Casadei Reviews 79

It is very shocking for a brand that is very well established and high quality can have such a horrendous customer service. It is becoming more like a scam even shopping directly through their website. The item is listed for 50% OFF on the website, but the final payment was a full price. The customer service team refuses to honor the discounted or cancel the order. This is completely false advertising and deceiving to get you pay first. Please stay away from this brand.

Awful customer service - the shoes never made it to me as they were stuck at customs. I received a refund for 7 of the 8 shoes I ordered. I’ve contacted customer service 5 times in several different forums and have received no response. I will keep contacting them until I receive my entire refund, but for such expensive shoes the customer service should be impeccable.

Beautiful shoes, but terrible customer service – very disappointed

I bought a pair of Casadei heels 8 years ago. Yes, I understand that it’s been a while, but I recently reached out to the brand asking for help with a small repair — the heel needed to be replaced. I wasn’t expecting a free service. I simply asked if I could purchase a replacement heel or pay for a repair through their service.

Unfortunately, I was flatly refused. They told me I had to go through the original retailer — who also declined to help. No support, no solutions, just a cold "no."

For a brand that charges premium prices and presents itself as high-end, this kind of customer service is honestly shocking. It shows a complete lack of responsibility or care for loyal customers. The shoes may be beautiful, but the experience left a bitter aftertaste. I won’t be buying from Casadei again — and I would advise others to think twice before spending that kind of money on a brand that doesn’t stand behind its product.

Everyone, do not buy any products from the CASADEI website. They charged me a total of 1253 euros, but CASADEI only refunded me 993 euros. I will never buy their shoes again. Furthermore, I will go to every social media platform to warn all consumers not to purchase their shoes anymore. CASADEI is a scam website.

This has been by far the most disappointing online experience I’ve had. Their products are amazing so is their in-store shopping experience. The on-line shop on the other hand is lacking support and transparency. You pay by default express shipping then you have to chase customer service for updates. My order has been placed more than a week ago and is still processing. I have already contacted customer service three times with no clear response on the progress of the order.

As a first time online shopper with this company I wish I have read the reviews prior to my purchase. It gets more frustrating once you go through the rest of the reviews.

This is a hard guess but most likely there aren’t enough internal resources /support required to make the online channels successful hence no seamless shopping experience. So my advice is to avoid the online shop until they decide to take things more seriously.

- EDIT -

After my last contact with customer service my order was processed, shipped and arrived within 3 days. The shoe box was meticulously packaged and the express shipping was refunded.

I made an order on the 7th of Dec and I paid for express shipping (53€!!! never paid so much in any other shop) to receive my things in 2-3 working days. You kind of expect things to move for that sum of money.
So far the order is still being "processed" and no movement, I spent over 1700€, which is a lot.
I tried to call customer service, the call did not even go through and when I wrote and chatted live, they said that there is a slight delay and they will contact the warehouse but still nothing has changed.
I don't understand, never happens with any other webstore. I ordered from Casadei couple of years ago and there was no problem.
Update 16.12.2024. Contacted customer support again and I was told that as they don't have this product any more, my order was cancelled, but I checked and the product is available on the website. They just lied. I did not get any email about the order being cancel and any normal explanation. What kind of people are working there? I asked if it can be shipped that they actually have it but they told that I must make a new order? What is this?

Following on from my previous review beloe, Casadei have just cancelled an order for an item that I have now ordered 3 times.

Each time their website said the item was in stock. After the 2nd cancellation, I left a review on here.

One of their representatives (Sam) actually called me on the phone to apologise for the situtation and explained that their stock system wasn't working properly on the new website but confirmed that the boot was in stock and asked me to order again.

That was over 10 days ago. Yesterday, with no progress visible on the order, I emailed to ask why they had not yet been dispatched.

Today the order was cancelled.

I won't be placing the order a 4th time.

The products are nice enough but the customer service team are an absolute disgrace.

They take ages to respond and when they do, the response is useless.

They couldn't find their own arse with both hands. They are incompetent.

If you do order from these guys then you'd better pray that nothing goes wrong. Because if it does, you are in for a very slow and frustrating experience.

I wish I had read the reviews before I actually purchased the shoes, initially I would have purchased from an outlet like Outnet or YOOX as they sell their shoes there. I probably would have had a better overall experience.

It was my first time purchasing their shoes, they are beautifully crafted shoes but the employees, company, management or whoever is running the show down there cannot even get the bare necessities right.

