SOREL Avis 

Just awful service - bought “waterproof” boots, which leaked out the box. Raised an issue with Sorel - they gave an initial reply then have ghosted me for the last 2 weeks. Really poor customer service, would avoid buying anything from them

Absolutely the worst customer experience for an online retailer. Not only did I have to split my order in 2 and pay 2 shipping fees because of their archaic online system, they forced me to return two different packages and pay another 2 shipping fees. And if I want a straight exchange I’d have to pay shipping fees again. Not sure how an online co can stay in business like this in 2025. My first and last ever purchase from sorel. What a terrible experience.

Schuhe bestellt, Nachricht erhalten, dass Paket mit UPS unterwegs ist. Nach ein paar Tagen den Tracking Link angeschaut, da stand Paket zum Transport noch nicht erhalten. Nach weiteren 2 Tagen Email erhalten mit Rücksendeetikett, da ich das angefordert hätte. Also angerufen und erklärt, dass ich gar nichts angefordert habe sondern seit über einer Woche darauf warte, dass das Paket los geht. Ja, man würde sich kümmern. Nach 2 weiteren Tagen Geld über Paypal zurückerhalten. Keine Erklärung dazu, nix. Wenigstens hab ich mein Geld wieder aber das ist ein Chaosladen, bloß nix kaufen!

DO NOT ORDER FROM THIS COMPANY! Ordered a pair of out n about boots and after just a few wears the rubber trim started to separate from the boot and stones getting stuck in between making the issue even worse! Contacted Sorels extremely slow customer service and after days and days of emails I took the £100 credit note which sounds a good deal BUT for the credit note to be used I needed to order some replacement boots that were £100 or OVER as anything less value the credit note wouldn’t work! Such a con as the replacement boots were now £60! So I had to order those AND another pair of sandals (for the sake of it just to make the total over £100) and actually had to pay a difference of £20! For a pair of sandals I don’t want or need! Then the SECOND pair of out n abouts are also falling apart! Of course I’ve email yet again but don’t expect this to be resolved at all. Such a disappointment and a total waste of my hard earned money! This company should not be running! They are the poorest quality boots I’ve owned,they aren’t fit for purpose let alone be advertised as walking boots! I have 2 pairs of these that I won’t wear again as they’re useless! I won’t hold my breath for their response or for any sort of resolve! I wish I could attach photos of both pairs!

I have effectively been scammed out of money by this company. HORRIBLE CUSTOMER SERVICE, DO NOT BUY!!

I purchased these shoes on my visit to Canada after having seen them in store as my size wasn't available. I carefully checked the website for the stated delivery window as I was aware of my departure date. The window stated it would be delivered two days before my departure, thus, allowing me to order the shoes. The shoes were delayed in shipping and arrived the day after I left Canada. I called Sorel's so-called "Customer Service" as soon as I saw they were not going to arrive in time, and the representative I spoke to opened a missing item case, which can take 8-10 working days... I immediately responded to this email stating that I would no longer be in the country by the time this would be resolved, but I never heard back... They did, however, already close the ticket and mark the issue as 'resolved'. This is so incredibly rude and frustrating. I also tried to use their 'Live Chat' feature but this always says they are too busy and thus, the chat is unavailable.

I then called as soon as the shoes were delivered to get this resolved, but I kept being hung up on. I called a total of 3(!) times in order to actually get a response. The customer service reps were not helpful, and were not friendly even over the phone. I explained the situation, that I ordered under the stated delivery window and that Sorel delivered outside of this, that I called to notify them and no action was taken, and that I since had emailed as well. I asked for the shoes to be refunded as this was a delivery delay on Sorel's part and I had not received the shoes in the agreed upon time frame. I could not take receipt of the items I paid for, nor could I return them. I was told they would look into it and email me shortly. The only thing that happened is that I received an email saying they would not refund me and that was it. I tried to respond to this, asked to be put through to management, and once again, I did not receive a response and THE TICKET WAS CLOSED AND THE ISSUE MARKED AS RESOLVED.... 

Terrible company ethics and no regard for their customers. Total lack of customer service, engagement, or attempt at resolution. 

Absolutely terrible shoes, terrible customer service I wish I’d read reviews before ordering. Shoes uncomfortable as hell so returned, they didn’t accept the return because I’d put a piece of sellotape on the box to keep it shut! Now I’ve got a new pair of extremely crap boots sitting in the kitchen, can’t get rid of them for free even.

WARNING
AVOID at all costs.
Worst boots I ever had, and I am 69 years of age.
Not three months old and sole separates from the body of the boots. Sold as waterproof, yet they clearly are not. This was before the sole separation.
Also absolutely awful response from the company when I contacted them.
TOTAL RIP-OFF.

WARNING!!! If I could give zero stars I would!! Awful company! This company has appalling customer service/ returns procedure. They do not comply with the Consumer Rights Act 2015 even though they sell in the UK.
I returned items in December 2024 and it is now nearing the end of February 2025 and I am yet to receive a refund, even though they have confirmed they have received the returned items.

I thought being a large fashionable and popular company they would be safe but how wrong was I.

I will NEVER order or recommend this company.

