Russellandbromley Reviews 

Good quality shoes, price dictates more for special occasion use.
Baron, a slip-on model comes up big. Am usually an 11, 10 or 10.5 better.

Like other reviews on this website, I purchased a pair of boots from Russell and Bromley for £225. After wearing the boots, probably no more than six times, the sole on the right foot boot started to detach. The boots are clearly not of “satisfactory quality” and are “not fit for purpose” as set out in the Sale of Goods Act 1979. However, when my daughter took the boots into the Buchanan Street store in Glasgow the assistant advised my daughter that all that could be done is arrange for the boots to be returned for repair, astonishingly at my cost, despite the assistant being able to see there was virtually no wear and tear on the boots.

I’ve now raised a complaint and plan to raise a claim through the small claims court if my complaint re the quality of the boots is addressed satisfactorily ie replacement boots or a refund.

Extremely disappointing customer service.

I’ll update the post once I’ve received a proper response from Russell and Bromley. Who knows they may choose to do the right thing and change my mind on the Trust Pilot rating.

I've bought R&B shoes a few times and the quality is okay, but only okay. Their customer service, however, is off the scale ... in the wrong direction. The second you hand over payment, you're on your own. I had problems with an expensive pair of boots within a day of buying them. They couldn't have cared less; not just indifferent, but patronising and rude (Oxford St store). They've lost a customer in me and, I hope, in you.

I would give no starts if i could, R&B shoes are not fit for use. i paid £195 for a pair of work shoes that have lasted no more than 3 months. i only wear them in the office and not to and from work, however i wore them to a meeting and it was raining. no big problem you would think.... Wrong the shoes leaked and the leather turned white over night, the shoes cannot withstand a shower. i wrote to customer service who informed me the shoes were not waterproof and the leather would leak..... £195 for a pair of shoes that cannot be worm out of the house. come on this is not what you expect from an establishment like this, i will not return

Appalling level of customer service over all. First time I decided to buy a pair of Chelsea boots from R&B. I raised concerns about my left foot feeling a tad tight and I was reassured sarcastically that it would stretch and feel more comfortable in a very snobbish fashion. Then seemed very disappointed in me not purchasing the shoe care products! Nevertheless because I actually liked the boots I decided to buy them. First the first couple of days I wore them at home but I felt there was no way to really make the boots feel completely comfortable until I wore them out. So I wore them to work but by the time I came home I felt my left foot (in particular my toes) were in alot of discomfort and actually looked like they were temporarily disfigured. Not only that I now had a mark on my toes which hasn't left. I decided to take it back to the Brent Cross store where the manager agreed to send them back to headoffice to be checked after not being able to do anything from in store. I clearly explained what had happened and how it effected my feet and I didn't feel the sales rep at the central London store was experienced enough but was told by the manager very patronisingly that "we are all adults, we don't measure your feet. You wouldn't expect if you went to Gucci" To which I replied yes but when you spend £275 on a pair of shoes you expect a decent level of customer service. Plus I came to you as the shoe specialist not Gucci who sell arrange of different items 'shoes' being a very small part of their over all collection. Nevertheless I then received a letter from headoffice saying "the shoes were checked and there is no fault with the product and therefore we are unable to do any thing. We will send your shoes back to store for you to collect." This has left me speechless and just amazed at how uninterested the company is in customer service. I honestly cannot see how R&B can last on the high street with the attitude and mentality which seems to have plagued the entire organisation. So now I'm stuck with a pair of £275 boots I've only wore once! Never ever again. This organisation will not last unless they change their ways.

I have had many pairs of R and B shoes over the years substantially without complaint. More recently I bought a pair of flat work type shoes (apparently ludicrously named style is "Top-Class") with a synthetic sole and hard synthetic heel. The sole looked like it had been made to avoid slip but no. On one occasion in November when I wore them they slipped from under me and I fell, fracturing my wrist and damaging my hip (seen on MRI scan). First ever fracture in 53 years. I did not complain as accidents happen and largely avoided the shoes. However 3 days ago I wore trainer in to work then changed at work and stupidly wore them out to have lunch with my son. Again I fell and this time destroyed a new pair of black trousers and bruised my knees having literally sprawled across the Strand in pouring rain. Going back into work I nearly lost my footing three times.

