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

“My shoes were a 71/2 Uk not USA which is way too big it’s a USA size 91/2 which was delivered in the USA so naturally it would be an American USA size. My shoes was shipped out of Charolette but was told I had to return to UK which would cost a fortune. I kinda feel like I was rip off cause why can’t I send it to Charolette to return item? So it could be cheaper. So far it’s a poor score unless someone can reach out to help me.”

Helpful Report

Posted 3 years ago

Dear Isabella, Thank you for the review and I am sorry to hear you are displeased. If I may, I would like to clarify that we are a UK based company and all items are dispatched from the UK, we do not have anywhere in the US where they can be sent to, unfortunately. The tracking information we provided when your order was dispatched, clearly shows the parcel was dispatched from the UK with DHL. I have responded to you directly in regards to this as per the message you sent us and provided you with some additional information that may be of use, please do let us know if you need any further assistance. Kindest Regards, Sonal.

Posted 3 years ago

“It wasn’t clear that in my order wasn’t included all the costs,taxies etc so for a pair of Birkenstock I paid 110 euros!!! (I live in Greece) (#%$$¥||”

Helpful Report

Posted 3 years ago

Dear Eleni, Thank you for your review and I am sorry to hear this. Unfortunately, we do not have any influence over these charges and any import duties are applied by your own government in line with the new Brexit rules. We do recommend for the customer to check into their own countries import duty policy, before ordering. I am sorry for any inconvenience caused here. Kindest Regards, Sonal.

Posted 3 years ago

“Wrong size boots brought off there eBay shop refuse to give refund or send free return label they've got bad reviews on eBay leave people for over a week with no boots until they get them back and say there paying for with loan when they have a website disgraceful and still no refund”

Helpful Report

Posted 3 years ago

Dear Karen, Thank you for your review. I am sorry for the inconvenience you've experienced. I am glad to see that we have received your item back and have issued your refund. We did provide a prepaid returns label to you and also a QR code to allow you to print the label at the post office. Kind regards, James.

Posted 3 years ago

“Lethal underfoot on soft wet ground no grip on the soles making you slip and slide everywhere ok on tarmac or stoneground keeps your feet and legs warm no good for me though as I need to walk my dogs and give them a run poor product for what I need”

Helpful Report

Posted 3 years ago

Dear John, Thank you for the review and I am sorry to hear this has happened to your pair, we will be more than happy to look into this for you. Please can you kindly contact our Customer Services department via Email, Telephone or Whats App and we will be more than happy to investigate the matter? Please accept my apologies for the inconvenience caused and we look forward to hearing from you. Kindest Regards, Sonal.

Posted 3 years ago

“Unable to do this as I am still waiting for a refund as they were returned.”

Helpful Report

Posted 3 years ago

Dear Susan,, Thank you for the review and I am sorry for any delay in processing your refund, we will always endeavour to process your refund as quickly as possible. In exceptional circumstances, refunds can take slightly longer, I can confirm this has since been refunded. We thank you for your patience and once again apologies for the inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“I returned an item for a refund. It was received by shuperb on 17th January and I am still waiting for my refund 3 weeks later.”

Helpful Report

Posted 3 years ago

Dear Valerie, Thank you for the review, we will always endeavour to process your refund as quickly as possible, in exceptional circumstances, refunds can take slightly longer. I can confirm the refund has been processed for you on 07/02 and we do appreciate your patience at this busy time, I am sincerely sorry for any inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“I am very very upset by your correspondence with me about my Josef Seidel ankle boots. These boots arrived with me on Thursday the 27th of February. I tried them on in my own home for approximately 10 minutes and found that they were not comfortable. I sent them back to you on Saturday 29th of February. I have proof of posting. I enclosed a letter and asked for my money back. I then received an email from you to say that you could not reimburse me because they showed signs of wear. This is utterly ridiculous. How could they be showing signs of wear in 10 minutes? I would like my money back immediately. Thank you. Mollie Martin.”

