“Item was delivered to location other than stated on order form at time of purchase. I emailed embassy customer service.. a reply came back of which was very condescending and embassy took no responsibility at all with no apology nor remedy to rectify the situation! They decided to blame me for putting my address in wrong on the “DPD App”… that would be the DPD app I don’t have And didn’t order on!.. I replied that the address was on the order form so there is no way that I was to blame.. so they then decided to blame DPD!! Again with no appologies or way of rectifying the situation.. whoever replies to the customer service emails for embassy needs sacking as their customer service skills are minus zero!”
“Don't buy from this company, they treat their customers very poorly.
Seduced by their black Friday advertising, I bought a pair of boots as a Christmas present. It turns out that they don't fit, but Embassy London won't accept a return because 28 days have passed since I purchased them and it was outside their extended Christmas returns times.
OK, I made a mistake in that I didn't notice that small print on the website when I purchased the boots. But considering the boots were only taken out of the box for the first time 2 days ago, and given that it is Christmas, you would have thought that some goodwill might be in the air. But no, they are just not interested.
That is no way to treat customers and build loyalty!
All I can say is that if they are not interested in my custom, then they won't get any more of it. For a start, the two pairs of expensive shoes I was considering for me and my best man for my upcoming wedding will now be sought elsewhere.
Ultimately, it's their loss and if even one potential customer changes their mind about buying after reading this review, then the cost to Embassy will have far outweighed any potential inconvenience of accepting this return.”
“Review of Embassy shoes
Be careful you shoes/boots could be defective and customer care is not helpful!!!!
I bought a pair of beautiful Rubix Black Floral knee high boots in February this year. It was out of season so wore it for the first time Saturday and the left boot zip is defective i.e keeps opening on the ankle after it is zipped up.
I wrote to Embassy shoes today and explained and they said it is out of warranty 6 months so suggested going to cobblers and paying more money to get it repaired.
Very unhelpful. For this reason I would not be reccommending Embassy shoes or buying anything from them again.
Date of experience: 18 November 2023”
“Warning do not purchase Embassy London shoes.
They look beautiful but don't last a few months. Purchased in spetwmber 2022 and hardly worn the stitching has come away and the sign on the heal has come off. I went to my trusted cobblers who informed me that they were faulty and its clear you haven't hardly worn them. They are also willing to write a supporting letter as evidence. As I have photographs and proof of purchase.
Embassy London have now replied to the above. Stating the following. " our warranty period is set at 6 months. It's specified by duration not by the number of wears. This is because the number of wears can not be substantiated as to if it is not wear and tear. Thus everyone you are paying a lot of money for a shoe that is not designed to last longer then 6 months. Go to new look, the quality is extremely poor and this is the response you get from embassy london. They don't care about proof of purchase. A supporting letter from a proffesional experienced cobber or pictures to add as further proof. They hide behind a policy as they no these shoes won't last long and that way any complaints they can just shove the policy at you. It's disgraceful!!”
“Usually good service but in this occasion delivery left outside not in my safe place so didn’t even realise they were being delivered so when I realised customer service said I was outside the time to put in a claim so paid for a pair of boots that I never got boooo”
“Love the products usually but the first time I bought direct, the heel came off the boots on the second wear.
Faults happen - but the obligation is on the company to deal with any costs associated with that. Shoe Embassy, however, insist on you returning things in just one way, to a depot that is too far for me to get too. I had to escalate to the payment provider to get it sorted out and it took forever - all so they can have a faulty item . . . back on the shelves?!
Based on reviews from both customers and staff that it appears that avoiding dealing with the cost of faults is standard practise for them. It's a breach of consumer law.”
“Both the quality of the shoes and costumer service are horrible! I bought a men’s boot for £160 from the Westfield Shepherd’s Bush branch and the stitches on the shoes opened up just after wearing the shoes for once not even twice! I took the shoes to the store and showed the fault and asked for either refund or another pair of shoes but they denied and treated me so awful and even called the security of Westfield to come and ask me to leave! I have never seen such a low standard shoes for £160 and such a low standard and horrible customer service in this country! The shoe embassy should be so ashamed and embarrassed both because of the low quality of their shoes and the horrible customer service they have!”
“Worst customer service levels. I was sold a manufacturing defected product and after not being offered repair on the boots, no refund was offered or any goodwil geature on the inconvenience caused. The boots were very bad quality and did not last 5 hours of wear before the stitching came apart. CHEAP QUALITY AND VERY VERY POOR SERVICE. AVOID!!!!!!!!”
