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Avoid at all costs , absolutely shocking website / seller. Thankfully i paid through Klarna to avoid this risk but I purchased an item for £180 almost a month ago and heard absolutely nothing from the... See more
Company replied
See my previous review regarding this company. DONT use them please. Shocking customer service and we still haven’t heard back from them whatsoever. Luckily we payed via klarna and they manage... See more
Company replied
Had issue with slippers being too small, arranged exchange and was all sorted within a few days. Only gripe would be that there was no delivery invoice with either shipment. No clear return instructio... See more
Company details
Written by the company
Exclusive Footwear & Streetwear Store. Guaranteed Authenticity, Worldwide Delivery & Hassle-Free Returns. Shop The Latest Releases Now.
Contact info
United Kingdom
- info@marsdensneakers.co.uk
- www.marsdensneakers.co.uk
3.0
Average
107 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 50% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Poor communication after numerous…
Poor communication after numerous emails off myself
Waited for delayed delivery
Following on from the feeback post review
The refund i received was for placing a order, this being my first.
Who all new orders receive.
Not once was the delay discount offered.
Updated…
Edited feedback off yourselves
Poor communication, delayed delivery still stands my feedback
1 STAR
October 14, 2024
Reply from Marsden Sneakers
Hi Rebecca,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here. However, we are disappointed to read your comment, considering the amount of communication we had with you regarding your order.
Your item was successfully delivered to you on October 15th at 12:21 and, as requested, your first order discount was issued shortly after – something that we would not typically do.
Rest assured; we have taken your feedback on board as we strive to improve as a company. We hope, should you choose to order to shop with us again, that your experience will better reflect the high standards held at our company.
Kind regards,
Marsden Sneakers
10/10 service
I was looking for a pair of adult size lightening McQueen crocs for my son and when I typed them in Google Marsden sneakers came up in the search, I read the reviews an instantly thought Noway am ordering from there. Because I couldn’t find his size anywhere else I gave in an ordered them a soon as I pressed confirm order I did have a little regret! BUT! I got a confirmation email and a text message straight away confirming my order so that eased me a little because some people said they hadn’t received them, then I downloaded SHOP so I could track when they would be on the way, within a few days I got an email again to say they had been dispatched and was on the way. Had a little miss communication with Royal Mail over the delivery day an emailed Marsden about this and they replied within 24hrs! My crocs arrived today and am over the moon with them 10/10 service from this company.
October 7, 2024
Reply from Marsden Sneakers
Hi Kirsty,
Thank you for taking the time to leave us a review.
We do hope you enjoy your shoes and cannot wait to serve you again soon.
Kind regards,
Marsden Sneakers
10/10 service
I was looking for a pair of adult size lightening McQueen crocs for my son and when I typed them in Google Marsden sneakers came up in the search, I read the reviews an instantly thought Noway am ordering from there. Because I couldn’t find his size anywhere else I gave in an ordered them a soon as I pressed confirm order I did have a little regret! BUT! I got a confirmation email and a text message straight away confirming my order so that eased me a little because some people said they hadn’t received them, then I downloaded SHOP so I could track when they would be on the way, within a few days I got an email again to say they had been dispatched and was on the way. Had a little miss communication with Royal Mail over the delivery day an emailed Marsden about this and they replied within 24hrs! My crocs arrived today and am over the moon with them 10/10 service from this company.
September 26, 2024
Unprompted review
Reply from Marsden Sneakers
Hi Kirsty,
Thank you for taking the time to leave us a review.
We do hope you enjoy your shoes and cannot wait to serve you again soon.
Kind regards,
Marsden Sneakers
Missing order
I have not even been given a confirmation email or an order number, I ordered trainers around 2 weeks ago and not heard a thing, sent emails to customer service not herd anything. Do not order from this company , look at the reviews all saying the same thing, shocking
September 27, 2024
Unprompted review
Reply from Marsden Sneakers
Hi Randell,
Thank you for taking the time to leave us a review.
We do apologise for any inconvenience caused here. However, an order number and confirmation email would have been sent as soon as your order was placed.
After further review, we are yet to receive any communication from yourself regarding your order. Our team have reached out to you to resolve any issues you may be having.
We look forward to hearing from you at your earliest convenience.
Kind regards,
Marsden Sneakers
I made an order with these 3 weeks ago…
I made an order with these 3 weeks ago and my parcel has gone missing which the company are supposed to raise a dispute about tried to email them on multiple occasions and no one ever responds. Luckily I paid on klarna so I could report this missing , Could you please sort this out and issue me a refund .
