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
Two pairs of boots fell apart after short use.
“Poor quality.”
Boots split after under a year despite expected durability.
“they split all the way to the inner fabric.”
Returned three items but only one refund, no customer response.
“I returned all 3 items in my delivery however have only been refunded for 1.”
Boots caused foot wound and were hard to walk in.
“Dad quality, so hard to walk in this like concert shoes.”
Shoes fell apart within a week and returns were obstructed.
“I bought shoes and they fell apart 7 days after purchase!”
Order received with no confirmation and poor customer service.
“received no email confirmation for my purchase.”
Three contact attempts had no reply about missing £200 boots.
“3 attempts to contact them with no reply”
Customer service replied promptly and was very helpful.
“The customer service replied in a timely manner and was beyond helpful.”
Company sent wrong item and refused to correct without refund and repurchase.
“they sent me the wrong item and wouldn't let me send wrong item back”
Sole tore off and promised replacement never arrived or was answered.
“the sole started cracking and eventually completely tore off.”
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.”
Boots fell apart under two years and customer service failed to help.
“They lasted less than 2 years and they are falling apart.”
Customer service helped generate return labels after website issues.
“we finally managed to get the Royal Mail returns labels generated”
Received wrong items and waited two weeks for refund without resolution.
“I ordered a pair of sandals and got 4 pairs of brogues instead.”
Platform shoes had internal wear and became unwearable; support unhelpful.
“These shoes are defective and unwearable.”
Customer service was unhelpful and refused to accept responsibility.
“I was met with unhelpful responses and a refusal to take responsibility.”
Order went untracked and sold out without notification, causing work problems.
“never received any tracking or updates.”
Return processed quickly and refund issued within a week.
“I got a full refund processed in under a week.”
Faulty sandals were replaced quickly after contacting customer service.
“they were replaced after a quick chat with their great customer service.”
I recently visited the Dr. Martens store at Northridge Mall. I wanted to learn more about my purchase, as I wanted to clean my shoes before using them, and was harassed by the attendants. They kept following me and I felt pushed into buying something that would not add any value to my experience at the store. I walked out when I realized that they were not trying to be customer-friendly, but just focused on making sales.I didn’t like the harassment from the store despite it having quality products. I would not recommend it either to people who are inquisitive like me because it’s disappointment awaiting you!
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.