Underground England Reviews 

Underground England took my money in March 2022 and are ignoring my requests for a refund. If you are yet to receive your order I recommend lodging a transaction dispute with your bank or credit card company. You can also request a chargeback from PayPal, but not after 180 days. I've reached out to a consumer rights solicitor and journalist as I'm one of many who have been robbed. Do not be fooled by positive reviews that have been planted in this feed. UPDATE: I received my shoes at the end of May. They're beautifully made but after waiting a year, and all the energy spent chasing a refund, I won't be placing another order.

I have bought boots from Underground for several years and never had an issue but this year I ordered online and had the same problem described by others here. They continually said there were delays in delivery, and when I asked for my money back after months of waiting they didnt respond to my emails at all. I eventually had to claim the money back through my credit card. In this experience all I can conclude is that they tried to run with my money. I'll never purchase from them again.

Scammers! We fixed their iMac computer and they never paid for it. We won a county court judgement (for trustpilot’s information, case number 347MC161) ,but they have not paid it.
The court bailiffs attended the premises where we fixed the computer, but Underground had been evicted.
Their website has no phone number, address or email address.That tells you everything you need to know about what sort of company they are.
They were evicted from the office where we fixed their computer. Trustpilot have been provided with a copy of the letter from our bailiffs confirming this.
To Trustpilot- I can prove in writing everything stated here in the form of written evidence. I am more than happy to send this to you to prove my complaint. So any attempt for them to try to get this review removed by saying it’s libellous or illegal would be totally false.
My contact at the company is Alan Bukvic. He appears to be a director. His name also appears on the Company House records which we searched. Again, we can prove this if requested.
How can an online retailer be allowed to NOT display any form of email address, phone number or physical address on their website? To say the least, this is extremely suspicious.
Update- in answer to Underground’s comments: this review doesn’t contain ANYTHING untrue. They are lying when they state their website contains contact information. It does NOT. I challenge them to send screenshots showing the contact info they state is there. All one is able to do in terms of contact is send a web form.
I happen to have a phone number, only because it was provided in the process of repairing their computer. I have rung it several times in an attempt to get their new address but the person answering says he’s “ not authorised “ to give the address. The number is 0208 1060820. I hope this helps all the customers they have upset who have posted many negative reviews.
What sort of business won’t give out their phone number unless they are dishonest?

The audacity of the answers that Underground England are providing to customers on here is breathtaking. Please use your time to answer your customers via email and refund them, then you don't need to spend it defending the undefensible on Trustpilot. You have 50% 1-star reviews on here due to not refunding customers, let that sink in. It's the same picture on every other platform, and it's been going on for years. If you want people to buy into your independent brand image you need to live up to it. Your customers aren't millionaires. Refund them.
P.S.: And add order numbers to your order confirmations - so obvious why you don't.
P.S.S.: Update - Underground are trying to get this review removed although they still haven't paid my refund. I have reported them to my bank again and would recommend everyone who is having problems with them to do the same.

Ordered my boots last week. Was a bit apprehensive after reading the reviews on Trustpilot, so I immediately rang Underground's customer service and after speaking to them my mind was put at ease. Very friendly and polite and everything went like clockwork to be fair.
My boots arrived yesterday:)
I can't speak for other customers' experiences, but am really happy with my purchase and how fast it was delivered!
If there were mistakes made on their behalf in the past (we all are human, even small companies like Underground as well:), they have certainly learned from them and made my day yesterday, so thank you and keep up the good work:).

DO NOT BUY FROM UNDERGROUND-ENGLAND
I ordered a pair of shoes March 14 2022 after getting in touch with Customer Services to enquire if they would arrive before I went on holiday at the end of May. I was advised they would be fast-tracked. This was not the case and on 2 July I was given a voucher for another pair of shoes as a goodwill gesture. These shoes have never arrived. I finally received shoes I ordered on 31 March 2023 but they were very poor quality, ill-fitting with excess floppy suede. I returned shoes as instructed using UPS generated label by Underground. Shoes have been received by Underground but I have not received refund as promised. My emails have been ignored and customer service numbers and chatline are not being answered. I really wished I'd checked reviews before I bought online. I agree with another reviewer that this company is scamming.

Great shoes. Perfect style and so confortable ! Quick dispatch and excellent contact. Many thanks.

Ordered a pair of boots as a gift for my significant other. When the boots arrived, they were a size too large. Contacted the customer service team about an exchange. They provided the information and sent the boots back. Since the return was an internationally shipped package, I knew that there would be a delay. Once the third week rolled around and I had not received confirmation, I reached out again. Underground confirmed that they had not received the package. After some digging, it appears that there was an issue with the post delivery. The customer service team said that they would follow up on their end and try to track down the missing package. Fast forward a few days and the customer service team informs me that the exchange is en route. Received the new boots a week after their email.

