BSTN Store Reviews 11,947

I placed an order after the checkout page explicitly confirmed that the total price was "Incl. duties and taxes." I have a screenshot of this confirmation from the moment of purchase.
​Despite this, I was hit with significant additional import charges and handling fees upon delivery. When I contacted customer service, they refused to honor the terms shown at checkout, pointing instead to a separate policy page that contradicts the information provided during the payment process.
​To make matters worse, after one initial refusal to help, the support team has now stopped responding to my emails entirely. It is unacceptable to mislead customers with "all-inclusive" pricing at the point of sale and then ignore them when issues arise. I am now forced to resolve this through a bank dispute. Be very careful with the pricing shown in their checkout.

One of the Best Stores for Sneakers and streetwear. Everything is so easy there—ordering, returns, and support requests. This is my favorite place to shop.

BSTN has the hottest sneakers and clothing from exclusive brands to casual streetwear and they host fair raffles for limited releases.
Always save and prompt shipping.

Everything was as expected, no issues with any of the orders so far. Keep it up

Hi.
DO NOT BUY FROM THEM:!
I have received shoes, which has a error, which I claimed. They offered me 15% discount, but I do not accept, I want to have new replacement shoe. But now they do not answer back to me.
I have written to them every day, still no answer.
I hope they will come back to me with solution, so I can have new shoes, which is in perfect condition.
Order no.:22000057204

I do not recommend buying from this shop, I have the same experience as many other reviewers, the customer service simply does not communicate. I've had an issue that the order amount I paid was 15 euro more than expected. I've sent an email in November and chased regularly, now 5 months (!) later I've still not received a real response. I did receive the product, so be aware that you are making a gamble - as long as things go well with your order, you should be fine. As soon as there is any problem, it will NOT be solved. You take the risk. I stopped buying from this unprofessional shop since, as I'm not willing to take this risk.

Slow delivery, just don't contract DHL

I had a very disappointing experience with BSTN.

I returned a bag the day after receiving it, following their return procedure correctly. According to the tracking, the return was successfully delivered to their partner hub on February 24th.

Since then, I have not received any refund.

After contacting customer service, I was told that although the parcel was delivered, their partner hub “could not confirm it” and that an investigation was ongoing. However, it has now been almost a month with no update and no refund.

This is unacceptable. Once a return is delivered, the refund should be processed within a reasonable timeframe, and internal logistical issues should not affect the customer.

At this point, I have been forced to escalate the issue through my payment provider.

Very disappointing experience — I expected much better from a company like BSTN.

Smooth delivery
Keep the good work and the people happy 🫠

Very disappointing experience – I cannot recommend this store.

The shoes I received were clearly not in new condition. There was dirt and even a small stone in the sole, hair inside the shoe, visible wear on the toe, and the fabric was wrinkled. This does not meet the basic expectations of a new product.

I followed their instructions and attempted to contact them through their website form immediately after receiving the package. However, the form simply did not work, despite multiple attempts from both phone and computer. Because of this, I had no other option than to contact them via email.

I picked up the package on March 12th and contacted them on March 14th, which is entirely reasonable. Despite this, they responded with the following:

“Hello,
and thank you for your email!

Unfortunately, we must inform you that in such cases, it is necessary to contact us immediately upon receiving the package.

In your case, this did not happen, and since you have had your package for quite some time, we can no longer verify whether the item arrived in this condition.

Therefore, we must assume that this is your own fault.

Thank you for your understanding.”

Shifting the blame to the customer in a situation where their own contact system is not functioning is not acceptable. Even more concerning is that after I pointed this out, they chose not to respond at all.

This is not just poor customer service – it raises serious concerns about accountability and quality control. Based on this experience, I would strongly advise others to think twice before ordering from this store.

Topnotch - and have been for years.
Dont hesitate to shop: fast international shipping, great assortment and good service

EDIT: BSTN flaggend my review as harmful. Are you Joking?

Trustpilot's review:

We're following up about your review of bstn.com, which was flagged for containing harmful or illegal content.

Our decision

We've assessed your review and concluded that it follows our guidelines. That's why we've now put your review back online.

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This store is trash. Nice photo's nice shoes. But when youve got an issue they are not responding at all. Ive been waiting for a reply for over 20 days. Even through DM on instagram you cant get in touch.

Dont recommend at all. Utter trash

100% recommended

Wrong item in bag with correctitem number, customerservice unreachable.
Have to pay 10€ to return= not cool.

I sent back a pair of Adidas EVO SL running trainers to BSTN because the left shoe developed a hole at the front. BSTN provided me with the shipping label to return them for inspection, which I did promptly.

It’s now been nearly a month, and I’ve still had no communication at all - no acknowledgement of the return, no update on the inspection, and no refund or replacement. I’ve emailed several times and used the contact form, but no one ever replies.

It’s extremely disappointing to receive zero customer support from what’s meant to be a reputable retailer. Please get back to me

You send me a used paire of shoes and all they cand do is a 10% code . Not very professional

Order not despatched - now 3 days later they e-mail to say my order is delayed - but still on't give me a date for despatch and receipt. meanwhile i'm being bombarded with marketing spam e-mails with 4 or 5 coming each day. Concentrate on despatch and delivery and forget CRM marketing e-mail carpet bombing!! Inefficiency in a German business - what's the world coming to???

Very please with my order product great

Great company great products great service

Customer service was responsive and helpful in handling my request. The team remained professional and followed up on my case until it was addressed. Communication was clear and they took the time to review the situation properly.

Overall, I appreciate their support and the effort made to resolve the issue with my order