September 30, 2024
Unprompted review
Reply from Marsden Sneakers
Hi Liv,
Thank you for taking the time to leave us a review.
We do apologise for any inconvenience caused here. However, please understand that a formal investigation needs to be opened with our shipping courier before any refund can be issued.
We have already contacted DPD to determine the whereabouts of your parcel. Once the investigation is complete, our team will decide on the appropriate action.
Thank you for your patience and cooperation at this time.
Kind regards,
Marsden Sneakers
The product is as expected but…
The product is as expected but delivery, while called express, was not. We kept getting messages to say delivery had been rescheduled but didn’t know why.
September 16, 2024
Reply from Marsden Sneakers
Hi Martin,
Thank you for taking the time to leave us a review.
Once again, we can only apologise for the slight miscommunication regarding your delivery. Rest assured; we have taken your feedback on board as we strive to improve as a company.
We do hope you enjoy your shoes and cannot wait to serve you again soon.
Kind regards,
Marsden Sneakers
Still not received order
Still not received order. No correspondence from company despite the FAQ stating office open 8am - 8pm. FAQ highlight that if you email more than once, they will relegate your original email resulting in further delays.
FAQ also shows company does not comply to the Consumer Contracts Regulations (enhanced protection for consumers when buying online), with no order cancellations accepted.
Consumer Contracts Regulations state that:
‘If you purchased something online, the Consumer Contracts Regulations allow you to cancel your order within 14 days if you don’t want it. You then have a further 14 days to return it.’
Do not purchase from this online shop. I never usually write reviews, but this company has nil customer service and contravenes the Consumer Rights Act. I still have no email confirmation, no response to my emails or review, yet I have paid for this product.
September 24, 2024
Unprompted review
Reply from Marsden Sneakers
Hi Lucy,
Thank you for taking the time to leave us another review.
We do apologise for any inconvenience caused here. However, we are concerned that the details provided here may not fully reflect the situation.
Due to the nature of our business, refunds are determined on a case-by-case basis. We have a 30 minute cancellation window, and a 14 day return policy with store credit and exchange options. Our business model means we are not obligated to offer full refunds.
Rest assured; your satisfaction is a top priority to us. Our team have reached out to you to discuss how this issue can be resolved. We look forward to hearing from you at your earliest convenience.
Kind regards,
Marsden Sneakers
I have still not received my order…
I have still not received my order confirmation or tracking, let alone the product. I ordered 4/9, and web says delivery quick, and the only way I would know I have ordered is through my PayPal account where money has gone out. I have emailed the company and nothing. No other contact details.
Marsden trainers, please reply and cancel my order and refund immediately.
September 4, 2024
Unprompted review
Reply from Marsden Sneakers
Hi Lucy,
Thank you for taking the time to leave us a review.
We do apologise for any inconvenience caused here. However, your order confirmation should have been received the minute your order was placed on our store. We are more than happy to resend this email if needed, but our team have not received any direct communication from yourself regarding this matter.
Regarding the status of your delivery, we are currently working on fulfilling your order with our network of suppliers. In these instances, we require some additional time for handling and authentication purposes.
Rest assured; your satisfaction is a top priority for us and we are working to ensure your item is delivered to you in the quickest possible time.
Kind regards,
Marsden Sneakers
Did not fulfil order
September 17, 2024
Reply from Marsden Sneakers
Hi Dale,
Thank you for taking the time to leave us a review.
We do apologise for any inconvenience caused here. However, the variant ordered was unfortunately showing as in-stock on our website despite us not having any available quantities.
We issued you with a full refund on September 17th at 10:05. We hope, should you choose to shop with us again, that your experience will better reflect the high standards held at our company.
Kind regards,
Marsden Sneakers
Shocking
I ordered on the 1/08/24 and still not received the item I ordered. I haven't even been giving any tracking number or know which delivery company is delivering the item. And getting in contact with this company is a absolute nightmare. The communication I warn you is terrible. I wish I read the reviews on this company before I ordered because I can see lot people have had the same issues with them. Lucky for me I ordered through klarna and haven't paid anything. And klarna they say the order was cancelled on the klarna app. Then Marsden sneakers say the item has been received by them and is going to be dispatched. So I have no idea if I'm still getting the item, if they cancelled it or if klarna cancelled it.It's the 1/09/24 now and I have no idea was going on it's ridiculous lool.But to be honest it's at a point where I don't care anymore. It's one of worst companies I have ever ordered from. I advised any person looking to order to stay away.
