Oliver Cabell masquerades as a luxury brand, but it is far from that. Avoid. I ordered Low 1s and when they arrived they had obviously already been worn, and were covered in marks on both shoes. There were yellow marks on the soles and blue and grey marks all over the upper leather. Clearly defective.I emailed OC's customer service to explain the situation, and sent photos and my order number, asking for a prepaid shipping label and a full refund. OC took 5 days to respond and when they did, the person clearly had not read my email, and started asking for information such as: product SKU, item type, name of product on the label. Not sure if the person just could not be bothered looking up my order number or reading my original email. Frankly, none of those details are relevant to refunding my order. Any other self-respecting brand would have apologised profusely for the stuff up and sent a prepaid return label immediately.The saga now continues as OC still seeks further photos from me of the shoes, despite me having sent them several photos which clearly show the defects and give a good perspective of how the shoes look.OC pretends they are taking on the luxury heavyweights but I have never had such an infuriating and drawn out returns experience from any of their competitors brands. The fact the shoes were sent having already been soiled is already an embarrassment, but their ongoing failure to rectify my situation is just disgraceful. Moreover, the shoes do not really feel any better than the Stan Smiths I had bought them to replace, despite being 3x the price. I wish I had looked at the reviews here on TrustPilot before buying - the overwhelmingly positive reviews on the OC website do not seem representative of the similarly woeful experience of others here.**As you can see, they have responded below here so much faster than their own customer service email. Today I received a response by email suggesting I can have the shoes replaced. That’s not what I asked for - I want a full refund. Every time I go to use their online chat it says it is closed (even during their “online” hours). If anyone from Oliver Cabell is reading this, my order number is 347763 and you can contact me on the email address I used with my order.
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