Russellandbromley Anmeldelser 

I ordered a pair of boots for £300 from Russell & Bromley and received a delivery notification saying they’d been delivered when they absolutely hadn’t. On checking the tracking, I discovered they had been left in a public lobby, accessible directly from the street, rather than delivered to our office. Anyone could have walked in and taken them.

I immediately contacted customer services and was told the issue had been logged with the courier and that they would come back to me. They didn’t. After a week of silence, I ended up knocking on doors in the building myself and eventually recovered the parcel from another company who had taken it (presumably to keep it safe).

Russell & Bromley never followed up, so I contacted them again to close the issue. In the meantime, the boots had gone into sale with a £74 price reduction. I asked a simple question: could the difference be refunded, or should I return and re-purchase at the lower price?

Again — no response for over a week.

Then, almost unbelievably, they replied the morning after the sale ended, stating that they wouldn’t refund the difference because the original price I paid was “a fair price,” and that my only option was to return the boots. The timing felt deliberate and left a very bad taste.

When I explained I was unhappy with how this had been handled, the response didn’t change — just “return them.”

For a brand that trades heavily on British heritage and values, this level of communication, accountability and customer care is extremely poor. Problems happen — but being ignored repeatedly, then fobbed off with technicalities, is not acceptable.

I even emailed their CEO directly, who has chosen to ignore me. It's no wonder that the staff act that way if thats the type of leadership on offer. Shame on you.

I won’t be ordering again and I suggest nobody else does either. I assume their proud history died along with those that first mastered their craft and created R&B and these cheats are just living off their name.

Being a long term customer I can confirm the quality of this brand has clearly become so poor, after just 3 months of minimal wear my new loafers look years old and have completely worn in comparison to all older pairs. Considering their prices range £250-£275 ish for a pair of loafers, I am so disappointed I’m having to buy new shoes after three months. Customer service advise from photos I sent this is normal apparently, for a £275 loafer to look like it’s been dug out of a tip.

I paid for three pairs of shoes £770 on 21/10 and still haven't received them a fortnight later. I have phoned R&B customer service three times, they have never made a return call although I have requested one. The are not interested and just keep saying they are having problems with parcel force. Despite me keep reiterating my business is with them not Parcelforce they do not seem to show any concern that they are holding my money without producing any goods. I will not be buying from them again - in tough times I will support the companies who respect & value their customers - R&B are not one of them and to my mind do not deserve the custom.
In response to what I wrote above - Russell and Bromley have since contacted me and generously compensated me for the inconvenience and responded to resolve the issue. I really appreciate this. Thank you

I took my shoe to the London Sloane Square store for repair because the metal ring had fallen out. The repair was supposed to take 4 to 6 weeks! After two months, I hadn't received any information that the shoe had been repaired, so I went to the store. One small metal ring was replaced, but unfortunately, it was a different color! It was gold, while all the others were brown. A complete lack of imagination and professionalism. I'm filing a complaint.

I have been a Russell & Bromley Customer for over 40 years.
Not every pair of shoes I buy are from R&B but over the years I've bought many pairs of Shoes, Boots & sandals.
Firstly last November I bought the ankle flatform boots. Trying to pull them on is a joke. So tight to get them on, they need a zip really. Anyway pulling them on the small loop just snapped on one boot.
Then this summer I bought some gold sandals, walking in them and the buckle just broke. Stupidly I didn't take either back as I knew there would be a problem with returning.
In all my years of shopping there I've never had any problems.
What's changed I wonder

Not any more good shoes also bad customer service i will never buy again from them

Bought a pair of suede “Fiori” loafers.Great product. Prompt delivery. Very comfortable. No issues with the shoes at all. Very nice.

I bought R&B Flatforms 6 years ago and they were the most amazingly comfortable shoe I’d ever bought! I wore them to death! I bought new ones this September and I’m still trying to get used to them! I have horrendous blisters every time I wear them and they’re not nowhere near as comfortable?! What has happened? Very disappointed. If I hadn’t worn them out I’d had sent them back.

I have been a loyal customer for many many years and have a collection of shoes in different colours and designs but now they are the most boring and uninteresting shoes, they are all brown or black. No creativity or good design. Gone are the days when I was proud to wear RandB shoes. Now I shop at Duke and Dexter. They are far more comfortable, more creative and less expensive. This is definitely the end of R and B. By the way, I contacted the manager about it and they did not have the decency to reply obviously they don't care about customers.

I’d recommend a visit to Russell and Bromley in the new Belfast store. Staff are very friendly, particularly Max who was extremely helpful and knowledgeable. It’s a pleasure to experience first class service when staff in so many stores are lacking in basic training and often fail to engage with customers.

My 85 year old mum is unfortunately a dementia sufferer.
The manager in the Exeter store treated her like a queen.
So much patience and respect was shown to her, which also appeared to be very genuine and sincere.
Many many thanks, a very pleasant experience.

First-class attention from Sarah when visiting Russell & Bromley's outlet in the St James Quarter in Edinburgh.

Very helpful and knowledgable in her advice as to which pair of shoes would be most suitable for my requirements and I will most certainly return to this shop when next in the area.

