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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
See how their reviews and ratings are sourced, scored, and moderated.
Terrible customer service no response…
Terrible customer service no response to
Emails or Instagram.. haven’t received any update on order.. will be taking it further
October 2, 2023
Unprompted review
Reply from Marsden Sneakers
Hi Rebecca,
Thank you for taking the time to leave us a review.
Please accept our apologies for the lack of updates with your order. Customer service is at the forefront of our business, and we are committed to providing each customer with an excellent service. Unfortunately, due to a recent influx of orders, it is becoming increasingly harder to accommodate to everyone.
We have since checked your order status to see that the item(s) ordered were safely delivered on 10/10/2023. We hope you are satisfied with the items received and we can assure, should you choose to order again, that your next experience will better reflect the high-standards held at our company.
Kind regards,
Marsden Sneakers.
Really fast delivery from order and…
Really fast delivery from order and regular email updates
September 17, 2023
BEWARE!! DON’T PURCHASE
Wow!! I spent almost £300. Just need to exchange for a smaller size and have had no response whatsoever. Not a happy customer at all. At this point I will be making a complaint through my credit card company for a full return and refund. Horrible customer service. You’ll be better off purchasing elsewhere. Wish I would’ve read reviews before purchasing from this company.
September 18, 2023
Unprompted review
Reply from Marsden Sneakers
Hi Doylette,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused. However, we noticed your review was left prior to us being given the opportunity to resolve the issue at hand.
Typically we would ask customers to leave an honest review once the transaction is fully complete – in your case this would be once we had received the original pair and exchanged it for the correct size.
We have checked the status of your order and have seen that this exchange was successfully completed on 30/09/2023, when you took delivery of your replacement size. We hope that you are now satisfied with your order, and the fit of the sneakers.
We are deeply sorry for the 'horrible' experience you received when shopping at our store. We hope, should you choose to order again, that your next experience will better reflect the high-standards held at our company.
Kind regards,
Marsden Sneakers.
First time ordering from this company…
First time ordering from this company so was a little unsure. But I needn’t have worried. After some communication regarding the size I ordered, the delivery was very quick and trainers in perfect condition.
August 29, 2023
Very happy with the customer service…
Very happy with the customer service and purchase. Emailed them enquiring if they had the size I wanted in stock and if they could dispatch the next day so they would arrive in time for my daughters birthday, had a email back straight away saying they could dispatch next day to make sure they will arrive in time, which they did. Was provided with a tracking number. I was abit skeptical about ordering from here as haven't purchased from here before and some negative feedback, but it was defently a risk worth taking and I'm very happy with the purchase and very fast delivery.
Thankyou very much.
August 4, 2023
Unprompted review
Extremely unhappy customer
Damaged, scratched, dirty, peeled, seemingly WORN sneakers which were advertised as BRAND NEW!? Not acceptable considering I spent almost £300. Not a happy customer at all. Currently waiting to hear back from them regarding a RETURN & FULL REFUND.
August 3, 2023
Reply from Marsden Sneakers
Hi Arran,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused. However, we noticed your review was left prior to us being given the opportunity to resolve the issue at hand.
Typically we would ask customers to leave an honest review once the transaction is fully complete – in your case this would be once we had received the original pair and replaced it with a pair in an even better condition.
All items sold on Marsden Sneakers are authenticated and verified prior to dispatch, so your claim of the sneakers being 'damaged' and 'scratched' is quite unusual. What's more, from the photos you have provided, it appears that the only real issue here is some small inconsistencies with quality control on the midsole – something that is quite prominent on women's Dunks.
We are deeply sorry for the bad experience you received when shopping at our store. We hope, should you choose to order again, that your next experience will better reflect the high-standards held at our company.
Kind regards,
Marsden Sneakers.
Don’t use this company
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 managed to get our order cancelled and full refund.
I still can’t believe they didn’t reply to any of my emails, or even offer any apology for their total lack of communication or customer service.
You have been warned.
July 25, 2023
Reply from Marsden Sneakers
Hi Dean,
Thank you for taking the time to leave us a second review.
