Review Time
Oliver Cabell is at best negligent, maybe sneaky, and at worst legitimately fraudulent / liars on returns.I am sure there will be a very lovely sweet response from Oliver Cabell to this review, as that seems to be their business model. Don't fall for it - I personally had a terrible, terrible experience, but they were always sweet as pie on their email responses to me.I ordered shoes and they arrived fine to Australia. I however didn't like them and wanted a refund:- Many many emails trying to convince me to take a store credit instead. Pain in the neck.- Eventually they agreed to a refund- When you process a refund on website, they DO NOT PROVIDE you a return shipping label. This is important later as I think it's part of them being sneaky / fraudulent about returns- Had to email them to confirm the return shipping address which they provided on email- I had to pay for postage back to the USA myself AND ON TOP OF THAT you pay a USD$35 restocking fee. In fairness, this was in the T&C so if I was being properly diligent I should have checked beforehand, so buyer beware, I'll cop that as my own learning / fault. My complaint, to be clear, is not about this.- Went to post office, posted it to the address they provided, sent them photo of receipt and tracking number, cost of AUD$61.60, ~USD$40 to me- Got notification it arrived, which they would have too. They previously said refunds may take 2 weeks after arrival- Emailed them 2.5 weeks later and they said "oh, let us check if we received them". Lucky I checked, hey?- Very sweet and friendly on emails, but claim "the team in the warehouse can't find it"- I re-send photo of receipt and tracking number, also screenshots of both USPS and Australia Post websites THAT SAY IT HAS BEEN DELIVERED to the address, and even states the city of Devens, MA, 01434- They ask me for proof of the address I sent it to- I unfortunately have not taken a photo of the label before I posted it, but showed them the email they sent me with the address and that the delivery tracking says it has been delivered to Devens, MA.- They claim they still can't find it in their warehouse (which they hadn't checked until I emailed 2.5 weeks later, remember)- They very sweetly (fake?) apologise and suggest I try and make a claim to Australia Post- They never once contacted USPS themselves, asked me to do everything- This whole saga took 2 months of emails back and forth and many hours, and they still claim they never arrived despite the evidence I provided.- Haven't received any refundI know I am now wasting more time on this online review, but I want to warn others. My learning is to make sure you photograph everything (i.e. the return shipping address label IN ADDITION to the tracking receipt) as you never know when you'll encounter a sneaky online company like Oliver CabellI truly believe like a lot of start-ups (they are only a few years old) they are burning through working capital / cash and do absolutely everything possible to avoid refunding cash. In addition to having below-market policies and systems for international returns. When you do a return with matches fashion, ssense, luisaviaroma, yoox, mrporter, selfridges etc. they provide you with a shipping label and someone comes to pick it up so all of this heartache is avoided.In the end, I ended up buying a much better pair of sneakers from Ssense. And I KNOW if I didn't like them, I could return them easily :)Buyer beware with Oliver Cabell.
Further to previous review, I am still awaiting confirmation as to whether they have received my return via their third party collection agent in spite of the fact I have provided proof of delivery from what is now 8 weeks ago.Their own website states it takes 10-15 days to process a return. But all they send is false platitudes, as per those responses below, alongside thanking us for our patience whilst they continue to fail their customers.Bought online and made returns before but never been this prolonged. You just get the feeling their systems are designed to hope you give up and go away.Oliver Cabell - please don’t send me an email thanking me for my patience (again) and advising me how busy you all are, just send me the money you owe me. And if your third party logistics agent can’t find my trainers - here’s an idea deduct the cost from them for having lost them! Do not buy from this company - you really will regret it.
Worst customer service- as it was said before, I too needed a larger size because their recommendation on their website was waaaay off. So I went through the hassle of the exchange process only to find out that I wouldn’t get a pair of shoes for 4 MONTHS, after I exchanged because they were out of stock. What!?! In the mean time- I had placed another order for a different pair of shoes and found out after that they wouldn’t be available for 2 months! My fault on that one…. So I kindly asked for a refund for both pair - only to be ignored through emails and then offered $40 off to keep them. Nope nope nope. I’m done. I had to nearly fist fight via email for a few weeks to get a refund only to be slapped with a $15 restocking fee - a RESTOCKING FEE ON SHOES THAT WEREN’T IN STOCK! I will never buy from this company again and unfortunately their poor business practices will be what put them out of business. They’re cute shoes but not worth the price or the headache. I’ve purchased cheaper “luxury” shoes that were more comfortable and had killer customer service that offered to send me a second pair so I could try them both on and return the ones I didn’t need…. I’ll stick with them and leave this terrible shoe company at goodwill.
Unfortunately a scam for EU buyers. They charge VAT upon sale but refuse to inform DHL about it so that DHL has to collect VAT a second time upon delivery (and Cabell can therefore keep the tax for them). They pretend in their answer that they invoice free of duties (DDU) but charge duties nonetheless, as a result customers pay them twice since DHL believes it's a DDU whilst it's not. A blatant fraud...
Who wants to follow pages of instructions on how to break your sneakers in!!!! Sneakers shouldn’t have such crazy instructions so that they can be worn. These hurt and yes I have the right size. Regretting this purchase. If you like sneakers that look great but cause you unbearable pain then these are for you.
FALLING APARTI was excited to finally receive my pair of Low Black Ghost 1 sneakers, after waiting for a couple of months (stock shortage?). Since December, I've worn them 2-3 times a week. Surprisingly, these shoes are literally falling apart. The stitching on the inner part of the sole is coming undone. It's crazy to think that an offering at this price point would last less that a few months... buyers beware.
I just received my Low 1 Pigments. Super comfortable, the materials are unbelievably well put together and have a distinctive style that separates them from your average shoe. I love this shoe and highly recommend it. I will most definitely be shopping more from Oliver Cabell.
I ordered a pair of limited edition shoes. The website said they would ship the following month and later updated to four months from date of purchase. I reached out to customer support concerned about the wait time. They responded immediately and offered to exchange the shoes for ones that were in stock. They provided a list of shoes that they had in stock and exchanged my order with expedited shipping. I received the shoes and they are perfect.
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