Name: Dune London
Rating: 2.01

“Unfortunately I had to return a pair of shoes as they didn't fit properly. This happens, but over a month after I sent back the shoes I am still waiting for a refund. Customer services have emailed me to say to allow 20-30 working days for the parcel to be received and for any refunds to be completed. This is almost 6 weeks which is unacceptable.”

Helpful Report

Posted 3 years ago

“If I could give any less than one star, believe me I would. I ordered an expensive pair of shoes through their website and they didn't arrive. They use a cheap delivery company in the UK, Hermes, whose track record is not great. Customer service then agreed to deliver a second pair. They arrived and after several phone calls & emails they decided to refund the delivery charge stating that when the original delivery arrived chez nous they would send DPD to collect it. Two DPD vans arrived today !!! Funny that when they SEND a delivery they opt for the most unreliable , but very cheap service, but when they want their stock back they choose a well known & reliable company. Enough said. I will NEVER shop with them again and would urge friends not to either.”

Helpful Report

Posted 3 years ago

“I bough a suede but you can hardly feel the fabrics. And on the second wearing, a big scar appeared in the middle. The cor has worn off. Terrible quality.”

Helpful Report

Posted 3 years ago

“If you are ordering Dune London shoes and are outside of the UK, the customer service is poor. During COVID, the phones are turned off, so you have only a live chat option, although even this is not available for international orders. My order number could not generate a refund sticker, so I had to contact them and they are very slow to respond. They received my returned merchandise two weeks ago and still have not issued a refund. Their site says it can take up to 21 days for it. I would not recommend ordering from them simply because the refund process is incredibly slow and inefficient.”

Helpful Report

Posted 3 years ago

“I’ve paid £60 for a pair of slippers..the bottom is peeling off after 7 months. Poor quality”

Helpful Report

Posted 3 years ago

“Terrible customer service”

Helpful Report

Posted 4 years ago

“The shoes look beautiful but they are bad quality. The second time I wore them out the colour on the leather started to run. So my £180 shoes are streaky. I have never bought a pair of leather boots that have done this. It make me think these are poorly made. I would say Dunes shoes are not worth the price they charge for them.”

Helpful Report

Posted 4 years ago

“I ordered a bag for my partners birthday, it had been in and out of stock for weeks but finally managed to order it. Upon receiving delivery of the bag the wrong colour was sent. I ordered tan and a black bag arrive. I contacted customer services who informed me the bag was out of stock and that I would have to ring around John Lewis stores to see if they had one available. When asked if I would receive any sort of reimbursement for my trouble the agent said they would give me 10% off my next purchase. The problem being is that the bag I ordered hasn’t been back in stock for weeks again now. I have just received an email from Dune refund team saying I would receive back a partial amount of what I paid for the bag. No delivery refund or any other sort of apology for the issue. Basically if you want to lose out on money and receive incorrect items and deal with really unhelpful customer service staff then I would highly recommend!”

Dune London 1 star review on 2nd October 2020

Helpful Report

Posted 4 years ago

“Seems Dune's quality control has dropped right off. Bought Dune for a long time but now on my 4th different pair of men's shoes since September last year. The heel has broken on every pair. I have bought a different shoe on each occasion so can't be a one off issue. The last pair I bought were just before lock down and with not being at work and the Dune shops being closed I haven't taken them back and the email response was no help. Disappointingly I think I'll just take my business elsewhere from now on.”

Helpful Report

Posted 4 years ago

“The negative experience has turned into positive thanks to customer service so to be fair I have to say it. If Robyn was not there I would not have received my refund because borderfree has no respect for his customers. Even if it's been a long time I have to give a good score because Robyn really deserves it. Good job Robyn, you're great.”

Helpful Report

Posted 4 years ago

“I bought from dune london through borderfree, a total disaster. They sent me a different product, I returned it and I have been fighting for a refund for a month. It is the first purchase I make with dune london and I am very disappointed. I don't know if they will pay me back in the end, it seems that I have to pray for my money. I am sorry to write this because they have always kindly replied to my emails but they have not solved anything. I'm very angry”

Helpful Report

Posted 4 years ago

“I recently purchased wedding shoes from Dune - Be Wed collection As glamorous as they looked, I was ready to pay the price of £175 only to realise on the day of my wedding within half an hour of wearing them they broke! I’m extremely gutted and disappointed in dune shoes being of such rubbish quality and wrecking my day completely. Never will I buy a pair of dune shoes again! A tip- next time please ensure shoes are Of good quality, don’t want another bride disappointed!”

Helpful Report

Posted 4 years ago

“I purchased a pair of Dune London 485 GRANDD Nude Leather shoes, I have only worn the shoes a maximum of 32 hours and they have worn badly on the bottom of the heels and on the leather. For leather shoes that cost £60 I would have thought they would have lasted longer. I have purchased cheaper shoes from other manufacturers that have lasted me years. This experience has made me realise that buying more expensive shoes does not guarantee quality!”

