Customers like Grenson’s classic leather build and say in-store repairs work well. Several reviews mention early failures, including glue coming apart and leather peeling. After-sales support is mixed: some people get quick, clear updates, while others say returns go unanswered and refunds drag on. Overall, feedback splits between strong in-person help and problems with online orders.
Examples from available reviews (Oct 2018 – Mar 2026).
Received very small items; refund process obstructive and slow.
“they put lots reasons to put me off .”
Boots fell apart after two weeks and refund offer inadequate.
“all the material had come off.”
Resole service renewed 11-year-old boots to near-new condition quickly and affordably.
“My boots look absolutely brand new.”
Shoes superbly made, fit perfectly and reviewer highly recommends.
“they are superbly made look fantastic and fit perfectly”
People often praise repairs and in-store help for bringing boots back to life and sorting problems. Online orders and returns draw frequent criticism for delays, missing refunds and promises not kept. Some reviewers also say they were charged without receiving the item, or had postage taken off their refund.
Many reviewers are fine with the higher price when the fit and durability meet expectations. Others point to repair costs or fast failures that make the purchase feel like poor value. A few bought on discount and felt it was better value than paying full price.
Several accounts mention website and ordering issues, such as missing order history and paid orders that never shipped. Delivery speed and in-store fitting get positive notes, including next-day delivery nationwide. The missing purchase history issue comes up less often, but it does appear.
Many reviewers describe problems like visible glue, peeling leather, loose rivets and items arriving dirty. Others report well-made, comfortable shoes with good leather that last over time. Together, the reviews show a sharp gap between long-lasting pairs and early material or build failures.
Many reviews mention emails going unanswered, support staff giving wrong information, and reluctance to clear things up. When specific named staff step in with clear updates and proactive help, they get praised. Poor communication comes up repeatedly, especially around returns and refunds.
Long-time buyers and in-store shoppers often describe reliable experiences and repeat purchases. Others report quick wear and unresolved after-sales problems, including withheld refunds or suggestions to pursue chargebacks. Overall opinion is sharply split between happy repeat customers and a cluster of serious service or quality complaints.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (29) · Reviews (19) · Reviews (1) · Quotes shortened · As of: March 2026
Received very small items; refund process obstructive and slow.
“they put lots reasons to put me off .”
Shoes excellent, but customer service slow and refunds delayed.
“The shoes are brilliant, but the after-sales experience could really do with improvement.”
Reviewer believes product quality has declined with glue and fit issues.
“Poor quality - glue showing - sizes don't fit as they should”
Customer service provided incorrect information and resisted clarification.
“Customer services give incorrect information, and double down when they're asked to clarify.”
Returns and customer service unresponsive; no acknowledgement nor refund yet.
“Very very poor customer service.”
Long-term buyer satisfied with shoes; website purchase history missing older orders.
“The only minus is that i can't find anymore on the website history of my purcases”
Boots fell apart after two weeks and refund offer inadequate.
“all the material had come off.”
Seven-year-old boots restored like new by resole and repair service.
“The boots look amazing. As good as new”
Resole service renewed 11-year-old boots to near-new condition quickly and affordably.
“My boots look absolutely brand new.”
Shoes superbly made, fit perfectly and reviewer highly recommends.
“they are superbly made look fantastic and fit perfectly”
Duties unexpectedly charged and customer service unhelpful; package returned.
“Their customer service is absolutely horrendous.”
Order not packed or shipped after two weeks; customer responses generic.
“Ordered 2 weeks still not packed or shipped.”
Paid but goods not delivered and customer service/contact options failing.
“Grenson have cashed the cheque but failed to deliver the goods.”
Resole service exceeded expectations with good communication and quick turnaround.
“they communicated at every stage very clearly”
Loafers' glue came undone after a month and refund requests ignored.
“the glue started to get undone about a month after purchase”
Boots failed within six months and repair cost exceeded purchase value.
“Boots broke in <6m.”
White sandals good quality and customer service helped with an order issue.
“Really nice quality and customer services super helpful when there was an issue with the order.”
Happy with product quality and fast national delivery, recommends Grenson.
“Grenson Shoes Quality Style Designs delivery spot on 24 hrs Nationally”
Returns process ignored emails and messages; reviewer recommends chargeback.
“Dismal returns process.”
Next-day delivery charged but not guaranteed; refund deducted postage and ignored.
“the postage fee for delivery of the parcel to me was deducted”
Repeat buyer always received great service and well-fitting shoes.
“I’ve always had great service.”
Sizing issues, used insoles sent and web form contact went unanswered.
“arrived with one size 6 insole and one size 7 insole.”
Rivet detached after a few months and customer service refused repair.
“DO NOT ORDER poor quality and customer service”
Grenson helped replace boots and provided excellent in-store service and quality.
“James and the team at Grenson really went the distance to help out”
Company demanded proof of purchase and refused help; reviewer paid local repair.
“Keep your receipts forever.”
Comfortable boots with slight toe wear, otherwise satisfactory and good value.
“I bought boots, comfortable and comfortable.”
Comfortable boots bought at discount but regular prices are very high.
“But the prices are very high.”
Professional consultation and great service; quality justifies high price.
“Yes, the price is high, but the quality is worth it.”
Repeat buyer praised great communication and next-day delivery.
“Lovely shoes, great communication and arrived the very next day.”
Duties unexpectedly charged and customer service unhelpful; package returned.
“Their customer service is absolutely horrendous.”
After-sales struggled to supply replacement laces; overall service terrible.
“grenson struggled to get it right aftersales terrible”
Leather coating flaked after one wear and customer service unhelpful.
“the leather flaked and peeled off the top coating after one wearing.”
Reviewer warns others about horrible customer service.
“This brand has horrible customer service”
I recently purchased a pair of shoes from Grenson and I must say, I am thoroughly impressed with their products. As someone who values high-quality craftsmanship in footwear, their handmade British designer shoes did not disappoint.
The attention to detail is evident from the moment you lay your eyes on these shoes. From the intricate brogue design to the perfectly tanned leather material used, everything was spot on.
Personally, I found them extremely comfortable to wear even after wearing them for long periods during my work shift. The boots offer excellent support while still remaining stylish- both men's and women's designs are presentable equally well..
Another aspect that stood out to me was how durable they were built; these shoes will last for years without any signs of damage or deterioration.
Overall, Grenson has exceeded my expectations as a customer and given me an experience worth remembering. Their dedication to quality shows in every product they make -- quite impressive for a brand established since 1866!
Sneakers had slightly off tongue stitching but otherwise fine; next-day delivery.
“the tongue stitching is a bit off.”
Leather lining wore through quickly and repairs were ineffective; reviewer disappointed.
“the leather lining on the heal wore through”
Two pairs fit well in US sizing; one had tongue movement issue.
“the tongue keeps moving it dont stay put.”
Comfortable, good leather, generous sizing and outstanding styles; reviewer owns many pairs.
“Their shoes are comfortable, the leather is good quality”
Company efficiently handled Brexit-related return, refunded and made a commercial gesture.
“they made an incredible commercial gesture in apology.”
Received wrong shoes, return received but no communication or refund provided.
“I have had absolutely no communication regarding my refund”
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.
Grenson is a British shoemaker that designs and makes leather footwear. It sells boots, brogues, loafers and trainers. You can buy through Grenson’s website or its physical shops. The brand also offers repairs and aftercare. Product pages usually list materials, sizing advice and delivery details.