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...
Contact info
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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BUYERS BEWARE HIDDEN IMPORT CHARGES - BUY CHEAPER FROM UK BASED COMPANIES
As per previous reviews I have also been hit with a £41 import charge from UPS making these the most expensive Dr Martens I have ever seen anywhere. My anger is that I actually queried the £4.95 delivery charge with Customer Service and They didn't mention to me that I should expect to pay a further £40+, if I had known I would have purchased elsewhere for a much cheaper price. Only after the event did I see the small print but even then it did not specify the expected high charge which added over 25% to my order. Would definiteley not recommend.
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 for more information.
Kind regards,
Spartoo Team
Excellent
I ordered a pair of boots last week, and I was amazed at how quickly it arrived. The packaging was secure, ensuring the item was undamaged. The customer service was exceptional, as they kept me updated throughout the entire process.
November 19, 2023
Unprompted review
no dramas with my order
no dramas with my order. everything normal nice pair of boots cheaper that all the other high street stores
November 28, 2023
Unprompted review
All good
Whatever the problem was. Solved by their kind HR team.
Kind regards
November 28, 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
Not a fake review!!
Not a fake review!!!
I swear I never write reviews but felt the need to write this one. I came across the Spartoo website whilst looking for a specific jacket as a Christmas present. I was a little worried because the prices were too good to be true but I was proven wrong!
Item arrived so quickly and soooo much cheaper than anywhere else I had seen it. Very pleased! Would recommend!
November 16, 2023
Unprompted review
Had to pay an additional £45.00 to UPS on delivery …
I ordered trainers from spartoo paid shipping cost with my order. and when they arrived I had to pay £45 to UPS before they would give them to me. Tried contacting spartoo but with no response from them.
October 25, 2023
Unprompted review
Reply from Spartoo.co.uk
Hello,
I apologise that you had trouble contacting us. You can contact us at adriana@saprtoo.co.uk or give us a call at 02033 182709
I can assume that your parcel has come from our warehouse in France and is above £135 in total value and that is why UPS is asked for further payment of Customs Duty.
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.
Please contact us and we can provide you with aide on how to handle this order.
Have a lovely day!
An easy-to-use website
An easy-to-use website. Simple to order and reasonably priced.
November 4, 2023
Unprompted review
Excellent Experience
I was concerened with some of the discussions on import fees. I had nothing like that. Item arrived in good time and was a great price. I would defnitely recommend
November 2, 2023
Unprompted review
Trying to unsubscribe from all…
Trying to unsubscribe from all newsletters , sms & email communications but when I click on confirm nothing happens ! Tried to call customer services but that says to call back during the hours stated on the website (monday - friday -8:00am - 4:00pm) - it’s now 10:00am !!!
October 30, 2023
Unprompted review
Reply from Spartoo.co.uk
I apologise that you have had trouble unsubscribing and contacting us.
Please contact our team at adriana@spartoo.co.uk or by phone at 02033 182709, and we can unsubscribe your email address from our newsletters.
Just been charged £80.54 by UPS to…
Just been charged £80.54 by UPS to delivery my parcel even though I paid for delivery as part of the order. I was not made aware of these charges otherwise I wouldn’t have ordered the item. Do not use this company.
UPDATE - I have sent the details on email to the address given and it’s been nearly a week now and no reply ! Worst company I’ve ever dealt with. Will be reporting this to trading standards.
October 27, 2023
Unprompted review
Reply from Spartoo.co.uk
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.
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.
The Abosulte Worst!!
Got a response from Spartoo....so obviously they don't actually READ the review, because I said I tried to upload my personal info and their site has no link to actually upload anything. It just says "no documents have been uploaded." So this bad behavior actually continues. You can imagine how frustrating it would be to deal with them. Is it just AI, or computerized response and they don't actually read their emails, no real people read the customers queries?
Spartoo wants you to upload a photo of your credit card and a copy of your drivers license. I actually tried to upload, they send you a link which does not work! You respond to their email asking for help and they say open up a "query" with a special code...which does NOT work. They make it absolutely Impossible to order anything. I tried a couple of years ago, and same thing. I thought they would have improved. But no. I give up. I won't every click on an ad from Spartoo. I honestly don't know how they sell anything. They make it impossible to complete a purchase. Save yourself the frustration and order anywhere else but from these people!
