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
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 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.