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Spartoo UK Reviews Summary
Spartoo UK has 48 customer reviews and ranks 560th in the Shoes category. Common review topics include customer service, return label.
I did not think I would find another pair of my favourite Nike's but I just did!
Thanks to Spart2
HvR
They asked me to create a profile and purchase a product, on the promise that they would price match and refund the difference after the order was placed. I spent 30mins doing so and placed the order.
Two hours later, I received an email from a 'customer service rep' who said that they were sorry but couldn't actually match the price, even though I'd sent a photo of the designer's website showing that the shoes were on sale there! They then offered a lower coupon, which still meant that the shoes were 25% higher than the price we'd originally agreed.
When I called to immediately cancel the order upon receiving the email, they said that they'd already sent the shoes! When I questioned how they could have done so this quickly and without checking with me first, having done a U-turn, the girl who answered said that she was in France, but the warehouse was in the UK, so that was that? Don't they have internal communications? When I checked the tracking number which came with the order on their website, it only showed that the order was received, but that the shoes had not yet been packaged!
They refused to stop it shipping out and insisted that I receive, then send it back to them, to receive a refund.
So many hours of toing and froing back and forth (what a waste of time) and £155 pounds out of pocket later, I'm going to have to spend even more time sending something I didn't agree to back to them. This is not only immoral and likely illegal (consumer protection act-wise), but is horrendous customer service. I would never buy from them again and would caution anyone doing so
Really frustrated with this company I bought some shoes which are too small, I'm trying to return them ATM I have phoned the company 6 times now to get a Return Code which has been advised on the delivery document lines always too busy, left two messages with phone No to phone me back -- Still no Call What does a girl have to do to speak to someone?
Hi Rose,
I'm very sorry to hear about the difficulty you are having getting through to our customer service! Would you be so kind as to contact me directly with your name and order number? Also, could you tell me if you are a customer from the UK or from the USA? I will then contact my colleagues in customer service directly to see what is causing the issue, and they will be able to contact you directly.
I do apologize for the inconvenience caused, and I hope to hear from you.
Sincerely,
April Buchanan, [email protected]
E-Marketing Manager Spartoo UK
I can't tell you how hard I tried to buy a pair of shoes from Spartoo. The account set up doesn't work properly. Customer service gives bad advice. Shoe size says in stock, when added to cart defaults to another size entirely (be careful! Easy to miss). Customer service gives bad fix. Try again. "Customer service not able to respond at this time." Try a different shoe. Promo codes don't work. Price changes 3 different times between putting it into cart and trying to enter billing info. At this point read other reviews and decided the slight discount was not worth the trouble. Just don't do it.
Hi Vicki,
I am so sorry to hear about all the difficulties you had ordering with us. I wonder if you are ordering from the US? Our website functions well all over Europe, but the United States is a new market for us, and we are admittedly having some issues that we are currently working hard to fix. Can you tell me what went wrong with the account set up exactly? And which promo code you were trying to use?
We would be happy to help you place your order and get you the discount you wanted. I would suggest contacting our customer service, but I understand you have also had difficulty getting in touch with them. If you would be so kind as to write me personally and tell me what happened with the customer service, it would be a big help to us in solving these issues. We would especially like to rectify this situation for you in some way so that you may give us another chance.
Please don't hesitate to get in touch with me at: [email protected]
I look forward to hearing from you soon so that we may try to make good on your bad experience.
Sincerely,
April Buchanan
E-marketing manager Spartoo UK
They claim on their website that you can "cancel" or "modify" an order as long as it is not shipped and in preperation. However there is NO button or way to do so. You contact customer service and they never return your emails. They mail the wrong merchandise. It is just plain awful.
Hi Leiann,
I do apologize for the hassle you've had canceling your order, and getting in touch with our customer service. I can assure you we are here to answer our customers' emails and calls, but as the US is a new market for us (we are based in France), and we are still ironing out some issues; as a result the customer service is backed up with emails. I realize this is no excuse, and I understand your frustration. Did you receive a wrong item? Or were you able to cancel your order? Again, I can only apologize, as we are in the process of improving our service to the US. If you are waiting for a refund or cancellation, please don't hesiate to call us directly between 9am and 5pm Paris time (which is 6 hours ahead of EST) and mention this message.
