Review Time
the worst customer experience i have ever had with any online shopping experience (forcing me to write my first ever customer review), i had made an order for 2 pieces of clothing ( Mind you its £350 + ) on the 31st of January 2026 and it was expected to arrive on the 3rd of February which was great, so the the first piece arrived on the expected date which was great, and i was informed that if you order multiple stuff they might come separately which was fine of course, no big deal . then i waited and waited . zero contact from the brand at all as whats going on , no email for tracking the shipping, nothing. Just complete Silence. which of course irritated me because i was planning on going to snowboard lessons. so on the 6th of February I take it in my hands and call the customer support where i waited for 10mins only to be ignored, so i said the last resort was to of course email them . which i did, explaining my situation and asking for updates as to whats going on, and no response again. and so i waited thinking that they are very busy which i do understand but come on thats to long. So i decided to call them once again on the 11th of Febraury where i was luckily connected to a customer support lady, and once again explaining my situation, where she told me that its on the way and rest assured (I still didnt get any tracking number for my shipment), however i asked for a refund for the second piece of clothing that has yet to arrive to this date of writing this review, i was told you could get a full refund on the second piece of clothing but since its in transit which you must wait until it arrives so you could send it back. so just to be clear i have to go out of my way to print a " free return label " and package it , and make sure its secure then walk to the post office and return it. which sounds ludicrous as i have yet to even receive the package, meaning as this pace with how they treat their paying customers with this much neglect, I will wait even longer for the refund, where it will also get delayed most likely and get it by mid of march if i am lucky.
I contacted the support team just 10 minutes after placing my order to cancel or change the size of the shoes due to an error. They informed me that once an order is placed, cancellation or exchange is not possible! Why is that the case if the item hasn't been shipped yet? Surely, it could be done with a few clicks. I then received the order and was charged $10 for a return shipping label, plus another $10 fee to refund my money to my credit card... This is by far the most frustrating policy I've encountered online. I won't be returning.
I called just 10 minutes after placing an order to cancel or change the size of a shoe because I realized I made a mistake. They told me cancellations or exchanges aren't possible once an order is placed! Why not, especially if it hasn't shipped yet? Or at least allow size exchanges with a few clicks. Their system clearly doesn't support it. I then received the order and was charged $10 for a return shipping label, plus another $10 to refund my money to my credit card. This is the worst policy I have encountered online. NEVER AGAIN.
I wish there were an option for half a star. If you encounter any issues with your order, be prepared for very poor customer service. An incorrect shipping address was auto-filled on my order, and they refused to correct it, instead suggesting I track down the previous homeowners to have them forward the package to me. Unbelievable.
I got a pair of shoes about six months ago, and they are starting to fall apart. One of the shoes doesn't fit right and has a spot that hurts my foot. It's disappointing because I used to love these shoes as they were generally very durable. What happened? I'm let down and might just stick with other brands.
I had a terrible experience with their online store. I live in Canada and paid 110 CAD for sneakers (71 for the shoes, 10 for tax, and 30 for delivery), but they refunded only 66 CAD. They don't return the delivery amount and even charged a Handling Fee of 14 CAD, which wasn't clearly stated on their site. Scammers... Additionally, the delivery was delayed, taking 13 days. Update: They did cover the return delivery, so I lost less money than I expected on this purchase, thanks to them.
I've ordered a few pairs from their site, usually preferring to shop in-store. But after this experience, I won't be buying from them again. I ordered a pair online, it took ages to arrive, and when it did, the shoes were dirty and looked like they had grease on them. The package was even re-taped. When I contacted customer service, they said it wasn't their issue and to deal with the shipping company. I insisted that I bought them from them and wanted to return them for replacements, but they refused. I was furious, hung up, and threw the shoes away. The worst customer service I've ever encountered. I've lost faith in this company.
They canceled half of my order and refused to honor a coupon when I tried to reorder. I received a poor response from customer service, got hung up on, and when I called back, couldn't reach a manager. Don't waste your time or money with this unreliable company!
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