Review Time
EDIT: Successfully got my refund. Their lack of a phone number to call for customer service seems to be one of the only flaws of this company. Although I successfully managed to reach customer service, the sheer lack of proactive communication beyond that and difficulty to reach them is more than enough for me to stay away from this brand.Order #402502Delivery time was expected to 5-7 days and it’s well outside that timeframe and still no email confirming shipping or anything at all. Emailed customer support to request a refund and no response, same for Instagram. Customer service is practically absent, do not recommend company solely based on this, and I don’t even have a pair from them yet. After OC’s response, it doesn’t make sense for multiple people to order limited stock items, surely it’s a better idea to manage that via order placements rather than looking at inventory so that people who purchase these when they’re still “in stock” won’t have to deal with this issue. I simply want my order cancelled and my full refund back.
My shoes were delivered on May 31St. I opened the return on June 1st because the shoes did not fit.At first, they required a picture of the box and the shoes in the box. I complied, and never heard back from them. I sent emails finally I was told I had to prove the shoes had not been worn by sending photos of sides bottom etc… I sent the photos as requested last Sunday and they still have not responded or approved the returnHORRIBLE COMPANY!!!!!Thankfully I paid for these with AMEX platinum they will protect me from this corrupt company
Shoes way too small despite following the online sizing instructions. Then returns process is difficult and takes time with no clear way to return to the US - no email to follow up on return policy. They did respond to email prompt on the return address though. You do need to pay for returns to the US though.
UPDATE: I dropped them down to 1 star. I returned my shoes on the 5th. They received them that week. It’s now 6/27 and I still haven’t received a refund. They say they see it’s delivered but they haven’t checked them yet. I HATE THIS COMPANY. (Minus their jewelry) Their customer service still takes days to reply. I’m considering going through my credit card company for a refund at this point.Original ReviewI’m giving them a 2 for a few reasons. 1. Their customer service takes days to reply to emails. 2. You have to be approved for a return, keep in mind they take forever to reply to emails. 3. The shoes they sent me were scuffed at the toe. 4. They charge you $20 to return their defected product. Returning to Saks, Nordstroms and Neiman’s is a breeze and I’ll just stick with them. After reading OC’s response, I went and looked at the shoes again, they are blemish free minus that one spot on the toe. I’ve purchased distressed shoes and you know they’re distress the minute you get them. I’ve shown this shoe to my kids and wife and all agree this looks like a QC issue. I just want my refund. Wish they sent return labels in their boxes.
I’d give them 0 stars if I could. I returned a pair of shoes on 18/04/23 via DHL tracked delivery which notified me they had been delivered on 24/04/23. I have been in touch with their support team back and forth for a few weeks now to request an update on the return status but keep getting the same response that they are very busy processing orders/ exchanges/ returns and they will get to it very soon. After a few weeks it stops being believable. Not only this, but every response I get they mention they are sweeping the warehouses to locate the returned item and each time I ask for an update, I get the same response that they are still trying to locate it and they’ll process the return soon. Incredibly frustrating process as each time you request an update they find a new way to word the previous messages they have already sent you. So it’s been over a month since they received my returned item and nothing has been done about it. I’ll be contacting my credit card company because Oliver Cabell are clearly not doing anything to help. If you want my advice, just save yourself the hassle and go buy some shoes from somewhere else.
Purchased April 01 #326579 for a pair of black boots.Emailed twice to customer support as service standards on delivery of boots fell through twice. Shoes finally arrived to find out they were too big. The shoes run quite large and attempted to wear for 2 days before blisters developed. Shoes arrived arrived exposed prior to packaging. The returns process is not reasonable as most people will have worn the shoe before determining if useable. Attempted to email for special consideration of return. Was denied… the engraving wore off after the second wear, uncomfortable, and the style of the sole began wearing away instantly and looked unkempt. For the price Australians would pay for these shoes, I would not recommend this product from this brand. A very sad result considering that my purchase of Low 1’s back in 2020 was a great experience.
Awful return process. They received the pair of shoes I returned on 4/13/23 based on tracking and they have confirmed that it is alreadyin their warehouse. I followed up with customer support on 5/15/23 then again on 5/30/23 after not hearing back from them but I get a the same cookie cutter response for both times. They have had the returned item for more than 6 weeks but no one cared to check the condition of returned shoes so they can process the refund. I will be escalating the issue with my credit card company after this.
Customer service has really taken a turn. I bought a pair a couple years ago and everything went well (fast shipping, good quality shoes). I made an order on May 29th and haven’t received any communication since (it is now June 11th). I started emailing last week, have since followed up twice and sent a message on instagram, but have got no response from customer service. I am leaving town soon and need to know if they’ll arrive before I’m gone (otherwise I’ll just have wasted money). Would not recommend buying these at the moment.
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