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

“The boots I ordered are too narrow. I telephoned today about returning them. A helpful man explained that I could find the info on the website. Having located this, and following the instructions on the Royal Mail linked site, nothing that should have happened has happened. I did not get a label to print off immediately, and neither have I received the email to enable me to print it. What do I do now? Why is this procedure so convoluted?”

Helpful Report

Posted 3 years ago

Hi Deborah, Thank you for the review and I am sorry to hear you are having difficulty with the returns label. I have emailed you a returns label you may print off, to send the pair back to us. Please do let us know if you need anything else. Kindest Regards, Sonal.

Posted 3 years ago

“Still haven’t received them after 2-3 weeks, so cannot comment.”

Helpful Report

Posted 3 years ago

Dear Staci, Thank you for the review and I am sorry to hear this. It was returned to us due to the delivery address being incomplete but we have since dispatched it again with Royal Mail and I can see it has now been delivered. Please accept my apologies for the inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“I bought some heavenly feet boots. I've only worn them a handful of times and the inside souls have totally fallen apart. For the price I'm really disappointed. I have sent Shuperb a message but got no response. Huge waste of money.”

Helpful Report

Posted 3 years ago

Dear Debbie, 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

“Order size 2 ladies but they are size 3 but states size 2”

Helpful Report

Posted 3 years ago

Dear Pat, Thank you for the review and I am sorry to hear that the item has not fit, as you had expected. Unfortunately, all brands and styles can vary slightly with their sizing. You are more than welcome to return any unworn pair for a refund and I am sorry for any inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“poor service ..still have not received completed order”

Helpful Report

Posted 3 years ago

Dear Tony, Thank you for the review and I am sorry to hear your has not arrived yet, Royal Mail did attempt to deliver the parcel but no one was available. I have since rearranged delivery for you and the confirmation details have been sent to your email address. Please do let us know when you receive your order and I am sorry for any inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“these shoes are at least 2 sizes to small and the return details are very indecisive”

Helpful Report

Posted 3 years ago

Dear Tony, Thank you for the review and I am sorry to hear that the item has not fit, as you had expected. I can confirm we have since received the pair back and issued you with a refund. Please accept my apologies for any inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“Sorted my refund out eventually but it took a bad review to do this,”

Helpful Report

Posted 3 years ago

Dear David, Thank you for the review, I can confirm we received the return on 14/09 and this has now been refunded for you. Please accept my apologies for any inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“Bought pair of Dorchester 5 times and lace came away. Company would not exchange them”

Helpful Report

Posted 3 years ago

Dear David, Thank you for the review and we appreciate your patience whilst we looked into this for you, I am sorry to hear you are displeased. Our Investigations Department examined the photos you provided and looked into the nature of the issue, it is with regret that due to the length of time since the purchase was initially made, we were unable to assist you any further on this matter. The nature of the issue was deemed to be as a result of wear and tear, shoe laces can wear with prolonged use, it has been six months since the purchase was made and we did clarify in our initial response to you that we may not be able to help due to this. The boots themselves are perfectly wearable so we did suggest a new pair of laces would resolve the matter. I am sorry we could not do more, but in line with the manufacturers guidelines, these are not deemed as being faulty. Kindest Regards, Sonal.

Posted 3 years ago

“Absolutely disgraceful service Bought a pair of shoes for my mother an elderly woman. Shoes must be tried indoors and outdoors especially for women who need comfort and are old. Just because the shoes were worn to try they would not accept return or exchange of size. Utterly disgusted with this! What if that was your elderly mother! Never ordering from here again!”

Helpful Report

Posted 3 years ago

Dear Customer, Thank you for the review and I am sorry to hear you are displeased. Unfortunately, we were unable to accept the item back for a refund as when they were received back at our returns facility, we found the clear signs of wear on the shoes which would not be consistent with an item being tried on indoors only. We did provide you with photos of the return and explained why the the return was not accepted in our email correspondence with you. We are fair in regards to returns and refunds but we cannot accept worn items back. All refunds are subject to items being returned back to us unworn and in the original packaging within the specified returns period and we do clearly specify this on the website. Kindest Regards, Sonal.

Posted 3 years ago

“I got the wrong pair of boots after paying 30 euro in customs for them.”

