Fiorelli Reviews 

I’ve purchased 3 bags from Fiorelli and love them all. Recently one of the bags got sprayed with hand sanitising gel from a faulty dispenser in a shop and the gel marked the bag. I contacted Fiorelli for advice and they replaced the bag for me within a matter of days. Not only do they have lovely bags, they have excellent customer service. So pleased and can’t thank them enough.

The zip has failed on my Waves backpack just within a year of purchase. After correspondence by mail and finally chasing them by telephone, I was told that the warranty period is only 6 months and therefore there was nothing they could do. I complained that the product was not fit for purpose on a product that was retailing originally at the £ 70-£ 80 price bracket and a supervisor authorised a credit for £ 20 (Item was a sale purchase). However, I was told that I am unable to purchase another bag in the sale due to their terms and conditions. I explained that I was not happy to spend another £ 50-£ 60 to replace my bag with another considering the failure of my current bag within such a short period of time. They were unwilling to offer any other resolution.

Sent an email to them asking a simple question: "Are you planning any smooth leather cross body bags anytime soon?"

Got a reply along the lines of "check our Social Media." To which I replied why are you avoiding the question, I don't want re-constructed rubbish."

To which they replied they don't do leather. And I replied "why didn't you say so originally and I don't do social media!"

Do they believe if I stare at their products long enough I will buy them if it's not what I want? Wasted my time.

Couldn’t fault Fiorelli!Had great customer service right from the start,kept me informed of when item would be received.
Then after a couple of days the zip became faulty,they sent out a replacement and allowed me to keep faulty one!
Brill customer service.
Customer for life!!

This is my first purchase since Fiorelli was taken over. I’ve purchased in the past and had no issues, service and delivery was always quick and efficient.
I placed my order before 5pm on Friday and paid an additional £4.99 for next day delivery, anticipating that it would be delivered on Saturday. It’s Sunday evening and I’ve not yet received a dispatch email, so I did some digging. Apparently the new owners don’t think it’s appropriate to keep up with every other online retailer and ship or deliver on weekends. Be warned that if you place an order before 2pm on a Friday, it won’t be delivered until Monday. As I placed my order after 2pm, it will likely be delivered Tuesday….or at all looking at other reviews!
Why give customers the option to select next day delivery, if it obviously isn’t going to be available on a Friday, so you won’t receive it next day? When we order on NDD, we do it for a reason, so it’s a bit baffling.
Customer service are also only available between Monday - Friday, 9-4.30….again, completely different to all other online retailers and different business hours to the previous Fiorelli brand. Looks like the new owners are lacking majorly in customer care.
This will be my last purchase, I’m extremely underwhelmed and unimpressed. I’ll also be looking for a refund on my NDD fee, as I did not receive the order next day, as paid for.

I received a purse for Christmas 2021 which I loved. Within days it was peeling and the outer layer had come away. Bitterly disappointed and it is nothing but a cheap, nasty bit of rubbish. People, please don't buy.

Still waiting on refund too, since 3rd of November , received an email saying we won’t get our refund to original payment but will get credit note because fiorelli is under new management . Ridiculous !! They have no proof of my return and I’ve now misplaced my copy ! So probably won’t get my money back .

Even giving them 1 star is too much!!! I have sent my bag for return which has arrived at their warehouse last week. I tried contacting them through email and phone this week and last week just to be told that neither their number or email exist!! So I’ve lost £30 which could’ve been spent elsewhere!!

Ordered a bag on 1 November 2021 on Health Service Discount from Fiorelli which I never received. Thought I would treat myself after working so hard as NHS employee during pandemic. Fiorelli took my money and never delivered bag within 3 working day as stated. I am so angry. I think they have gone bust because I cannot get anywhere with them via email. THIS IS THEFT BY DECEPTION!!!’
AGNES ETIENNE

VERY BAD CUSTOMER SERVICE. NO RESPOND FOR EMAIL. BEEN 2 WEEKS WAITING FOR MY DELIVER NO UPDATES YET.

Absolute disgrace of a company don’t answer emails ,don’t give updates on when you might expect your purchase
Leave well alone

I visited the Fiorelli store in Clark’s Village, Street today and the customer service was appalling! If I could have awarded 0 stars I would have.

There were 3 sales staff stood chatting. Not one looked up to greet. I perused the store and found a handbag I wanted to purchase, took it to the till and enquired to the sales assistant asking if she could just clarify the price. All the other bags in varying colours had a discount so I had wanted to check if it was the same with this one. fair enough I’m sure you would agree?
When I was told it was full price in quite a cutting manor i said every other colour including black is discounted so if that’s the case thank you but I will leave it. I was met will eye rolling and a very negative attitude.
Whoever is in charge of training in customer service needs to go and visit that store.
None of the girls were at all interested in a greeting let alone it made me feel like I was wasting their time. I was the Only one in the store!
I will never set foot in there again!

I love the new Fiorelli bags I have purchased but unfortunately their customer service over problems / emails is terrible. I sent some bags back for a refund a while ago. I received the wrong amount of refund but despite informing them have heard nothing back from them regarding. After reading others similar experiences I have now opened a paypal dispute

I bought a bag online a few weeks back. I need to return it but there is no label in my parcel to send it back and nothing on the website that can be printed off either. Have emailed their customer service address and also their Facebook page to request a label but no response to either. I wish I had checked the reviews first before ordering. Im now stuck with a bag that I can't send back.

Was bought a new bag for my birthday (which I loved) but sadly the zip broke within about 6 weeks.

Contacted customer services to see if anything could be done and have not yet had a reply over 2 weeks later, despite having had an email saying should get a response within a couple of working days.

Very disappointing as loved the bag but would recommend spending money elsewhere...

They haven't refunded me incorrectly for an order I had placed and are now not responding. Won't be ordering again!

Have ordered many times from this company, great service, fast delivery.
Cannot fault the company or the products.
Very satisfied customer and highly recommended Fiorelli.

My bag was excellent when it arrived.

I did have a slight issue with the shipping, ordered next day delivery after 2pm on a Wednesday (so I knew they'd have to ship it out on Thursday as it was after the cut off). However on Friday I still hadn't received any shipping information so I contacted them to ask where the bag was. They never actually responded to my email which was a bit strange, but they immediately refunded the shipping charge and sent out the bag, which then arrived the next day (Saturday).

Edit: Changing to 5 stars as I realised they did email me to apologise amongst the other emails, somehow I missed it. They sent me a follow up email just then, presumably after seeing my review.

Poor customer service when enquiry made regarding warranty on a bag. Such a shame representation of company is poor when products are nice. Will not purchase from them again after this bad experience.

Not a good aftersales experience at all. Like other reviews mentioned my item has not arrived after 3 weeks. Says it has been sent by RM 48hr tracked.
But the tracking showing still at the Mail Centre since 2nd March. I've tried contacting the company but get no response. I'm now going through PayPal resolution centre for a refund hopefully. Very disappointed as I still want the bag. I think I will try and get from John Lewis.