“Firstly in placing an order with this organisation you HAVE to set up an account which asks for personal data which can be used by fraudsters. Why would a shoe company need my DOB to identify me for an online order for a pair of boots?
Secondly this is a UK based company that poses as if you are purchasing their products from the UK but in actual fact the product comes from the EU. The total (including VAT) isn't UK VAT - it's FRENCH VAT, so you also have to pay Customs VAT on top. THAT makes a lot of difference on boots that cost over £150.
But the way the company is operating contravenes my legal rights under the consumer rights act 2015.
The Consumer Rights Act 2015 states that fees and charges hidden in small print are considered to be unfair contract terms. When placing the order and the subsequent copy of your order confirmation it does not indicate that additional customs charges will be applied and the total you pay is given WITHOUT custom charges. There is no "advice" on the order confirmation stating that a customs charge are going to have to be paid nor how much the custom charge is that I am going to be charged.
Under the consumer rights act 2015 it is incumbent on the seller to be transparent with their fees not for the consumer to have to read small print or search for information about how the organisation operates to work out that customs fees are going to apply. It is not clear when making the payment that these extra charges will apply when the parcel arrives because of the customs charge. I have NOT been told what the cost of the customs fee is going to be, so how can I possibly make an informed choice at the point of purchase. This information was not transparent and is deliberately been hidden from the "transaction" information when I placed the order.
As such this company is breaking the law and failing to protect consumer rights act which is a BRITISH law and applies when selling in the UK.”
“I reiterate what has been said below. A highly dubious and risky demand for very detailed identity documentation which seems inappropriate at best from a retailer. They make reference to French legal requirement but the terms and conditions clearly state it is a contract with a UK registered company”
“Wanted all sorts of personal data to buy a pair of shoes. Then wanted pictures of my debit card. I cancelled the order and deleted my account with them”
“DO NOT BUY FROM THIS COMPANY! They do not refund your money...they will fob you off and say that they have but even when you send them proof that they haven’t they still wont give back your money! They have over £100 of my money and will not return it!!!!!!”
“Very bizarre experience. I had actually paid for a 'premium account some time ago and placed an order which I thought was good value. However, my latest order was put on hold until I provided them with photographs of the card used and proof of id of the cardholder. Very strange practice and in no way want to be providing pictures of personal information. Beware.”
“Rubbersole use a method of "identity verification" which is regarded as highly dubious and extremely insecure - they requested a photo of the front of my credit card. For this reason I refused the request and cancelled the order.”
“Ordered a gilet on 19th September and still awaiting delivery. I tried to contact rubbersole but phone is switched off and my replies to emails sent. Next stop my card issuer to obtain refund. Avoid this company like the plague.”
“Emailed 6 times tried to phone them it’s automated message . I returned a pair of boots on 29 September and as of today no refund or contact . But they keep sending me sale emails I will never use this company and I have contacted Barclay card as it seem like a scam to me”
“If I could give 0 stars I would.
Bought a pair of £60 sandals that had part of the stitching coming off. Contacted rubber sole to get a replacement pair which I was told there was in my size. The next day I emailed to confirm I want this and my shoes were apparently no longer available and there will be no more in stock.
Very poor customer service”
“I would give 0 stars if I could. Order apparently shipped on 13/03/22. After nothing was delivered, I contacted the company who promised a partial refund and an expedited delivery. I have had neither. They still have my money and 17 days later still no trainers. Typically the size I ordered is now out of stock!”
“Would not recommend. Bought a pair of birkenstocks. The pair that arrived were a narrow fitting although they were not described as this on the website. Did not get a full refund as was charged for the postage and packing even though it was their error.”
“Rip off do not use. Paid for goods and express delivery, then stung with £43 charge for Customs VAT that they did not make clear on the web site making the shoes nearly £200 when available for £150 everywhere else. Absolute con.
I am asking my bank to reclaw the payment as they have effectively extorted money without consent, threatening to take the shoes I had already paid £150 for if I didn’t cough up this fee they had told me nothing about.
Banks should be able to reclaw it as an unauthorised payment for those having the same issue.
These people are selling shoes at one price then charging another.
Avoid !!!!!!”
“Shipping fees NOT clearly stated. I’m left to pay £70 that’s after being told by an advisor that I don’t need to pay. Can you reimburse me for this bill cost please??”
“We ordered some stuff from RUBBERSOLE.CO.UK and considering its UK website thought it would be a quick delivery. We even paid an additional 15 GBP for express service. The delivery got delayed anyways and we ended up paying a non-refundable fee of 40 GBP as custom charges.
Apparently, the delivery was from France warehouse (how is that a customers problem) and we ended up paying 40 GBP as custom charges. Not to mention the shoes did not get delivered on time as UPS could not process the custom duty beforehand. None of this was mentioned.
The customer Service agent admitted to the information being hidden away in fine print and offered a 13 GBP refund but it comes nowhere near the hassle and customs charges,”
“Rubbersole.co.uk is located in France and is not covered by the Consumer Rights Act 2015. This means that shoppers have no protection if mis-sold or if there is a complaint. A lot of stock is held in their French warehouse. If items are shipped from France and is in excess of the ‘price threshold’, expect to pay in excess of £40 for shipping. The only clue upfront, is if you are charged £4.99 for shipping instead of ‘free shipping’ then UPS make contact demanding the extortionate shipping fee. You can return the goods, but expect major aggravation.”
