“I would never order from Sorelleuk again.
1. You have to pay for your return delivery - when all competitors offer this for free.
2. You DO NOT receive refunds when you return items, only store credit.
3. You can not return things in the sale (I did this without knowing only to receive an email saying I had to pay another £3.99 to get the item back or i’d loose my money)
All this VITAL information isn’t very apparent when shopping on their website and they need to make it more obvious. Obviously they intentionally make the information discrete, very sneaky.
Poor customer service via email, slow delivery and no way of complaining or writing a review via their website.
Daylight robbery”
“The worst experience, I love to online shop and have been ordering from PLT,Boohoo,missguided,isawirfirst and a couple more for years! As I have always been happy with these companies I had no doubts ordering from here.
I had pre-ordered an item which I didn't know and got next day delivery.. item took a month to come and was not happy with how it looked or the quality of it! Now the catch is that you cant actually get a refund they give you a gift card for their store.. now this makes a lot of sense as reading all the bad reviews I can imagine how many customers they would lose out on.. this case you have no choice but spend your money at a store you dont like dont trust and dont want to buy from. The lady who was dealing with my complaint was also unpleasant, was not apologetic and did not even reply to my last email, very unprofessional!
I suggest you keep this as your last resort to order from, there are amazing trustworthy online companies you can but from in confidence instead, and if having any issues you would be refunded/compensated therefore dont have to think twice before buying an item.Most online shops have free returns and exchanges, whereas here you also have to pay for your own shipping.”
“Do not order from this brand. My order arrived missing an item and they are refusing to take any action. Honestly shocked. Disputing via PayPal now so wish me luck...
In terms of quality, it has been hit or miss. The good items are really good but some stuff isn’t lined which is a shame.
Overall not worth it if they are going to lie about packing orders and not actioning disputes.”
“Honestly do not buy from this website. I believe most the good reviews are fake as all experience I’ve unfortunately had with them is awful. Over priced items, quality is awful, sizing wrong, don’t offer refunds only store credit, you have to pay to return the item and I returned an item in March and still have had no store credit ..... over three months they’re blaming covid but happy to keep processing orders ! They are money grabbers”
“If I could rate this shop 0 stars I would or even less, this shop is down right wrong and needs to be shut down.
First of all, when my payment bounced they asked to see my drivers license, passport and credit card numbers which in NONE of their fine prints state they needed this proof of identification, and I also payed with PayPal which baffles me as to why they need my credit card details when they don’t even see them. They were so rude about how they handled it and kept changing what they were going to do, one day was one thing and the next day it was a different thing...
The dresses we nice enough but the material is SOOOO light I literally walked into a bar and the whole thing flew up in the air showing everything underneath. i can’t imagine any of the clothing would be any better and definitely is NOT worth what they are asking for..
Would not recommend, absolutely disgusting customer service, don’t waste your time or money with them.”
“IF I COULD GIVE 0 I WOULD. AUTOMATED RESPONSES, IGNORED EMAILS AND DELETING NY COMMENTS. IF YOU WANT YOUR ORDER, DON’T BOTHER BUYING FROM THIS COMPANY. OVER A MONTH OF COMMUNICATION FROM MY END WITH NO RESPONSE. THEY WILL TAKE YOUR MONEY AND THATS THE END OF IT. DON’T WASTE YOUR TIME!!!”
“The worst company i have ever dealt with!!!!!!
If i could give this minus stars i would!!! I have proof of all below correspondence.
On 26th September 17.41pm I ordered a dress from Sorelle UK, total £31.74.
On Monday 30th September I tracked my order on Hermes using the number they had provided and saw that it was ‘with your courier’. The status stayed like this and has not changed since, I was at home sick and no delivery was attempted.
I sent an email on Wednesday 2nd October asking Sorelle UK to let me know when I could expect my order, no reply.
I sent a further email on Thursday 3rd October asking the same thing. This time I received a reply telling me that my order had been delivered, also supplying the tracking number that I had been using all week that clearly showed the status as ‘with your courier’.
I responded letting them know that it hadn’t been delivered and they replied once again insisting that it had and that once they could see it had been delivered that there was nothing further they could do for me and no further options.
I then asked them to provide me with a time of delivery, a signature, proof of GPS location for the driver or proof that it had been left in a safe place. At this point I also sent them a screen shot showing them the status on Hermes as ‘with your courier’.
Their reply simply stated that it hadn’t been left in a safe place, they ignored all requests for proof of delivery. They stated:
‘Delivery has been made, tracking states delivered which is all we need and no further correspondence will be given.’
I then sent 4 further emails, getting no response to any of them. I told them that I do not accept their response and that I wanted a replacement or a refund right away.
During this time I had left numerous complaints on Instagram and Facebook – I was blocked on both and all my comments were deleted as well as those by my friends and family members. The company responded to one comment telling me they had spoken to Hermes and they had provided her with GPS proof that the parcel had been delivered - COMPLETE LIE.
I also raised a complaint on ‘Resolver’ and Sorelle UK responded on this with a blank email which meant I was unable to escalate this any further without their cooperation!
I sent an email to the Retail Ombudsmen who were also unable to help me as Sorelle UK are not on their list as registered. I would have had to ask them to cooperate and be investigated, which of course they wouldn’t have.
By this time I’d got a response from the complaint I sent into Hermes, they were extremely helpful and confirmed that my parcel had been lost and not delivered. They sent me proof of this. They let me know that Sorelle UK could get in touch with them and they’d reimburse them. They couldn’t reimburse me as their contract was with Sorelle UK, it would then be up to Sorelle UK to reimburse me.
