We are SANS MATIN, a London based luxury shoe brand that combines both comfort and style so that our customers don't have to compromise on either.
SANS MATIN (sansmatin.com) has 217 customer reviews on Five Star Index, with an average rating of 4.1 out of 5.
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Silvia87
Order SM18190: The LALA. Order arrived on 13th of April, return arrived to them on 18th of April. After 1 month, I am still waiting for my refund of 164£. I have now opened a case with PayPal. Decided to return as they are very uncomfortable and quite heavy.
Mrs V C V.
Really disappointed. These trainers are really not comfortable and certainly not worth the money. Love the look of them but they really hurt my feet. After sales team were disappointingly bad. Nothing good about my experience of Sans Matin. I will not be purchasing again.
Dave R.
Was really excited to wear the shoes and paid $200 for them, but the order never arrived. I contacted the email address from the order but they never wrote back :'( Seems like a scam company.
Sian H.
Very disappointed. Customer Service was slow - had to email repeatedly to find out where my order was; one style not in stock for over 4 weeks so requested a refund which was also slow to be processed. The style that was in stock were really uncomfortable, not soft leather at all but really hard and cheap feeling; one size damaged on sole and the fit was dreadful - 40 way too small and 41 way too big !!! See other negative reviews that said the same. Overall really disappointed and I had to pay a service charge to return them!!!!
Nigel P.
First purchase and unfortunately the shoes didn’t fit. The return process was easy enough but they deduct a service charge for a refund. They take 14 business days to review before they make a refund! This process needs to be quicker I do not recommend this company based on their customer service.
Don
Bought some shoes for my girlfriend, which then I returned. I’ve sent the shoes back over 3 weeks ago but still haven’t my refund. Have emailed 3 times, still haven’t heard back.
Desi H.
The shoes are fantastic: I have five pairs; had to send one back due to a sizing issue: found that returns are not free as they say, if you want a refund you have to pay £2.50 or you can get the whole amount back if you choose to take the sum as store credit. I wanted to buy another pair because they really are good shoes so chose the store credit; went to buy the shoes and found that my gift card code (for £160) doesn’t work. There is no number to call and I have tried several methods of contacting the company but have received no reply to any of my messages. I wouldn’t advise anyone to buy from this company: you may get a fantastic pair of shoes but if something goes wrong you may well lose your money as it is looking like I have done. 09/10/2023 I am happy to say that within minutes of leaving this review I received a reply to a message I had sent via their contact form a couple of days prior. The issue still took several days to resolve but it has been, satisfactorily. I have been asked if I will consider removing or adapting my review; I am prepared to make this addition because I want to make clear that I did not lose my money but received a refund in full and a discount code for a future purchase - which I have made because the shoes are really excellent. I cannot praise the quality highly enough and would recommend them to anyone - but the customer service needs improvement: at best responses to contact from customers needs to be much quicker; also the fee of £2.50 if you want a refund to your payment method just needs to go. That has what has caused the trouble in this case: if returns are free they should be free. This is my honest review of my experience with Sans Matin; I am not prepared to alter the star rating because although the shoes deserve five stars leaving customers in doubt about refunds is serious.
Belinda R.
I wish I had a glowing review like so many I read before purchasing. Sad to say thats not the case here. Not comfortable at all. The tongue was cutting into my ankle, it might have been better with a curve in it and softer leather for flexability the weight was way too heavy for any comfort and the shoe sizing that they offered didn't work for me. I had to return them. That was also a bit of a chore. Make sure you don't throw out the tissue because they want it all back for a refund and all the paperwork as well. Topping it all off they charged me $3.00 to send back a very uncomfortable shoe.. they definitely don't make it easy. I won't buy from this shoe company and will not recommend to anyone I know. I am hopeful to receive my refund without having to go through all the issues I have now found through the reviews I just saw here. I wish I would had done better researching on this company but I will definitely take it to the bank if I have to.
