I ordered trainers online. I asked for the order to be cancelled as per distance selling rights as I got some On Cloudswifts instead. They still decided to ship the item but then cancelled the delivery to me and have asked Yodel to bring the shoes back to them. They then said they couldn’t refund until they got the shoes back from Yodel. For all I know Yodel will lose them or take weeks. They were adamant they can hold my money hostage until they get the shoes back and wouldn’t budge. The order was cancelled and I was due my money back.After emailing back and forth for over a week it was clear that they were not going to refund in a hurry. They contacted me on Trustpilot and promised a refund but then 2 days later I got an email from their customer service team saying I couldn’t have one until they had the shoes.Back to square one.Exasperated I managed to find a phone number for Office (who own them) online and called that. Turned out it was a bloke in the finance team’s desk phone. Reiterating my dismay and telling him I would just keep calling back he took my number and said someone would be in touch.20 mins later I got a call from the customer service manager who agreed to refund the item and sent email confirmation. 36 hours later my money is now back in my account. I have changed this from a 1* to 2* review given that with a lot of persistence they did refund before Yodel deliver them back to Offspring HQ in 2026. What is clear is that Offspring’s customer service teams and social media teams do not communicate and that holding onto people’s money is just bad customer service. The random man in finance saved the day and sorted it.
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OFFSPRING has been the leader of the UK sneaker market since its launch in 1996, evolving with the manifesto to fill a large gap in the market for fashion sportswear, priding itself on being a 'Sneaker Boutique'. The first store opened in Neal Street in London’s Covent Garden where the trainers were at the forefront of design and the original store environment created one of the most a revolutionary and unique shopping experiences in the UK.See more
