Dr. Martens Reviews 

**Title: Returned boots delivered, but still no refund or human resolution**

I am extremely disappointed with how Dr. Martens has handled order #25153237.

Dr. Martens authorised my return and supplied the return label. I posted the unworn boots on 1 October 2026 using Royal Mail Tracked Returns 48. Tracking number VX540374296GB confirms delivery on 5 October at 7:23am.

On 9 October, Dr. Martens confirmed in writing that my £132.30 refund had been processed and would arrive within 3–5 working days. It never arrived.

Their later AI-generated response then contradicted this, claiming the return had not been received and no refund had been processed. They even provided tracking for the original January delivery instead of my October return.

Despite numerous emails, calls, live chats and cases #02149446, #02162649 and #02177825, I still have neither the boots nor my money. My requests for a clear response from a human adviser have repeatedly gone unanswered.

I am asking Dr. Martens to review the evidence, locate the delivered return and either pay the promised £132.30 refund immediately or return my boots at no cost.

This has been unnecessarily stressful and time-consuming. I will update this review if Dr. Martens provides a genuine human response and resolves the matter.

I had purchased a pair of boots last year in Nottingham. Unfortunately, the top of the boot showed signs of cracking within 6 months and thus surprised me, as I have Dr. Martens boots that are 10 years old and look good.

I contacted their support, it did take a while to get the boots sent off and inspected. After enquiring after a few months, I was referred to Saba who was very helpful, and I was offered a value exchange for any of their boots (the ones I had bought are no longer available). Saba was fantastic, thank you for your help.

Hello! I just wanted to share how happy I am with the customer service I received!!

There was a problem with the delivery of my order.. so I contacted both the courier company and Dr. Martens.
Eli D. was absolutely amazing! I was honestly about to cry because I really needed my order to arrive before my trip…and he completely understood my situation and did everything he could to make sure I got my package in timee!

I honestly can’t thank him enough! His help meant so much to me and really made me feel less stressed about the whole situation :)

I’ve ordered from Dr. Martens before and I would definitely buy from them again and recommend them to others
I also wanted to share my experience because I think great customer service deserves to be recognised!

Dr. Martens, you should be proud to have someone like Eli on your team! I really hope you get to read this, Eli. Thank you so much again for everything! ❤️

Terrible customer care. I bought boots of the website. When they were delivered I put the right one on to try it. The was a cult in it and a hard ridge of something was sticking through the inside of the boot. I hurt my heel and Achilles. I reached put to Dr Martens just to tell them it was damaged and enquire how to return, twice! Both times the chatbot said someone would get back to me. They didn’t bother. Crap service selling faulty goods.

I grew up wearing Doc Martens. Bought a pair of gold ones and found out fast what people online have been complaining about. The mass production has led to crap quality. I’ve worn them for three weeks and everywhere they bend, the gold flakes off like a sheet. They won’t do anything about it. I’m done with this brand. They’ve lost their credibility with me.

Wanted to leave a review for Toby at the Camden Market store. I walked in with my oxblood church boots on (which I hadn't been looking after) and he couldn't let them go in such a bad state so waxed them for me! Fab to meet someone genuinely passionate about the shoes. Made the experience one to remember and my dad left with a pair of churches too!

Great brand and product. Love the new improved website.

I’ve been a devoted Dr. Martens wearer since I was 14. That’s over 20 years of wearing Docs, and in all that time, there has hardly been a moment when I didn’t own a pair for everyday use. I wasn’t just a customer. I genuinely loved this brand and what it stood for.

Watching what Dr. Martens has become over the past few years has been genuinely heartbreaking.

This was once an iconic brand built on rebellion, rock ’n’ roll, individuality, and, above all, good-quality, comfortable footwear. Docs had character. They had attitude. They meant something. Today, the brand feels like a hollow corporate shell, churning out overpriced, mass-produced garbage while trading on a reputation it no longer deserves.

The quality has become absolutely appalling.

A $250 pair I bought in Las Vegas split after its very first wear. When I contacted the Stockholm store, I was told they couldn’t do anything and that I would have to send the boots back to the US, where I had purchased them. Apparently, spending $250 on a pair of boots that literally fall apart on day one is now just a customer problem.

A pair of loafers I bought in Stockholm ripped after a month. They were replaced under warranty, only for the replacement pair — supposedly the same size — to run so small that they were practically unwearable.

Then there’s my pair of 1460s, which split right at the crease. On closer inspection, the material looks nothing like the leather Dr. Martens used to be known for. It feels like the cheapest grade of grain leather covered in a layer of polyurethane. No amount of leather conditioner or balm can fix what is fundamentally a material-quality problem.

And the customer service? Just as disastrous.