We do apologise for the inconvenience caused. However as we mentioned over email, the specific variant ordered by yourself was not available for immediate dispatch and needed additional time for handling and authentication, meaning it would take longer than usual to dispatch. As stated on our website, some items can be fulfilled by our specialist group of suppliers where demand exceeds supply.
As you stated in your review, your order was immediately cancelled and a full refund was issued when we came to the conclusion we would be unable to fulfil your order in a reasonable time frame. We would like to apologise for the inconvenience caused by this, particularly that your son went without a main birthday present.
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.
Stock issues
Ordered a hoodie and waited 3 weeks and heard nothing back despite sending 2 further emails for the item to not be in stock
July 24, 2023
Reply from Marsden Sneakers
Hi Jack,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused. However as stated in your review, the specific variant ordered by yourself was showing as in-stock on our website due to an error. You should not have been able to purchase this item in the first place.
We understand these situations can be frustrating, and we appreciate your patience throughout. You may have seen that we sent you an exclusive discount code via email to be used on our store, as a token of our appreciation and to further our apology for the error.
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.
Shocking customer service - don't buy from here.
We ordered a pair of trainers from this website - not the cheapest but thought we would push the boat out as there were for my son on his 18th birthday. We looked at the time it would take to be delivered and this was in the timeframe giving a couple of weeks and reading their website they claimed the following:
"All orders placed on Marsden Sneakers are processed within a 3-7 working day window. Please note, there are some instances where we work with our trusted team of suppliers to source and fulfil your order. In which case, we require additional handling time to fully authenticate and verify your item(s). Please allow 7 working days to receive your order before you contact us. More often than not, you will receive a shipping confirmation prior and your order will arrive ahead of this time."
Unfortunately from the date we ordered 1st July 2023 up until now 17th July 2023 - we still haven't heard anything whatsoever. I have also emailed them, 12th July 2023 - at the appropriate date - as they also mention "Please allow 7 working days to receive your order before you contact us" which we duly did.
We still haven't heard a thing, as there is only an email address to contact them with, no phone number, so we are now completely in the dark as to what is happening, and even if we will receive the trainers at all. I have emailed again (as thats all you can actually do) 17th July 2023 - but am not expecting a rely unfortunately.
Based on their shocking customer service, misleading delivery times and not bothering to even reply to an email, I would strongly recommend you don't order from this company. My son's 18th birthday is ruined because of this, really upset and horrified by all this.
July 1, 2023
Unprompted review
Reply from Marsden Sneakers
Hi Dean,
Thank you for taking the time to leave us a review, and for re-iterating our company policy.
We do apologise for the inconvenience caused. However as we mentioned over email, the specific variant ordered by yourself was not available for immediate dispatch and needed additional time for handling and authentication, meaning it would take longer than usual to dispatch. As stated on our website, some items can be fulfilled by our specialist group of suppliers where demand exceeds supply.
As you will be aware, your order was immediately cancelled and a full refund was issued when we came to the conclusion we would be unable to fulfil your order in a reasonable time frame. We would like to apologise for the inconvenience caused by this, and we completely accept responsibility for this error.
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.
Worst customer service ever
Worst customer service ever , I ordered a shoes 10 days ago , still I didn’t receive it to my address in UK , and no one replies on my msgs, emails
Are you sure guys it’s a real company not a crooks
July 14, 2023
Unprompted review
Reply from Marsden Sneakers
Hi Muhammed,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused. However as stated in our initial email to you, the variant ordered by yourself was not in stock for immediate dispatch, meaning it would take longer than usual to dispatch due to us needing additional time to handle and authenticate your item. As stated on our website, some items can be fulfilled by our specialist group of suppliers where demand exceeds supply.
We understand these situations can be frustrating, and we appreciate your patience throughout. You have since provided us with an alternative international address because you were leaving the UK. We are pleased to inform you that we have sent out your parcel with complimentary shipping, as a gesture of our appreciation. There will be no charges for the delivery of this package.
We hope that, should you choose to order again, that your next experience will better reflect the high-standards held at our company. Thank you for choosing to shop with us.
Kind regards,
Marsden Sneakers.
