SmallBizGenius Analysis
SOREL, an online retailer specializing in footwear, receives mixed feedback regarding product quality and customer service. While some customers praise the fit and durability of SOREL boots, many report issues with product defects, shipping problems, and unhelpful customer support.
Category Breakdown
Scores based on analysis of 37 recent reviews
Shipping & Delivery Issues
2.0/10Many customers report problems with shipping, particularly with OnTrac, including delayed deliveries, lost packages, and packages left in incorrect locations. Reviewers mention receiving 'delivered' notifications without receiving their orders and struggling to get assistance from Sorel to resolve these issues.
10 reviews mention thisCustomer Service
3.0/10Numerous reviewers express frustration with SOREL's customer service, describing it as unresponsive, unhelpful, and dismissive. Customers report difficulty getting refunds, exchanges, or replacements for defective or undelivered items, and some feel their concerns are ignored or met with generic responses.
12 reviews mention thisProduct Quality
3.5/10Several customers complain about the poor quality and durability of SOREL boots, with reports of rubber cracking, heels separating, and boots falling apart after limited use. Some reviewers note a decline in quality since the company was acquired by Columbia, and express disappointment that their boots did not last as long as expected.
11 reviews mention thisReturns & Refunds
2.5/10Customers frequently report difficulties with SOREL's return and refund process, including long delays, lost packages, and issues receiving full refunds. Some reviewers claim they were denied returns for unworn shoes or had to pay for return shipping, adding to their frustration.
8 reviews mention thisPros & Cons
What Customers Love
"Sorel boots give me good fit, durability and traction."
"Purchased Mens Sorel boots, loved the look of them"
Common Complaints
"After only 4 seasons of Caribou waterproof winter boots stored indoors, in moderate room temperature conditions, the rubber foot area cracked badly (on both shoes), making them completely useless in rain or snow."
"Shoe was never delivered.and the customer support, Francisca Eugenia, isn't being helpful, telling me the package was delivered and that's it."
"This company is a disgrace. They don’t respond, goods not delivered and they have your money. I cannot recommend enough that you stay clear."
"Return was HELL. Purolator lost the package and it took 1 month for Sorel to figure it out and "investigate" properly."
"Misleading advertising not to be trusted: No issue with delivery or the quality of the product but their sale information is misleading."
Common Questions About Sorel
Answers derived from customer review patterns
Is SOREL legit and trustworthy?
Based on the analyzed reviews, there are significant concerns about SOREL's trustworthiness. While some customers report positive experiences, a large number detail issues with undelivered orders, incorrect items, and poor product quality. Many reviewers also express frustration with the company's customer service and return process. Given these widespread complaints, potential buyers should exercise caution and carefully consider the risks before making a purchase.
Based on 15 reviewsDoes SOREL have good customer service?
The majority of reviews suggest that SOREL's customer service is lacking. Many customers report difficulty contacting customer support, receiving slow or unhelpful responses, and struggling to resolve issues with orders or returns. Some reviewers describe customer service representatives as dismissive or unwilling to provide solutions. This negative feedback indicates that SOREL's customer service may not meet the expectations of many customers.
Based on 12 reviewsIs SOREL worth it for small business?
For small businesses, SOREL may not be a reliable choice due to the inconsistent product quality and unreliable customer service reported by many reviewers. The risk of receiving defective products, experiencing shipping delays, or encountering difficulties with returns could negatively impact business operations. While some customers have had positive experiences, the prevalence of negative feedback suggests that SOREL may not be the best option for businesses seeking consistent quality and reliable support. It is advisable to explore alternative brands with more consistent positive reviews.
Based on 10 reviewsWhat is SOREL's return policy like?
Based on customer reviews, SOREL's return policy can be problematic. Several reviewers report difficulties with the return process, including long delays in receiving refunds, issues with lost packages, and instances where returns were denied for unworn items. Some customers also mention having to pay for return shipping, which adds to the overall frustration. These negative experiences suggest that SOREL's return policy may not be customer-friendly and can be a source of significant dissatisfaction.
Based on 8 reviewsWhy are SOREL boots cracking?
Several reviewers report that the rubber on their SOREL boots cracked after a relatively short period of use, even when stored properly. Some speculate that the quality of materials has declined since the company was acquired by Columbia. This issue appears to be a recurring problem, particularly with waterproof winter boots, and suggests a potential defect in the manufacturing process or the materials used.
Based on 4 reviewsLooking for Something Different?
Compare Sorel against 522 similar lifestyle & perks options.
View Alternatives