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

“I purchased a pair of boots and paid a pound extra for a UK returns label. When the boots didn't fit Shuperb refused to accept a return because I had added rubber grip soles. It does say in tiny writing that the addition of rubber soles means you can't return the item but I missed this. The fact that they took a pound from me for a returns label indicated to me that the item was returnable.”

Helpful Report

Posted 5 years ago

“No shoes delivered. No refund. And now no response. Disappointing is not the right word to describe the issue since it has been 3 months and Shuperb has neither delivered shoes nor refunded.”

Helpful Report

Posted 5 years ago

“No shoes delivered. No refund. And now no response. Disappointing is not the right word to describe the issue since it has been 3 months and Shuperb has neither delivered shoes nor refunded.”

Helpful Report

Posted 5 years ago

“Very unprofessional attitude. 12 weeks and the item has not been delivered. Shuperb is not willing to refund but making excuses. I even got a confirmation from Australia Post that no item was received. Numerous emails been sent. The payment was made on 1st Sept and today is 26 Nov.”

Helpful Report

Posted 5 years ago

“Absolutely Discraceful Company !! I havnt Recieved my order and I'm still trying to get a refund.. This Company has caused me a lot of Stress. 😟”

Helpful Report

Posted 5 years ago

“The order we placed for a pair of boots had to be returned as too big. When Zi asked when replacement would be sent was told due to being in a sale which I was not aware of they could only give refund. I asked if I could pay the difference of the new price and again to save a lot of bother again was refused. They have no customer service whatsoever so would not use them again and they have lost a sale of £125 as I will now go elsewhere.”

Helpful Report

Posted 5 years ago

“Tried to return 2 pr of boots for $111 per pair already 2x the price and could not get any help from you people. Would have cost me $279 to return and I had already order a smaller size. You have false advertizing and returns are not free nor easy. I was horrified and will never do this again. That is how you make your money. NOT accepting returns because you don't pay.”

Helpful Report

Posted 5 years ago

“Paid in full including DHL freight for my Order SHU 759188 to be sent to Australia . Was advised a tracking number by Shuperb - advising my order sent by Royal Mail not by DHL which I had pre-paid. Royal Mail tracking did not recognise the tracking number shuperb had sent to me. Immediately emailed Shuperb for correct information. Over a period of two weeks and at least 6 emails sent to them, NO RESPONSE. Also NO order received. Tried their " chat line " 4 times no one answers. Avoid this company Shuperb like the Plague!! Customer service - A JOKE !!”

Helpful Report

Posted 5 years ago

“I didn’t get what I ordered and I was told it would be delivered from the third of this month. What’s happening”

Helpful Report

Posted 5 years ago

Dear Davington, Thank you for your review. I do apologise for the delay. You had contacted us as you weren't sure about which pair you had purchased, and we had confirmed the pair back to you and asked you to let us know if you wanted to go ahead. Unfortunately we didn't hear back from you immediately so your item wasn't dispatched, because we didn't want to send you the wrong thing. Happily I can see that the problem was resolved and that the item has successfully been delivered to you. Kind regards, James.

Posted 5 years ago

“If only i would have received the CORRECT pair that i purchased i would have given 5 stars...and they dont offer returns so i was stuck with what they sent me....bad business esp bc i had them shipped overseas...maybe they will get their stuff together and send ppl the correct items they buy online.”

Helpful Report

Posted 7 years ago

“never received the item. Opened the case on eBay. Received only confirmation from eBay regarding the case opened. Then for a week it was quiet. By a chance only (no email this time - very clever tactics!) while on eBay site found a 1 week old message (eBay message - not an email reporting about new eBay message) form seller refusing to send me the item unless I pay extra £3.50. Their explanation was that Royal Mail failed to deliver on time and now it's me who has to cover the loss. Not a chance!!! I've fed up with this type of sellers. It is your chose of delivery method - not mine! You sort it between you two - do not even bother me. My job is to buy online and get it delivered! Period! You've got agreements/contracts with delivery companies, you've got all sorts of business insurances ... work with it - DO NOT even try to impose your business losses on ME.”

Helpful Report

Posted 6 years ago

Dear Customer, Thank you for your review. I am very sorry that you are not happy with your experience purchasing from us. I'd just like to confirm the situation from our perspective. Firstly, I can confirm that Royal Mail did attempt to deliver your parcel within the timeframe advertised, however unfortunately there was no answer when they reached your house. They took the item back to the sorting office and kept it on hold for 20 days. On the 20th day they returned the item to sender as no collection had been made or delivery rearranged by yourself. When an item is returned to sender, we do request that customers cover the cost of the return to sender fee which Royal Mail imposes on us. This is because we originally offered free postage and it is unsustainable to absorb these postage losses. However, when you expressed that you were unhappy to pay this we provided a full refund without any deduction. I can confirm that we have refunded your purchase in full. I do apologise for the inconvenience caused here. For future reference, you can refer to the tracking details on eBay to find out where your item is. Kind regards, James.

Posted 5 years ago

“Item didnt arrive as advertised and i had to collect myself from Royal Mail i emailed Shuperb and didnt get a reply till 2days later not good customer service.”

Helpful Report

Posted 6 years ago

Dear Charlotte, Thank you for your review. I'm very sorry to hear that you are unhappy with the service we provided. I can see that Royal Mail did attempt delivery of your parcel, but there was no answer at the time, so they took the item back to their sorting office. You messaged us through eBay on the 15th August and we responded to you on the 16th, one day later. I am glad to see that you have received the parcel. Kind regards, James.

