“While I'm enjoying my new shoes: I was a bit disappointed by the quality of the shoes bags.
Not sure if they represent your company well, there is no mention of its name and the material itself is so different from what I'm used to with other brands...I do realize that I bought my shoes from the "outlet" store of the company, but still a bit underwhelmed. Also, I waited for 30 days to receive the shoes, as opposed to the two-weeks time period that was advertized. On the brighter side, I love the shoes, the size fits me well and the crafmanship is on point, good product overall!
Thank you
Theo”
“Delay in receiving my shoes due to 2 week shut down at beginning of August and then tariff issue of shoes not shipping before 8/29. Shoes are very well made and I’m extremely pleased with them.”
“The order experience was good, I was able to purchase the different items without much issue. I’d say the downside was I ordered the boots on the 22nd of May and they just barely arrived on the 18th of June. I wish I had known they would take a few days short of a month. I’m not blaming anyone, just a little shocked it took this long for them to ship.”
“Dear Cobbler Union Team,
While I am happy with the chukkas (size UK 8) I received on Jan. 10, I found the exchange process cumbersome and wanted to share my experience.
Dec. 2: Ordered chukkas (size UK 8.5), which arrived on Dec. 7 but were too big. (My third pair of shoes from Cobbler Union.)
Dec. 9: Initiated the exchange process, which required contacting you, waiting for a reply, taking photos of the shoes, and waiting for approval before proceeding with the return. This back-and-forth communication felt unnecessarily complicated. Perhaps the entire process—submitting photos and other details—could be completed in a single step through an online portal or form, avoiding multiple emails.
Dec. 17: Was informed that the replacement shoes were coming from Spain, though the website didn’t indicate this at the time of the exchange.
Dec. 26: Received notification that the shoes had arrived from Spain and would be sent soon.
Jan. 7: After hearing nothing further, I contacted customer service and was told the shoes would be sent soon, with a follow-up email promised but not received.
Jan. 10: Finally received the shoes.
Although the total duration of 5–6 weeks is not excessively long, the number of communications required made the process frustrating. Ordering shoes online often involves exchanges due to sizing variations, so a smoother, more transparent process is highly desired. Specifically:
Simplify the exchange process—Streamline steps like photo submission and approvals into a single interaction to eliminate unnecessary back-and-forth communication.
Improve communication—Regular updates and fulfillment of promised notifications would help reassure customers.
Clarify shipping origins—Indicating whether items ship from overseas upfront would set accurate expectations.
Perhaps I may come across as overly critical, but my intention is simply to help a good, small company like Cobbler Union succeed. I believe that with some improvements to your processes, you can provide an even better experience for your customers.
Thank you for your attention to this feedback, and I look forward to shopping with you again.
Best regards,”
Dear Osman,
Thank you for your thoughtful message and for being a loyal customer.
We sincerely apologize for the complications and delays during your exchange. The main reason for the delay was the timing — our factory and warehouse in Spain close over the Christmas and New Year holidays, which impacted fulfillment. That said, we understand that clearer communication would have made a big difference, and we’re actively working to improve that, along with simplifying our exchange process.
We truly appreciate your feedback — it’s incredibly valuable as we continue to grow and improve.
Best regards,
“The pair of shoes is great and of good quality. Everything went smoothly.
A word of advice: change your delivery partner for Europe, as FEDEX is one of the worst companies in this field.”
“The shoes came as ordered. One pair did not fit and I returned them and ordered another size, however that size was not available when Cobbler Union processed the return ( even though it was available when I decided to return the shoes and asked for the new size)”
“This is my 2nd pair of CU shoes.... Really solid value for the price! I did have a small hiccup this time where I placed an order for 2 pairs of shoes, was told they were en route from Spain, and then had both pairs cancelled on me for lack of availability. A week later I checked the site and 1 of the 2 colorways were showing available in my size still, so I ordered again and they were shipped. Glad that I looked so I could buy them ;)”
“I was a little suprised at how long it took to receive the items. I first thought these boots were in stock, but I was informed they would need to be made. I did like the feedback I recieved, and I was also grateful the boots were shipped with UPS. In terms of fit, the boots are a little tight, but the quality of leather is impressive and I look forward to purchasing another pair of boots through Cobbler Union.”
“I order a midnight blue Christopher by factory outlet..yes I love it..eventhough I have a big discount 100 mor dollars I guess..I understand that coz of discount there's have some defect..but mine have a very obvious mess up..the part of soul have a damage and how they cut are not the same to the pair of shoes..coz how I like this shoes,no regret for me..hoping next time..not so obvious the damages..”
“Especially when on sale, but not only then, Cobbler Union shoes offer outstanding value for money. Construction and fit are excellent at this price point, but I think that the quality of the leather uppers on the shoes I bought could have been better.”
English