In the meantime, I will put your message as a priority for the customer service to contact you and see what is happening with your order. Again, I am sorry to hear about this unpleasant experience. We look forward to hearding from you very soon so that we may rectify this matter in some way to your benefit.
Kind regards,
April Buchanan
E-Marketing Manager Spartoo UK
Well I am stuck with a $80.00 pair of shoes that don't fit. Can't return because return from US will cost me half of the cost of the shoe. I guess posting on eBay is going to happen.
Hi Cindy,
First of all, I apologize for the hassle you've experienced with your order. The US is a new market for us, and we are still ironing out some issues, such as the free returns which we offer all over Europe but not yet in the States. While this is stated in the fine print, I understand that it is not something you expected to have to deal with. Again, I can only apologize as we are trying to improve our service to the US.
If you would be willing to give us another chance with the help of a gift voucher, I would encourage you to contact our customer service at [email protected] and mention this message. We would be happy to compensate you in some way with a coupon or discount that you may use to get another pair of shoes.
Again, I am sorry to hear about this unpleasant experience, and of course that the shoes didn't fit. We look forward to hearding from you very soon so that we may rectify this matter in some way to your benefit.
All the best,
April Buchanan
E-Marketing Manager Spartoo UK
Absolutely awful support. Zero customer service. My order has been lost and after now a week of trying to contact (erin at spartoo.net; adriana at spartoo.net; alice at spartoo.net. I have had no response to anything, my card has been charged with no information on anything.
AVOID
Mark
Hi Mark,
I am so sorry to hear about this terrible experience you've had with your order. Unfortunately we are still working out a few bugs with our US shipments, as this is a new area for us (we are based in France). The orders do take some time to arrive, and I am confident your order is on its way. Our customer service replies to every message as soon as they can, but there is a lot of backlog for the English-speaking customers (UK and US). If you would be so kind as to email me directly ([email protected]), I can have a look at your order and see what the status is.
Alternatively, you can try calling the customer service number, as long as you call during our business hours which are 9 to 5 French time--this is 6 hours ahead of Eastern time, so you'd have to call between 9 and 11am Eastern time in order to reach us by phone before we close.
I do apologize for the inconvenience caused with this order, and I sincerely hope we can resolve this issue for you and earn your confidence in our online store. I hope to hear from you very soon!
All the best,
April Buchanan
E-Marketing Manager Spartoo UK
Ordered 2 pairs of trainers size 8 & 9UK on 27/02 for my birthday (12/03). Arrived 03/03 both wrong sizes (8.5 & 9.5 US) picked but kept 1pair (8.5). Thought i'd give them 1 more chance. Sent 9.5US back for a size 9UK Could not get hold of customer services at all by phone. Got sent back a 9US (so 8.5UK). Tried calling customer services could not get through for 2 days when i did was told send back immediately and they had correct item in stock (even though website said it didn't). The rep said send call back with proof of item sent and they will send it out immediately (17/03). Friday 24/03 still no item had enough asked for my money back. No offer of any kind to say sorry or anything didn't seem to care. Ordered from another site friday, trainers here saturday (and the right size)cost £10 more but am happy.
Hi Sb,
I am very sorry to hear about your experience and the hassle you've had with your exchange and the sizing. If you could give me your order number or your name via email directly to me ([email protected]) I would be more than happy to check on the status of your refund.
Did you order your shoes from one of our marketplace vendors, or was it a Spartoo product? Because our Spartoo UK customer service is always available to answer your calls and emails; it is very strange that you did not have news from them.
Our customers' opinions mean a lot to us here at Spartoo.co.uk, and we would be happy to offer you a discount voucher so that you may give us another try. I urge you to get in touch with me right away so we can resolve this matter as soon as possible. I do apologise once again for the inconvenience you've had.
Kind regards,
April Buchanan
Customer Service Manager
Excellent service, good price, quick delivery. No complaints at all. Will have no hesitation using Spartoo again.
Ordered from spartoo 2 weeks ago expecting delivery in 5 working days and not arrived. Customer service replied once then stopped. Also tracking information shows invalid. Not a professional company. I paid through PayPal so I have opened a dispute now.
