Dear Frances reviews and discussion

Influenced by Instagram, I bought a gio bag and a pair of rain sandals. The bag was faulty, and the sandals design makes it unwearable —sharp corners cut into my feet after 5min wearing them. When I requested a refund, I was only offered store credit, which is unacceptable and not to mention illegal in the US and Europe for defective items. Very disappointed and can’t recommend. Promptly unfollowed the influencers promoting this brand online as well. Notice how the picture on their website looks like vs the bag I received.

The quality is terrible for the price point and the customer service was absolutely shocking. I received boots that did not look the same (see photo). Although it was outside of the return window, I made a complaint and asked for an exchange for a replacement pair that actually looked like they were a pair and was told that differences are normal and to apply a leather cream (which I already do every 3 months). Anyone in their right mind can see that these shoes are simply made of different quality leather and it is not a matter of 'wear and tear' on my part causing differences. Absolutely disgraceful for the price point, both in terms of quality and the treatment I received on raising the issue.

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 I had 28 days to do this. When I tried to do the exchange, it wouldn’t let me and then I saw on the website that I had to start the exchange 14 days after purchase. This was only a couple of days after so I’d hoped they would honour my exchange as I’d be paying extra for the new pair. I contacted customer service who said they wouldn’t do that and their policy was on the website. This is completely misleading as it clearly says on the invoice 28 days. I’m astonished that this company was happy lose a returning customer and seems not to care about its reputation. Terrible way to treat customers

I have two pairs of their apple leather products and I LOVE them. I'm so sad that they seem to be sunsetting that type of leather--I'm trying to buy fewer animal products for environmental reasons so it's disappointing that they seem to be moving in the wrong direction.

I really love this brand. Everything from their brand design, to customer service consistency and the quality of items. It is an investment brand, and a bonus-at-work treat but worth the money. Timeless footwear you will love for a long time, and that will go with most of your outfits. Highly recommend as a gift.

If you write a negative review, the company will insult and intimidate you. Most good companies have strong leadership but to insult a customer (I bought two boots and returned one pair--which means I still paid this company $700) is outrageous.

Absolutely beautiful shoes and very comfortable. Love the mission also!