russellandbromley.co.uk

Terrible customer service

I bought 3 pairs of sandals from R&B between March and June this year. I’ve hardly worn any of them but the last pair I bought, Sunrise in gold from the Knightsbridge store, I’ve worn three times, then noticed that the colour on the outside of one of the bands on the right shoe was not applied properly. It shows more in some lights and angles because of the sheen on the shoe. I returned them to Brent Cross who initially tried to blame it on wear but failed because the shoes are still in excellent condition so they agreed to send them for repair. They came back from the repairer that they couldn’t get their paint to adhere because of the sheen on the shoe so nothing can be done. The store then offered me two pairs of the same sandal (I presume, returns) to see if there was a shoe I would be happy to accept to replace mine but both of those had faults as well; the leather strap on one was very badly frayed and the other had the same fault as mine but on the back of the strap. So I asked the store for a discount but they referred me to customer service. I emailed them but they firstly tried to say that I’d damaged the shoe through wear then, when I pointed out that Brent Cross had already accepted the fault and tried to have them repaired for me, they then said they wanted me to send the shoes back to their warehouse for inspection which would likely take at least three weeks - in the middle of summer. £225 for sandals I was going to have to leave with them instead of taking on holiday with me! I pointed out that I’m happy with the sandals for style and comfort but, as they can’t be replaced because they’re sold out, I’m simply requesting a refund to compensate for the poor quality on this shoe. It’s now 3 weeks later and I’ve given up. They’re desperate to try to prove that this is wear and tear rather than offer a discount as a gesture of goodwill. So, having only recently started buying from R&B, I’m disposing of my loyalty card and will spend my money elsewhere in future

Date of experience: Aug 27, 2025