I went into the Notting Hill shop and tried on shoes, but the ones I liked not available in my size. Was assured they were true to size, so ordered my usual size by mail order, but when they arrived... See more
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Review summary
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Reviews shaping this summary
Thank you to PC and Debbie in Customer Service. I had purchased a pair of sandals and processed the online purchase before applying a further discount code. When I asked, a prompt reply talked through... See more
Did not order the correct number, so had to reorder. The shipping was amazingly fast - UK to US - ordered late Thursday night, and got the shoes on Monday. The return process was smooth, customer su... See more
Good quality, well made sandals, on the expensive side but I can appreciate the quality and they will be well looked after. Faultless customer service from Debbie who assisted me with a couple of quer... See more
Company details
Written by the company
We design footwear and accessories to fall in love – and stay in love - with. Combining contemporary, fashion led design with enduring style and traditional craftsmanship, Penelope Chilvers produces timeless, made to last pieces that work seamlessly with each season’s trends.
Contact info
21 Evesham Street, W11 4AJ, London, United Kingdom
- +44 (0) 20 7491 9777
- customerservices@penelopechilvers.com
- penelopechilvers.com
3.5
Average
172 reviews
Hasn’t replied to negative reviews
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Worth trying, not the best boots I’ve seen
Company was quick and efficient, bit disappointed shipping was extra given the cost of the products. They did offer free refunds and the package was easy to return.
I ordered a pair of boots (I’m between sizes and they didn’t fit right so I returned them). Boots looked nice but the interior padding on the sole seemed a bit thin and hard (again, hard to tell as the boots didn’t fit properly so I didn’t have them on for long). I don’t think I would have ordered a replacement in the right size if they had been in stock.
25 January 2024
The best cold weather indoor foot ware
These are amazing slippers, more a bootee really. Felted wool, sheepskin inside, perfect. I bought these for really cold days when you want something more than a sheepskin slipper. These are perfect for me, high sided, with a very thick sole, extremely comfortable and with enough room for a woolly sock. Really delighted. Highly recommend.
25 January 2024
Very disappointing
Very disappointing, have placed an order twice in Jan-24 and been charged and on both occasions I am then informed that there is no stock! and I will receive a 3-5 days.
25 January 2024
Reply from Penelope Chilvers
Hello Edward,
We wish to extend our sincere apologies for any inconvenience caused by the cancellation of your orders due to stock discrepancies. Rest assured, we have diligently addressed any previous issues, particularly from the Christmas/SALE period, and we are hopeful that you may consider us again when purchasing footwear. We are fully committed to improvement and would love to have a chat with you about your experience to make things right. Please feel free to reach out to us at customerservices@penelopechilvers.com.
All the best,
Poppy, Customer Experience Assistant
Reply from Penelope Chilvers
Hello Jazz,
We are truly sorry for the delays encountered with your order. We would like to assure you that we have made significant strides in addressing our past challenges, particularly those arising during the Christmas/SALE period, and we are optimistic about delivering a seamless experience for you in the future. We deeply regret any inconvenience caused and are committed to gaining back your trust. We would love the opportunity to discuss your experience, feel free to contact us at customerservices@penelopechilvers.com.
All the best,
Poppy, Customer Experience Assistant
Unable to fulfill my order
Unable to fulfill my order. This was only communicated to me when I contacted their Customer Service as I had not received my order. I had no communication from them at all. Dreadful.
25 January 2024
Reply from Penelope Chilvers
Hello Mary,
We sincerely regret any inconvenience caused by the cancellation of your order due to stock discrepancies and that you were not notified of this cancellation. Your feedback is invaluable to us as it drives our ongoing mission to improve our services. With sincere dedication, we have addressed previous challenges, notably from the Christmas/SALE season, and we are hopeful for the opportunity to serve you better in the future. We are eager to have a conversation with you to discuss your experience and make it up to you. Please do not hesitate to contact us at customerservices@penelopechilvers.com.
All the best,
Poppy, Customer Experience Assistant
Gorgeous boots!
I absolutely LOVE my new Arthur boots!
I had my eye on them for a while.