The only place that we’re able to…
The only place that we’re able to source the pair of kicks that I was after for months!! Thanks again will defo be back to purchase again.
May 29, 2023
Trainers stank of cigarettes and damp
The box the trainers arrived in smelt mouldy and disgusting. They’d obviously been stored in someone’s flat who smokes. The trainers likewise smelt like damp and old cigarettes. Given this I’ve got very little faith they are genuine and given the price I paid for them I won’t be trusting your website again.
May 16, 2023
Reply from Marsden Sneakers
Hi Naomi,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused. However, we can assure you that the trainers would have been thoroughly authenticated and verified prior to dispatch to prevent this type of issue from occurring.
Typically we would ask customers to contact us with any problems prior to leaving a service review. So, we are deeply disappointed you chose to leave a negative review, rather than reaching out to us first.
Of course, there is no way for us to fully verify your claim, but, we'd like to discuss the issue further with you over email. As mentioned, every item is rigorously checked before being dispatched to our customers. We pride ourselves on outstanding customer service and high quality products.
We are deeply sorry for the bad experience you received when shopping at our store. 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.
Ordered Sunday
Ordered Sunday, received Wednesday. Great customer service, packaged nicely, would highly recommend!
May 17, 2023
Unprompted review
Ordered a pair of trainers that are too…
Ordered a pair of trainers that are too big. No return portal, just normal emailing. Never seen anything like it! Finally got a response which was would you like to change for a smaller size. I replied no thank you as by this time I’ve already decided not a good place to shop, because the customer service is awful!
Still waiting for a response on how to return item. So frustrating absolutely awful company. They actually state that they only give you 14 days to return. So is this some type of scam so they don’t have to refund if it goes over the time? I will not walk away quietly as i don’t have £225 to waste!!!
March 20, 2023
Unprompted review
Reply from Marsden Sneakers
Hi Ree,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused. However, we noticed your review was left prior to any return being agreed.
Typically we would ask customers to leave an honest review once the transaction is fully complete – in your case this would be once we had accepted your return and processed your refund (which was done on 03/04/23).
We are deeply sorry for the bad experience you received when shopping at our store. We hope, should you choose to order again, that your next experience will better reflect the high-standards held at our company.
Kind regards,
Marsden Sneakers.
Will be back! 10/10
Ordered on a Tuesday and they arrived Wednesday morning! Packaged nicely and I love my new shoes, will be back!
February 2, 2023
Unprompted review
Item not received no communication from company
Placed order over 2 weeks ago, sent 5 emails to still no reply. Sent a direct message on Instagram again no reply.
Commented on their post as they still have time to post on their page but comment got removed put another comment on and got reply saying someone will be in touch since nothing. Why advert on your website express delivery if that is not the case. No customer service skills what so ever. Don't have time to response to real paying customers but have time to go on social media to advertise goods. How awful of a company!!!! Not professional at all.
January 10, 2023
Unprompted review
Reply from Marsden Sneakers
Hi there,
Thank you for taking the time to leave us a review.
We do apologise for the inconvenience caused. However the specific variant ordered by yourself took longer than usual to dispatch. As stated on our website, some items can be fulfilled by our specialist group of suppliers where demand exceeds supply.
We have since checked your order status to see that the item was delivered 07/02/23. We hope you are satisfied with the items received and we can assure, should you choose to order again, that your next experience will better reflect the high-standards held at our company.
Kind regards,
Marsden Sneakers.
Great service
Great service , great customer relations . I can highly recommend this company . They went the extra mile to insure i received my sons jordons on time.
December 19, 2022
Eventually had trainers 30th dec which…
Eventually had trainers 30th dec which were for Christmas 🤶. Marsden chased them as used dpd they were stuck in depot . They issued new pair used dhl instead
December 30, 2022
Reply from Marsden Sneakers
Hi Sharon,
Thank you for taking the time to leave us a review.
We do apologise for the small inconvenience caused with this order, particularly around the time of year the order was placed.
We will continue to refine our business model to prevent these sorts of issues happening in the future. We appreciate your patience throughout the whole process and hope you are happy with your order.
Kind regards,
Marsden Sneakers.
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