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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Rachael J.
The sole of my San Matin shoes were peeling away from the base after two wears. I reached out to customer service and heard nothing. A month later the inside of the shoes are ripping. I’ve tried to write a review but they never send a confirmation to my email confirming I bought them. Probably because it’s one star. Save your $200
Harneet V.
I am sorry to do that this but I cannot believe how poor the response and delivery time has been with Sans Matin. I ordered 2 pairs for my partner’s birthday on 21 July. His birthday was on 30 July, it’s now 4 August and I am still waiting on a dispatch note. I emailed, filled a contact form and messaged on instagram on 26 July - no response until I chased again on 28 July. I was told the shoes would be delivered by today, because they were apparently on pre order (not clearly labelled). And yet, they have not even been dispatched… Such a shame because the trainers look great but my main gift has been ruined, and the company could not care less.
DV
I wish I would have read the Trustpilot reviews. ZERO customer service. Once they have your money, plan to be ghosted. I’ve sent five correspondence via email and their website link with regard to my return. Nothing. Free and easy returns? Lie. They should be cited as a fraudulent company.
Mark L.
User Ordered a pair of trainers for my wife 10 days ago, I got an initial confirmation email and haven’t received any information since I’ve contacted Customer support by Email three times and left messages on their Instagram page and still after three days haven’t had a single response…!!!! after reading the reviews on trustpilot it’s now become apparent that their Customer service is pretty much non-existent and an absolute sham at Best… so clearly when something goes wrong like them losing my Order there is simply no way to get it resolved as you never get an response or answer….. this company is an absolute joke And I will never be ordering from them again. I’ll be contacting my Credit Card for a section 75 claim against this company for neglect to supply or engage with me on the whereabouts of my purchase
Bridget H.
I ordered some trainers from this company. There's a fault on them but otherwise I like them. I would have returned them and reordered but they are now out of stock in my size. I have emailed customer service several times for advice on the best way forward. They could either let me know when my size will be back in stock or perhaps offer a discount because of the fault. After all, their products aren't cheap. They never reply! I wish that I'd read the other negative reviews and not just the positive ones before ordering from this company. This is appalling customer service!!! On a positive note, since writing this review, I have now had a response from customer service and they have sent me a replacement pair of trainers. I do love the product. It's far superior to some makes. It's such a pity this took so long.
Paula G.
Want to complete a return and exchange. They send a label to print rather than a QR code so you have to have a printer. Then normal post office won’t take return as when they scan the label it is not for home shopping returns! Contacted Sans Matin- AI email responses and still waiting to make my return a week later as problem not solved. No communication and no telephone contact details. Poor experience.
Ernesto I.
Bought a pair of shoes from this awful company. they don’t have a customer support team, reached out to them on various social media channels with no response. Item arrived 2.5 weeks after purchase. The material is cheap, plastic looking and uncomfortable. Don’t buy from these guys please. The only reason I bought it is because they are a UK company, which I now regret as I can’t even return them. Avoid like the plague
Memory H.
I wish I had read the reviews on trust pilot before I ordered from this site. It appears to be common practice for this company to take up to 3 months to refund their costumers. Please do not order from this site, if you are unsure you will like the trainers or the fit required as getting a timely refund (up to 14 working days as stated on their website) appears impossible. I have only waited 18 working days now so guess I have a few more months to wait.
