russellandbromley.co.uk

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.

How sad I am to write this!. I have several pairs of the Chester loafers, 3 in nubuck and 1 in brown calf leather. All very comfy to wear and have become a stable wardrobe piece. The leather ones however, have a problem with the fringe and tassels that all curl up. So, whilst buying another pair I asked the sales assistant to be told it was a common issue and that a secret stitch could be put in to help solve the issue. So, on return to my local store, I asked again to be told it needed hot glueing. In reaction to my point that luxury shoes with a price tag of in excess of £200 should not have a common problem, the sales advisor informed me her daughter had several pairs and just put elastic bands around them when not wearing. After much dialogue with 2 stores, customer service and now head office, the same advice stands. Its the wearers foot that pushes the leather when it bends so to help the problem put elastic bands around them!!!! Shoes with a price tag of £215 need to be kept with rubber bands on. Are you kidding me???? To add insult to the issue, they refuse to send my shoes back to me after their inspection and have decided I need to return to store to collect my curled up expensive shoes. If I knew several hundred pounds ago, the advice from R&B would've been so sub standard, I would stayed with much cheaper high street brands that seem to hold their shoe shape and many of which have much better customer service. Luxury brand unfortunately built on substandard management team and very poor customer care. Perhaps that can be made better with rubber bands!

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

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

Bought a pair of brogues, both shoes started to creak next day. This is not you expect for 275 quid. Though I must admit this is rather an exception as I used to buy 5 or 6 shoes from R&B within past years.

Russell and Bromley have sold for £225 a handbag lined in cheapest plastic and pretended to offer exchange but became rude and aggressive in the extreme wh3n asked to honour their promises. Dreadful behaviour and they have lost myself and family as customers. Never even if it was free would I go into their stores again

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 ?

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.

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

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.

Very poor customer service, 3 faults with my new boots what have not been on my feet yet , will never buy again , 0 star really

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

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.

I wanted a pair of shoes in the sale and the Edinburgh shop didn't have my size, so they called around a lot of the other shops across the UK until they located a shop stocking my size of the required shoe!

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