Review Time
For nearly eight years, we have been buying four pairs of shoes (2 Latin, 2 ballroom) every six months. Initially, the price was around £100 per pair, but it has recently increased to £130. The shoes are beautiful and fit well. Unfortunately, the latest pair of Latin shoes that arrived on 14 October only lasted less than eight weeks. Just last week, one strap broke. I reached out to the support team, who requested photos and questioned whether we had added an extra hole (we hadn’t). After some back and forth, they offered to repair them, which seems unreasonable to me, as a local service could handle a strap repair without the hassle of two-way shipping. I was also disappointed with their vague offer of a voucher for a discount on my next purchase. After being a loyal customer for eight years, I felt that a replacement pair would have been more suitable. My request for a replacement was flatly denied, prompting this review. Other brands to consider include alternatives that are available.
We have been purchasing four pairs of shoes (2 Latin, 2 ballroom) every six months for nearly eight years. Initially, the cost was around £100 per pair, but it has recently risen to £130. They are stunning shoes and fit well. However, the latest pair of Latin shoes delivered on 14 October only lasted less than eight weeks. Last week, one strap broke. I reached out to the support team, who asked for photos and questioned if we had altered them (we hadn't). After some back and forth, they offered to repair them, which seems unreasonable since local services can handle strap repairs without incurring double shipping costs. I was also unimpressed with their vague offer of a voucher for my next purchase. As a dedicated customer for eight years, I believed a replacement pair would be more fitting. My request for a replacement was firmly denied, leading to this review. Other brands available include alternatives worth considering.
The company failed to inform me about a second shipping charge of $116 after I paid £38 for shipping on their site. They claimed it was in the fine print, which is hard to see, and when I requested a refund, they stated I would have to pay the $116 again to send the items back. I do not recommend these shoes to anyone outside the UK. Terrible customer service and poor communication regarding shipping.
CAUTION: Hidden charges! I was charged the full amount at checkout without any mention of customs or duty fees, which other brands clearly disclose. After shipping, I was contacted for an additional $44 in duties that were never mentioned at purchase. When I reached out, the response was rude, blaming me for not knowing my country's policies and referencing a buried line in their Terms & Conditions that wasn't visible before payment. I believed that paying shipping fees covered all costs. They refused to take responsibility or provide a reasonable solution, stating that if I refused delivery, I would still incur return shipping costs. This experience felt misleading and dishonest. Additionally, I had contacted them for fitting advice based on my measurements, but the shoes fit poorly, with my toes extending past the end. Returning them would mean losing the €38 plus $44 duty I paid, plus shipping costs. I will NEVER purchase from this company again.
This has been the worst buying experience I've encountered. My package was not delivered, and they refuse to refund my money. Now, I'm facing hundreds of dollars in additional charges because I live in the United States, and they shipped it back to the UK. I am essentially out $500 without receiving anything. Customer service offered no assistance whatsoever.
I received a pair of shoes in different sizes (I have photographic proof), and they felt noticeably different when worn. One fit perfectly, while the other was uncomfortably small. I contacted the support team, but they insisted that both were the same size and sent me photos that didn't prove anything. Eventually, they admitted there was a slight difference but refused to refund the return shipping costs, despite the clear manufacturing error. This was one of the worst customer experiences I've had.
Our dance team ordered six pairs of shoes from this brand. Given the import costs, each person paid €170 per pair. With such a high price, proper fitting is crucial. We sought guidance to ensure we ordered the right sizes. In their email, we received measurements for our foot widths and shoe options. To be cautious, we even ordered a narrower size than recommended, but it was still too wide. Unfortunately, four out of the six pairs do not fit. Be cautious! Due to the special soles, returning the shoes is not an option.
I had the worst delivery experience ever: it took four weeks and was handled by UPS. Even though I was home every day, UPS never rang the bell and returned the parcel. I had previously contacted support for the correct tracking number but never received a response. I am extremely disappointed and will not consider placing another order.
As a professional dancer, I've worn many different dance shoes, and this brand has caused me the most issues in terms of product quality and customer service. The representatives were extremely unhelpful when I sought assistance. I ordered standard shoes after my previous pairs started to fall apart within three months. My new pair arrived, but within a week, the material began to separate. When I reached out for help, they suggested I simply glue the shoe back together. After spending over $600 on shoes from this company, I would have expected better service. I will not be using these shoes again and will choose other brands that offer better support and quality.
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We are 2020 Queen's Award for Enterprise Winners, specialising in the design and manufacture of Ballroom & Latin American dance shoes and make all of our shoes in Milton Keynes, UK. Our collection offers shoes for ladies, gentlemen and children and our shoes by worn by many of the world's leading dancers, as well as dancers from BBC's popular 'Strictly Come Dancing'.See more
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