DO NOT ORDER ANYTHING FROM UNDERGROUND ENGLAND!! Under any circumstances!! DON'T DO IT!
I made a custom order in January 2022. Got told that my order was delayed due to covid and got a voucher. Used that voucher to order another pair of shoes that was supposed to be in stock. That pair also got "delayed". Over these past months (or well... over a year now) I've been in contact with their costumer service worker "Rinna". I've been told that the shoes are delayed due to covid, the war, manufacturing issues, missing parts... Probably all lies. Earlier this year I commented on their instagram and my comment was immediately removed. They clearly have something to hide.

It saddens me because I really loved the pair of shoes I bought back in 2015.

I've been beyond patient, but when 2023 came along and I still hadn't gotten any shoes I decided to ask for a refund. I've been told that my refund is on it's way for several weeks now, but still no money. I've talked to my bank and the Swedish police about pressing charges, if I don't get my refund within the next couple of days.

STAY AWAY FROM THIS COMPANY!

I bought the original creepers for a present for my daughter and they are too big

Underground do not do half sizes
I think they are sized for mens feet so would advise women are careful about sizing

Beware underground also have a very unforgiving returns policy - tight timeline and you pay for your own return postage : (

Overall a bad experience for me

Im Nicolas chariere i order in march 2022 still waiting my order im gonna do a procedure today to do a refund

I ordered Shoes on December 2021 and I've been told over and over again that there are difficulties but the shoes will be delivered soon. Delivery times were repeatedly given to me many times, and even promised. September 2022 I asked politely one last time when the shoes will arrive, but I was still turned off. I asked the company to transfer the amount of almost 350€ back to me immediately. I was told it would be taken care of. It is now the end of January and this company is still ignoring my requests. This is theft. I'm going to sue Underground England!
a company like this needs to be shut down.

Having the exact same issue as those below me. Ordered custom creepers on the 17th of July. It is now the 16th of December with no idea of when these will be sent to me. It's not customer services fault but there has been no help in rectifying the situation and I'm only being told that there's production delays over and over. Bit disgusted to be honest, it's a considerable chunk of money during this cost of living crisis that I now have nothing to show for. Would not recommend and I'm never buying from Underground ever again which is a massive shame as I wanted to support a brand like them.

EDIT 14.01.24: Writing in response to the absolute rubbish Underground have replied to this review. They flagged this review as fale and I was able to send Trustpilot proof of my email correspondence (or lack of response on their part) to keep this review up. Absolute lies that they have contacted me. Hence why the review is still up, Underground. Absolutely disgusting company.

The 1 star is for the one customer service person trying to keep the peace. 6 months post order & nothing. Being advised next month, next week, they're nearly ready, but no, nothing. As it stands i can only feel i have been ripped off & money gone. Why advertise 10-14 weeks if you can't deliver. Ordered 3rd June & it's now 12th December, some 28 weeks later & still no confirmation of completion. Was really looking forward to owning a pair of these shoes but the experience so far has been quite the ordeal - shattered!
I can only imagine how far the 2nd pair are.
2023631 / 2023787
UPDATE : I need to be fare, UPS tracking number received, shoes being despatched, will confirm upon receipt.
Final Update. Shoes received & fabulous as expected, just a real ordeal. Hopefully they settle & get back on track. If you have the time, worth the wait.

I discovered your sales site by looking on the net where I could buy leather ranjers with a stalk of about 12 inches.
I found the product description well done. And I bought
Delivery time has been a bit long but this is normal since the implementation of BREXIT between UK an France
I sent emails to find out where my order was and I was answered within an hour
I am satisfied not only with the service but with the rangers too
thanks to Rinna

Excellent speedy service when I ordered my new creepers. I dropped on lucky as the pair I got was a sale item at a cracking price. Quality shoes

I bought a pair pf shoes I’m November 2021 and they never arrived. I chased and chased and chased and was told multiple excuses. Delivery estimate was originally between 9-14 weeks. I annoyed them so much that eventually I received a call from the owner, he apologised and offered me a voucher so I can buy myself a pair of shoes in stock in the meantime to make up for still waiting for my shoes.
I ordered them over the website, paid the delivery charge and still, no shoes. Even though they were in stock.
Now my emails and calls and being completely ignored.

