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.
Examples from available reviews (Nov 2021 – Feb 2026).
Luxe packaging and high-quality leather tote exceeded expectations.
“the Como Tote Bag in Black Leather fulfilled my wish”
Customer service promptly fixed shipping mistake and products were well made.
“They sorted it with FedEx right away and followed up with me.”
Received wrong item and experienced unresponsive, unsatisfactory customer service.
“the WRONG item was in the box.”
Boot soles cracked and deteriorated after minimal wear; brand dismissed concerns.
“the soles showed severe wear, cracking, and deterioration”
Multiple reviewers report slow, dismissive or inconsistent returns handling and refund delays; a smaller group praises helpful, attentive staff.
Several customers say price did not match durability or fit; a few describe specific items as worth the investment.
Many buyers praise comfort, packaging and fast delivery; others report sizing issues, wrong items or difficult returns that harmed the experience.
Numerous reviews highlight high-quality leather and comfort, while a notable subset describes stitching failures, sole deterioration or other manufacturing faults.
Frequent reports of unanswered emails, blocked addresses or inconsistent replies contrast with several accounts of prompt, friendly responses.
Reviewers are divided: repeat praise for design, comfort and presentation, but recurring complaints about returns, refunds and some product defects.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (36) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Stunning product quality and unparalleled customer service.
“Stunning quality and customer service is unparalleled!”
Customer service representative Nancy promptly and graciously fulfilled accessory request free.
“Nancy, of client services, was so gracious to accommodate my concern.”
Beautiful, high-quality shoes with friendly, extremely helpful customer service.
“Beautiful, high quality shoes and their customer service is friendly and extremely helpful.”
Gorgeous products, excellent customer service, free prompt shipping, and easy exchanges.
“their shipping (free) is prompt, and exchanges are incredibly simple (also free).”
Comfortable, well-made shoes and a seamless ordering and delivery experience.
“Such lovely shoes. Comfortable, beautifully made and stylish.”
Very comfortable sandals and excellent client service resolving delivery issues.
“Beutifull sandals, very comfortable.”
Softest leather, wonderful quality boots that fit perfectly on first purchase.
“softest leather and wonderful quality. Fit perfectly.”
Customer service was consistently responsive and provided helpful solutions.
“they were consistently responsive and very helpful.”
Extremely soft, enjoyable shoes delivered quickly within a few days.
“These shoes and boots are HEAVEN.”
Buttery soft leather shoes with quick delivery, perfect fit, and kind service.
“The buttery softest leather.”
They provided great, helpful customer service throughout interactions.
“Great customer service”
Beautifully designed, high-quality goods with outstanding customer service.
“Dear Frances makes beautifully designed, wonderful quality goods.”
Exchange process is slow, taking 7-10 working days to reship replacements.
“it takes them 7-10 working days apparently, to send out the new item”
Long-lasting, well-made products and excellent customer service from Nancy.
“Had an excellent experience also dealing with Nancy in Customer Services.”
High-quality crafted leather products with thoughtful details and responsive customer service.
“High quality crafted leather products.”
Customer support was kind and extremely helpful.
“Kind and helpful customer support!”
Fast shipping and helpful customer service resolved sizing concerns.
“Customer service was amazing in helping me with sizing”
Received wrong item and experienced unresponsive, unsatisfactory customer service.
“the WRONG item was in the box.”
Luxe packaging and high-quality leather tote exceeded expectations.
“the Como Tote Bag in Black Leather fulfilled my wish”
Company gave very friendly and helpful responses to inquiries.
“Very friendly and helpful responses!”
Extremely comfortable, top-quality shoes with professional support and efficient delivery.
“Beautifull, extremely comfortable shoes.”
Refund delayed and customer service accused item of unshown damage.
“they also sent me an email saying the product is too damaged”
Returns process was unhelpful and refund rejected due to alleged damage.
“the shoes were marked and damaged soles”
Helpful, prompt customer service assisted with return and gift card use.
“the company was so helpful and friendly with the service they provided”
Boot soles cracked and deteriorated after minimal wear; brand dismissed concerns.
“the soles showed severe wear, cracking, and deterioration”
Adore mesh flats and appreciated helpful customer service resolving delivery issues.
“Customer service team was amazing in helping me out with delivery issues”
Product defects, denied proper resolution, unpaid refund and disputed gift card policy.
“didn’t even have holes on one strap so the buckle could function”
Exchange denied due to conflicting stated policies, customer service refused accommodation.
“it clearly says on the invoice 28 days”
Customer service promptly fixed shipping mistake and products were well made.
“They sorted it with FedEx right away and followed up with me.”
Stitching came apart after first wear and brand refused proper inspection.
“the stitching on one side came completely undone within an hour”
Poor product quality, high delivery charges, and difficult returns made it unjustifiable.
“Predatory delivery charges that force you to pay a premium”
Extremely comfortable shoes but sizing runs true; half size up was too large.
“they are really true to size”
Soft, breathable ballet flats with comfortable soles and a slightly smaller fit.
“The mesh is soft and supple.”
Elegant, comfortable boots with top-notch quality and timeless design.
“I absolutely love these boots!”
Price dropped after purchase and refund difference denied, given limited store credit.
“They did give me a store credit that I have no use for that’s only valid for 1 year.”
Fast delivery and very good quality products.
“Fast delivery and very good quality products”
Getting quality hand-made yet fashionable sandals can prove to be a real hassle. It is even more challenging if you are in a business where each customer has their specific needs. In search of uniquely crafted sandals, I found Dear Frances. Their products are crafted from quality materials and are available at great prices. So, I placed an order of 10 pairs which delivered on time. The sandals were beautiful, and perfect which is a sign that their customer service team pays keen attention to details. But there was a challenge, two pairs were not the correct sizes though the color and design were okay. I was worried I would not get a customer but finally got one. Somehow I was disappointed as my customer had to wait for the next order.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of 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.