Doesn't deserve one star but can't leave a review otherwise. Very poor service.Ordered shoes and paid with card.No indication that it had been successful and no order confirmation email so tried again... See more
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Excellent customer service. Ordered Birkenstocks, arrived very quickly. Too small so returned and received refund within 24 hours. Received emails throughout process. Will purchase from them again.
I love the variety of sizes and clothes. They have a good size range and I like the tips that are given for the sizing of the shoes as this often saves a lot of to and froing. Furthermore, the quality... See more
Absolutely without a shadow of a doubt the very worst company ever to try and get a refund of when the evidence is clear as day you did not receive the parcel,.video evidence, plus confirmation from t... See more
Company replied
Company details
Written by the company
Footwear, clothes, bags and accessories... More than 1,500 brands and 100,000 styles, free delivery, free returns. Birkenstock, Nike, Converse, Dr Martens, Fitflop, Crocs...
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3.4
Average
4K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 month
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⛔️ the worst costumer services
⛔️ I received my order. Shocking!!! UPS charged me £ 45 because is shipped from France I didn't know that however the extra delivery charge should be applied on total of the order not on website or any other paragraph. 1000 of orders coming from abroad no one duble charge on shipping clothes shoes or small things. I ordered just shoes from this 🇬🇧 UK site . So on my order said delivery ups 4.98 and then on delivery the Ups guy asked £ 45 PAID and if you need return other £ 45. Crazy ⚠️Everyone have this problem have to report this site.Ombudsman Google or wherever. NEVER AGAIN. ⛔️
April 5, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello,
Thank you for sharing your shopping experience with Spartoo. I apologise for any inconvenience caused.
I understand that you had to pay Customs fees to UPS before the delivery because your parcel was coming from our warehouse in France.
Spartoo.co.uk uses two warehouses, one in the UK and one in France.
There is the following message at the checkout to warn you about these fees: "Please note: from 1 January 2021, all orders dispatched from our warehouse in France above £135 in value will be subject to import VAT at delivery."
The information regarding customs fees is also indicated in multiple sections on our website, including our Terms and Conditions, as well as our FAQ Delivery page.
Please understand, these import fees are imposed and enforced by the British government. As a company, we do not have any say in it, nor can we estimate how much they will be.
I do apologise if you missed the message at checkout and that you are unhappy with our services.
Kind regards,
Spartoo Team
I will never order from them again.
I will never order from them again.
A shame I had to pay £28 in customs fees for the UPS driver to give me my parcel.
I wrote to customer service who told me that there was a sentence stating that customs charges may apply to items.
Except that at no time does it specify that my article is concerned by this tax since it is not clearly written « attention your article will be sent to you from France. »
As far as I'm concerned, I buy on Spartoo uk and receive a product shipped from the UK.
What a shame!
February 27, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello,
Thank you for sharing your shopping experience with Spartoo. I apologise for any inconvenience caused.
If I understand your comment correctly, you had to pay Customs fees to UPS before delivery because your parcel was coming from our warehouse in France.
Spartoo.co.uk uses two warehouses, one in the UK and one in France.
There is indeed the following message at the checkout to warn you about these fees: "Please note: from 1 January 2021, all orders dispatched from our warehouse in France above £135 in value will be subject to import VAT at delivery."
I understand that this does not clearly say your order is coming from France but as said in our correspondence with you, the message only appears if your order is above £135 and coming from our warehouse in France.
The information regarding customs fees is also indicated in multiple sections on our website, including our Terms and Conditions, as well as our FAQ Delivery page.
Please understand, these import fees are imposed and enforced by the British government. As a company, we do not have any say in it, nor can we estimate how much they will be.
I do apologise if you missed the message at checkout and that you are unhappy with our services.
