SOREL Arvostelua 

I am extremely disappointed with how SOREL handled my missing $190 order.

OnTrac’s tracking shows that my package was delivered at approximately 2:26 PM, but I did not receive SOREL’s email notifying me that the package had been delivered until 3:38 PM — more than an hour later.

I have security-camera footage showing the delivery. Someone was home at the time, the front door was open, and the driver left the package outside without knocking or ringing the doorbell. I also have footage showing the package subsequently being taken.

I contacted SOREL immediately and requested a replacement or refund. Instead, I was told that because the package was stolen, SOREL would not provide either and that I should contact law enforcement and potentially my homeowners/renters insurance.

I also contacted OnTrac and opened a formal investigation regarding the delivery. SOREL case #01335534; OnTrac case #18819857.

What frustrates me most is that SOREL chose the carrier used to deliver my purchase, yet when I did not receive the merchandise I paid for, I was left with the entire $190 loss.

I understand that package theft can occur, but I strongly disagree with how SOREL handled the situation. Other retailers I have dealt with have investigated missing packages and offered replacements or refunds rather than simply leaving the customer without the merchandise or the money.

At this point, all I am asking for is simple: replace the merchandise I purchased or refund my $190.

I will update this review if SOREL resolves the matter.

If I could give zero stars, I would.

I ordered four pairs of shoes from SOREL, costing over £300. When my order wasn’t delivered, I contacted customer service and was told that an investigation would need to be opened and that I would have to wait seven days.

I made it very clear that I did not want a refund. I didn’t want my money back — I wanted the shoes I had ordered. I also didn’t want to wait seven days for an investigation when I was simply trying to get my order.

When I called customer service to try to resolve the situation, the experience was extremely disappointing. The lady I spoke to was rude and dismissive. At one point, when I was expressing my frustration about the situation and the lack of help, she told me, “we are not robots.” She also spoke to me about their SLAs, which frankly are not my concern as a customer. I expect a company to deal with my issue and communicate with me appropriately.

Despite me specifically saying that I did not want a refund, SOREL refunded the order anyway.

I then went online to place the order again, only to discover that the shoes I particularly wanted were now out of stock. So because of the way SOREL handled the situation, I lost the opportunity to purchase the items I originally wanted.

Since then, I have repeatedly tried to contact customer service to get this resolved. I have followed up by email and have simply been ignored. I am still waiting for someone to actually take responsibility and respond properly.

The shoes themselves may be nice, but unfortunately that means very little when the customer service is this poor. My experience has been incredibly frustrating from beginning to end: an undelivered order, being ignored, being told to wait seven days, having a refund issued against my wishes, losing the items I wanted because of this, and then being ignored again when trying to resolve it.

If you are considering buying from SOREL, I would strongly recommend thinking twice. If everything goes smoothly, perhaps the shoes are great — but if you have any kind of problem with your order, my experience suggests you should expect extremely poor customer service and very little support.

I genuinely wish I could give this company zero stars.

I will not bother to call Sorel. Since from what I see, they are just rude and unhelpful. Their shoes melted next to a beautiful pair of boots. I had and a nice pair of rocket dog. Sneakers ruining both of them plus the shoes obviously are no good. Why is this company still in business?

The trainers are really good quality and look great. Unfortunately, I had to return them because they were too small for me. The company was very helpful and responded quickly to my email, which I appreciated. The refund process is taking a little longer than expected as the warehouse is based in France, but overall I’m satisfied with the service and would recommend them.

I ordered a pair of sneakers, size 8.5 and the confirmation on my order stated 7.5.
I phoned the same day as my order and was refused a return as it was a sale item. I rechecked my original order and it stated 8.5. Obviously the order taker in error processed my order and I have a pair of sneakers I can't wear. I cannot trust Sorel to properly process an order.

I just purchased my 3rd pair of Sorel slippers.
The quality has changed! The lining is now a synthetic material that makes your feet sweat. A much lower quality than my others. That’s too bad as I really liked them. Will not order again.

