Review Time
Extremely disappointed with how this order was handled.
I ordered a pair of boots for my wife’s birthday. She had been talking about them for a while and this was the one thing she genuinely wanted. I placed the order, the payment was accepted, and I received confirmation. A few days later, I was notified that the order was canceled due to overselling stock and that a refund would be issued.
The customer service representative I spoke with was professional, but the only solution offered was to sign up for restock notifications and try again, with no guarantee it won’t happen the same way next time.
This isn’t about hype or limited inventory. It’s about process. If an item isn’t secured, payment shouldn’t be captured. Accepting a customer’s money and confirming the order, then canceling days later because inventory wasn’t accurate, is a systems failure. When the purchase is tied to a birthday and specific plans, that breakdown has a real impact.
I’m not leaving this review out of emotion. I’m leaving it because this is a preventable issue. For a brand with this reputation, inventory control and order validation should be tighter than this. I hope it’s addressed so other customers don’t experience the same problem.
I purchased a pair of 2976 Bex Chelsea Boots from Dr. Martens for £180, expecting the durability the brand is known for. The boots were around two years old when the sole split, and they had only been worn occasionally - not as everyday footwear.
At this price point, I do not consider a sole splitting to be reasonable wear and tear. For a brand marketed around longevity and quality, I expected them to last significantly longer.
I raised the issue under the Consumer Rights Act 2015, as goods should be of satisfactory quality and reasonably durable. Unfortunately, my claim was rejected. The response felt automated and dismissive, and my concerns about durability were not meaningfully addressed. It did not feel like my complaint had been properly considered.
Very disappointing both in terms of product durability and the customer service experience.
I will never order from Dr Martens ever again. I ordered a pair of boots and a pair of shoes on 27/12, said they were dispatched on 31/12. Royal mail said waiting to receive goods for over a week. I allowed some time as it was new year before contacting them a week after dispatch email to tell them the above. Got some generic response saying to allow 2-3 days. Few days later I get a declaration form to fill in. Do that straight away. No response for over a week. I had to do a chat to get the ball rolling again. Told the boots are out of stock and will be refunded. They will send out the shoes. I had the same "send us your address" email several times. I filled it every time. It's now another week later and I've had my refund for the boots but no dispatch on the shoes. It's over a month since I ordered! Oh and they keep emailing me to ask me to review them. The survey really tipped me over though. It just asked how satisfied I was with how my query was handled. I put dissatisfied and nowhere to say why. The survey was 1 question. Very disappointing from such a huge brand. You are losing customers!
I purchased a pair of boots for the stated price of €195.50 at the official store, but a few days later, I noticed the same boots listed for €30 less on the website. According to the "Price Guarantee Protection" policy, since my purchase was made within two weeks prior to the price drop, I should be eligible for a refund of the difference. I emailed the support team a week ago, but I have yet to receive a response!
I placed an order before Thanksgiving, expecting the shoes to arrive on 11/26. Since then, I've been in daily chats and calls but haven't been able to reach a supervisor or get a reship or refund. After this experience, I won't be ordering again. I do love my boots in brown and black, but this situation has really disappointed me.
I ordered four pairs recently, and every single pair arrived with significant scratches or damage, forcing me to return them immediately. The process of obtaining a refund for these faulty items has been a nightmare, as I haven't received any responses to my emails or calls.
I am extremely dissatisfied with the quality and support I received. I purchased a pair of boots less than a month ago, and the lining has already worn away significantly. This level of damage is not typical, especially for a brand that is known for its quality. I take good care of my shoes, and this rapid deterioration clearly indicates a defect. When I reached out to the support team, I was informed that it was considered “normal wear and tear” and they were unable to assist me. This response left me very disappointed, as the boots are nearly new and already showing signs of damage. It feels unjust and is not what I anticipated from such a reputable company. I am now attempting to escalate my situation, as I believe a product should not deteriorate in less than a month. I am definitely unhappy with this experience.
I bought shoes that were disappointing (the fur was poorly attached inside, causing irritation to my heel - low quality). To make matters worse, there was no pre-paid return label, forcing me to spend 20 euros to send them back! I'm very dissatisfied and will not shop here again.
I purchased shoes that were disappointing (the fur was poorly glued inside, causing irritation to my heel - low quality), and then I discovered there was no pre-paid return label, forcing me to pay 20 euros to return them! I'm very unhappy and won't be shopping here again.
I contacted the customer service team on October 3rd regarding my shoes, as the sole was splitting. After much back and forth, we agreed on a refund by November 6th. I sent the shoes back via Royal Mail that same day, but I'm still waiting for my money.
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