Kind regards,
Spartoo Team
Great service
Great service, great prices and came in time for my wife's birthday. Will definitely be using yous again in the future
February 16, 2024
Unprompted review
A five-star review should honestly…
A five-star review should honestly reflect the reviewer's experience with the product or service. It should highlight the reviewer's positive experiences and satisfaction with the product or service quality. Additionally, a five-star review should be free of grammar and spelling errors and concise.
February 19, 2023
Unprompted review
Brilliant customer service and product
It’s my first time purchase from Spartoo website, although its UK reviews isn’t really high, I feel my shopping experience at Spartoo is very positive. The day I ordered my boots from an Italian brand, I sent an email to the customer team and they replied me really fast and send out the product within 3 days. I actually received my boots within just a week and its quality exceeds my expectations, it looks so fine and high quality! Overall, I am super happy and satisfied with my shopping experience at Spartoo. Thanks a lot for the customer service team/ manager. Fast, kind and efficient!
February 6, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello!
Thank you so much for your kind words, and I am happy to hear that you have enjoyed shopping with us.
Your review is very much appreciated!
Kind regards from all of us at Spartoo
No problems at all, very helpful and will use again
ordered 3 tee shirts XL very pleased with quality but would recommend going up one size as a bit tight. I was notified regular with updates and they were delivered before due date with no additional charges. will defo use again thank you
January 29, 2024
Unprompted review
My order arrived quickly and undamaged…
My order arrived quickly and undamaged I was so excited when I went to try on my new boots. Sadly both pairs were way too big. So I've sent them back and asked for smaller size. Hoping they arrive soon!
January 23, 2024
Unprompted review
Very impressed
Never used Spartoo before so wasn't sure what to expect but I have been very impressed with the speed of their deliveries, ease of exchange and great notification/communication of my orders.
January 18, 2024
Unprompted review
BEWARE WHEN RETURNING GOODS
**BEWARE WHEN RETURNING GOODS**
I had a very disappointing experience with Spartoo in December 2023 and ended up sending my wife’s Christmas present back. (You’ll see I’ve already left a review on this).
I returned my purchase (that had come from France) to the advised delivery address, but the address to send to was in the UK and HERE’S THE KEY PART: As a result of this, the £40 I had to pay to UK Customs has now gone and I won’t get it back, despite returning my purchase.
So, to conclude: no boots for my wife for Christmas, plus I’m at a loss of £40 for all my troubles.
I emailed Adriana about this but had no reply. I deeply regret purchasing from Spartoo now!!
Reading others’ reviews and Spartoo’s responses, it appears through their wording that they helped these customers with refunds for the charge; not me though.
AVOID SPARTOO AND TELL EVERYBODY TO DO THE SAME!
January 16, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello,
Thank you for sharing your shopping experience with Spartoo. I apologise for any inconvenience caused.
If I understand your comment right, you received Customs fees on your parcel that you have ordered on our website. You returned that parcel but the fees of £40 were not refunded.
Unfortunately, we can’t refund customs fees as they are paid with UPS and not with us. You can try to contact UPS with the invoice of the customs fees and ask for a refund.
I apologise that you had trouble contacting us. You can contact our team at adriana@spartoo.co.uk or by phone at 02033 182709.
Kind regards,
Spartoo Team
Misleading information
I was shocked when UPS presented a £44+ invoice (import duty/tax + shipping charge). I didn't know I was ordering from outside the UK when their address in the website is in the UK?! I thought I bought a 'bargain' but instead I paid more than the actual price of the shoes here in the UK...Never again!
December 29, 2023
Unprompted review
Reply from Spartoo.co.uk
Hello,
I am sorry that you were unaware about the import tax when you made your purchase.
The information regarding customs fees is indicated in multiple sections on our website, including our Terms and Conditions, as well as our FAQ Delivery page. Most importantly, you can find the information on the payment page when you place your order underneath the green button "Confirm Order." The text reads: "Please note: from 1 January 2021, all orders dispatched from our warehouse in France above £135 in value will be subject to import VAT at delivery."