The Stockholm store has closed, and the customer service experience has been a complete joke. I reached out asking for help and was promised a response within seven days. Fourteen days later, nothing. My messages are being ignored. When I finally managed to speak to someone on the phone, I was told I’d receive a response within three days. Five days later, still silence.

So here we are: falling-apart boots, questionable materials, shrinking sizes, closed stores, and customer service that can’t even be bothered to respond.

Dr. Martens has become the very embodiment of everything that’s wrong with modern corporate consumer culture. Take an iconic product with decades of history, strip away the quality and authenticity that made it special, slap the familiar logo on it, charge a premium, and hope that brand loyalty will keep the money coming in.

Well, this customer’s loyalty is gone.

What makes this particularly disappointing is that I remember what these boots used to represent. Rebellion. Rock ’n’ roll. Independence. A refusal to conform. Now, the brand seems to represent the exact opposite: soulless commercialisation, corner-cutting, and disposable products sold at premium prices.

Everything I loved about Dr. Martens has been reduced to a memory. The irony is almost impressive: a brand that once stood for rebellion has become a perfect symbol of the corporate machine that eventually commercialises, sanitises, and destroys everything it touches.

Dr. Martens isn’t just selling worse boots. It’s selling the memory of what it used to be.

And honestly, it’s hard to think of a better example of how something authentic can be turned into overpriced corporate crap.

More than 20 years as a loyal customer. Multiple pairs. A lifetime of good memories. And now, not a single reason to buy another pair.

Never thought I’d say this, but I’m done with Docs.

I would like to thank Marcos G, EMEA Customer Care Advisor, who dealt with my request under FORLIFE guarantee scheme. I greatly appreciate your understanding of my unique request and honouring it. It means a lot. Great, fast and courteous service.
Thank you, Marcos!

I’m very satisfied with the customer service. Although I experienced problems with my delivery, the support team handled the situation professionally and did their best to resolve the issue. They took my concerns seriously and made sure that everything was settled fairly. I truly appreciate their understanding, responsiveness, and commitment to customer satisfaction. Thank you for your excellent service!

Visited the store by Spitalfields Market, London, primarily to look at boots for our youngest (22!). It's a smaller shop than the one on Oxford Street (that we were originally planning to visit). It was quiet for a Friday but a steady stream of customers. All greeted, as were we, by Lexus the shop assistant or manager. He was the embodeiment of true customer service, and when we decided on buying shoes for me, he offered really useful advice, patiently waiting while I tried on various types and sizes. We went with his recomendation and left the store feeling like a valued customer.

Absolutely great service online. Sorted my query out quickly and professionally. Thanks to Marcos G for all his help. Very appreciated.

Contacted Dr Marten customer service UK, the service was excellent, quick response to my queries and really helpful. Big Thank You

I noticed a price drop on my Doc Martens within my return period, and Marcos from customer support quickly arranged a price match refund instead of making me return and re-buy them. Really smooth process!
And lovely shoes, of course.

One of the best customer experience I had. Dr. Martens customer care team, Chiara in my case, treats the customers and warranties with a lot of respect. For sure will buy again their products as their after sale is that good as their products.

Garbage company. I ordered a simple key ring with pouch for $50. The order number ”didn’t exist” and getting through to anyone about the issue was more difficult than child birth. When I finally DID get through, the call was outsourced to some country very far away I’m assuming, where I heard a pack of dogs barking in the background more than I heard the broken English-speaking “customer service representative” and mind you I use that term VERY loosely. She informed me the order didn’t go through and I said really? That’s funny because you sure took my money…she then quickly changed to “oh there were technical difficulties” and they would have it straightened out by “end of day.” End of day 2026? Or “end of day” 2075? NOTHING has been resolved. I have tried through multiple avenues to get through to them. NOTHING. Email, Facebook, I tried calling again, keep getting hung upon. I could let it go but at this point it’s more about the principle of it all. They must really need that $50. SMH. I can’t dispute it because I paid with my Cash App debit card. So that’s nice. I guess either I get a refund or at some point the d—n thing shows up here. I’m never giving this company a dime again

Danny was such a great help so polite and welcoming hes a great credit to the store

Normal order process but the delivery has been lost and Dr Martens email support response time is very poor. Currently no solution being offered! Customer service is not looking good at this point.

Update 26.10.26 - going through the social media helped as opposed to normal customer service

I had some sandals that were under 2 years old and were faulty. I contacted Dr Martens who initially asked me to contact the place I bought them from (Selfridges). When it became apparent that Selfridges had a complicated process, Yosan H & Marcos G were very quick to assist me in replacing the product, free of charge. They were professional, polite and efficient! Would highly recommend anyone and everyone to own a pair of Docs!