Then they went in the sale and I just couldn’t resist any longer.
Absolutely delighted with them and will certainly be buying from Penelope Chilvers again.
They feel and look very superior and I also liked the lovely packaging which made them feel even more of a treat and quick delivery was great.
10/10 for me!
25 January 2024
The invoice stated the correct product…
The invoice stated the correct product but the parcel contained black short boots instead of slippers.
25 January 2024
Reply from Penelope Chilvers
Hello Tina,
We extend our sincere apologies for receiving the wrong item in your order. Rest assured, we're constantly working to better our services, and we'd appreciate the chance to discuss your experience and make things right. We are confident that we have addressed previous issues from the Christmas/SALE period and do hope that you might consider us again when purchasing footwear. Please don't hesitate to contact us at customerservices@penelopechilvers.com.
All the best,
Poppy, Customer Experience Assistant
Love my new purchase!!!
I ordered a pair of the waterproof knee high tasselled tan boots. They were delivered in 3 working days. Lovely packaging, they fit perfectly and are true to size. Love them!
Customer services was great. I saw a lot of negative reviews which worried me. I don't need to send anything back but overall, a good service and product. Happy!!!
1 February 2024
Unprompted review
Super fast delivery
Super fast delivery. Beautiful high quality sheepskin slippers for a bargain price. Swanky packaging with their own little bag to store in.
25 January 2024
I didnt receive my boots
I didnt receive my boots. couldnt track number from post office. Then received a text to say boots had been delivered. I was home and they were not delivered. our post never arrives early in the morning like text said. I contacted customer service but have not heard back.
I have contacted paypal . will have to see what happens . if not my bank
29 January 2024
Unprompted review
Reply from Penelope Chilvers
Hello Nicky,
Thank you for sharing your experience with us. We are incredibly sorry for any inconvenience caused by not being able to reach our customer service team whilst experiencing this issue. We value your feedback and we are working hard to constantly improve our services. We'd love the opportunity to chat with you about your experience and make things right. Feel free to reach out to us at customerservices@penelopechilvers.com.
All the best,
Poppy, Customer Experience Assistant
Non-existent customer service, payment taken for boots not dispatched!
I placed an order for 2 boots on 18 January with express delivery. One item showed up the next day, but the other was never dispatched and is still showing “processing”. Likely it was a stock issue, but no one from Penelope Chilvers could be bothered to get in touch despite keenly taking payment for both items! I’ve emailed customer services twice, no response. I’ve called a phone number hidden on their website many times, no answer. Clearly Penelope Chilvers is dodging all contact with customers and feels like they don’t care. If no response in a couple of days I will need to contact my bank and commence a claim. Sad (and wrong) if it comes to that!!
18 January 2024
Unprompted review
Reply from Penelope Chilvers
Hello Sarah,
We sincerely regret any inconvenience caused by you not being notified of your order not showing up altogether and the difficulties you encountered trying to get in contact with our customer service team. We appreciate your feedback regarding your experience as it drives our ongoing mission to improve our services. With sincere dedication, we are confident that we have addressed any previous challenges, notably from the Christmas/SALE season, and we are hopeful for the opportunity to serve you better in the future. We are eager to have a conversation with you to discuss your experience and make it right. Please do not hesitate to contact us at customerservices@penelopechilvers.com.
All the best,
Poppy, Customer Experience Assistant
Horrendous company
What a horrendous company to deal with. Put an order in 10 days ago, the payment in my account is pending and no boots. I e had no email to say when they’re going to be delivered. I have raised 2 tickets on line, left various messages for them to call me back…..nothing. So disappointed, I thought this was a premium brand!! AVOID
26 January 2024
Unprompted review
Reply from Penelope Chilvers
Hello Judith,
We're deeply sorry for the delays that affected your order and the challenges in reaching our Customer Service team. We appreciate your feedback on your experience as it is crucial to improving our services and are regretful to have let you down on this occasion. Rest assured we have been working hard to address any previous issues, particularly in the Christmas/SALE period, and are confident we have overcome them. We would love the opportunity to discuss your experience and regain your trust as a customer. Feel free to reach out and contact us at customerservices@penelopechilvers.com.
