Santoni Official Reviews 179

Santoni customer service is a joke, a really bad one! My 500€ Santoni sneakers discoloured completly after 6 months of light use, due to cheap leather coloring (blue). Santoni’s solution: send them back on my own expense, pay 80€ for the repair and 15€ extra for sending the pair back to me… never again!

I am very grateful for the dedicated work of the Santoni Repair Workshop. I bought a pair of beautiful winter boots in a store in Geneva, I always sent them for maintenance at a shoemaker in the city, the service was good, but not exceptionnel, still very expensive! I made the decision to contact the manufacturer myself, I was afraid it would cost me an arm, I was think! In the first contact I explained what I wanted to do, give my boots a refresh! When he told me the value I couldn't believe it!! Living in Geneva, one of the most expensive cities in the world, my boots would be cheaper to send them to the manufacturer in Italy than to send them here in Geneva! They allowed me to use their own DHL shipping and return account, door to door with all the elegance that is worthy of the Santoni brand itself, organizing everything with a lot of dedication!
I received my boots in a fine tissue bags and at the original box in the utmost perfection that is Santoni!
I am especially grateful to the kind Stefano and all the craftsmen who do a master's job!
Santoni can be a little expensive for certain budgets, but it's still worth trying the experience, if you're acquired an object and if you take care of it, it will accompany you for many years! This is Santoni!
Roberto Kalbermatten
Geneva/Switzerland

I made a order at thursday for shoes which -if you believe advertising- should arrive within 24/48 hours. They arrived thuesday as i already was on holiday. After return i saw, that my general size doesn´t fit. there was no return instruction enclosed. Just by the website you got a little information. After contacting customercare in addition i received the authorization to return on my expenses:(( - this is absolutely not the policy of any luxury online store. Why the client have to pay (here nearly EUR 50,-) for sending shoes back to Italy on my expenses? I pay for the return of not fitting shoes. I can´t recommend this company.

This is really horrible experience ordering from Santoni, they have it advertised on their website "those orders are quick delivery within 48-72 Hours for all articles". However, I placed my order on 6/5 and its 6/13 and not even a tracking number available it's been at processing stage since 6/5 till today 6/13. I have a very important event on 6/17 and this is total disappointment, very unacceptable.

I have been wearing Santoni shoes (sneakers, official and boots) for more than 17 years. Because of the quality and smart look. From now I will also wear Santoni shoes beacuse of the attitude of the team.
This week it was the first time when I contacted the company because I could not find in the web store my size. And can you imagine, the customer care team was kind to make a search and gave me a detailed list of all shops and web sites where this particular size and model was available ! I have never had such a great experience with other companies.
Congratulations!

Imagine walking and having both soles (soles & heels are a single unit) completely separate from the boots that have only been worn a few times. Now imagine that Santoni refuses to either repair the shoes because of the manufacturing defect (admitting that their adhesive disintegrated) or even offer a replacement. What you and about 45% of those customers who submitted poor reviews of Santoni have in common is that customer service is arrogant and useless and places the burden on the customers to resolve their problems without any assistance from customer service. It should be rebranded as customer "disservice".

I had purchased 7 or 8 pairs in the past and Santoni would rather lose a customer than resolve their product failure. As we all know these aren't your $59.99 shoes.

Santoni's latest refusal to resolve the issue admitting that the barely worn shoes cannot be repaired failed to propose the obvious. I would have accepted a replacement pair of shoes available today. Instead, they simply choose to ignore any solution.

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 as well. Please, Santoni, Boss, try to work on it as it's a real issue for online customers like myself. Thanks.

I am getting Orange toes? I bought brown Gloria 's. Second time now . Will this happen always? Frank. Nijmegen. Netherlands.

I discovered Santoni for urban & sportwear sneakers one day, 10 years ago.
Since that, I only wear this brand:
- design (urban and sportwear)
- amazing confort and finishing touches
Just carry on!
Jean-Mathieu (France)

Well this is not about the quality that is indeed good.
It's about the fact that they charge double the price in neighbouring countries in within th EU Union and they can't provide any explanation for that.
It's about their horrible horrible customer service.