Hi Dania,
I am very sorry to hear about the inconvenience you have experienced. Did you place your order from Spartoo UK (delivery to UK only) or Spartoo.net (Delivery to USA)? Our Customer service is on duty every weekday, and are happy to reply to your calls and emails during the business day (French time 9-5). It is not normal that your tracking is not working, if you ordered the shoes directly through Spartoo. Therefore, I urge you to contact us once again at [email protected] with your order number so that we may rectify the situation for you as soon as possible. If you prefer to call, the UK number is: 02033182709. The US number is: 1-646-893-0173. If the order was not shipped for some reason, you will of course be refunded. But if your order is going to the US (ordered from Spartoo.net), then there is a delay for the shipping as our warehouse is based in France, and your order would not arrive in 5 days. I cannot know if this is the case without your order number, unfortunately. I assure you Spartoo are a very Professional company, a leader in online shoe sales in Europe for ten years now. I do apologise once again for the inconvenience caused, and we look forward to hearing from you very soon so that we may pinpoint the issue and resolve it.
Sincerely,
April Buchanan
Customer Service Manager
Spartoo sent me two different finishes of the same style boot. Won't answer any emails or answer the phone. I keep getting a robot email from Adrianna giving me an email number that won't work. I've paid for boots but can't wear them. Thanks Spartoo. I'm not even sure they're a legit site... Mad as...
We ordered a pair of slippers from Spartoo.net. When they arrived, it was clear from the defects that they were irregular factory 2nds. It took multiple emails to the company before we even received a response, and weeks would go by without any kind of follow-up. Even though the slippers had been shipped from a facility in the US, we were instructed to return them to Europe, making the exchange prohibitively expensive considering the $50 cost of the slippers. We were also told we had only one month to return the shoes from the day they arrived--when we finally received a response something like three weeks after the arrival date and my initial email to them (which contained photos of the slippers' obvious, patent defects). In the end, we were forced to take the slippers to a cobbler who attempted a repair for $15. Will never order from this company again.
I ordered a jacket from here and when it arrived the quality was horrendous. I sent i back and 2 weeks later still had heard nothing from them, i emailed them 4 times and no one bothered to respond to me. I emailed through their site 4 times, through facebook, through PayPal and through Hotmail. I have now had to dispute my purchase through PayPal as no one has bothered to contact me.
Disgusting customer service and will NEVER use them again nor would i ever recommend them. Writing this i still have not heard from them or received a refund so my only hope now is PayPal.
Hi Lindsay, I am so sorry to hear about your horrible experience, and I apologize for all you have been through! Our Customer service is available every day from 9 to 5, via email and phone. If you have sent emails to [email protected], all emails are replied to within a day, and all phone calls (02033 182709) are answered as they arrive. Of course, we can only issue refunds for Spartoo items. If the jacket was a Partner product, then that Marketplace Partner is the one who would receive your return and issue your refund. I Wonder if this is not the case? You mention contacting us through Hotmail, but that is definitely not one of our modes of communication, so I am worried that you may have been contacting the wrong vendor in vain. If you would contact us right away at the email or phone number I've listed above, I can assure you there are helpful people on the other end waiting to help you. We would be happy to provide you with a discount voucher so that you may give us another try. We can also look at your order (from the vendor on our site, possibly?) to see if the return has been received. I do apologise once again for your bad experience, and I sincerely hope you will contact us as soon as possible so that we may help you resolve this matter.
Kind regards,
April Buchanan
Customer Service Manager
I ordered a pair of Haviainas flip flops and when my wife tried them on we realised that the sizing was using the Brazil chart which does not match UK/EU. Unfortunately it had been four months since purchase and I thought that there would be no chance of return to Spartoo. I called customer service and they were great, sending me a return label for full refund (not even just a credit note). We will definitely use again. NB the shoes had labels removed but not worn.
Rubbish service poor or rather non existent customer care. Bought Ugg inner replacement soles. Wrong size sent. Rang them and they asked for return of item together with photo of receipt and postal slip from PO. I sent email, they phoned with a completely different set of requests. No answer to my consequent mail, then they refunded. Again I said I did not want refund just send me the right size, no answer and no refund of postal costs.
Hi Susan,
I am very sorry to hear about this terrible experience with your exchange/return. I know that the UGG sheepskin inserts are in fact a partner product, which is sold by a third party on our site (not Spartoo), including their own delivery and return policy, and their own customer service. I suspect that the call you received was from the partner's customer service, and they did not meet your needs. I assure you that Spartoo UK has a very helpful, responsive customer care team when it comes to Spartoo products (items not labelled "partner product"). In order for you to give us another chance, I encourage you to contact us again (02030264358 or [email protected]) and mention this message. We would be happy to provide you with a discount voucher that may encourage you to shop on Spartoo again, especially now during the sales!