All the best,
Poppy, Customer Experience Assistant
Surprise address issues but all fixed
How did they manage to put completely the wrong address on my order?
Ordered some shoes. Realised I wouldn't be home for the delivery. Tried to rearrange delivery on Royal Mail, but it told me the postcode was wrong. That's strange, I thought, as my address is correct and matching on my order confirmation email.
I called Royal Mail who told me the postcode was on the same street but different, but they couldn't tell me the address due to GDPR(!)... despite me being able to confirm my phone number, email address, name etc. They suggested I contact Penelope Chilvers.
Edit: Penelope Chilvers have been in touch and let me know that my details on their end are correct, so a Royal Mail issue.
UPDATE: The order was accepted by someone else. Penelope Chilvers said it was a Royal Mail error and replaced the shoes very quickly, which was a big relief. I have since ordered a different pair of shoes with no problems.
26 January 2024
Unprompted review
Reply from Penelope Chilvers
Hello Kate,
We are truly sorry that you experienced issues with your order. Your feedback is very important to us and it is disappointing that we let you down on this occasion. We are working hard to improve our services and would love the opportunity to chat about your experience and ensure that we make it up to you. Please get in touch with us at customerservices@penelopechilvers.com.
All the best,
Poppy, Customer Experience Assistant
Extremely disappointing customer…
Extremely disappointing customer service. Order placed on 16th January with express delivery, but still no boots have arrived! I’ve emailed twice, searched on line for a phone number, which isn’t advertised (I wonder why!!), so called a store in London in desperation. Told that the boots I’d ordered which were in stock at the time are now out of stock, and that they’ll try their stores for stock & call back in an hour. No phone call.
Shocking customer service… huge sales on line and then it appears to be a surprise to them that they’re busy. Please don’t make sales you cannot fulfil and offer express delivery when you clearly can’t deliver at all.
16 January 2024
Unprompted review
Reply from Penelope Chilvers
We're disappointed to hear about your experience and sincerely apologise for any inconvenience caused. We take all feedback very seriously and are committed to improving our services. We hope you accept our apologies for this experience and would like you to email our team so we can make it right. Please get in touch with us at customerservices@penelopechilvers.com so that we can chat through your experience.
Poppy, Customer Experience Assistant
Refund processed but no postage !
Refund processed but no postage !
I paid for a replacement order for the one never delivered and now Penelope Chilvers have only refunded me the shoe cost and not the postage for the shoes that never arrived !!!
23 January 2024
Unprompted review
Reply from Penelope Chilvers
Hello Jane,
We're deeply sorry that you had a variety of issues with multiple orders and the challenges you faced in reaching our Customer Service team. We sincerely value your feedback regarding your most recent experiences shopping with us and we are truly disappointed that we did not meet expectations. We want to assure you that we have taken serious measures to address any previous issues, especially those encountered during the Christmas/SALE period. Moving forward, we are committed to continuous improvement, and we are eager to chat with you about your experience and ensure that we make it up to you. Feel free to reach out to us at customerservices@penelopechilvers.com.
All the best,
Poppy, Customer Experience Assistant
Zero customer service!!!
I have been a loyal customer for over 2 years in Ireland and have had several pairs of there boots and shoes, which have all been delivered on time with no issue and the overall experience has been exceptional!
BUT THIS TIME..... my daughter purchased a bag for me on 19th December we phoned and emailed asking for delivery details admittedly there was an initial problem with a incorrect email address!! But eventually the product was shipped on 5th January!! Received 10th January, product no longer required! And arrived smelling highly perfumed!! Sent straight back had to get address from website as no one responded to our emails or numerous phone calls! Re return instructions have sent tracking info stating return delivered back, still no response or refund! Will be contacting credit card company to get refund as zero customer service!! Such a shame will be thinking twice before ordering from you again!!!
Edit 8th May
I think the time it has taken you to respond!! Says it all really!
