Purchased a pair of Santorini shoes. 1y extra warenty offered via registring purchase. Horrensously complicated and involves disclosing MUCH to detailed personal information, including precise date o... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Excellent customer service and premium repair service. I sent my sneakers for repair and the whole experience was outstanding from start to finish. Communication was fast, professional, and v... See more
Company replied
I am incredibly impressed with the shoe repair service I received. The craftsmanship is truly outstanding. They carefully reglued the soles and meticulously stitched everything back together. The at... See more
Company replied
Santoni Services is one of the best for those who truly understand the meaning of customer service, style, and fashion.. My only worry is that some articles are always quickly out of stock and sizes... See more
Company replied
Company details
Written by the company
Visit Santoni's online boutique and discover the new collection: handmade shoes and accessories, representing the true excellence Made in Italy.
Contact info
3.3
Average
179 reviews
Replied to 80% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Customer service nonexistent
Customer service nonexistent. Shame because I like the shoes. With the online experience, this company lost a customer. Exchange and return policies are not compatible with the online presence. The store was not helpful.
July 7, 2025
Unprompted review
Reply from Santoni Official
Dear Faid,
Thank you for sharing your feedback with us. Your opinion is very important, and we sincerely apologize if we did not meet your expectations.
Our Customer Care team has been in continuous contact with you, providing assistance and all the necessary information regarding the return procedure, which, as outlined in our Terms & Conditions, requires the customer to cover the return shipping costs.
Should you have any further questions or concerns, please do not hesitate to contact our Customer Care team. We also invite you to reach out to us before making any future online purchases so that we can provide you with all the information you may need.
Best regards,
Santoni Customer Care
Advertisement
Great customer experience
Great customer experience. Shoes had some areas of discomfort. Was able to send them back and they were repaired without much hazzle. Now they are very comfortable.
July 7, 2025
Unprompted review
Reply from Santoni Official
Dear Customer,
Thank you for your your compliments.
Santoni considers all the comments received from the customers as we aim at customer satisfaction by means of the excellence of our products and of our service.
We're happy your sneakers are now comfortable again.
We wish you a good day
Best Regards
Santoni Customer Care
If you are from the UK ,DO NOT BUY…
If you are from the UK ,DO NOT BUY ONLINE.I returned a belt to Santoni Italy ,I was aware of the costs were down to me , I was charged £127.00 Duty on my DHL account and then have been charged £34.00 by Santoni for duty ,So on a £378.00 belt it has cost me £161 duty to return the belt + £35 carriage fee,£ 196.00 Total ,The belt quality was no better than Marks & Spencer ,
June 10, 2025
Unprompted review
Reply from Santoni Official
Dear Ashley,
Thank you for sharing your feedback. We are very sorry to learn of the experience you have described here for the costs incurred during the return process. As stated in our Terms and Conditions, return shipping and any applicable customs duties are the customer's responsibility, especially for international shipments.
We regret that the product did not meet your expectations. Our items are handcrafted in Italy using the highest quality materials, but we understand that the perception of value can vary. We respectfully acknowledge your comments.
Should you need any further clarification, we remain at your disposal.
Kind regards,
Santoni Customer Care Team
Great Shoes
Great Shoes. customer service is one star. Orders are unable to be changed once placed so if you order the wrong size, and you literally called an hour later, they will tell you you cannot change your order, forcing you to return the package and incurred postage cost. This is the only place I’ve ever bought used that does this.
May 17, 2025
Unprompted review
Reply from Santoni Official
Dear Jorge,
Thank you for sharing your feedback.
Your opinion is very important to us, and we are truly sorry that we did not meet your expectations.
We contacted you yesterday via email to confirm that your order has been successfully cancelled and to offer you the opportunity to repurchase the desired item in the correct size.
Please do not hesitate to contact us for any further information or assistance — we will be happy to help.
We remain at your full disposal.
Kind regards,
Santoni Customer Service
Very good service!!
Very good service!!! I have 7 pair of different shoe from this brand and I like to wear this brand.
May 13, 2025
Unprompted review
Reply from Santoni Official
Dear Muntashir,
Thank you for your review.
