“I had a number of mess-ups on the same order. Firstly, my order was split into two separate parcels. 1 of which was sent via Yodel who then after one failed delivery attempt, due to it being a bank holiday, returned the item to sender - no redelivery attempt was made. The 2nd parcel wasn't even delivered after a week of sitting in the warehouse - I'm still waiting for it to be despatched.
I spent hours, trying locate my 1st parcel; speaking to both Yodel and Office via live chat (which is frustrating in itself) trying to sort out the problem, none of whom wanted to admit ownership.
In speaking to both companies, nothing was straight forward or easy - from getting answers to questions I had asked, to receiving the compensation from Office for the time that I had wasted trying to sort out this matter. Which was eventually granted; however, I felt like I had to jump through hoops just reach a satisfactory conclusion, when it would have been so much easier to give me what I wanted from the start. Really poor form and terrible customer service.”
“Should have read previous customers reviews, as I too, have been scammed by this Company. Over 2mths ago, placed an on-line order for a pair of Ugg Boots ( as they were the only UK store who had them in stock) sized up as got wide feet but when they arrived the Boots were too Big!. So I went onto the ‘returns section’ on their website and clicked to request a ‘returns label’ which was emailed over to me immediately attaching a ‘Yodel Returns Label’ to print off & attach to my parcel I wanted to return. The Ugg Boots were wrapped exactly as they arrived in the same box & packaging & sealed securely (with the invoice/ advice slip requesting a refund as’ Too Big’) with brown strong parcel tape & the Returns label taped on securely with clear sellotape. Then a few days later(all within their 28 day returns date policy) my parcel was dropped off at my local Yodel click&collect Store. I had proof of handing over the parcel & tracking
details, which showed the Yodel courier collected my parcel from the store less than one hour that I had dropped it off and was returned by the their return’s department in Kilmarnock 4 days later. After a week I suddenly had a email saying that the parcel I returned with Ugg Boots in, Suddenly & Magically changed into ‘something else’ in a box with Chinese stickers and therefore ‘Would Not’ be refunding my monies paid. After over dozen emails & Live chats they refused to believe that I ‘HAD NOT’ returned the Ugg Boots, but could not provide me any evidence what was in this ‘mysterious Box with Chinese stickers’ or, send this back to me so I could make my own investigations!, Now two months on, I was emailed back by their Customer Services( who seemed to be replying to me from a script) informing me that this was their ‘Final Response’ and I should raise a chargeback with my Credit Card company!
So, Unless you know you would definitely keeping goods ordered on-line, I suggest YOU DO NOT purchase any Goods from this company as YOU will not get your monies from this company!.”
“Should have read previous customers reviews, as I too, have been scammed by this Company. Over 2mths ago, placed an on-line order for a pair of Ugg Boots ( as they were the only UK store who had them in stock) sized up as got wide feet but when they arrived the Boots were too Big!. So I went onto the ‘returns section’ on their website and clicked to request a ‘returns label’ which was emailed over to me immediately attaching a ‘Yodel Returns Label’ to print off & attach to my parcel I wanted to return. The Ugg Boots were wrapped exactly as they arrived in the same box & packaging & sealed securely (with the invoice/ advice slip requesting a refund as’ Too Big’) with brown strong parcel tape & the Returns label taped on securely with clear sellotape. Then a few days later(all within their 28 day returns date policy) my parcel was dropped off at my local Yodel click&collect Store. I had proof of handing over the parcel & tracking
details, which showed the Yodel courier collected my parcel from the store less than one hour that I had dropped it off and was returned by the their return’s department in Kilmarnock 4 days later. After a week I suddenly had a email saying that the parcel I returned with Ugg Boots in, Suddenly & Magically changed into ‘something else’ in a box with Chinese stickers and therefore ‘Would Not’ be refunding my monies paid. After over dozen emails & Live chats they refused to believe that I ‘HAD NOT’ returned the Ugg Boots, but could not provide me any evidence what was in this ‘mysterious Box with Chinese stickers’ or, send this back to me so I could make my own investigations!, Now two months on, I was emailed back by their Customer Services( who seemed to be replying to me from a script) informing me that this was their ‘Final Response’ and I should raise a chargeback with my Credit Card company!