19 December 2023
Unprompted review
Reply from Penelope Chilvers
Hello Geraldine,
We sincerely apologise for the inconvenience caused by the delays dispatching your daughter's order and for not being able to reach through to our customer service team. Your feedback is greatly appreciated as we are committed to improving our services. Rest assured, we are confident that we have resolved any previous issues, particularly those encountered during our Christmas/SALE period. We would love the opportunity to talk through your experience with you and regain your trust as a customer. Please get in touch with us at customerservices@penelopechilvers.com.
All the best,
Poppy, Customer Experience Assistant
Terrible customer service
Great products in the past but this experience is awful with beyond terrible customer service. My order arrived incomplete so I contacted customer service with no reply, over the next 2 weeks I sent 3 emails with no reply in this time I was sent 8 promotional emails and even a review for trustpilot and the customer service department who didn’t reply to any of my emails - it’s now past the time frame where I can return the only item (of 2) that I’d received and my order is still incomplete and no reply to any queries.
25 December 2023
Reply from Penelope Chilvers
Hello Zoe,
We understand the frustration caused by your order being delivered incomplete and not being able to get through to our customer service team, and for this inconvenience, we offer our sincere apologies. With sincere dedication, we have addressed any previous issues from the Christmas/SALE period and do hope that you might consider us again when purchasing footware. We are fully committed to improvement, and we are eager to connect with you to discuss your experience further and find way to make it right. Please reach out to us at customerservices@penelopechilvers.com.
All the best,
Poppy, Customer Experience Assistant
I made a purchase after Christmas for a…
I made a purchase after Christmas for a pair of velvet boots. They're terrible and really ill-fitting. As these were a sale item, they only allow two weeks to return. I have tried repeatedly over the last 4 days to initiate the return and get the return label sent to me, both via emailX2 and by calling X3. No response. I'm going to contact my credit card company to get my money back because it is a waste of time trying to call or raise a response from this company.
11 January 2024
Unprompted review
Reply from Penelope Chilvers
Hello Joyce,
We sincerely apologise for any frustration encountered through not being able to contact out customer service team and are regretful to have let you down on this occasion. We appreciate you for sharing your feedback on your experience as it is crucial to improving our services. Rest assured we have been working hard to address any previous issues, particularly in the Christmas/SALE period, and are confident we have overcome them. On an upward mission to improve, we would love you to reach out to us to talk through your experience and give us the chance to regain your trust as a customer. Feel free to contact us at customerservices@penelopechilvers.com.
All the best,
Poppy, Customer Experience Assistant
Terrible customer service-appalling!
Terrible customer service.
I bought some boots from P.C. recently. I have not received the boots as the paperwork needed to be in place for sending them from the UK to Ireland was not done, I only found this out after I rang DHL. I have rang PC's customer service and emailed several times to ask for an explanation, but there has been no reply at all.
Just very disappointed about my experience with Penelope Chilvers, I expected fantastic customer service but received absolutely zero.
10 January 2024
Unprompted review
Reply from Penelope Chilvers
Hello Dawn,
Thank you for sharing your experience with us. We are truly sorry for the issues with your order's paperwork and the struggles you encountered with getting in touch with our customer service team. Your satisfaction is our top priority, and it's disappointing to hear we didn't meet expectations. . We are continuously working on improving our services and would love to talk through your experience and make it up to you. Feel free reach out to customerservices@penelopechilvers.com.
All the best,
Poppy, Customer Experience Assistant
Extremely poor customer service
I ordered some boots in the sale on 26 December and they informed me on 9 January they were out of stock. Customer services took 3 days to reply to my chaser email. No one called me back and I ended up following them on Insta and messaging that way. They never updated me on order progress: only when I contacted them the 5th time. Very poor service for such an exclusive brand.
9 January 2024
Unprompted review
Reply from Penelope Chilvers
Hello Kate,
We sincerely apologise for the inconvenience caused by the cancellation of your order due to stock discrepancies and the challenges of contacting our Customer Service team. Your feedback is incredibly valuable to us, and we are disappointed to have let you down. We're committed to improving, and we'd love to chat with you about your experience and make things right. Feel free to reach out to us at customerservices@penelopechilvers.com.
All the best,
Poppy, Customer Experience Assistant
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