I recently returned a pair of boots to Schuh (order ref: 2881883101). The return was rejected because the soles were said to be “worn.” I explained that I had only tested the boots briefly on my motorcycle foot pegs to check fit and function, which caused minimal marks. What has disappointed me most is the customer service and lack of transparency: • I first asked for photographic evidence on 4 August, but Schuh did not provide these until much later, despite multiple emails. • The parcel was sent back while I was out; my neighbour refused delivery and I was not given any proactive tracking information until I chased repeatedly. • The customer service and complaints team were not helpful, often repeating policy but not answering specific questions or offering solutions. • When I asked for details of how their inspection or testing process works, no specific information was provided beyond saying the team is trained. • When I asked about independent escalation, I was told Schuh has no ADR (Alternative Dispute Resolution) membership and that any escalation would have to be done by me through Trading Standards or my bank. Customers should be aware that even minimal signs of testing footwear may lead to returns being refused, and there is no independent review of decisions. This has been ongoing since 6th July. I have tried to upload photos and videos but your space keeps saying error