Slow poor customer care.
So I still love their boots and have been a customer for 40 years, I received a pair of £200 boots damaged and customer service are making it so hard. I’ve even offered to take a partial refund and keep them just for ease, but in nearly two weeks they are slow getting back to me and keep asking for more photos of the labels and box. I mean - they were sent from the official website. The original size exchange was organised in a London store. What is the issue here? You can see what you sent me. I should be sent a pristine pair, or a partial refund, and quickly!You buy shoes in season to wear, not fight with the company about until it’s too warm ti wear them!!
Susan Hales
Extremely disappointed
Extremely disappointed with how this order was handled.I ordered a pair of boots for my wife’s birthday. She had been talking about them for a while and this was the one thing she genuinely wanted. I placed the order, the payment was accepted, and I received confirmation. A few days later, I was notified that the order was canceled due to overselling stock and that a refund would be issued.The customer service representative I spoke with was professional, but the only solution offered was to sign up for restock notifications and try again, with no guarantee it won’t happen the same way next time.This isn’t about hype or limited inventory. It’s about process. If an item isn’t secured, payment shouldn’t be captured. Accepting a customer’s money and confirming the order, then canceling days later because inventory wasn’t accurate, is a systems failure. When the purchase is tied to a birthday and specific plans, that breakdown has a real impact.I’m not leaving this review out of emotion. I’m leaving it because this is a preventable issue. For a brand with this reputation, inventory control and order validation should be tighter than this. I hope it’s addressed so other customers don’t experience the same problem.
david Jerry
Every pair has been sent back…
Every pair has been sent back absolutely useless always too small
Paul Hudson
My docs failed in the 13th month of…
My docs failed in the 13th month of ownership. It was quite a catastrophic fail especially after not a lot of wear but still just outside of the guarantee. I contacted them in the hope I’d at least get a discount on a new pair! Nope. Full refund and 15% discount on my next pair of docs. Brilliant customer service. Thank you! I’ve been wearing docs for 40 years. This is the only time I’ve had a problem. And sorted so well. Thanks again!
Lorna
The $15 discount isn't actually available
The website didn't have a way to register for the $15 discount, and after I bought the shoes and tried to communicate with the company to ask for the discount I just received spam-type responses from customer service. I would advise potential customers that the $15 discount is not actually available, and that Doc Martens doesn't respond to its customers.
dbacon
Lost confidence
This company is a shell of what it once was. I was brought a pair of mules, these are not cheap shoes. Within a week a wear the stitching has come away, unfortunately these were a gift for me. From that point customer service has been abysmal. They are literally making the purchaser send photos of the receipt, box, damage, etc. It has been an absolute headache for what seemingly is a manufacturing issue. I’ve been a big fan of this brand but on this occasion, they’ve completely lost my buyer confidence. For this, I can no longer recommend this brand.
Jasper
Hi my name is jesse
Hi my name is jesse. I grew up in Southern California and can remember my first pair of docs in the 90’s I was 14yrs old. Docs during the punk stage was Epic. I’m now 43 yrs old and am a tile installer in Colorado. I always buy the brown wild horse editions for work and have a pair for leisure hands down best work shoe. Had them for 3 yrs now wear them every day and clean up well.. wouldn’t change a thing
Jesse Vickroy
Pompholyx
Unfortunately, Dr Martens gave me and my husband pompholyx for the last 3yrs which is probably going to be lifelong.
Oana
Great quality
Great Shoes and always great quality
Mark
Ordered doc shoes last Wednesday
Ordered doc shoes last Wednesday, still not received then it’s now 8 days later, emailed 3 times no reply. I have purchased a lot of docs over the years always received them within 2/3 days. Really disappointed with dr martens
t shearer
Dr Martin’s shame.