So, Unless you know you would definitely keeping goods ordered on-line, I suggest YOU DO NOT purchase any Goods from this company as YOU will not get your monies from this company!.”
“As per other reviews on here I too have had an awful first experience using Office - bought a pair of Timberland boots which were in full stock on line, seemingly a quick dispatch after placing my order but then no delivery arrived on date given by Yodel tracking. When I chased Yodel for an update on their Live Chat was told the depot was being contacted as there had been a delay and to wait 48 hours for an update or new delivery date. Informed the customer support team at OFFICE and again they said they would investigate there end and update me in 48 hours. No update received from OFFICE (even though they apparently send an email) but tracking info was amended on Yodel to state "Being returned to sender" and to contact them direct for further info. When I chased OFFICE again they told me the parcel had been lost, funny how they seem to use that one liner a lot yet do nothing about the courier service they use to rectify the issues for customers. The boots were still showing as in stock but now limited amount available, I wanted my order and had to repeatedly tell the customer service assistant to reorder the exchange for me, they didn't want to do this and just kept saying there's limited stock and to issue me a refund. The customer support team are surely supposed to offer support by actually doing as the customer has asked. BTW - There's no complaints department (again funny that) - and the customer support team say they will deal with the complaint yet they make it worse by not listening or helping customers, simply say they will refund you and that they do not offer any good will gestures or compensation so clearly as per others experience this company is a total sham and not worth your money. DO NOT WASTE YOUR TIME OR MONEY USING THEM!! Unless you can speak to a human being and buy off the shelf once you've tried in a shop environment then don't bother using them. It was my first time shopping from OFFICE and definitely my last. Awful experience. No stars given.”
“I should have read customer’s previous reviews, as I too, having been scammed by them as over 2 months ago, I ordered online a pair of ‘Ugg Boots’ but they were too big so I was emailed a ‘Yodel returns label’ to print off and attach to my parcel, which I did & returned my parcel for a refund, in the exact box & packaging via my local Yodel collection/drop-off store & have now been accused by ‘Office’ customer Services, of sending something else in a box with Chinese stickers!. After over dozen emails to their Customer Services requesting proof of this & asking what was in this box, as well as asking for them to return this back to me then, if it didn’t belong to them, was told to raise a chargeback with my credit card company and that was their ‘ Final Response’ and they refused to pay back monies owed to me. So, Yes Be Warned, Do Not Use This Company if you are considering ordering any Goods online, unless, you are definitely sure you are going to keep them, as if you try to return them for a refund You ‘Will Not’ get one!!.”
“I shop in the Wandsworth store branch (0158).I was served by a lovely member of staff called. Natalie ,as she helped me find a love pair of shoes for my 50 birthday, excellent customer service 😀 😊”
“I love Office shoes, I’ve shopped their for over 25 years and have always been happy with every purchase.The staff are always friendly and very helpful.”
“Ordered a pair of Ugg boots and when I received delivery 21/01/23 I opened the box up to find amongst tatty paper no Ugg boots! They were a similar style boot but not uggs the label inside said dream pairs?!? I went into Leeds white rose store the following day and took the boots in to show them I had been sent incorrect ones and the assistant said we don’t even stock these boots! So quite clearly someone has pulled a fast one and due to incompetence of whoever packed my order ready for shipping they haven’t been checked to make sure everything was as it should be before sending out. The assistant in store phoned customer services and was asked to take photos of the boots. I was told to take the boots home and that they were going to check cctv in the warehouse and I would receive an email from Adam H the following day. I never heard anything from Adam H or anyone else from office so I returned to the same store 24/01/23 and spoke to the same assistant. She phoned customer services again and this time it was Megan C who was going to deal with things and promised she would be in touch with me by 3pm that same day. I didn’t hear anything from Megan C either but I had been given an email address for her so I emailed her the following day. Still not had any acknowledgment of that email or any correspondence from office at all. So I thought I would try messaging on social media so sent a message through Facebook messenger outlining the issue. Someone on there replied to confirm my billing address and then said they will investigate. Not heard anything back so I messaged a few days later asking for an update. I got a reply the following day simply saying yes we are investigating. This is absolutely appalling customer service never getting back to me when you say and constantly fobbing me off. I know my rights and I have the right to receive the item I ordered or a full refund. Why am I having to chase everything when office is supposedly a reputable business? I trusted them with my money but they are a set of crooks. I’m sure £145 is a drop in the ocean to them but it’s a lot of money to me and I don’t even have anything to show for it now. Avoid them at all costs and spend your hard earned money else where.”
