Name: Pediwear
Rating: 4.88

“2star mainly based on what happens when you buy a pair of shoes online from them these days. In the olden days you would try a pair of shoes on in the shop, walk up and down a few times and say no, they're not quite right. I did that at home and sent these shoes back and was deducted 30% as they couldn't be sold as new. So beware everyone - don't buy from these people unless you are sure they are going to fit, as any sign of you having actually tried them on, like a crease in the leather, will mean you won't get a full refund. I'll not be shopping with them again”

Helpful Report

Posted 3 years ago

Dear Customer Thank you for leaving your review. As a small family run business we depend upon our reputation for excellent customer service. It is disappointing for us whenever a customer has an unhappy experience. I recall these shoes being returned as it is quite rate to see footwear with such deep creases being returned expecting a full refund. We have a specific process for assessing returned shoes which involves me personally assessing all items which have any signs of wear. By assessing each pair personally it assures a degree of consistency with our responses. You will appreciate with 40 years of experience operating a retail shop and 20 years of selling online, we are aware of what to expect from a pair of shoes which has been tried on carefully. One of the boots you returned had 3 deep creases across the vamp/front. These suggest a poor fit (which may be why you returned them) but it is also very clear that you were not careful when trying them on. They can only be treated as used goods now, and sold at a much reduced price. This is in contrast to the vast majority of our returns which are offered full refunds. It is certainly not true to imply that our customers should expect partial refunds for minor issues as you have implied in your review. We would have been well within our rights to refuse any refund. Instead we offered you a partial refund as a good will gesture, in the hope that you would appreciate our position. We are very sorry that you have not appreciated our goodwill gesture as it was intended. It would be a shame if this episode were to put you off buying online in future - but we are confident that we have treated you fairly in relation to this return. Kind Regards Mike Small Pediwear

Posted 3 years ago

“I was advised the sizing of Sanders Kelso boots were pretty much the same as Trickers, but they were totally different.”

Helpful Report

Posted 3 years ago

“Unacceptable return policy for non uk citizens.”

Helpful Report

Posted 3 years ago

Dear Customer We are very sorry to discover how unhappy you are with your most recent order - particularly as you are a valued repeat customer. Your review does not specify the issue, and despite reviewing all our communications with you I cannot find evidence of any dissatisfaction during our many email exchanges with you. Indeed we offered to provide our own return service to help with your return, which you agreed to without complaint. Our returns procedure has been reached after careful consideration of the costs to our customers and many years of experience, the vast majority of our customers use it without problems. However, we are very open to suggestions or constructive criticism - so please do let us know the matters you found unacceptable. We very much hope that this incident will not prevent you from ordering from us again. Please bear in mind that we are always willing to discuss any issues you might have whether that be by telephone, live chat or email. Kind Regards Mike Small Pediwear

Posted 3 years ago

“I have had several pairs of Mephisto shoes over the years and will continue to enjoy them. I was disappointed when my order arrived and the shoes were two tone brown and not the solid one color brown that I had seen and ordered on your website. I decided to live with the shoes rather then go through the hassle of sending them back to England to be exchanged. Very comfortable, I just wish they had have been the color I ordered. Oh well, I guess that's the risk you take by ordering online.”

Helpful Report

Posted 4 years ago

Dear Mr B Thank you for taking the time to leave a review. We are very sorry to hear you were dissatisfied with your Mephisto. The image on our website is the latest Mephisto image intended to represent the product, and as far as I am aware, you have received the product you ordered. Unfortunately, the colour of the two leathers in the product does vary - which is very frustrating Although we suspect you may have received the correct product we do understand your frustration - and if the shoes remain in an unworn state we can arrange a free return for you? In the meantime, we are going to arrange for more photography to show the potential variation on the website. At least we can be confident, that being Mephisto, these shoes will provide many miles of comfortable walking - we hope that you enjoy them. Kind Regards Mike Pediwear

Posted 4 years ago

“I have ordered may things from Pediwear without any problems. The latest order has not been delivered to me. I have contacted Pediwear by email twice. The second time I got an answer that Pediwear "confirm they are not lost but in fact they are still in Swedish Customs". As far as I know Britain is still a member of EU as Sweden are. The parcel should therefor not be stuck in any customs handling. I am not satisfied and want my money back.”