Please understand, these import fees are imposed and enforced by the British government. As a company, we do not have any say in it, nor can we estimate how much they will be.
I do apologise if you missed the message at checkout and that you are unhappy with our services. If you need not want to pay the import charges, then it is possible to refuse the parcel and UPS will send it back to us.
You can contact our team for further information about this process at adriana@spartoo.net or by phone at 001 646 893 0173.
Spartoo customer service team.
Extremely worrisome that my…
Extremely worrisome that my identification card and utility bill were requested. I've never had a commerce site request this information. Please don't hand over your sensitive information that can be used to appropriate your identity. You have no way of knowing how well the company is protecting it once they receive it.
December 30, 2023
Unprompted review
Reply from Spartoo.co.uk
Hello,
Thank you for sharing your shopping experience with Spartoo. I apologise for any inconvenience caused.
Spartoo makes random checks on orders that have been placed on our website. These verifications help protect us against abusive practices and frauds, and they only aim to protect our customers as well as ourselves. If ever an order gets placed into validation, we are obliged to check and make sure that the person is, in fact, in possession of the payment card and that their details have not been stolen.
We are half French, half British, and in France this type of verification procedure is much more common than in many other countries.
Please know that this verification is in accordance with the terms and conditions that you have accepted when you confirmed your order ("Our services may be required to ask for you for additional information in order to verify and clear your order."). For more information, you can read our terms and conditions here: http://www.spartoo.co.uk/terms-and-conditions.php
I am fully aware of the tiresome nature of this request and I understand that you are uncomfortable sharing these documents. However, the safest way to complete the validation process is to send these documents to a secure area in your customer account and not via email.
Also, once we receive the documents and validate the order, you can send us an email to request the removal of your documents from our system.
You can contact our team at adriana@spartoo.net or by phone at 001 646 893 0173.
Kind regards,
Spartoo Team
Beware Extra Fees and Delayed Deliveries
Spartoo promises a lot with all its promotions and discounts but falls short after they take your money. Firstly you have to go digging to discover that after accepting the initial cost you must pay an import cost as Spartoo is not based in UK and seems to ship widely from France. I was told I would receive the item within 5 working days but it will instead 2 weeks. If I had known this there would have been no point buying it from this site and I would recommend others wait for restocks elsewhere. Getting £10 off to be charged £40 later makes no sense, especially when you already pay for delivery. In addition, it seems no promotion works without an account, and in addition, the account made with your google account wouldn't work, so I had to now give my details elsewhere again. Needless to say, this has turned from a miracle site to a nightmare of things being cagey.
December 23, 2023
Unprompted review
Reply from Spartoo.co.uk
Hello,
I am sorry that you feel we are not up front with our information.
The information regarding customs fees is indicated in multiple sections on our website, including our Terms and Conditions, as well as our FAQ Delivery page. Most importantly, you can find the information on the payment page when you place your order underneath the green button "Confirm Order." The text reads: "Please note: from 1 January 2021, all orders dispatched from our warehouse in France above £135 in value will be subject to import VAT at delivery."
Please understand, these import fees are imposed and enforced by the British government. As a company, we do not have any say in it, nor can we estimate how much they will be.
I do apologise if you missed the message at checkout and that you are unhappy with our services.
In order to make a purchase on Spartoo, you do need to make an account. We follow GDPR regulations strictly and if you wish to have your account deleted then you can do this in the "my account" section of the website when you are logged in.
Spartoo customer service team
Super fast shipping and great…
Super fast shipping and great communication, was a bit scared because of other reviews but absolutely no problem with my order. I got some boots with an amazing price and they’re the real deal!! Super recommend!
December 16, 2023
Unprompted review
Beware of Additional Cash on Delivery Charge for UK Customers
Beware the additional cash on delivery charge applied to your order but not shown on your invoice. In my case this was £51.45 making my wife’s Dr Martens the most expensive I’ve ever seen. The charge is noted in the sellers terms and conditions but way down near the end and are not quantified. BE VERY WARY OF THIS SELLER!!
