“I returned the item as it was too big, but instead of getting a refund, Office has charged me another £96. Their customer service said that they've only charged me £2.50 for the return fee but they've took £96 from my account. This is very upsetting. Please return my money immediately!!!”
“Item was not delivered but yodel says it has 4 days ago. Only last night did it occur that they hadn't. Terrible service. I can't believe this. Really wanted these shoes to wear.”
“Absolute shocking service order a pair of shoes online the first pair they chuck over my fence when clearly advised not to i then have to post back out of my own money for there mistake they then resend a new pair of odd shoes either of which were actually my size they then organise a courier to collect they dont turn up on the day agreed then resend another one now claiming they dont have the parcel this has taken over a month and a half to sort out claiming that it was not their courier that collected even though i have sent cctv footage absolutley appalling service now refusing to refund or send a new pair of shoes!!”
“I will never purchase from this company again. I bought two pairs of shoes, returned one of them due to discomfort. I was refunded the pair that I kept. £ 40
Of a price difference. I have emailed and rang the company and they claim the correct pair was refunded. I sent photographic evidence and still can’t do anything!
Complete fraud!!!!”
“Do not order from this company. The stock level information is made up. They will accept orders for items they do not have in stock and then give you the run around when the item is not delivered”
“Awful awful awful
No idea how to speak or treat customers
Staff made an error and I was informed my sale purchase could be refunded
They back tracked, treated me like a 5 yr old imbecile and quoted the rule book like a demented parrot
Absolutely disgraceful, dishonest and dismissive.
Don’t buy there if you want to uphold respectful business trade ethics.
😤🤮😤🤮😤🤮😤🤮😤🤮😤🤮😤🤮😤🤮😤🤮😤🤮😤🤮😤🤮😤🤮😤🤮”
“Disappointing, dishonest and downright dismissive customer service
OMG unbelievable. I was misinformed about returning sale items (told I could,get a cash refund). Office have refused to back down quoting their in store policy as if I was a 5yr old imbecile.
I’m not sure I have ever had such disrespectful sercvice. Do they pay their staff to be so rude as it seems like this abysmal atttitude pervades throughout the company. NOBODY listened, NOBODY cares and NOBODY was interested in hearing a genuine issue. Thoroughly disgusted and disgraceful way to treat customers. Arrogant and unhelpful. I shall NEVER buy there again.
All on top and no substance. Bunch of self interested posers imo.”
“Extremely disappointing experience! Placed an online order a week ago and received a confirmation email. No communication at all since then. When decided to chase it today, been told that apparently the item is in very limited stock and they cant find a pair to dispatch for me, so if not dispatched within 5 working days they will just cancel my order and refund me! Why is none of this communicated at all? What is the point in giving customers false expectations?? Find it extremely disrespectful! Now have to wait another 5 working days to get a refund. Thank you Office, what a 'great' service...”
“Did not make me happy 😆 surly and arrogant manager at Guildford store who refused to refund despite being informed this was possible in 14 days. They misinformed me but were so arrogant that they placed their ‘company rules’ over my genuine request for refund. Unprofessional and inflexible. These are the reasons I shop at John Lewis and m and s because there is trust and respect in transactions. Kids running the shop imo bad reflection on them and poor PR. The refusal to refund will generate much more bad will than the refund ever would. Bad move not as smug or smart as she thought x”
“I bought a pair of shoes from Office a month ago and wore them once. They were so painful that literally my foot got swallen and couldn’t properly walk for 2 days. I then figured out that I have been given the wrong size. A 6 instead of a 5. I took them back to the same store in Westfield Stratford and have been offered a 10% discount voucher on a new pair of shoes for the imconvenient.
Now, Regardless that I wore them or not I have been given the wrong size and was expecting an exchange or a refund. Nothing.
I wrote to costumer service and they replied saying that unfortunately they can’t do anything because I wore them once.
I work in costumer service too and tbh if I made a similar mistake I wouldn’t esitate and would definitely offer an exchange or partial/total refund.
It’s a terrible costumer service, and shoes are not that cheap to justify it.”
“Problem #1 - My order of 8 pair of shoes all arrived in 7 different deliveries. And for the 7 different deliveries, I received separate emails on this.
Problem #2 - The card transactions were made upon dispatch as well as having the total amount under 'pending'.
