“I normally love Office but am disgusted by my most recent experience. I ordered boots online and paid the relevant customs before delivery, as expected. However Office sent me the wrong size boots, so I obviously had to return them. Office are refusing to refund the customs, despite the fact that it was their error that led to me wasting money. So for a pair of boots that had to go back, I have now paid customs. I would accept this if I just hadn't liked the boots, but when the error was made by the company I would definitely expect them to cover it. All Irish customers should be aware you could be left paying for Office's mistakes. Disgusted. Clearly not set up for the post-Brexit market, I will definitely think twice before ordering again.
Edit: Office have told me below to look for a customs refund from the courier; I did this and they advised they can't refund but to contact the seller. There is no option for a customer when Office make mistakes, only to foot the bill for them. Disgusting.”
“My order got lost with the worst delivery company, YODEL
I had to do all the chasing, Office customer service, or not in this case, didn’t want to know, no apology, did I want them to resend, no! I don’t think so!”
“I purchased boots which were unusually wide in the calf. I tried to return them but was told I only had four weeks which had expired. I was told I should have read the small print.”
“Horrible service will never buy from this company again the problem was yodel but office did nothing to help just kept telling me wait another day office kept saying my parcel is out for delivery but it wasn’t it was been loaded on a van for 4 days that was after been out for delivery office customer care doesn’t have any care they can’t even speak to there delivery people if I was anyone I would avoid this company if they is a problem they will not help you tell you they have to leave it 48hrs for a response from yodel did that they then said it coming today but that’s what you said the previous 3 days still haven’t got my item told to wait again please beware this is a cowboy firm once they have your money customer care goes out the window.”
“If you’re considering shopping with office, I beg of you to please reconsider and take your business to one of the many other shoe retailers in the uk as they are a horrible company to deal with and when things go wrong, customer services are no help.
I ordered a pair of boots next day delivery and they never arrived. When they eventually showed up I discovered that I was sent the wrong boots! I contacted the team on Twitter and they advised me that I was right and the boots were *not* what I ordered. So I returned them, on the Twitter team’s advice. I had to print the label myself, pay to send them back and take time out of my day to drive to the drop off point all for wrong shoes which was mildly infuriating but I told myself, these things happen. A week later, I was furious to discover that despite my clearly writing on the returns form that I want to refund because I have been sent the wrong boots and taking the box for a refund, I was being sent out the correct pair. I contacted the team on Twitter to say that I had asked for a refund clearly four times and I did not want these boots but no one got back to me. I ended up having to refuse delivery which is unfair on the delivery driver who had to waste their time coming out to me and probably would not get paid for this stop.All of this could’ve been avoided if someone had just got back to me. I’m now wasting even more time as I have been stuck on live chat for one hour trying to get someone to talk to me. I’ve already been handed off from one colleague to another and the new person who supposedly dealing with it isn’t even speaking so at this point I don’t know if this will ever be resolved. What I do know is that I’m still down £180 which should have been refunded to me upon office’s receipt of my return. Also, a couple of weeks ago they sent me a damaged pair of shoes and two damaged pairs of people, not only did they not refund me my postage for returning them but they only refunded me for one pair of insoles. It’s almost like they are desperate to go under and turn any customers off buying from them.”
“I am still waiting for a refund for a pair of shoes I sent back THREE months ago; they were sent back with 3 other pairs that have been refund, sent over 10 emails very unhelpful and RUDE reply’s. Office keep saying they owe me nothing if that’s so why haven’t you sent me prove and the invoice showing the said pair of Shoes. Absolutely Appalling!!”
“Disgusting service. I had returned shoes as they did not fit me (had to pay for delivery £3.99 and separately for return), using Royal Mail Signed For service. Despite having a proof of delivery to the Warehouse (signed and dated), OFFICE has refused to refund my order because they could not locate my parcel in the Warehouse! Not only it took them 10 days to came up with the answer they also suggested that I contact Royal Mail to find out what happen with my parcel, despite having a direct proof of the parcel being delivered. Avoid! Avoid! Avoid!”
“Ordered a pair of AF1 on the 3rd of August with express 3-5 day shipping to Australia.
My item was held in UK customs until the 20th of August due to an incomplete invoice which neither DPD shipping service nor the office customer service could resolve.
After countless web chat sessions the tracking was updated to returning to sender and now I’m being told that I have to wait for the office to verify whether they receive the item prior to refunding my money.
I paid 89.99 for the shoes and 45 pounds for express shipping. Absolutely the worst experience I have ever had. Do not buy with this retailer- especially overseas!”
