EMBASSY LONDON — Local services in London

My sandals I bought ripped after literally a light graze on the pavement - totally normal, as anyone has done. Because it has such soft leather at the front, they just ripped apart, it was incredible. DAMIAN at customer service was nothing but condescending, telling me it's just my fault, then saying he'd be 'HAPPY TO TAKE THIS TO TRADING STANDARDS.' The service is terrible and the quality of their footwear is the worst I have ever seen. Primark sandals last longer.

Customer service since replied to me on trust pilot, in yet another condescending response. This time they drew an analogy about scratching a car to shoes ripping at the seams. This was my reply: As you can see by the reply to my post, Embassy have been nothing but condescending. To your salient point about scuffing a new car, let me explain to you guys at Embassy about the difference between scratching your car and walking in shoes. If my car was to suffer a scratch from me grazing it with a feather duster, I would be annoyed at the shoddy manufacturing by the manufacturer. Similarly, if a pair of shoes that was one week old was to rip at the seams like an old scar, simply by walking and lightly grazing the pavement, I would be similarly nonplussed, to say the least. I hope THIS analogy helps put things into perspective for you. But it's hard isn't it Damian, much like your shoes, you can't fix stupid.

Edit: dear readers, Damian has resorted to threatening legal action, as a bullying tactic to try and get me to take down my review. Here's his letter to me - how he has this much time to run his 'business' and do this is beyond me. Trust me, he's one gaslighting guy who won't seem to go away. Also, note his case in point regarding his condescending tone - just read his patronising response to this post.

Dear Bilal,

I hope this message finds you well.

We are writing to formally address your recent communications regarding our brand, specifically the defamatory comments shared in your review, and the accusations made about the quality of our products. We are deeply concerned by your actions and wish to outline the seriousness of this matter.

In your email, you acknowledged that the damage to your sandals occurred when you scuffed them on a pavement. After we informed you that this is not considered a manufacturing defect, you responded by posting negative and malicious reviews, which have harmed our brand. While you may believe that a product's price point should offer protection from damage, we respectfully disagree. Accidental damage, as in this case, is not indicative of a manufacturing flaw, and our terms and conditions clearly outline this distinction.

Further, you have openly stated your intention to post additional negative reviews on social media, aiming to damage our reputation and standing in the marketplace. We must stress that these actions, combined with your admission of responsibility for the defamatory review, are being taken very seriously.

Additionally, your threat to file a chargeback with your bank for products that are in your possession constitutes fraudulent behavior. This could have significant legal consequences, particularly since you have acknowledged the damage to the product was not due to any fault of ours but rather accidental.

Our legal team has advised us to contact you before escalating this matter further. We kindly request that you remove your defamatory review and cease from posting further negative, false, or misleading comments about our company. We have flagged the review with Trustpilot and other relevant platforms but prefer to resolve this issue amicably.

Failure to comply with this request will leave us with no choice but to pursue legal action to protect our brand and reputation. We trust that you understand the gravity of the situation and that you will take prompt action to resolve it.

Thank you for your attention to this matter.

Kind regards Damian

EDIT:...

I have travelled to Embassy Store in Camden with the intention to try the shoes for sizes as I am a wide fit and was worried that their oxfords will be too narrow. I was greeted in a friendly manner straight from the door by a charming young gentleman called Felice who has offered to help me. He was a true sport and has advised me honestly and knowledgeable. He has never made me feel that he is annoyed by my many requests for different shoes or sizes. I have looked at both black shoes for work and colourful for my personal use. I have managed to find both with Felice’s very kind help. Embassy shoes are not narrow as I have been worrying. I am a female, size 8 wide for most shoes and these shoes were a good fit and true to size. The Artisan shoes with the thicker platform also have a slight arch support which is just what I need with my flat foot problem. The shoes are very comfortable to stand through an 11 hour shift! Highly recommended!! The other shoes that I purchased are the Hatter boot in Red/Navy. They are stunning and good size for my wide feet. However, I haven’t tested them yet for a whole day of running around enjoying life but the leather feels very soft, boot comfy and supportive so I expect I will love them! I love the unique and luxurious craftsmanship and designs of Embassy London shoes and I love that they are also so well reflected in Felice’s customer service. I wholeheartedly recommend this store to anyone and if ever in doubt ask Felice for assistance. Thank you Embassy London and Felice, I am...

We visited the Embassy London store with my mum a few weeks ago and we are beyond impressed. The quality of the shoes is excellent, prices were good for the quality you are getting and we had the most amazing service and in-store experience. Felice was a delight, it was a very busy day but he made sure we were looked after, bringing us options and even stayed late after the store closed until we had found the right shoes. Despite the store being really busy and at closing time, the service did not feel rushed at all, Felice took the time to look after us properly. He really went above and beyond and we both love our purchases! Thank you Felice we will...