Update 10.1.2023:
‘ I am contacting you for the last time. You still owe me money for two of my orders and I want my money; NOW!!!!
This experience has been the single most frustrating experience I have ever come across and I am lost for words. I am shocked of how you deal with clients. For over a year now you have not managed to give me a decent and straight answer, or a satisfying answer, or a solution for the issues.
In the meantime I have seen myself forced to report you and your business for how you conduct your business. I have done so on numerous platforms and with the fraud police. I am pretty sure that the law will take care of you and will punish you for what you’ve been doing to innocent customers like myself. I just wanted my shoes nothing else and I have been more than understanding and patient!
Please do not call me I do not wanna hear from you ever again! If you decide to do the decent thing just send me my money back!
I am done with you, I have lost all faith! ‘

And still no word from these scamming cowards!!!!

I'm absolutely loyal to Underground England's creepers and have always bought them from their website. I was a bit reluctant to get new ones after the whole Brexit situation considering I live in Spain, but although they are slightly more pricey, the experience was very good overall.

Good communication with customer service throughout the whole process. Had a bit of a confusion with customs and they helped me out super quick and efficiently.

I'm actually quite surprised at all the bad feedback on this website. I've been buying from them since 2016 and never had an issue (always shipped from UK to Spain).

The worst customer experience I’ve ever had. Do not buy anything here. A very similar story to everyone else’s on here.

Ordered some shoes in March, they never arrived. Asked for an update to customer service, they replied on 20th May:

“I have connected with Asendia this morning and have this confirmation from them
"So sorry parcel is returning due to a data issue, apologies for any inconvenience caused"

We are now arranging the return to our own warehouse and will then ship out to you
I am sorry about this but will continue to keep you updated
thanks, Rinna”

On the same day, I asked for a refund cos I was already very disappointed in the service, on the 2nd June I got a reply:

“Thank you for your mail and for your patience
I am really sorry about the delay in getting back to you
We had been informed by the carrier that the shoes were being returned and then contrarily that they were to be delivered after all.
Respecting your wishes we will now issue a refund for you as requested.
Please let me know if you would like to be notified when we have a restock of that style and size

Apologies again and with greetings from London
Rinna”

After that, I sent very polite messages asking how long the refund process usually takes as it had been over a month since they said they were doing it. I got no reply to 3 emails, until the 25th July:

“ Thanks for the mail, and i am surprised to hear that
I will chase that with my accounts team and get back to you

apologies”

I started to get very suspicious and read the reviews on here and was gutted, so I stopped being so polite as it was getting me nowhere:

27thJuly I sent this:

“ Hi Rinna,

What’s the news then? Ive read a lot of bad reviews about underground with the same story as mine and customers never getting their money back. That ain’t happening here.
Just confirm to me you’ve processed the refund please.
Trying to stay polite

Thank you”

Reply:

“ Thank you for the mail
I will follow that up but i have been told it will be with you early next week
I can assure you that there is not one single case of a customer not receiving a refund, there have been delays, but all refunds are made

i will update you”

Of course there was no update. So on the 9th August I sent this:

“ Still nothing. Can’t you give me a straight answer and tell me what the usual delays are? Already been 2 months which is just the most unprofessional way of dealing with things.
You’re not a legit business clearly.
Just give me my money back now, enough is enough.
You didn’t send me the shoes in the first place - this has been going on since March! 5 months and countless emails unanswered. Why are you wasting my time and yours?!
What is the issue with doing a simple transfer back to PayPal? “

Her reply the same day: “ Thank you for the mail
We are processing the repayment and that will be with you in the next few days”

This went on until I was eventually spamming “Rinna” with an email every couple days, asking for an update and proof they processed the refund. Here are some of her responses:

Thanks for the mail and really sorry with the delays
I am asking my team manager again to step in on this and resolve that
They should ge that resolved for you in the next few days

Yes, I am sorry for the delay.
My team manager assures me that accounts will resolve that this week

with thanks and sorry

Apologies for the delay and my team leader confirmed you will see that this coming week
I am so sorry for the delay

Apologies for the delay
I understand that it is done and should be with you in the next few working days

I am sorry that there is extended delay
I will send you that on Monday as i do not have access to that information
thank you

Thanks for the mail
I will check again and confirm on monday

Sorry i didnt get back to you
Yes, its confirmed and you will see that this week

Her final email on the 13th September:
I checked again this morning and seems like its completed
Please check and let me know

I was shocked to see they actually did refund me in full. But if I hadn’t harassed them I don’t think they would have done it from their own accord.

Don’t order from there and don’t let them get away with not refunding you if it’s already too late!

I've wanted a certain pair of boots since I was 14. I'm 42 and now have the funds to buy them. I finally found them on underground England. Me having the big brains that I do, ordered the wrong size by not accounting for the steel toe making them a little bigger. The staff was amazing. They put up with my emails daily. They were able to trade the boots for the smaller size. The boots are incredibly comfortable and well made. I cannot recommend this company enough. I can't believe how patient and kind the staff is and the craftsmanship of the product. 10/5 stars.