“The customer service help chat is terrible, I’ve tried to contact multiple times and each time have been waiting in the queue for over an hour! I bought shoes a month ago and they were never delivered and sent back to Office. Office have been awful at helping and trying to resend the shoes. Never order online with these people!!”
“I received a dispatch notification and estimated delivery date shortly after placing order - Great I thought..... could not have been more mistaken.
The delivery date came and went and then the tracking details did not update. I contacted Office via their online chat - the only way to reach out to them. It can take several hours to make contact and I had to use a laptop as never got an answer via the app even after 3 hours waiting. I was condescendingly told to "be patient" (having spent hours waiting to speak to them) and to give it a few more days because of the bad weather they had a backlog with the delivery company. Nothing arrived and the tracking didn't update so after a few more days I spent another hour plus trying to contact them to be told they will "raise the issue" with the delivery company. Nothing proactive from Office at all to keep me updated or show they were taking any steps at their end.
No one contacted me yet again so I spent another hour waiting for a chat agent to be told the item had been "lost" and they would need to send me a replacement but would do so with next day delivery - already cutting it fine for Xmas but accepted as that was the best they could offer in the circumstances.
No further updates or dispatch email so once again spent 1 hour waiting for another Office chat agent who said I need to give it 5-7 working days for the replacement to be dispatched! This is well past Xmas and complete contradiction to what their website that was advertising - to order now for pre Xmas delivery!
No further help from their online support and just given a generic email to raise a complaint which has a 5-7 working days response time according to their website so not expecting much.
Overall a useless company with zero customer support, false advertising and an incredible drain on your personal time when trying to contact them. AVOID!
UPDATE - contacted them using the email provided in the reply to my TrustPilot review. Did not get a response. Reached out to them again on the 31st of December to be updated. Told that my order has been cancelled due to “stock issues” - bearing in mind that the original order was placed on the 9th of December this is beyond a joke.
I genuinely feel this company has all the hallmarks of a failing business. They are taking orders (and your money) when they know they will never be able to fulfil them - probably in the hope of demonstrating some sort of cash flow for their accounts.
I’m now going to begin the undoubtably lengthy process of getting my money back. At least I paid on the credit card so there are some assurances.”
“Absolutely disappointing services. I ordered a pair of shoes for a Christmas present on the 20th December as they had advertised next day delivery. Only to be told on the night of the 22nd (at 8:12pm) that the order was cancelled "We are very sorry but due to limited stock availability the below item(s) could not be dispatched to you". Given this was a present, I will now be empty handed and this is EXTREMELY disappointing.”
“Extremely awful experience purchasing something online! My order never arrived and they never contacted me about not having it redelivered and just plan to give me a refund.
So basically I waited something that I paid for nothing. They said they will contact courier for redelivery options but they didnt”
“Placed an order 15/11. Money taken from account but no order number sent or confirmation. To date I have no goods
Unable to contact. Sent emails no response. Can’t get past no 10 on the live chat I want my money back please 😡😡”
“I bought a pair of black converses in Oxford Street from Tianna on 16th September and found them to be uncomfortable at the back when I tried them on at home, on a wooden floor, once, only walking a few steps across my sitting room floor. I have just gone to the Richmond branch of Office to return them, to be told by the manager Priscila that they have been worn. I have not worn them! She has refused a refund so I have been seemingly tricked by Office. I will never shop in their store again and the customer service is terrible. I am really shocked to be treated like this. Perhaps I was sold a display pair without being informed, but as a very honest person these shoes have not been worn by me.”
“I ordered some shoes on line, still waiting 9 days later, they were despatched a week ago and still nothing, spoke to office live chat who are absolutely rubbish, I can’t claim my money back from my cc for another 9 days, I don’t even want the shoes now but I can’t get a refund until there delivered and that’s if they ever are delivered. I will never order from office again, they’re an awful company”
