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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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Got the trainers in the end
Got the trainers in the end, but communication is really poor.
Multiple emails have to be sent to get a response.
December 10, 2023
Reply from Marsden Sneakers
Hi Ann,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here. However, due to the volume of orders placed over the Black Friday period, our team were extremely busy fulfilling orders which led to a short delay in response times.
Please be assured that customer service is at the forefront of our company and we will do anything to ensure your experience goes beyond expectations. We are very sorry that we fell short of our high standards with your order.
As mentioned, after we had some difficulty fulfilling the exact lines of the order, your trainers were delivered to you on the 13th December at 10:17. We do hope that you are satisfied with the item and the short delay did not cause you too much inconvenience.
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
Good - Some things to improve
Pros: The customer service was responsive and helpful when my parcel got stuck with Royal Mail. The Uggs I received look perfect and authentic.
Cons: There was a bit of a wait for my Uggs to be dispatched as they didn't have them in stock and had to source from multiple suppliers. It would be beneficial if they indicated this on the website, so customers are aware of the potential 1-2 week wait. Some people might not have enough time to accommodate the extended delivery timeframe.
Overall, I am happy with my experience :)
November 23, 2023
Reply from Marsden Sneakers
Hi Giorgia,
Thank you for taking the time to leave us a review.
We do apologise for the small inconvenience caused here. As you said, the reason for the short delay was limited stock availability meaning we had to fulfil your order with one of our suppliers.
Rest assured, we have taken your feedback on board and will begin to implement more transparent information on our store, in the instance where they may be a short wait with the dispatch of a product.
We hope that you are happy with your order. We look forward to serving you again in the near future.
Kind regards,
Marsden Sneakers
Still waiting on an exchange
Still waiting on an exchange. Lack of communication. A bit disappointed.
November 23, 2023
Reply from Marsden Sneakers
Hi Angela,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here. However, after reviewing the status of your exchange, we noticed that it has not even been 3 full days since your item was returned to us. As stated over email, it can take us upto 3 working days to fully process the dispatch of an exchange product.
You will be happy to hear that the exchange product has been dispatched today (Wednesday 6th December), which means that it should be delivered to you on Thursday 7th December. Please let us know when the replacement item has arrived, and that you are happy with the sizing.
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
Reply from Marsden Sneakers
Hi Vikki,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here. However, as we stated over email, we had to cancel your order due to limited stock availability. Unfortunately, the specific variant ordered was falsely marked as being in-stock on our store. A full refund was issued as soon as the order was canceled.
We completely appreciate your frustration in this instance, and understand how important it is to address these types of issues as efficiently as possible. Please know that we are working to refine our model so that these types of errors do not occur in the future.
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
Order cancelled
Order cancelled. No explanation given. Very disappointed- will not shop here again
November 10, 2023
Reply from Marsden Sneakers
Hi Beth,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here. However, as we stated over email, we had to cancel your order due to limited stock availability. Unfortunately, the specific variant ordered was falsely marked as being in-stock on our store.
We completely appreciate your frustration in this instance, and understand how important it is to address these types of issues as efficiently as possible. Please know that we are working to refine our model so that these types of errors do not occur in the future.
A full refund was issued as soon as the order was canceled, and we have also issued a discount code as a token of our apology. 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
Nike Dunks
LOVE LOVE My Nike Dunks. I will be ordering again from this company. delivery was quick and the packaging was good.
November 4, 2023
Unfortunately I bought a Nike Travis…
Unfortunately I bought a Nike Travis and it was not delivered. I am also trying to get my money back… with no sucesso..
November 1, 2023
Unprompted review
Reply from Marsden Sneakers
Hi Felipe,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here. However, as we stated over email, we have experienced some issues with your order that have resulted in a delay in the item(s) being dispatched.
We completely appreciate your frustration in this instance, and understand how important it is to address these types of issues as efficiently as possible. Please know that we are working hard to ensure these issues are rectified promptly, and the item(s) are delivered to you in a timely manner.
Now that your item(s) have been passed our verification checks, we have sent you an email with your new tracking information. You can expect delivery of the item(s) within 2 business days.
Kind regards,
Marsden Sneakers
No refund received on a £295 order.
No refund received on a £295 order.
No response from customer service.
November 9, 2023
Reply from Marsden Sneakers
Hi Kate,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here. However, we had to cancel your order due to limited stock availability at our location.
Please be assured that a full refund would have been issued as soon as the order was canceled. We have since checked the status of the PayPal transaction, and have seen that the refund has been successfully issued to your card.
Thank you for your patience with us on this matter. 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
Great service.Fast delivery.Good price…
Great service.Fast delivery.Good price for purchase
November 6, 2023
If there was 0 star I would have…
If there was 0 star I would have selected that.
