Shuperb Reviews

Name: Shuperb
Address: Unit 3a-3b, 55 Hastings Road, Leicester, Leicestershire
Rating: 4.67

4.7 Rating 17,700 Reviews

92 %

of reviewers recommend Shuperb

4.7

Based on 17,700 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	96%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

Visit Website

Phone:

01163260605

Email:

cs@shuperb.co.uk

Location:

Unit 3a-3b,
55 Hastings Road,
Leicester
Leicestershire
LE5 0BT

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166

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Shoes are falling apart after 2 wears”

Helpful Report

Posted 3 years ago

Dear Hari, Thank you for the review and I am sorry to hear this, we can definitely look into this for you. Please contact us via telephone on 0116 326 0605 or via email on cs@shuperb.co.uk quoting your order reference number, our phone lines are open Monday - Friday from 10am until 5pm. We will be more than happy to look into this for you and I am sorry for any inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“I has to pay CHF 27 of customs duites without knowing that it would be the case. Will Nevers use this site again”

Helpful Report

Posted 3 years ago

Dear Vulliemin, Thank you for the review and I am sorry to hear you are displeased. Unfortunately, we have no influence over these charges and any import duties are applied by your own government. We do recommend for the customer to check into their own countries import duty policy, before ordering. I can only sincerely apologise for the inconvenience caused and our customer services team is always on hand to answer any questions you may have prior to placing an order. Once again please accept my sincerest apologies. Kindest Regards, Sonal.

Posted 3 years ago

“Complete WASTE. Shoes haven’t arrived. Had to pay nearly a total 230euro for my order because of customs, which was never stated anywhere clearly on the website before checking out. Was told I wouldn’t get my FULL refund, text service was unhelpful and uncaring and the customer service phone number wouldn’t connect. DO NOT SELL TO THE EU IF YOU CANT ABIDE BY OUR STATUTORY RIGHTS LAWS AND/OR PROVIDE CUSTOMER SERVICE SUPPORT. Total and utter disappointment I’ve never experienced anything like this…. For a pair of work safety shoes which still haven’t arrived !!”

Helpful Report

Posted 3 years ago

Dear Customer, Thank you for the review and I am sorry to hear you are displeased. Unfortunately, we have no influence over these charges and any import duties are applied by your own government. We do recommend for the customer to check into their own countries import duty policy, before ordering. I am very sorry if this charge has come as a surprise, however we do clearly specify this on our delivery page related to international taxes. We did clarify in our conversation with you that If you would prefer not to pay these charges, we would advise for you to contact DHL and arrange for the item to be sent back to us on a return to sender but this would incur fees and that we would also not be able to issue a refund for the initial delivery costs paid. I have since checked this with DHL and can see you now have the parcel as the import duties were paid. I can only sincerely apologise for the inconvenience caused and our customer services team is always on hand to answer any questions you may have prior to placing an order. Once again please accept my sincerest apologies, you are more than welcome to call us if you wish to speak to someone. Kindest Regards, Sonal.

Posted 3 years ago

“I asked if they were leather & was YES.Their Not.gone to charity shop. A huge waste of my money...”

Helpful Report

Posted 3 years ago

Dear John, Thank you for the review and I am sorry to hear this, it appears there was a misunderstanding in regards to this item. They are made from PU Leather which is a high quality synthetic leather, this is also specified on the website listing. I can only sincerely apologise for the miscommunication, we would never knowingly provide inaccurate advice in regards to any sale or service we offer. Had you contacted us we would have gladly accepted the item back and issued you with a refund. Once again please do accept my sincerest apologies for the inconvenience caused and I do hope this does not discourage you from using us in future. Kindest Regards, Sonal.

