Review Time
DON'T ORDER FROM THIS WEBSITE.I have ordered 7 pairs of shoes, but unfortunately all were small. So I had to send them back to replace them. Customer service are not helpful at all, but still I was able to send the items back on my own, and paid more than 1000USD just for that. Now the bigger problem is that although the shipment shows that it was delivered to them, but they are denying, they keep saying they are checking and it has been months now.
I ordered with expedited shipping. What is never stated or explained is that expedited is 2-4 days from the time they fulfill your order. My order arrived 10 days after placing the order. When I realized the deception, I contacted customer service who offered a refund since the order had not be fulfilled yet. The rep said he would verify and contact me back. The order status at that time was unfulfilled. Two days later, I was contacted and told the order could not be canceled or refunded because it had not been filled. Of course it had. Two days later and after I complained about the deception in shipping times. I received the order and am not happy with the entire experience and quality of the shoe. There are way better options in quality and customer care at a lower price. Now I discovered, I have to pay a $20 return fee. Horrible customer service and average quality.
No comment on quality of product; completely disgusted at business values and customer experience. Don't support this company!I placed an order for the Tigger on May 25 for a trip two weeks later. I escalated the importance of this order and that if they couldn't deliver in this time period that I didn't want to proceed (ref. multiple emails to agents Joshua and his manager Sundie). When the shoes still hadn't shipped in a week (June 2), I inquired again with Oliver Cabell who provided no solution. I then asked them basic questions like splitting the order with the item holding the full shipment and reiterated that I wanted to cancel the order if Oliver Cabell wasn't able to deliver before my trip. Only by asking basic questions on solution options were they then able to move the shipment forward.Unfortunately, Oliver Cabell still wasn't able operationalize shipment until June 6 (12 days after order!). I again contacted Oliver Cabell and reminded them of my deadline and options to expedite shipping.My order arrived after I left for my trip and, as was reminded multiple times to Oliver Cabell, was rejected and returned to sender.Despite proactive and transparent communication and providing solution options that customer support wasn't able to identify... Oliver Cabell still charged me the $40 restocking fee. Argh!The customer service manager (Sundie) was adamant in proceeding with the restocking fee despite Olver Cabell's operational bungles in shipping and lack of customer support capabilities & follow through. Oliver Cabell values taking your money more than customer experience. Apparently $40 is more important to them then ruining a customer's impression and experience.Recommendation - There are plenty of cool shoes out there. Take your business to a company that can deliver and cares about you.
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.
This has been one of the, if not the, worst online shopping experiences in my life. I have ordered two pair of shoes from Oliver Cabell to the EU. The sending was quite swift but ordering from the EU you need to be aware that you will...... pay VAT TWICE, the invoice will state the US VAT and you will have to pay an additional VAT as part of the duty fees (EU VAT). I would have expected just to pay EU VAT as part of the duties.... in the likely case the shoes won't fit YOU need to pay for the return to US... despite having received the return packages over a month ago hear nothing back from the support. Ultimately, be ok with that you (maybe) won't get refunded. It has been + 1 month since the shoes are back with them and still haven't got any money refunded.Overall, the experience is extremely bad, and I would really avoid this brand overall. Unfortunately, this lesson cost me a lot of money. Hopefully, others won't make the same mistake. AVOID this brand. DO NOT BUY here.
Ordered a pair of shoes that I received damaged. I contacted customer service and was told they were not damaged and they are "distressed by our artisan in Italy." The finish was otherwise perfect except for one spot on each side of each shoe. I referenced the website description and the pictures on their site, which do not resemble what I received. They said I could return them for a $20 restocking fee. I asked them to waive the fee because they were damaged. They said they would not waive the restocking fee and stated, "As there are no further actions that can be taken here, we won't be able to respond to further messages on this issue." They then stopped responding. Additionally, to initiate a return, you have to contact customer service and wait for them to authorize the return. I've been waiting for days for a response, but haven't heard back. I also submitted a negative review of the product on their website that they didn't post.UPDATE (01 August 2023): After returning the shoes for a refund and waiting their "10-15 business days for processing," I contacted their customer service for an update. Their response was "Our system doesn't show that it has been received," but tracking shows that it was received. Since then, I've been getting the runaround from them, saying they'll investigate. It has now been 35 business days. I ended up disputing the charge with my credit card and filing a complaint with the FTC for fraudulent and unscrupulous business practices.
Terrible experience, I placed an order for my son back in March, and I ordered 4 pairs of shoes planning to keep 2 because he is in between sizes and we weren't sure about it. we started the return process which was ridiculous, but we followed the process and sent the shoes perfectly fine, new, and in the original packaging. Today June 5 I haven't heard anything from them and they don't even respond to my emails, they don't have a customer service phone number so you cannot speak to anyone. I don't recommend this company at all.Then they replied to this review asking for more details about my order and giving me the same page where I have uploaded all the information requested, picture of the shoes, pictures of the sole of the shoes showing that they haven’t been worn, pictures of the original boxes, picture of the Fedex confirmation that I received confirming that they have received the shoes, tracking number!!! On top of the tons of emails I have sent asking for updates regarding my refund where then order number has been included. I hope you are joking by asking to provide you with more information.
EDIT 6/08: Hello, I have yet to receive an email regarding my order details. I also haven't heard back from the CST, even though I sent 2 emails. In addition, could you kindly explain why the website states that it should be shipped within 5-7 days? I'm a bit confused on the discrepancy. Please feel free to reach me at arkensnovak0(at)gmail.com. I look forward to hearing from you soon.EDIT 6/05: Thank you for your timely concern. I will keep my eyes peeled for an email. While I have yet to reach the delivery timeframe, I'm not pleased with the difficult and cloudy shipping/tracking information. I was instructed to download the Shop app to track it, but the app doesn't let you. I've written several emails as of today, to no avail. Again, I am still not within that time frame. I ordered the Vegan chalks and am expecting them to come in latest by the 8th, with some wiggle room.It's quite scary to see the multitude of negative feedback and ratings in regard to customer service. I really hope that they are not true or at least hyperbolized. My order number is 407025. I would appreciate someone's prompt attention. Thank you.
Terrible experience. Despite measuring my feet as per the website instructions, the shoes were tight and they gave me a terrible bite. Add to it customer service is totally unresponsive and insensitive when I asked for an exchange. Although quality and style is excellent I wouldn’t recommend it to anyone.
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