We value our customers' opinions very much, and I sincerely hope we can change your mind about shopping with us in the future. I sincerely apologise once again for this inconvenience.
Sincerely,
April Buchanan
Customer Service Manager
Rubbish poor quality coats and it cost me £12 to return! I will not be buying again.
Hi Emilia,
I am very sorry to hear the quality of the products you ordered were not up to standard. The fact that your return was not free leads me to believe that you ordered from one of our marketplace vendors on our site, but not from Spartoo, where we have free delivery and returns. I encourage you to conact the vendor in order to give your comments about their products. In the meantime, we would love to compensate you so that you may give Spartoo.co.uk another chance. Please contact our customer service directly at 02030264358 or [email protected]. Mention this email and we will be happy to provide you with a discount voucher which you may use to try our services again, with free deliery and returns on all Spartoo products. I sincerely apologise for the inconvenience you experienced, and I hope you'll be in touch with us soon!
Kindly,
April Buchanan
Customer Service Manager
Sent for shoes, received them and then tried to return them (why did I even bother). I logged into my account only to be told that my password was incorrect. They sent me at least 10 new passwords which didn't work (very strange seeing that they sent them to me). Tried the customer service number which they gave me - only to be answered by an answering machine saying that they were closed (what good is that). I would never recommend this website to anyone. Still trying to get a returns note (I live in hope that I will finally get through) ***** WARNING ***** DO NOT BOTHER WITH THIS SITE UNLESS YOU WANT TO BE RIPPED OFF
I am very sorry to hear about this horrible experience you had with ordering from our site! Sometimes this password problem can happen when customers use Paypal to purchase, and there is no password created for your customer account--which means that the "new" password that would be automatically generated will never work because there is not an old password to replace. It is a bug on our site that we have been trying desperately to correct. However, our quick and competent customer service team would be more than happy to correct the password problem for you in just a few seconds. They can be reached Monday through Friday from 8 to 5 at 02030264358 or by emailing [email protected].
I assure you we are a reliable company with many satisfied customers, and our customers' opinions are very important to us. When you contact the customer service, please be sure to mention this review, and we will be happy to offer a discount voucher that you may use to give us another chance.
I sincerely hope that the problem has been resolved, but if not please contact us as soon as possible so that we may help you. We would be happy to arrange for your free return with an exchange or refund. If it has been resolved, I wonder if you would reconsider your review of Spartoo on this website, as we sincerely make every effort to ensure total customer satisfaction.
I apologise once again for the inconvenience caused, and I look forward to hearing from you very soon!
April Buchanan
Customer Service Manager
[email protected]
Pretty poor overall experience. Bought a coat seeing it was a good price and free returns advertised, then read the small print... It seems to be a market place type website so you're not actually buying from spartoo, this supplier didn't have free returns, asked for a tracking number which meant special delivery as recorded doesn't actually track it, that cost £11.
The website had the next size up so bought that, then they contacted me to say the didn't actually have it in stock despite the website saying it did. Got a refund on both but they wouldn't refund the postage so it cost me £15 for nothing. RUBBISH. Good point as the reason for the star is tht they respond quickly to emails, even if it's not what you want to hear.
Hi Will,
I'm so sorry to hear about this terrible experience you had using our website. Spartoo does indeed offer free delivery and returns for our items, but its true that vendors on our Marketplace (products marked "partner product") have their own customer service, delivery and return methods. I am very sorry to hear that the Marketplace vendor was not up to par for you. I wonder if you would be so kind as to let us know which one it is so we may make a record of this? We certainly would not want to have a vendor on our site that is not providing the services we expect them to.
I would invite you to contact our Customer Service directly here at Spartoo UK so that we may provide you with some compensation in the form of a discount voucher you may use to give Spartoo another try. You can reach us at 02030264358 or [email protected], and don't forget to mention this message.
Our customers' opinions are very important to us, and I sincerely hope we might change your mind about using our site.
I look forward to hearing from you, and I do apologise once again for the inconveniences caused with your purchase and return.