Shoes with a price of 480 euros, will cost 780 in cyprus!
They are not reasonable to listen and understand and treat you like a number when you ask them to come towards you.
They canceled my order bcs I put the UK in the setting but actually shipped to cyprus. They explained me its just technical.
When I tried to change the country in the settings, the prices almost doubled!!

They did me a favor and gave me a one time discount online which still was like 130 euros more than if its ordered to Greece or Bulgaria for instance.
And they gave this to me for one purchase only, no matter that I asked them to let me check the delivery amd then order more.

This huge price difference shows me one thing: they don't deserve my money if they charge this way. They need to improve their human relations and get out of their bubble.
There are amazing brands out there like tods valentino or burberry that gave amazing customer service and i am a very loyao clients of them.
From my santoni experience I am very disappointed. I will not order from them anymore and I will recommend so to all my friends. With their prices they could hire a better CS instructor and act like humans.

Elisa was very helpful in answering all my questions! Outstanding!!!

Great quality of the products, amazing customer care service. I bought 2 décolleté for myself and a pair of formal shoes for work for my husband who is also very happy.

Good quality product is ruined by horrific customer relations and incompetent order fulfillment department. Why are these people getting paid? Replace them with hard working and motivated individuals. Your current team who manages your online orders are ruining your business and reputation. Learn from Moreschi and Canali. Both Italian and real professionals! Wake up Santoni!!!

The shoes are now again like new. This is an exceptional word.
Thank you so much. I love to walk with this shoes now in beginning summer.

Ok. Let me start by saying that I have noticed the horrific reviews of their customer service in regards to returns and refunds and not surprised at all. DO NOT UNDER ANY CIRCUMSTANCE ORDER THEIR SHOES FROM SANTONI WEBSITE. I am not intentionally looking to bash them. In fact I have many dress shoes and also sneakers all of which I bought a US based store ( nordstrom, neimans) and had no issues. I bought a pair of white sneakers from santoni.com and the red off the tongue has faded all over the insides of the shoes and laces. I wore them at most 5 times. I took pictures and emailed them asking for help from santoni customer service. I am going to make it my mission in life to make this company pay or do the right thing. They refuse to respond. After reading all these terrible reviews on customer service I realize this company needs this issue brought to attention. I am writing the US attorney General and any other possible governing body demanding action. I will be posting as much on every social media as possible. I have spent thousands on shoes. Never complained and now santoni refuses to help. Most likely because they are hiding in a foreign country. Their sizing is way off on many products. Luckily I always bought from retailers that have impeccable customer service and easy to refund or exchange. DO NOT. I REPEAT DO NOT BUY FROM THEIR WEBSITE. °Any issues and you will not get proper service. Simply wrong and one would expect much better. I am more then happy to post pictures etc. Box etc. All I want is what is right. Santoni I hope you are reading because this will be escalated to the highest level you have ever seen. I buy many high end brands from Italy and have never had such horrendous customer service. Perhaps you simply do not have the expertise or class that we Americans do. This is why the US dominates the world in literally everything. You really demonstrate complete lack of professionalism.

Online customer here. Having ordered several products at the end of 2021 I have to say that it was a joy dealing with Santoni. The ordering process was straight forward and additional help was provided by their customer service when needed. All my questions and requests were addressed in a timely manner in perfect English. Their online shop offers a lot of details about products, but please keep in mind that their shoes run large so you might want to order at least half a size down (UK & EU) depending on the width fit. The quality, design and fit of the shoes is what one would expect from Santoni, that is to say top-notch.

Unfortunately Zero Stars are not possible. Otherwise they would have deserved it. I am totally upset about the way their customer service is treating a (former) loyal customer. I ordered a pair of shoes and send them back due to the wrong size. Now, 4 months later and after countless mails I am still waiting on my refund. All they do is to shift responsibility to customs instead of solving the problem. They are absolutely incompetent and embarassing for a so called premium shoe company. I will now take legal action against them!

Ilona was fantastic and incredibly helpful. She was able to address my issue very quickly and was pleasant to work with the entire interaction. The quality of the shoes and quality of service goes hand in hand. I will be a loyal customer for years to come!

Prodotti sublimi, personale disponibile, cortese e competente.
Decisamente il TOP..!!