Reviews Analysed
21
We Collect & Analyse Reviews
DEAR FRANCES
Experiences & 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.
Overview & Key Metrics
Positive Sentiment
57%
Latest Review
18d
Overall Rating
3.2
Our Analysis
🎯
Service quality
Service experiences vary: many reviewers report rude or unhelpful support and problematic returns, though some describe prompt, helpful assistance.
Share
Weak
16%
💰
Value for money
Perceived value is mixed: a few see items as investment pieces, but several cite defects, unexpected charges and poor refunds.
Share
Weak
9%
⚡
User experience
Ordering and delivery reports are split: some note fast international shipping and luxe packaging; many highlight difficult returns and exchange processes.
Share
Mixed
18%
🔧
Product quality
Product feedback often praises comfort and leather, but multiple reviewers report stitching failures, rapid sole wear and manufacturing defects.
Share
Mixed
19%
📞
Communication
Communication issues recur: complaints include delayed or missing replies, blocked emails and inconsistent messages, while some customers praise prompt replies.
Share
Weak
15%
⭐
Overall experience
Overall impressions are split: many customers report positive unboxing and comfort, but a substantial share reports serious post‑purchase and service problems.
Share
Mixed
23%
Our Independent Methodology
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Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (November 2021 – September 2025).
Beware this brand. Bad quality, terrible customer service.
"I paid £380 for a pair of shoes expecting them to be good quality. This brand sells themselves as premium & made in Italy, so I invested in a classic..."
Sophie
Trustpilot
Sep 30, 2025
Featured for: Detailed product fault and service failure
Horrible customer service
"I bought a pair of shoes that I really really wanted for a long time during a recent sale. When the package arrived, the WRONG item was in the box. I..."
Luba Cheung
Trustpilot
Sep 30, 2025
Featured for: Wrong item and blocked email complaint
I had an excellent experience with…
"I had an excellent experience with customer service. I made a mistake in my order and only realized it after the pieces were already shipped, and cont..."
HM
Trustpilot
Sep 30, 2025
Featured for: Positive customer service and resolved shipping
A Brand to Love
"A special day it is to receive a package from Dear Frances. Enclosed in a luxe branded box, you will find a leather good that exceeds all others that..."
Morgan
Trustpilot
Sep 30, 2025
Featured for: Luxurious packaging and product praise
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
L
Linglian Peng
trustpilot.com
Sep 30, 2025
obsessed!
First time shopping with this brand and they really do go above and beyond 🥰🥰 My shoes and bag came all the away across from UK to AU within a week an...
L
Luba Cheung
trustpilot.com
Sep 30, 2025
Horrible customer service
I bought a pair of shoes that I really really wanted for a long time during a recent sale. When the package arrived, the WRONG item was in the box. I...
M
Morgan
trustpilot.com
Sep 30, 2025
A Brand to Love
A special day it is to receive a package from Dear Frances. Enclosed in a luxe branded box, you will find a leather good that exceeds all others that...
A
Anna Karolin
trustpilot.com
Sep 30, 2025
Very friendly and helpful responses!
Very friendly and...
M
Magda Derwisz
trustpilot.com
Sep 30, 2025
Beautifull
Beautifull, extremely comfortable shoes. Top quality! Very pro...
Z
Zhaniya Alimzhanova
trustpilot.com
Sep 30, 2025
Awful customer service
I returned shoes I tried on, they were too small. Eventhough they refunded me the money, it was over a month later, and they also sent me an email say...
M
Maria MacNamara
trustpilot.com
Sep 30, 2025
Promise doesn’t match the experience
I bought two pairs of loafers / which came to just under AUD2000. The shoes didn’t fit and I arranged for them to be returned- a process that can best...
L
Leonore Deaton
trustpilot.com
Sep 30, 2025
So attentive and easy to connect with!
I recently needed help with a return and use of a gift card, and the company was so helpful and friendly with the service they provided. They respon...
R
Roberta Jordan
trustpilot.com
Sep 30, 2025
I purchase a pair of Dear Frances boots…
I purchase a pair of Dear Frances boots and have been extremely disappointed by both the product quality and the brand’s response. After only a few we...
N
Nancy C
trustpilot.com
Sep 30, 2025
Forever my fav shoe brand! Love my new Mesh flats
Just received my new pink candy mesh flats, they are so dreamy! The most perfec...
J
Jacqueline
trustpilot.com
Sep 30, 2025
Horrible Company
A year ago I purchased a pair of shoes that didn’t even have holes on one strap so the buckle could function. Originally they denied my return but aft...
C
CM
trustpilot.com
Sep 30, 2025
Terrible company and customer service
Terrible company and customer service. I bought a pair of shoes in the sale which were too big so I planned to exchange them. It stated on the invoice...
H
HM
trustpilot.com
Sep 30, 2025
I had an excellent experience with…
I had an excellent experience with customer service. I made a mistake in my order and only realized it after the pieces were already shipped, and cont...
S
Sophie
trustpilot.com
Sep 30, 2025
Beware this brand. Bad quality, terrible customer service.
I paid £380 for a pair of shoes expecting them to be good quality. This brand sells themselves as premium & made in Italy, so I invested in a classic...
C
Consumer
trustpilot.com
Sep 30, 2025
Quality just isn't there and theres no…
Quality just isn't there and theres no justification for the price. Predatory delivery charges that force you to pay a premium and don’t offer standar...
C
Consumer
trustpilot.com
Sep 30, 2025
It is indeed the most comfortable shoe…
It is indeed the most comfortable shoe i have ever worn. I chose half size up from my regular size and it was a big mistake since they are really true...
C
CJBecks
trustpilot.com
Sep 30, 2025
Love this ballet flat
Love this ballet flat. Very feminine. The mesh is soft and supple. It breathes so that my feet aren’t hot or sweaty. And, the leather tri...
N
Nicola
trustpilot.com
Sep 30, 2025
I absolutely love these boots
I absolutely love these boots! They strike the perfect balance between elegance and luxury. The design is sleek and timeless, and they elevate any out...
E
Erin
trustpilot.com
Sep 30, 2025
Terrible customer service
Terrible customer service. I bought a pair of boots that went on sale that day and then mysteriously the price changed to almost 50% lower within hour...
L
Luli
trustpilot.com
Sep 30, 2025
Fast delivery and very good quality…
Fast delivery and very...
Conclusion
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.