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 ordered a size 2 school shoes, not true to size were a size 5. Will not buy anything from this seller again. I had to pay to for the return. Wasted time by another eBay seller.”

Helpful Report

Posted 6 years ago

Dear Customer, Thank you for your review. I do apologise for this problem with your item. it does appear that the shoes were incorrectly marked as size 2 and were in fact much bigger. Just to let you know, you were able to get a prepaid returns label through eBay by opening an 'Item not as described' case. I can confirm that your order has been refunded in full. Again I offer my apologies for any inconvenience caused. Kind regards, James.

Posted 6 years ago

“Had to return boots as they were not suitable. I was deducted 20% from my refund as I had to put tape around the box to ensure they arrived safely. To say I am disgusted with them is an understatement. I will not be using this company again and do not recommend you do either.”

Helpful Report

Posted 8 years ago

“The item that I ordered never arrived despite emailing the seller several times I am now having to wait for the Post Office to contact me the seller didn't want to give me a refund so overall I am not impressed with this seller”

Helpful Report

Posted 7 years ago

“Have not yet received my order! So cannot rate shapers!”

Helpful Report

Posted 6 years ago

Dear Diane, Thank you for your review. I'm sorry to hear that you have not received your item as of yet. Your winter boots were delivered on the 4th February. Your Royal Mail tracking reference is: MH898347726GB. If you have any further problems then please don't hesitate to send us an email to cs@shuperb.co.uk. Kind regards, James.

Posted 6 years ago

“I did not see a notice that returns postage is payable.”

Helpful Report

Posted 6 years ago

Dear Pamela, I'm sorry to hear that you didn't see that returns postage was payable. I have pasted the refunds section of our UK returns policy below, which you needed to navigate through in order to get the returns label that you used to return your shoes. 'RETURNING YOUR ITEM FOR A REFUND? We do not currently offer free returns. There are 3 options to consider if returning your item: 1. Return using the Post Office or any other courier at your own expense. Your purchase will be refunded in full upon receipt. 2. When making your purchase ensure you purchase our Easy Returns label for £1. We will include a Royal Mail return label within your package. 3. Click here to download a returns label and we will deduct £3.50 from your refund for its use.' Link to the page on our site: https://www.shuperb.co.uk/delivery-returns-i5 I hope this helps to clear the issue up. Kind regards, James.

Posted 6 years ago

“Very poor quality, boots had score marks in the leather which looked like it was scored through by cutting the layer above, returned for a replacement and guess what the replacements have turned up with similar scores in the leather. Returns system was a trial aswell, had to email.pictures of the issue, then print return labels and take to PO, then had to wait for 'investigation' to be completed before replacement sent.”

Helpful Report

Posted 6 years ago

“Bought the shoes for “comfort” but unfortunately I couldn’t wear them for very long as they are very uncomfortable.”

Helpful Report

Posted 6 years ago

Hi, I'm sorry to hear about this. I can see that you had worn the item before requesting to return it. We always recommend to just try your item on on a carpeted surface before you commit to wearing it, so that you can have the option to send it back if it doesn't fit or doesn't suit you. Best regards, James.

Posted 6 years ago

“Wrong item was delivered, I ordered men's slippers as a gift and received women's. I returned them as I would not have received a replacement in time for Christmas.”

Helpful Report

Posted 6 years ago

Dear Shona, Please accept my apologies for the problem with your order. It looks like this was the result of a human error in the warehouse which resulted in this issue, I will speak to the warehouse team about this. I can confirm that a full refund has been issued. Kind regards, James.

Posted 6 years ago

“Just appalling service. Don’t touch. The sole came away from the first pair I bought. I returned them after I was eventually sent a return label. Replacement pair also had the same problem. It again took days to get a return label and was issued a refund eighteen days after they were returned and only after I chased them. I don’t think they’re trying to rip you off. I just think they are really badly managed and have no clue how to run an online business. I’m happy to acknowledge good service but also think it needs calling out when it’s as poor as this. Looking at the other reviews I’m obviously not alone in my experience.”

Helpful Report

Posted 6 years ago

Dear customer, Thank you for your review. Firstly I'd like to offer my deepest apologies for the problems which occurred with your order, especially regarding the delays. It is completely unacceptable that you had to wait for so long for your refund and for the returns labels. I will not make excuses, however I will say that I am working to ensure that this doesn't happen again. I must say that this type of problem is certainly not the norm for us, we are usually far more on-the-ball with these situations. Once again, I apologise. Kind regards, James.

Posted 6 years ago

“Very disappointed! My order never arrived!”

Helpful Report

Posted 6 years ago

Dear John, Please accept my apologies for the problem which occurred with your purchase. It looks like our carrier might have lost the item in transit. I can confirm that another pair has been sent and will be delivered to your address very soon. We have also provided a partial refund as compensation for the problem. Best regards, James.

Posted 6 years ago

“I had ordered a pair of boots for a present, in checking them in arrival it was obviously a previously worn pair, surfs to the leather soles and damage to one heel. I contacted customer services imediately, who asked for pictures of the damage to be emailed to them. Waited 24 hours still no response so boots sent back for a refund and will now shop elsswhere. Really disappointing service.”