Helpful Report

Posted 5 years ago

Dear Mr Loid We are very sorry to hear how you feel about your latest order - particularly as you are a valued repeat customer. I note that your order was despatched on 19th March. I saw your enquiry email on 1st April advising your parcel had not been delivered and our reply on the 2nd April. When we received your email advising of non-delivery we telephoned our courier - Royal Mail. It is they who told us that the parcel was stuck in customs, but that they expect delivery within 7 days. We acted quickly and gave you accurate information as relayed to us by the courier. Whilst it is true the UK is in the EU - there are still reasons why parcels might be subject to customs checks and I cannot imagine that our trusted and long-standing partner Royal Mail would misinform us regarding the reason for the delay. We would never deliberately mislead our customers regarding a delay. It is simply not in our interests to do so. The many excellent reviews we have should give you the impression of the family-run, honest and reliable company that we are. I will reply separately by email in the hope that we can establish your trust. Kind Regards Mike Small Pediwear

Posted 5 years ago

“I ordered some shoes from Pediwear and the delivery of them was good, the shoes were not the right fit so I returned them. Which was a good and easy process. No problems, I thought. I heard nothing from Pediwear about the return so I emailed them to find out about my refund. It was then that I was told that the shoes showed signs of wear so I would only be refunded 80% of my payment. I have ordered lots of shoes from the internet previously, having returned a few due to them not being right for various reasons. This is the only time that a provider has stated that trying a pair of shoes on results in signs of wear. I literally tried them on for a couple of minutes indoors so I was shocked at the companies reply. I obviously challenged this but I was referred to their T&Cs and was evident it was their final stance. The company were polite in all the correspondence, just a very strange stance. Unless you know you are going to definitely keep the shoes you order, I wouldn't take the risk of losing 20% of your purchase if you have to return.”

Helpful Report

Posted 5 years ago

Dear Mr Burgess Thank you for your review. We are always disappointed when we do not meet our customer's expectations and where possible we endeavour to put things right. However, on this occasion, I am struggling to understand how we might achieve this. It is important that we state that we receive a small proportion of returns which we process on a daily basis. The vast majority of our returns are fully refunded - as our customers kindly comply with our requests to avoid creasing the uppers and only wear the shoes on carpeted surfaces. We very clearly state these reasonable conditions in our returns terms and conditions. The shoes you returned were significantly creased on the uppers and scuffed on the soles. We will have to sell the shoes on eBay - because no customer would accept them as a new pair - we have lost significant value on this pair of the shoes because of the way you have treated them. It should be appreciated that we are not actually obliged to accept worn footwear back as a return at all. We could have refused the return with no refund at all. Instead, we offered you a goodwill gesture in the form a partial refund. This is the sort of thing we do at Pediwear because we are passionate about customer service. It is a great pity indeed that this gesture has been met by such a negative review. I hope that this further explanation might bring a better understanding of our processes. Kind Regards Mike Small Pediwear

Posted 5 years ago

“I ordered a bag from Pediwear website which shows the bag is in stock only I received an e-mail later saying it is not and they are waiting for a new stock to arrive , then a second e-mail saying there 's another delay and they gonna ship it as soon as it arrives. Bottom line , it took me exactly one month from the date I ordered the bag to the day I got it. It arrived just before I was about cancelling it. I was pleased with the bag though , my only complaint is that I would've preferred them to show coming soon than in stock phrase and the long time it took them to deliver the item. Positive points: they kept me updated about the delivery. And I am pleased with my purchase, I really like the bag.”

Helpful Report

Posted 6 years ago

Dear Customer, Thank you for your review and for the positive comments you have made regarding our customer service. We are concerned to hear about the frustration the delay caused. We can only assume that you did not see the notice in the product description which advised of a delay until mid February- which is what we were told by the manufacturer. We took this delay into account when we advised you of the expected delivery date. Whilst we share in your frustration at the further delay, we only discovered this on 15th February when Simon rang to find out why we had not received your item. We endeavour to keep our website as up to date as possible and keep our customers informed, which I believe we did on this occasion. We do understand that delays will cause disappointment but beyond explaining this on our website and providing expected delivery dates based on advice from our suppliers, (which we did) it is difficult to know what else we could have done? Ultimately though we are pleased to hear that the item was well received when it did arrive, and we hope that we can be of service again soon. Kind Regards Michael Small Pefiwear.