I took this information and emailed Sorelle UK, giving them a chance to make this right. I included the proof from Hermes that it hadn’t been delivered and hoped this would finally be resolved. Their reply was: Hello, You are emailing Sorelle UK customer service, this issue has been resolved. No further emails will be replied to. ‘
I found one of their personal Instagram pages (that i have now been blocked on too) and sent a message. Their reply was very rude , telling me that she ‘had staff’ to deal with this and wished me a very sarcastic good luck with trying to get my money back from them. I have screenshots of it all.
I cannot explain how angry I am that they think they are able to get away with this. It is their legal responsibility to ensure my parcel is delivered and if it’s not to contact the courier and solve the issue. I have had to do all the liaising, I am out of pocket and without the dress that I ordered.
I have reported this to Watch Dog and various other platforms and will not stop until I get my money back. I made that very clear to them...
ANYBODY ELSE IN MY POSITION, ASK YOUR BANK TO REVERSE THE TRANSACTION - THIS COMPANY DOESNT HAVE A LEG TO STAND ON!”
“I ordered from this company a long time ago, the quality, material, fit and colour of the item were far from the picture shown in the website. I sent them a polite email to which I had the most blunt and rude response telling me their pictures were a true representation of the items. I was outright refused a refund even though the quality was extremely poor and the item was unwearable. I was told I needed to pick a new item. Which I ended up doing as there was no other way of resolving the issue. To no surprise the replacement item was also of poor quality. Cheap, thin material which looked more like pyjamas or even a ‘dress up’ outfit. I delved further into the ‘store’ online and saw a few home truths. I wish I had done my research beforehand as I have yet another unwearable item. This company has ZERO customer service, extremely rude and do not care once they have taken your money. I tell everyone I know to NEVER order from the site. Disgusting.”
“***************************************************************
VERY VERY BAD COMPANY TO DEAL WITH. MY ORDER ARRIVED LATE. THIS WAS A GIFT FOR MY GIRLFRIEND FOR HER BIRTHDAY. AS IT ARRIVED LATE I SENT IT BACK TO BE GIVEN A CREDIT NOTE. THEN THE WAS I WAS SPOKEN TO WAS SHOCKING. THEY DO NOT HAVE A CARE IN THE WORLD WHEN THEY HAVE YOUR MONEY. CURRENTLY GOING THOUGH THE BANK TO GET MY MONEY BACK.
PLEASE LISTEN TO OTHER AND SHOP ELSEWHERE.
************************************************************************”
“On 26th September 17.41pm I ordered a dress from Sorelle UK, total £31.74.
On Monday 30th September I tracked my order on Hermes using the number they had provided and saw that it was ‘with your courier’. The status stayed like this and has not changed since, I was at home sick and no delivery was attempted.
I sent an email on Wednesday 2nd October asking Sorelle UK to let me know when I could expect my order, no reply. I sent a further email on Thursday 3rd October asking the same thing. This time I received a reply telling me that my order had been delivered, also supplying the tracking number that I had been using all week that clearly showed the status as ‘with your courier’.
I responded letting them know that it hadn’t been delivered and they replied once again insisting that it had and that once they could see it had been delivered that there was nothing further they could do for me and no further options.
I then asked them to provide me with a time of delivery, a signature, proof of GPS location for the driver or proof that it had been left in a safe place. At this point I also sent them a screen shot showing them the status on Hermes as ‘with your courier’.
Their reply simply stated that it hadn’t been left in a safe place, they ignored all requests for proof of delivery. They stated:
‘Delivery has been made, tracking states delivered which is all we need and no further correspondence will be given.’
I then sent 4 further emails, getting no response to any of them. I told them that I do not accept their response and that I wanted a replacement or a refund right away.
During this time I had left numerous complaints on Instagram and Facebook – she blocked me on both and deleted all comments from both myself and family members. Manuela Mosca, one of the Directors of the company responded to one comment telling me she had spoken to Hermes and they had provided her with GPS proof that the parcel had been delivered (you will see later that this is a complete lie).
I also raised a complaint on ‘Resolver’ and Sorelle UK responded on this with a blank email and I was unable to escalate this any further without their cooperation.
I sent an email to the Retail Ombudsmen who were also unable to help me as Sorelle UK are not on their list as registered. I would have had to ask them to cooperate and be investigated, which of course they wouldn’t have.
By this time I’d got a response from the complaint I sent into Hermes, they were extremely helpful and confirmed that my parcel had been lost and not delivered. (see attached correspondence). They let me know that Sorelle UK could get in touch with them and they’d reimburse them. They couldn’t reimburse me as their contract was with Sorelle UK, it would then be up to Sorelle UK to reimburse me.
I took this information and emailed Sorelle UK, giving them a chance to make this right. I included the proof from Hermes that it hadn’t been delivered and hoped this would finally be resolved. Their reply was: Hello, You are emailing Sorelle UK customer service, this issue has been resolved. No further emails will be replied to. ‘
I found Manuela Mosca’s personal Instagram (that she has now blocked me on too) and sent her a personal message. She sent me a very rude response, telling me that she ‘had staff’ to deal with this and wished me a very sarcastic good luck with trying to get my money back from them. I have screenshots of it all.
I cannot explain how angry I am that they think they are able to get away with this. It is their legal responsibility to ensure my parcel is delivered and if it’s not to contact the courier and solve the issue. I have had to do all the liaising, I am out of pocket and without the dress that I ordered.
I have reported this to Watch Dog and various other platforms and will not stop until I get my money back. I made that very clear to Manuela.”