Helpful Report

Posted 3 years ago

Dear Mollie, Thank you for the review and firstly let me sincerely apologise for the inconvenience caused and the experience you have had with us. Unfortunately, the pair was returned back worn with clear signs of wear/dirt on the soles and also on the upper of the boots. We always do our best to reach a satisfactory solution but in cases like this where the item is plainly worn we can't do anything other than reject the return as we cannot accept worn items back as per our very clear returns policy. We are still awaiting a response to the email we sent and look forward to hearing back from you. Kindest Regards, Sonal.

Posted 3 years ago

“Poor customer”

Helpful Report

Posted 3 years ago

Hi Joanna, Thank you for the review and I am sorry to hear this. We have not had any previous communication from you in regards to this so are unsure as to why you are displeased. We are more than happy to look into any issues you may have, please feel free to get in touch with us. Kindest Regards, Sonal.

Posted 3 years ago

“Bonjour J'ai du payer 51€ de plus pour la douane Le prix de la livraison annoncé était de 24 € J ai donc payé 75€ de livraison La moindre des choses aurait été de prévenir le client de ces frais La prochaine fois je commande en france puisque avec les frais de douane le prix est le même”

Helpful Report

Posted 3 years ago

Salut Merci pour votre avis et je suis désolé d’entendre cela. Malheureusement, nous n’avons aucune influence sur ces frais et tous les droits d’importation sont appliqués par votre propre gouvernement. Nous recommandons au client de vérifier la politique de droits d’importation de son propre pays avant de commander conformément aux nouvelles règles du Brexit. Veuillez accepter mes excuses pour tout inconvénient causé. Sinceres salutations Sonal.

Posted 3 years ago

“They don’t do returns for faulty poor quality goods. Bought fitflop wellies £85. 7 months later I detect 1 boot has split & leaks. Shuperb customer services have declined replacement or refund on basis that the fault presented after 6 months. Have supplied photos and information to support the fault was prior to 6 months but detected after. They are replying and fobbing me off. This is not within consumer rights law. Stick with decent retailers like John Lewis, Amazon etc who will refund for poor quality goods. Lesson learnt it’s not worth saving a few pounds if customer service is rubbish.”

Helpful Report

Posted 3 years ago

Dear Sophie, Thank you for the review, we are currently liaising with you in regards to this via email and have asked for the pair to be returned so we can investigate. Although the order is outside of the six month period and has no manufacturer's warranty, I do understand your frustration that they have developed this problem. On this occasion, we have said we will inspect them and we have since received the pair back. We will provide an update within the previously specified timeframe and I do apologise for any inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“No return label, have to pay for shipping costs from Switzerland to UK myself, which is an absolute joke.”

Helpful Report

Posted 3 years ago

Dear Timo, Thank you for the review and I am sorry to hear you are displeased. We do clarify in the Terms & Conditions that returns are not free and we do request for the customer to agree to these terms before placing an order. We disclose all the information needed so our customers are aware of how the process works and can make an informed decision before ordering with us. I am sorry for any inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“You have sent me an email to review your products that have not as yet arrived!”

Helpful Report

Posted 3 years ago

Dear Beverley, Thank you for the review and I am sorry to hear you have not received the order. We have looked into this with Royal Mail and I can confirm they will attempt to deliver the parcel on 05/01, they are currently experiencing some delays due to the volumes of mail travelling through the system and certain Mail Centres having limited staff so I am sorry it has taken longer than expected. Please do let us know if you need any further assistance and once again apologies for the delay. Kindest Regards, Sonal.

Posted 3 years ago

“It would have been nice to have received the item to enable me to comment”

Helpful Report

Posted 3 years ago

Dear Nora, Thank you for the review and your patience whilst we looked into this with the carrier, unfortunately, Royal Mail are currently experiencing some delays due to the volumes of mail travelling through the system and certain Mail Centres having limited staff. We appreciate you have waited a while for the parcel to arrive and have therefore issued you with a full refund. Once again, please accept my sincerest apologies for the inconvenience caused here. Kindest Regards, Sonal.

