Russellandbromley Recensioni 274

The loafers are very hard to break in causing them to be uncomfortable to wear. The leater heels particularly are too stiff. Even wearing heel pro they are really poor quality!! I didn't expect them to be poor quality leather bearing in mind the price of them. Very disappointed.

Awful experience in knightsbridge store, only decent member of staff is the lady with the dark hair, the other two are awful and rude and use the excuse that it is on sale.

Utterly disgusting company. I placed an order for £600 in November which I returned because the shoes didn't fit. I didn't hear anything back and suddenly they are claiming they rejected my return and returned the parcel to me. They had no right to do this as the shoes were in perfect condition but they claimed they were worn. To top it all off, they didn't even return the parcel properly - didn't inform me and it was left outside on my neighbours front steps and we assume stolen. What a surprise - within the month this company went into administration and was sold for a paltry amount. I suspect they were rejecting legitimate returns in an effort to conserve funds. I then had to spend 4 months fighting to get my £600 back via PayPal and Amex and even a complaint to the ombudsman. The worst consumer experience ever. Oh, and the shoes were crap quality, hence my return. Don't bother buying from them.

I bought men’spair of shoes yesterday, at Bullring Birmingham I was told it won’t be refunded.receipt was signed No Elref free When I came home realised I should get one size bigger. Today when I went the lady staff member on a till loudly shouting “no refunds or exchanges , it’s a company policy”. I showed her a receipt where it was written with a brown marker no refunds, only. She could say all this politely rather than screaming!

Absolutely disgusting non existent customer service in 2 mths not had one reply I’m waiting for a £250 refund had confirmation email in Jan to say had received return and money be refunded in next 10 days over 2 mths later I don’t have my money back what am I supposed to do no one replies to my emails have taken up dispute with PayPal
APPALLING

Their shoes became boring and without any inspiration just black or brown. I used to buy my shoes of different colours but not anymore. Their customer service was poor and the quality declined.

Writing on behalf of one your elderly customers who I don’t think would come here to leave the review that is warranted! She attempted to enter your Winchester branch today in her electric wheel chair and was told not to enter because her chair wheels would make you floor wet and dirty. She was made to reverse out. I was absolutely appalled to overhear this! Your staff should be ashamed of themselves!

Absolute SCAM! Goods that are sold online are not refundable or exchangeable. I bought a pair of 200£ shoes that are too big and they replied to me that I can’t exchange them. Never buy from them!

No way of talking to anyone about your order or the complete loss of it, only communication is through email which takes 72 hrs to respond completely ridiculous in this day and age

This is my first time ordering with Russell and Bromley and they were very good and quick at sorting out an issue with my return which was entirely my fault.

Never again placed 2orders and coustomer experience is a disgrace talk to you like your nothing will be cancelling my order just paid of 400? No wander boycott this company don’t deserve my money

Long time customer, first time returning a faulty pair of trainers and the appalling customer service support has made sure I'll never buy another pair of R&B footwear. What a shame for a brand that considers itself luxury to be so failed by quality and then a refusal to acknowledge when their products are faulty. Id get better, more knowledgeable and polite service from a market stall holder.
It seems R&B dont respond to these reviews, which tells you how much they're interested in customer experience.
Briefly. The trainer soles squeak terribly Not on the floor, like a squeaky dog toy. They're embarrassing to wear. First time was to the ballet. Can you imagine having comedy shoes on in a quiet theatre! I Sent videos with my complaint. And have received nothing but excuses. I was told to remove the insole. Then I was told it will wear off eventually. I was also told to go into a store for 'advice'. On how to wear trainers? Thats just a little patronising. I have now demanded a refund as the trainers are not fit for purpose. Each email takes 3 days to receive a response. Im sure they're hoping customers will lose the will to continue with a complaint. At this point its not about the money its about being a rubbish company with appalling customer service. Take responsibility for your products R&B! And treat customers better. Im sure no one at R&B cares that they've lost my custom.

I bought a pair of trainers a little over a year ago. I have worn them a bit. They now look so worn out and so much worse than the pair of trainers I got from tkmaxx for a fraction of the price I paid for these trainers.
It is so disappointing spending so much money on shoes which now look so worn out.
The shoe is very comfortable..for sure, but I do not think it will last another 1 year.