I purchased a pair of trainers months and months ago in which I did not receive,
I have tried to be in contact with Marsden sneakers ever since and they have been ignoring me for months. I had some kind of communication at the start of the problem, but now I am not getting anything back from them. I have explained that I am not paying for something that I have not received emails have been sent every other day at one point and even for now and I’m still not getting any response from Marsden sneakers. This is very frustrating and infuriating me because the only form of contact Marsden sneakers is email address.
DO NOT BUY FROM THESE PEOPLE!
July 20, 2023
Reply from Marsden Sneakers
Hi Geordene,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here. However, as the tracking information shows the item to be delivered to your address, there is limited action we can take in this instance.
Please be assured that we have contacted Royal Mail to seek assistance on the status of this package as we understand how important it is that the item(s) are delivered to you.
We are sorry to hear that you feel you are being ignored. Please know that we are doing everything we can to get to the bottom of this matter. We truly value your business, and will ensure no stone is unturned in resolving this issue.
Thank you for your patience with us on this matter.
Kind regards,
Marsden Sneakers
Great service reliable and very quick…
Great service reliable and very quick with delivery
November 3, 2023
Defo recommend ordering!! Brilliant company 👏
I read the reviews before ordering and I was a little bit hesitant so decided to pay through Kalrna just incase. Know what... I highly recommend. I ordered the UGG lowmel and the service was perfect. The communication, the service was spot on. The product is amazing and I will defo be using again with Christmas round the corner. Thank you so much to the Marsden Team! One very happy customer
October 27, 2023
I had to “ fight” to get my refund
I had to “ fight” to get my refund, which is usually a standard thing for every retailer. Got the refund in the end though, but would not order again.
October 17, 2023
Reply from Marsden Sneakers
Hi Valeriia,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here. However, as we stated over email, we are currently only accepting returns in the form of exchange or store credit. Unfortunately, due to a recent influx in fraud returns, we have had to tighten our policy.
We completely appreciate your frustration in this instance, and understand how important it is to address these types of issues as efficiently as possible. Please know that we are committed to providing an excellent service to all customers, and will do whatever it takes to ensure your experience is of a high standard.
We are happy to hear that you have successfully received your refund, however. 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
Shoes Finally Arrived After Leaving Review Here
Order placed on 27th Sept. Was told order on its way on 2nd Oct with a Royal Mail tracking number. Royal Mail have said they’ve not received anything. No response from Marsden despite several emails. £225 spent and waiting for shoes to arrive. Don’t feel there is any other option except to leave a review here after no response to emails.
10 Nov: Saw the reply here so tried emailing customer services again. No update from the review they said they would do with Royal Mail and no response to my email.
27 Nov: Being asked to provide more details and if I don’t my review may be taken down. Positive news is that Marsden are now emailing me and responding to the questions. Now offering to send a replacement paid of shoes or refund. Have requested replacement shoes.
20 Dec: Shoes were finally delivered special delivery. I’ve moved the review from 1 star to 2 stars as it’s finally sorted. The reason given for not replying soo we was that my emails had gone into their spam. It’s a shame that it took a one star review on here for them to contact me.
September 27, 2023
Unprompted review
Reply from Marsden Sneakers
Hi Ben,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here. However, it appears that your order wasn't collected from the Royal Mail Delivery Office after the order was fulfilled.
We have now opened a formal case with Royal Mail to get a better understanding of where your parcel is. Our team will be in touch soon to provide you with an update.
Kind regards,
Marsden Sneakers
Good company delivered on time good…
Good company delivered on time good communication, had to exchange for bigger size went smooth,
October 20, 2023
Unprompted review
Ordered a pair of ugg slippers and they…
Ordered a pair of ugg slippers and they where unfortunately a little tight, emailed the company to ask to return as I wanted to reorder the next size up. Instead they advised sending back for an exchange which is great!
Emails back and forth with no issues at all, very friendly and helpful will definitely use this site again. Thank you :)
October 21, 2023
Unprompted review
Good service ce quick delivery
October 9, 2023
You cancelled my order because you said…
You cancelled my order because you said you didn’t have the trainers in stock, I still haven’t had my money back. Could you please let me know what is going on? How long does it take to get a refund after you cancel my order?
October 12, 2023
Reply from Marsden Sneakers
Hi Keith,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here. However, as we stated over email, we were unable to source this specific variant for you as it is yet to have a global release.
Regarding the status of your refund, this was processed the moment the order was cancelled, meaning it should have been reflected in your balance by now. Refunds can take between 1-3 days to be visible, depending on your bank or card provider.
Please be assured we will continue to refine our business model to prevent these sorts of issues happening in the future.
Kind regards,
Marsden Sneakers
Out of stock but took my money
Out of stock but took my money - need better stock control
October 2, 2023
Reply from Marsden Sneakers
Hi Susan,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused here, but please be assured we have not taken your money. You were issued a full refund immediately after we discovered the variant was not in stock at our facilities.
Please be assured we have taken your comments on board and will continue to improve our business model to prevent these types of issues from occurring again.
We hope that, should you choose to order again, that your next experience will better reflect the high-standards held at our company.
Kind regards,
Marsden Sneakers.
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