SOLETRADER

Reviews:

I popped into the Ashford store and spotted a pair of Simon Carter Byrd 2 Chukka blue shoes which I really liked. They didn't have the shoes in stock but were able to order them to my home address which I did so. I left the store after purchasing the shoes and soon received an email with my invoice. However, the invoice presented a black version of the shoes so I popped back in to discuss with the staff member that the wrong shoes had been ordered. The staff member was apologetic and realised their mistake. I asked if this order could be amended and changed to the blue version which I originally purchased or get a refund and reorder the correct ones. However, I was then informed that they would not be able to carry out this request in store and that I needed to contact the web based team to correct the order or to obtain a refund, as it was a web based purchase. Even though I ordered in store. I left the store and came back as I was unsatisfied with the service presented. I was then informed by another member or the team that the shoes are actually listed black but look blue and that the invoice is correct and will be blue on arrival. I said that there are two colour options on the website being blue or black and they corrected me and said that the ones ordered will be blue on arrival. I received the shoes in the post and found the shoes to actually be black and then had to raise a return via the website. I chatted to the web chat which was really helpful and arranged a collection of the wrong shoes. However, I was unable to exchange the shoes for the blue version as they were now out of stock and had to then request a refund instead of an exchange. I found the service to be quite poor from a system point of view but also how the situation got treated. I believe a system should be put in place that when "web based" purchased has been carried out in store. A review of the order can be carried out by the customer, as they can double check the order being made to make sure the correct items are being ordered. If a purchase has been made within store, provide the option to be able to alter the order or give a refund to rectify the error, or at least show willing to correct an error rather than dismissing all errors onto the customer to resolve themselves by the website. Also, be honest to your customers. I feel that I was purposely misinformed about the colour of the shoes to remove me from the store as that was the easier option.

This shop has a great range of shoes for its size but the customer service leaves a lot to be desired. When you first enter the girls are always chatting and leave you to do your own thing, which is fine, as they do ask you if you need any help after a few minutes. However today, while the Asian girl who served me did a pretty good job, the other one - a white girl wearing glasses - did as little as possible and didn't treat me very respectfully. At one point she even whispered something to the Asian girl while I was purchasing two pairs of shoes, possibly about me, and then laughed. While the Asian girl tried to do a good job and be friendly, the glasses girl kept chatting to her and then made fun of her incessantly for thinking the O in 'On Cloud' was a Q, which it does look a bit like. Both of them refused to acknowledge something was wrong initially when a shoe I was trying on kept squeaking, insisting it was probably your flooring, which it couldn't have been as it was only that shoe. It later turned out to be a price sticker on the display shoe, which they said all squeaked, so why hadn't they said that earlier? The woman with the candy pieces on her nails was very nice, as was the Asian girl, mostly. The latter would probably perform better if the girl in the glasses wasn't there as a bad influence.

I entered the shop , asked the sales assistant for help, I was told to wait , another assistant was serving another customer , I took a seat and waited .. for approx 15 minutes , then the assistant that was serving the other customer finished and asked me if she could help , I asked her my question .. by this time the other assistant had stopped what she was doing and said , sorry I wasn’t ignoring you but I had to reply to these personal emails , you know , the ones that are important but you forget about.. REALLY,, I thought that customers came first , obviously not in this case , I thought that your break time was an appropriate time to send and reply to personal stuff not your working day when you have customers to serve , There was no customer service by that assistant in that shop , if I hadn’t of wanted the particular boots that I purchased I most certainly would of walked out and that would have been a list sale, which in the current climate no store can really afford..

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.

Soul Trader are great, SoulX not so much. Would not recommend signing up to it. 2 orders supposed to be next day delivery didn't turn up for 3+ days. SoulX were just rude when I complained. Tried telling me my postcode was on their list of ones that don't receive next day delivery, it wasn't. Then tried saying I didn't sign up for next day delivery, I did, it's on my invoice. And now they've not even bothered to reply to my last message to them. Still waiting for them to cancel my membership because I'll never use them again. Customer is always right? Not if you're SoulX apparently.

