Reviews repeatedly mention orders that never arrive, parcels that go missing or end up at the wrong address, and refunds that customers say are delayed or not paid. Many shoppers describe messages going unanswered and long waits for a reply. Several reviews single out in-store staff for helpful service. Ratings swing widely between very low and very high scores.
Examples from available reviews (Mar 2025 – Mar 2026).
Praises Lingaani at Newcastle Eldon Square for outstanding customer care.
“She is a delightful individual who is a real credit to your company.”
Shoes arrived mouldy and refund didn't cover shipping/customs fees.
“I received MOULDY SHOES.”
Item lost in post and refund took eight weeks with poor communication.
“8 weeks to actually get my money back.”
Returned two pairs using one returns label and was refused refund for one.
“OFFICE are refusing to refund me for one of the pairs”
Customers often describe delivery problems, such as parcels marked as delivered but not received, items left on vans for days, and incorrect addresses being logged. Returns and refunds come up frequently, with reviewers saying refunds were refused and investigations dragged on. A smaller group of reviews names specific store staff for fast, helpful service.
Some reviewers say they found good prices and strong sale deals. Others feel the value drops when refunds exclude delivery or customs costs, or when return-related refund claims stay unresolved. Price praise appears less often than complaints tied to returns and refunds.
A few shoppers mention quick delivery and an easy checkout. Most negative reviews focus on disrupted orders and the time spent chasing a fix through repeated contacts. Positive comments on ease of use show up less often than reports of delays and follow-up effort.
Several reviews report items arriving damaged or faulty, including mould, scuffs, detached embellishments, and broken fittings. Other customers say the products met expectations and were comfortable. Praise is present, but it sits alongside multiple specific defect reports.
Many reviewers describe weak customer support communication, including follow-up questions left unanswered, emails being blocked, and long waits for refunds to be processed. Some mention missing tracking updates and unclear information when stock problems occur. Positive communication is rare and usually linked to in-store interactions.
Reviews look sharply split: many very negative service experiences sit alongside clearly positive store visits. Some customers say they moved to formal complaints, threatened small-claims action, or involved the police over lost items. Satisfied shoppers чаще point to helpful staff or deliveries that arrived on time.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Quotes shortened · As of: March 2026
Most staff were unhelpful but one employee, Bailey, provided good assistance.
“With the exception of Bailey. Very very poor service.”
Replacement box contained original item and refund not received.
“After two weeks, I have not received the refund I asked for”
Item lost in post and refund took eight weeks with poor communication.
“8 weeks to actually get my money back.”
Two pairs never arrived and Yodel tracking showed them missing.
“nothing arrived after 2 weeks”
Parcel returned to sender and refund delayed; customer struggled to contact support.
“my emails are blocked as ‘potential spam’.”
Wrong parcel delivered, address obscured and Office blamed couriers.
“delivery address and name had been scrubbed out with a marker pen.”
Store pick-up order disappeared and customer chased for 17 days.
“I've chased for 17 days to get a resolution”
Refund allegedly processed but money not returned and emails ignored.
“Had a parcel stolen by yodel.”
Company refuses a legitimate return, customer threatens small claims.
“refusing the return of my recent pair of shoes”
Return lost in courier network and company not refunding despite proof.
“The parcel appears to be lost in Yodels network.”
Order delivered to wrong address and customer service offered poor resolution.
“told me to take it up with the neighbor”
In-store delivery never arrived and support channels were unresponsive.
“Now when I go onto the online chat it just states that nobody is available.”
Returned shoes and supplied proof, yet shoes were returned and claim unresolved.
“I have now received the shoes back without any prior warning”
Order missing and refund withheld pending courier confirmation, despite evidence.
“they are refusing my refund until Yodel decide to inform them they have gone missing!”
Customer service ignored follow-up question and failed to reply.
“I asked a follow up question and was completely ignored.”
Shoes arrived mouldy and refund didn't cover shipping/customs fees.
“I received MOULDY SHOES.”
Faulty sandals returned but delivery cost not refunded despite store confirmation.
“the prong on one of the buckles was faulty”
Returned four pairs but refund given for only three; no satisfactory investigation.
“they keep insisting only 3 pairs were in the box”
Customer alleges Yodel stole their parcel and won't buy online again.
“I had to report Yodel to Met Police for robbing me of my goods”
Reviewer criticises Salisbury Green postal sorting office as ineffective.
“Sarlisbury green postal sorting office bloody joke they don’t work”
Returned four pairs but only two were refunded despite proof of drop-off.
“Only two pairs were refunded”
Praises Lingaani at Newcastle Eldon Square for outstanding customer care.
“She is a delightful individual who is a real credit to your company.”
Boots appeared worn and socks missing; customer service responses inadequate.
“The boots looked worn already and I was missing the socks.”
Paid but trainers never arrived and refund denied pending investigation.
“trainers never arrived”
Sandals broke after three wears and refund was denied despite proof of delivery.
“they were delivered- yet office stated they did not receive them”
Shoes caused strong static and remained unusable; refund refused.
“generated strong static electricity”
Order worth £180 never arrived and courier provided no tracking.
“no tracking update at all!”
Reviewer says the experience was perfect.
“Perfect thank you”
Reviewer found the transaction easy and straightforward.
“Easy transaction”
Package chased for 12 days with no customer service response.
“Appalling service have been chasing my package for 12 days now”
Shoes had pearls falling off after a single wear.
“worn once and 2 pearls have come off already.”
Order left undelivered for weeks and customer service unresponsive.
“The WORST experience with any retailer I've ever had.”
Reviewer never received ordered trainers and is very upset.
“I have never recived my trainers.”
Despatched email but item didn't arrive and replacement not sent.
“Two weeks later and still no item.”
Waited over a week and had to visit Bluewater to check progress.
“I had to wait for more than a week for them”
After two weeks the order remains undelivered despite contact attempts.
“I still have not received them”
Despite negative reviews, next-day order arrived promptly and satisfactory.
“The shoes arrived at lunch time on the Friday.”
Reviewer reports fast delivery and quick action.
“Fast delivery/action”
Shoes were great and arrived promptly with no problems.
“Shoes are great they arrived promptly and no problems”
Customer requested goodwill exchange but customer service refused.
“An absolute disgrace of customer services”
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.
Office Shoes is a UK footwear retailer selling shoes, trainers, boots, sandals, and related accessories. It runs an online shop and a network of physical stores across the United Kingdom. Product pages usually list sizes, materials, and care details to help shoppers choose. The site offers delivery and returns options and provides customer support channels for order questions.