December 12, 2023
Unprompted review
Reply from Spartoo.co.uk
Hello Angus,
We are very sorry to hear that you are unhappy with your experience with our company. Your feedback is important to us, and we take all of our customers' concerns very seriously. We would like to assure you that we are doing everything we can to improve our services and customer satisfaction.
It is important to note that our company operates both from our warehouses in Peterborough, UK and from France, and as written under Terms and Conditions § 9 and FAQ you can tell where your item is coming from based on which courier service is being offered when you proceed to the payment page.
The information regarding customs fees is indicated in multiple sections on our website, including our Terms and Conditions, as well as our FAQ Delivery page. Most importantly, you can find the information on the payment page when you place your order underneath the green button "Confirm Order." The text reads: "Please note: from 1 January 2021, all orders dispatched from our warehouse in France above £135 in value will be subject to import VAT at delivery."
I'm sorry if you have overlooked this when placing your order. Please understand, these import fees are imposed and enforced by the British government. As a company, we do not have any say in it, nor can we estimate how much they will be.
I apologize that this information has not been clear to you. I would kindly ask you to send us a mail with your order number, so that we can make sure that you are reimbursed as soon as possible.
Please contact our team at adriana@spartoo.co.uk or by phone at 02033 182709, and we can contact UPS to correct this situation.
Adriana with Spartoo Customer Service
Good price fast delivery
December 6, 2023
Unprompted review
Well I read all the reviews about all…
Well I read all the reviews about all the problems with import duty etc. so I decided to ring them, I asked several times about paying duty and each time I was told they’d be no duty to pay So like a fool I ordered my boots. The email came with the out for delivery 😊. Then it changed to payment required 😳 £44. To pay. So I rang again The usual apologies I asked to speak to the manager, but apparently they don’t speak to anyone.
WHAT A JOKE !!!!
They have agreed to recall the parcel and refund my money. What a waste of time for everyone. Also don’t get anything from SPARTOO either the same shambolic company under another name.
No stars should be an option.
December 1, 2023
Unprompted review
Reply from Spartoo.co.uk
Hello Rosemary,
The information regarding customs fees is indicated in multiple sections on our website, including our Terms and Conditions, as well as our FAQ Delivery page. Most importantly, you can find the information on the payment page when you place your order underneath the green button "Confirm Order." The text reads: "Please note: from 1 January 2021, all orders dispatched from our warehouse in France above £135 in value will be subject to import VAT at delivery."
As a company, Spartoo does not have any say in it, nor can we estimate how much they will be. This is why we recommend you use Rubbersole instead. We did warn you about this when you called.
As for requesting to speak to a manager, there is nothing more they could have done for you then what our representative already did.
I apologise that you are unhappy with your order with us.
Spartoo Team.
Unexpected £60 delivery fee
I can’t get my order which I’ve paid £200 for until I pay £60 cash to UPS for delivery
Absolutely disgusting this is fraud
No mention of a huge delivery fee
No way would I have ordered from this website
November 29, 2023
Unprompted review
Reply from Spartoo.co.uk
Hello,
Thank you for sharing your shopping experience with Spartoo. I apologise for any inconvenience caused.
The information regarding customs fees is indicated in multiple sections on our website, including our Terms and Conditions, as well as our FAQ Delivery page. Most importantly, you can find the information on the payment page when you place your order underneath the green button "Confirm Order." The text reads: "Please note: from 1 January 2021, all orders dispatched from our warehouse in France above £135 in value will be subject to import VAT at delivery."
Please understand, these import fees are imposed and enforced by the British government. As a company, we do not have any say in it, nor can we estimate how much they will be, but we do know the conditions and that is a value of £135.
Please contact our team at adriana@spartoo.co.uk or by phone at 02033 182709, and we can discuss your options.
Kind regards,
Spartoo Team
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