Posted 3 years ago

“I ordered one pair of shoes but I did not get yet but I emailed them 10 times they not reply anything where is my delivery it’s completely disgusting service and very poor it’s now more then 15 days they missed delivery and they asking to much questions about this even if they can’t deliver properly they should refund my money back but they won’t my money back’ so I’m waiting for my stuff or money sense 15 days it’s unbelievable I can say it’s kind of disgusting service ever”

Helpful Report

Posted 4 years ago

Dear Amir, Thank you for the review and I am sorry to hear you are displeased. The order was dispatched and marked as delivered by Royal Mail to the delivery address you confirmed via email. We have since raised this with them and issued you with a full refund. I am sincerely sorry for any inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“I have been waiting 2 weeks for a delivery - I've now been asked to write a review lol.”

Helpful Report

Posted 4 years ago

Dear John, Thank you for the review and I am sorry to hear this. We did chase this up for you with Royal Mail and are pleased you now have your order. Please accept my sincerest apologies for any inconvenience caused. Kindest Regards, Sonal.

Posted 4 years ago

“Orderd base London Shoes. Had only worn them 6 times. Sole is coming away on both shoes. Shuperb wont refund as it is a 90 days refund policy. only offer me £10 of my next order. Recommend everyone use Shuch they have 365days return policy for faulty items. avoid avoid”

Helpful Report

Posted 4 years ago

Dear Craig, Thank you for the review and I am sorry to hear you are displeased, if I may, I would briefly like to explain what happened. You contacted us in regards to a purchase you made in September 2020 and provided photos at our request, so we could investigate the matter for you. Upon the investigation being completed, we were unable to confirm the issue as a manufacturing fault due to the length of time since the purchase was made, this was well over 180 days. We did clarify this when you initially contacted us but were still happy to look into the matter for you. As a gesture of goodwill we offered to provide you with a credit of £10 off your next order with us for any inconvenience caused. Please accept my apologies that we unable to help any further on this matter and the offer of goodwill still stands, should you wish to accept. Kindest Regards, Sonal.

Posted 4 years ago

“I ordered the boots from the website, which was indicated to be from the EU. Unfortunately the boots came from the UK and now I have to pay tax. Really a pity one can not see how to avoid English companies and thereby about 10% taxes.”

Helpful Report

Posted 4 years ago

Dear Customer Thank you for the review and I am sorry to hear you are unhappy. Unfortunately, we have no influence over charges, any import duties are applied by your own government in line with Brexit. We are UK based, this is clarified on our website and we do recommend for the customer to check into their own countries import duty policy, before ordering and do specify this on our website. I am sincerely sorry for any inconvenience caused and it is with regret that we cannot help with this. Kindest Regards, Sonal.

Posted 4 years ago

“Do not purchase from this company! After wearing the boots below 3 times the soles began to peel away. I returned the boots showing the obvious faults/damage but have been met each time with a very unhelpful and awkward customer service team. These boots are supposed to have a durable sole and be fit for everyday wear. I am told however that everyday wear does not include driving.....how ridiculous!!!! After checking with trading standards, I am entitled to a refund under my consumer rights, but after countless emails am still battling to resolve this issue. I have never had such diabolical customer service and would never buy from Shuperb again!!! BEWARE!”

Helpful Report

Posted 4 years ago

Dear Customer Thank you for the review and I am sorry to hear you are displeased. I am aware of your case and if I may, I would briefly like to explain what happened. You got in touch to explain that the boots had developed an issue and we said we would look into this for you, which we have done. Following your email, we contacted our representative at Fly London directly about your pair of boots. They have let us know that the boots appear to be damaged as a result of wear and tear. The heels of the boots appear to have been rubbed against an abrasive surface for long periods of time. Potentially this could have occurred when driving, as an example. The left and right soles are produced in separate machines in the numbers of thousands, so it is near-impossible for the material to be at fault on both boots in the same place simultaneously. Furthermore, our representative has never seen this style suffer a defect of this type before. I am sorry that we are not able to provide a refund or replacement on this occasion, however having taken advice from the supplier we must reiterate that the boots are damaged as a result of wear and tear. Please do accept my sincerest apologies for any inconvenience caused. Kindest Regards, Sonal.

Posted 4 years ago

“The shoes look and feel good, but they are to big. I tried to return them, I found it would cost me $54 so I will put them in the goodwill box. and remove you from my sellers list.”

