I went from London to Bluewater to get CK trainers. Spent £10 petol and £5 Dartford Crossing charge plus time. The leather on the trainers was cracked. I Went to Oxford Street to return costing another £6.20 travel plus time. Then ordered the same trainers online. This time, the inside leather was not covered properly resulting in a severe blister. I Was told I needrd to go into a shop so the assistant could verify the problem for a refund. I went to Oxford Street for a return costing another £6.20 travelling plus time. Then I was told I cannot get delivery refunded. I got in touch with Customer Services for all this drama and they only offered 10% discount in next purchase. So my £99 CK trainers turned to £129.40 plus time. What a shambolic service and Customer Services did not resolve my formal complaint to my satisfaction.
Unfortunately when I arrived at the shop, having received an email saying my shoes were ready to collect, I was told they hadn’t arrived in to stock. The gentleman handling this did not have the authority to allow me to take an identical pair from their stock, even though they could see my order on the system and that I had paid in full. I did not want to pay twice and claim a refund. So I waited in store as I was told the store manager was coming in to resolve the issue. After 40 minutes, the gentleman handling my order had another look out the back and found my order which had been there all along. Sorry guys but that was terrible customer service and I daren’t order from you again.
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4 Oct 2023
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Order was cancelled
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30 Sept 2023
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Hidden Terms & Conditions
Bad service if it isn't disclosed that we have to rate our experience afterwards, then one may choose to not disclose their email.
*It was said it was for receipt only.
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29 Sept 2023
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Order took my money then canceled my order a week later
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21 Sept 2023
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Don’t EVER use
The new shoes I ordered had been worn, the soles were dirty and worn out. Unbelievable! No reply to the email I’ve sent
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20 Sept 2023
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Review How You mail Out Merchandise
I like Sole trader tend to buy my merchandise in store, however I am abroad and needed some merchandise from Sole Trader . If I buy and pay for everything in one transaction, why send out piece by piece ? This is an inconvenience because I am charged more taxes and import duty for every piece received regardless of the invoice and price. Whilst I understand that is not your problem, it is my problem. Please understand that I am happy to pay the taxes, but they are calculated in a manner that in the end cost the buyer more as a result of sending out piece by piece rather than sending out all the merchandise once.
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19 Sept 2023
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The parcel has not arrived and they have not responded to my emails
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18 Sept 2023
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Ordered white leather converse. One came white and the other yellow as though it had been used. Awful experience which created a lot of hassle for me.
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Answer by SOLETRADER
19 Sept 2023
Hello, thank you for your review. We are sorry that there was a problem with your order. We can see that our Customer Service team provided you with a free return for exchange or refund. We are sorry for the inconvenience caused. Kind regards. SOLETRADER
15 Sept 2023
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Delivery
Paid extra for next day Saturday delivery. It arrived the following Tuesday after I left for holidays. Parcel just thrown on the drive.
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Answer by SOLETRADER
19 Sept 2023
Hello, thank you for your review. We are sorry to hear that there was a problem with the DPD delivery. In these instances we would always advise contacting our Customer Service team who are able to help. Kind regards. SOLETRADER
2 Sept 2023
Verified review
Sent me the wrong sized shoe.
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22 Aug 2023
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Paid for next day delivery !!!! A joke!!!
Paid for next day delivery. Have not received no notifications, no order has arrived and over a week. Emailed Soletrader and not had any reply. Terrible service and still waiting !!!!!!!
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Answer by SOLETRADER
25 Aug 2023
Hello, thank you for your review. We can see that our Customer Service team have responded to you and refunded the delivery charge paid. The order is being sent out by the supplier and our team have been chasing for updates. We are sorry for any inconvenience caused. Kind regards. SOLETRADER
16 Aug 2023
Verified review
Awful experience, paid for next day shipping and parcel wasn't dispatched until 2 days later. I only learnt that parcel was delayed after following up with them. Truly useless customer service.
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14 Aug 2023
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Lost parcel and no one will help me
Paid for next day delivery but 14 days later still no trainers and no one is really dealing with the problem as apparently they were dispatched by a different company on behalf of sole trader - who knew?
I keep emailing but get very limited responses- evri website now says there is a problem with the parcel so I should contact sole trader but it doesn’t say what you do if you have contacted sole trader already. Not impressed at all
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6 Aug 2023
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I ordered from here and a week later still didn't receive item. Poor communication. Cancelled order in the end. No live chat just messages.
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3 Aug 2023
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Received shoes. Dirty insoles. No refund for import fees.
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30 Jul 2023
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Bought a pair of shoes for my husband that were clearly worn, I asked for a discount and I would of kept them and they didn’t offer anything! And there are no more size 8! Makes me mad, are you going to resell worn shoes?
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26 Jul 2023
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10 Jul 2023
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Used and damaged shoes
I received my ordered shoes they arrived in a crimped box, with shoes that were creased. I was not happy, but it got worse. I turned the shoes over to fin they were used, they had been worn. The front was damaged on the shoes as well. When I attempted to contact Soletrader. The response was diabolical. It was an automated message. Does Soletrader think sending someone used shoes ok?
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6 Jul 2023
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I ''returned'' some shoes yesterday. I was told they have a new system and a return might be a problem. They haven't sold anything since the morning and I must come back later. Eventually, after the staff members kept trying, I was told the return went through, and was asked to provide an email address for return confirmation rather than given a paper copy (I was told they would get in trouble for giving me a printout as they are not allowed!?). Later on, and again today, I felt uncomfortable so I checked my account for a refund and it wasn't there, nothing pending. No email to confirm my return either. Only email from you to ask for feedback. Well, my feedback is, I'm never going back to this shop again. I just hope I will see my money back eventually. Sole Trader in Wandsworth Southside shopping centre. The worst experience ever!
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4 Jul 2023
Verified review
I ordered £139 Dr marten sandals which arrived in a few days. They have been previously worn. I emailed sole trader within 5 mins of them being delivered. Got no reply. I emailed again. This time got a reply asking for photos. I have sent 2 lots of photos and recieved no response from Soletrader
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