“Received a despatch notification for a click & collect order but after 5 working days no email from store to say order had arrived. I emailed Office after waiting 7 working days and their response was ‘your order is on its way and you will be emailed within 5 working days’. Obviously a BOT response and no other way to complain. Will therefore have to get a Chargeback from my bank. Disgrace and there are hundreds of reviews just like mine on Trustpilot, so how are they even still in business?”
“I returned four pairs of shoes via Yodel, as instructed by Office, and received proof of drop-off. Only two pairs were refunded, and Office has refused to refund the remaining two, even though the items were no longer in my possession.
I have contacted Customer Services multiple times and escalated via email and Instagram, but the matter remains unresolved. I have also started a chargeback with my payment provider and plan to escalate via Alternative Dispute Resolution.
I am leaving this review to warn other customers not to purchase anything from Office.”
“A special mention for Lingaani at your Newcastle Eldon Square branch. I went in for one pair of shoes and came out with three thanks to the courteous and outstanding customer care provided by Lingaani. She is a delightful individual who is a real credit to your company. Thank you.”
“Ordered some DR Martens and some nike socks.
The boots looked worn already and I was missing the socks. Emailed customer service, they asked for pictures, I didn't reply in a few days so they came back to me saying that the orders go through multiple people who check the contents, as the parcel was in tact, there's nothing they can do and i should contact my bank if i want a refund (though they never saw any pictures of anything so how did they know the parcel was intact? Obviously a canned response)... I then said sorry and replied with pictures of the boots and requested a replacement of the socks, they copied and pasted the message and they ignored the pictures completely, didn't even try to explain why they may be in the state they're in. I then go to reply with an email to find out they have blocked my email address! I've since replied to them with my other email address and will be contacting the OMBUDSMAN! STAY AWAY FROM THIS COMPANY, I WISH I READ THE REVIEWS.”
“Terrible, took my money and trainers never arrived then told cant give me a refund because under investigation, use another company if you actually want the product delivered otherwise will be out of pocket like me.”
“I contacted Office after I bought a pair of sandals and they broke after wearing them 3 times. They asked me to post them back to them so they could investigate. I did this and the tracking clearly stated they were delivered- yet office stated they did not receive them and refused to do anything further. I did everything they asked. Will not be purchasing through them ever again. Appalling customer service and no accountability taken”
“I bought a pair of shoes from Office that generated strong static electricity, making them impossible to wear. I raised the issue well within the 30-day return period, but the store initially refused to test them. After I insisted, they eventually carried out tests — but not under the proper conditions, so the problem wasn’t properly assessed.
Despite this, Office refused to issue a refund, even though the shoes were clearly faulty and the issue was reported on time. I’ve been left with an unusable pair of shoes and no resolution.
This experience shows a complete lack of accountability and disregard for consumer rights. I won’t be buying from Office again.”
“wrong shoes delivered and late. Utterly pathetic standard response by customer services. 10 days+ to return at your own expense for them to assess if they are at fault and then maybe another week or so to refund my postage and send out another pair. So rubbish its no wonder they have such poor reviews across all sites”
“Never shop with this online company. I returned a pair of trainers via their website instructions through yodel and same as others have posted, they are claiming they haven't received them . Only contact is via email and someone different each time replies. It's the most shocking customer service ever. Do yourself a favour and avoid them.”
“I ordered a pair of trainers from this well established company and to also be collected at my nearest branch. They never gave me a notification to pick them up. I went to the branch to check, just to try my luck and they said it wasn't here yet. I then waited a week to check if they came (no email). When I arrived, they then told me that the shoes are here and that they cannot give it to me because it's been there for two weeks and they must send them back lol - how shambolic. I then have been chasing them for a refund, sending emails...their chat live is also another joke. Never available or they never respond. A joke of a service as well as frustrating, when things go wrong and it's their own doing. Currently in a process of getting refunded from my bank.”
“I love blowfish sandals, usually buy them from schun I have 10 pairs but some are on there way to the bin, googled blowfish sandals WOW the office had a sale on got 2 pairs for £73 with delivery, schun price £130, ordered them Tuesday arrived Friday perfect fit”
“Poor customer service as needed to exchange for a larger size having been given a pair of trainer for my birthday. As outside the 28 day period they would not change even though I explained I had been bought them by somebody else and they had not been touched!”
“Ordered shoes for a birthday present with 3-5 days delivery. A week later hadn’t received a depsatcg email so after 4 attempts to get some clarity on live chat I was eventually told there was no stock and I need to wait until they have stock but order may be cancelled. Absolutely no information other than this and still not able to get refund. Ridiculous customer service”
“Returned a pair of shoes on 31st May via Yodel then heard nothing for 10 days so contacted Office customer service. They said they had not received the package and could I provide return receipt which I did. They said they would contact Yodel and get back to me in 48hrs. Heard nothing! So I emailed again and was asked again to provide return receipt!
Still waiting! Come on Office customer service get you act together!”
“Paid for next day delivery but didn't turn up. Asked for it to be delivered the next day and it was returned to office.
I asked for a refund and was told when the trainers are returned I will get a refund, now into week 3 and no sign of a refund.
Poor customer service would not recommend.”
“The worst customer service ever experienced. Having made errors Office Shoe act like they don't give a damn about the customer or putting things right. My wife ordered boots online for same day collection from Southampton that were never going to be there as nobody had checked their stock. Then they tried to make it difficult to get a refund. Their customer services clearly don't understand or car about service. 3 weeks and she's still waiting. Do yourself a favour & never shop with Office Shoes.”
“One star review
I’m giving one star as the shoe I received was scuffed had stains on them and even my other item I didn’t receive contacted customer service and the offered 10% I paid almost £300
Will not be buying again the person that took this was Alice no help at all”
“I can't believe how many bad reviews this company has! Here's another. I bought a pair of shoes today in their Oxford Street London store and said no thanks when they asked if I wanted the box. Less than 2 hours later I returned them (I found a better pair elsewhere). I was stunned to hear a refund was impossible because ... I didn't have the box. I pointed out this was because they still did. The assistant said she'd told me the deal at the till - which I dispute. It gets better. Apparently the box had already been destroyed. Due to the Official Secrets Act, the manager wasn't at liberty to tell me how. No box = no refund/exchange. Why? It's not possible to resell them you see - without a box. The small print on the receipt talks about returning items in the original packaging - which I did because I never had a box.
Given the surliness of the manager and her lack of initiative - I'll be avoiding Office in future. I'm beginning to suspect Truworths International don't care about us.”