If I could give minus zero stars I would (10/26/23)
October 22, 2023
Unprompted review
Reply from Spartoo.co.uk
Hello Annette,
Edit : As I also stated in the email to you. I have read your review and your email. I sent you the instructions of the uploading of documents so that you could troubleshoot the issue. You must make sure the documents are in the proper format, which was included in my previous reply.
Your order has now been refunded since the 25th of October.
It sounds like your order attempts fell into our automatic validation system. This is a simple and quick procedure that aims to protect both our clients from fraudulent use of their payment details and delivery addresses. While your customer account is in validation, your order will be held until the process is completed.
In order to pass this validation procedure, we require that you provide some extra information. If you have paid by credit or debit card, we would kindly ask that you send us a copy of the credit/debit card used to complete your transaction. Please leave only the last four digits of your card number visible, as well as the card expiry date and the cardholder's name.
We also require that you send us either a proof of ID or a utility bill clearly showing your name and address.
You can upload these documents to a secure area in your customer account. Log into your account then click "My Account", then select "My Documents". We accept attachments in PNG, JPEG, GIF format, max. 5Mb. We are unable to accept Word documents or PDF.
If you are not comfortable providing these documents, we can always cancel your order straight away.
I am fully aware of the tiresome nature of this request, and I thank you in advance for your cooperation and understanding.
Please contact our team at adriana@spartoo.co.uk or by phone at 02033 182709, and we can correct this situation.
Adriana with Spartoo UK
Love the item that I bought
Love the item that I bought. Spartoo stock products that I cannot find elsewhere. Easy ordering service and speedy delivery.
October 9, 2023
Unprompted review
Beware TAX issues and poor customer service
I ordered 3 pairs of boots / shoes costing £210 in total. A few days later UPS tried to deliver the parcel but I was out. UPS put a card through the door asking me to pay an additional £95.43 in charges. If you read other reviews you will see that Spartoo’s standard response is that they are transparent about tax being due on orders sent from France and the cost is set by the UK government, so not their fault. HOWEVER, SPARTOO DO NOT TELL YOU THAT THE GOODS ARE BEING SENT FROM FRANCE. On the contrary, everything on their website leads you to believe that they are based in the UK: it’s a UK website, prices are in pounds, they state that they have a UK warehouse and that UK delivery is free. I am not going to pay the extra money and I want Spartoo to take back the parcel from UPS and give me a full refund. I have tried three times to phone their customer services but nobody answers. There is a recorded message that says to ring back during their opening hours. All of my calls were during their published opening times. Additionally I tried to click a link on their website FAQs about refusing a parcel, but the link didn’t work and it took me instead to my order details. I have just emailed Spartoo so fingers crossed for a reply. 17/10/23 Update. I did receive an email reply today. Apparently their customer services line is closed until 23rd October. The email doesn’t say why and they still haven’t updated their phone message. The email is their standard reply about it being my own mistake. UPS knocked again, so I was able to refuse delivery. Interestingly the UPS delivery man said the parcel had been sent from Peterborough. Spartoo’s email said I should “Have a nice day”.
October 12, 2023
Unprompted review
Reply from Spartoo.co.uk
Hello,
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.
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.
We would also like to inform you that our customer service is currently closed. Unfortunately, we are unable to answer your calls.
We will do our best to answer all your questions and concerns as quickly as possible by mail.
We understand that your satisfaction as a customer is of our concern, and we apologize for any inconvenience this situation may cause.
Sincerely
Spartoo Team
Buyer Beware !!
Buyer Beware !!! UPS have just arrived with my order for which I was charged Delivery and demanded a further £48
I refused to pay and sent parcel back.
This is Blatant Fraud and I intend to open up a Fraud Claim with my Bank immediately, I have tried to contact the company but surprisingly to no avail
October 13, 2023
Unprompted review
Reply from Spartoo.co.uk
Hello,
We understand that you are unhappy about the additional charges made by UK Customs for your parcel, and we apologise for any inconvenience this may cause. We'd like to explain the situation in more detail.
Since Brexit, the rules for importing into the UK have changed. When products are sourced from outside the UK, import charges may be required, including customs duties, taxes and processing fees. These charges are imposed by the UK customs authorities and are beyond our control.
This means that depending on the location of the original warehouse and UK import rules, import charges may apply. We understand that this may seem frustrating, but it is a consequence of the new post-Brexit rules on imports into the UK.
We have therefore written the following notice on our webpage:
Please note: from 1 January 2021, all orders dispatched from our warehouse in France with UPS above £135 in value will be subject to Customs Duty at delivery. 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 Customs Duty at delivery."