All the best,
April, Customer Service Manager
A really rubbish company they advertise free returns but apparently that is only for some items i ordered a coat which did not fit and had to pay to send it back. This is not clear in their advert. I will definately not be using them again or recommend them as you have no idea what item is free to return and what is not they probably dont know themselves they just make it up as they go along then they do not have to pay. My advice is stay away and use a replicable company that really offers free returns. I have reported this company to the consumer advice line
Hi Doreen,
I am very surprised to hear about this, and I am very sorry to had to pay for your return if you thought that you did not. Spartoo UK does indeed have absolutely free returns for ALL Spartoo items. However, we do have partner products available on our site which are not shipped to, nor from, Spartoo's warehouse, and which do not benefit from Spartoo's policies, but which depend on that partner's delivery and return policies.
Was your item a Spartoo item or a partner product? Our partner products are clearly marked on the image of the item "partner product".
I do sincerely apologise for the inconvenience caused, and I would invite you to contact our Customer Service directly and mention this message. We would be happy to compensate you in some way in order to change your mind and give us another chance.
Our customers' opinions are very important to us, and I can assure you that with business in over 20 European countries and 8 years of business, we are a reputable company, with very clearly stated policies on our website. I do hope you'll use our services again, and that you may do so easily by contacting us at 02030264358 or [email protected].
I apologise once again for the inconvenience caused, and I do hope to hear from you soon.
April Buchanan
Spartoo UK Customer Service Manager
REF number 0i3X5Y6k2F7J5G
I was so shocked when I bought some trainers online and due to the fact that we sent them to the Canary Islands as it was a birthday present and we were spending our holidays there we had to pay 18€ to pick them up.
The trainers didn't fit and as we saw that it was free shipping from mainland Spain we decided to bring them back with us to Madrid and send them from there. When we phoned the company they said that they were not able to send us another sticker for the box and even although we were sending them from Madrid, which was free, we had to pay for the full price to send them to France. When we went to the post office they charged us 40€! So we ended up paying 58€ and we just to receive and return something.
The company says that they can't do anything about it. This is unacceptable, if the company hasn't got the resources to re-print a sticker they should not be in business. I have previously bought and returned thing both from Asos and Top Man and never had a similar problem.
Hi Elijah,
I am so sorry to hear about the unfortunate experience you had with your order. We certainly do have free delivery and returns within the UK when you place your order on our UK site. However, for free delivery and returns to/from Spain, you would have had to purchase directly from the Spanish site, as we work with different delivery services and courriers throughout all the countries that we do business in. Unfortunately at this time, we are not equipped to handle orders with purchase in one country and a return from a different one.
To help me understand your situation, as I do not have any of your order information provided for me here, did you purchase from the Spanish or the UK site?
A UK returns label would not work for a free return from Spain, as it is only valid in the UK. As you did have 30 days to make the return, it may have been easier to wait until your return to the UK and use your free UK returns label, but I understand if this was not an option for you.
I'm sorry to hear that we were unable to find a solution for you and that you paid for your return from Madrid. Our customers are very important to us, and we would like to find a way to compensate you for this inconvenience. If you would be so kind as to contact our Customer Service directly at 02030264358 (UK), and mention this message, we would be happy to provide you with a generous discount voucher that you may use to give us another chance on a future purchase, and perhaps change your mind regarding the quality of our services.
I do apologise for the costly inconvenience, and I sincerely hope we may be able to rectify this situation for you quickly. I look forward to hearing from you soon.
Kindly,
April, Customer Service Manager
Hi Di,
I am so sorry to hear about the numerous problems you've had with this order. I do not know the specific reason that we could not offer you the price match (as I do not know your name or order number), as this is something we offer for identical products (same model, colour, etc). As for the warehouse, it is indeed located in the UK to ensure quick delivery--and in this case it seems they were very quick indeed! I do understand that a quick call to our warehouse could have made a difference in your case, and although that is not at all our usual procedure, I can only apologize for any shortcomings on the part of our customer service staff.
I wonder if you have now received the shoes and returned them? Your return is free of course and you will be refunded in full. I urge you to once again contact our customer service and mention this email so that they may provide you with a discount voucher, which I hope might allow you to give Spartoo another chance for a future purchase.
I apologize once again for the inconveniences you've had to deal with, and I hope we hear from you soon.
Sincerely,
April Buchanan
E-marketing Manager Spartoo UK