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Have owned 3 pairs of sorel boots. First pair in the early 2000s and I still have 2 pairs now. In my experience they can handle the snowy winters in NY and the wet rainy weather in Ireland. They always keep my feet dry and warm.
Disgraceful customer service, automated emails, no effort to resolve the matter. I see from trust pilot that this is not unusual. I would suggest to Sorel that they change the company they outsource their customer care to. I won’t be buying from Sorel again, not because of the mistake that was made with my order but because of the awful customer service and apathy of you cc agents.
Ex Sorel fan here, having bought 7 pairs since discovering them, but their customer service is so awful its no longer worth it and they clearly don't respect their customers. The returns portal hasn't worked for the last 2 years, so you have to go through an ordeal of messaging and being ignored by customer service until someone sends you a label. I'm currently waiting 4 days for a 48 hour reply. It seems like a scam.
I bought the wrong size in the black Friday sale and needed to return the old pair and buy again. My student discount wouldn't work and customer service spent so long not replying that the sale was over before they got back. They inititally refused to honour the sale price as I had bought them in an early access sale, and eventually agreed to after much escalation but wouldn't let me use my student discount, despite it being valid. So i was to pay more to exchange a size despite it being their system that wasnt workinh. This took 10 days and more stress than its worth.
Quality has declined in the last years and they are definitely not waterproof for more than a few wears..water collects inside the soles and shoes don't last more than one winter with regular wear.
Sad to lose a good brand.
Online returns form is not working - keeps giving an error message and I can't get through to a customer service rep. I've always loved Sorel boots but my most recent pair are sized too large (usually their boots run small) and I was planning to return them and the order a smaller size. However, they've been so impossible to return and get in contact with it's now put me off buying from them in future.
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