“Absolutely fabulous! Stunning boots, everyone who has seen them, is insanely jealous Looks great with jeans and skirts/ jumper dresses . Can be casual or smart Comfortable from the get go I love them!”
“Having received a pair of fairfax and favour Regina boots and only having for a couple of years and only wearing them on special occasions the soles have come apart and being high end expensive boots I feel that this is totally unacceptable. They can’t find the original order or my purchase receipt but I would not have had this as they were a gift . So warning to all these boots are not high end and hold onto your receipts . Definitely shall not be buying anymore of their over priced poorly made boots. Also it will not let you upload the photo to show you where the sole has come away on both toes at the same time.. has to be a manufacturing fault . But they will not accept this ! Be careful in spending so much money on such a badly made product”
“Evie Taupe Herringbone Jumper Shrunk After First Wash
Evie Taupe Herringbone Jumper Shrunk After First Wash
I’ve been a loyal Fairfax & Favor customer for over five years, both online and in-store, and have always admired the brand’s style and quality, until now.
I bought the Evie Taupe Herringbone Jumper and followed the care instructions exactly: a gentle wool cycle at 30°C using a specialist detergent. Despite this, the jumper shrank dramatically after the first wash and is now completely unwearable. I even tried reshaping it while damp, but it made no difference.
As someone who lives on a farm and does around eight loads of washing a day, I’m a seasoned washer of clothes; this certainly isn’t my first rodeo with wool. The suggestion that the fault lies with me is insulting and disappointing.
The customer service representative was polite but refused to accept any responsibility, despite clear photos and a detailed explanation. I’ve now escalated this matter twice and specifically requested that it be reviewed by a senior member of the team, yet the outcome remains the same. For a premium brand charging luxury prices, the quality and aftercare have been incredibly poor. For a premium brand charging luxury prices, the quality and aftercare have been incredibly poor.
After years of loyalty, I’ll sadly no longer be purchasing from Fairfax & Favor and will be advising friends and others to think twice before spending their money here.”
“I spent over £400 on a pair of Upton boots which arrived clearly having been worn before. The leather had visible scratches and the soles already had marks on them. For a “luxury” brand that prides itself on quality, this is completely unacceptable.
I immediately contacted customer service with photographs to show the condition of the boots, only to receive what was essentially a copy-and-paste response about their “thorough quality control.” This was frustrating enough, but even worse, it completely ignored the fact I had explained in my original email that I needed the boots for a trip to London the following day. Their suggestion was simply that I use their free returns service – which was impossible, since I had to take the boots with me.
After following up to explain this again, their only response was that because I had now worn the boots, they were unwilling to help further. In other words, they sent me a pair of boots that looked second-hand, I had no choice but to wear them, and once I did, they washed their hands of the situation entirely. That is not customer care, nor is it acceptable for a brand charging these kinds of prices.
I am left with boots that look used straight out of the box and no resolution, despite spending over £400. Fairfax & Favor market themselves as a premium brand, but my experience was anything but premium – both in terms of product quality and customer service. If you value what you’re spending, I would strongly advise looking elsewhere.”
“Accepted my order, took my money they phoned to say out of stock! Terrible service. Feels like a con to keep your money for 3 months until back in stock. Avoid!”
“Amazing customer service! After losing a gift card and finding it again after several years I contacted the team on a Saturday evening via email, not expecting a reply at all till the following wk.
Received a lovely email on Sunday morning from Sian, offering a replacement gift card. Placed my order that day and was packaged and sent out that evening. Have always loved the products but was blown away and love them even more after such amazing customer service”
“Fairfax & Favor consistently go above and beyond as a company. Whether it is communication via email, on the phone, or with the staff in store, everyone is super polite, friendly, knowledgeable and helpful.”
“I love Fairfax and favour and when you experience an issue which isn't often, it's dealt with promptly, efficiently and with kindness and respect. All companies should take a leaf out of their book”
“Bought multiple items from this company and whether it be in store or online, the service received is impeccable. So friendly in store and online is really efficient with fast delivery. The quality and attention to detail of the products is fantastic and after only discovering the brand last year, I’m fast growing a collection. I look forward to purchasing many more items in the future.”
“My Libby coat is just perfect. It fits beautifully. This coat really is three in one. It will be perfect for whatever the British weather can throw at us. I'm in West Cornwall and this coat will be perfect in the wind and rain. The warm lining is so snug for those colder days and really is very wearable on its own if the outer Parker is not needed. The Parker without the lining will be perfect for those many wetter but not cold days we often get down here. Quality, style and practicality in abundance. Delighted!”
“The quality of the goods is terrible. After only a few hours of use the product looked like I'd had it for years. This is not wear and tear we are talking a couple of hours on first use! I received no assistance from customer service who didn't even offer advice or assistance in trying to rectify the situation. They simply washed their hands of any responsibility. "Their hands are tied" Read the other reviews there is a common theme here! The products aren't cheap and I am extremely upset by the quality. Don't waste your hard earned money! Unless you can afford to use things a couple of times and then throw them away!”
“10 days on from ordering my boots they still have not arrived - customer service cant resolve - blue box day ruined - will my boots ever show up - for a company that thrive on a high net worth brand and service to match, I can assure you their service does not live up to standard”
“Amazing customer service by both Poppy & Hermione!
Rang up to enquire about a tassel that I'd lost from my handbag & Poppy arranged for one to be sent to me free of charge & got a follow up email from Hermione...so impressed!”