Purchased a pair of Sorel shoes which developed significant internal heel wear within 2 months of normal use.

After I contacted customer service, Sorel agreed - eventually - that a refund was due. However, they then refused to process the refund unless I physically destroyed the shoes by cutting parts of them off and sending photographic proof.

I explained repeatedly that I was fully willing to return the shoes and asked for a prepaid returns label, in line with their published returns policy and my rights under the Consumer Rights Act 2015. Sorel refused and continued to insist on destruction of the product instead.

The issue is no longer the faulty shoes themselves, but the company’s handling of the refund process and refusal to facilitate a standard return.

Very disappointing experience for a premium footwear brand.

I was surprised that such a big company had such poor customer service.

I’ve been a loyal Sorel customer for years, but this experience was extremely disappointing. I purchased a pair of shoes on November 22. That same day, I sprained both ankles and was unable to wear any shoes for weeks. I only recently recovered enough to try them on, and when I did, they did not fit.

When I attempted to return or exchange them, I was told I was past the return window. I explained the situation and even offered to provide medical documentation, but I was told there were no exceptions. What makes this even more frustrating is that Sorel’s return policy is 60 days — and I was only a few days past that.

For a brand I’ve supported for so long, the lack of flexibility and empathy was really disappointing. I’ve purchased many pairs of Sorels over the years, but after this experience, I won’t be buying from them again.

Sorel Caribou snow boots lasted only a few seasons with very light snow clearing use and the sole came off.
DO NOT BUY!

I ordered 3 pair of Sorels; two boots and one pair of shoes. One pair of boots had no lace in the right boot. I called customer service but only after a menu taking 4 minutes of my time, they say that they are closed. So I use the chat box which says to send pictures if carton and shoes. I text that it will take a few minutes. I recently had back surgery and move very slowly and all movement is quite effortful. The chat assistant of course is programmed to time and keeps asking if I am there. Even though I explained my situation. The chat asst then says I have to return the boots and will send a shipping label. I told the chat that this was not a good way to manage this mistake by them and why couldn’t they simply ship a boot lace? The chat insists on sending a shipping label which I then have to pay for an ambulatory assistance transport to take me to a site to return them. This will cost me about $40 and about two or more hours of time. The drop off site is 25 minutes away in a high risk traffic area. I also have to encase the boots in their box into another box. It wouldn’t make sense to ship one pair of boots in a huge carton that had 3 pair of footwear. Really idiotic system that will end up costing me a significant amount of time and cost to return. Then of course I have to place another order and wait for those to arrive. Sorel makes a good product; not as good as they once were since bought out by Colombia. But I still think their product is high quality. Their customer service system is ridiculously stupid, inconvenient, and makes a returning caused bu their error a nightmare. If you buy from Sorel, and they make a mistake with product, it is up ti the customer to bear the time, cost, trouble and frustration to get the situation resolved. Worst customer service for high priced merchandise. If you buy Sorel, I recommend buying from a retailer like nordstroms or a sporting goods store. Their customer service is going to be reasonable and professional.

Shoes returned and received by Sorel on 5th Feb. Refund policy is 15 working days which is up today. No idea why it takes so long but still no refund. No answer from emails. Will be chasing today but if no luck will hand over to the credit card company. Very poor service. Will not be buying from them again.

I ordered some winter boots from Sorel on 2nd Feb and they arrived within a couple of days, as I had paid £4.95 for next day delivery.
However, they were too small. I obtained a printed return label online and took them on 9th Feb to my nearest UPS point and have a confirmation text with the return tracking number etc
I believe that the parcel was received at their Coventry depot the following day 10th Feb. However, despite trying to email this company about a refund - I was unsuccessful on many attempts.
There is no email or confirmation from Sorel of receipt of the return either at their intermediary UK depot or in France.
On their website, they state a refund will be issued within 7-10 days - but this is incorrect information, as I have just telephoned a number that appeared on a promotional email and although it is a UK number - it goes through to France. I spoke with a pleasant agent who asked for my order number and It appears that a refund is only issued once they receive the return parcel in France!!!!
This can take up to 15 days from their date of receiving the item in France. I was told today that I will receive my refund by 2nd March!
I month from date of purchase!
Other reviewers who are also waiting for refunds may find this contact number useful. 0203 608 4857 - in the meantime, I contacted my AMEX bank who are also pursuing the refund.
Until calling this number today - this has been an extremely poor and frustrating "customer service" experience in returning an item for what appears to be a high brand company.