I have been buying R and B shoes for as long as I can remember ( 35 + years) and they have always been the most comfortable shoes ever.
I bought the white platform trainers for £225 in April, and we are now in September, and I am still trying to 'wear them in' - they are just soooo uncomfortable, and after an hour, my feet are killing me. What a complete waste of money

I bought 3 pairs of sandals from R&B between March and June this year. I’ve hardly worn any of them but the last pair I bought, Sunrise in gold from the Knightsbridge store, I’ve worn three times, then noticed that the colour on the outside of one of the bands on the right shoe was not applied properly. It shows more in some lights and angles because of the sheen on the shoe. I returned them to Brent Cross who initially tried to blame it on wear but failed because the shoes are still in excellent condition so they agreed to send them for repair. They came back from the repairer that they couldn’t get their paint to adhere because of the sheen on the shoe so nothing can be done. The store then offered me two pairs of the same sandal (I presume, returns) to see if there was a shoe I would be happy to accept to replace mine but both of those had faults as well; the leather strap on one was very badly frayed and the other had the same fault as mine but on the back of the strap. So I asked the store for a discount but they referred me to customer service. I emailed them but they firstly tried to say that I’d damaged the shoe through wear then, when I pointed out that Brent Cross had already accepted the fault and tried to have them repaired for me, they then said they wanted me to send the shoes back to their warehouse for inspection which would likely take at least three weeks - in the middle of summer. £225 for sandals I was going to have to leave with them instead of taking on holiday with me! I pointed out that I’m happy with the sandals for style and comfort but, as they can’t be replaced because they’re sold out, I’m simply requesting a refund to compensate for the poor quality on this shoe. It’s now 3 weeks later and I’ve given up. They’re desperate to try to prove that this is wear and tear rather than offer a discount as a gesture of goodwill. So, having only recently started buying from R&B, I’m disposing of my loyalty card and will spend my money elsewhere in future

Bought 7 pairs of a mixed variety of boots and loafers, which happened to have poor quality leather and rear part of ankle started to rip my skin. Not worth buying shoes from these overpriced cowboy company.

Used to be good but over the last few years I have purchased multiple pairs of mens' leather shoes and boots, without exception the heel has detatched after about 6 months' wear. Quality of leather is OK but the assembley of the shoes is poor and prone to failure, absolutely not the quality that should be expected for the price. After many years of their shoes, I will no longer be buying from them.

I have been shopping at Russell & Bromley for well over twenty years. In particular I used to love shopping in the Southport store. The quality of the shoes and bags were exquisite at an affordable price.

I recently purchased a Otley bag and Liney shoes. Disappointingly the full priced bag was sent to me wrapped in brown paper with no dust bag, and the Liney textile gold shoes were on a par with cheap high street brands - not at all the quality I expected from R&B. They both got sent back.
I wouldn’t have placed another order but I had already ordered a pair of Everleigh sling backs and saddle up boots which were delivered the next day. The saddle up boots arrived scuffed and should not have been sent out in that condition - especially as there were over ten pairs available at the time. As for the everleigh heels, the website stated small sized and to size up if in between sizes. I am a true size 5 which is what I ordered - the sling backs were at least a size and a half too big.
I ended up calling customer services to complain about a number of issues I had experienced. I explained I will not be shopping with them again and all I wanted was a refund for the items which they had already received back at the warehouse. To make matters worse I keep receiving repeat emails to notify me that the items have been returned but still no refund.

I now completely understand why they have closed the doors to so many stores in prime locations.
I will give them 48 hours before I escalate my complaint because they still have not initiated a refund for faulty and poorly packaged goods.

Ordered 3 pairs of shoes, for a next day delivery.
4 days later 2 pairs were delivered. No mention of the 3rd pair

No contact, no communication no nothing from Russell and Bromley, just an email to say the order has been delivered.
I've tried calling them - no response . I have emailed them and got an automated reply saying my email will be dealt with in 48 hrs.

This store is no a cheap store and I expect better, especially when spending nearly £1000.

Very frustrating, and now I've got to deal with a non existent customer service team.

My advice is to steer clear of the online site. If you can't go into a store and buy, don't bother, go somewhere else

We all hope our experience will be better don’t we…bag purchased faulty and returned within the week what utter chaos in the store with staff/call centre liaising with each other mixed messages between them was dreadful and all one gets is no to everything and no solution even looked for…too many apathetic disinterested call handlers and no calls recorded to support the fact there is a vast amount of incompetent call handlers working at R&B…this must be a strategy when every business record calls and for good reason today…dreadful customer journey don’t need to haste and stress as there is no USP here…bags and shoes are everywhere so what makes you desirable to shop with R&B??

Worst ever shoe makers in the UK. They claim to be high end and the cheapest pair of shoes starts from £200 and yet the quality is appalling and after sale care is none. I bought pair of shoes that I hardly wore and just after less than 2 years a hole in the sole appeared and they demanded £140 to repair it. I complained but had no apology. AVOID THIS BRAND AT ALL COST!!!