Review Time
I had difficulties returning the shoes that didn't fit. I emailed to ask for help on 16th Jan and still haven't received a response. I managed to return them by going to the local sorting office and getting a royal mail worker to help print out a label. However I haven't had my refund or confirmation they have received the shoes back. The return process is very difficult compared to most companies. The qr code I took to the post office is not a qr code that can allow staff to print a label like every other company. It's a qr for you to print at home. Many people are unable to print labels therefore this system is very outdated. Using a bot for chat and not being able to speak to a real person is frustrating and shocking for a company that prides itself on being British and the expensive quality products it sells. I would never use again. Great if the item fits but is you have an issue an absolute nightmare from start to finish. Avoid!!
I had difficulties returning the shoes that didn't fit. I emailed to ask for help on 16th Jan and still haven't received a response. I managed to return them by going to the local sorting office and getting a royal mail worker to help print out a label. However I haven't had my refund or confirmation they have received the shoes back. The return process is very difficult compared to most companies. The qr code I took to the post office is not a qr code that can allow staff to print a label like every other company. It's a qr for you to print at home. Many people are unable to print labels therefore this system is very outdated. Using a bot for chat and not being able to speak to a real person is frustrating and shocking for a company that prides itself on being British and the expensive quality products it sells. I would never use again. Great if the item fits but is you have an issue an absolute nightmare from start to finish. Avoid!!
Ordered bags online, parcel arrived damaged with Royal Mail note. I informed Dr. Martens they asked for proof, no problem. Then they went radio silent. I never experienced anything like this from a big company. First and last time I’ll be ordering from them. Will have to go through bank if I don’t hear anything back end of this week.
When visiting the Ashford store, I was had a great experience. I started by Diogo greeting me and offering help. Abby the assistant manager put my transactions through on the till, so Diogo could continue helping customers. Both were really friendly and will be returning because of them. Extra shout to Diogo, I saw he was great with every customer he interacted with, brought a really unique energy and could see he enjoyed helping people.Great job from the store
Customer service seems non existent these days. What's happened? Emails don't get a response, I filled a contract form to query this and ask that my email gets answered. Not getting anywhere. I love the brand and enjoy the experience in store but customer care outside of this has failed. Can't call and speak to anyone nor do emails get answered. Shame.
Visiting Ashford Designer Outlet store, I was tempted in by the sale sign. I was slightly disappointed not to find something in my size in the sale that appealed until a very helpful assistant came along and quizzed me as to what type of shoe I liked. Having ascertained my wishes she made some suggestions based on what was in stock in my size ( UK size10). We had a brief discussion as to how difficult it was to find shoes in our sizes (she was a size 3) and she picked out the perfect shoe for me. Not only that but she was happy to hold them for me whilst I looked around the rest of the Outlet saving me the trouble of carrying them around for the rest of my visit. All of the staff were cheerful and helpful 10/10 for my experience!
Adding insult to injury. I bought a pair of DM sandals from their online store. I hadn’t really worn them, maybe 8 or 10 times max, when the buckle snapped in two. I emailed them. They asked for proof of purchase. Then photos. Then more photos. On and on. I provided everything they asked for. Then they came back and said I was out of warranty. Despite fact shoes were visibly almost unworn. And they could have told me that from their first email. They sold me a rubbish product, and then made it worse by their useless customer service. I won’t buy from them again.
I bought a pair of soft leather boots and after about a year or so of wearing them the soles split and came a part. DM did replace them after I got in touch explaining what had happened. I also bought a pair of classic hard leather boots that squeak non-stop every time I wear them. I did raise this issue with DM but because they are out of warranty they have refused to do anything and are happy that I have a pair of boots I cannot wear! What does that say about the company! What I'm trying to say is think very carefully about spending your hard earned cash on boots that are now of mediocre quality. They are just not worth the money. I won't by Dr Martens again and it's DUPES all the way from now on!!
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