Reviews in this set show recurring concerns about product durability and the speed or consistency of customer service and communications. Multiple customers report boots splitting, soles cracking or fast wear shortly after purchase, and several describe slow or absent replies regarding refunds or replacements. At the same time, a minority of reviewers name specific staff (for example Ana, Chiara, Emmanuel) who provided timely refunds or helped resolve returns. If you’re considering a purchase, keep proof of postage, photograph any faults, and note order/return references; these steps were useful to customers who obtained refunds or replacements.
Examples from available reviews (Dec 2021 – Feb 2026).
Rivets and construction failed shortly after purchase.
“First rivet disconnect after ONE week, second one after one month.”
Customer support offered quick refund for faulty loafers.
“offered me a refund since the loafers were out of stock.”
Customer service helped generate return labels after website issues.
“we finally managed to get the Royal Mail returns labels generated”
Three contact attempts had no reply about missing £200 boots.
“3 attempts to contact them with no reply”
Many reviewers describe poor customer interactions: pushy in‑store attendants and slow or unhelpful support responses. Several, however, name staff who handled issues well.
A small group report that price increases aren’t matched by durability, calling recent purchases poor value after early failures or rapid wear.
A few reviewers report website or returns‑form faults (label generation, feedback pages) that complicated returns; sample size for this issue is small.
Numerous reviews report premature faults: cracking soles, detached rivets, inner splits and painful fit after short use, though some customers still praise older pairs.
Frequent complaints about no replies, missing order confirmations and late responses. Several reviews, however, praise clear, timely help from named agents.
Most reviewers express dissatisfaction with recent purchases and support, citing returns or durability problems; a minority report effective resolutions and refunds.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Collected.reviews (1) · Quotes shortened · As of: February 2026
My package was lost but customer support helped resolve it.
“I would like to say thank you Ana R. from customer support.”
My package was lost but customer support helped resolve it.
“I would like to say thank you Ana R. from customer support.”
Sole split after two years and complaint was rejected.
“the sole split”
Sole split after two years and complaint was rejected.
“the sole split”
Sole separated after two months and customer service wouldn't assist.
“the sole has broken apart from the shoes as the glue has disconnected.”
Sole separated after two months and customer service wouldn't assist.
“the sole has broken apart from the shoes as the glue has disconnected.”
Paid but never received goods, two months fighting for resolution.
“Took my money - no goods - 2 months of fighting to get what I paid for”
Paid but never received goods, two months fighting for resolution.
“Took my money - no goods - 2 months of fighting to get what I paid for”
Customer requests more vegan product options from the brand.
“More vegan options please!”
Customer requests more vegan product options from the brand.
“More vegan options please!”
Reported faulty wedding boots but received no reply for two weeks.
“after 2 weeks of these boots no reply.”
Reported faulty wedding boots but received no reply for two weeks.
“after 2 weeks of these boots no reply.”
Boots were comfortable immediately and quality felt good.
“they were comfy from first go!”
Boots were comfortable immediately and quality felt good.
“they were comfy from first go!”
Placed order and received no updates or refund despite contacting support.
“not a single update one month later, no order received”
Placed order and received no updates or refund despite contacting support.
“not a single update one month later, no order received”
Leather split within a year and neither manufacturer nor retailer helped.
“The leather has split within the first year of light wear.”
Leather split within a year and neither manufacturer nor retailer helped.
“The leather has split within the first year of light wear.”
Sandals collapsed within a year and warranty claim was denied.
“These will not last a year, and Dr Marten will NOT stand by the product”
Sandals collapsed within a year and warranty claim was denied.
“These will not last a year, and Dr Marten will NOT stand by the product”
Long delays, confusing communications and slow refunds from customer service.
“It's over a month since I ordered!”
Extremely poor customer service and delayed dispatch with missing items.
“I will never order from Dr Martens ever again.”
Store team were very helpful when returning faulty boots.
“the team were incredibly helpful.”
Helpful store team assisted with a faulty return and were professional.
“the team were incredibly helpful.”
Returns policy was costly and time-consuming.
“Abysmal returns policy - costly and time consuming.”
Returns policy is costly and time consuming, deterring future purchases.
“Abysmal returns policy - costly and time consuming.”
Boots cracked after three months despite proper care; complaint rejected.
“cracked after just three months of light use.”
Boots cracked after three months despite light use and care.
“cracked after just three months of light use.”
Boots developed stretch marks after one wear and customer service ignored complaint.
“they are already absolutely covered in stretch marks.”
Boots developed stretch marks after one wear and ignored complaints.
“absolutely covered in stretch marks.”
Missing parcel replaced promptly and customer kept informed.
“they sent a replacement immediately after and kept me in the loop.”
Missing parcel was replaced promptly and customer service kept me updated.
“they sent a replacement immediately after and kept me in the loop.”
Shoes peeled after two wears and customer service refused to help.
“the heel/collar area started peeling/scuffing”
Shoes peeled after minimal wear and customer service refused assistance.
“They were worn literally twice and the heel/collar area started peeling/scuffing, looks awful already.”
Shoes arrived used and dirty, with hair inside; no prompt response.
“the inside soles are marked and covered in someone else’s HAIR!!”
Shoes arrived scuffed, marked and with hair; customer service delayed replies.
“covered in someone else’s HAIR!!”
Leather cracked after 18 months and customer service would not assist.
“the leather of the boots has degraded and cracked”
Leather degraded and cracked after 18 months; service refused remedy.
“the leather of the boots has degraded and cracked”
Long-lasting sandals remained perfect after 45 years, recommends official site.
“45 yrs later just a polish and perfect..”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Dr. Martens is a British footwear brand best known for its leather boots and distinctive air‑cushioned soles. The company sells signature boots and shoes through both physical stores and online channels, and provides support and returns services for customers. People researching Dr. Martens reviews commonly look for information on durability, sizing and the brand’s after‑sales support.