Reviews for Grenson show a clear split: many customers praise the fit, craftsmanship and helpful in-store or repair experiences, while a substantial number report problems with online orders, returns and customer communications. Specific product issues reported include early glue failure, detached rivets and soles wearing sooner than expected in a minority of cases. Multiple reviewers advise keeping proof of purchase and checking return and customs information before ordering, particularly from outside the UK. If you value trying shoes in person and direct store support, several reviews indicate better outcomes in-store; online buyers should weigh the mixed reports on shipping, returns and after-sales response.
Examples from available reviews (Oct 2018 – Feb 2026).
Resole service exceeded expectations with good communication and quick turnaround.
“they communicated at every stage very clearly”
Duties unexpectedly charged and customer service unhelpful; package returned.
“Their customer service is absolutely horrendous.”
Loafers' glue came undone after a month and refund requests ignored.
“the glue started to get undone about a month after purchase”
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”
Service reports are mixed: several customers praise helpful in-store staff and repair turnarounds, while many describe unresolved orders, misleading delivery options and returns problems.
Views on value vary: some call items inexpensive or worth the price for quality, while others complain about high prices or unexpected fees and deductions on returns.
User experience is inconsistent: positive notes on comfort, fit and quick delivery contrast with reports of website faults, wrong insoles and difficult returns processes.
Product quality draws praise for craftsmanship and longevity, but multiple reviews report early faults such as glue failure, detached rivets and soles wearing prematurely.
Communication is a frequent concern: many reviewers report ignored emails, no replies and poor phone support, while a minority note clear updates during repairs or shipping.
Overall experiences are split: many customers report satisfaction with fit, quality and in-store help, but an almost equal number report delivery, returns or service failures.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (29) · Reviews (19) · Reviews (1) · Quotes shortened · As of: February 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 long-established British footwear maker specialising in leather shoes and boots. The brand has a heritage reputation for handcrafted styles and sells through its own retail outlets and an online store. People searching reviews typically look for information on craftsmanship, fit, durability, delivery and after-sales service.