Helpful Report

Posted 4 years ago

“Returned some boots back to Dune in early December. They keep saying not received. Unfortunately I lost my tracking receipt but do not believe that they didn't receive them back...even given the Christmas post. I am now £50 plus down. Shame on you Dune..”

Helpful Report

Posted 4 years ago

“On searching a style of boots via google I was inadevertently diverted to the page for the wide fit boots which you would only know if you were looking for ‘WF’ in the item description. The WF boots arrived which I only realised when they caused me considerable discomfort within 1 hour of wearing them. Clearly labelling them on the item’s page as WIDE FIT as opposed to WF would prevent mistakes. Dune refused to acknowledge any responsibility and when I asked to speak to a Manager, was called back by the next to useless ‘Robyn’ apparently in the customer experience team who was not a manager (further evidenced by some other reviews here) and cared as little about resolving the situation as the person via the online chat option. Appalling customer experience, very disappointed and will never be shopping with Dune London again.”

Helpful Report

Posted 4 years ago

“Wrong shoes in click and collect order. Waste of time”

Helpful Report

Posted 4 years ago

“It is with great disappointment I am writing this review but as I am now on my fourth faulty pair of shoes from Dune London I feel I need to share my experience. I have shopped with Dune for several years and have always loved the shoes I have purchased - I’m always referring friends to Dune. I appreciate quality issues are inevitable however for 1 customer to have 4 quality issues is unacceptable. My latest issue is with a pair of Traci riding boots - I absolutely love them and it takes me awhile to find a pair of boots I love. I paid £48 for the zip to fall off in my hand whilst at my in-laws leaving me no option but to borrow shoes to wear home. I could count the times I had worn the boots on 1 hand. This issue is still unresolved as I want to keep the boots and they are now out of stock. Timpson have quoted £43 for repairs and Dune have offered me £25 - so I am left with a faulty pair of boots that I have paid £48 for and Dune expect me to pay a further £18 for me (the customer) to make them back into a wearable condition. I believe due to this being the fourth pair of shoes that I have experienced faults with, I should be refunded for the boots and be credited for the repairs which I will be organising.”

Helpful Report

Posted 5 years ago

“It is with great disappointment I am writing this review but as I am now on my fourth faulty pair of shoes from Dune London I feel I need to share my experience. I have shopped with Dune for several years and have always loved the shoes I have purchased - I’m always referring friends to Dune. I appreciate quality issues are inevitable however for 1 customer to have 4 quality issues is unacceptable. My latest issue is with a pair of Traci riding boots - I absolutely love them and it takes me awhile to find a pair of boots I love. I paid £48 for the zip to fall off in my hand whilst at my in-laws leaving me no option but to borrow shoes to wear home. I could count the times I had worn the boots on 1 hand. This issue is still unresolved as I want to keep the boots and they are now out of stock. Timpson have quoted £43 for repairs and Dune have offered me £25 - so I am left with a faulty pair of boots that I have paid £48 for and Dune expect me to pay a further £18 for me (the customer) to make them back into a wearable condition. I believe due to this being the fourth pair of shoes that I have experienced faults with, I should be refunded for the boots and be credited for the repairs which I will be organising.”

Helpful Report

Posted 5 years ago

“VERY poor service & poor quality! I purchased a pair of black suede pull on boots for £120. The shoes were only worn a handful of times in the 4 week period I owned them. They were kept underneath my desk at work and they were never worn outside. About 4 weeks after purchase, I noticed two large tears on the back of the boot, where they are pulled over the ankle. I returned them to the store. The store manager explain that she would need to send them to customer control but assured me on multiple occasions that I would receive a full refund. Quality control returned the boots a week later claiming they have been caught on something, which just simply isn't the case. The striations and direction of the tears on the shoe clearly demonstrate that the damage is the result of the shoe being pulled over the foot. This is the only way to put the shoes on, hence they are not fit for purpose and of unsatisfactory quality. Even worse, the Canary Wharf store manager was exceptionally rude and denied promising me a refund in the first instance! I have called Dune Customer Services on several occasions but they are refusing to refund me £120 for a pair of shoes that are obviously poor quality and something I would expect of a £20 pair of shoes. Super disappointed and despite being a loyal customer, I won't be purchasing from Dune ever again.”

Helpful Report

Posted 5 years ago

“They delete negative reviews... I bought some shoes in February. Wore them perhaps once or twice a week at most. Within 6 months they are falling apart and are now unwearable. I posted this on the Dune London website review section but they deleted it. They havent got in touch with me to investigate why their product has failed or even to apologise. No, they simply delete the review. This comes after when I initially bought the shoes online, when they were delivered the left and right shoes didn't match. Really disappointed by this entire experience. Just waiting for them to get this review deleted”

Helpful Report

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone, Email, Live Chat
Avg Email Response Time	-1 hours

Dune London Reviews