“WILL NEVER BUY FROM THEM AGAIN!!! WORST AFTER SALE SERVICE.
If I could give this company MINUS 100, I WOULD!!. They are absolutely DO NOT deserve a 1 star. I’ve recently purchases leather shoes ( I’ve tried on the shoes for a first time at home and the stripe ripped off straight away) I have sent images straight away and I hope that they will apologies for a sending defected shoes and process a replacement. What I have received in a return is a horrible customer service, they have asked me to send the shoes back to Scotland for an inspection ( where you can see that the shoes are faulty and they have been literally purchases few days ago – therefore how is possible they already broken?) They do not provide any labels, or help! Literally I am without shoes and with no money!
This was a last time I have purchased something with this company and I would never again! You can be sure that if the things go wrong and they sold you faulty item – they would never make it right for a customer. I have worked in this industry for a years and I have been a customer service manager – that’s not the way how you treat your customers. Maybe if you want eventually to loose the business. Good luck!”
“Got doc Martin’s in December as present, after lockdown tried to return when shops opened didn’t have receipt, told by staff to bring bank statement in
Did this but it was slightly out of returns date (even though I wasnt advised this) and they wouldn’t return them!
Wouldn’t let me speak to customer service.
Absolutely no care for customers or the situation we’ve all been in. Will never buy from Office again”
“Purchased a pair of white Veja trainers to Ireland and there was an inport fee of €126 to get these delivered to Ireland. More than the shoes cost me. I paid delivery fee to Office already. They should have highlighted there would be additional taxes and charges from DPD”
“Do not order from this terrible company I ordered shoes that cost 100 pounds which was not delivered but said they was delivered and are now prolonging my refund stay well clear”
“I placed my first order with Office and when I received the trainers one was black suede but the other was faded to a dark grey! They were on sale but that makes no difference.
They looked ridiculous so I returned them immediately. I wrote a review but Office refused to publish it saying that it didn't meet up with their guidelines! What's the point of asking for reviews if you only publish the good ones??”
“The first time ordering from this shop and I received giant shoes with the right size on the label but 5 cm bigger in reality. Definitely defective because that difference is not a sizing issue. Customer support said this is a size issue and don't want to cover the return. So I have to pay for delivery and return for these cheap oversized shoes.”
“Absolutely disgusting service I received an empty box gave customer 6 days to investigate the matter, they told me to take it up with my bank! They said they would reply within 24 hours..... Despite me telling them I work long hours as a key worker and I look forward to the little perks of receiving goods as pick me ups, I’ve asked to be referred to a manager several times and that has been overlooked! Feel victimised and felt like I’m being treated like a common criminal!
I’ve shopped at office for years, with my husband and now children but will no longer be going to them, there are other stores who offer a much better service!”
“AWFUL CUSTOMER SERVICE. Order number W58155013
Ordered a pair of Nike trainers for my niece on 31/12/21 from what I THOUGHT was a reputable company. Did NOT select click and collect - but got an email saying my shoes are on the way on 4/1/21 and I would be contacted when ready for collection. Then radio silence...
Emailed them 10/1/21 and told 11/1/21 that the item arrived to store 4/1/21 and they would email me when ready for collection 'today' (again even though I did NOT want store collection).
Emailed 18/1/21 stating that I STILL had not received the item nor email updates and got a reply saying that stores are closed Tue and Thur?! What does that have to do with a 3 week delay?
They have now stopped responding to my emails. I will have to file a Section 75 on my credit card to get my money back. It is 29nd Jan, still without my product.”
“Awful awful awful. Customer service very bad you cannot contact anyone except through email which none of their email reponses seem to make any sense to the query you contact them about. They still have their Christmas out of office on their none existent phone lines and their live chat not working at all since forever.”
“Truly awful - will never purchase from here again and recommend that nobody else does either. Ordered a pair of converse 22nd Dec and received a confirmation email that they had been despatched and the money had also been taken. A week later, I attempted to track my order and there were no details so I tried to contact customer service. On January 4th, they finally responded to me and told me that they would look into this for me. I didn’t get any correspondence and had to send another message 3 days later. On Monday 11th Jan, I was told that my order was ‘lost’ and they would re order for me so I received another email with a different order number. Today (16th Jan) I messaged AGAIN because I still hadn’t received any item or heard from them. I then received a response to tell me that my item was out of stock and that I should have received an email about this (which I definitely didn’t!). It seems that they are very happy to take your money and I feel that if I hadn’t followed up on this, I would have been robbed of the money without receiving anything. I have only received a refund through persistence. Awful customer service - do not order from here!!!”
