SOREL Avis 

Present from my mother was stolen and Sorel could hardly care less. I was not home for 5 hours during delivery and somehow it’s completely the customer’s fault once the package is set down. Didn’t even try to help resolve the issue - just suggested I reach out to law enforcement…in New York City. What are they going to do?! Now out of $200 and have no boots.

Bought shoes, returned shoes, company confirmed receipt of return, no refund, company stole my money. This is a scam company, stay away.

My water proof Sorel boots have split after 6 month of wear and are no longer water proof. I would not reccommend them if you are looking for lasting waterproof wear.

Disastrous! Firstly, the sizing was completely off, so I ended up buying two pairs of boots that I had to return. When I tried to return the items, the form on the website was down and I couldn't request a return label (Why do companies even do this! Why not offer a return label in the packaging?). After several attempts, numerous emails (with no reply), I rang and they issued a return label. Then I sent both packages at once, but only received one refund. I rang again about the refund, they said it would process, and two weeks later it hadn't. I had to call again, and am now waiting for the return. What a ridiculous and backward system. Call centre customer service were pleasant, on the plus side. But never again.

A printer is required to make a return. I won't order again until alternative methods are offered as I don't have a printer and its highly inconvenient to have to print the label when most companies now offer return methods via qr code.

I order a pair of trainers 8 weeks ago they got returned to sender and they have been Finally sent back to France they have arrived at there factory in France but now they can’t find them manually by hand in there own factory and they say they can’t refund me to they have them in hand but on the system it says there are in the factory….. and waiting and waiting on a manger call back or even a email from them after so many phone calls and ever have the check to laugh down the phone at me. What service is this. I wish I came here first. Please everyone take to twitter and go in on this company. All I want is my money back …..

My order was returned to sender before reaching my address (I've no idea why - presumably a labelling error?) and a refund offered.

However, despite being received at the UK warehouse it was dispatched from according to the tracking details I have, apparently the refund process can't begin until the goods are received at a warehouse in France, and even after that refunds aren't processed for a further fifteen working days. Absolutely ridiculous.

It's been over three weeks since I placed my order and apparently the boots still haven't been received in France so I suspect I've been fleeced out of over a hundred quid.

My advice would be to buy your Sorel boots from a different retailer (or go for a different brand altogether).

I bought a two pairs of boots in November 2023, one pair was too big I returned for refund. After wearing the other pair I noticed one felt alot tighter they are labelled the same size but one is smaller by a whole size. I have been contacting the customer services by email and phone, this has been for months and nothing has been resolved. You have to wait weeks for them to get back to you, if you call you are told someone is dealing with your case. The last thing I have been told is that I’ve already been refunded but that was for the original pair I sent back. They need to sort their customer service out this is ridiculous, I will never buy this brand again.

I am so sad that I didn't read the reviews about Sorel - and their unacceptable customer service - before placing a recent order. My products have never delivered to me - Sorel points at the carrier (UPS) - UPS says they never received the package. I am stuck in the middle - and Sorel internal policies are definitely not customer centric. I am very very frustrated with their lack of customer service - it really feels like they have no interest in making this right for me.

Sad - because I really like their products - and unlike many other reviewers here - I have not had any issues with quality or craftsmanship. I like their designs and their styles fit my feet.

Customer service UK is appalling (I understand it is based in France). Bought a pair of boots early December and returned them in January since they did not fit well. Its now April with no refund or even acknowledgement of receipt of the goods (luckily I have UPS proof) despite repeated calls and assurances. Manager never available to talk to and not called back despite repeated assurances. Currently, I am 250 UKP out of pocket with no sign of getting it back, which constitutes theft!. There is no escalation process that works. Dont buy from this company their assurances of customer service appear to be useless.

Wish I had read the reviews first! Ordered several pairs of boots around £500 and never received them - still waiting for a refund! Awful company avoid at all costs. You will get fully fobbed off!

I wish I had seen this reviews before buying. Still waiitng for a solution from their unresponsive customer support. I lost >€90, shameful!

Order: 223528689, Netherlands

Purchased Sorel Caribou boots to battle Pennsylvania winter.They failed day one,they are not waterproof, they do not keep feet warm and dry.Sorel is an overpriced, garbage boot.

Although Sorel customer services in the UK were quite prompt in my response . Sorel USA were the most unhelpful company I have ever dealt with . They would not help , respond or acknowledge responsibility for a pair of boots . I was on holiday in the USA and live in the UK and bought a pair of Sorel boots - I had to telephone the USA who told me their warranty does not cover tourists as they told me categorically they have no processes to refund or fix faulty goods . My boots after 4 times of wearing them had unstuck the sole and heal of my boot . I spoke to two members of staff in the USA warranty department who told me a Manager would be calling me back. They never called .

Extremely poor service, after 2 phone calls and 2 emails, I have still not received my refund. Do not use this company.
They hold onto your money for full 15 days after the product is returned and lie each time you call saying they have processed it and should be 2-3 days.
Fingers crossed my money is returned this week.

They deliberately wait the full legal 15 days to process your refund before sending an email saying it has been processed so that they can then extend the refund by the 2-3 days it takes to clear. Shocking.
A note for anybody saying they have been waiting weeks for a refund, just get your credit card provider to do a charge back. You can do this on day 16 after they have received your return back.

I ordered a pair of boots in Nov-23 on fast delivery but received an email advising that, due to demand, they wouldn’t arrive on time but they couldn’t advise when the revised date would be. I requested for the order to be cancelled but it was rejected. It’s now been over 2 months of trying to get a refund for boots I haven’t received. An unbelievably slow and convoluted approach to customer service. Avoid.

I made a purchase in November and I still have not received the money for my refund.

I had the issue that the wrong item was sent to me. First, I had to take a ridiculous amount of photos of the box the order was shipped in, the products themselves etc before they would issue a return form for me. It took weeks before customer support could confirm that my return had been received. No proactive communication from Sorel whatsoever. Then, only a partial refund was made to me and now I'm still chasing them for the second half. It's completely unacceptable. I will never order there again and you should not either!!!

The worst customer service you will ever receive.

Received boots (late). Took them out of the box and they were damaged. Took photos and emailed customer service.

WEEKS later I receive a reply (it says 48 hours) asking for photos showing the condition of the boots (remember…. Pictures already sent showing the boots still with their packaging and labels attached)

Also advised of their warranty policy. Which is great. For brand new boots that have never been worn.

Avoid like the plague.

Market leaders in providing the very worst levels of customer service. Absolutely shameful.