Review Time
I received my shoes yesterday in great condition.The shoes are very nice and I love them.I did write a review about their poor customer service and response to questions. But the shoes were perfect !Thank you.Appreciate if you could improve how you respond to your customers and improve on updating shipping information.
I wish I had read the reviews here first, they are not wrong. I too am waiting on a refund for poor fitting shoes that I had to pay to return to the US at a cost of c. £30, and which were confirmed as delivered back to OC on the 5th June, nearly 6 weeks ago. This is not what you would expect from a company charging +£200 for a pair of shoes. The shoes look nice but are very narrow fitting and very stiff as others have said. If I could give less than x1 star I would.
It was late and the send me so many emailed. I opened one and saw they were having a summer sale. I bought a necklace. When I clicked on it it said free shipping. So I bought it. The moment I clicked pay I saw they added a $10 shipping fee. The necklace was less than $30. The moment I saw the charge I went to cancel the order. They have no phone number or chat function. (I learned later they had a chat if you go through their store website) but when you hit contact—the only choice is email. So I wrote asking to simply cancel the order. They responded and asked me to send the code I used. I responded with a picture of the website that clearly says “free shipping” with no minimum amount near it. Two days later they sent me their shipping policy. (I didn't ask for the policy and just asked to cancel and I responded as such. No response. I wrote again asking for a response. And they said-they can not cancel an order. They did not say that in any of the those correspondence so it was all a waste of time and it’s ridiculous. Why they couldn’t even try to remedy I don’t know.
Ordered a pair of Low ones and they arrived in the wrong packaging (plain cardboard box) with pink and blue marks all over the shoes. Instead of offering to replace them or refunding me, they instead suggested I remove the marks myself using a naked flame...I have now spent the last month trying to get them to refund me before they finally informed me I would have to pay to send them back myself even though they clearly sent me shoes that were not meant to be sold and the fault originally lies with them. Extremely poor customer service for a company that is selling $200+ shoes and trying to fashion themselves as a 'premium' brand.
I really wanted to like these shoes. Have owned them for a year now, worn them 25-30 times - I wanted to wait until I could honestly review them. Positives: they look great and seem to be made of quality materials. Negatives: they are not comfortable to wear. Despite being an appropriate size and wearing them so many times the leather at the forefoot has never really softened and still rubs and digs into the top of my toes. I've tried stuffing paper in and stretching them which helped a little but not enough to make them comfortable. The sole is not very cushioned, quite solid rubber. They are expensive shoes
Like many others, I have had an infuriating experience with Oliver Cabell. When I first received the shoes, they looked nice, but the left fit different from the right one. After further examination, I noticed the padding at the left heel was defective and not sewn in like the right shoe (causing them to feel different). I messaged Oliver Cabell on chat and was told I was outside of their "strict" (the customer service rep's words) return policy of 30 days. However, they would make an exception since it was an exchange and the shoes have not been worn. I did have to take and send around eight pics of the shoes before the exchange was approved (as the rep stated they needed to be in "sellable condition"). I then had to pay shipping for the return which was unbelievable. First off, I'm puzzled as to why these shoes would need to be in “sellable condition” since they had a defect. I’m assuming that someone else will now be shipped these shoes and have the same issues. Secondly, on the website it states “We stand behind the quality of our products. If you experience any material or craftsmanship flaw, please shoot us a note so that our team can help. Of note: we have a 60 day warranty on all footwear.” Either there is no 60 day warranty or the customer service team isn’t trained in how to handle these escalations. I will say that I did receive a new pair of the exact same shoes. While they don’t have the same defect of the first pair, they do have noticeable inconsistencies between the left and right shoe. I find this unacceptable given the price of the shoes. All in all, it is evident that Oliver Cabell suffers from both quality control and customer service issues. I will never purchase from Oliver Cabell again and stick to brands that I trust and have had a much better experience with.I learned a valuable lesson from this online shopping experience - always trust the reviews.
Worst online shopping experience of my life. The cotton laces in my cart and on the store says $10.5 but I was charged $15. The cost of taxes was also not included in the order page itself and was suddenly tacked at the very end of the payment process leading to an extra $20 being charged.
Stupid me. I read all the bad reviews about this company but wanted red drivers so bad i ordered them despite the reviews. I did a search for women’s drivers. I figured what could go so wrong with ordering a pair of shoes. Well i got the red drivers but they were HUGE!!!. I contacted the company and they told me I ordered the men’s shoe. I ABSOLUTELY DID NOT ORDER A MAN’S SHOE. I ordered what came up on a search for women’s drivers. Then they charged $20.00 restocking fee. I will say I did get my money back less the $20.. good lesson learned. If the reviews are bad, believe them and don’t think your experience will be any different.
So this is your response below, and my response is, what is Oliver cabell going to do about it ? it was not built to last it was a faulty item, Because I am actually sick and tired of chasing you guys up, when I am the one who received a faulty item Reply from Oliver Cabell19 hours agoHi Charlie!The shoes are actually designed to last long and we made sure to use top-quality materials so I am saddened to hear about this!No worries! I have shared this with our management as I am sure that this will help improve our business as well as the design and quality of our products. We appreciate you for taking the time to leave a review and we look forward to meeting your expectations in the future. Thank you, Charlie!
Why'd you do it Oliver? Is the question I've asked for the last 72 days since my first experience with Oliver Cabell. After about 12 months of seeing Instagram ads for Oliver shoes, I was very keen to give them a go. I purchased the Vegan 481, which appear to be a cream colour with a beige sole. They were very quick, the packaging was nice, the shoe felt pretty good quality, however, the shoe I took out the box was not the same as the hero image they've used on site. The shoe was an off-yellow colour, with a white sole. When I emailed to ask If I may have received the wrong shoe (with photos as evidence), they replied "Please note that the shade of the pair you received is the same colour as advertised on the website. The lighting, monitor display, etc. may cause it to appear a bit different, however." This just felt strongly incorrect, confirmed by the multiple phone and computers I checked on. This was a nightmare in itself. It cost $60 AUD to send back to the states, and swaps could not be easily initiated. Instead, it appeared I'd have to re-pay tax and shipping, which was already another $40-50. Not to mention the $30 USD to process a refund. Whatever on earth that is. Once I had provided evidence I sent back the shoes, but the evidence did not appear to be enough. They said they could not confirm any details with me until I had gone back to the post office and asked for more details. Again this could have been my fault, however seeing as my package was already marked as "Arrived" in their warehouse, I was getting a bit anxious as to why I had ever purchased with an Instagram brand.I was officially annoyed when it was 15 days since the package had arrived, and I was told "Our system doesn't show that it has been received yet, although the tracking shows otherwise. This may be the case for a variety of reasons, but likely they’re still in final processing." On top of this, it would take up to 10 business days before I would receive the money back into my account. Once I finally mentioned how I disappointed I was and they needed to locate the shoes immediately, they were able to let me know within the hour that they were indeed in the warehouse. It was a total email thread of 18 emails to complete the process from asking about the shoe I received to receiving my refund. At this stage, the staff were also still working through their upsell tactics to get me to purchase another shoe. I can appreciate a strong sales tactic from customer service teams usually. But I was well and truly beyond this at this point. This was a pretty terrible brand experience. Not only am I turned off the brand, but purchasing anything from a brand I have found on Instagram, and purchasing anything from the US.Sadly, I would not recommend purchasing with Oliver Cabell.This felt like a "fun" exercise spending $150 to get a refund on a pair of shoes that should have been the right colour in the first place, or just represented correctly on site.
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