“This is my first order, and I'm glad I made it. If you want good-quality shoes, then you are in the right place. I waited around three weeks for them to arrive, but now that I know the quality of these shoes, I wouldn't mind waiting longer. I will definitely order again.”
“It's been quite a long journey with Goral. A lot of things happened, and while none of them were their fault, their customer service was excellent.
To start, I ordered a pair of Sharman Boots, but since I was doing it in the middle of the night and was debating which ones to buy, I ended up with the wrong ones in my checkout without noticing (I ordered a black pair instead of a dark brown pair).
I realized this about an hour later (mind you, that was somewhere around 10-11pm), sent a mail to their customer support asking if it is still possible to change that, received a mail about 20 minutes later - in the middle of the night - that this is no problem. Then things...connected. Usually the boots are made to order, so it takes a few weeks for them to ship, but a customer had just cancelled an order with exactly the pair I ordered, but in black...so they rerouted those to me, and I got a pair of boots about 38 hours after I ordered. Sadly, black boots.
I contacted their customer support again, and they sent me a return shipping label and arranged that the boots would be exchanged without me getting any additional charges (taxes, customs etc). Awesome. Sadly, they use UPS, and that is where the trouble started.
I sent the package on the 18th of April. It was in the UK on the 19th, and since then it has been sitting in a UPS warehouse because they could or would not forward it for some reason. They stated that they needed additional Information, but neither I nor Goral were ever contacted. UPS support just ignored any of my contact requests, but I was in contact every few days with the Support Team over at Goral. Both of the people I had contact with were amazing (Julia and Dominik), tried to get information from UPS, and were always quick to respond.
They were even willing to send my new pair of boots that was ready yesterday before they got the return ones back. That is not something that happens often.
We managed to get the return package delivered after I threatened UPS with my lawyer and I believe Goral kicked their UPS rep to do something, because about 2 hours after that the package suddenly moved after 3 weeks and was delivered today.
So yeah, while it was annoying, and UPS has another reason why I will not use them if I can avoid it (even if that means driving a package somewhere myself), Goral has won a loyal customer with their excellent customer support. They give you the feeling that they actually care, and that is worth a lot. Things can go wrong, but if you communicate frequently and keep me updated, I am a very patient customer. If you ghost me, well....I can shift gears too.
As for the boots, UPS says the new ones will arrive tomorrow. I doubt that, but I will get them soon, Got a chance to try out the black pair (same size), and they feel excellent. Usually boots always feel like they are breaking my toes or are 2 sizes too big, but those feel awesome. I always liked my old pair of docs, but 3 months until they break is just not worth it. The Gorals will last a lot longer, plus they are made in europe, which was another thing I care about (otherwise I would have gone for Redwing Moc Toes).
TL;DR: Stuff happens, they are giving it their all, and do have one of the best customer support teams I have interacted with in the last couple of years. Give them a try if you are looking for very well made leather sneakers or boots.”
“Absolutely beautiful shoes. Am so happy with them, the quality is superb, they are so comfortable and the fact that they can be repaired and re-soled is the best. Fantastic customer service from Oliver too. I'll definitely be back again...”
“Received my shoes recently and first impression was how good looking the shoes are. What also stands out is the obvious and visible quality of the leather and shoes themselves overall. Because how nice the shoes look I was hoping they would be comfortable - and they were very comfortable right out of the box first wear. Very happy with my purchase! I will purchase again from Goral and highly recommend their shoes.”
“I received my pair of MUGGS 2.0 this weekend and honestly I could not be any more satisfied with them. The workmanship is fantastic and the sheerling lining is super comfortable and warm. Thanks to Rose Anvil and Weston for bringing this fantastic company Goral to my attention. This being my first high end handmade shoe I am completely sold and will definitely be buying more!”
“Got my Muggs today - absolutely fantastic- the best pair of shoes I own. I’ve got other Goral shoes but these are the next level!! My only regret is not ordering in other colours too!!”
