Review Time
Would give 0 stars if I could. I own other simmi heels purchased from third party websites that I love however I purchased my first pair from simmi last month and I will never be giving this business my custom again.
I tried on the heels thinking they were the same as my previous pairs however I was wrong and the ones I ordered were extremely uncomfortable. I packaged them up and returned them when I came back from my birthday weekend trip. I sent them back two weeks ago and heard nothing, after chasing today I’m being told they won’t refund due to the fact they’ve been worn - they’ve attached photos which show no wear of the shoes at all and the soles etc all in perfect condition, as they should be considering they were tried on once on hard wood flooring and put back in the box!
I’m now being told I have 24 hours to pay another fee to get the shoes back even though they’ve taken 2 weeks to even respond and from other reviews it looks like they never would have if I hadn’t chased it up.
An awful level of customer service.
Would give 0 stars if I could. I own other simmi heels purchased from third party websites that I love however I purchased my first pair from simmi last month and I will never be giving this business my custom again. I tried on the heels thinking they were the same as my previous pairs however I was wrong and the ones I ordered were extremely uncomfortable. I packaged them up and returned them when I came back from my birthday weekend trip. I sent them back two weeks ago and heard nothing, after chasing today I’m being told they won’t refund due to the fact they’ve been worn - they’ve attached photos which show no wear of the shoes at all and the soles etc all in perfect condition, as they should be considering they were tried on once on hard wood flooring and put back in the box!I’m now being told I have 24 hours to pay another fee to get the shoes back even though they’ve taken 2 weeks to even respond and from other reviews it looks like they never would have if I hadn’t chased it up. An awful level of customer service.
Received faulty shoes. When I contacted customer support they offered no help and only suggested to send them back and pay for the return shipping myself while also deducting the initial shipping cost from my refund despite this being an error on their end. Once I contacted them again about the amount deducted I received no response for days and I am still waiting. Terrible experience.
Honestly my customer service experience has been very poor, they really need training on how to put the customer first. I brought some heels for my wife for Xmas and they were a size 4 turns out she needed a size 5 as these particular heels did not fit properly. I requested to exchange them for a size 5, however because I was out of the 14 day period they said I could not exchange or refund. Surely they could have taken into the fact the busy holiday period, things were hectic. Now I’m stuck with heels my wife can’t wear.
This was my first order with Simmi and I was really impressed with the quality of the clothing. Unfortunately, my experience has been completely let down by the customer service.I ordered a tracksuit but only received the jumper the matching bottoms were missing from the parcel. I contacted customer service the same day it was delivered to report the issue. It has now been two weeks and there is still no resolution.The back and forth emails have been incredibly frustrating. Instead of asking for all the required information upfront, they continue to request one small piece of information at a time, which has dragged the process out unnecessarily. It feels very inefficient and dismissive of the inconvenience caused, the lack of urgency and poor handling of a simple missing item issue has really put me off ordering again.
Poor customer service from Simmi London, I have returned two pairs of shoes via Royal Mail using the qr code provided on Friday 5th February! I returned the shoes the exact same day as receiving them ( and within an hour of receiving them as they did not fit) and I used the Royal Mail qr code provided (OY345544819GB)! The royal mail system has confirmed Simmi London received the shoes at 08.05 am on Monday 9th Feb via Royal Mail tracking! However Simmi London have not updated that they have received the shoes on tik tok return system. In addition, the refund amount quoted is not marrying up with the original amount I spent it is saying £35.49 which is incorrect! As I returned two pairs of shoes totalling £61.74! (Following the instructions to bundle both pairs of shoes in the same parcel). So at the very most, only the price for postage should be the difference not twenty-odd pounds!!! Whenever I contact SIMMI London, I get a generic response! It’s disappointing as I loved their shoes! but now I WILL NEVER SHOP WITH THEM AGAIN! I just WANT MY REFUND! And to be treated like a valued customer! I am extremely disappointed! NOT RECOMMENDED Update: 11/02/2026I have also tried to get help with this via the Simmi London website given that the return address is the same no matter where you have ordered their shoes from. To only have received a generic response fobbing me off and telling me to go back to tik tok shop for my complaint! Which is crazy! Considering all orders go back to the same Essex address’ there is no accountability or customer care from Simmi London! This is wholly UNACCEPTABLE! I am yet to speak to an actual member of staff who genuinely cares about resolving customer issues!Update: 15/02/2026I pushed back on the generic response from Simmi London via their email. They then advised they had passed my query to TikTok. I still had to resend all my evidence for a 4th time and finally my returns have been correctly updated as received, which I am grateful for. And not today I have just received my notification that I will be refunded. I am relieved but it should not be so difficult or stressful to get problems resolved. Please learn from this Simmi London as it has put me off from shopping with you.
Simmi have high quality clothing - this was the first time I had purchased from them and I am extremely impressed. Their customer service is also first class in which they promptly investigated my refund and rectified this . I highly recommend this company
Edit- 9 days later still no refund and not heard anything from Simmi..Have often previously off here and always loved the shoes! Never had an issue It appears when you have an issue you are stuck! I ordered £150 worth of shoes to try on as potentials for a wedding they were due to come on next day delivery. DPD updated the tracking stating that they are unable to deliver and to contact the retailer. No attempt was made to deliver and I don’t think it arrived at the delivery depot so I’m assuming the package was damaged in transit! I tried to contact simmi via email and the contact us link on the website and nothing. No auto email received about the delay either! It was an expensive order and I have no shoes or refund so unable to order anymore. Customer service seems to be mon existent- time scale on website says 24 hours for a response.
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