We're delighted to hear that you enjoy our brand and have chosen several pairs of our shoes. Please don’t hesitate to contact us in the future if you need any assistance or would like to explore our new collections.
We’ll be happy to help
Best Regards
Advertisement
Excellent client service
Excellent client service. The client representative was very attentive to my needs and did the best to find a solution to my specific request.
April 3, 2025
Unprompted review
Reply from Santoni Official
Dear Philippe,
Thank you for the review! We are happy to know that our customer service has satisfied your needs and provided you with an adequate solution to your request. We always take all comments sent into consideration and aim to achieve customer satisfaction through excellent products and service.
We hope to see you again soon!
Cordially,
Santoni Customer Service
If I could give zero I would
If I could give zero I would
There are no uk suppliers of these shoes so no alternative other than to buy from Italy.
Utterly disgusted I use many Italian suppliers pantafolo, la double j etc all of whom provide returns service, indeed a customer service and don’t shaft you on charges ! These shoes are a luxury brand , were £515 to purchase I paid £65 to return them and then don’t get refunded that sum but £13 less as santoni say there were some customs charges …, never ever again … I worked in a multi million pound fashion retail business for 30yrs and I have never encountered anything like this ….never use this company they are a disgrace!
It’s a challenging market and unless you get a grip on your customer service you’ll be out of business !
Utterly appalling in every regard!
April 1, 2025
Unprompted review
Reply from Santoni Official
Dear Jane,
We sincerely regret that your experience with our return process has not met your expectations.
We strive to ensure transparency in our policies, and we always recommend reviewing these details before making a purchase.
As previously mentioned, the difference in the refund amount is due to customs charges, which are applied in accordance with our terms and conditions published on our website.
We fully understand your frustration regarding the return costs and the refund discrepancy.
Should you require any further clarification, please do not hesitate to contact our customer care team.
Best Regards
Santoni Customer service
A bit of a strange review incoming
A bit of a strange review incoming! I purchased a pair of leather loafers for the summer time. I am a bit scared of entering wild waters without swim shoes, but one day I was on the beach and treaded through the shore in these loafers. One thing lead to another, and I started swimming in them. I have completely substituted my swim shoes for these 😂.
This may sound crazy, but through the sun, sand and salt water, my shoes have beautifully molded to my foot, and they still look brand new. In fact, they are so bright and the orange souls are still perfect, like I wore them in my living room.
10/10, would recommend.
January 27, 2025
Unprompted review
Reply from Santoni Official
Dear Kristina,
Thank you so much for sharing your experience with us! We are happy to hear that you are so satisfied with the quality of our loafers. It’s truly rewarding to know that they have adapted so well to your needs, even in this rather unusual situation. We appreciate your feedback and are glad you’re getting the most out of the product.
Thanks again for your review, and if you need anything in the future, don’t hesitate to reach out to us.
Best regards,
Santoni custome care
Santoni's repair service really works
Santoni's repair service really works, another good argument for their shoes.
December 4, 2024
Unprompted review
Reply from Santoni Official
Dear Karl,
once again it was a pleasure to have repaired your shoes. We remain available in the future for any repair requests or custom orders.
Best Regards
Santoni customer care
Advertisement
NO CLIENT SERVICE @SANTONI SHOES ONLINE STORE - NEVER AGAIN
I ordered shoes from Santoni online, and the company assured me that delivery would occur within 48 to a maximum of 72 hours. Yet, here I am, more than 10 days later, without a single email regarding my order status or delivery. I've reached out to Santoni multiple times, even trying to contact them in Milan, only to have my calls abruptly hung up. When I finally managed to connect through a Swiss number, I was given the disappointing news that my order hasn’t even been processed yet, and there’s nothing they can do except tell me to be patient.
To make matters worse, when I requested to cancel my order, they informed me that a refund for the amount they've held for over 10 days won’t be processed for at least another 14 days! This level of service is not only frustrating but downright unacceptable. I genuinely appreciate Santoni shoes, but it’s disheartening to see such an arrogant and incompetent service tarnishing the brand's reputation. I strongly advise everyone to avoid online shopping with Santoni—this experience has been a complete disastester and for sure I will never again repeat ! For Santoni customerservice : here my Order Regerence No. ECOM_CH_00078427 the email I cannot forward on this chat. Please clientservice of Santoni verify and indicate where I can contact you without being hung up after endless waiting on the phone!
