Reviews Analysed
18
We Collect & Analyse Reviews
Shoe Embassy
Experiences & Reviews
Shoe Embassy is a UK footwear retailer offering shoes and boots through an online store and physical retail locations. The brand presents a range of leather and fashion-led styles and ships beyond the UK; customers should check country-specific shipping and returns terms before purchasing.
Overview & Key Metrics
Positive Sentiment
61%
Latest Review
21d
Overall Rating
3.2
Our Analysis
🎯
Service quality
Multiple reviews report slow, unhelpful or rude customer service and repeated return refusals; some customers, however, describe helpful in-store or prompt online support.
Share
Weak
17%
💰
Value for money
A few customers praise discounts or vouchers, while others highlight unexpected costs like customs or return shipping charges when ordering internationally.
Share
Mixed
3%
⚡
User experience
Several shoppers praise packaging and in-store service, but many note sizing inconsistencies, difficult returns and frustrating online/phone support experiences.
Share
Mixed
17%
🔧
Product quality
Many reviewers praise build, leather and presentation; a notable subset report faults such as broken zips, detached heels, squeaks or inconsistent sizing.
Share
Mixed
24%
📞
Communication
Frequent complaints about slow or generic email replies and lack of an accessible phone contact; several customers report responsive staff in-store or via specific channels.
Share
Weak
15%
⭐
Overall experience
Reviews are split: many customers enjoy the shoes and packaging, while a similar share report negative after-sales service or product issues.
Share
Mixed
24%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 18 verified reviews (November 2021 – September 2025).
Appalling Customer service
"My wife has bought 10 pairs of shoes from Shoe Embassy and has really enjoyed the experience. Unfortunately her last pair squeaked from the outset but..."
Andy Roberts
Trustpilot
Sep 30, 2025
Featured for: Long detailed complaint; poor service example
Really helpful customer service
"Really helpful customer service, great experience, face to..."
Alex Rickard
Trustpilot
Sep 30, 2025
Featured for: Positive: helpful service and product
Don't buy direct - won't meet obligation to pay costs of return
"I like the product usually, but I just bought for the first time directly from them, and they sent out faulty boots - a heel came off on the second we..."
Catherine Clavering
Trustpilot
Sep 30, 2025
Featured for: Faulty product and return-cost dispute
Shoes look fabulous but beware if…
"Shoes look fabulous but beware if shopping outside the UK as..."
Denise Leslie
Trustpilot
Sep 30, 2025
Featured for: International shopper; customs charge complaint
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
Filter by Rating
Filter by Source
Showing all 18 reviews
All Customer Reviews
Sources: Trustpilot (17) · Collected.reviews (1) · Quotes shortened · As of: September 2025
n
norvis
trustpilot.com
Sep 30, 2025
My shoes just arrived
My shoes just arrived. They are beautiful however if i had read the reviews i probably would not have ordered my shoes. However giving your company...
C
Catherine Clavering
trustpilot.com
Sep 30, 2025
Don't buy direct - won't meet obligation to pay costs of return
I like the product usually, but I just bought for the first time directly from them, and they sent out faulty boots - a heel came off on the second we...
H
Hayley Garbutt
trustpilot.com
Sep 30, 2025
…blogging
Hi guys I didnt give a high star yet just ordered a pair of boots im a size 4 and I'm so hoping they are a the right size qnd not a small fitting. I b...
B
B. McLellan
trustpilot.com
Sep 30, 2025
The customer service is appalling
The customer service is appalling. I bought a pair of boots from the Greenwich store before lockdown. Never worn them as never had the opportunity. To...
G
Gaynor English
trustpilot.com
Sep 30, 2025
Customer services
Just make sure you follow their rules,not wanting to disappoint my wife with another pair of boots(she already has numerous pairs from Embassy)she wan...
D
Denise Leslie
trustpilot.com
Sep 30, 2025
Shoes look fabulous but beware if…
Shoes look fabulous but beware if shopping outside the UK as...
M
Ms s swift
trustpilot.com
Sep 30, 2025
Rubbish customer care no email to help…rubbish
Rubbish customer care no email to help the order number on thf return area doesn't 😑 work I can't find a bloody phone number. Why tye hell font y...
R
Robyn
trustpilot.com
Sep 30, 2025
Fobbed off by Customer Service
I bought three pairs of boots and a pair of shoes last year from Shoe Embassy. I have worn the ankle boots maybe 3/4 times and the zip has broken... I...
B
Bee Adam
trustpilot.com
Sep 30, 2025
Wow I bought two pairs of shoes..
Wow I bought two pairs of shoes... The pretty shoe boxes to start with are totally fabulous.. .. The quality and attention to packaging is beautiful a...
G
G.B.
trustpilot.com
Sep 30, 2025
The customer service was great
The customer service was great! They clarified all of my doubts. I have j...
D
Dana
trustpilot.com
Sep 30, 2025
I came across their website by chance
I came across their website by chance! I bought a pair of the jazzy brogues for my wife’s birthday party….they looked amazing! I th...
M
Matthew Levi Moyo
trustpilot.com
Sep 30, 2025
Great quality...
The quality of your shoes is absolutely amazi...
T
Trish Ashworth
trustpilot.com
Sep 30, 2025
Great shoes and responsive customer service…
Great shoes and responsive customer service when the...
A
Alex Rickard
trustpilot.com
Sep 30, 2025
Really helpful customer service
Really helpful customer service, great experience, face to...
J
Juliet
trustpilot.com
Sep 30, 2025
amazeballs new ankle boots
Just bought my first pair and heck they wont be my last! great customer service and fast...
A
Andy Roberts
trustpilot.com
Sep 30, 2025
Appalling Customer service
My wife has bought 10 pairs of shoes from Shoe Embassy and has really enjoyed the experience. Unfortunately her last pair squeaked from the outset but...
I
Integra
trustpilot.com
Sep 30, 2025
Lovely Shoes
Lovely Shoes, although I felt like your team is a little bit too...
J
Jannel
Collected.reviews
Nov 25, 2021
wanderer fitting ankle boot
I just received the Shoe Embassy search for ankle boots that are loose around my ankles. I picked size 9, which is what I have always worn but the boots are too big. I want to return them but they don't answer the phone and the email support has no suggestions. They want me to ship them back at my expense (which will be yet another $15.00) even though the boots are improperly sized. I called customer service immediately, they were too slow to answer me but once they did, they told me that returned items are refunded in 6-10 business days. I am still waiting for my refund! Very rude customer service!
Conclusion
Customer feedback for Shoe Embassy shows consistent praise for shoe build, leather choices and premium packaging. However, multiple reviews raise concerns about returns handling, sizing inconsistencies and after-sales communication. International buyers should be aware of potential customs fees and confirm shipping costs before ordering. If you are considering a purchase, check the site’s returns policy, confirm available return methods, and keep order documentation to support any follow-up.