18montrose Reviews 

This company is selling falty item at discount price. Ordered twice and received twice faulty shoes. They best solution was return at my own cost ....
To avoid ....

I was very unsure about my order at 18 montrose after i read all the bad reviews, but I was proven wrong. No problems with shipping emails or the delivery whatsoever.

I had an issue as did not get a confirmation email, however the customer service team were swift to get back to me. The shoes arrived very quick. Packaging and shoes arrived in perfect condition. 5/5!

I completely agree with most other reviewers! Don’t buy from this company! I bought from their website but found the products are not as described. Returned all, but only gave me a partial refund, took me too much time to communicate with them, problem still not solved, they made too many mistakes during the transaction but nobody stands out to take responsibilities. Their customer service team, is absolutely one of the worst I have seen.

Must admit was a little concerned with all the bad reviews, but took a punt as so much cheaper for an item I wanted. ordered at 6.35pm and delivered 3pm the next day. Trainers were perfect well packed and exactly as described!!!! take a chance you might have luck on your side like me :)

they deserve most def zero star.
Placed an order with 2 items, and no confirmation emails nor order number.

I have been waisting so much time since then, they are insulting me and wasting my time through their AI bot nonsense. I talked to this stupid chat bot service and the so called agents claimed that they‘ve sent me over 3 times those confirmation/order number but never reached out to me (even in my spam ordner).

I have already reported this transaction to paypal and their suspicious business.

Please contact me via Email if anyone of you guys would support/help me out to get through this unnessessary inconveninece and scam.

My experience with 18Montrose was so atrocious, I have to share in full as a warning to others.

It started with being sent the wrong items not once, but twice. We’re talking orders worth several hundred pounds.

They have no contactable phone number. I had to email and the ‘customer service’ was anything but… They repeatedly asked the same questions, to send more pictures and fill in the same information. Again and again.

It was quite clear the ‘customer service’ system was out-sourced and as such the time, expense and inconvenience was passed from 18Montrose (part of Frasers group) to the customer. I suspect much of the time I was dealing with AI / bots, rather than actual humans. I did a little digging and it seems the company handling ‘customer service’ may be Freshdesk/freshworks.

Getting a timely or cogent response was like drawing blood out of a stone and most, if not all responses from them were largely comprised of scripted/copy/paste nonsense. It took weeks and what amounted to several hours of my time to finally get return labels.

Even though both returns were dealt with by the same person (bot?), through the same emails, they arranged for one to be collected and the other needed to be dropped off. Where is the logic in that? Why not have both collected, or both needing to be dropped off? I cannot fathom the thinking: it’s just utterly baffling and resulted in more of my time wasted waiting for a courier, whose arrival window was 9am-5pm on a weekday (do they think people haven’t got better things to do, like, for instance, work??), then ultimately having to drop off both parcels separately because the courier never came.

I have received a refund for one of the orders, but thus far only a partial refund for the other one (still waiting for over £200), so will probably have to send yet another email to chase this up this morning!

After the eventual refund for the first order I got a scripted response apologising and supplying me with a code that entitled me to free shipping and 10% off a future order. There was nothing personal or individual, no acknowledgement that after their initial mistake/fault in sending the wrong order twice, I was expected to go out of my way repeatedly to resolve the issue at great inconvenience and even some expense to myself. I was actually insulted.

I cannot stress enough that given the time wasted throughout - I estimate about four hours of my time writing emails and supplying various pictures, plus over a day waiting for a courier to collect one return (they never arrived) and then having to drop both returns on separate days at the nearest drop off point, which is a 25 to 30 minute round trip by car each time, so almost an hour’s driving total (so fuel costs now also a factor), not to mention the frustration and stress.

Finally, I should add that I have dealt with various other companies that sell clothes and shoes from the same/similar brands/designers and one of them that I cannot recommend enough is END. Mostly because when you need assistance with a return or similar you can actually call and speak to a human. It makes things so, so much quicker and easier and the couple of times I have had to call, the people have been polite and extremely efficient. I would say the same for Nike too, although you now have to initially go through an automated system before speaking to a human, issues are resolved quickly. Same for Selfridges, recently needed to return part of an order, and found there was an issue with the automated website returns process. I contacted customer services, was immediately through to a human, she was lovely and got things sorted efficiently and politely at minimum inconvenience to me.

I seriously do not know what has happened to customer service, the outsourcing, lack of telephone support and increasing use of inadequate AI and bots is an increasing impediment. 18Montrose could learn a great deal from End, Nike, Selfridges and others that have proper customer service.

You might get lucky and not have an issue with 18Montrose, but it would be exactly that: luck. By design their system is disgraceful and I urge you to avoid, avoid, avoid.

Update 19/11/2023: I emailed them again about the outstanding refund. Have not had a reply. Will have to email again tomorrow. On and on it goes.

