A. Soliani — Local services in New York

Just want to share my positive experience about your customer service. I ordered boots and had to return them. I sent several emails as I had questions about the return process. My emails were answered in a very timely manner and the rep was very helpful. I sent the boots back and requested a gift card and the card was received within 2 days. I'm going to re-order the boots when they come back in stock. The boots are so beautiful extremely high quality leather. I have 2 pairs of shoes and the quality is so luxurious and they are extremely comfortable. I usually have a hard time finding comfortable shoes. Definitely will be a...

Appalling customer service. Think carefully about ordering if you’re not in America. If the shoes don’t fit, you’ll be offered store credit subject to a re-stocking fee - which apparently covers postage, even though I paid for the postage, at £38 each way.

The restocking charge was quoted as £9.95 on one email, and 15% on another ! So what’s the 15% for if it’s not for the postage? Placing the box on a shelf and selling them again ?

In summary, including the postage, I’ve lost the best part of £100.

Total joke of a greedy company. AVOID & report...

I strongly recommend adding delivery insurance when ordering online. I was excited to purchase my first pair directly from the brand, but unfortunately, the package was stolen from my porch. When I reached out to customer service, I was told that because shipping insurance wasn’t added at checkout, they couldn’t offer any support or reimbursement.

While I always try to shop directly from brands, experiences like this make me reconsider—especially when larger retailers typically provide more protection in cases like these. Sadly, I’m now out $220 with...