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
Poor communication and ignored emails; company wouldn't amend order.
“Very poor customer service, poor communication.”
Excellent quality and service with next-day delivery to France.
“Can't fault Grenson for quality or service...!”
Long-term satisfied customer praising Grenson shoes over many years.
“more than happy with grenson shoes”
Boots wore badly around toes from month one and customer service required return.
“from month 1 they started to wear badly around the toes”
Received multiple pairs appearing worn and dirty with defects each time.
“They all came dirty, shoes laces were filthy and the glue was everywhere!!!”
Trainer repeatedly arrived dirty with suede scratched and glue applied poorly.
“They come dirty! Shoes laces filthy.”
Customer service representative Laura went above and beyond to find laces.
“Laura, of their customer service team, went over and above to assist me”
Outstanding aftercare and attentive re-sole service received.
“Absolutely outstanding customer aftercare and attentive service”
Customer service sent replacement buttons free and provided reassuring help.
“Laura posted two replacement buttons and fixings to me - free of charge!”
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.