Helpful Report

Posted 3 years ago

Dear Eoin, Thank you for the review and I am sorry to see this has happened. I can confirm we have since had communication with you in regards to this and are investigating the matter for you. We will contact you with an update as soon as possible and I am truly sorry for the inconvenience caused. Kindest Regards, Sonal.

Posted 3 years ago

“Think the boots had been pre worn & tidied up so they could sell them again so out of shape & loose for the size ..suffice to say I returned them .. waiting for a refund”

Helpful Report

Posted 3 years ago

Dear Sam, Thank you for the review and I am sorry to hear this has happened, we would never knowingly send out a pair in less than perfect condition. Our warehouse team are very efficient when it comes to quality checking items before dispatch. We have since received these back and carried out a thorough inspection of the boots, it appears this pair was missed and sent out to you in a less than perfect condition so I am sincerely sorry for this. We have since processed your refund and have emailed you to confirm. Once again, please accept my sincerest apologies for the inconvenience caused and we thank you for bringing this to our attention. Kindest Regards, Sonal.

Posted 3 years ago

“Unfortunately these expensive boots lasted a few days and worn 3 times before I noticed the insoles have perished top 2 layers crumbled away. Returns process for faulty goods is the worst I have ever experienced, website directs you to whatsapp who directed me to fill an online form which was broken and doesnt send, then told to email with photos which I did clearly showing the faults asking for a returns label. Instead I get an email back saying theyve contacted the supplier and will be in touch shortly. Excuse me but my contract is with you, you're legally responsible to take back faulty goods and refund, it us up to you to contact your supplier after. Please read the online reviews yourself and you will see this company tries their best to avoid refunds.”

Helpful Report

Posted 3 years ago

Dear David, Thank you for the review and I am sorry to hear you are displeased, if I may, I would briefly like to explain the process we undertook in resolving this for you. When you initially contacted us, we did request you submit the official form for reporting any issues so we could investigate the matter for you. Unfortunately, there was a technical issue with the form so we requested the images be emailed directly to us. Once we received the images, we raised this directly with the supplier to see if the matter could be resolved without inconveniencing you further to send the boots back to us. We were in no way trying to be difficult or neglect our responsibility towards you, we just wanted to resolve the matter for you as efficiently as possible. I am pleased the matter has now been resolved for you and we have issued you with a refund without needing the boots to be returned back to us. I do hope you are satisfied with the outcome and once again I am sorry if you found the process difficult, this was not out intention. Kindest Regards, Sonal.

Posted 3 years ago

“Order not received.”

Helpful Report

Posted 3 years ago

Dear Pauline, Thank you for the review and I am sorry to hear this. I have checked the tracking information with Royal Mail and this has been marked as delivered. We have since raised this with them and issued you with a full refund as you did not receive your order. I am sincerely sorry for any inconvenience caused and please do let us know if you need any further assistance. Kindest Regards, Sonal.

Posted 3 years ago

“I ordered size 10, when arrived the box and packaging was 10 but to my surprise the shoes were 9. What else can I say.”

Helpful Report

Posted 3 years ago

Dear Raymond, Thank you for the review and I am genuinely sorry that the wrong sized shoe was inside the box. Our dedicated dispatch team is very thorough in quality checking items before we send them out but it appears this one has somehow slipped passed us. I can confirm we have since received the return and have issued you with a refund. Please accept my sincerest apologies for the inconvenience caused and I sincerely hope this does not discourage you from shopping with us again. Kindest Regards, Sonal.

Posted 3 years ago

“I have an older pair of Gumbies which I have had for a few years, Love them! Broke the toe bar on my black Croc flip-flops so ordered a black pair of Gumbies. Quality of these new ones is inferior and the toe bar broke after 2 weeks, very disappointed”

Helpful Report

Posted 3 years ago

Dear Chris, Thank you for the review and I am sorry to hear this happened. We are pleased you contacted us and allowed us to investigate the matter for you. We have since confirmed the issue with the pair and issued you with a refund. I am sorry for any inconvenience caused and please do let us know if we can help you with anything else. Kindest Regards, Sonal.

