Russellandbromley Reviews 

Visited the Russell&Bromley at the Bull Ring Birmingham. I was charge twice when I paid with my credit card. My advice to people who shop at Russell&Bromley to check their bank statements. Very Dishonest!

I recently made my first purchase with Russell and Bromley in their online sale. I chose click and collect close to my work but became very ill before I could collect my items. I contacted their customer service team to ask if they could hold them a little longer for me until I was well enough to travel and received a prompt reply saying that they were sorry I was unwell, and that they would post my item to me at their cost if I would like. I agreed and received my items shortly after. Even after finding that the item was slightly damaged, I was impressed with the way in which they handled my query. They went above and beyond my expectations and was very impressed with their customer service as well as the quality of their product, I will definitely think of them again when I next need a pair of shoes.

Love my park avenue laceless trainers, so stylish and comfortable. Looking forward to wearing them with my dresses. Customer service were very helpful too.

Made my first purchase from Russell and Bromley last year - lace-up white leather trainers and could not be more pleased with them. Most comfortable shoe I’ve ever owned. Lovely leather interior. Good sales staff in Winchester. I’ve been back and bought the black pair for the winter. Feel great every time I wear them. Saving up for some boots now…

This company advertises their sale and never carry the stock they advertise.

Shambles of a business.

Very disappointed. My husband order boots size 3 as a gift for me for Christmas. And we were very surprised to receive size 6. The model is out of stock and the only solution the customer service offered us is a super low discount.
We bought the boots in sales and now we can't find anything similar at the same price.
Very disappointed

Ordered a pair of trainers online that were in stock. Money was taken confirmation came up on screen. No confirmation to my phone or email. Money gone from account same day. So I stopped shopping for the trainers. No confirmation email or text. I contacted customer services and they said they couldn't fulfil the order and that I had entered the incorrect email, which as I use autofill, highly unlikely and it was done twice.
My irritation is that the shoe was in stock when I ordered and they confirmed and they made no effort to contact me or refund me without me chasing it up. I now have to wait 3-4 days for the refund- funny that when they can take mine immediately. Disappointed and poor system.

Bought a pair of boots which cost 300£ , after less than two weeks the sole peeled of! Fortunately they refund me!
Very poor quality for so expensive prices! I think everything is made in China!

I visited the store in Bath. I had ordered a pair of shoes online in the sale. I had an Email on my IPAD confirming they had been delivered. I took a photo on my phone.
I arrived at the store on Saturday at 1.10pm to find a note saying back at 2pm.
I had to hang around for 50 mins. I was surprised to see there were two staff. Why would you not stagger your lunch hour , to provide some customer service.
The young lady that served me wanted a reference number. I showed her the photo on my phone confirming delivery to the store and a ref. This was not good enough for her. She was intent on playing a game rather than just ask my surname and go and get them.
When I insisted this happened she went to the back of the store and came out with them within two mins.
Common sense is a great attribute , use it if you want to keep your customers.

Absolutely appalling customer service at this store. Bought a pair of loafers that I needed to size up. I tried to return these unworn pair within the returns policy window and met with claims to be worn therefore cannot be exchanged. Tried reasoning to no avail, told that the shoes will be sent to headquarters for “analysis” but couldn’t tell me what they would be analysed for!! When I tried to escalate to a manager, I was told that they were unavailable. Refused to call a manager at HQ from the store claiming they were unavailable (on a Thursday morning at 11am!) but insisted that I call them. Since I persisted with this, a manager suddenly appears who happened to be stood a few yards away, and finally exchanged them for the correct size. Abysmal service here and I would recommend avoiding this particular store at all costs as the female staff are extremely rude. In fact, the assistants in most stores I’ve been to in the past (Oxford Street and Regent Street) are unfriendly but this store seems to be particularly bad.

On the upside, I bought a pair of shoes online on 8/12/21 which were delivered well packaged on 10/12/21 by DPD. Web returns can be returned to store without an issue.

This company really needs to buck up their ideas when it comes to customer service.

