Reviews show a clear split in customer experiences for DEAR FRANCES. Many buyers praise comfort, leather quality and premium presentation, citing fast delivery and attentive help in some cases. At the same time, numerous reviews describe defects (stitching, sole wear), disputed returns and slow or dismissive customer service. Potential buyers should check sizing carefully, read the published returns and shipping terms, and consider contacting support before purchasing to confirm availability and refund procedures.
Examples from available reviews (Nov 2021 – Feb 2026).
Stitching came undone quickly and brand offered inadequate remedy.
“the stitching on one side came completely undone within an hour.”
Wrong item delivered and poor, unresponsive customer service.
“the WRONG item was in the box.”
Customer service promptly resolved shipping mistake and products were well made.
“They sorted it with FedEx right away and followed up with me.”
Luxury packaging and high-quality leather tote exceeded expectations.
“Como Tote Bag in Black Leather fulfilled my wish for an updated everyday staple”
Service experiences vary: many reviewers report rude or unhelpful support and problematic returns, though some describe prompt, helpful assistance.
Perceived value is mixed: a few see items as investment pieces, but several cite defects, unexpected charges and poor refunds.
Ordering and delivery reports are split: some note fast international shipping and luxe packaging; many highlight difficult returns and exchange processes.
Product feedback often praises comfort and leather, but multiple reviewers report stitching failures, rapid sole wear and manufacturing defects.
Communication issues recur: complaints include delayed or missing replies, blocked emails and inconsistent messages, while some customers praise prompt replies.
Overall impressions are split: many customers report positive unboxing and comfort, but a substantial share reports serious post‑purchase and service problems.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (36) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Excellent product quality and unparalleled customer service.
“Stunning quality and customer service is unparalleled!”
Customer service promptly and graciously fulfilled accessory request free of charge.
“Nancy, of client services, was so gracious to accommodate my concern.”
High-quality shoes with friendly, extremely helpful customer service.
“Beautiful, high quality shoes and their customer service is friendly and extremely helpful.”
Gorgeous, high-quality products with fast, free shipping and simple exchanges.
“exchanges are incredibly simple (also free)”
Comfortable, beautifully made shoes with seamless ordering and delivery.
“Such lovely shoes.”
Beautiful, comfortable sandals and excellent customer service resolving delivery issue.
“Beutiful sandals, very comfortable.”
Soft, wonderful-quality leather boots that fit perfectly on first purchase.
“softest leather and wonderful quality”
Customer service was consistently responsive and very helpful.
“they were consistently responsive and very helpful.”
Very soft, delightful shoes delivered within a few days.
“These shoes and boots are HEAVEN.”
Buttery soft leather, quick delivery and excellent service impressed reviewer.
“The buttery softest leather.”
Customer service was great and helpful.
“Great customer service”
Beautifully designed, high-quality goods with outstanding customer service.
“Customer service is outstanding.”
Exchange process is slow, taking seven to ten working days to replace items.
“it takes them 7-10 working days apparently, to send out the new item”
Long-lasting, well-made products and excellent customer service.
“Great quality products, long lasting and well made.”
Thoughtful, high-quality leather products and responsive customer service.
“High quality crafted leather products.”
Customer support was kind and helpful.
“Kind and helpful customer support!”
Fast shipping and helpful sizing advice made the purchase delightful.
“they really do go above and beyond 🥰🥰”
Wrong item delivered and poor, unresponsive customer service.
“the WRONG item was in the box.”
Luxury packaging and high-quality leather tote exceeded expectations.
“Como Tote Bag in Black Leather fulfilled my wish for an updated everyday staple”
Customer service was very friendly and helpful.
“Very friendly and helpful responses!”
Beautiful, comfortable shoes with top quality and efficient delivery.
“Beautifull, extremely comfortable shoes.”
Refund delayed and customer service rude, claiming unclear damage.
“it was over a month later”
Returns marked as damaged and refund request rejected despite brief wear.
“the shoes were marked and damaged soles”
Helpful, prompt customer service made returns and gift card use easy.
“they were so helpful and friendly with the service they provided.”
Boot soles deteriorated quickly and brand dismissed concerns as normal wear.
“the soles showed severe wear, cracking, and deterioration”
Lovely mesh flats with great quality and helpful customer service.
“the quality was divine as always”
Multiple product faults and poor customer service; refunds and exchanges mishandled.
“Horrible company, horrible management and dreadful customer service.”
Exchange refused despite invoice terms, leaving customer dissatisfied.
“it clearly says on the invoice 28 days”
Customer service promptly resolved shipping mistake and products were well made.
“They sorted it with FedEx right away and followed up with me.”
Stitching came undone quickly and brand offered inadequate remedy.
“the stitching on one side came completely undone within an hour.”
Poor quality and high delivery charges make the price unjustified.
“Predatory delivery charges”
Very comfortable but sizing true to size; sale items non-returnable.
“they are really true to size”
Soft, breathable mesh ballet flats fit well after sizing down.
“The mesh is soft and supple.”
Comfortable, elegant boots of top-notch quality and lasting feel.
“I absolutely love these boots!”
Price dropped after purchase and customer service only issued unusable store credit.
“They did give me a store credit that I have no use for”
Fast delivery and very good product quality.
“Fast delivery and very good quality products”
Wow!
I've never had to reach out to a place like this before, but I am so pleased that I did.
I can't believe how unhelpful the person was on the phone - she was harsh and arrogant.
She made me feel like she couldn't wait to get off the phone with me.
And when I walked in there to pick up my sneakers, the customer service was much worse!
Dear Frances -
you have got it right with the shoes, however your customer service is poor.
No response to email queries.
No apologies for delays in delivery.
Very disappointing
I hope someone else is reading this review and not making a similar mistake of buying from this company,
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
DEAR FRANCES is a contemporary fashion label selling footwear and leather accessories direct to consumers. The brand is known in online retail channels for shoes, bags and related accessories, and is frequently searched by shoppers comparing quality, sizing and returns policies.