“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!!!”
“Terrible worn twice and upper cracked on boots
Returned for assessment customer service repeatedly asked for tracking number 5 weeks later still no contact or result currently having to call customer service to try to resolve! Very disappointed just been informed they received boots for assessment on 26/10 tho nothing reported on record
Just waiting yet again for return call to see where we’re at! Not the service I would expect from office!”
“Wore boots once and they were ruined in rain, the store said the boots had to be sent back for assessment, customer service in the store (concession in Topshop, Oxford Circus) was terrible from the moment the boots were returned. Office claim they tried to contact me, but I have no calls from them. After over 3 weeks of returning the boots, several phone calls and trips to the store, I have finally been given a refund, I now have to wait another 2-5 days for the money to clear. I will not be shopping here again.”
“with office shoes i experienced the worst online shopping experience. First of all i order three shoes for my baby from office shoes everything wants smooth and fine the shock was when i received the shoes. I had problem with two shoes only. one of the shoes the size was big so i need to exchange it and the problem with the other shoes is they did brought for me the wrong size , i was like its OK i have the choice either to exchange or return. I want to the website to read the exchange and return policy but i could not find anything serve the international country and to be more specific my region. So, i sent an email for the customer service to help me and i did explain everything even that i could not find anything in the website in how to exchange or return with international country. The shocking answer was please Fatma go to the website and read how to return and follow the procedure. my answer was i could find anything useful in our website for international return. then got another email from another customer service employee " it was like hi fatme please go to the link and follow the procedure. at this moment i was really angry because it showed how careless and untrained are their employee. If they did spend 2 mins to read my email they will not respond to me like this. i did send another email and explained my situation again. after three mails they send me hi fatma actually our return policy does not cover the middles east region. i was like seriously, when i process my order you had all of my details you should be more clear and mention this in the beginning, and getting the wrong shoe size is the site fault. Really this was my worst online shopping experience their customer service was so unprofessional and rude. and at least because its their fault they should do something about it not ignore me like this.”
“Shoes arrived in a tatty, dirty box and shoes had clearly been worn outside. Soles were dirty and marked. Poor quality control. Not properly packaged, will be returning them for a refund as soon as possible.”
“Absolutely fuming is playing it down a notch. I order a limited stock item (Air Max 1 Jewel OG) on the day of release, the 15 June 2017. It took 10 minutes for the initial email check page to load up, then I filled in the details of the order and the confirmation email came through to say that they had received and accepted my order. The next day they email me to tell me that the shoes were out of stock and they have to cancel my order! They offered me 20% off my next online order with exclusions like limited stock and ugg brands. I emailed back promptly asking for an explanation and was met with silence. Another email later with the order number attached and they needed to ask which order I was referring to. I explained that I had a confirmation of the order and the funds were pending to leave my account and their reply was blunt, unapologetic and stated that their stock update 'was not live' so they accepted others orders without knowing the stock count which I find very unlikely just minutes after an online limited stock release. All in all a terrible and stressful experience that isn't worth the 20% discount on my next order with them and the £100 still pending and therefore unavailable in my account.”