Terrible service - no stock in the stores and no one interested in any form of service or customer care
Avoid they do not want customers
I called up customer service and they could not even arrange a swift delivery for a pair of wonderful shoes
to be delivered by Saturday - not even bothered
I am a loyal customer and very disappointed

Ordered a pair of boots to be delivered, which all went great. Unfortunately the boots did not fit and I had to return them. Using their returns label and I dropped the parcel at my local post office....this was on the 21st October, it is now 10th November and still no refund. They have now emailed me asking me for a proof of postage and then they will confirm when the parcel was received into their warehouse. I'm not been funny but they should have issued a refund as soon as they got them, not now saying if I can prove proof of postage they will then say oh yes we have your item. These boots were £265. I have turned my house, car and handbags upside down to find every receipt going for the past 12 months and not 1 for Russell and Bromley. I could scream. Anybody know what to do in this circumstance? I am so annoyed. The thing is, they supply the returns label so surely they already know the tracking No?

Let this be a warning to others there is a fake Russell and Bromley website out there. I just purchased a pair of boots from russellandbromley.co/ outlet. This site is not legit! after taking my money I kept checking the account I had set up with them to see when they would be sent but it kept telling me the payment was pending. I then went on line to find a customer service no. Which took me to the correct site russellandbromley contactUs
Contacted R & B and was told they are aware of site and trying to take it down. If you have purchased from fraudulent site you need to contact your bank and cancel your card etc. Couldn’t post links to website as not allowed, please be careful.

Bought a pair of shoes over a month ago but never received them. They also dont reply on emails asking them whats going on...

Bought 1pair of shoes, but don’t get any messages?
They have got the money from my bank account
I have now send 3 mails about my delivery, but I don’t get any answer 🤬😡😡😡🤬

Really poor service from the Guildford store with rude staff. Husband purchased a pair of shoes, £185, worn three days driving to and from work (changes shoes at work). The heels had already become very worn and then he noticed some stitching near the laces had started to go. Honestly not the quality you would expect, plus the stitching was an obvious fault. Returned to the store 10 days later with box, receipt,bag etc. Was told by staff that you would expect wear from driving (3 journeys!) And that there was a scratch on the leather which was not noticed by us until the girl had taken the shoe out the back. Told they wouldn't exchange or refund as they had to be sent to head office for technical analysis! I was accused of snagging the shoe on something! All the staff were just stood around with their arms folded, staring. No apology. No manager on site. We were given no information as to how long this analysis would take or what it would involve. Plus I'm not sure I actually trust leaving the shoes with them given their attitude but had no choice. Absolutely outrageous that you spend that kind of money, the shoes wear so significantly so soon after and have a fault. Treated like some kind of criminal. When I complained to head office with photos of the shoes, we received replies full of insincere jargon and none of our concerns were addressed. We were told to just wait until the technical team had received the shoes. We have been buying from Russell and Bromley for years and their shoes are normally excellent, however this whole experience has left a sour taste. When I said I wouldn't be shopping there again, the assistant simply told me I didn't have to! Just shows how they value their customers. We will be going elsewhere next time.

Out shopping for the day with my daughter and husband in Westfield Shepherds Bush. My daughter and I both have good jobs but as we both pondered treating ourselves to some new trainers the male assistant noted my husband outside and said ‘is he worried you will be filling up his credit card!’ No actually it’s 2021 and us girlies can earn and spend our own money. 2 lost sales. Come on R&B get with it. Give us women some credit of being able to make our own decisions in life!

Great service at Harrogate store today. Lovely lady diplomatically helped me choose new sneakers for work. Really good experience and very helpful staff - love the shoes - so timeless and beautifully styled.

I was at the Oxford Street store and I received terrible customer service. The staff did not understand what I requested, processed a refund wrongly and were unapologetic and lied together about what they did. The worst service I have seen in years. Hope this Oxford Street branch closes to something better and trendier !!

I just had a very positive experience returning a faulty pair of boots at the kings Road store. Veyda was amazing and super helpful. The other lady was very polite. I was dreading the experience from previous times but this was very different. Thank you!