Response from R and B customer services (3 different members of staff) amounts to - we have had no other complaints about these shoes therefore there is nothing wrong with them. ie until they accept there have been complaints there is no problem but there's a Catch 22 here. if you don't accept the first complaint there will never be one.

No matter - I learned the shoes are not sold as slip proof. Equally they are not sold as lethal in the wet/indoors only. I was also told unless the majority of customers have a problem there isn't a problem. The false sympathy and hopes I was better did nothing to placate me. Just another disgruntled customer who will also be bypassing R and B and heading to Todds or anywhere else that does not use such cheap soles and heels.

They offered to take them in so they could put some non slip stuff on the front of them. I was left wondering why they hadn't don't that in the first place.

How this company can claim their products are luxury and charge as such I have no idea. Absolutely awful quality - I would love to understand why R&B shoes so consistently fall to pieces after just a few wares. Don't be fooled by the price tag - I think design + price tag is the only reason they manage to fake their way into the top end of the retail market. Disappointing and I need to learn my lesson.

Poor service and quality.

Paid £250 for a pair of shoes which needed re heeling extremely quickly. Then after a year leather on both shoes had split, when I took them back their service centre told me I had not taken sufficient care of them.

I only wear them to work!! What a joke. Wouldn’t buy from them again.

Couldn’t agree more with the reviews about customer service and quality of product. My heels were shredded but the company refused to believe there was a problem - formulaic fobbing off. The customer is always wrong!

I will NEVER shop here again. Poor products at exorbitant prices.

The customer service at Brent x R&B is consistently the worst ever. Despite being a regular customer there, more often than not when I go there to make a purchase, I get the worst service I can possibly imagine.
This time round was the worst, I walked in; no acknowlegement; 2 'customer' services people walked past me while I tried on numerous pairs of boots and shoes -still no acknowlegement or offer of help. They huddled together to have a chat for a good few minutes- I evetually heard them offering help to others who came in after me.

I then had to ask for help during which the service I was receiving was interrupted by a male friend of the 'assistant' who was 'helping me. Priority was given to the male friend who was able to try, get advise and make his purchase within 15mins of being in the store.

I was left having to continuously ask for the other half of the shoes I was trying and received no support or advise until after the friend's service was completed.

Whilst I did make purchases of almost £500, I've decided that I will be making returns. When I remember that the 'assistant' tried to upsell and make half hearted suggestions AFTER she had served her friend,whilst the others just hung around like a bad smell,I feel insuted.

I hope the Head of Customer services reads these reviews and actually does something about the service at Brent x because it is an age old problem which has not improved over the years!

I bought some R&B loafers for work in Aug 2019, they were comfortable but 2 months later after mild use the right shoe fell apart. The leather separated from the sole.
Store exchanged them with a pair they claimed were they same but were defective again. After one hours use they damaged my feet so badly one of the blistering required medical care.
Russel and Bromley claimed there was nothing wrong the shoes and refused to do anything, the first pair did nothing of the sort- I had them for eight weeks.

I have been a customer for several years but have noticed a marked deterioration in quality both in product as well as service over the years.

R&B are no longer a luxury shoe brand. Save yourself some time,money and pain and go somewhere else. For work shoes I now go to Loakes, far superior in service and quality.

I want to give a big shout out to Justine at the Oxford Street/ Rathbone Place branch of Russell & Bromley. I walked into the store this afternoon with a pair of boots I bought three weeks ago and only worn twice, as the tip of one heel had come off. The nearest cobbler was off sick and our office Christmas party is tonight so I needed them fixed instantly. She checked in the store room, saw they had my size, and replaced the boots without question. She gets five stars from me. Excellent customer service!