Problem #3 - An item was cancelled 4 days after order was made. Don't believe it should take this long to state OOS
Problem #4 - One pair of boots had odd laces. Instore staff was extremely helpful and said that they should have this in store.”
“My boyfriend very kindly ordered me 2 pairs of trainers from office. One pair came fine and on time. However after a week the second pair still hadn't arrived. When i looked in to this further on my account Office had said the items had been returned...which they hadn't. I rang office to look in to this and they said the couldn't speak to me because of data protection. I then spoke to someone on the live chat who said that the store that said they had the trainers in stock to send out actually hadn't, but another pair were on their way to me. After waiting for another week still no trainers, then i got an email saying the order had been cancelled and my boyfriend would be refunded in 2/5 working days. After waiting for 5 working days...shock there was still no money so another day of arguing with Office staff. They offered me 20% off my next full price purchase with office for the inconvenience...not only were you just keeping my money you wanted me to spend more with you, when i suggested that they take the 20% off the order they had only part shipped i was told they were not prepared to do that and there was nothing they could do to help me.
It is absolutely shocking service, not only have i got no trainers i also still have no money!!”
“Ordered £57 shoes on line in the shop on 17 December for main Christmas present for daughter. We're told shoes would arrive on the following Tuesday. Stayed in to ensure I could receive delivery. Did not arrive. Called Customer service on 3 January. Reading from script told that the shoes would arrive by 9 January. Stayed in to ensure did not miss delivery. Delivery did not arrive. Called again on 9 January. Shoes had still not left depot!!! Asked for a refund. Told money would be in my account by 16 January. No apology, no compensation, no feeling whatsoever!!!! Will never use this company again. Got better service from Aquatic dealing n for products!!!! Would not recommend Office!!!!! Wasted time, no Christmas present, no compensation!!!!”
“I purchased boots to the value of £119 at the Office Guildford Store as a Christmas present for my niece and was informed I would receive a 'full refund' if she didn't like them as long as I returned them to the Store within 14 days of purchase. I did return them in perfect condition, in their box, all tags attached after Christmas and was told by a very surly Assistant that I could only get a gift card to the value and not a full refund to my card, as the item purchased had been reduced in the sale before Xmas and therefore could only be refunded on a gift card. She said this would have been explained to me at purchase stage, which of course it wasn't! I would never have purchased an expensive gift such as this, had I thought there was a risk of not receiving a full refund to my card. I would have gone to another retail outlet for better customer service & a more flexible returns policy. I am now stuck with a gift card for over £100 for a retailer I now longer wish to purchase from. Very poor indeed!”
“If i could honestly give 0 stars I would. I have never in my life experinced such bad customer service. I made an order in store and was told that the items would take 3-5 working days to arrive. I then recieve an email to say that my order has been dispatched, then I get another email to say that one of orders was cancelled due to it not being available in the warehouse (which is understandable). I got a refund for that unavailable item. However, the problem happened with the item that was meant to be dispatched. 7 days later and I still hadn't recieved my item. At this point i didn't need the item no more. When it finally arrived i didn't need the product no where as i managed to buy it elsewhere. I asked for a refund and again was told that it would take 3-5 working days to arrive in my account, 7 days later I still haven't recieved anything. I've had to call customer services over and over again to get this sorted and was constantly promised and assured that the refunds would happen however nothing has happened yet and it is rather absurd that such company makes fake and empty promises. By far the most exasperating and disappointing service. I do not reccomend them at all! All i got in the end with a bunch of "sorry's". Not good enough. Sorry.”
“Next day delivery if order before 9 is false advertisement!! They told me at head office the depo won't next day delivery if ordered after 5 pm. They laughed at me when I voiced I only ordered on the basis I needed them next day !!! Terrible customer service !!!”
“They don’t advertise that returns are not free and at your expense if the return goes missing. Even though the shoes were misleadingly described I still had to pay for the return.”
“Faulty Boots (holes within buckles were not the same which resulted in one shoe being much tighter than the other one - and this is not due to a difference in my foot size). Only noticed this once I actually wore them. Went to the Office in store in Westfield White City where the Manager was incredibly rude and told me there's nothing she could do as I have worn them outside once and the boots could therefore not be re-sold. How can faulty boots be re-sold?! I was told I should put an insole in the looser one - ie, make the shoes now also different heights and not just different widths. So, so disappointed in their customer service!!!”