On 15 December 2025 My husband and I visited the Glasgow store.
We ordered one pair of ladies shoes and two handbags for Christmas gifts.
Two days later we received notification t be at one of the handbags was unavailable.
The shoes arrived however no word of the second handbag.
I phoned the Glasgow store to be informed that the assistant had not ordered the second handbag. Despite it being their error they were unable to order unless you attended the store.
We informed them we unable to come to the store until after Christmas.
We were told that it was up to us and it may not be available if we waited. It was not available and we lost the Christmas gift and they in turn lost the sale.
I have been a loyal customer however extremely disappointed with this latest experience.

Absolutely terrible customer service.
I ordered 3 pairs of boots and read in the terms and conditions that the returns period was extended over the Christmas period.
However, it transpires that the Company provides only a 14 day return period on Black Friday sales items, which applied to 2 pairs of boots. I missed the returns date by just 3 days due to the Christmas period so tried to contact Customer Services for help, but they don’t operate over weekends.
When they did reply the following Monday. The response just stated that the returns period is 14 days. No help given.
All other companies I have ever deal with would make an exception. In fact, all decent companies offer an extended returns period over Christmas even for sale items, but the email received from the customer service team was abrupt and unhelpful. I’m now left with two pairs of boots that don’t fit at the expense of £500.
This was my first time buying from the company but it will be my last. I suggest others read the negative reviews before purchasing and reconsider their choices. I really wish I had.

Unable to return item via returns portal - says error with no explanation as to why

I ordered a pair of boots for £300 from Russell & Bromley and received a delivery notification saying they’d been delivered when they absolutely hadn’t. On checking the tracking, I discovered they had been left in a public lobby, accessible directly from the street, rather than delivered to our office. Anyone could have walked in and taken them.

I immediately contacted customer services and was told the issue had been logged with the courier and that they would come back to me. They didn’t. After a week of silence, I ended up knocking on doors in the building myself and eventually recovered the parcel from another company who had taken it (presumably to keep it safe).

Russell & Bromley never followed up, so I contacted them again to close the issue. In the meantime, the boots had gone into sale with a £74 price reduction. I asked a simple question: could the difference be refunded, or should I return and re-purchase at the lower price?

Again — no response for over a week.

Then, almost unbelievably, they replied the morning after the sale ended, stating that they wouldn’t refund the difference because the original price I paid was “a fair price,” and that my only option was to return the boots. The timing felt deliberate and left a very bad taste.

When I explained I was unhappy with how this had been handled, the response didn’t change — just “return them.”

For a brand that trades heavily on British heritage and values, this level of communication, accountability and customer care is extremely poor. Problems happen — but being ignored repeatedly, then fobbed off with technicalities, is not acceptable.

I even emailed their CEO directly, who has chosen to ignore me. It's no wonder that the staff act that way if thats the type of leadership on offer. Shame on you.

I won’t be ordering again and I suggest nobody else does either. I assume their proud history died along with those that first mastered their craft and created R&B and these cheats are just living off their name.

Being a long term customer I can confirm the quality of this brand has clearly become so poor, after just 3 months of minimal wear my new loafers look years old and have completely worn in comparison to all older pairs. Considering their prices range £250-£275 ish for a pair of loafers, I am so disappointed I’m having to buy new shoes after three months. Customer service advise from photos I sent this is normal apparently, for a £275 loafer to look like it’s been dug out of a tip.

I paid for three pairs of shoes £770 on 21/10 and still haven't received them a fortnight later. I have phoned R&B customer service three times, they have never made a return call although I have requested one. The are not interested and just keep saying they are having problems with parcel force. Despite me keep reiterating my business is with them not Parcelforce they do not seem to show any concern that they are holding my money without producing any goods. I will not be buying from them again - in tough times I will support the companies who respect & value their customers - R&B are not one of them and to my mind do not deserve the custom.
In response to what I wrote above - Russell and Bromley have since contacted me and generously compensated me for the inconvenience and responded to resolve the issue. I really appreciate this. Thank you

I took my shoe to the London Sloane Square store for repair because the metal ring had fallen out. The repair was supposed to take 4 to 6 weeks! After two months, I hadn't received any information that the shoe had been repaired, so I went to the store. One small metal ring was replaced, but unfortunately, it was a different color! It was gold, while all the others were brown. A complete lack of imagination and professionalism. I'm filing a complaint.