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.
The box arrived incredibly battered. Dhd didn’t deliver it and said I wasn’t in. I can see anyone arriving & they have to ring for entry, so I know they hadn’t tried as I work from home and never left the house. Had to reschedule & collect from the post office. The sandal is very loose around my foot. Went all the way to Sutton and then Oxford Street store to see if they had another pair which might be a better fit. Their size 6 was baggy too. Is this a problem with the Silver leather? My sister has a tan pair in a larger size, but those fit!
I threw the box away as it was so damaged & wanted them for a wedding, so didn’t ask for my money back.
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28 Sept 2023
Verified review
Ladies Silver Hogan Trainers
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 .
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26 Jul 2023
Verified review
I have never heard of "Unisex" sizes being from the US. The website had this listed on women's size 6. It came as unisex size 6, women's 7.5. Pretty bizarre... Shipping was great.
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24 Apr 2023
Verified review
Trainers arrived quickly but unfortunately had clearly already been worn. The soles were discoloured, there were creases in the leather, the stickers had been removed and replaced badly, and they smelled of someone else's feet. Not pleasant at all.
Refund offered but not for postage, I think. Very disappointing experience.
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Answer by SOLETRADER
26 Apr 2023
Hello, thank you for your review. We are very sorry that your order did not arrive in a box fresh condition and that this was not picked up prior to dispatch. We can see that you have been in touch with our customer service team and they provided you with a free return. No delivery charge was made. We do apologise for the disappointment caused. Kind regards. SOLETRADER
23 Nov 2023
Verified review
I placed an order as a gift with plenty of time for it to arrive! Yesterday I chased up the order as tracking hadn’t been working to be told the order had been lost!! No next day delivery as a good will gesture have to wait another 5 days & by then it will be late for the birthday if it even arrives!
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9 Aug 2023
Verified review
No order and no update
Didn’t have shoe size in store so the store ordered them online for me fur delivery at home. 3 days later order hadn’t arrived and when I contacted was told they didn’t have stock available so were cancelling and refunding my order. No proactive contact if I hadn’t chased.
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10 Sept 2023
Verified review
Ordered a pair of size 5 Birkenstocks
Delivery was quick however when these turned up they were the 'narrow' shoe. This was not detailed on the website when buying.
They were sent back same day and refund sorted
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7 Aug 2023
Verified review
I was sent the wrong pair of shoes. To return by post I would have to pay, despite it not being my fault.
Returns should be free when it’s not the customer’s fault that they are returning the item.
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11 Nov 2023
Verified review
Shoes and postal service not quite right...these days.
The shoes I bought were just not what they were to the online pictures which is not Soletraders fault, but I had to pay both delivery and return costs..but hey ho...the way it goes...
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16 Jun 2023
Verified review
Received my order as described but as soon as I submitted my order, I received fraudulent text messages and e-mails. You need to improve the security of your customers' information.
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19 Apr 2023
Verified review
There was a mark on the shoes I bought and no discount was offered as that was the only pair in that size left. The staff were not very helpful unfortunately like other places
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10 Nov 2023
Verified review
More attentive staff who are better informed. That said, we got where we needed to be although I think I was a sitting duck for a bit of upselling which failed to materialise.
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25 Sept 2023
Verified review
Poor customer service. Very lazy staff unwilling to go and get me the size I need to try on. Then selling me one shoe off display which was discoloured and worn.
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