Posted 6 years ago

“Price presented was excluding delivery charges and I confirmed on that price. After delivery I found out you guys charged delivery fee. This is a fraud. Gave you 2 stars as the product itself is of perfection. Would try CJ once more whenever extra shoes needed”

Helpful Report

Posted 6 years ago

Dear Mr Kim Thank you for your review. I am very sorry to hear about this matter, we certainly should not have charged you shipping without discussing this matter with you first. I have refunded the shipping fee. This problem arose because initially there was an error with our shopping basket. There was never any intention to offer Crockett and Jones with free shipping (all of our communications specifically mentioned that Crockett and Jones were excluded from the Black Friday offer). However we should have emailed to inform you of this before making the charges - and I am sincerely sorry that this did not happen. In the meantime, I hope the refund goes some way to compensate you for this most unfortunate occurrence. We hope that we can be of service again in the future. Kind Regards Mike Small Pediwear

Posted 6 years ago

“Customer service and email responses were excellent. However till date, my order still has not even shipped yet. The fact that you are asking for my review before that has even happened is also telling..”

Helpful Report

Posted 6 years ago

Dear Mr Chye Thank you for your review and kind comments regarding our customer service. We are sorry to see that you rate our service as only two stars and for the concern caused by sending the review request. We originally advised you that we anticipated the shoes would be 2-3 weeks before they became available. They have arrived with us and are ready for despatch. We are sorry for the additional unexpected delay - our original advice was based on the manufacturer's estimate and unfortunately, we have no control over this. However, it is our usual practice to keep customers advised regarding delays - so I am very sorry that this has not happened. Review requests are sent automatically one month after an order is despatched. Since we despatched the other items in your order approximately a month ago - the review email would then have been scheduled automatically based on these items. I hope these issues will not prevent you from ordering with us again. Please do not hesitate to contact us if you have any further concerns. Regards Mike Small Pediwear

Posted 6 years ago

“Wrong size item shipped. Company unable to generate return label. Have to arrange return myself overseas. I was told I would be reimbursed for shipping but as the customer receiving wrong item I should not have to figure out how to get item returned through international shippping.”

Helpful Report

Posted 7 years ago

Dear Customer We are of course extremely sorry that we have shipped the wrong size. I am quite puzzled as to how this could have happened given that we check the label on our own barcode and that of the company at the time of shipping. We have reviewed this procedure with our despatch department to ensure they remain vigilant when checking belt sizes. With regard to the returns procedure - this all clearly described on our website in the returns section. Unfortunately as a small family run business operating from the UK, we do not have access to the sort of world wide return facilities you have referred to. We are sorry however that we have not been able to meet your expectations and for the inconvenience which arose from our error with the sizing. Kind Regards Mike Small Pediwear

Posted 7 years ago

“My order was cancelled. The reason cited was because they ran out of sizes for the pair of shoe they were showing/selling on the site and the factory stopped production of the series. However, now i see the same pair of shoes that is supposed to run out of sizes are still on sales with the size available. This happened during the Black Friday Promotion.”

Helpful Report

Posted 7 years ago

Dear Customer I am sorry to read about your experience with ordering from our site. I can understand why this experience was puzzling and frustrating. The shoes have been discontinued - part of a number of styles they have discontinued without notifying us. The shoes should have been removed from the website as soon as you were advised of this problem - it understandably causes frustration for customers when this does not happen immediately. We have removed them now and I have discussed this with the relevant brand manager so that they have been reminded of the need to remove such styles immediately. I hope you will appreciate that there was no intention to deceive and the shoes have been discontinued. In our defence we have had a very busy time following Black Friday which may have contributed to them omitting to carry out what should have been a routine task. I have emailed you separately regarding this matter. Kind Regards Mike Small Pediwear

Posted 7 years ago

“Ordered on the web site, correct item and size entered into basket. Informed several days later that the item is no longer available either in stock or from the manufacturer. Why was it active on the website?”

