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We Collect & Analyze Reviews

Dear Frances
Experiences & Reviews

Dear Frances is a contemporary footwear and accessories brand selling shoes, bags and leather goods through its online store. If you are researching reviews, verify product details, sizing guides, manufacturing information and the brand’s stated returns and warranty policies on the official website or retailer listings.

Overview & Key Metrics

Reviews Analyzed 21
Positive Sentiment 57%
Latest Review 26d
Overall Rating
3.2

Our Analysis

🎯

Service quality

Multiple reviewers report slow, dismissive or inconsistent returns handling and refund delays; a smaller group praises helpful, attentive staff.

Share of mentions
16%
Weak
💰

Value for money

Several customers say price did not match durability or fit; a few describe specific items as worth the investment.

Share of mentions
10%
Weak
⚡

User experience

Many buyers praise comfort, packaging and fast delivery; others report sizing issues, wrong items or difficult returns that harmed the experience.

Share of mentions
20%
Mixed
🔧

Product quality

Numerous reviews highlight high-quality leather and comfort, while a notable subset describes stitching failures, sole deterioration or other manufacturing faults.

Share of mentions
15%
Mixed
📞

Communication

Frequent reports of unanswered emails, blocked addresses or inconsistent replies contrast with several accounts of prompt, friendly responses.

Share of mentions
16%
Weak
⭐

Overall experience

Reviewers are divided: repeat praise for design, comfort and presentation, but recurring complaints about returns, refunds and some product defects.

Share of mentions
23%
Mixed

View all 21 public customer reviews – filtered by relevance →

Our Independent Methodology

How we analyze customer reviews without bias

Data Collection

We analyze public reviews from verified platforms like Google, Trustpilot, and Facebook.

AI Analysis

Our AI detects patterns in genuine customer experiences without modifying content.

100% Independent

Zero company influence. No payments, no bias — just real customer voices.

Always Current

Updated regularly with the latest reviews and customer feedback.

All Reviews

Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.

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Filter by Source

Showing all 21 reviews

All Customer Reviews

Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: October 2025

L
Linglian Peng
trustpilot.com Oct 01, 2025

obsessed!

First time shopping with this brand and they really do go above and beyond 🥰🥰 My shoes and bag came all the away across from UK to AU within a week an...

L
Luba Cheung
trustpilot.com Oct 01, 2025

Horrible customer service

I bought a pair of shoes that I really really wanted for a long time during a recent sale. When the package arrived, the WRONG item was in the box. I...

M
Morgan
trustpilot.com Oct 01, 2025

A Brand to Love

A special day it is to receive a package from Dear Frances. Enclosed in a luxe branded box, you will find a leather good that exceeds all others that...

A
Anna Karolin
trustpilot.com Oct 01, 2025

Very friendly and helpful responses!

Very friendly and...

M
Magda Derwisz
trustpilot.com Oct 01, 2025

Beautifull

Beautifull, extremely comfortable shoes. Top quality! Very pro...

Z
Zhaniya Alimzhanova
trustpilot.com Oct 01, 2025

Awful customer service

I returned shoes I tried on, they were too small. Eventhough they refunded me the money, it was over a month later, and they also sent me an email say...

M
Maria MacNamara
trustpilot.com Oct 01, 2025

Promise doesn’t match the experience

I bought two pairs of loafers / which came to just under AUD2000. The shoes didn’t fit and I arranged for them to be returned- a process that can best...

L
Leonore Deaton
trustpilot.com Oct 01, 2025

So attentive and easy to connect with!

I recently needed help with a return and use of a gift card, and the company was so helpful and friendly with the service they provided. They respon...

R
Roberta Jordan
trustpilot.com Oct 01, 2025

I purchase a pair of Dear Frances boots…

I purchase a pair of Dear Frances boots and have been extremely disappointed by both the product quality and the brand’s response. After only a few we...

N
Nancy C
trustpilot.com Oct 01, 2025

Forever my fav shoe brand! Love my new Mesh flats

Just received my new pink candy mesh flats, they are so dreamy! The most perfec...

J
Jacqueline
trustpilot.com Oct 01, 2025

Horrible Company

A year ago I purchased a pair of shoes that didn’t even have holes on one strap so the buckle could function. Originally they denied my return but aft...

C
CM
trustpilot.com Oct 01, 2025

Terrible company and customer service

Terrible company and customer service. I bought a pair of shoes in the sale which were too big so I planned to exchange them. It stated on the invoice...

H
HM
trustpilot.com Oct 01, 2025

I had an excellent experience with…

I had an excellent experience with customer service. I made a mistake in my order and only realized it after the pieces were already shipped, and cont...

S
Sophie
trustpilot.com Oct 01, 2025

Beware this brand. Bad quality, terrible customer service.

I paid £380 for a pair of shoes expecting them to be good quality. This brand sells themselves as premium & made in Italy, so I invested in a classic...

C
Consumer
trustpilot.com Oct 01, 2025

Quality just isn't there and theres no…

Quality just isn't there and theres no justification for the price. Predatory delivery charges that force you to pay a premium and don’t offer standar...

C
Consumer
trustpilot.com Oct 01, 2025

It is indeed the most comfortable shoe…

It is indeed the most comfortable shoe i have ever worn. I chose half size up from my regular size and it was a big mistake since they are really true...

C
CJBecks
trustpilot.com Oct 01, 2025

Love this ballet flat

Love this ballet flat. Very feminine. The mesh is soft and supple. It breathes so that my feet aren’t hot or sweaty. And, the leather tri...

N
Nicola
trustpilot.com Oct 01, 2025

I absolutely love these boots

I absolutely love these boots! They strike the perfect balance between elegance and luxury. The design is sleek and timeless, and they elevate any out...

E
Erin
trustpilot.com Oct 01, 2025

Terrible customer service

Terrible customer service. I bought a pair of boots that went on sale that day and then mysteriously the price changed to almost 50% lower within hour...

L
Luli
trustpilot.com Oct 01, 2025

Fast delivery and very good quality…

Fast delivery and very...

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Conclusion

Customer feedback on Dear Frances is mixed. Many reviewers describe comfortable, well‑finished leather goods, thoughtful packaging and fast delivery for some orders. However, a substantial number of reviews describe difficulties with returns, delayed refunds, and inconsistent customer service responses, and several mention product durability problems (stitching or sole issues). If you consider buying, check the brand’s sizing guidance and the exact return and gift‑card terms, keep order documentation, and contact customer service promptly if there is a problem. For higher‑cost items, weigh positive reports about comfort and finish against reported return and after‑sales risks before purchasing.