Underground England Reviews 

I want to share my experience because I ve rarely encountered such dedicated and efficient customer service.
I appreciated the quality of the shoes I ordered, and also appreciated that the customer service team was always attentive to their customers ‘needs and particularly responsive and easy to reach.
I highly recommend this store.
Thank you so much! Long life to Underground England!

My first pair of Underground creepers would have been bought around the turn of the century and since then I estimate to have owned about six pairs which were purchased locally and three pairs recently purchased on line. Straight up I knew that they were a good quality and sturdy shoe.I really miss the days were I could go to the local shops and buy items like these however now on line there is so much more variety to choose from and the staff really do try to make your shopping experience a good one.I also think that the design your own shoe service is a great idea and if your patient enough (don't we need to be nowadays) you can have a real original pair of shoes or boots,maybe even start your own new trend! Overall I highly recommend Underground England who provide a terrific service to the many subcultures that they support and keep reviving!

I received my boots on time, in perfect condition, and nothing went wrong.

Now I believe it was an accident last time that I received no email update from them about a pair of dead stock. Never mind, let's leave it behind and look forward.

I have been a customer since 20+ years ago and the quality never dropped. They are now coming back better and stronger.

I'll be ready for next pair and other products.

I’ve wanted a pair of Underground Creepers for the longest time. Finally got around ordering a pair of pink and leopard spot creepers and I am OBSESSED. These shoes are a thing of beauty. I get admiring comments every time I wear them and most importantly they are super comfy. They arrived quickly and were worth every penny.

My return has arrived the 30th of december, and after 3 months and plenty of emails i still havent recieved the refund. They keep saying they will do it next week.
Feels like a scam.
Will never try again, do not bother.

Highly recommended - I was able to share a pic of a pair of boots I had around 20 years ago, and they were able to replicate them for me - same style, material, soles. Great communications throughout the process and an amazing product.

I needed to change my shoe size (based on my experience, I would recommend going one UK size up for the Apollo models and leather versions if you have wide feet - However, the usual sizing works for the Wulfrun suede models in my case).
The customer service team was attentive, responsive and patient, addressing all my concerns through multiple email exchanges with detailed replies within just a few hours—even on weekends.
Thank you! The shoes are amazing.

Thanks for the boots. I have been away for 3 weeks, so I was happy to find the box waiting for me at the office. very nice leather, worth the wait. Love the packaging btw.

Very quick shipping and very good communication via email.
Definitely will be buying more stuff from underground shoes.

I ordered some shoes for my daughter, I needed to contact customer services as I had a delivery question. They replied very quickly, and friendly. Seemed to have the personal touch which was lovely. The shoes arrived in good time, and what a quality item, and packaged really well, very impressed. Would definitely recommend this company.

Returned my lost bag!

“I want to express my heartfelt gratitude to the customer service team at South Ealing Station especially to Adetokunbo Sowunmi who personally assisted me, for their exceptional assistance in returning my lost bag. The staff was prompt, professional, and genuinely caring throughout the process. Their efficiency and kindness turned what could have been a stressful situation into a positive experience. Thank you for going above and beyond!”

Impressively disorganized company, beware. My experience:

-I purchased a special order that was promised to be shipped at 6 weeks.
-9 weeks passed. When I contacted the seller, they kept extending the ETA. I spoke with various people, including Maxine, who did not have a last name listed on her email signature, she is the one I am quoting in the following conversations. For continuity, I also interacted with Sonia, Leo, and Rinna.
-After more weeks passed I requested cancellation, and a refund--which Underground England agreed to, saying "You can then expect you refund to your account the early part of next week." I did not receive the refund.
-I emailed again, requesting the status of my refund. I got a response that "I have chased that with the accounts team and that has been processed and you should be receiving an email confirmation in the next 24 hours." Again, no refund, and no confirmation email.
-I sent more follow-up emails to address the missing refund, and was "assured" (ghosted) that this was being flagged for management.
-12/5 After 25 days beyond the time that I was promised a refund, I took the next step and threatened legal action through contacting the FTC, and leaving this review—and two dozen emails later, finally received confirmation of my refund.

I shouldn’t have to promise legal threat like this. I was legitimately excited about this purchase, and disregarded the poor reviews. But, they exist for a reason. If I could do this over, I would never have made this purchase, and cannot recommend this company. my assessment is that they are a small team struggling to maintain, but there is a pattern in service that needs attention yesterday. This is no way to run a company. No shoes are worth this hassle, potential loss of money, and energy spent in settling the financial dispute. This company needs to reevaluate their management, and division of labor—it’s really unsettling to have interactions like this, I am baffled and I hope that they can sort this pattern of dysfunction.

Non consistent quality

First off this review is of the quality of the shoes, not the costomer service. The service has been great and polite.

Been wearing Uunderground Creepers for the past 15 years, and through the years I've noticed the quality and details on the shoes lack consistency.

my latest order briefly:
pair of double sole creepers, within three days the sole started comming loose.

