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Russell & Bromley Reviews

2.1 Rating 35 Reviews

26 %

of reviewers recommend Russell & Bromley

Company Reviews

2.1

Based on 35 reviews


Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone, Email, Live Chat

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Russell & Bromley 1 star review on 14th March 2024

Anonymous

Anonymous // 01/01/2019

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Quite possibly the rudest, snobbiest store staff I have ever come across, although Chanel is a close running. And I’d i through it would get better outside of London I was mistaken because fenwicks in Newcastle is just as bad. What on Earth are Russell and Bromley thinking of when they hire staff? That elitist arrogance will win them sales? I am sick and tired of being spoken down to and looked up and down like I’m filth. I’m done. I’ll happily take my money elsewhere.”

Posted 3 years ago

“Very disappointed. I bought a pair of shoes for 195£.Super expensive , bad quality , impossible to wear. Don't waste your money!!!!!!!”

Posted 3 years ago

“When I entered the Long Acre branch I admit to being very scruffy, wearing broken old trainers and yet was approached by a young salesman who didn't judge my appearance (unlike many other retailers) and served me with the utmost courtesy and helpfulness. My shoe size is 7.5 but as the store did not supply half sizes this meant several trips for the staff member to the stockroom to try and achieve the right size for me. From start to finish he was attentive, patient and displayed a kindly attitude without a hint of pressure selling. I decided to purchase a pair of "Oxfords" but only with the condition that they also throw in a free tin of polish. Upon speaking to his lady manager (who was equally charming and helpful) my request was agreed. These 2 staff members were the epitome of excellent customer service and will receive repeat business from me in the future. A great experience all round.”

Posted 4 years ago

“very poor quality for a shoe at this price. the sole is damaged after a week. the shoe is not even symmetrical. inadmissible”

Posted 3 years ago

“Don’t buy shoes from this company! They use to sell high end quality shoes but no more. Their reputation is slipping by the day and they are an absolute rip off. Don’t be fooled by the aesthetics of the footwear because the quality does not reflect in the price!!!! Their customer service is shocking and they proclaim their shoes are high end - they are not and rip you off!!! I bought my son a pair of £255.00 shoes for his first job in October 2018, which we expected to last him at least one year - but oh no, he wore them for under 4 months (he wears them 4 times a week, he had 3 weeks off at Christmas and didn’t start his job until November) before they literally fell apart. Holes in the leather soles and inferior leather on the shoes which puckered at the toe. They won’t replace the shoes, they won’t repair the shoes, they won’t do anything except suggest we buy another pair!!! Never ever will I buy anything from this company again, and I have been a customer for many, many years. Avoid at all costs because their customer service is not interested once they have had your money. I am now going to the Ombudsman and I’m not going to let this go. They said you need to get shoes re-soled and re-heeled every 3 months at at cost of £70.00 each time. I have previously bought my son £30.00 Top Man shoes that have lasted longer. I Have now found a company that has superior shoes to Russell & Bromley and their customer service is excellent - Samuel Windsor, for a quarter of the cost. I’m a disgusted ex customer who has bought shoes from R & B for over 30 years - no more. Avoid at all costs. They take your money for shoes that are inferior and then aren’t interested in the quality and your complaint if their product fails to live up to the high standards they proclaim they produce 😡”

Posted 5 years ago

“I love the shoes and quality but they are a terrible fit. Always too small or too tight no good for anyone other than a slim foot.”

Posted 8 months ago

“Terrible quality for parck up they look nice but nightmare. All inside colour on socks they hearting all over and stitches came off . I don’t believe they luxury brand . Not recommend at all.”

Posted 1 year ago

“Absolute total rubbish for the price of the shoes I purchased. How on earth can a company in England get away with this type of service and quality. My best advise is never buy from Russell and Bromley, they overcharge, bad customer service, take your money and run despite there claims. Oh yeah check out how much they are worth”

Posted 2 years ago

“Not even received my order yet but the customer service staff seem like an ignorant bunch of idiots who avoid answer your queries to save hassle. Ordered on Friday of last week and they were quick enough to take payment but items were not dispatched until the following Wednesday. Have read complaint after complaint about people receiving seconds. If they try and pull this stunt with me then I will be sending them straight back. Very disappointing to find some many negative reviews. To the point where I am tempted to send the shoes straight back and said they are not getting my business. Any company that charges £300 and above for shoes and takes 4 days to dispatch your order is clearly suffering issues and is NOT the high end retailer that they claim to be. Happy to pay the additional £100 and stick with Cheaneys as at least I can have the confidence that they won’t be falling off my feet within 2 months....”

Posted 3 years ago

“I had a very unpleasant experience in the Regent street London branch as I walked in the Assistant started shouting at me saying I must use hand cleaner. I walked out the awful shop wanted to buy pair of chelsea boots. A lost sale.”

Posted 3 years ago

“bought loafers in sale for son received a scarf from china - no reference to russell and bromley didnt make connection and packaging thrown away because I signed for it they would only give half my money back and keep a scarf I never ordered - shoddy never again”

Posted 3 years ago

“Horrible and arrogant people in the West Sussex branch oh I forgot young people are normally that way in England.”