Helpful Report

Posted 7 years ago

Dear Customer Thank you for your review, I am very sorry to see that we have let you down in this way, particularly as you are a regular customer. I hope you will bare with me while I take the time to explain why this happened. I am not making excuses - I agree that we failed on several counts in dealing with this matter - but I would like you to be aware of the circumstances. In fact we are as frustrated as you about the matter of these products. We were visited only a month ago by the representative who promised delivery if we ordered at that time - and we placed a significant order anticipating good demand. When the delivery arrived we put the images on our website - which was, I concede, a little hasty. We only realised that none of the colour you ordered were available when we received your order. We had falsely assumed that these would follow the first batch. Nobody had told us that there was any problem or that the item was discontinued. We only discovered this when we telephoned to enquire when the rest of our order would arrive. This manufacturer is not prone to these sorts of issues - but in future we will certainly check that we have received new items before advertising them. I am very sorry that we did not take the time to explain the situation in more detail to you at the time too. I will email you separately to try to resolve the matter. Kind Regards Mike Small Pediwear

Posted 7 years ago

“The boots were a long time arriving owing, the supplier said, to a delay in delivery from the manufacturer. It seems to me that if the supplier is unable to supply within the time allotted by them, they should advise the customer. That said, the boots are great and I will replace them with the same make/marque when required.”

Helpful Report

Posted 7 years ago

Dear Customer Thank you for your email. Having reviewed your order it does seem that there were unexpected delays. We originally advised you 5-7 working days which would be our usual expectation. Despite going back to the manufacturer twice to determine the date of delivery it would seem we were twice given inaccurate delivery times. Whilst we always contacted you promptly whenever you emailed for information, I think we could have done more in the final week when there was the second unexpected delay - we should have chased the order and kept you updated. I am sorry this was not done - it would be our usual practice to do so. We certainly understand your frustration and I hope you appreciate that the delay itself was outside of our control. Finally, and perhaps most importantly it is good to hear you are pleased with the boots. We hope we can be of service to you again - please be assured that the issues you faced were most usual. Kind Regards Mike Small Pediwear

Posted 7 years ago

“- took to long to send the parcel - got no feedback from you guys whats happen with my order - poor communication”

Helpful Report

Posted 8 years ago

Dear Customer We quite a agree that your parcel took too long to despatch - I am very sorry for any inconvenience or concern this caused. Your order was placed at one of our busiest ever periods - just after Black Friday. However, even taking this into account your order should not have taken as long as it did. I will email you privately regarding this matter, and again offer our apologies. As you will see from the many other reviews praising prompt delivery, this is a very unusual occurrence. Kind Regards Mike Small Pediwear

Posted 8 years ago

“Site is not updated, items appearing "in-stock" aren't available!”

Helpful Report

Posted 8 years ago

Dear Customer Thank you for your review. Our site is connected to our stock database and updates occur every hour during the day. Items which are end of line are therefore removed immediately. We also display items which we can obtain from the manufacturer within a few days. This allows us to offer a wide range of products which our customers very much appreciate. Occasionally there is a delay in obtaining a product from the manufacturer, and we do appreciate this can be frustrating for customers. However, this is a relatively rare occurrence and we do endeavour to advise customers as soon as possible when this is the case. We also make ourselves available by email, live chat and telephone to discuss our stock levels or your requirements prior to your order. I do hope we can be of service to you again. Kind Regards Mike Small Pediwear

Posted 8 years ago

“Order out of stock, manufacturers on holiday, long lead time. Shoes arrived in manufacturers box with cheaper price than i paid ? what rating would you give ?”