I apologise 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.
We would also like to inform you that our customer service is currently closed. Unfortunately, we are unable to answer your calls.
We will do our best to answer all your questions and concerns as quickly as possible by mail.
We understand that your satisfaction as a customer is of our concern, and we apologise for any inconvenience this situation may cause.
Sincerely
Spartoo Team
DO NOT USE - They Don’t Tell You About The Tax
This company is not in the UK and are in fact based in France which I realised after my order was placed.
Please can I ask why I had to pay import taxes on an order which totalled £121.78 and was under the £135 VAT threshold which Spartoo loves stating on their replies to negative feedback on Trustpliot.
After speaking to UPS they told me Spartoo had put the value of the order at £146.00?
Where did the extra £24.00 come from, as my invoice does state £146.00 being the total value of my order.
Don’t even think of quoting me information regarding customs fees from your own website!
"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."
You clearly don’t even follow your own terms and conditions.
Basically, Spartoo increases the total cost of the order so that don’t have to pay the import fees and then portions the blame on their customers.
Your company is registered as a trading in the UK and therefore governed by its laws.
Especially the Trades Description Act, Consumer Rights 2015: “Is a law designed to prevent companies from presenting their goods and services in a dishonest or misleading way”
Under my rights, covered by the Trades Description Act, Consumer Rights 2015 I want a refund of the import fee £38.05.
This has cost me more than buying the product from another website.
October 3, 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."
I am sorry you received an import tax from UPS, but I believe this was a mistake on the part of UPS because as stated above the limit for import tax is above £135.
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.
We did not "raise the total cost of the order so that don’t have to pay the import fees and then portions the blame on their customers." As stated in the email to you, you can send us the invoice from what you paid to UPS, and we will contact them about getting the fees recalculated as your order was not above the £135 limit.
Please contact our team at adriana@spartoo.co.uk or by phone at 02033 182709, and we can contact UPS to correct this situation and get UPS to deliver your parcel.
Kind regards,
Aaron
Import tax!!!!!
Good communication from spartoo & product arrived in good state. HOWEVER where was the notification that I would be stung for £50 import tax????
Really soured this purchase. I am returning product because it put the cost of my purchase up by 25%.
Not good. Disappointed.
September 15, 2023
Unprompted review
Reply from Spartoo.co.uk
Hello Jane,
I apologise for any inconvenience caused.
After checking your order I can see that your parcel has come from our warehouse in France and as it is above £135 in total value that is why UPS is asking for further payment of Customs Duty.
Unfortunately, normally to receive your parcel, you would need to pay these charges upon arrival. If you do not wish to pay these import fees, you may return the delivery. Once we have confirmation that the parcel has been returned, we will refund you in full.
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 hope this helps clear things up. Have a nice day.
Adriana with Spartoo
Great price and fast delivery
Great price and fast delivery. Would definitely shop here again.
September 8, 2023
Unprompted review
Very deceptive about products being…
Very deceptive about products being shipped from outside the UK.
I've been looking for a specific pair of shoes that are a little harder to find. There was a number of foreign websites that I tried to avoid to due to import charges and long shipping times. Usually you can tell by the URL or the currency. Not so much when it comes to Spartoo. They are knowingly misleading you into thinking it's a British website, prices are in GBP, they are boasting with free delivery and everything gives the impression of being a UK company. In reality their Headquarters are in France and much of their items are being shipped from there. This is mentioned in terms and conditions of course but it's dishonest and outright deceptive to not making it more clear.
Fast forward, UPS has finally tried to deliver the item but wants £34.32 before they hand over the parcel.
Never again and I hope this review will at least help some people avoid this website.
September 13, 2023
Unprompted review
Reply from Spartoo.co.uk
Hello Maya,
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 underneith 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.
Unfortunately to receive your parcel you would need to pay these charges. If you do not wish to pay these import fees, you may refuse the delivery. Please let us know if you intend to do so and we will contact UPS and request the parcel be returned to sender. Once we have confirmation from UPS that the parcel will be returned, we will refund you in full.
I would invite you to place your order again on our sister site Rubbersole.co.uk, where we offer the same great products and deals. For orders placed on Rubbersole, we are able to guarentee that orders coming from our warehouse in France will not have any import taxes imposed upon them. If you have an account with Spartoo, you can use the same login and password on Rubbersole.
Please contact our team at adriana@spartoo.co.uk or by phone at
02033 182709 if you have further questions.
Kind regards,
Aaron
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