I have been shopping at Russell & Bromley for well over twenty years. In particular I used to love shopping in the Southport store. The quality of the shoes and bags were exquisite at an affordable price. I recently purchased a Otley bag and Liney shoes. Disappointingly the full priced bag was sent to me wrapped in brown paper with no dust bag, and the Liney textile gold shoes were on a par with cheap high street brands - not at all the quality I expected from R&B. They both got sent back. I wouldn’t have placed another order but I had already ordered a pair of Everleigh sling backs and saddle up boots which were delivered the next day. The saddle up boots arrived scuffed and should not have been sent out in that condition - especially as there were over ten pairs available at the time. As for the everleigh heels, the website stated small sized and to size up if in between sizes. I am a true size 5 which is what I ordered - the sling backs were at least a size and a half too big. I ended up calling customer services to complain about a number of issues I had experienced. I explained I will not be shopping with them again and all I wanted was a refund for the items which they had already received back at the warehouse. To make matters worse I keep receiving repeat emails to notify me that the items have been returned but still no refund. I now completely understand why they have closed the doors to so many stores in prime locations. I will give them 48 hours before I escalate my complaint because they still have not initiated a refund for faulty and poorly packaged goods.