Review Time
Attempted to purchase 1 of the last 3 pairs of Belstaff/Grenson #2 boots in my size in the sale - 50% off plus a further discount of 15% but experienced technical issues at the checkout. Using the online chat feature, the issue was quickly resolved by Louisa.
Me and my parents came in to your Outlet shop in Braintree on Tuesday and I must say the customer service was phenomenal, Carl and his team were polite from as soon as we entered the store all the staff very friendly unlike most shops nowadays where you get ignored. Carl did convince me to purchase a leather jacket and I love we will definitely be back when the weather starts to get cold for a winter jacket.
Had an issue with returning an item via the portal and contacted Customer Services. Louisa handled the issue quickly and efficiently and generated the label on my behalf. Louisa was an absolute star and can’t praise her enough!!
I ordered two items none of which fitted hence I returned them, which did take quite a while to get my refund, fortunately the customer service representative Michael Alexander was a real star very professional and kept me informed at every stage.Belstaff productsI find are excellent especially the waxed jackets, a little on the expensive side but like everything these day you get what you pay for.The problem for me is the sizing, which it a little hit and miss I have a Belstaff trail master which is a IT 56 and fits snug hence I ordered the same size for the two items and they arrive massive. All in all very happy
I bought a pair of $500 Belstaff boots that started rusting at the eyelets after light wear in normal conditions and stored in a dry environment.I reached out to customer service expecting a basic quality assurance process. Instead, I got months of delays, deflections, and contradictions. Their solution? A vague suggestion to clean the rust myself using vinegar and aluminum foil.After calling this out, I was told that was their final response. When I pushed again, I received an unrelated, canned message clearly meant to end the conversation without formally saying no.Only after weeks of additional pressure and zero acknowledgment of responsibility did they finally offer to accept a return. No replacement, and still no admission that anything about the product or process failed.This is not how a brand that claims to stand behind its craftsmanship behaves.UPDATE - Belstaff replied see below Thanks for responding, but a few key corrections are needed: • You did send care advice on June 11th. I didn’t see it until later but that delay wasn’t relevant. Once I replied, I made clear the issue wasn’t cosmetic and that DIY rust removal on a $500+ product was not acceptable. • Belstaff’s warranty explicitly covers defects for 24 months. The boots were well within that window. Saying this was “outside of warranty” is false by your own published terms. • More importantly, rusted eyelets on boots stored indoors are not “environmental wear.” That’s a quality failure.To your credit, you eventually offered a return but only after multiple escalations. That didn’t happen because of policy. It happened because I refused to accept a broken product and a dismissive process.
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A modern British heritage brand steeped in the spirit of adventure, protecting independent spirits to venture free since 1924.
