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I've always liked their shoes but my most recent pair of gingham flats really let me down. The quality just isn't there. I wish I'd sent them back immediately. The material is so thin you can see straight through to my toes. The sole started peeling off after only 10 wears or so. Won't be buying from them anymore.

Their clothing is actually quite nice in my opinion. I've shopped their items at various retailers across Europe and through other online sites for years. But when I ordered directly from them and tried to return one thing, they wanted 40 Euros just for the return shipping. That's outrageous. Other brands either cover return costs or charge maybe 15 Euros max if they use a good carrier. This is ridiculous. They just lost a customer who's spent thousands of dollars with them over the years through other stores.

I got a wool and cashmere sweater and the style and softness were beautiful. But the piece is basically unwearable. Pilling shows up everywhere after wearing it for just a couple of hours. I hand wash it in cold water and lay it flat to dry, yet I still need to de-pill it constantly. For a $500 sweater you'd expect it to last more than an hour before becoming a matted mess. It's unacceptable. When I contacted them about it they sent me care instructions I already follow and had the audacity to say the excessive pilling proves it's high quality cashmere. That's nonsense. I own many cashmere pieces and none of them have this issue. This is a quality problem and the company won't stand behind their product.

Placed an order online but never got my stuff. The shipping company left the package at a locker location and the access code they provided didn't work. When I told the company what happened they basically said to file a complaint with the carrier myself. They refused to help. Over $2000 worth of merchandise just gone and they say it's not their problem. There must be some deal between them and the shipper that lets them off the hook. I'm giving customers fair warning not to buy online from these guys.

Wanted to return a shirt I wore once that came out covered in pilling and had snags throughout. It seemed like a material defect to me. Went to a physical location and they said they couldn't handle returns or refunds - everything has to go through their customer service department. Still waiting for resolution. Got an email saying pilling is normal wear and tear and suggesting I buy a de-pilling tool. I bought this in late September and wore it just days later. The shirt looks unwearable.

I need to express my frustration with their return and exchange policies because I'm a loyal customer and they're losing me over something really minor. I've spent money on bags, shoes, boots, sweaters, pants, jackets and more from them. They refused to do a basic size exchange for two shoes I still wanted to keep. I liked the shoes but needed them bigger. Both were in stock and weren't discounted. It should have been no issue to just swap them for a larger size. Customer service rejected it saying I was outside the 30 day window, but their own site shows they have an extended holiday exchange offer right now. My purchase was 10 days before I would have qualified. They mentioned I could exchange items as gifts without any time limit as long as I had a gift receipt. That logic is totally inconsistent. If the same shoes had been given to me as a present on the same day, suddenly the rules would be different. I went to the store in person thinking the manager would be reasonable. Unfortunately she treated me rudely and refused to consider an exception.

I'm really disappointed to share this experience because I've bought tons from them over the years. I own dozens of their bags, shoes, boots, sweaters, pants, and jackets. I can't believe they won't do a simple size swap. I emailed asking to exchange two pairs of shoes in a different size. I still liked them, just needed a different fit. Both pairs were available and not on sale so it seemed straightforward. They refused the exchange because it was past the 30 day window, even though their website advertises an extended holiday return period. My order was placed just 10 days before the cutoff. They said if they were gifts I could bring them into a store with a gift receipt for an exchange, with no time limit apparently. That doesn't make sense. The logic should be the same regardless of whether something was gifted or purchased. I went to a store hoping a manager would help. Instead she was condescending and dismissive.

Pricing doesn't match the quality at all. The designs are tailored and straightforward just like tons of other designer brands that focus on fitted cuts. The fabrics are ordinary - a cotton shirt is a cotton shirt. Manufactured in Asia. I don't see how they justify charging what they do.

Way too pricey for what you get. The cuts are tailored and basic like you'd find at plenty of other high end retailers that go for that same tight fit aesthetic. Materials are nothing special - cotton is just cotton. Made overseas. There's really nothing here that backs up their premium pricing.

Purchased a gorgeous cashmere sweater on sale last year for over $300. Started pilling right away. When I complained they first said they were sorry about the defective item. After I sent photos they switched gears and explained that cashmere naturally pills because it's such a fine material. They said it happens from temperature changes and rubbing, then recommended I buy a de-pilling tool from a discount store or online. They also suggested washing it according to the label to keep it in good shape. I own several cashmere pieces and none of them have this problem. This is clearly a quality issue and the company won't take responsibility. Would not purchase cashmere from them again.

Ordered a large cashmere sweater that didn't fit right, so I sent it back through a major courier right away. Five weeks later and still no refund has hit my account even though the courier confirmed delivery at their facility. Customer service keeps requesting additional courier receipts and has been slow and unhelpful throughout this whole ordeal. Meanwhile I already went ahead and bought a medium in the same style and paid for it upfront.

Hands down the worst customer service I've dealt with. This place is a complete mess. The customer service line is always closed no matter when you call. When I finally got an email back, the person was rude and didn't help at all. Save yourself the aggravation and don't bother with this brand.

Here's what happened: I called with a simple question about returns and the customer service person flat out said they weren't interested and didn't have time to help people outside the US. She made it crystal clear she doesn't want to deal with international customers. She clearly realized how insulting that sounded and tried to backpedal but still didn't actually help me. So if you're confused about why they have an international website when they treat overseas shoppers this way, I am too. I won't be spending money with a company that operates this way. It was my last purchase from them.

The staff seemed completely uninterested in helping me or making a sale. They were genuinely unpleasant to deal with. Honestly it made sense that I was basically the only person shopping in the store that day. Location in Washington D.C.

They make beautiful clothes. Unfortunately their corporate customer service is basically nonexistent. Voice mails never get returned. I've sent multiple emails with zero responses. From now on I'm going to buy their items through department stores or other retailers instead of ordering directly.