Bought low NW Outing Sneaker . Wasn't sure about a hiking/sneaker shoe fromSorel? I know that brand for boots. So I got a pair. First impression was the quality,wasn't impressed. Nice seamless construction, waterproof. Didn't like the tongue. Could have been longer and more padded. Didn't like the ankle support, especially around the back of the ankle. Didn't care for the bottom of the boot the tread design. Pretty smooth, not very grippy. They could improve on those things, would make a great hiking/sneaker shoe. I bought a solid black pair, I wish they would have put their white polar bear logo on the sides or the back of the shoe, I would like to see the logo more pronounced. Other than that still wearing them trying them out had them for about a week.

they received my return 25 day's ago hence still no return

I’ve used Sorel Caribou a couple of weeks a year having bought them in Canada. On one boot, there is now a long open split in the rubber rand. I contacted Sorel and their sole concern was whether they, or the store I bought them from, were liable for any repair cost. Clearly their objective was to minimise their cost. They showed absolutely no interest in making sure the customer could get a repair to the original standard. They were not interested in keeping me a satisfied customer. I would gladly pay for a quality repair rather than buy new boots. Top outdoor gear manufacturers are now offering lifetime no quibble guarantees. Berghaus will even repair damage. The brilliant boot maker, Altberg, offers excellent after sales service with complete resolves, or an added rand at a reasonable cost. A pair of their boots has failed due to faulty leather. - a pump action was pumping water through- and after using them for the 200 mile Coast to Coast walk and the longer and tougher Ravenber Way Altberg showed real interest and care. Offered me a new pair of boots at 50% off and returned the faulty boot to their leather supplier in Italy as constructive feedback.
The Sorel Caribou are good for grip and insulation. But, with a boot of that price one would expect better design and quality. Sorel need to radically change their penny pinching relationship with their customers, until then, be prepared to pay a lot and have to throw them away if they split. Or, try a different manufacturer. Rubber rands work best s’when they are fitted OVER leather so the leather takes the strain. Not instead of the leather so that there is a single layer of thin rubber. I have worked on the Arctic since 1970 and never had a boot fail until the Sorels. I am appalled by their lack of concern for their customers.

Horrible horrible horrible
Thus company is the worst!
After their delivery person did not deliver my package properly it was stolen. After their B.S. investigation they said the delivery was successful and refused to refund me in any way. Their customer service sucks and I will never buy from them again

Like many other reviews mine is about Sorel’s poor / slow customer service. Re a Return for a pair of shoes (size)…I have the ups tracker showing its been delivered back to Columbia but:
- The ‘Track your return’ link in order results in a dead web link
-The customer service link on the website results in a dead web link
-The uk phone number simply didn’t work for me
Contacted them via online form and no acknowledgement of the contact and as yet no reply. I assume reading the other reviews it’s going to be a wait at best.

Sorel gives you free shipping on your first order but charges shipping on any future order as well as makes you pay for any return shipping. So, they charge you to try on their shoes, is the bottom line. When I called to complain about being charged a return shipping fee, I got 2 condescending young men. The second one said he'd have someone contact me within 24 hours of my complaint about the return shipping fee. No call.
I WILL NEVER ORDER FROM SOREL AGAIN!

The worst whatever courier they used left my grandson's boots in the middle of the sidewalk at an apartment complex, the package was stolen wasn't there when I got home and sorel will not replace or do any store credits so im out of $60 and still no boots for my grandson. Do not purchase from them.