Customer service agreed to take them back and then send a replacement.

Sent shoes back, however instead of replacement I got the same shoes sent back to me (human error). that can happen, however the process time at this point was two months.

got a new pair sent, while I was holding on to the defect after agreement with customer service.

that was fine.

my new pair - after wearing them for a month...ONE month the heels are showing worse wear and tear than my other 6 year old pair of creepers. the fabric in the heel is thing, wearn through with now two large holes on the right shoe, and it's come completly loose on the left.

a pair of shoes at thise price point should not start to fall apart after a month of use.
no haven't walked a marathon in them
don't use them everyday - and even if I did, this should not happen.

the quality has degraded over the years, it's gone from a great quality shoe to seemingly cheap materials, thin leather, bad glue.

loved the design, love it so much!
loved my other pairs.
but this is my last pair of underground shoes, if the quality is lesser than demonia, might as well buy them.

Just got my 8th custom made pair of boots. 20 eyelet green rub off triple sole. It took slightly longer than expected but was worth the wait. This was my 8th custom made order and they always come through sometimes you just need to be a little patient. I love the boots I got and my other order is complete and almost ready to ship. They emailed me consistently with updates and pictures of my boots. Thanks again. They may take a little longer to get but they always come and are very high quality. No other company allows you to design your own boot like this so it takes time to make. Thanks again

What at first seemed like mere incompetence has turned out to be quite an obvious act of deception, theft and duplicity. Operating under the guise of being an operating company, from what I can gather the majority of the operation is an online brand keen to garner and maintain iconic subcultural status.

Despite a long and fractured chain of communication, broken promises and worse, a refund was eventually promised on 9/9/2024 after an order placed on 22/4/2024. I have been promised updates on countless 'tomorrows' that have never come.

£320+ on a custom order with a supposed 12 week lead time. 24 weeks later, nothing.

A secondary, out-sourced messaging service operates as their customer service line, whose sole purpose appears to be forwarding on the complaints of however many of us there are who have paid out hundreds of pounds for non-existent products.

The company, Underground Retail Ltd is owned by a Peter William Bukvic. registered at a shell company address in Westminster. I would advise anyone seeking to go through small claims court to send post here, which is their legal address and I assume guarantees forwarding of legal correspondence. The company appears to be trading insolvently, having not filed its accounts for 191 days, this itself is illegal, as is the not paying of refunds, non-delivery of goods etc.

I ordered some boots on 17th May 2024. They were on back-order (as opposed to a custom order) and I was told they would take 3 weeks. After 6 weeks I asked again, and was told another 3 weeks. Etc.

After 4 months i have given up and asked for a refund. Hopefully that will dealt with promptly — I will update.

FYI they also operate as:
underground-shop dot co dot uk
underground-england dot com
underground-england dot world

UPDATE 1 — 27th Sept 24
Them: My refund was not granted, instead they asked me to “bear with them”.
Me: I have repeated my request for the refund.
Them: “I have elevated that to my line manager to process for you”.

UPDATE 2 — 1st October 24
I have repeated my request for the refund. No refund from them yet. No response from line manager.

UPDATE 3 — 4th October 24
Me: Still no response or refund so I’ve raised a dispute with Paypal.

UPDATE 4 — 19th October 24
No refund so far, despite the response below.

UPDATE 5 — 24th October 24
Got an email from PayPal on 24th stating:
"We reviewed the case you filed on 4 October 2024 and have decided in your favour." Refund arrived a few days later

- Ordered a pair of shoes in July 2023 (13 months ago), lead time was 10 to 12 weeks;
- Took 5 months to arrive, had quality issues;
- Replacement was promised to be ready in 5 weeks. I waited for 9 months before giving up;
- Customer Service (Sonia, Rinna, Leo) – one unconscientious bunch. It was standard for me to have to wait several weeks and sometimes the length of a month to receive yet another inadequate response;
- Threatened to start posting online reviews if somebody did not get back to me with a refund confirmation by the end of that day. Received a reply within half an hour;
- By far the most absurd customer services experience I have had and I have been around for a while.

Awful company. Never got my product, haven't got my money back. Thieves.
Seven and a half months to receive a reply on this. Absolute joke.
Recommend everyone issue a chargeback or a dispute to your card provider that you paid with if you're not happy with your purchase.

Have waited for refund for 4 months (so far)

I have been waiting for a refund on a return for 4 months so far despite emailing and calling them about the issue consistently. This is after the order taking 3 months to arrive in the first place. They keep replying and saying that they are escalating it to their manager etc but nothing seems to be happening. I have never left a trustpilot review before but I have never experienced such bad customer service and am genuinely worried I'll never get my money back.

Quick overseas delivery (Five days from the UK to Canada!) and exceptional quality of product and design. I look forward to wearing the Single Sole, Barfly for many years to come