“After taking over a month to arrive the shoes do not fit true to size. They are extremly tight and uncomfortabl to waer and now I need to pay to exchange them. Additionally, the workmanship doesnt seem up to my usual shoe brands as there are areas on the shoe that appear to have not been properly dyed, which in unacceptable at this price point.”
“This was my second purchase from Cobbler Union. My first was a museum calf balmoral boot that looked beautiful, but was quite uncomfortable. Worth the sacrifice though because of the look. I only wore it on special occasions and after my fourth time wearing it after it had rained, the outsole began splitting like a fraying paperback on both boots (one more severe than the other). I sent it a picture and because it had been over a year since I owned it, there wasn't much they could do. They did give me a 100 gift card for the inconvenience and told me that this was normal. I next bought a pair of navy loafers which are nice, but not as European of a last as my balmoral boots were. I like them, they are comfortable, and am relatively happy with them. Two days after I received them, there was an additional 10% discount on them. I contacted CU who told me they could not honor that discount, and I would instead have to return them, then reorder the exact same thing with the discount applied. This is apparently their policy. I don't think this is ideal for the customer and after these two purchases and interactions, I'm unfortunately done with CU. I cannot recommend them.”
Hi Michael,
Thanks for your recent review. We’re sorry to see the 2 stars and wanted to clarify what happened.
Your return request came in over the weekend, and—as much as we’d love to be available 24/7—our team isn’t online during those days. That said, the moment we were back, your return was approved right away.
We truly value your feedback and hope you’ll give us another chance to deliver the 5-star experience we aim for.
Thanks again, and apologies for any inconvenience the wait may have caused!
Best regards,
Cobbler Union Team
“What a great company. Recently purchased a passport folder for myself and my son. One of the items was slightly damaged. Cobbler Union replaced the item quickly, professionally and timely. Hats off to Cobbler Union for their excellent customer service!”
“Amazing quality, comfort and good looking shoes.
The delivery for non American residents is frustrating (perhaps the service provider is a a problem).
The taxes required by the service provide to clear customs are also too high.”
“Took three months for a pair of shoes that aren't exceptional. Just a pair of shoes. Not the highest quality or best leathers. 3+ months for that!! Quite uninspiring. Major disappointment. They should have these in a store somewhere. 3 MONTHS!!!!!”
Hi Gerald,
We’re truly sorry to hear that your experience didn’t meet your expectations. We completely understand how frustrating a long wait can be — although in this case, as part of a pre-order, the 90 to 120-day delivery window was clearly stated upfront.
Our shoes are made entirely by hand, one pair at a time, by expert shoemakers using top-quality German leather selected for its durability, character, and feel. This kind of craftsmanship takes time, but it’s what allows us to create footwear with real soul — built to last for years, not just a season.
We understand that not everyone is looking for this type of experience. If you prefer something ready to ship, we also offer in-stock options that can be delivered much faster.
We genuinely appreciate your feedback and, despite the disappointment, we hope you’ll give the shoes a chance to show their true value over time.
Best regards.
“The shoes look great and fit comfortably. The ordering and delivery experience leaves much to be desired. They arrived almost a month after the estimated delivery date from when I placed the order. There is zero visibility into tracking. Eventually the order looked like it was just cancelled in the Shopify app. The CU customer service was responsive and polite, but I think they lack visibility on their end. This is an operations and CU management problem. I would avoid purchasing from this company if your needs are time-sensitive.”
Hi Frederic,
Thank you for your feedback.
We’re sorry we couldn’t fulfill your original size selection. As the pair was purchased from our Outlet section, availability is limited to what’s in stock — typically styles with minor imperfections and often in very limited sizing.
In your case, the size UK 8 was no longer available, so we offered two options: a full refund or the same model in half a size up (UK 8.5). You chose to go ahead with the 8.5, and we shipped it promptly.
We understand it’s disappointing not to receive exactly what was ordered, but we did our best to provide clear options and resolve it fairly. Given that this was an Outlet purchase with limited inventory, and that a suitable alternative was provided and accepted, we hope you’ll understand why no further compensation was offered.
We always strive to be transparent and fair — and we’re here if you ever need assistance in the future.
Best regards,