Helpful Report

Posted 4 years ago

Dear Customer Thank you for the review and I am so sorry to hear they did not fit. You are more than welcome to return any unworn item in the original packaging for a refund. We do specify in our Terms and Conditions that the cost of any International returns would have to be covered by the customer and kindly ask you read and accept the terms of the sale prior to placing any order. Please do accept my apologies for any inconvenience caused. Kindest Regards, Sonal.

Posted 4 years ago

“I had to pay super expensive taxes for customs import because they have declared the wrong amout of the shoes and I'm still waiting for a valid answer.”

Helpful Report

Posted 4 years ago

Dear Customer, Thank you for the review and I am sorry to hear this. Unfortunately, we have no influence over these charges and any import duties are applied by your own government. We do recommend for the customer to check into their own countries import duty policy, before ordering. I am pleased to say we have since spoken to you about this over email and I do hope we have answered any queries you had. Please do accept my apologies for any inconvenience caused. Kindest Regards, Sonal.

Posted 4 years ago

“escroquerie Achat chausson cuir LUCA de 59 €, auquel s'ajoute des frais de transport de 23 € . et oh !!! surprise, TROIS JOURS APRES LA COMMANDE, je reçois une facture pour des rais de transport par DHL de 32.50 €, soit un total de 115 € (pour une paire de chausson à 59 € !!!!!!!!!!!!). BRAVO ESCROQUERIE No comment ..................................”

Helpful Report

Posted 4 years ago

Cher client, Je vous remercie pour l’examen et je suis désolé d’entendre cela. Malheureusement, nous n’avons aucune influence sur ces frais et les droits d’importation sont appliqués par votre propre gouvernement. Nous recommandons au client de vérifier dans son propre pays la politique de droits d’importation, avant de commander. Veuillez accepter mes excuses pour tout inconvénient causé. Salutations les plus gentilles, Sonal.

Posted 4 years ago

“Ordered a pair of shoes, they got delivered - promptly and correctly. Pretty much what you'd hope for and expect. So far so good. So, why one star? Simple. The trader is in clear breach of GDPR which I find absolutely unacceptable. How? I could only complete my order by providing my date of birth. So, in one transaction, this company gathers your name, address, card details - all fine and all perfectly acceptable within GDPR. The requirement to provide DOB is wholly unjustifiable and therefore a serious breach of the regs. The 'justification' is they need to know customers are old enough to use the website - old enough to but a pair of shoes!!! Bear in mind that with all this information, this organisation has enough details to easily steal your ID. Whilst it's extremely unlikely that's their intention, why take the risk? The risk being that their data could easily be stolen by unscrupulous hackers. My advice? Think very seriously about handing over this information (ie ordering). If you must, remember, there is absolutely no legal obligation whatsoever to provide your actual DOB - so just make one up. In the meantime, I'll be taking this up with the ICO.”

Helpful Report

Posted 4 years ago

Dear Customer, Thank you for your review. I'm very sorry to hear that you are unhappy with the Date of Birth (DOB) request at checkout. I'd just like to explain that we are not breaching GDPR by requesting your DOB. We use Klarna as our card payment processor. Klarna can offer 'buy now, pay later' services to our customers to facilitate ordering and give customers more control over when they pay. However, in order to offer these services Klarna requires the customer's DOB in order to verify that they are old enough to be offered such services. Klarna is the only reason that we ask customers to provide their DOB. Even when checking out with Klarna, providing the DOB is entirely optional and is not required to complete the order. You are given the option to skip the DOB step. I can absolutely assure you that our request for information is compliant with GDPR. Kind regards, James.

Posted 4 years ago

“Where is my refund? Where is it? Your return service, to be honest, sucks it it takes this long to get an item returned and then STILL be waiting for my money back. Simply not good enough”

Helpful Report

Posted 4 years ago

Dear Mark, Thank you for the review and I am sincerely sorry for any inconvenience caused. I can confirm this has since been refunded for you and we do appreciate your patience at this busy time. Once again please do accept my apologies for any inconvenience caused. Kindest Regards, Sonal.