Posted 3 years ago

“Had many pairs of sandals with the bit between your toe and I have been wearing them continuously since they arrived to break them in for going on holiday but they are so so uncomfortable. I would love to send them back and get a refund if that was at all possible.”

Helpful Report

Posted 3 years ago

Dear Gail, Thank you for the review and I am sorry to hear you are displeased with your purchase. If you believe the item has a fault then please get in touch with us and we will gladly look into it for you. If it is a sizing issue and they have been worn, I am sorry to say we would not be able to accept them back as we can only accept unworn items back for a refund within 30 days. I am truly sorry for any inconvenience caused but please do get in touch and we will be more than happy to discuss this with you. Kindest Regards, Sonal.

Posted 3 years ago

“I have returned my item due to fault. One croc was much smaller than the other. I have had no response. I would like a refund please. You have the item back so would like a response please.”

Helpful Report

Posted 3 years ago

Dear Tracy, Thank you for the review and I am sorry to hear this has happened. I can confirm we have since received the shoes back at our returns facility and have been able to confirm the issue, we have since refunded this for you. Please accept my sincerest apologies for any inconvenience caused and I do hope this does not discourage you from shopping with us in future. Kindest Regards, Sonal.

Posted 3 years ago

“The Sebago boat shoes I bought squeaked badly. Shuperb asked me to send photos of the uppers and sole. They then asked me to pay to return them for inspection. They then emailed to say they wouldn't refund them and I had to phone them to pay £5 to get them returned. As customer service goes - this is about as bad as it gets in my experience. Shuperb have been been Shurubbish. Last time I order from them.”

Helpful Report

Posted 3 years ago

Dear Ross, Thank you for the review and I am sorry to hear you are displeased. We requested photos initially so we could assess the shoes with our Investigations Team but due to the nature of the issue you had described, we asked for you to return them so we could carry out a thorough inspection. We sent you a link whereby you were able to generate a prepaid returns label, I am sorry if this was not clear enough in our response to you. Upon receipt of the shoes we did carry out an inspection and the squeaking of the shoes was not deemed to be a manufacturing fault and as a result of them being a leather shoe. This usually happens when the leather shoe is new and the leather hasn’t been properly broken into yet. When a new shoe is taken out of the box, it will usually have an extremely dry surface that can be more prone to squeaking than shoes with worn in leather. This problem should, however, not last long and will likely stop after regular wearings. We have since issued you with a refund for the returns postage costs as per our correspondence with you, I am sorry the outcome was not as you had desired, please accept my sincerest apologies for any inconvenience caused, Kindest Regards, Sonal.

Posted 3 years ago

“Your customer manager James is the most unhelpful person in the world I paid for a pair of shoes over a month ago that I still have not received and I am the most unhappy customer I gave you the opposite to remedy the situation and got no response from James at all”

Helpful Report

Posted 3 years ago

Dear Ty, Thank you for the review and I am sorry the order did not arrive in the specified time frame. We are investigating this with the carrier for you and at present the parcel is with the Portuguese Customs Department, I have emailed them directly to enquire about the delay and they have confirmed this has now passed clearance. We have since spoken to you and you have kindly confirmed that order has now been received. We really do appreciate your co-operation and patience on this matter and thank you for working with us to get this resolved for you, it has been quite the experience all round. Once again I am sincerely sorry for the delay in receiving the order and the inconvenience caused. Please do let us know if you need any further assistance. Kindest Regards, Sonal.

Posted 3 years ago

“I was a bit disappointed in UGG sliders, they are so tight, look cheap and bad Quality of the leather. I’m in between sizes 3 and 4, so decided to buy 4, and they are mils too tight. Can’t send them back as I wore them once.”

Helpful Report

Posted 3 years ago

Dear Nadia, Thank you for the review and I am sorry to hear you are displeased with your purchase, this is an official UGG product. If you believe the item has a fault then please get in touch with us and we will gladly look into it for you. If it is a sizing issue and they have been worn, I am sorry to say we would not be able to accept them back as we can only accept unworn items back for a refund within 30 days. I am truly sorry for any inconvenience caused but please do get in touch and we will be more than happy to discuss this with you. Kindest Regards, Sonal.

Posted 3 years ago

Shuperb is rated 4.7 based on 17,700 reviews