solepremise.comReviews of solepremise.com

This company proved to be honest and altough it was awkward on a return everything worked out --its very high quality and I 100% suggest you buy from Sole Premise--excellent bags for traveling

Please do not order from Sole Premise. Beware. After seeing their advertisements on Instagram and Facebook, I ordered the ‘Royal Blue Tumbled Leather Roller Bag’ on July 10th. The next day, July 11th, I received an email from a Gmail address stating the item wasn’t in stock. So, their inventory was incorrect, for one. They gave me 3-4 other color options which I did not want, as this color specifically matches my luggage set. I replied the very next day, July 12th, asking for a refund because none of those colors worked for me. I had no reply from them from THEIR initial email, so I contacted them again on July 15th via email and their online website chat portal. Only then did they get back to me, stating, “Thank you, we actually did have 1 remaining roller in Royal Blue!” I said okay and that I looked forward to receiving it. They created the shipping label immediately. Today, I checked the tracking number and found that nothing further than the label being created has been done. UPS says they have no record of receiving the item. I messaged them twice today asking for a response and an immediate refund. Only my second online message was answered once I asked them was this typical behavior of the company. Unbelievably, they only offered me a $20 off coupon for my next purchase, which there won’t be. They have my $180 for the item, and I have no merchandise going on 2 weeks now. Their email response stated, “At this time, we are addressing this with our Fulfillment Team,” which contradicted the online messenger response that said, “We sincerely apologize for any inconvenience and sincerely appreciate your patience in this matter as this is not a reflection of our company. I do see there was a slight delay due to the item going out of stock. We provided an email with all updates. Unfortunately, those can be flagged as spam. The new item is set to ship out Tuesday or Wednesday of this week. Once it is ready to ship, you will be emailed all of the up-to-date tracking information.” Still, this did not remedy the situation as I needed the item for travel this week or did it provide my $180 refund, despite this being my second attempt asking for it back. Needless to say, I opened a dispute with my credit card company. I also read the reviews on their company on Trustpilot and regret not having done so before ordering, as they have a 2.8/5 star rating, with reviews very similar to the issue I am having now. Please reconsider spending your money with them.

Worst company I have ever dealt with. Product never delivered and refused to send a new one or give a refund. Then customer service was ride and obnoxious. Never purchase anything from this company.

Very bad customers service, no reply on email nothing, I made a mistake on order and Can not even cancel it.

I ordered a product on 7/7/22 that showed it was in-stock and available to ship. My credit card was promptly charged at the time of the order. However, I later received a message from the company telling me the item was sold out and I could upgrade for a discounted rate to get an available product. I responded asking to cancel and refund my order but did not get a response. Then a couple days later, I received confirmation that the order shipped. I attempted to inquire about this but my email went completely ignored. (There is no phone number for the company on their website.) When I received the order, the product did not match the description on the website (the bag could not accommodate a size 13 shoe even though the description on their website indicated it can accommodate up to a size 15 shoe). As a result, the bag was useless for me. I submitted a request for a refund but the company did not provide a return label. Instead, a day later, I received a curt email telling me I ordered the wrong bag and "only the XL bags accommodate size 13-15". In the email from customer service, the representative did not provide his/her name or any contact information. The representative offered no solution and no further instruction on how to return the bag. In every email I sent, I asked for a representative's name and a phone number of the company but that was ignored every time. I have the screen shots proving the Solepremise website contains inaccurate item description information. My documentation proves that they clearly advertise that the bag I purchased can hold up to a size 15 shoe. I sent this information back to the company and asked for a phone number and a name of someone I could speak with to rectify the situation, but was ignored for days so I had to file a BBB claim and see if the Better Business Bureau can help me get my money back. After the BBB got involved the company responded to me but still refused to issue a return shipping label and told me that I would have to ship it back at my expense (20% of the purchase price to ship). I then provided more documentation (screen shots) showing that they are advertising the exact bag I bought on social media, Amazon and their own website as fitting a size 13 shoe. Instead of owning up to their mistake, I was spoken down to and told I should have just ordered the XL bag! I think it would only be fair that I am allowed to return the bag for a complete refund (including shipping costs) because the company knowingly misrepresented information to con me out of $104.99. Judging from what the BBB reviews indicate, I don't trust this company will even refund me if I do return the bag - especially if they won't provide the shipping label. (Read the BBB reviews - they scammed a lot of people this way) Since I initially made this complaint and asked for a full refund, Sole Premise tried to be slick and changed the copy on that item page to now read, "can hold up to size 13 shoe (Depends on model and silhouette)". However a simple Google Cache review documents that Sole Premise made this update on 7/19/22. I have screenshots of the page before they changed it, of the Google cache showing they updated it, and the new updated page. Furthermore, SolePremise wasn't even smart enough to update the page correctly because size 13 Pumas won't even fit in the bag. Every dealing I have had with Solepremise so far has been shady and unprofessional. They delete all social media comments that aren't glowing reviews and this is reflected on their website where they miraculously have only 5 star reviews published. Don't get scammed by this company!