November 23, 2024
Unprompted review
Reply from Santoni Official
Dear Antonio,
Thank you for your interest in Santoni.
We are very sorry to hear about the experience you have described here and that you have not received the correct assistance. However, our customer service confirmed to you the correct refund, via ticket, on 12/4, since the order had not yet been processed, as per your specific request.
We remain available to assist you immediately with your return or in case of any other information.
Kind regards
Santoni Customer Service
Perfect quality products and fantastic…
Perfect quality products and fantastic customer service!
November 28, 2024
Unprompted review
Reply from Santoni Official
Dear JB,
Thank you for appreciating our service. We have made every effort to locate the requested items and ship them within a few days. We hope to have the pleasure of serving you again in the future.
Best Regards
Santoni customer service
Buying shoes from them for many years
Buying shoes from them for many years. Purchased directly fm Italy sneakers for 700 Euro. Sizing was clearly wrong as I have same size for many years. Wrote to them and they suggested to return fm Dubai to Italy at my own expense, some 150 Euro. They inspected the shoes and suggested there were spots on the soles. Pick up at my own expense. So now you understand why Alitalia went into bankruptcy. Zero service. Do not buy from them directly and use local agents that provide a service. No go this.
October 2, 2024
Unprompted review
Reply from Santoni Official
Dear Erwin,
Thank you for sharing your feedback. We are very sorry to learn of the experience you have described here. We can confirm that you have correctly received the size purchased on the site, we are sorry that it was not correct for your fit, for this reason we have authorized the return as per your request. However, the returned pair had dirty, used soles and was not in a condition to be restocked for sale, contrary to what was written in our online return policy. For this reason we were unable to accept the returned pair.
If you have any questions regarding this return, we will try to answer, our support team will be happy to help you.
Thank You
Best Regards
Santoni Customer Care
Shoe with defective sewing? Too bad for you.
Loafers arrived. Badly sewn inside, it hurt to wear. After many emails and photos; they sent me the phone no of a shoe repair in NYC. With NO REIMBURSEMENT. Total contempt for the customer. NEVER have I had such a bad experience. I own other pairs. This required intervention by my credit card company. Owned by Giuseppe Santoni. 😂 They are so ignorant of how to run a business I had to pay $35 to return shoes. I found a pair of pumps that are beautifully balanced but I will never buy from them again if I’m SANE. Do NOT count on help by email. Even if you write 25, with photos. Nope. No class these people. They don’t need you.
August 8, 2024
Unprompted review
Reply from Santoni Official
Dear Jacqueline,
We apologize that we didn't meet your expectations.
As explained in our e-mails with our customer service, we invited you to resolve the problem with some shoemakers in the US who could take care of this repair request. We have been in constant contact with you asking for the photos and details necessary for this evaluation. Furthermore, as per our policy we can't replace and refound a pair of used shoes.
If you have any further questions, please do not hesitate to contact our Customer Care team.
Best Regards
Santoni Customer Care
Advertisement
Great quality shoes and repair services
I have purchased multiple shoes from Santoni and I have had a great experience with their quality. Just recently I used their repair service to resole a pair of their sneakers and I had a wonderful experience as well! Stefano was very helpful along the way and the repair was done exceptionally well. I wish more brands would offer this service, this is one reason I will continue to purchase with Santoni.
May 16, 2024
Unprompted review
Reply from Santoni Official
Dear Maya,
Thank you for your loyalty to our brand and the valuable feedback on our repair service. We hope to meet you soon in our boutiques and offer you our dedicated services.
Thank you and wish you a good day
Best Regards
Santoni Customer Service
Best customer service and craftmanship…
Best customer service and craftmanship ever. You repaired my Santoni Monks perfectly! Incredible work!
April 25, 2024
Unprompted review
Reply from Santoni Official
Dear Joerg,
Thank you for your interest in Santoni and for your compliments.
Santoni considers all the comments received from the customers as we aim at customer satisfaction by means of the excellence of our products and of our service.
