Having long admired the look of these shoes via advertisements on Instagram, I decided to buy a pair at the end of April 2023. As others have noted, I found that the shoes are poorly designed and made of leather, so tough the shoes do not bend as you walk, rendering them unwearable.I immediately returned the shoes despite Oliver Cabell's excessive handling charge (US$75) and the international parcel delivery fee of (AUD$60). The return parcel was signed for at Oliver Cabell's US warehouse on May 11, 2023. Given my recent experience with all other online retailers, I assumed I would automatically receive a refund.Upon checking my June credit card statement, I noticed I hadn't received a refund. I assumed this was an oversight. However, now I believe this is a deliberate strategy by OC to avoid or delay the payment of refunds — the longer the money is in their account, the better for them. I contacted them on July 16, asking them to check why I hadn't received a refund. They came back asking for a tracking number, a photograph of the return receipt, a photo of the return address label, and proof of the weight of the package. Fortunately for me, I had kept this material and was immediately able to provide evidence of all three to OC. (However, I can imagine many people would not keep this sort of material, which would allow OC to refuse a refund).I would not be writing this review if I had not received this email message from OC today in response to my providing them with all of the requested evidence.Dear DavidOur system does not show that it has been received, although the tracking shows otherwise. This may be the case for a variety of reasons, but they're most likely still in the final stages of processing. But don't worry, I have requested a full sweep to locate your returned items. Once we get confirmation that they received it in good condition. We'll also be able to process your refund before then. This may take a couple of days but no worries as I will be keeping an eye on this for you. If you won't hear anything from me by late next week, please contact us back so I can follow up.Kind regards, JoshI believe this delaying strategy is not a one-off bug but a feature of OC's business model. I can see that other people on TrustPilot have had the same experience. I fully expect them to tell me in their next email that they have found the shoes, but they are damaged in some way, which means they cannot provide me with a refund. There is a 120-day deadline for being able to apply a chargeback on my credit card for legitimate claims about non-payment of refunds. I intend to start this process today and advise others to do the same rather than experience the same delaying tactics. MESSAGE TO OCPlease don't post your standard message that says, "I have shared this with our management to check if there's still something we can improve on our sizing and the build of the shoes. While we hate to see unhappy customers, we certainly welcome the opportunity to learn and be better."And please don't post this message either, "I wanted to let you know that we are truly sorry for the experience you had. This is definitely not the kind of service we want to offer to our customers, and we understand how frustrating it must have been for you. But upon checking your order, I can also confirm that the refund has been successfully processed. It should be reflected now on your account.
Claim your business profile now and gain access to all features and respond to customer reviews.
