“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!!!”
“Placed order over 4 weeks ago. Have not received product. You already took my money and kept it. Told me 2 weeks ago was being shipped out. You are a joke. You lie and steal from hard working honest people. Never again.”
“Disgraceful service!! Never again.
I place an order for shoes over 4 weeks ago during the black friday sales for my better half for her birthday. Office withdrew associated cost of my order out of my credit card but failed to deliver within the agreed time, I chased them on their live chat after 5 days and they informed me that there has been some delays and I should receive it soon. 4 weeks later still no item and no communication and my cash still being held by office. I raised a complaint with their incompetent customer service team. They informed me that there was a technical issue so my order was not processed and has been cancelled so I should receive the money in 5 workings.
As a result of Offices in ability to deliver on their advertised promise I was left without a present for my partners birthday and they did not have the decency to make things right bearing in mind the stress they have put me through.
From reviewing other customers feedback this is clearly not a one off. Office is a joke of a company and have disappointed a lot of families over this festive period.”
“Disgraceful.
Do not buy online from them. I called to understand if Clarks were available to collect next day and once confirmed I placed an order
The item didn't arrive and I was given 3 to 5 days or return and refund. I called them again after 6 days and I'm now being told 10 days...
They're not reliable in what they say, once 10 days are passed they will tell me 2 weeks and postpone as much as they can.
Refused for a refund, refused to talk to a Supervisor, threated like an irrelevant number
Simply shameful”
“Should be zero!
Ordered shoes size 1 for my daughter received 11. Fine... everyone make mistakes. I've send them back with exchange request and received today SAME PAIR OF SHOES as the box had a characteristic mark on it. Never again. Going to send them back with refund request - plenty shops waiting for customers with open arms. Not worth a hassle!”
“Do yourself a favour and DO NOT BUY from this company.
I bought online a pair of boots and sandals. I kept the sandals and sent to boots back. From me dropping them off at my Collect Plus point and them arriving at Office they had been removed from the bag.
I know they were in the box for various reason.
1/ I didn't take one out of the box as I only needed to try one on to know they weren't the boots for me.
2/ They are not at my house.
3/ I know the difference in weight between and empty shoe box and a full one when taking them to the drop off point.
Office have chosen to not refund me on the basis that I have not returned the boots and that the bag has not been tampered with - this is the same bag that I opened and then re-sealed with tape to send them back, making it tampered with!
When I tried to get details of the complaints department on online chat, I was initially asked how they could help. They told me I had my answer already and I should apply to my credit card company for a refund. I then asked for the details of their MD/CEO which they wouldn't give me. I then found these and put them in the chat message. They were then happy to look into this a bit more. They said they would get back to me and when I asked for the surname of the person I was talking to, the wouldn't give this to me.
They never got back to me, so I wrote to the MD and did not hear back from her either.
So in a nutshell Office are happy to call their customers thieves and not consider that these boots could have been taken by someone on route or once delivered back to them.
They clearly do not care and are happy to lose a customer that has spent a fair bit of money with them in the past both in store and online.
I am mortified to be accused me of stealing and they should be ashamed of treating someone in this way.”
“Do yourself a favour and DO NOT BUY from this company.
I bought online a pair of boots and sandals. I kept the sandals and sent to boots back. From me dropping them off at my Collect Plus point and them arriving at Office they had been removed from the bag.
I know they were in the box for various reason.
1/ I didn't take one out of the box as I only needed to try one on to know they weren't the boots for me.
2/ They are not at my house.
3/ I know the difference in weight between and empty shoe box and a full one when taking them to the drop off point.
Office have chosen to not refund me on the basis that I have not returned the boots and that the bag has not been tampered with - this is the same bag that I opened and then re-sealed with tape to send them back, making it tampered with!
When I tried to get details of the complaints department on online chat, I was initially asked how they could help. They told me I had my answer already and I should apply to my credit card company for a refund. I then asked for the details of their MD/CEO which they wouldn't give me. I then found these and put them in the chat message. They were then happy to look into this a bit more. They said they would get back to me and when I asked for the surname of the person I was talking to, the wouldn't give this to me.
They never got back to me, so I wrote to the MD and did not hear back from her either.
So in a nutshell Office are happy to call their customers thieves and not consider that these boots could have been taken by someone on route or once delivered back to them.
They clearly do not care and are happy to lose a customer that has spent a fair bit of money with them in the past both in store and online.
I am mortified to be accused me of stealing and they should be ashamed of treating someone in this way.”
“Very bad site.
Website tells visitors that the company has international shipping and there is a table with the cost of the shipping to each country. You lose time chosing some shoes and, when you place the order, you receive a message telling you that "there are no delivery methods available".
Bad service. Avoid this company.”
“I recently ordered a pair of glam runners on sale. I was sent an odd pair a gold one and a black one. They are refusing to send me a replacement pair as they have gone back up to the original price. They have tried to tell me they are no longer in stock yet myself and daughter are able to go in and order them at original price.
Customer service is appalling.”
“I brought a pair of air forces 1s online, when they arrived I noticed they were already creased. The right shoe looked like it had been on display as it had dirt marks on the sole. The cardboard that usually sits in the trainers was missing. There was also a knot in the shoe lace. Unfortunately this will be the last time I order from office.”
