Dr. Martens Reviews 

I sent an email about a broken strap on my backpack that ought to be covered under warranty. Jennifer replied quickly and took care of the problem with a great attitude. I'm deeply impressed

Speedy response to a faulty zip. Eli D is absolutely fantastic with amazing customer service.
ManyThanks......... :)

I had some issues with an order that was ordered to the wrong address and Royal Mail sent it back to DMs...I sent my enquiry a couple hours ago (if that) via their online form, and got an automated email saying your query will be dealt with in 5-7 working days, so I accepted no response for a while especially as it's a bloody Saturday. I've just received a response and Eli D. the customer service advisor told me that they have resolved my order and it should be with me even sooner than expected! It's made my whole weekend. Eli was very prompt, professional, and understanding. Unlike Royal Mail who can't follow basic instructions. Thank you Eli!!!!

Great customer service from Marcos G. Thanks for your help and resolving the matter quickly.

The experience was great because I actually got to speak with someone in person rather than a chat bot
The Person I spoke to was Eli who was very pleasant helpful and supportive.

Customer Services is shocking! Returned laptop bag that had a design floor that meant the strap didn't last long and broke. They refunded the money I paid through klarna but they managed to refund the last amount back to a gift card that I dont have the number for and they cant provide me with the giftcard and pin number that they ha erefunded it to. Theyve said thry can't do anything and IT need to look into it. One month later they still haven't sorted out my refund and when I phone the calls are just disconnected after a while. If I do manage to speak to someone they say all they can do is email IT. Still waiting.

Finally found a model that fits my wide feet " BUZZ " LOVE YOU.

Great customer service from Marcos G. I had a pair of sandals with a squeaky sole. These were replaced but unfortunately the replacement squeaked too! So they were sent back for a refund.

It was a quick and easy process returning especially with Eli D explaining everything clearly and answering my questions without overcomplicating or oversimplifying things

I placed an order and the shoes came quickly and were gorgeous, but I didn't like the color in person. I went to return and reorder the same shoes in a different color, but the discount I had purchased the original shoes with was no longer valid. I called in and Eli was lovely and refunded me the amount that I paid over the original price immediately. Very grateful for his customer service and the company's products!

I wanted to share my excellent experience with the Dr. Martens customer service team. I recently had an issue with an order, and the support team went above and beyond to resolve it quickly and professionally. They were incredibly helpful, responsive, and made the entire exchange process completely seamless. It is rare to find this level of genuine care and efficiency these days. Thank you for standing behind your products and taking such great care of your customers. I will definitely continue to be a loyal customer.

Had a slight issue with the suede on a shoe being marked upon delivery but upon calling dr martens and speaking with Ana R the service was faultless - new pair sent out straight away so it was sorted for my partners birthday present, honestly a 10/10 service all round, thank you!

Amazing help and the replies are very quickly

Very disappointed. I bought a pair of doc martens Kasey boots , size 9UK online . Minutes after I realised I needed a 9NZ which is 7UK. I tried changing order but couldn’t as you can’t change online orders . Because I needed these in 5 days time for a special event , I had to break the bank and buy another pair. That’s $1000 on 2 pairs . Straight away I had the return label for in incorrect size ones. They arrived 2 days later and sent back ….. but the correct size ones didn’t . I got in touch with Doc Martens NZ as I still hadn’t received a track n trace number . They told me as they had none in stock they were coming from Australia and to be patient . I was guttered as they said they had them in stock on line and I told them I needed them in couple days for special event . I was absolutely guttered . I had to fawk out another 250 for some Windsor smith ones of number one. 2 weeks went buy and still nothing , after ringing up n chasing my tail I got told that my boots had been lost in the post due to a system glitch and they will give me a refund . After 3 weeks I finally got a refund for both pairs . Such a bad experience, left me stressed and guttered I never recieved them . Been waiting these for few years now , wen I finially saved up for a pair - this happens. I honestly do not recommend Doc Martens NZ online . They failed me 100%

Customer Care is exceptional. Eli in particular went above and beyond to help resolve an issue I had and furthermore showed real compassion for the difficult personal circumstances that were the root cause. Being aided so kindly -and unexpectedly promptly- was deeply valued.

The links to return on the website never work, and their customer service email takes days to respond. Still waiting.

Had a small issue where my bank authorized a payment but the order didn’t go through on the website. Reached out to support and got super helpful responses from both Jeniffer and Etna. They checked their system right away and explained clearly how the pending charge would be cleared. Made the whole thing stress-free—re-ordered without any issues and the package is already on its way via UPS. Really appreciate the fast and friendly help!

They send you a code for signing up but no place to enter it to redeem it
Now, they're making loads on the boots and on my information.

Awful customer service will not refund my return. Bought 2 sizes, kept 1 pair & returned the other. I paid using a gift card for 1 pair plus credit card for the second pair. They have refunded to the gift card. I do not need another pair & wanted the refund to my credit card not gift card …..refused