I decided to treat myself to a nice pair of shoes for my wedding day. Opened them up a week beforehand and they'd clearly been worn previously. Not wanting to wear a pricey pair of second hand shoes on my wedding day I attempted to exchange them and was told I was unable to as they had been worn and could not be resold.

Despite my protestations that the shoes having previously been worn was exactly the issue I was raising and that they had no issue reselling them the first time around they refused to honour the exchange.

I ultimately wore the tainted shoes I'd become burdened with on my wedding day and the following day they, amazingly, looked even more scuffed than when I'd first bought them indicating that the shoes were of terrible quality.

My advice to any potential consumers: Shop literally anywhere else. Buy fine china to wear on your feet instead as it will last longer. But if every other shop on the planet ceases to exist and you are forced to shop at Russell Bromley, ensure that you check your shoes thoroughly before paying for them.

We sat waiting to be helped for 5 minutes in the Regent Street store today while 3 assistants chatted at the counter. We walked out in disgust never to return. We were about to purchase a £345 pair of boots .

Many shoe retailers including R&B do not supply half sizes for men and since my shoe size is 7½ finding comfortable shoes can prove difficult at times. At the Covent Garden store a young salesman Liam was quietly confident he could help me find my perfect shoes and with courtesy and diligence he made several trips to the storeroom showing me a range of styles and sizes over a twenty minute period. Nothing was too much trouble for this gentleman and there was no hint of "pressure selling" or impatience from Liam considering the number of shoes I had rejected. Finally as promised Liam found my perfect shoes which I was delighted with but before I paid I asked if he could offer me a free tin of polish to seal the deal. (This is standard practice in the States). He spoke to his manageress and moments later she approached me and warmly agreed to my request. By this small gesture she not only guaranteed repeat business from me in the future but demonstrated the exemplary service I had received from Liam was not isolated but consistent with all members of staff. Thankyou Liam and manageress Lindsay (?)

Expensive shoes at poor quality... after wearing boots sporadically for less than one year the sole separated from the upper and the stitching disintegrated.

Worse quality than a lot of cheap synthetic shoes I’ve owned, at a very high price.
Have sent them to customer service for “consideration” but will only get a reply by regular post (not email or phone...)

If I could rate Russell and Bromley zero I would. I have worn a pair of £165 sneakers no more than a dozen times. The flatform sole completely split on two. All I could. Get, back from them was £19 as they were last years style and I didn't nt have a proof of purchase. Give they only sell their own brand this seems academic. One more customer lost. In the current climate I'd expect all retailers to be desperate to maintain a loyal customer base. Over priced. Avoid at all costs.

I can't express how happy I am with the customer service at Russell and Bromley, Marble Arch (484/486 Oxford St, Marylebone, London W1C 1NA). I believe the lady who helped me behind the counter is named, Jessie?

After 12 months, the stitching started to come undone around the leather that connects to the base of my boots ( Only Dry knee-high boot by Aquatalia £365). I took the boots along with the original box & receipt from October 2018, spoke with a couple of lovely ladies and they immediately got me a new pair from out the back. It was obvious that I had taken very good care of my boots to date and I do think it makes a difference when they can see the condition. It was a straightforward and easy exchange.

This was the best customer service I have ever had from a retailer. Thank you, Russell and Bromley!

I bought a pair of Detonator shoes for my son at a cost of 74 GBP. After only three weeks wear both soles had started to come off. Very poor quality shoes.

My husband has size 12 narrow feet and as we passed a R & B shop I suggested he bought a pair of shoes that really fitted. We went in and were offered a number of pairs of shoes and chose a pair. He is an arthritic 81 so doesn't do much galloping over rocky scree or rock climbing but the leather on the uppers looked very badly worn after a 8 months but there was no noticeable wear on the sole. I took them back to the branch and was treated to the supercilious sneer noted by other complainants. We subsequently had a letter back saying that the wear was entirely my husbands fault as he had not taken sufficient care of them. We will be heading for a cheaper store in future. We are considering Trading Standards and the Small Claims Court.