August 29, 2024
Reply from Marsden Sneakers
Hi Peter,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here. However, upon further inspection, it appears your order was fully refunded by our team on August 29th at 8:22AM.
Please understand, your order was refunded due to limited stock availability among our network of suppliers. We feel our communication with you regarding the status of your order was consistent throughout. However, we will most definitely take your advice on board as we strive to improve our company's operations.
We hope, should you choose to shop with us again, that your experience will better reflect the high standards held at our company.
Kind regards,
Marsden Sneakers
Very impressed, 5 stars!
At first I was reluctant to buy through Marsden Sneakers due to the mixed reviews on Trustpilot. I don't usually leave reviews but I was particularly impressed by the service provided and product received. Will definitely be returning soon. Thank you!
July 29, 2024
Unprompted review
Reply from Marsden Sneakers
Hi Lucas,
Thank you for taking the time to leave us a review.
We do hope you enjoy your shoes and cannot wait to serve you again soon.
Kind regards,
Marsden Sneakers
AVOID
I ordered a pair of trainers that said they were available online and advised it would be delivered within 1-3 business days, however come back to me to advise they had to source the trainers (at no point was this advised before money was taken). Their policy says under exceptional circumstances it can take 20 days to receive - I received mines after 4 to 5 weeks from when they were ordered. After saying they were scammers (I genuinely believed they were due to them ignoring my messages and taking days/week to reply to my messages) they got sour advising they would have helped further if I didn’t say it publicly. Received the trainers and there is glue seeping out them again made marsden aware of this asking for a refund and they have ignored me. No accountability taken and very unprofessional. Got all evidence of conversations and interactions, which is getting taken further with Klarna because marsden are refusing to take ownership.
The fact the trainers were delivered after nearly 2 weeks later than their policy says (evidently not following their own policy) however when asking for a refund of my own money they then refer to their policy to say refunds aren’t available.
PICK AND CHOOSE when it suits them.
July 15, 2024
Unprompted review
Reply from Marsden Sneakers
Hi Louis,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here. However, we feel that we have been very transparent with you throughout the process of your order and are concerned that the details provided here may not fully reflect the situation.
After careful review, our team determined that the item is still fit for its intended purpose and such quality issues are very common on this type of model. This decision was communicated to you immediately and you certainly were not ignored.
We feel there may be some confusion with the delivery timeframes displayed on our website. Please note, these are estimations and are subject to change depending on the variant ordered. Unfortunately, as your item was recently discontinued by the manufacturer, this led to a short delay in its dispatch.
Your satisfaction is a top priority for us and we would greatly appreciate the opportunity to resolve this issue quickly and professionally. Our team have outlined the options currently available to you. We look forward to hearing from you at your earliest convenience.
Kind regards,
Marsden Sneakers
Great service all round
Needed my shoes by a specific day for a holiday and they made sure I got them in time. The shoes were exactly as expected, never worn condition and verified as authentic. 10/10.
August 22, 2024
Unprompted review
Reply from Marsden Sneakers
Hi Jake,
Thank you for taking the time to leave us a review.
We do hope that you enjoy your trainers and cannot wait to serve you again soon.
Kind regards,
Marsden Sneakers
Giving 1 star is generous
Giving 1 star is generous. Customer service is non existent. My partner order trainers around a month ago and still not received. Marsden is ignoring all emails and DMs. Also commented on their Instagram posts which they have deleted! Scammers
Edit 20/08 - Marsden’s response is deluded. Asked multiple times for the order to be cancelled due to it taking a month to ‘process’. The trainers magically appeared after asking for the order to be cancelled. Asked for them to take them back because already stated they had taken far too long and been ignored far too many times. I have all the screenshots of the messages sent that were ignored by Marsden for weeks.
They have now said refunds aren’t a thing that they do - you couldn’t make it up! Worst company and service I’ve ever experienced. Will be taking this further. Avoid at all costs if you don’t want to lose out on money.
Edit 20/08 - I’m very aware what your returns policy says on your website. I’m also aware at what timeframe you say you will receive your order by. And it’s well under a month! So you’re allowed to go against your own policy whenever it suits you? We ordered the trainers to have for a specific date. We no longer need them because you have taken 2 weeks longer than your website states.
July 16, 2024
Unprompted review
Reply from Marsden Sneakers
Hi Andrea,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here. However, we did provide frequent updates regarding the status of your order, and the fact that we had encountered some minor delays when looking to dispatch your item. To say we ignored you for weeks is a slight overstatement.