Ordered new shoes before Christmas for a new years event but now well into January and I’ve yet to receive them (delivered to wrong address by DPD). DPD I insist I talk to the seller but sole trader outlet has no phone number you can call and the ‘live’ chat is not live. 2 days after I sent my ‘live chat’ message, I get a reply saying they need to give the courier company 6 more days to retrieve the parcel from whoever they mistakenly delivered it to - good luck with that! Looks like I’ll need to ask my credit card company to deal with sole trader to chase a refund.

I ordered boots for new year and paid extra to get them delivered on time. but they never arrived before new year. soletrader did refund the postage, but it was annoying not to have the boots delivered on time. When they were delivered i had ordered size 6 which normally is a 39 and they arrived and were 40. So too big and had to pay to return them. The european sizing equivalent was not evident easily for me to see when ordering, had i known they were size 40 i would never had asked for that size.

The reason I have given 2 stars is because, I paid £6 for next day delivery. They came the day after next day . Only to open box & find they were gold & not silver. Very disappointed ☹️. Trainers were lovely though good quality. However not what I wanted for £149.99 . So had to pay further £ 3 to return . So cost me £9 in total and it was not my fault. So I’d suggest checking contents of boxes b4 sending . I never actually complain but I’m paying for someone else’s mistake .

You can improve your service by either answering your phones, answering your emails and making sure that your live chat is just that. It took me five whole working days to get any sort of response from yourselves. You accepted my money for boots and next day postage neither of which materialised. After trying to contact you without any success you finally responded with my money returned but no apology. I’m grateful for small mercies but will not use you again.

The bag I received was faulty (loose threading around the zip and the bag was almost £100) so I contacted the help team and they told me to return it which I did. I could either have requested a refund or a replacement so I requested a replacement both via the return note and during email exchanges with the help team, upon sole trader receiving my back they gave me a full refund! Disappointed & very poor customer service received.

I still do not have my delivery as it’s been over a week where your assigned courier failed to delivery to your outlet storage so that I can collect it. Disgusting and poor service because your customer service staff have failed to keep me updated and all they do is chat via your BOT. Here is my order and tracking number, surprise me by delivering my goods if you dare: Order: STR259561 parcel number:T00PXA0012040934

Got a pair of New Balance men’s trainers and I noticed that the heel was not glued properly and was slightly hanging down. Now I’ve got to return them after work tomorrow, after doing a 12hr shift.

Bad customer service

They sent the wrong item in the wrong size, which I then had to take to a shop to return despite it being entirely their error. Furthermore, they didn’t refund the postage costs, so I paid money for the pleasure of being shipped something completely useless that I had to use me own time and petrol to send back. I didn't bother trying to order again as I’d had enough by then. Would not recommend.

I paid an extra £6.00 for this specific date which was Christmas eve. And after waiting all day I received a text saying it is delayed and won't be delivered until Wednesday 27th December. I feel I should be receiving a refund for this 6.00 as I specifically arranged this delivery day as I needed it as a Christmas present fir Christmas day. Thanks for spoiling my Christmas

I have been so let down by Sole Trader. Two cancelled orders in one week, no communication, systems problems being blamed. No emails or phone calls, late refunds. And the product keeps going back on their website for reorder as they can't stop it being available. The offer potentially good value, but simply don't deliver - and you ned to chase to find out why.

I purchased a pair of shoes that I wanted for a conference. I was informed they was dispatched and then nothing. The tracking number didn’t not work, it was only when I enquired about the order was I told that a mistake was made, the dispatch notice was made incorrectly and infect there was no stock. I am still awaiting my refund.

Worst company ever to order anything from. Ordered same shoes three times which were showing available on the website. Despite placing an order and money been taken from my account, I was informed that items were out of stock. Same issue happened three times in a row. Absolutely atrocious company. Customer service just as bad.

It was advertised that we could have 10% off on the McArthur Glen website at Sole trader. Inside the store we were told this didn't apply today! We asked whether some boots were leather, Jeep. My son wanted them. We were told they were leather, when in fact getting home we have checked on the website and they are not leather.

I ordered a pair of shoes and got a email a week later to say they didn’t have them in stock. I went back to the site it’s still saying they are I stock. They definitely canceled it because they didn’t charge enough for shipping to Australia. At checkout shipping was $5. They made the mistake and I won’t buy again.