The packaging my shoes arrived in looked like it was kicked to my front door and the presentation of the actual shoe box was deplorable.
No care at all everything just kind of thrown in and I had an unusually large amount of the wrapping tissue placed inside. I’ll be using them for my Halloween gift bags.

Customer service is useless. Took longer than 48 hours to respond and my query was so simple that I ended up answering it myself and providing them with a suggestion (this is before ordering the shoes) - that should have been my first clue!

I realised they’re probably too busy responding to all the daily, if not hourly complaints they receive.

Anyway, I digress, the shoes are cute but everything else is a huge, colossal thumbs down.

I order a pair of expensive boots on 14.10.2024, still today I have not received an order confirmation, no email nothing from them, the money is reserved by them on my card. I keep sending them emails pointing out where is my order and talking with their support and I get no help. They say we see there is a problem and we are dealing with it wait or 48 hours its been 10 days now. I should already have my order, no explanation, no order no email nothing. I even keep asking them am I going to get the boots I ordered cause I need them for an event and they cant even tell me that. The worst designer product buying experience, I am very upset.

Worst customer service ever!
Never experienced this from other brands. As one reviewer wrote: "These guys are a bunch of morons. No one ever reads messages properly. They are totally useless."

They charge £16 for shipping. If you buy multiple items you are charged £16 each. Doesn't matter if you buy many stilettos they still charge you. So cheap. No other luxury brands charge for shipping. Casadei simply is not luxury then.

Tacky tacky tacky!!!

I ordered two pairs of shoes from Casadei, I returned two pairs of shoes to Casadei. FedEx delivered two pairs of shoes to Casadei - proof of delivery is available on the FedEx website.

Casadei confirmed they have received my returns. However, several weeks and several emails later, I still haven't received my refund of £447.50.

And all I'm getting now are automated replies. I suspect this company has ceased trading. I wish I'd read Trustpilot reviews before placing my order...

If this company are still trading, I don't know how. They need to be blacklisted.

I placed an order on 27th January and stil not received the products nor the refund.
Due to an error from their online department and their refuse to take responsibility, I am today, one month later, in this unpleasant situation with no products and the money taken. After several lies (the products not in stock, checked on the website and they are), back and forth with customer service with no resolution, I was forced to place a complaint at the European Commission. It's highly possible I will have to resort to legal as well, as this scam cost me somewhere over 300 euros.
I would rate this company with 0 stars if possible, as I have never in my life encounter this level of unprofessionalism and taking advantage of people.
Shame on you for not taking responsibility and for poor management of sales!!!

Bought casadei blades and the metal heel bent after only wearing twice inside the home! I'm a size 12 so certainly not a heavy woman. Even so they should never bend doesn't matter what size you are!!
Absolutely horrified and customer service said they would fix them and decide if I should pay for them to get fixed! Never again!!

They are by far my favorite luxury shoes. They’ve lasted me years with regular wear and their customer support and care is incomparable!

I haven’ t received refund for order EU-00823412 which I returned in October 2023. Return has been accepted on 06.11.2023 (after it has been delivered in the Warehouse of Casadei). (The reason for return , was that the shoes were to small. I ordered (new order) and paid with cash for the second one, the bigger size.)
I paid twice. I have only one pair of shoes and I never received refund for the first one.
I Write many e-maila and made a lot of calls. Service Casadei answered many times , that they have placed an urgent refund request and expect it to be promptly issued.” .
But nothing Happen. It looks like a fraud.

Absolute fraud ! Do not touch this company , it’s pure authentic italian fraud! I placed an online order , got charged for it and after 5 days having not received any updates I checked the website only to find out that my order has been cancelled . Got in touch with customer service and they confirmed that they do not have the goods , they were sold out at the time of me placing the order but I should wait for the refund ‘in the next following days ‘

Shocking! Purchased a pair of shoes size 41, however after receiving them, they fit a person with size 38. I have shoes made by different brands however never such a big difference. When contacting by email I have had to deal with an appalling and very rising customer service.

I placed an order for boots as a gift to a friend and it and we arranged to meet up to give her the gift then. However we have had to cancel the meeting till the 29th. Therefore I requested that Casadei send the boots directly to her rather than myself. They had not shipped the package but said they could not change the address after the order was placed. However they would let the courier know the change of address after it was given to them. They never did this and the boots have arrived at my house. I have requested an extension to the return period to the date just after I meet my friend as I could then return them if there was a problem with the size. Today they refused to do that. Totally unhelpful support and complete ignorant of the problem and the fact if I did return them it would only be to get a size that would fit properly.

NO COMMENT! 👎