“I ordered my shoes over a month ago, package was lost the first day into shipping. The company has been little to no help. I requested a refund or replacement order as the product was lost. Was told I would get replacement, and still no response or update after nearly a week. I have never had such a horrible customer service experience before. Do not buy from here unless you want to spend money to get literally nothing.”
“After receiving the wrong item, the main focus of the response was how I was going to fix your mistake. I was asked to re-pack the wrong item, and drive it to a UPS store for return. I had no printer so I was charged $3 at the UPS store to print out the return label. After I requested a refund, I was refunded $98 of the $105 I spent on boots I never got. So in the end I'm out $10 plus my gas and efforts to fix your mistake. The initial response should have included a discount of some type for the money and efforts I had to expend to return the wrong item. Nothing of the sort was ever offered. It was a terrible experience overall and Dr. Martens should review its protocols for this circumstance. Of course I would need to return the wrong item, I'm not expecting anything for free, but the lack of any reparations on your behalf leaves me dumbfounded on what your idea of customer service is. It's almost as if you have no business experience whatsoever. I could not be more unhappy with my Dr Martens transaction. I will not be using your products in the future.”
“I am writing to express my deep disappointment with the service I’ve received regarding a damaged product that was sent to me. Despite the fact that this issue was entirely caused by Dr. Martens, customer service informed me that I must resolve it myself and pay for the return shipping. One of the "options" given was to donate the damaged shoes and buy another pair, which is both unreasonable and unprofessional.
When I requested to escalate the situation and provided legal proof regarding the warranty, I did not receive a response. I’ve followed up several times my order was from August and now it's October with no reply. Additionally, it's been over a month, and I still haven’t received another one of my orders.
The lack of response, combined with the unacceptable handling of the damaged product, has left me extremely disappointed. I expect an immediate resolution to both issues and a response from a manager to address this situation.”
“I purchased a pair online because I could not get the mono heel at the closet store to me. I thought they were incredibly uncomfortable even after wearing them for a few days and I noticed that they were unfinished on the inside. I could not get in touch with anyone by phone and finally received an email reply. I then had to drive an hour to the nearest UPS store to return the defective boots. One month later I received a refund with a shipping deduction of 15$. I absolutely should not be responsible for paying shipping when it was not in any way my fault the boots were defective. I also sent numerous emails and have yet to receive any response. I will never buy another pair of Dr. Martens.”
“Fatemeh at Valleyfajr was so professional and helpful during my return for some shoes I bought. She tried her best to help me as much as she could and I appreciate her time and kindness with me!”
“I love the 2976 Chelsea Boots but they squeak loudly with every step! I spent weeks emailing back and forth with Dr. Martens customer service and was finally able to send the defective boots back (initially purchased in a Dr. Martens retail store). They sent me a new pair, and after a couple weeks, the right boot is now squeaking. I'm so disappointed. I really like these, but the squeaking sound is driving me nuts! My husband bought the men's version of the same boot, and his are fine.”
“I have many pairs of Docs and have been wearing this make for 50 years (I am 74 now) This time, I bought the chocolate-brown Repello suede boots. They are very stylish and well made and feel like they will last a long time. The colour is gorgeous. These boots have a waterproof coating but I used my Doc protector spray as well just to make sure as we are getting a lot of rain. They look great with blue and black jeans and would look equally good with a dress. My only gripe is that while they fit well, they need extra comfort under the foot so I had to order some comfort insoles. I feel that for the price of these boots, they should be comfy without the extra cost.”
“I've always wanted a pair of Dr Martens, I finally ordered my first pair but it has been such a nightmare of an experience. The boots arrived within a day of ordering them, which was great, but I noticed the stitching was already coming apart right out of the box. I submitted a claim on the Dr Marten website but didn't get a reply until a full week later. They finally replied to my email and provided a UPS return label. I shipped back the defective boots, now it's been over another full week without any word of when I will get my replacements. I emailed asking for a refund, no reply. It's been almost a month since I ordered my boots and I have nothing to show for it. Horrible quality and even worst customer service. Way to treat a first time customer.”
“I purchased a pair of boots for my husband online. First mistake. I received a completely different item, and the wrong size, now I can't get any response to get the correct item. I have purchased boots in the past from the store and I love the boots, but I will never buy anymore. It's next to impossible to get someone in customer support. If anyone is missing their order size 13 I may have it,or maybe you received my order. Very dissatisfied customer”
“Ausgezeichneter Service. Schnelle Lieferung und ich bin sehr zufrieden mit der Qualität des Kleidungsstücks. Würde auf jeden Fall wieder mit diesem Unternehmen arbeiten.”
“Quality looks good but the fitment is not the best,and the bottom off the boot is not soft as I read,I ordered a pair of number 7 but they didn't fit well and I return them back so I ordered some 8 and they fit but my foot on top is so so tight so I won't use them till I'm trying to make them bigger,next time I would buy a red back boot they are really soft I tough dr martwns shoes will be better for a 170.00 dollar almost 70 dollar more than the other red back I'm using old but nice instead od new but uncomfortable”
“dont buy online. always go to a store. They make it extremely difficult to return or exchange something online. I bought a pair of boots and wanted to change the size only minutes after I made the purchased, they told me it was impossible. Only after minutes of making the purchase. I was thinking of returning for a exchange but now I am returning for a full refund. Horrible experience”
“Purchased a pair of DMs for £100. After 2 months of ware the sole started to come off. Unfortunately I did not keep the receipt so Dr Martins refuse to do anything about it. Although I understand the principle of proof of purchase if I spend £100 on a pair of shoes and they fall apart with so little ware you expect the manufactures to take some responsibility. Poor product avoid.”
