MBT Europe 

Subsequent to my previous comment on 20 February 2018.

We liked MBT shoes so, even though we'd had problems with MBT's website and customer service, decided to try again and ordered another 2 pairs at the end of February. A mistake that we regretted pretty quickly.

The MBT website gave us an order number and said that we would receive a confirmation email so we could track our order. They took our money straight away and that was the last we heard, no confirmation or anything.

A few days passed and we'd still heard nothing so sent MBT's customer service an email. NO response to our email. We thought we'd wait a couple more days and then contact our credit card company for a refund if we'd heard or received nothing.

9 days later, out of the blue our MBTs arrived. We weren't in so ended up having to go to our local DHL collection point to get the shoes.

On inspection of the MBT shoes we found that one shoe had a scuffed toe and on the other pair of shoes both shoes had traces of glue showing around where the sole was stuck to the actual shoes. Considering the price of MBTs we thought they were very shoddily put together.

It's such a shame as we really did like MBT shoes but now, enough is enough, we won't be purchasing any more. We even feel it just isn't worth all the hassle of trying to get replacements or a refund from MBT and will live with what they have sent us.

All I can say is that if MBT treat their loyal customers so poorly then they shouldn't be surprised if they lose them.

Made a big mistake using this site. Returned boots in Nov, because they were too big, and have had no response yet apart from automated email. Will not use them again.

I just wanted to contribute to the already bad reviews that MBT customer care service UK has. I made the unforgivable mistake to trust the website and buy online a pair of Arusi 6s W Black and a week later I received a pair of Monya Boot Black instead. Called customer care immediately and strangely enough the picked up the phone (that was the only one of many other unsuccessful attempts). They scheduled for me a DHL courier pick up for the next day that never happened (I was at home all day and then emailed them to have the address changed so that I could ship the shoes myself. When I complained to let them know, I never heard back from customer care (lack of) service.
Yesterday I sent a formal customer complaint letter to let them know that if I don’t hear from them soon I will resort to third party assistance. This having being said, given what I read on this website about them, I will probably have to forget about the refund and to decide what to do with a horrible pair of shoes I never ordered, but if so, then I would at least definitely give my contribution to let the world know about the service. DON’T BUY ONLINE, THEY SEND RANDOM STUFF FROM SPAIN AND YOU WON’T GET YOUR MONEY BACK! By the way, I ordered twice from the Italian website and received just what I ordered in 5 business day. Also in the invoice MBT UK sent me, I noticed that MBT Italy and Germany have telephone numbers for customer care service, MBT UK has only an email address…mostly as useless as their telephone number!!!

Bought 3 pairs online from supposedly trusted mbt website (MBT UK). Phone contact: 0208 133 4813 [which says London to me] although listed with a Barcelona /Spanish office.

On receipt, noted defective shoelace on one; happy to accept slight discount in the form of a refund to the same card I paid with.

2 months later, yet no evidence of refund. Many angry emails later, I finally wrote a formal letter addressed to Managing Director in listed Spanish Office. Another month passed before an email finally came to request bank details AGAIN to facilitate refund.

Now, 4 months later, despite numerous emails (customer service is absolute rubbish - you'll be lucky to get response, much less a quick one) and many phone calls (NOBODY ever picked up the phone), I have still NOT get my refund! NEVER ever again order from MBT!!!

Terrible customer service. As said below, emails ignored, phone not answered. I finally had my shoes collected over a month ago. I am still awaiting my £200 refund. I am also awaiting a response to my emails. I won't make the mistake of ordering from MBT again.

MBT, having quietly closed all their UK operations in December 2016, are still sending sales emails to their UK customers. Their UK orders, it turns out, are now being fulfilled by their Spanish operation. Returns (which used to be a simple Collect+ back to the UK warehouse) are now proving almost impossible. 3 weeks of delayed (or no) replies, incorrect paperwork, ignored requests, confusing and inflexible courier return service, and over a dozen emails later and I have finally received a return authorisation but am having to ask my mobility-challenged mother-in-law to travel for an hour, to wait in all day at my house for a courier collection. Either that or be out of pocket to the tune of £300. My 15-year, five-figure relationship with MBT is most definitely over!