Posted 3 years ago

“I would give no starts if i could, R&B shoes are not fit for use. i paid £195 for a pair of work shoes that have lasted no more than 3 months. i only wear them in the office and not to and from work, however i wore them to a meeting and it was raining. no big problem you would think.... Wrong the shoes leaked and the leather turned white over night, the shoes cannot withstand a shower. i wrote to customer service who informed me the shoes were not waterproof and the leather would leak..... £195 for a pair of shoes that cannot be worm out of the house. come on this is not what you expect from an establishment like this, i will not return”

Posted 4 years ago

“Appalling level of customer service over all. First time I decided to buy a pair of Chelsea boots from R&B. I raised concerns about my left foot feeling a tad tight and I was reassured by a new sales rep very sarcastically that it would stretch and feel more comfortable over time. Then she appeared very disappointed and annoyed in me for not purchasing the shoe care products! This was the behaviour of someone who had only started in the organisation 6months ago.!! Nevertheless because I actually liked the boots I decided to buy them. For the first couple of days I wore them at home but I felt there was no way to really make the boots feel completely comfortable as the rep has said until I wore them out. So I wore them to work but by the time I came home I felt my left foot (in particular my toes) was in alot of discomfort and actually looked like they were temporarily disfigured. Not only that I noticed I had a mark on my toes which still hasn't left. I decided to take it back to the Brent Cross store the next day where the manager agreed to send them back to headoffice to check. I clearly explained what had happened and how it effected my feet and mentioned that I didn't feel the sales rep at the central London store were I purchased the boots was experienced enough but was then told by the manager very patronisingly that "we are all adults, we don't measure your feet. You wouldn't expect if you went to Gucci" To which I replied yes but when you spend £275 on a pair of shoes you expect a decent level of customer service. Plus I came to you as the shoe specialist not to Gucci who sell arrange of different items 'shoes' being a very small part of their over all collection. Nevertheless I then received a letter from headoffice saying "the shoes were checked and there is no fault with the product and therefore we are unable to do any thing. We will send your shoes back to store for you to collect." This has left me speechless and just amazed at how uninterested the company is in customer service. I honestly cannot seeing R&B lasting on the high street with this type of attitude and mentality which seems to have plagued the entire organisation. So now I'm stuck with a pair of £275 boots that I've only wore once! Never ever ever again. This organisation will not last unless they change their ways. Avoid buying anything from them.”

Posted 4 years ago

“Covent Garden store is shocking, and as for head office management katie Webb I think she forgets she’s at work and speaks to you like a peasant on a night out. What a disgrace considering your boot cost £650 I will be taking this further a lot like a lot of these other comments”

Posted 4 years ago

“I buy a lot of shoes from Russell and Bromley. I bought a pair some months ago costing 195.00 which I did not wear more than a couple of times until I took them on holiday. Wore them on a day when we had a shower for no more than 20-30 minutes. The left shoe just let water in so that my foot was soaking. These were substantial shoes and so I took them back. After two weeks I received a letter saying they would not do anything. The shoes were guaranteed waterproof so it was OK. Cannot believe it. Had expected batter. I shall not be buying any more.”

Posted 5 years ago

“DO NOT BUY FROM RUSSELL AND BROMLEY. I and my family have been loyal customers for 40+ years, probably spent tens of thousands in there, buying SW shoes, handbags, work shoes, presents etc. My mum worked at R&B 30 years ago but we as a family certainly will NOT be returning ever again. I bought 2 pairs of sale shoes for my mum as a gift. The slides had a crease on the top from where people had clearly tried them on. I asked Maria if that's all ok and I could return them even with the crease and she said yes don't worry within 14 days. Other than the crease they both looked fine to both of us. I let my mum try them on and they did not fit her. She and I wrapped them back in their tissues, put them back in the box and the bag then returned them to the store. They would not let me return them. They interrogated me and made me feel like I had done something wrong. The shoes were exactly the same as how I bought them, the staff found some marks on the sole of the shoe and said that they have been worn on an abrasive surface. The marks were pretty minor, unnoticeable really. And were not from my mother taking them out the box, trying them on then putting them back. Staff were basically suggesting that my mum or I had worn them out. They said they would have been worn for some time for them to get in the 'state' they were in and they are not in a resellable condition. When THEY SOLD THEM TO ME IN THAT CONDITION and in actual fact, my mum tried them on for about 3 minutes for each pair. Staff were rude, unhelpful, staff were sniggering and watching me as though I had robbed a bank. I then sent the shoes off to head office.. I am unsure of what they did, maybe inspect them? And I got a letter back saying that they would not refund me. The letter was not written out carefully, there was wrong information on there which also shows their lack of care. I called them straight away explaining my issue and Katie was very rude and kept saying 'well that is your opinion, I do not agree with that'. Basically calling me a liar and refusing to do anything to help. I even said to her that store staff should not be telling customers that items can be returned if they know they can't... and she replied saying 'they would not have sold them in that condition', making out that I had returned them in an awful state. I honestly think they just tell their customers that shoes can be returned and on return, they find any reason not to accept the shoes and give customers their money back. Do not trust them. They have lost a whole family of customers, 13 customers in total, and we will never be purchasing from Russell and Bromley again.”

Posted 5 years ago

“I bought a pair of “park up “platforms… £195….they look fab on…but they are such a bad design!! Your heel slips out as you walk because the front top of shoe is to short/ low for a slip on shoe that has such a thick sole. Any jobs going in Russell and Bromley design studio?….. Because I think I could do a better job”

Posted 1 month ago

“Bought pair off boots online from Russell and Bromley,they have delivered to a wrong address to a estate agent on the house that nobody lives so it took me a week to get them from the agency and the boots were damaged but no replacements,repair or response from Russell and Bromley customer service Strongly recommend do not use online Russell and Bromley”

Posted 3 months ago

“Can I ask if it is the policy now not to provide half sizes. Russell and Bromley have always done this in the past and I was going to order another couple of pairs of the charming ballet pumps and only full sizes shown”

Posted 1 year ago

Russell & Bromley is rated 2.1 based on 35 reviews