Review Time
I placed an online order and received no callback regarding the delivery scheduled for yesterday. When I called customer support, the representative was rude. The concerning reviews I've seen are disheartening. I value their products and have spent considerable money, but this experience has led me to consider canceling my order and choosing a service that respects its customers. I will not accept this treatment.
I placed an order online and received no callback regarding the delivery that was supposed to happen yesterday. The tracking has stopped, and when I contacted customer support, the representative was quite rude. The reviews I've seen are alarming. I genuinely appreciate their products and have invested a lot of money, but this experience has prompted me to consider canceling and opting for a service that values its customers. I will not tolerate being treated this way.
As a long-time customer, I returned a faulty pair of trainers for the first time, and the disappointing customer service has ensured I won't purchase from this brand again. It's unfortunate for a brand that positions itself as luxury to fail in quality and refuse to acknowledge faults. The soles squeak embarrassingly, and despite sending videos of my complaint, all I've received are excuses. I've requested a refund as the trainers are not fit for purpose, but responses take too long. This isn't just about money; it's about poor service and accountability.
I purchased a pair of trainers just over a year ago and have worn them moderately. They now appear extremely worn and worse than a cheaper pair from another retailer. It's disheartening to spend so much on shoes that look so worn out. While the shoe is comfortable, I doubt it will last another year.
I had a horrible experience with customer service. I ordered three pairs of boots and thought the returns period was extended for the holiday season. However, I found out that items on sale had only a 14-day return policy, and I missed it by three days. When I contacted customer service for help, they were unhelpful and just reiterated the policy. Other companies make exceptions during the holidays, but the response I received was abrupt and dismissive. I'm left with two pairs of boots that don't fit, costing me £500. This was my first purchase, and it will definitely be my last.
I ordered a pair of boots for £300, but the delivery notification stated they were delivered when they hadn't been. Upon checking, I found they were left in a public area rather than delivered to my office. I contacted customer service and was informed they would log the issue, but I received no follow-up. After a week, I found the package myself. When I inquired about a price difference after the boots went on sale, I received a dismissive response. For a brand that prides itself on heritage, this level of service is unacceptable, and my concerns were ignored.
On December 15, my husband and I visited a local store and ordered a pair of ladies' shoes and two handbags for Christmas gifts. Two days later, we were informed that one handbag was unavailable. The shoes arrived, but there was no update on the second handbag. When we called the store, we learned that the assistant hadn't ordered it. They couldn't place the order without us visiting the store, and since we couldn't go until after Christmas, we lost out on the gift. Very disappointing, especially as a loyal customer.
As a long-term customer, I can confirm that the quality has significantly declined. After three months of minimal use, my new loafers look years old, which is disappointing considering their high price. Customer service claimed this wear is normal for a £275 loafer, which is unacceptable.
I took my shoe to a local store for repair because the metal ring had fallen out. It was supposed to take 4 to 6 weeks, but after two months, I had to check in. They replaced the ring, but it was the wrong color. This lack of attention to detail is unprofessional, and I'm filing a complaint.
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