Drmartens Reviews 146

Overpriced boots that lasted me 4 months. Both boots have holes where your foot bends. Went back to the shop wheI bought them from and been told there is nothing they can do as its wear and tear. I'm shocked with how much the quality of martens changed. I had my previous pair for over 10 years and it's still ok

Visited the Westfield Stratford store today. Tash was fantastic, really personable, gave great advice and made the whole shopping experience so much more pleasant.

I had difficulties returning the shoes that didn't fit. I emailed to ask for help on 16th Jan and still haven't received a response. I managed to return them by going to the local sorting office and getting a royal mail worker to help print out a label. However I haven't had my refund or confirmation they have received the shoes back. The return process is very difficult compared to most companies. The qr code I took to the post office is not a qr code that can allow staff to print a label like every other company. It's a qr for you to print at home. Many people are unable to print labels therefore this system is very outdated. Using a bot for chat and not being able to speak to a real person is frustrating and shocking for a company that prides itself on being British and the expensive quality products it sells. I would never use again. Great if the item fits but is you have an issue an absolute nightmare from start to finish. Avoid!!

Ordered bags online, parcel arrived damaged with Royal Mail note. I informed Dr. Martens they asked for proof, no problem. Then they went radio silent. I never experienced anything like this from a big company. First and last time I’ll be ordering from them. Will have to go through bank if I don’t hear anything back end of this week.

Had a slight problem with my Dr. Martens. I messaged the Facebook page and a lovely person named Olive dealt with it immediately. So grateful for amazing customer support! Highly recommend purchasing from them!

When visiting the Ashford store, I was had a great experience. I started by Diogo greeting me and offering help. Abby the assistant manager put my transactions through on the till, so Diogo could continue helping customers. Both were really friendly and will be returning because of them. Extra shout to Diogo, I saw he was great with every customer he interacted with, brought a really unique energy and could see he enjoyed helping people.
Great job from the store

I visited the Chester shop again today - Friday 3rd October 2025 - and i was served by Sarah and Liam .
They were lovely!
Helpful and professional.It was only a pair of socks , but you'd think i'd bought half the shop !

Customer service seems non existent these days. What's happened? Emails don't get a response, I filled a contract form to query this and ask that my email gets answered. Not getting anywhere. I love the brand and enjoy the experience in store but customer care outside of this has failed. Can't call and speak to anyone nor do emails get answered. Shame.

Visiting Ashford Designer Outlet store, I was tempted in by the sale sign. I was slightly disappointed not to find something in my size in the sale that appealed until a very helpful assistant came along and quizzed me as to what type of shoe I liked. Having ascertained my wishes she made some suggestions based on what was in stock in my size ( UK size10). We had a brief discussion as to how difficult it was to find shoes in our sizes (she was a size 3) and she picked out the perfect shoe for me. Not only that but she was happy to hold them for me whilst I looked around the rest of the Outlet saving me the trouble of carrying them around for the rest of my visit. All of the staff were cheerful and helpful 10/10 for my experience!

Adding insult to injury.

I bought a pair of DM sandals from their online store. I hadn’t really worn them, maybe 8 or 10 times max, when the buckle snapped in two. I emailed them. They asked for proof of purchase. Then photos. Then more photos. On and on. I provided everything they asked for. Then they came back and said I was out of warranty. Despite fact shoes were visibly almost unworn. And they could have told me that from their first email. They sold me a rubbish product, and then made it worse by their useless customer service. I won’t buy from them again.

I bought a pair of soft leather boots and after about a year or so of wearing them the soles split and came a part. DM did replace them after I got in touch explaining what had happened. I also bought a pair of classic hard leather boots that squeak non-stop every time I wear them. I did raise this issue with DM but because they are out of warranty they have refused to do anything and are happy that I have a pair of boots I cannot wear! What does that say about the company! What I'm trying to say is think very carefully about spending your hard earned cash on boots that are now of mediocre quality. They are just not worth the money. I won't by Dr Martens again and it's DUPES all the way from now on!!

I sent my Dr Martens boots to their repair section to get resoled and they came back with a slash in the leather that wasn’t there before. When I spoke to them about this I got nothing but abuse.

Awful customer service.
I have been trying to contact them to discuss sandals that need repairing. They are 4/5 years old, and only worn in the spring/summer. For the price we pay for these sandals,
I expect a certian Longevity. The damage shows on both sandals, in the same place. The repair company they use said that they are unable to fix them. I emailed customer service and they replied referring me to the repair company. I explained that they are unable to help, but have had nothing back since. These were a gift, I just want them repaired. Their website speaks of sustainability, but throwing these sandals into landfill seems absurd!! Someone makes these sandals, so there has to be someone who can fix them!!

Awful customer service, have now left 4 messages as my item didn't arrive and still no message back from the site or customer service team, it's been over a month of trying to speak with someone.

Warning! Don't buy online. Delivery date was earlier than quoted and Royal Mail just left the £110 shoes on the doorstep which goes directly onto the street. Customer service claimed they agreed they had been "delivered" and couldn't help any further! You might as well put your cash on the doorstep and do away with the middle man of the Royal Mail - who were totally to blame for leaving the parcel in the first place.

Little-used pair of shoes was 6 weeks beyond guarantee period when a sole came away from one shoe. Shoes original price was £130. Repair price offered by Dr Martens was £80. I think not.

I am thinking that if one can find and afford genuinely British-made footwear that's the way to go.

I purchased some stunning zip boots from Doc Martens in Bristol. They were not cheap. But the lovely assistant remained helpful and patient and didn’t once try and push me into the sale so I went ahead and treated myself. After only a few weeks the very rigid zip came away from the leather so I contacted the care team via X (twitter). I had also emailed and called but after a few days had no response from the website (eventually they did respond). The incredible advisor on X was amazing. Clo helped me through every stage of the process in getting a replacement sent over tirelessly. They were so eager to assist and it could not have been a more simple procedure to return the boots for a new pair. I was hugely impressed that once the proof of postage was sent (via photo) the new boots were popped straight in the post. Take note other businesses who charge you returns and keep you waiting for weeks. They actually arrived the very next day. Truly incredible service from Clo but also Doc Martens policy as a whole. Always always purchase direct is my advice. If I’d gone through Office or Shuh I don’t think this would have been such a superb outcome. Thanks Clo. You’re brilliant.

Appalling experience. There is NO customer service at this organisation, to say there is is a misnomer! No way of communicating to an actual person. Waiting for a refund for circa 20 days is unacceptable! I will never purchase from them again.

Customer service is nonexistent. When I finally got an email from an actual human being and not just auto-replies, it was obvious he had not read my explanation, and gave a standardised "solution" to my problem. He didn't reply to my request for return/refund. So I tried calling. I was given 4 choices by the automated voice - EVERY. SINGLE. ONE ended my call with either "please send an email" or "we are currently closed, please come again". I'm so disappointed.

I am shocked that the quality of these boots is so poor! I wore them literally a few times. The leather got easily scratched. Customer support is useless.
So I basically waisted £120 :(
I'm never buying anything from this company again, I thought they were supposed to produce high quality stuff that lasts years, but in reality they are no better than bloody Primark.