Posted 3 years ago

“Returned item same day as received as too small, they received back 8.12 it’s now 21.12 and still no refund??? Customer service says being dealt with? 🤷‍♀️”

Helpful Report

Posted 3 years ago

Dear Customer, Thank you for the review, I can confirm this was refunded for you on 21/12 and we did email you to confirm it had been processed. We do appreciate your patience at this busy time and I am sorry for any inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“Fault on right boot, boots too high and dig in to back of leg. Returns information made me have a wasted costly journey”

Helpful Report

Posted 3 years ago

Dear Margaret, Thank you for the review and I am sorry to hear this. We have a very thorough procedure in place for any items suspected as faulty. Had you got in touch we would have gladly looked into this and advised you how to proceed. I am sorry for the inconvenience. Kindest Regards, Sonal.

Posted 3 years ago

“Nice item, but it was somehow delivered to an address I left six years ago! Not impressed.”

Helpful Report

Posted 3 years ago

Dear Customer, Thank you for the review and I am sorry to hear this, however, the delivery address came to us via PayPal and we did explain this in our email response to you. I would recommend you check your PayPal account and update the details, so this need not happen again. We can only dispatch orders to the delivery address provided by the customer or via the payment method. Please accept my apologies for any inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“Shoes were too big and cost of returning was high in comparison to the price of the shoes. I normally do online shopping where returns are free of charge. Website could have been clearer that returns would be paid for by the customer.”

Helpful Report

Posted 3 years ago

Dear Alan, Thank you for the review and I am sorry to hear you are displeased. At present we do not offer free returns because we offer free delivery, this is something we continue to monitor and do hope to be able to offer in future. To counteract this, we offer every customer the option to buy a prepaid returns label for £1 extra to make returns simple, we then cover the rest of the returns postage cost. We also allow one free exchange per order, should you need a different size. Please kindly give us a call or email us so we can assist you on this and I do apologise for any inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“Not happy at all only recieved 1 shoe in my purchase”

Helpful Report

Posted 3 years ago

Hi Nina, Thank you for the review and I am sincerely sorry you received an incomplete pair. We are currently liaising with you via email and hope to have this resolved for you shortly. Once again, please accept my sincerest apologies for the inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“I’m sure Shuperb is a fantastic company to deal with, if you reside in the UK. They use a website that detects your country, and converts their prices to The currency of your country. The site I saw had the pretence of a Canadian website, including everything in Canadian prices. Shipping, duties, taxes and most importantly DHL’s “Handling Fees” pushed the cost of the shoes considerably higher than purchasing the same shoes here. Any other site I’ve used outlined the extra costs or included the costs In the final total, Shuperb did not. Lesson learned, I won’t be ordering from Shuperb again.”

Helpful Report

Posted 3 years ago

Dear Gary, Thank you for your review. I am sorry to hear that you've not had the best experience with the import and handling costs of the purchase. Unfortunately, we're not able to provide an estimate for customs duties when the order is placed, nor can we collect those duties at the point of order on your government's behalf. We always recommend double-checking your country's import laws and applicable taxes and duties before ordering from an international seller. Once again I can only apologise for any confusion or inconvenience caused. Kind regards, James.

Posted 3 years ago

“Never bought from them before costomer services not very helpful”

Helpful Report

Posted 3 years ago

Dear Customer, Thank you for the review and I am sorry to hear this. We pride ourselves on providing a high level of Customer Service and will be more than happy to help in any way we can. Please kindly contact us via telephone or email regarding your query so we can resolve this for you promptly. Kindest Regards, Sonal

Posted 3 years ago

Shuperb is rated 4.7 based on 17,700 reviews