I brought a Vans voucher as a Christmas present for my daughter to custom design a pair of Vans for herself- it was meant to be fun and cheer her up during covid times. She custom made a leather boot. I paid the extra. She waited patiently for 6 weeks for them to arrive. A Canvas boot arrived instead. I tried to address with Vans but they insist this is what she ordered and they do not recognise that I paid extra. The receipt in the box/ confirmation email does not mention the material we ordered for the boot. Every response we have from them is ‘I am here to help you.’ Have not got anywhere with Vans customer services and they have not addressed the extra payment for upgrading to a leather boot when she did not even receive them. I have a disappointed daughter with the product she received. Feels like an expensive mistake buying this voucher and wish I had never come up with the idea. After this experience I certainly do not trust the brand. The customer service is poor as they don’t value you as a customer. It takes them ages to respond to emails as well. Never again will I or my daughter buy Vans products again!