Review Time
Subject
FINAL NOTICE – Outstanding Claim: Order RB538256 (Not Received) – 3 Weeks No Response
Dear Reebok Customer Service Team,
I am writing to formally escalate my complaint regarding Order RB538256, which was reported as delivered on 28 January 2026 but was never received.
Despite my initial report on 29 January 2026 and your response on 30 January 2026 requesting a Denial of Receipt (DOR) form, I have received no further communication or resolution for over three weeks. This delay is unacceptable.
Case Summary:
Order number: RB538256
Item: Adidas LeBron Shoes
Delivery address: London SE10 9EW
Courier: Royal Mail
Status: Marked as delivered — NOT RECEIVED
No signature, no photograph, no safe-place confirmation provided
I have:
Checked thoroughly around the property
Contacted neighbours
Confirmed no authorised person accepted the parcel
The parcel was not delivered to me, and no valid proof of delivery has been provided.
Under the UK Consumer Rights Act 2015, responsibility remains with the seller until the goods are physically delivered to the customer or left in a clearly authorised safe place. As this did not occur, liability remains with Reebok, not me.
Required Action:
Please confirm within 48 hours that you will:
Issue a full refund to my original payment method, OR
Dispatch a replacement order immediately
Failure to resolve this matter promptly will leave me no option but to:
Initiate a chargeback through my bank, and
File a formal complaint with Trading Standards and the relevant consumer protection authorities.
I trust this matter can still be resolved amicably and promptly.
I look forward to your urgent response.
Kind regards,
John
Delivery Address London SE10 9EW
I did not get any information about my order, that It was sent, etc. I got information when the package arrived at my place. Additionally I did not received my whole order, only 1 piece instead of three. I did not get any information why. Only after my email to them they wrote me "Sorry, the product is sold out". This company became a joke, not trustworthy anymore.
I ordered trainers on January 5th and felt hopeful after receiving confirmation. The estimated delivery was 3-5 working days, but I received no updates afterward, which made me anxious. I contacted customer service on the 12th, but no response came. Thankfully, on the 15th, I got a text about a package ready for pickup, and the trainers arrived correctly. While the product was fine, the overall process was not satisfactory.
I placed an order for trainers on January 5th, received confirmation, and everything seemed fine with an estimated delivery of 3-5 working days. However, after that, there was no update, and I grew concerned after checking reviews online. I reached out to customer service on the 12th but got no response. Fortunately, on the 15th, I received a text that my package was ready for pickup, and the trainers arrived as ordered. While the outcome was satisfactory, the process was quite frustrating.
I attempted to cancel my order within five minutes due to an autofill error on the website, but received no response despite multiple emails. It took over two days for any communication, and it felt like the customer service team was unhelpful, only sending generic replies without real assistance. I strongly recommend looking elsewhere for your purchases.
After previously critiquing the company for poor customer service, I was pleasantly surprised when they reached out following my review and offered a discount for a future purchase. I decided to give them another chance. I ordered the trainers on January 10th, and they were dispatched the next day, arriving on the 16th with consistent updates throughout the process. I appreciate a brand that is committed to resolving issues and enhancing customer service, and they are certainly doing that. I hope this trend continues.
I ordered two pairs of trainers, but only one arrived. I've sent three emails through the contact form but received no replies. There’s no live chat or phone support for UK customers. It's disappointing to see such poor service from a well-known brand.
I placed an order on December 7th, which was confirmed, but the confirmation email indicated I would be notified when it was dispatched. After contacting customer service, I was told my order was canceled due to a technical issue, and a refund was arranged. I reordered on December 17th, received confirmation, but have heard nothing since. My attempts to reach customer service have gone unanswered, showing a clear lack of regard for customers.
The treatment of customers is unacceptable. Returning my item has been a nightmare, especially since I don’t live near a FedEx drop-off. I tried to arrange a FedEx collection but their website failed me. Customer care directed me back to FedEx, which was no help either. I’m left with a product I can’t use or return. I won't be purchasing from them again.
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