Posted 5 years ago

“As a seller he failed to respond positively towards my messages and at some point ignored them i was waiting for a quick decision but didnt get one now am going abroad i dont have time to deal with this he left it till late dont rely on this seller”

Helpful Report

Posted 6 years ago

Dear Salique, Thank you for your review. I am very sorry if you feel that we have not dealt with your query in a satisfactory manner. We definitely didn't ignore your messages, although at one point I can see that we couldn't respond immediately as it was the weekend. You are more than welcome to return the item to us for a refund as long as it's posted back within 30 days of delivery. Best regards, James

Posted 6 years ago

“Did not receive goods and would not issue a refund due to the post office stating that all mail is delivered to one address. I live on a static caravan site, but I live in a brick built detached bungalow with my own postbox, letterbox and delivery address. My goods were scanned at a different address than my own but still they refused to refund me. I would not use this company again and would not recommend anyone else to do so. I am left out of pocket for no fault of my own.”

Helpful Report

Posted 6 years ago

Dear Customer, Thank you for your review. I'm very sorry to see that you haven't had a great experience with us. We investigated your problem thoroughly when you contacted us about it. We have spoken to Royal Mail on several occasions and have filed a claim with them for loss of the parcel. Royal Mail confirmed to us that the item had been delivered correctly as addressed. Therefore we regrettably cannot take further action to help in this case. I can only apologise once again for your poor experience. Best regards, James.

Posted 6 years ago

“They sell shoes to the US without free returns or exchanges. They know well and good how much postage costs to have to return them (more than the shoes cost usually.) So it’s an easy sale without having to worry about the hassle of someone not liking them. 100% guaranteed to always keep the money they made from the sale. They’re comparable to a used car salesman in my opinion. They should offer free returns or charge a $4 fee (which is how much it costs him to send shoes to the US) for a return label.”

Helpful Report

Posted 6 years ago

Dear Customer, I'm very sorry to hear that you've had a poor experience returning your item to us. I can say that we do receive returns quite regularly from US based customers and in most cases we do not receive complaints regarding the cost of returns postage. I have one example in mind where a customer paid about $20 to return a pair of shoes from Hawaii, which I'm sure you'll agree is quite reasonable. We do not offer nor advertise free or subsidized returns for international orders. The reason for this is because they are not cost-effective. If we started offering this then we'd have to increase the prices of our items to compensate. Making an international purchase can be quite significant in terms of money spent, so we'd recommend that you research postage costs to whichever country the goods are coming from before purchase if you believe that returns may be an issue for you. We ourselves are very clear that we are based in the UK. I hope that this has served to explain the situation. Again, I am sorry that you had a less than satisfactory experience. Best regards, James.

Posted 6 years ago

“Appalling customer service, very poor staff communication, even with proof of return delivery the will not refund, they just keep asking for the same information, very frustrating, avoid, avoid, very unprofessional !!!!”

Helpful Report

Posted 6 years ago

Dear Customer, I am very sorry for the poor experience which you have had. I am aware of your case, and I can say that we have been dealing with your query in as professional a way as we could. Unfortunately the problem was that we had not received your item back. We could not offer to refund you if we were not in possession of your pair, which I'm sure you can understand. Happily I can see that eBay have now resolved the problem for you. Best regards, James.

Posted 6 years ago

“I'm disgusted tbh with the service. Still not had my son's school she's trying to say they been delivered and they haven't”

Helpful Report

Posted 6 years ago

Dear Sarah, I am sorry for the trouble which has occurred with your delivery. We have filed a claim with Royal Mail for your shipment and we'll be back in touch as soon as we hear back from them. Just to confirm, the tracking reference of your parcel does show that delivery was successfully made. Best regards, James.

Posted 6 years ago

“Shockingly bad customer service. Shoes bought had worn through the rubber soles within 2 weeks of purchasing them. After dealing with extremely patronising staff, they deemed 2 weeks to be sufficient for wear and tear even though the shoes were clearly faulty. Would not recommend this company.”

Helpful Report

Posted 6 years ago

Dear Customer, Thank you for your review. I can only apologise if you believe we have not handled this problem as well as we could have done. We certainly did not wish to be patronising, so I apologise for that too. I have reviewed the photos that you sent of the shoes, and I can see that the soles are very well worn, to the point that the heels have already worn away. With respect, we cannot accept this as a fault, it is simply a result of wear and tear. Best regards, James.

Posted 6 years ago

“Too bad I have not received the package so far I do not know where my shipment”

Helpful Report

Posted 6 years ago

Dear Meshal, Thank you for your review. Your given order delivery date was the 26th April, which is today. From your order's tracking reference I can see that the item is in Saudi Arabia and should be delivered shortly. Kind regards, James.

Posted 6 years ago

“Purchased product through Amazon. Soon became faulty . Contacted office and was eventually asked to submit photos . I immediately did this. After a delay of a fortnight I was asked to return items as they didn’t trust my pictures ! Sent them back and 10 days later , still awaiting resolution . Meanwhile I am without items . Slow , ineffective and mistrusting . I’d recommend anyone to go to a physical shop and buy rather than this company. At least problems with faulty product get dealt with then and there . Clearly customer service is not a priority - they would rather take your money and avoid all possible chance of having to return it .”

Helpful Report

Posted 6 years ago

Dear Roland, Thank you for your review. Firstly I do apologise for the problems which occurred with your order. I can confirm that a full refund has now been issued for your purchase. We do always request to receive images of any problem or fault via email before we can look to issue a returns label, as we do find that commonly problems can be resolved without a return becoming necessary. This is our normal policy. However I do agree that you were left waiting for a long time after you returned your item to us, which wasn't good enough on our end. I will be looking into this to see how we can speed up the process to prevent such a delay from happening again. Once again please accept my apologies for any inconvenience caused. Kind regards, James.

Posted 6 years ago

Shuperb is rated 4.7 based on 17,700 reviews