It looked absolutely stunning, I was thrilled. After the event, I followed the wash instructions and washed on a cold wash, then dried it naturally. The result was atrocious, the gold trim was gone, the green background was faded and had white faded creases in the fabric. I ironed on the reverse fabric and decided it was that bad I couldn't use it again. It was therefore a very expensive single use set. I am disgusted and disappointed. I have the Hares set and had it for 3 years now and the washes and wears very well, so you can imaging my disappointment. Do not buy the Bubbles and Fizz.

Ordered a bee bangle and bracelet at the end of Dec for my sister's birthday. The bangle came and was badly tarnished. I complained and a refund was issued and a replacement was quickly sent. The replacement arrived in the same state. I called customer service and said I didn't now want the bracelet as it was to go with the bangle and would it be ok to put in the return with both faulty bangles even though I hadn't selected the items on line on the return request.
I was told returns were processed through sight and this was fine. These were returned 19th Jan and today 9th Feb after several emails I have still not been refunded even though they have confirmed receipt of the package. The items were purchased at nearly half price in the sale and for the quality were still overpriced.

I ordered a mug on 2 February and paid for next day delivery. That didn't happen - and two days later I am still waiting! This is terrible service and I expect a full refund!

I ordered some Bee white bedding, cushions and extra pillow cases. The first duvet cover arrived with a pink/red stain so sent that back and had another one delivered which was fine. I have washed everything as described but after ironing everything, it is all still so creased. It just doesn't look great close up and I'm guessing now we have slept on it, it is none returnable? Any clues on how to get the creases out?

Wish I hadn’t ordered -
Placed an order for 2 pairs of slippers taken my money haven’t dispatched. Customer Service were not helpful and basically just said we’ve got upto working days to fulfil order. Tried to cancel and ask for a refund as they haven’t been despatched, replied with sorry you can’t have one you’ll just have to return them. Awful awful customer service.

We bough cloth place settings which looked lovely on the website but had to send them back because the pattern was crocked. Then we bough cork backed solid place mats which again looked great in the pictures but
neither will sit flat on the table and they mark quite easily. My conclusion is, lovely design, poor quality.

My order #661653 from 10th Jan has the status UNFULFILLED on your website but neither I received an email from you nor I received a refund! What is going on? Are you going bust?
Update: my order has been PARTIALLY delivered on the 10th, not 8th day as described on your reply. The wrapping paper rolls I bought were missing. I complained to you and you said they are delivered separately and they are on the way. Today is the rnd of the 14th day and the order has not been completely delivered yet. No previous warning has been given that the wrapping paper would not come with the rest of the order, which made me look everywhere inside the Bix and to take time to email to you explaining the wrapping paper was missing. Not good service at all, and the fact that you try to cover this up upsets me 10x more. It would have been better if you've been proactive and sincere instead.

I bought their Sports Mug as a Christmas present at a Christmas Market. It looked lovely and I had assumed it was well made at £14.99. Unfortunately my recipient told me that when they poured boiling water in to it, there was a hissing noise, loads of cracks appeared and water leaked out everywhere. I contacted Sophie Allport customer services team, and they told me as they were not the seller, they could do nothing about my complaint. I hoped their customer service team might replace the Sports Mug as a gesture of goodwill and to restore my faith in their merchandise, but they wouldn't. I had not looked at any reviews for this company until now, and it seems my experience is consistent with many others - products that look good but are very poor quality and terrible customer service.

I bought expensive cushions and matching hot water bottles with a pheasant and a fox on. The cushions quickly bobbled and looked old and the seal on the hot water bottles disintegrated when my cheaper, older hot water bottle is still going. I LOVE the designs so much but I would never buy anything again from them, particularly online as I would worry the quality isn't there.

Really poor service. Parts from the order were delivered way too late and the customer service was rude when the very late order was queried. Once a good company but has badly lost its way.

I just ordered some men’s and ladies slippers. I accidentally pressed the wrong button for size and I rang Sophie all port customer service. Apparently it is beyond them to change a size of slippers so they want to cancel, charge me then reorder and pay again. I’m a good customer well was. Really disappointed!!

I just ordered every cashmere item on your website including cashmere socks ofcourse it’s freezing in Scotland and men’s and ladie’s pyjama bottoms and tops and several mugs for the hot chocolate. I must say that this the most comfy cashmere robe that I’ve ever had. Thank you for the prompt delivery. We are very pleased with our purchase.

Shocking customer service. Management doesn't care about any customers. Misleading, incorrect price shown in their catalogue where the same items is shown on their website for 3 times more of the amount. They are not willing to sell their item for the price shown in their own catalogue which if false advertisement. I will not recommend to buy anything from them. No one should support such a bad company. Disappointed

Sophie Allport apparently do not consider returns through their returns system as cancellations as described in Consumer Contracts Regulations and only if you contact them by email or letter instead.

I believe in providing an online returns system, this would count under CCRs as adequately informing a business of intent to return (the trader gives the consumer the option of filling in and submitting such a form, CCRs section 32.4) and there is no mention that using this method does not count on Sophie Allport's returns page (only buried in the T&Cs) so I’d consider that at the very least misleading business practice. Returns are effectively treated as cancellations by CCRs so I think it is important customers are aware of this and in a very clear way on all returns information pages.

Sophie Allport have now thanked me for doing their job for them for free and for caring more about their customers' consumer rights than they do? And have generically said they are now looking into this although I asked that all relevant customers also receive a postage refund. I think anyone who has returned their whole order and did not have their postage refunded should contact them to get the refund you are entitled to. I have also contacted Trading Standards as the amount of effort it took for Sophie Allport to even consider this an issue was too much and involved a lot of u turns on what they were telling me.

Edit after their reply- this still doesn’t explain how not refunding the postage complies with Consumer Contracts Regulations. Because it clearly covers this reimbursement.

Unwashable placemats? Spot cleaning them didn’t work (of course) and so rather than throw away £60 worth of tableware, I washed an a cool cycle. They shrunk to half their size. Just did a search to see if anyone else has had this issue and of course they have. The response here on Trust Pilot from Sophie Allport was to contact customer service. I have already done that and the response did not meet my satisfaction or restore my faith in this company. £10 per what is essentially a disposable placemat? Unsustainable and not ethical. Order at your peril.

Ordered Christmas gift for my wife, expecting it to arrive in unmarked box (as other gift companies do) for obvious reasons. Clearly this company has no understanding of this and sent the gift in full branded Sophie Allport box, so the surprise gift experience was ruined when it was delivered to our house and my wife picked it up. They told me there was option to order in a plain box had I so wished. When I enquired where exactly this option was displayed in the online puchase journey they then said there was in fact no such option. Shambles of a customer experience.

Placemats were unwashable. Guidance says to wipe but when covered in tomato sauce after having kids over wiping is not an option. We washed on hand wash cycle and they shrunk. You can’t make placemats that people eat on that cannot be washed. I used to love this brand but will never shop here again. Just plain impractical for dining accessories.

I asked for information over the chat about the photo of the black lab in the pet bed - I had checked sizing which seemed on the small side but anyway they said large, this was too small so wanted to exchange for extra large I asked for exchange, they said no and not only did I have to pay return postage they would not give me the 20% discount I had received on the previous large pet bed - its just an exchange! Again, checking measurements - in numbers seemed okay but on arrival extra large also too small. Would only work if Lab constantly slept in Labrador ball.

Per their response, they can keep quoting terms and conditions, but there is also the whole concept of good customer service, not offering the same discount when it was simply an exchange is really poor customer service