We remain at your disposal in case of any other requests
Thank You
Best Regards
Santoni Customer Care
Poor customer experience
Santoni sells shoes over 1000€ but you have to pay over 25€ to return the shoes delivred in a wrong size.
Their size convertion table is different from all other sites (41EU is 6.5UK for them). So i ordered half a size to small (like many other consumers).
They make great products but the online italian shop offers such a poor customer experience.
If you want to buy their product i suggest you go with serious retailers (Braun Hamburg, Upper Shoes...) that are much more respectfull with their customers.
I trully don't understand the aim of treating their clients like this. Selling direct to consumers makes them earn twice the margin than through retailers. So why acting so greedy ?
April 18, 2024
Unprompted review
Reply from Santoni Official
Dear Jerome,
Thanks for sharing your feedback.
Your opinion is very important to us and we are truly sorry that we did not meet your expectations.
Our size conversion on the site is linked to the generous fit of our items, to avoid making mistakes in choosing the correct size we suggest the size guide online for each item. This always depends on the type of foot. Our Customer Service has provided you with all the information for returning your purchase.
We remain at your disposal for any request for future information, even before any purchase to guide you in the correct choice of our footwear.
We wish you a good day
Best Regards,
Santoni Customer Service
Good quality shoes poor customer service
Good quality shoes, however the company FiloBlu deals with the customer sales and refund services.
FiloBlu, sent me a blanket email to let me know my return has been received and the refund will be processed within 14days. However no action has been taken since the initial email I received on the 1st to the 20th of Feb 2024
I’ve emailed a number of times to follow-up, however no response has been received.
I’m now having to open a claim via PayPal to get my refund.
Shame on the company FiloBlu for putting good quality brands at risk.
If you’re from the U.K., purchase from Harrods Santoni department instead.
February 1, 2024
Unprompted review
Reply from Santoni Official
Dear Customer,
Thank you for sharing your feedback with us. Your opinion is very important and We apologize that we didn't meet your expectations.
Please leave us your contact details and our customer service will contact you immediately to accommodate your requestrest.
If you have any further questions, please do not hesitate to contact our team.
Best Regards
Santoni Customer Care
Advertisement
A catastrophy
A catastrophy. Worst e-commerce experience ever.
I purchased a pair of boots on the 17.12 that still hasn’t been delivered and no one in the company is able to give me an update.
I even had a customer service assistant on the phone who hung up on me (on the 28.12). The only message I get is: we don’t know when your order will be shipped, we don’t know the status of your order.
Before trying to become a « luxury » brand, just fix your basics.
December 17, 2023
Unprompted review
Reply from Santoni Official
Dear Rose,
We sincerely apologize for the delay in processing your order, caused by a high volume of requests during the holiday season. We had provided you with an update last week, informing you that the order was in progress. Our Customer Service team will contact you promptly to request confirmation on the shipment today.
We remain at your disposal for any further clarification and wish you a great day.
Best Regards
Santoni Customer Care
Santoni has the worst customer service…
Santoni has the worst customer service departement ever! The delivered me the wrong shoe size and i have to pay 51 euro returncost. I will never ever order again from there website! Bart
November 2, 2023
Unprompted review
Reply from Santoni Official
Dear Bart,
We are very sorry to hear about the experience you described here. We always inform our customers to check the correct fit of our items on our official size guide while placing their order, as different online retailers, as in your case, may have a different size guide on their website.
As our Customer Service has informed you, the conversion of the Official Santoni sizes is available in our Online Boutique.
Keep in mind that the fit of our creations is usually more comfortable than that of other brands, for this reason we usually suggest considering half or one size smaller than the one usually worn by other brands.
We remain at your complete disposal.
Kind Regards
Santoni Customer care
I just love Santoni
I really like the Santoni shoes. For me it's the color scheme and the used materials. Really beautifull.
The repair service is also on point. Really quick response from the office (Stefano, thank you).
10/10 I would shop here again.
Unique products!
November 3, 2023
Unprompted review
Reply from Santoni Official
Dear Bas,
Thank you for your interest in Santoni and for your compliments.
Santoni considers all the comments received from the customers as we aim at customer satisfaction by means of the excellence of our products and of our service.
Best Regards
Santoni Customer Care
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.