Russell and Bromley Shoes

So 22nd December I visit Russell and Bromley Marble Arch to purchase two hand bags for my Girlfriend, after taking the bags to the till I’m served, I pay out the nearly £600 for the two bags, when I’m handed my receipt, I ask for the gift receipt, only to be told that the sales person could not issue one now, was then told we can do a refund but it would take 3-5 days for the money to go back on my card, but then I can pay for the items again which they would take the money straight away, at this point the manager came over and basically said the same as the member of staff, during the conversation I viewed my option that I felt the member of staff to be incompetent, as if they had better staff training as a matter of course they should ask if I would like a gift receipt especially at this time of the year and a male buying two handbags, at the end the manager was more concerned about their member of staff than trying to help the customer, so I’m now left with two handbags and no gift receipt.

My advice to anybody reading this if you don’t have to shop at Russell and Bromley then don’t, I’m now left knowing that when my girlfriend opens these on Christmas Day, plus also every time I see my girlfriend with either of these handbags it will remind me of a discussing horrible shopping experience, which also cost me nearly £600, if that manager worked for me she would have her P45 by now, so much for customer service.

I purchased shoes and wore them. Within a couple of hours I had bloody blisters on 4 toes. I asked to return them and they said they had to send them to the home office. Since I live in another country, I said I wasn't certain this would work. They assured me they would return the shoes. They have decided, despite the significant injury to my feet, that I need to keep the shoes and now they want to charge 35 pounds to return them to me. Do not purchase expensive shoes from them. They do not stand behind their merchandise...and lie about their processes and policies.

Will certainly never be purchasing another pair of shoes from r&b again. After spending £185 pounds on a pair of loafers my feet were left with blisters covering practically my whole feet!! Very painful ! I took the shoes back to the store in hope of a refund and was rejected and told that it was my fault for choosing the wrong size even though the staff recommended the size I bought was the perfect size for me. It was nothing to do with the size but the material ! Been over a year since purchasing them and have been trying to break them in ever since but still won't stop rubbing my feet! Painful and rude experience, would not recommend.

I bought a pair of boots which cost 400 . A pair I wanted for months and finally persuaded my husband they would be an 'investment'

I have worn them to work only but something plastic which is inside the toe area to reinforce had obviously crushed and pierced a hole through the boot! I was told to send them into the head office which I did and received a really rude and nasty message telling me this was damage I had caused ! I work in an office based job. I do not kick things and would always examine my boots if I had bashed them!! I was told I could send my boots back for a second opinion!! I feel really angry that they are accusing me of causing the hole! If this was the case I really wouldn't be sending them my boots in the first place and this is certainly not the quality you would expect from a pair of boots which have been worn around 20 times for the cost of 400!!! I would never buy from them again!!

I have often bought R&B shoes and used to reckon them a very good mid-price manufacturer. The leather quality was always good compared to cheaper brands. However, my latest buy has changed my opinion.

In January 2016 I bought a pair of Guildford style Chelsea boots.

The styling and fit are good, but the dye quality of the leather is very poor. They noticeably scuff overnight almost by looking at them and require constant polishing.

This is not what I expect for £165 when I could buy a very similar pair of boots from somewhere like Clarks for half the price.

I have been wearing flat shoes for 12 years almost and 2 weeks ago i bought a pair of flat shoes from them. I tried to soften it before wearing but after 20 mins wearing it outside. It hurted my heel and started bleeding as too uncomfortable material. I returned it to the shop and explained to them. They even dis not look at it and insist on that was my fault not choosing the right size. I told them that u bought it for myself in the store and tried it on before buying so it cant be not my right size but too hard material. They sent it back to the factory to check and 2 weeks later sending me a letter to say that it wasnt their fault again and asking me to wear it more often (they called it "offer"). How can i wear it again when feeling painful and bleeding. THiS IS THE WORST CUSTOMER SERViCE i have ever dealt with so please avoid them. How can you know its good or not until u wear it on and they said i Should have worn it inside my house 1hour each day. This is ridiculous suggestion i have ever heard. Im not a model or too free to do that everyday. Most disappointed ever with this brand.

I have to buy Russell and Bromley shoes as they are the only shoes that fit me well. They are over priced, but there are plenty of styles to choose from. Sizes vary greatly within different materials of the style.

Well, I now want to buy a couple of pairs of waterproof boots, one long one ankle, and Russell and Bromley Canterbury and Bluewater seem to have a good selection of Aquatalia boots. I don't need just another pair of boots - I need a pair that I can wear if I get caught in the rain, not hiking, just shopping- need to walk quarter of a mile perhaps - and I can confirm that their 'normal' leather boots will not stand up to this. The staff cannot/will not answer my question - 'can I wear them in the rain?' They tell me they are 'weatherproof' What is 'weatherproof'? If they know, then they are not sharing with me. My snow boots are weatherproof! They should be able to answer this simple question - surely the company does not just buy in a specialist boot without giving information to the staff? I asked for a leaflet so that I could read for myself - not available. They suggested that I look on line- I suggested that they did that, as I had already tried - said they had no internet connection - which is odd, because they have always been able to order a pair of shoes in my size...

I want to spend money, but they are making it so difficult that shopping is a chore rather than a pleasure. Is it can't be bothered staff? Or is it a company that won't share any information with the staff in case of customer complaint?

Beware: they will not even exchange sale goods:

I made the mistake of buying a pair of shoes in the Russell and Bromley sale. I bought what I thought was the right size but when I got the shoes home they were too tight. I have been told I am not allowed to simply exchange these for a larger size. I found the staff in the store intimidating, the way they challenged me and looked at me like I was a shop lifter. Customer Services is totally not interested in resolving problems or promoting goodwill either. I will NEVER buy from this store again. They are so behind their competitors in terms of customer service.

The toe leather on my pair of £225 Oxford F work brogues bobbled after being exposed to rain and then dried. No problem I thought; they present themselves as a quality brand so their customer service should be good...? Unfortunately not. Apparently their shop staff reject the idea that it rains in London and that the water damage to my regularly treated, polished and cared for shoes was somehow my fault. Escalating the problem to their head of customer service (Jason Bleasdale) didn't help as he held the party line that getting the shoes wet was my problem and that their shoes are not built to withstand any water. Finally I escalated my complaint to the head of retail  who was useless in exactly the same way, informing me that their product couldn't possibly be faulty because he said so. With no-one left to escalate my complaint to I will be complaining to the original manufacturers (Barkers) and an ombudsman, but why should it take these steps for someone to recognise that a shoe that becomes damaged from rain is not fit for purpose in London?

I will be avoiding R&B going forward and will not be recommending them to anyone, ever. The prices are premium, but their merchandise is not and their customer service is frustrating and defensive.

Bought a pair of shoes for £255 but after a few months they split, came away from the soles and the sole wore through. I took them back to Bromley branch and was told

1)that they looked like they hadn't been properly looked after (they had)

2)that they'd been worn in the rain (they had - but surely that's not unusual for a pair of shoes

They've been sent back to Head Office now - goodness knows why.

The sales assistant was unhelpful and verging on the rude.

I'd expected better from a shop like Russell and Bromley and from a pair of shoes this expensive.

Dreadful experience. Don't shop here.