Update: One month on and MBT have now been in receipt of my returned parcel for 4 weeks with no refund yet forthcoming.

Update 2: 4 years on and MBT have just asked me for further details of my order in lieu of my 1* review! Sorry, I didn’t keep my receipt for an order returned in 2017. X-D #waytoolatemate

I needed to return the shoes but MBT will not respond to requests. They have taken payment and so I will pursue matter via trading standards. This is the worst customer experience I have ever had.

I did not recive my delievery since 12 April 2016

Prior to buying online I was trying to call MBT UK for more information on their shoes, but no-one ever picked the phone over a few days in office hours. So I bought some of their product in Europe, than few months later tried calling them again, as no answer I ordered online, received the goods, but not happy with their phone support. I need info on their shoes width like Clarks have as I need the wider shoes. (F, G, H.)

Good packaging and arrived on time

My parcel was delivered very promptly, however I had to return the sandals and request a bigger size, I had to telephone several times and finally got someone who said my parcel had been received but NOTHING HAD BEEN DONE ABOUT SENDING THE REPLACEMENT SIZE, THAT WAS 2 and half weeks after I returned them, the lady then said that she would send them straightaway and I RECEIVED THEM THE NEXT DAY. I am at a loss to know the reason for the delay.

I was recommended MBT shoes by my physiotherapist (after ankle fusion surgery). I found they were expensive and decided it would be best to try some on before purchasing any. However...there are very few retail outlets - the nearest to me would have been Richmond. I noticed that the MBT website provided an email address for their Distribution centre in Camberley. No mention was made of a sales function or a retail outlet. But I emailed them and asked whether it might be possible to try on some of their shoes. I managed to make an appointment and when I went to Camberley I found the staff extremely helpful - with a great range of footwear for me to try on. I bought 2 pairs !
So... my `issue' with MBT is that they should revise their website to make it clear that customers can visit their Camberley base and try on (and buy) shoes. This needs wider recognition ! I would not have bought shoes online without trying them on first !
So full marks to MBT (thanks for your help Paul !) - but I think you should update your website....

Shoes arrived well packaged and on whole fit for purpose.
Unfortunately one pair has proved unsatisfactory (Unfortunately, after just two days' light wear the thin membrane covering the heel foam has disintegrated (see attached pictures; both boots are affected). This is very disappointing and I believe that this is due to faulty material or manufacturing.
Despite several emails this year, I have received no response from MBT.
Disappointing, as I had until then rated the company highly.

I loved the shoes,wanting to buy more but no more sizes available...please do more 7.5 sizes for women...

Ten days since I ordered and paid for the shoes and no word at all as to what has happened. I had to ring the company who then seemed to be very surprised to discover that the shoes had not been sent out. Apparently they are not in stock but should be soon.

The best shoes I have worn due to bad back

I am retired and at times struggle with navigation of some sites. I found the style I wanted the size I wanted all in 3 clicks!

Whichever shoe or trainer I was interested in and they didn't have them in my size! Disappointed!

I did a lot of walking in my job as a security guard, and wanted a shoe that was comfortable. I saw an advertisement for MBT, billing it as the 'unshoe', as it was not like other shoes. I found a shop that sold them and bought a pair. After wearing them for a while was amazed at how they seemed not to be there. The cushion absorbed the impact heel on the pavement, and the curved sole helped my foot to roll through the step. It felt like walking on air. That first pair was bought several years ago, and I won't wear anything else now, it has to be MBTs.

I was prescribed MBTs by my chiropractor which I bought from mbt.com. For several years they have been a godsend - I could walk for miles. I have bought two pairs of so-called MBTs from Masai Intl. The first completely fell apart after 3 months wear and MI agreed to replace them. The second pair had a faulty design which meant they would not stay zipped up when I was walking: as a result I was always walking badly. I explained the problem to MI who agreed to look at them. However, they refused to replace them - they had charged me £230.00 so maybe that was too much to refund. My feet are now pretty poor again and I have had to go back to the chiropractor. I suspect that these are not the genuine article.