"How sad I am to write this!. I have several pairs of the Chester loafers, 3 in nubuck and 1 in brown calf leather. All very comfy to wear and have become a stable wardrobe piece.
The leather ones however, have a problem with the fringe and tassels that all curl up. So, whilst buying another pair I asked the sales assistant to be told it was a common issue and that a secret stitch could be put in to help solve the issue. So, on return to my local store, I asked again to be told it needed hot glueing.
In reaction to my point that luxury shoes with a price tag of in excess of £200 should not have a common problem, the sales advisor informed me her daughter had several pairs and just put elastic bands around them when not wearing.
After much dialogue with 2 stores, customer service and now head office, the same advice stands. Its the wearers foot that pushes the leather when it bends so to help the problem put elastic bands around them!!!! Shoes with a price tag of £215 need to be kept with rubber bands on. Are you kidding me????
To add insult to the issue, they refuse to send my shoes back to me after their inspection and have decided I need to return to store to collect my curled up expensive shoes.
If I knew several hundred pounds ago, the advice from R&B would've been so sub standard, I would stayed with much cheaper high street brands that seem to hold their shoe shape and many of which have much better customer service.
Luxury brand unfortunately built on substandard management team and very poor customer care. Perhaps that can be made better with rubber bands!"