Helpful Report

Posted 8 years ago

Dear Customer Thank you for taking the time to leave us a review. I am sorry to discover you are so unhappy with our ordering process. We endeavour to respond to any constructive feedback and we take our reputation for customer service very seriously. I had a look at your order and can see that we received your order two days before Easter bank holiday. Whilst we keep a lot of stock at our warehouse, we don't always have all sizes, colours and styles in stock – but fortunately we can usually obtain these quickly from the manufacturer. Shoe factories have set holidays in the year to enable them to close the whole factory – and unfortunately Easter is one of these. Whilst we understand your disappointment at not being able to obtain the shoes quickly as you had hoped we hope you will appreciate that such matters are out of our control. We are sorry that you did not obtain your shoes as quickly as you would like, but having looked at your order I think that we did as much as we could possibly have done in this situation. I hope my explanation gives you a better appreciation of the situation. I am not sure why you should have found a price ticket on the box at a lower price – this is very strange. We sell these shoes at the manufacturers recommended selling price and the box came straight from the manufacturer. If you still have the box it would be very helpful if you could send a photograph of the sticker you refer to. If the shoe had been in our stock for longer, I would have thought that the explanation would have been obvious – the prices go up twice a year in response to the manufacturer's own price increases and we also have a sale at least once a year. However, since this was not the case, I would be very grateful for your help. Kind Regards Mike Small Pediwear

Posted 8 years ago

“Glad that I finally received my order and in very good conditions, good quality hat. Thanks!”

Helpful Report

Posted 9 years ago

Dear Customer Thank you for your review. I am sorry to hear you haven't received your order - we would normally have expected it to have arrived with you by now. The tracking details suggest that the parcel has arrived in Spain. We will telephone our couriers today to see if you can find any more information. Please be assured that we take full responsibility for ensuring your parcel arrives with you safely and we will do all we can to ensure this happens as soon as possible. Again please accept our apologies for the delay - this really is most unusual. Kind Regards Mike Small Pediwear

Posted 9 years ago

“Good afternoon! Before Christmas, in "Black Friday" I was made to order two pairs of shoes. I got a pair of Grenson and very pleased with them, and Barker for some strange reason, absent in your warehouse, although the marks in the store about it was not! When communicating with the store told me that Barker will appear in two weeks, but they are not up to the present time! At the present time, in connection with LIFTING in Russia pound sterling, these shoes will cost me almost twice as much! But even now they are not available, although sales in the store they are! Ask me to explain in English shop like this happen mismatch?”

Helpful Report

Posted 9 years ago

Dear Customer Thank you for your review. I am pleased to hear you like the Grenson shoes you ordered. It is disappointing that you have still not received the Barker shoes. We were told by the factory that they would be available in two weeks - and we share your disappointment that unfortunately they are taking longer. We display items we have in stock in addition to items we believe to be immediately available from the manufacturer. This allows us to offer the widest array of choice to our customers. Unfortunately we cannot keep every item we sell precisely up to date in terms of availability because this information is not readily available from the manufacturers until we place the order. We understand your concerns regarding the exchange rate. I will ask Stephen to speak to Barker and email you back with the latest information. Kind Regards Mike Small Pediwear

Posted 9 years ago

“Have used Pediwear for some years now but my last purchase leads me to believe their standard of service has deteriorated. After placing my order successfully I received an email informing me that the product was out of stock..............so why allow me to order if they didn't have them ? I changed to a different product and shortly after use a heel came off. I contacted Pediwear who informed me I had to send them back and await a decision. This was painful and time consuming, I could have sent photographs but no I had to send them back and wait. Instead I chose to use a local repairer that I have used for years. This has probably invalidated the warranty but it was quick and painless. Needless to say I probably wont buy that brand again and I wont use Pediwear again either.”

Helpful Report

Posted 9 years ago

“12 days between placing order online & order being dispatched”

Helpful Report

Posted 10 years ago

Dear Mr Nussbaumer We are sorry to hear you are unhappy with the service we offered for your order. Customer satisfaction is very important to us. In our defence I would point out that you ordered 3 pairs of a unusual size in the same style - as a small family run retailer we would never be in a position to have this many products in stock in that size. We emailed you within 24 hours of your order advising that your delivery would take 12-14 working days to arrive with you (because we needed to order it from the manufacturer especially). In fact your order arrived well within this time period (9 working days). We think that we provided as good a service as was possible for your order, and we think it unlikely that many other online retailers would have had these styles in stock in your size. We hope you might reconsider in view of these facts - we have honestly endeavoured to provide you with the best service possible. Kind Regards Mike Small Partner Pediwear

Posted 10 years ago


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	100%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour

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