Branch 309 www.branch309.co.uk

I ordered my size in a shoe, however, when it arrived it was small for the size and rather narrow.

I phoned their customer service and was told I could send it back for a refund, but would again have to foot the bill for the postage (so would pay £7 for nothing). I said I didn't think it was acceptable, but he said it was because they were a discount company (so obviously I was some sort of cheapskate!)He said I had a year however to return goods (?)

I have since discovered what this representative told me had no legal truth, and as the goods were technically faulty I could have had both the cost and postage amount refunded. It is now sadly out of the 14 day period for this thanks to me being misled. I feel as if I have been cheated out of my rights by misinformation.

As far as I am can see, this 'year to return' means people will hang about like me (not knowing what to do after being misled) and they will only find out their legal rights after it is too late.

Don't want to use this company again understandably.

Fantastic company.I have purchased three or four times,great fast efficient service,high quality footwear absolutely recommend to everyone I know. Will be back.keep up the good work x

I ordered 2 pairs of sneakers, they were amazing. My delivery came fast and I didn't wait for too long. Great site as well

I ordered 2 pairs of sneakers, they were amazing. My delivery came fast and I didn't wait for too long. Great site as well

I ordered a pair of Ugg boots, the next day I got an e-mail informing me that they do not have the boots, therefore they have cancelled my order. Also said that they haven't charged my card as if that was a massive favour they did for me.

my first experience with 309 branch. just receive the pair of trainers that i have ordered, have nothing to complaint the service is good, delivery on time, also contacted the customer service via email yesterday and they gave me a prompt response. ***** recommend!!

Had bought a pair of Ted Baker shoes 1.5 years ago elsewhere, enjoyed them big time, so decided I wanted the same pair again. Branch309 had them in stock with a £30 discount on a £100 price, so paid £70 for them. Had to pay £15 for shipping to Holland from the UK, fair price, though not too cheap, I think. Two days after having placed my order, I happily recieved my parcel! Snap, that's fast! Got exactly what I ordered, so no complaints. They fit great, of course, they're exactly the same size as my old ones.

So four stars for now, might turn it into five if I have a great experience with them again.

I really liked a pair of shoes and I already paid for it, but somehow three days later they cancelled my order and said "we are sorry" we ran out of stock. I am not happy with it. if they can mange the stock system better, they can be much better, but in general I like this company.

I purchased a pair of sand colored mini uggs in the ex display section on the website , they stated the right boot was "discolored" so they were £42 i also had to pay £3.50 delivery. they arrived really quickly (2 days later) and did not look discolored maybe only very slightly! very happy with the service and my boots they are rrp £130 after all!

This is now the fourth order I have made with Branch 309 and until now I have had no problems.

The latest order ended up being a faulty pair of boots with rivet heads coming off within four days of light wear. Since ("refundable in the event of a fault being acknowledged") return shipping would have been expensive I offered high res. photos of the problem stating that it would be possible to have them repaired locally rather than pinging them across Europe to find the same thing out. A partial refund to cover new rivets would be more acceptable and cheaper for everyone.

Turns out that the returns policy is immutable and the CS department inflexible. I then suggested that they check the remaining stock of the product for the same problem as the issue exists on both of my boots. Nothing. Just consistent "you pay for return shipping so we can inspect them" boilerplate response with no mutual negotiation! I hate that. Why have a customer service team when the responses are cue carded?

The situation is still unresolved. I stated my consumer rights under the Sales Of Goods Act 1979, specifically section 14 where the consumer has the right to reject goods within a reasonable timeframe if the product does not meet what a reasonable person would regard as of satisfactory quality. Branch 309 refused to even ACKNOWLEDGE that consumers have these inalienable rights and insisted that I pay to return the boots (which would waive some of these rights, incidentally).

Falling apart after four days. That is certainly reasonable cause.

Poor returns policy. Poor customer "service". Great products, great prices. Just hang onto your pants and hope nothing is wrong and you don't have to deal with their unhelpful customer service department.