I returned two parcels at the same time to Sorel (their ridiculous under sizing being the issue). When dropped at UPS drop off I didn't receive a text so had zero receipt of return despite this usually being the case with UPS. I get the impression this is on purpose now. One of the parcels was refunded (slowly, after 2 weeks) but the other was not. I chased up and had an email response saying the parcel was at their warehouse in France and that it would take c10 days for refund. 10 days later and still no confirmation, I chased again and now seem to get zero responses. I called their line and the people on the other end either can't hear me or pretend not to be able to hear - awful customer services, clearly not even trying. Finally after a week of chasing I had a refund notification but only for one of the pairs of boots in the box, not both!! Absolute scam artists. I hadn’t even tried on the ones they’ve not refunded because I knew the size was too small from the other set. Will now have to speak to my credit card company and / or submit a claim in small claims court. Utterly absurd!!! Regret keeping the pair of expensive boots I bought from them in the size up now - clearly no longer a serious outdoor outfitter. Arghhhh!!!

Appalling customer service. Raised a warranty claim for 3 month old boots that have been worn about 5 times - one of the glasses that holds the laces has come away. First off, a whole week later, was told to go and get them fix myself! No cobbler will touch a warranty claim - told Sorel not acceptable solution. Another whole week to reply. Was offered a voucher code for £175 (boots cost £155) and I can only use the code for boots costing over £175. So 1, I can't buy the replacement boots and 2. there are no women's boots on the Sorel website costing over £175, so either I can't use the voucher or I am forced to buy 2 pairs of boots to meet the £175 spend on the voucher. Appalling service, now 2 weeks on and I am still waiting on a satisfactory solution. I have never known such a poor company - all I want to my boots repaired (by Sorel!) or a replacement - is that too hard understand? I doubt they read any feedback one here (and wish I had first) as they seem to be renowned for this. AVOID AT COSTS!

I recently purchased 2 pairs of boots and I love them both, unfortunately customer service is very poor and that is the reason for 1 star. 1 of the pairs of boots I wore 2 times and the shoe laces just shredded. I called customer service to say that the eyelets on the boots are sharp and that is what cut the laces. I was told "we do not warranty laces, I can suggest a few places to buy new ones." I said no way, the boots are new and there is a manufacturing issue with the eyelets. After a back and forth I was given an rga to return the boots for full credit. Is that really the answer to a customer that spent almost $300 on Sorel products. I have always had good luck with their products but I will not be buying from them anymore if this is their idea of good customer service.

Be reaaaaaally careful when you return your order! Aside from taking it more than 20 days for the return to go back to the main warehouse (Italy-France route, at first thought it was Italy-New Zealand route) they sent my return back saying it's not refundable since I used the original box and applied tape on it to ship back the return. On the website it states a general - in the case of footwear, is still in the original box in good condition - who? the order? the box? I never wore these shoes, just tried it once so they were brand new.
Last but not least the cost of a "damaged" carton for sure it's not comparable to the shoes' cost. When I proposed to subtract the "cost" of the carton from the original return value they said it wasn't possible due to their policy.

Disgraceful customer service, automated emails, no effort to resolve the matter. I see from trust pilot that this is not unusual. I would suggest to Sorel that they change the company they outsource their customer care to. I won’t be buying from Sorel again, not because of the mistake (I received the wrong boots) that was made with my order but because of the awful customer service and apathy of you cc agents.

Beware! Returns are not possible.

I opened the boots, tried one on and immediately knew it was far too small despite ordering my typical size 5. I put the shoe immediately back in its original packaging and returned them. I waited nearly 3 weeks for any acknowledgement of the return and finally received a message saying my return was unacceptable. They included a photo as “evidence” but the photo was completely blank. Just a white image.

I noticed that the company handling my return is not actually Sorel. It’s “Columbia Sportswear”.

I am deeply disappointed to now have a pair of brand new shoes I cannot wear and £139 less in my bank!

TERRIBLE CUSTOMER SERVICE
I bought two pairs of boots in different sizes. The large box both shoe boxes were sent in was damaged. I re packaged the pair that were too big and sent back. I did not receive a refund. I had to contact Sorel for an update. They said the packaging was damaged and sent me a picture of the shoe box with slight mark on the top. Sorels post room had removed the packaging I sent it in and damaged the top of the box when they did that. You could see this in the photo. They then refused to give me a refund saying I had not sent back in the large box (that was damaged so I could not) and took no accountability for the damage they had caused. I explained the issue again in emails politely and they said it was too expensive for them to give me a refund AND they have not sent me the boots back. I am reporting to trading standards. This is the worst customer service I have ever experienced. They as much as said "we would rather you were out of pocket than us". I am now 100 pounds out of pocket.

Sell very low quality products which are not fit for purpose

The worst Customer Service that I have ever encountered. Treated terribly. A company this disconnected from their customers should not be in business. Avoid this company and their products at all costs.

The sizes are so wrong. My order took ages to arrive and now it's been 2 weeks since i returned them and still no refund. No communication and so difficult to contact. I'm left with no choice but to contact my credit card company if I don't hear from them in 2 days. Please avoid using them at all costs.
Plus, it seems to not allow you to leave a review if it's negative. Funny that.

Decline in quality, decline in customer service. Rush delivery (1-2 days) apparently means they’ll ship it in a week and the brain dead customer service will send the same TOS thing about how they can take up to 3 days to ship (but will actually take 5 days) even though their website states it will ship same/ next day. Bonus company

Look good but wihin an hour they had caused crippling blisters. Flimsy and poorly made. Will need to spend some proper money on a decent pair of boots because these are crap!