Helpful Report

Posted 6 years ago

Hi Patricia, Thank you for your review. I am sorry for the problems which occurred with your order. We sent you a returns label for the item last week and have received the item back, with the refund scheduled to go through within the next 24 hours or so. We were experiencing a very busy period last week which led to some delays in responses being sent, apologies once again for this. Best regards, James.

Posted 6 years ago

“you sent me a pair of boots that were too large (big) so I had to return them, although you refunded my purchase price......you did not refund me the money it costs($59) to return them to you......since you sent me the wrong size, I feel you should refund the cost to send them back to you...........very poor policy”

Helpful Report

Posted 6 years ago

“Not the colour who i order. Shame. I was order the blacks”

Helpful Report

Posted 6 years ago

Hi, I am very sorry to hear about this. I have contacted you through eBay to discuss this further. Best regards, James.

Posted 6 years ago

“Ordered a size 8. Said 8 on the bottom yet said 9 on the inside. Refuse to pay 5 quid to send them back so gave them away. Disappointed!”

Helpful Report

Posted 6 years ago

Hi Steph, Thank you for your comments. I am sorry to hear that you received an incorrect item in the package. If you had contacted us about this when you received the item then we'd have been happy to issue a prepaid returns label for you to use to send the item back. Apologies again for the problems. Best regards, James.

Posted 6 years ago

“Order some wellies for my son worn them 3 times and they leaked rubbish would not recommend them wanted to send them back and they wanted me send them back in the same parcel in the it come to me. RUBBISH RUBBISH”

Helpful Report

Posted 6 years ago

Hi Sandy, I'm sorry that you feel this way. We received your item back and tested it for faults, but no leak or any other issue was found. We have still refunded your order in full as a goodwill gesture. To clarify, we asked for you to send the item back in the original box but this was only a request and wasn't a requirement. Best regards, James.

Posted 6 years ago

“Shoes taking 3 weeks to deliver rather than the 3 days advertised. Little compensation or cares given. Will not shop here again.”

Helpful Report

Posted 6 years ago

Hi Richard, Please accept my apologies for the delay which occurred to your order to Australia. We had originally encountered an issue with the pair and had to source a replacement from the supplier, which we did as quickly as we could. We offered a significant discount from your shipping cost as compensation for the issue, and we processed that refund after not hearing back from you about it. I am glad to see that your item has been delivered. I apologise again for the inconvenience caused. Best regards, James.

Posted 6 years ago

“Simply appalling, ordered 'wide' shoes. Neither the shoes or box were marked 'wide', unlike my previous purchases of Dr Keller shoes. They totally ignored my question and photos as to IF they COULD supply 'wide' shoes as advertised and charged £3.05 to return them!”

Helpful Report

Posted 6 years ago

Hi Peter, I do apologise for this poor experience. The item you purchased is a wide fitting for sure, we've previously fit tested it to confirm. With regards to your question, it looks like you asked it within your return request. The request was automatically accepted by eBay so we didn't see the question unfortunately. In answer to the question, we do not stock that particular style. The return charge is perfectly normal, it's actually eBay who charge your account for use of the label. You are warned about this before you download it. As you had an issue with the fit it might have been best to message us separately so that we could have provided a prepaid label. Apologies once again for the inconvenience caused. Kind regards, James.

Posted 6 years ago

“Received somebody else’s order and never received my daughter’s PE plimsolls. Although customer service tried to resolve the matter, it took so long to get to the bottom of the matter , the item I actually wanted was eventually told that it was out of stock, although still showing in stock on their website !!!! Very dissapointed Shuperb !!!! All I received was a sorry !”

Helpful Report

Posted 6 years ago

Hi Misba, I do apologise once again for the problems you've had. What happened here definitely isn't good enough, and I'm currently investigating the cause of the issues. I have emailed you separately to offer a special discount off a new order, which you can use if you wish to give us another go. If you have any questions or queries then don't hesitate to call or email us. Best regards, James.

Posted 6 years ago

“Haven't received a servive to review. You've ignored two emails and a callback request so far”

Helpful Report

Posted 7 years ago

Hi, I am sorry to see that you've had a problem with your item. We received an email from you on the 15th and we responded on the same day. We have since received more emails from you but since you contacted us over the Bank Holiday weekend we haven't been able to respond until now. I tried to call you back earlier today but couldn't get through. Please call us on 0116 326 0605 to discuss your order further. Best regards, James.

Posted 7 years ago

“Anything but Superb! Bought some shoes for work. Shuperb guaranteed 48 hour delivery. 20 days to recieve an item, customer service finally sent a replacement after 10 days of inaction and a patronising responce. I would never buy anything else or recommend them to anyone.”

Helpful Report

Posted 7 years ago

Hi, I'm very sorry for the trouble which you've had with your purchase. To confirm, we received your order on the 1st August and dispatched it on the 2nd. You let us know on the 8th that you hadn't received the item, so we investigated the issue with Royal Mail. We were advised by Royal Mail to allow a few days before sending a replacement in case the first item was located and delivered. When we saw that your item still hadn't been delivered later on, we immediately sent a replacement on an express service. I kept you in the loop whenever we had an update about the situation. I do appreciate that you had to wait much longer for your order than was expected so I apologise once again for that. We take non-delivery of goods very seriously, and happily I can say that of the thousands of orders we process each month, only 1 or 2 have this non-delivery problem. Best regards, James.

Posted 7 years ago

Shuperb is rated 4.7 based on 17,700 reviews