After looking into this issue further, it appears that your item was delivered on August 16th at 14:12. We hope that you are now satisfied with your item, and no longer believe that we are scammers, as you alluded to in your review.
We hope that, should you choose to order with us again, that your experience will better reflect the high standards held at our company.
UPDATE 20/08: Regarding your concerns on our returns policy, due to the nature of our business, we exclusively offer returns in the form of exchange or store credit. This is very clearly displayed on our website, and was also the case at the time the order was placed. Further, cancellation requests must be made within 30 minutes of the order being placed to be approved, and must fall in line with your statutory rights. We could not cancel your order when it was in the process of being fulfilled.
We would like to again apologise for the delay you experienced with your order. Whilst we appreciate that the delivery time did slightly exceed estimations provided on our website, our team worked tirelessly to ensure this item was delivered to you, despite being discontinued by its manufacturer shortly after the order was placed.
We would like this matter to be resolved quickly and professionally. Our team have outlined all options currently available to you, and look forward to hearing from you soon.
Kind regards,
Marsden Sneakers
Started of not well but ended perfect
Had a issue with the company which to be fair to them they got back to me and sorted it out giving me a date my product would arrive so fair play to them as they stuck to there word which makes my overall experience with them a lot better one woul. I have changed my opinion on them and this is a website i would use again and would recomend to others
August 9, 2024
Unprompted review
Reply from Marsden Sneakers
Hi Calvin,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience initially caused here. As mentioned, we experienced a short delay in receiving items from our supplier which led to a delay in dispatching your order.
However, your item has since been delivered on 13th July at 11:21 and we are truly happy to hear that you are satisfied with your order.
We would like to thank you for updating your review, and allowing us the time to resolve the situation.
Kind regards,
Marsden Sneakers
Item that they sent me was faulty and I…
Item that they sent me was faulty and I tried to return it- they asked me for photos of the fault I sent them but they didn’t accept it!
So I have got the faulty item now and paid a lot for it!
Don’t recommend marsden sneakers!!
July 10, 2024
Reply from Marsden Sneakers
Hi Adel,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here. However, upon review, it appears that the issue identified by yourself did not meet our requirements to warrant a refund being issued.
As mentioned, there was no sign of any defect during the item's authentication process. The shorts are certainly not faulty and remain fully fit for their intended purpose.
We hope that, should you choose to order with us again, that your experience will better reflect the high standards held at our company.
Kind regards,
Marsden Sneakers
STAY AWAY DONT BUY
STAY AWAY - Never received item I’ve been SCAMMED & left me with a £175 bill to pay to Klarna, the only way to resolve this is if they claim the funds back of Royal Mail - people this happened last Christmas and still I’ve heard nothing
November 15, 2023
Unprompted review
Reply from Marsden Sneakers
Hi Remi,
Thank you for taking the time to leave us another review.
We do apologise for the inconvenience caused here. However, we kindly ask that you stop continuously referencing our company as a scam – this is not the case.
We understand that you might be frustrated as a result of this situation. But, all the evidence that we have obtained indicates that the item was delivered; the Klarna dispute raised by yourself, as well as our Royal Mail case, were both decided in our favour.
Please know; we ensured to follow all the correct procedures following your claim to ensure that we could arrive at a fair resolution. Unfortunately, given the chargeback raised by yourself, there was nothing further we could do in this instance.
Kind regards,
Marsden Sneakers
Highest ratings to Marsden Sneakers!!
Highest ratings to Marsden Sneakers!!
The communication from start to finish has been outstanding.
I needed a gift urgently as I was leaving the country and they were updating me the entire way - it got to me extremely quickly and I couldn’t be more happy with the service.
Will purchase from here again and recommend to all.
July 11, 2024
Unprompted review
Reply from Marsden Sneakers
Hi there,
Thank you for taking the time to leave us a review.
We do hope that you enjoy your trainers and cannot wait to serve you again soon.
Kind regards,
Marsden Sneakers
Reliable!
Top lad - always on time with his service - reliable as ever.
April 10, 2024
Unprompted review
⭐️⭐️⭐️⭐️⭐️ Fantastic Experience With Marsden…
⭐️⭐️⭐️⭐️⭐️ Fantastic Experience With Marsden Sneakers
I recently purchase a pair of Jordan 4 Sb Pine Green. From start to finish, the process was seamless.
May 17, 2024
Unprompted review
Reply from Marsden Sneakers
Hi Harry,
Thank you for taking the time to leave us a review.
We do hope that you enjoy your trainers and cannot wait to serve you again soon.
Kind regards,
Marsden Sneakers
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