I've returned shoes used return form received with my order-then my returns disappeared
I've been told it's my foult becouse I shouldn't use return form from inside the box?
This company is a scam

Order a pair of Adidas trainers which arrived a few days later in a battered box. I returned the trainers due to being too small and ordered a larger size. The new trainers arrived ok but almost a month later and I have still not received a refund for the returned pair. I cannot speak to anyone has no phone number so all communication is going via email. The company claims they have refunded me but nothing is showing in my bank so have had to raise a dispute through my credit card company!

Don’t understand the reviews on here. Ordered a Stone Island jacket which I wanted to return as I didn’t like it when it arrived. Returned (at my cost) and reordered a different style with no issue. Received confirmation emails for both and both delivered with no issues.

Contrary to most of what you'll find here, I had a really good experience with 18montrose on the whole. did get a bit worried after a purchase, coming here and seeing all the horror stories. now it is true that I didnt receive an order confirmation email, which is what made me look for reviews, so i was obviously anxious at that point. But this fear was soon assuaged, as I got a dpd email the next day, and it arrived the day after that, way quicker than the predicted 3-7 days of standard delivery.
Now one thing I will say is that the box arrived extremely damaged and was packaged in a thin bag.. but here's my theory on that- 18montrose is actually somewhat an outlet store for flannels, cruise etc. so its likely the discounts are because things are end of line or returns due to minor cosmetic damage like this.
Over all, a very good experience, got some shoes I'd never have paid full price for for a great deal, and the shipping was very quick. I will say, please 18montrose: start sending out order confirmation emails, it will make a lot of customers a lot less nervous :)

I ordered. Paid. Got a confirmation immediately. Was updated every step and my order was delivered within 5 days. Absolutely no issues whatsoever.

Very pleased with my purchase.I placed 2 orders with 18montrose. I was a bit sceptical before ordering from a website I didn’t know anything about. First order arrived next day, although I paid for standard delivery. Second order I placed late afternoon and it arrived in 2 days. I had confirmation emails when I placed the orders and notification once the orders were dispatched. Best quality products, I bought 1 leather and 1 suede Adidas shoes.

Not too sure why so many people have had bad experiences with 18montrose but my first experience has been great. When I first tried to place my order, they wouldn’t accept mt debit card, so I instead used PayPal (which was fine as it gave me reassurance). When I placed my order, I got no email confirmation, like most people (by the seems of it). I then went on TrustPilot to see the reviews (which I probably should’ve done before hand), and I was worried. To see 18montrose had 100s of reviews with an average review rating of 2.5 was filled me with no hope at all. However, the next day I went to track my order on my 18montrose account and it said “Ready to ship”. Therefore, I thought i’d email 18montrose for an email confirmation and a tracking number for my order. No word of a lie, 1 minute after I sent that email, an email confirmation and a tracking number arrived in my inbox coincidentally. So, I thought nothing of that and then this morning (as I’m writing this), I got an email from DPD about my parcel being delivered within a certain hour timeslot today. I was shocked as I didn’t expect delivery to be this fast. And then it arrived at around 12:30PM. I could not be happier with what I ordered, and thankfully; the item checks out to be legit aswell. I could not recommend 18montrose more and I will be using this website to buy things again! 5 stars!

I placed an order online, via Montrose 18's website the other day for a CP Company jumper. The money has been taken from my account (I have proof of payment) yet I have received no email confirmation or order number. I have emailed customer services and received no response, the online chat is shocking as the service options are limited and there is no way to call in and speak to a customer services advisor? What am I supposed to do?
Dealing with online stores these days is usually pretty simple but Montrose 18 are not. How do I either get my money back or at least receive my order?

Just received my order via dpd £31 delivered for some adidas oznovas, what a bargain. Laces that they come with are a bit bright but they also sent 5 other sets in different colours.
As with other people a bit put off ordering as not used 18montrose before but no problems whatsoever.

Ordered a substantial amount in a sale they had on.. "Delivered" by DPD to my trustworthy neighbour, who wasn't at home when they say delivery happened. Couldn't provide any proof bar a pic of the house took from the street. Name signed was fake too. The guess is dpd left my items lying outside and they were stolen, or dpd driver took. Raised issue multiple times with montrose who would not do one thing to assist as they say Dpds proof of delivery is more than enough for them. Even when there's no proof the parcel was even left anywhere by the driver.

Montrose even suggested calling the police on my neighbour or taking them to civil court when they were totally innocent.

Absolutely rubbish company and customer service skills.

Had to leave a review as I was nearly put off ordering due to all these negative reviews. I ordered my trainers on Monday, just received them today (Wednesday) and I couldn’t be happier! I saw some reviews saying that they didn’t receive a confirmation email after ordering, this was not the case for me, it went into my junk folder so make sure you check that! Will definitely be ordering again!

Yes I had read the reviews which intially prevented me ordering for a couple of months but with the extra promotion discount i decided to place a order, as people have commented you do not receive a order confirmation but receive courier email confirming on route, due to feedback I paid for next day delivery, they arrived next day and as expected therefore 5 stars felt I. needed to share my experience to help others

Great product at a excellent price, delivery earlier than expected