John N.
The sizing is completely incorrect
The sizing is completely incorrect. My husband purchased many items in sizes M and L, and they were exactly the same size, even though they were labelled as medium and large. Trying to return any item is virtually impossible, as you have to pay an extortionate fee. They do offer a credit note for future purchases, but fail to add it to your account, claiming they emailed it to you via a code that never reaches your inbox. The customer service is abysmal, and emails take far too long to get a response, delaying any possibility of a return or credit note. After 5 months, I am still unable to get the credit note I was promised applied to my account. I am left with £100 of underwear that I am unable to wear. Please do not purchase from this company. If you are purchasing for your partner, please buy locally. The sizing is completely incorrect - save yourself a lot of hassle. This company should be thoroughly investigated. Taking people's hard-earned money and providing items that are not fit for their intended purpose. Shame on you. 26/06/26 Thank you for your blanket response to my review. But I have spent an unacceptable amount of time trying to resolve this issue. The order was placed on 12/12/25, and items were delivered on 12/01/26. I requested a return on 19/01/26, but was then advised I would be charged an additional fee per item returned. 26/01/26 Customer services advised that different styles fit differently. I had purchased the same items twice, and even though they were the same size on the tag, they were completely different in sizing. I was offered store credit, which I accepted, as a return would incur extra charges per item and shipping costs. 02/02/26 Customer Services emailed a link to return the items, even though I had requested store credit. 16/02/26 Customer Services agreed to store credit and advised a unique code would be emailed separately, but it was only valid for 30 days, and again requested which Items I would like to be credited for. 22/02/26 Emailed customer services asking for the unique code, as I had not received it. 05/03/26 Emailed customer services asking for the unique code, as it has not been received. 11/03/26 Customer Services emailed, stating they had sent the code and that I needed to check my junk mail. 12/03/26 I replied to Customer Services, stating that junk mail had been checked, and that no such code had been received. 15/03/26 Emailed Customer Services to request the unique code, as it has still not been received. 20/03/26 Emailed Customer Services to request the unique code, as it has still not been received. 23/03/26 Customer Services advised that I would receive credit and that my unique code would be emailed. 27/03/26 Customer Service emailed once again advising I must check my junk mail, to which I replied that the code has not been received and that the email has not gone into my junk mail. 13/04/26 Emailed Customer Services to chase the elusive unique store credit code; I received no reply and have had no correspondence from you since. Your customer service is appalling, taking people's money and selling ill-fitted items. Do not request that I contact customer services when I have done this repeatedly. Try answering your emails and make the effort to get back to them. I know this matter will not be resolved, you avoid doing the honourable thing and giving people their money back. If anyone is thinking of ordering anything from you, I would think twice. The reviews speak for themselves!!! 16/08/26 Update: I received the following email from Sophie & Olivia Team on the 23/07/26. Thank you for your patience, and once again, we sincerely apologize for the confusion you've experienced throughout this process. We've now arranged your store credit for the eligible items from your orders, and you'll receive a separate email shortly containing your gift card code and instructions on how to redeem it at checkout. As previously confirmed, there is no need to return the items—you are welcome to keep them or pass them along. We truly appreciate your understanding and are sorry that your experience didn't meet the standard we strive to provide. We hope the store credit gives you the opportunity to find something you'll enjoy from our collection. If you have any questions or need any assistance, please don't hesitate to get in touch. Kind regards, Regina Sophie & Olivia Lingerie Team Unfortunately, I still haven't received the email with the gift card number. Please do not waste your time purchasing from this company. I haven't followed up on this email, and I don't intend to. It's been eight months. Just hoping to save anyone else the hassle of receiving inadequate, badly sized items and unfulfilled promises.
Response from Sophie & OliviaJun 16, 2026
Hi John, Thank you for taking the time to share your feedback. We're sorry to hear that your experience has been disappointing and understand your frustration. We regret that the sizing did not meet your expectations and that you encountered difficulties with your return and store credit. Our team aims to process all approved store credits and customer inquiries as promptly as possible, and we apologize if this was not your experience. If you were issued a store credit that you have not been able to locate, we encourage you to reach out to our customer service team again so we can verify the details and resend it if necessary. We also take your comments regarding sizing consistency and response times seriously and will share them with the appropriate teams for review. We appreciate your feedback and remain committed to assisting customers with any outstanding concerns.