Dr. Martins shoes bought straight from the website. Unfortunately, I waited for nine months to wear them as my other pair still had lots of wear left in them. Within three months of wearing the new pair, apart from being excruciatingly painful, the sole had come away with a 5 inch rip in the plastic. I tried getting it fixed but the warranty had expired. I tried gluing it but it came apart. Now the right hand side has exactly the same issue. I’ve got to throw away virtually new shoes. The only part that is salvageable are the laces. Really, Dr Martin’s shoes are not what they used to be. You are not buying the traditional product, but some cheap variation with the brand on it. I really wish I could submit pictures so you could see that the leather is almost untouched but the soles on both shoes have fallen apart a disgraceful con playing on a once great name.
simon clarke
Poor quality and absolutely abysmal customer service
Such a shame how this brand has gone downhill recently.Have bought 4 pairs of boots in the last 12 months and 2 of them have failed within 6 months of purchase. 1 pair the leather cracked and progressed to large holes and the last pair left me with soaked feet after wearing them in the rain. Never received any acknowledgement of my first 2 emails on both purchases and then got a standard reply requesting photographic evidence. Sent that and then everything went quiet for over a month despite regular emails from me.Finally got a response that just said they do not guarantee that their boots, despite costing £170 per pair, are water resistant. I questioned this last email and, unsurprisingly, have had no response.
Reece dEntrecasteaux
I would like to say thank you Ana R
I would like to say thank you Ana R. from customer support. My package was lost but she did a great job to help me get the item I ordered. Very satisfied!
Olena Mitkokher
Awful customer service
I purchased a pair of 2976 Bex Chelsea Boots from Dr. Martens for £180, expecting the durability the brand is known for. The boots were around two years old when the sole split, and they had only been worn occasionally - not as everyday footwear.At this price point, I do not consider a sole splitting to be reasonable wear and tear. For a brand marketed around longevity and quality, I expected them to last significantly longer.I raised the issue under the Consumer Rights Act 2015, as goods should be of satisfactory quality and reasonably durable. Unfortunately, my claim was rejected. The response felt automated and dismissive, and my concerns about durability were not meaningfully addressed. It did not feel like my complaint had been properly considered.Very disappointing both in terms of product durability and the customer service experience.
Lucy O'Donnell
Unfortunately joining the queue of…
Unfortunately joining the queue of dissatisfied customers of Dr. Martens.After two months of use the sole has broken apart from the shoes as the glue has disconnected. Really low quality. Since it was a gift and don't want to bother the giver with this inquiry I can't proof original purchase and Dr. Martens won't assist.So generally don't buy Dr. Martens, as your shoes might break apart within the first months of use. Be sure to save every single piece of evidence, as the customer service ain't there for your sake. Only to limit Dr. Martens loss on bad quality products.Sad.... I've bought Blundstone instead. So much better in every way. Quality and customer service.
David
THIEVES THIESVE THIESVES
THIEVES THIESVE THIESVES Took my money - no goods - 2 months of fighting to get what I paid for
Anne smith
More vegan options please!
More vegan options please!
M25
Purchased my first pair of boots for my…
Purchased my first pair of boots for my wedding, emailed within the day of arrivalRegarding faulty boots, haven’t even worn them yet, after nearly a week I had a response asking for more photos of the boots in our, soles and tongue, sent these off and expressed my urgency for replacements, after 2 weeks of these boots no reply.
Kieran collyer
Absolutely love my new boots
Absolutely love my new boots. I thought I’d need to wear them in for a good while like my last pair - but they were comfy from first go! Nice chunky boys, give me a good extra couple of inches in height and loving the quality
Anon
AVOID! THEIR WEBSITE STOLE MY MONEY
AVOID! THEIR WEBSITE STOLE MY MONEYPlaced the order on Jan.4th for a 99 pound shoe, not a single update one month later, no order received, no customer service helping me despite the fact that I have reached out to them via online form and many times via Facebook. Customer service people include Clo and Olive, these people are not trying to resolve any issues and only delaying everything. I haven't got a refund yet and I don't know how long will that take. This place basically steals your money in the name of shopping. Avoid at all costs!!!
customer