Posted 4 years ago

“I purchased a pair of hush puppies for my husband, when they arrived there was a crease across the front of the toe, the shoes fit perfectly and we would have kept them, i returned them and then had some medical issues and forgot to check for a refund, i could not find anything in my emails and Amazon just said return accepted. My daughter had a hunt around and found you had contacted me saying there was no fault on the shoe and we had worn them. The shoes was returned with all labels on and in perfect condition apart from the said crease. I was then told i would have to pay to get them back. If this is not resolved i will be taking this to the trading standards. I would like to know what visible signs of wear was on the shoes as only one shoe had been tried on in the kitchen. I have never been accused in my life of returning worn goods and asking for a refund. I am very happy to have a replacement as the shoes were perfect. Order 203 8685547-81”

Helpful Report

Posted 4 years ago

Dear Susan, Thank you for your review. I do apologise for the delay. We have since been in conversation with you about this situation and reviewed our initial stance on it. Happily, I can see that the problem was resolved and that the order has successfully been refunded to you. Please do accept my sincerest apologies for any inconvenience caused. Kind regards, Sonal

Posted 4 years ago

“I returned the shoes as they, although perfect did not fit, on 5th. January On tracking I found they were delivered to you on 8th January. I have not received any notification from you. Please confirm your processing of the return.”

Helpful Report

Posted 4 years ago

Dear Evie Thank you for the message and the review, I can confirm that we have received the shoes and we have emailed to acknowledge the return. We are currently processing this for you. Please do accept my apologies for any inconvenience caused and we do appreciate your patience at this busy time. Kindest Regards, Sonal.

Posted 4 years ago

“I purchased trainers for my 11year grandson. They were advertised as boys size 4. When they arrived they were a babies size 4. I paid to send them back but don’t have a printer to print the returns label. I am out of pocket and extremely disappointed. It puts me off buying goods from eBay.”

Helpful Report

Posted 4 years ago

Dear Customer Thank you for the review and I am sorry to hear you did not have the best experience. I can confirm that this was a children's item and the order we received was for an EU Size 21. We are always happy to help with any queries you may have before placing any order, you can contact us via Telephone, Email or WhatsApp. We have since received the item back and issued you with a refund and once again please accept my sincerest apologies for any inconvenience caused. Kindest Regards, Sonal.

Posted 4 years ago

“Item hasn't arrived over a week later, no response or anything. Pathetic and I'll be requesting a refund.”

Helpful Report

Posted 4 years ago

Dear Stuart Thank you for the review and I do apologise for the delay, unfortunately this was due to the delays Royal Mail were experiencing. I can see this was delivered to you the day after we responded to your email and I am pleased you received your order. Once again please do accept my sincerest apologies for the inconvenience caused. Kindest Regards, Sonal

Posted 4 years ago

“Unable to get them over my ankle”

Helpful Report

Posted 4 years ago

Dear Customer, Thank you for the review and I am sorry to hear that the item has not fit, as you had expected. You are more than welcome to return any unworn item in the original packaging for a refund, if you find they are not suitable. Please do accept my apologies for any inconvenience caused. Kindest Regards, Sonal.

Posted 4 years ago

“I would not order from this company again. Ordered Birkenstock slippers that should've been a fit according to their sizing. However, they were absolutely huge. Sent them back. Shipping back cost almost half the price of the slippers and never got a refund until I enlisted the help of ebay. Once they were involved, they were able to get my refund for me.”

Helpful Report

Posted 4 years ago

Dear Susan, Thank You for the review and I am sorry to hear you are displeased. If I may, I would like to briefly explain what happened. You contacted us to say the sandal's were too big and we were happy for you to return them to us for a refund. Unfortunately, we never received the item back, so we could not process this for you. I am pleased this has now been resolved for you and you have your refund, I do sincerely apologise for any inconvenience caused. Kindest Regards, Sonal.

Posted 4 years ago

Shuperb is rated 4.7 based on 17,700 reviews