Russellandbromley Reviews 

I bought a pair of Dartmoor moccasin a day ago and after 1h of ware the sole leather started to peel off and the tip of the shoes looked scraped and like I had it for quite a while. I called to raise this and was dismissed and told that it’s normal. First and last purchase from them and would like a full refund.

I bought nude cork heeled sandals but the heel came apart from the sole after only three wears. Rubbish quality, far cheaper shoes have held together much better.

Gift card issue. Ordered digital card for 200 on 20th Feb. Had to phone customer service to place order since cards wouldn’t work. Finally ordered. Had to return, still waiting for credit on the gift cards over 3 months later. Tried to resolve in store, more confusion. 200£ owed and absolute incompetence.
I have been a loyal customer for years.

Really poor!!!

Paid £235 for a pair of shoes yet they couldn’t even deliver them to my door!!
I won’t be buying anything from them again and strongly recommend that you avoid these, their customer service is absolutely crap!!
No apology, no offer to make good, just didn’t give a toss

I have 4 pairs of boots from R&B , suede , black leather, brown leather, and waxed leather. I have had all of them for 25-30 years , and apart from the occasional re-heal or re-sole , they are all like new .
Every time I wear them, people always comment about how good they look and stylish .

However reading a lot of the reviews and visiting the shop recently I can see that what’s happened is symptomatic of everything that’s going wrong in this country.

They are not making the product in the same way as the ones that I bought 30 years ago they charging more money and compromising on quality and finish and customer service. Shame on you for selling out . So many companies are doing the same .

What a shame. My shoes are excellent but 30 years old

I bought a pair of R&B laceless platform trainers 3 months ago and they are so uncomfortable. My heels have been badly blistered every time I wear them and although the shoes look comfortable they are so inflexible which does not make them kind to the feet. Really not worth the £189 paid and will not shop there again

I recently purchased a pair of Birch shoes from Russell & Bromley, expecting premium quality. However, after just one wear, the leather developed visible ripples, dents, and marks—something I’ve never experienced with other high-end brands.

When I reached out to customer service, they dismissed my concerns, claiming this was “wear-related” and not a fault in the product. Their only solution was a chargeable repair service with no guarantee of improvement. This level of quality and service is unacceptable for a brand with such a reputation.

Extremely disappointed with both the product and the aftercare. If you’re looking for long-lasting, well-made shoes, I would advise looking elsewhere.

Staff are amazing and so helpful.

Ordered a pair of boots in the sale and the sole started to fall off after two short wears. Sent them back and was told that they shouldn't be worn in the rain. For a winter boot sold in the UK, that is useless and no shop assistant mentioned this on purchase. They offered me a gift card to buy a different pair as the boots were unusable which I used to purchase some trainers. The trainers arrived with loose threads inside and feel really cheap to wear, basically no padding inside. Customer service no help. Never shopping here again, an awful experience for supposedly "luxury" brand

I bought a pair of leather ALDWYCH boots £245. Just wear it for a night and they bend . I took it to the shops and after the review from * scientists* leather specialist have been told that nothing fault or wrong with the shoes but they ofer me for free pair of socks to help the situation which I refused sarcastically. Guys the Russell and bromley are not on same quality like before Me and my wife spent lots of money on Russell and bromley trainers. But after that never again.

Not impressed at all with this company. I saw some sale shoes but my size weren't available so I gave my email as asked. A few days later I received an email telling me my size was back in stock so I ordered and waited, four days past and I received another email telling me there'd been an error and that I won't be getting the shoes! So I went back on the site and gave my email again for the same thing to happen,that my size was back in stock! So I ordered yet again, waited, to then, yet again be told that there'd been an error and that i won't be receiving them for a second time, which I think is absolute shit management! So i've been left disappointed and I doubt I will ever buy from this company again due to me being let down twice! I've blocked them on facebook so that I don't see anymore adverts from them.

I purchased an expensive pair of Chelsea boots on the basis they can be resoled - the resole itself was £80.00 and after the first time wearing them after the resole the whole upper is coming away from the sole.
I would have been better not having them resoled and saving 80.00 - I feel totally robbed

Lauren, the assistant at the Leeds Store in Victoria Gate was very helpful and knowledgeable. She was so accommodating and brought multiple different types of sole width and sizes for me to try to ensure the fit was perfect.
I mentioned that the shoe felt tight and was assured that the leather will stretch and to wear them around the house to ensure I am comfortable with them as I could return if they didn’t feel right after a few days.
I queried about after care for the shoe and was advised I can bring them in store for a protective layer to be put on and to moisturise the soft leather regularly with a leather cream.
They were accommodating and advised if there’s any damages to the shoe, these can be returned to store for repair.
Great customer service all round.

I took my two year old Combat boots in to be reheeled as the rubber wore down quickly, they were returned in a terrible state and looked nothing like the boots I took in. I waited around two months to pick them up, they had to source a sole, then took weeks to repair, to have them returned looking like 20+ year old boots. They were creased and damaged during the process. Very disappointed having spent £275 on them.

Cannot see that boots were delivered. Customer Experience team together with the courier company conducted an investigation which has not been of any assistance to me. Hugely disappointing and frustrating. Will return to Jones for future purchases.

I paid £250 for a pair of shoes that were not delivered. I then approached the company who investigated the situation. They said that due to the booth being dispatched they were unable to help so I’ve been left with an empty box in Exchange of £250. It has been the most disappointing and frustrating customer services I’ve ever had to deal with. As a frequent customer, I will no longer buy my shoes from this company.

I ordered some boots which unfortunately will have to go back as they’re too big. The delivery and service and ordering experience was however fantastic. No issues.

The staff went out of their way to fit and refit my belt. It was custom cut on site very nice very friendly

This company is breaking the Cookie policy law, by not giving online shoppers the option of rejecting all but essential cookies Cookie

I’m sick of R&B advertising their shoes with 60% off and then when you follow link they not only are out of your size but are out of ALL sizes! Tempting people to click on link without a product to sell. Enticement.