Review Time
Wonderful in/store and online shopping experiences. Products never fail, with quality workmanship and materials. Always love the range and it’s hard to pass on the temptation to treat myself and/or my husband or Dad (who introduced me to this Australian brand at a young age).
I am reaching out to address a significant issue with a pair of premium boots bought for my son in September 2022 from a store in Sydney, costing around $700.
The purchase was influenced by the brand's strong reputation and its promotion of these boots as durable, high-quality products. Unfortunately, those expectations have not been fulfilled.
After about a year of regular use, the rubber soles began to wear out and needed replacement. While that was disappointing, it was not the main issue. More alarmingly, both boots have developed substantial tears in the leather uppers. Such structural failure within three years is clearly not in line with what one would expect from a high-quality leather boot.
My son returned the boots to the flagship store for evaluation and was told that the brand does not offer a warranty and that the damage was due to customer error. This response is both shocking and troubling. The boots have been used properly and not subjected to any unusual wear.
According to consumer law, products must meet acceptable quality standards, including being durable and free from defects, especially considering their price and marketing claims. A premium leather boot should reasonably last well beyond three years without the leather failing.
The dismissal of this issue without a thorough investigation or resolution contradicts these consumer guarantees, which apply regardless of any stated warranty.
Given the nature of the defect, the brief lifespan, and the amount spent, I believe these boots do not meet acceptable quality standards. This situation raises significant concerns about product quality and customer support for a brand that markets itself as premium.
As a long-time customer, this experience has been extremely disappointing. Based on this outcome, I cannot recommend these boots to others and will refrain from making future purchases.
I have been a loyal customer for a long time, but I'm now at a turning point, as I've consistently found that their jeans range has some issues. The Victor model is too skinny and tight in the legs, while the next option, the Loxton, is too baggy and has a medium rise waist. It would be great to have a model that strikes a balance between the two—a low rise waist similar to the Victor, but with a fit that is slimmer than the Loxton, without being as tight as the Victor. I hope this suggestion will be taken into consideration.
I am no longer supporting this company! My mother purchased a gift voucher, and we were unaware that it would expire, allowing the company to keep the money without providing a product or any notice. It’s disheartening to see an Australian-born company neglecting the very support that helped it thrive.
The products are fantastic, and I love everything I’ve bought. However, the customer service is lacking. Last year, I struggled for days to initiate a return. Their online chat is often unavailable, and responses to submitted forms take ages. This year, after placing an order and receiving confirmation, I had to follow up to learn that my order was out of stock. It feels like they prioritize holding onto my money over keeping me informed. Unfortunately, the excellent products are overshadowed by the poor service.
As a long-term customer, I find myself at a difficult decision point. I’ve always been troubled by the limitations in the jeans selection. The Victor style is too skinny and tight, while the next option, the Loxton, is too baggy and has a medium rise waist. An ideal pair would combine a low rise waist like the Victor with a slim fit similar to the Loxton, but without being overly tight. I sincerely hope my suggestion is taken into consideration.
The moleskins I used to buy had a leather tab that aged beautifully, while the fabric itself retained its quality. Shopping at the store was about necessity, not fashion. The brand became trendy due to its reliable history. However, the current clothing line seems to lack that heritage, which diminishes my trust in the product quality. Some items are timeless, and I wish the brand would focus on maintaining that dependability that I valued for so long.
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