Review Time
30 mins into wearing the shoes for the first time, the sole came off completely. I emailed last week, and despite saying the response time was 24-72 hours, over a week later and despite chases I have heard nothing from the brand. Having read some other reviews it seems I’m not alone in this issue. Terrible quality for £200 shoes, and even more terrible customer service. Still unsure if I’ll ever resolve the issue.
I bought a pair of shoes, received in the wrong color, contacted them about requesting a refund.1. They replied after I sent 2 emails, after 10 days (when they say they reply in 72h max) asking for my information (which they already had) saying they would schedule a pick up.2. They never replied back, I since sent 3 emails.3. It’s been over a month and still no replies.4. Meanwhile my money is with them and I have shoes I don’t want!
The WORST customer service and shoe quality I have ever experienced. I bought a new pair of shoes and wore them only a couple of times before the sole started coming apart. I went to the store to show them, and they told me to contact customer service by email.Customer service initially agreed to send me a replacement, but it has now been over a month, and I still haven't received anything. They also never sent me a tracking link. Despite their repeated apologies for the delays and the defected shoes, it's been over a week since their last response, and they still haven’t confirmed anything. I have messaged them multiple times, and no answer. I suspect they may have blocked my email because I no longer even receive an automatic reply when I message them.I saw great reviews on Instagram, but for 118 euros, the shoes don’t even last a month — and I refuse to give my money to a company again with such terrible customer service.
No reply over email for days and it’s been 3 weeks and still not received my order.No update and no sense of urgency or help from the customer service team.Really disappointed and no option to cancel order either - no idea where my order is and they’re robbing people of their money.
July 14 I order the Gatz shoes to Italy. Order #xThey were delivered on July 23. As I was no longer in Italy, my friend brought them to London for me on August 4. I opened the packaging and one of the shoes was severely damaged, basically had a hole in the side of the shoe. That same day, August 4, I went to the flabelus store in London and returned the shoes. I was told I would be refunded shortly. I had still NOT received a refund for these shoes, almost 3 weeks later. I will also mentioned that in the store, the woman doing my return was filling out a form for the shoes. The form asked if the shoes were defective/damaged. She clicked “yes” and the manager told her to put it as “no”. I said “there’s a hole in them, how is that not a defect?” And she said “some people won’t notice”. So I think it’s insane that you are trying to hide a very clearly defective shoe from customers, and that you actively chose to have a scenario where another customer will likely received that shoe and be disappointed. In the meantime, that very same day, Monday, I ordered a second pair as they did not have the Gatz ones available at the store in London. This is order #y. I ordered express shipping for next day delivery as I was PERMANENTLY LEAVING THE UK that Thursday. I received an email the next day saying that my ORDER HAD BEEN CANCELLED. I was told that 1. I would receive a refund for the express shipping and 2. That I would receive new information about the shoes in the meantime. I emailed you on August 5, August 10, August 18 regarding this and regarding my refund for the first pair. I sent DMs to the Instagram account August 14 and 18, and received my first response on August 19, saying they’d look into this. On August 20, I received an email which clearly showed that none of my previous emails were read. They had now just sent the order to my OLD address in the UK and also did not help me with the fact that I returned a pair of shoes 3 weeks ago and have not received any sort of refund for these. I emailed and dmed again, and received a DM response saying they would sort things out. August 26, the shoes were delivered to the UK, where I do not live as I am in America. I was finally refunded for my first pair of shoes, order #x, a month later, but now had paid for a second pair that was delivered halfway across the world. I DMd and emailed about this August 26, 27, 28, 30, and 31. Shameful. Absolutely shameful. On August 31 I even said just give me a refund for the second shoes because I was TIRED of dealing with this. On September 1 I finally received a response saying that they would ship my shoes to my address in the US. I was not provided a tracking number until Sept 9. I missed the delivery yesterday to my apartment because I was expected to pay duties and was not home so the doorman couldn’t do anything. I am now waiting to receive a refund on these duties. In my opinion, this is the worst customer service experience I have ever received. I have NEVER left negative feedback about a company or restaurant or anything. But this is truly outrageous and despicable behaviour from what’s supposed to be a well established brand. I will NEVER, EVER be purchasing from here again. In my opinion I am more than entitled to an “I’m sorry” whether that’s in the form of a message, a refund, a voucher, or a free item. The quality of customer service at this company is horrendous and given the fact that it’s been over 2 months and I still don’t have a pair of shoes, and constantly being ignored by the customer service team, is insane. I truly wonder if you would have ever refunded me, or if anything would have gotten sorted if I didn’t constantly email and DM the team. Horrible experience, never again.
Defective shoes with terrible stitching and falling apart . No response to emails and they do not answer the phone! Paying over $200 dollars and making an international purchase for subpar craftmanship and no customer service is unacceptable. Do yourself a favor and do not purchase from them.
my advise: only buy the shoes in the spain/portugal stores, not online or in london. the shoes are great, everything else isn't. the customer service is slow and unhelpful, although it says you can exchange shoes in store, you can't - you can only return in store and purchase the one you wanted to exchange for new for store price (!!). one of my pairs was ordered 18 days ago and is still stuck in spain somewhere. also, when you purchase in store, double check for manufacturing defects!! overall, for the price, the service just isn't it - and the whole ordeal over the last three weeks made me almost not want to get any of their shoes in the end.
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