Grenson Avis 

Customer services give incorrect information, and double down when they're asked to clarify.

In my instance, they gave information that directly contradicted the information in the FAQs. Avoid.

Very very poor customer service. Quality of products not as good as depicted in the website pictures. No free domestic shipping for such expensive shoes. I have sent a return over two weeks ago and I still haven’t received any acknowledgement of return nor the refund. I have emailed the company and no reply. No response from the contact number either and the website help form also doesn’t work. You can’t even return products bought online to one of their stores. The entire customer experience is so poor I wonder how this company has survived this long and has so many outlets at such prime locations. Would avoid like the plague.

I bought 1st pair of shoes from Grenson 14 years ago. Still wear them and they are in a good condition. Since then i bough many more shoes, never had problem with them. And i wear them regularly. The only minus is that i can't find anymore on the website history of my purcases. Oldest one dates to year 2021.

Repair-Resole & Heel
I have just had a pair of 7 year old boots returned today after they have been resoled and repaired. The boots look amazing. As good as new but with the character they had from years of wear. Well worth spending the money. Thank you.

I have owned a pair of Grenson boots for 11 years. They have been superb, I have maintained and polished them but the Goodyear commando soles had seem a lot of wear and were significantly worn down.

I finally got round to sending them back to Grenson for their Repair - Re-sole and Heel service.

Absolutely fantastic, highly recommended. My boots look absolutely brand new. Completely re-soled with new Goodyear welted soles. Beautifully stitched back to the upper. New leather insole, new laces and the uppers have been re-finished and polished.

They look immaculate, absolutely fantastic. They feel amazing.

I paid £350 for these boots in 2013. Twelve years later I have a brand new pair of boots for £170. £30 a year the original pair cost me, amazing value and spectacular English shoe-making.

Turn around was much quicker than advertised as well, there weeks from posting to getting them back.

Truly great service, and great boots. Thanks!

I can only speak from my own experience but I can't understand negative reviews these are the best pair of shoes I have ever owned they are superbly made look fantastic and fit perfectly I would recommend this company to anyone I have no complaints whatsoever

I purchased a pair of boots online. I know this is based in the U.K., but it said that all duties were included with the purchase for customers in the U.S. However, when my package arrived here, I got a notification that I needed to pay the duties within 48 hours, or my package would be sent back to the sender. That was frustrating, so I called the store in the U.K. and tried to explain my issue, but they couldn't care less. The salesperson said they don't deal with online customers and pretty much hung up the phone. Their customer service is absolutely horrendous. I sent them an email, and I still haven't received an answer. Now my package is on its way back to the U.K. This is ridiculous, especially for the price I paid and how it's advertised as a luxury brand.

Ordered 2 weeks still not packed or shipped. Customs service only sends generic response confirming order.
Total scam

Another 1 star review for awful customer service.

I love the ethos of Grenson. Who wouldn't go for a heritage brand, quality manufacturing and timeless design?

Sadly I have no idea what the product is like. Grenson have cashed the cheque but failed to deliver the goods. The website is so poor that the customer service page is consistently down. And now I can neither log into my account nor reset my password as that functionality is bust too.

I'm reduced to howling into the void of social media to try and get anyone in the company to communicate!!!

Come on Grenson, all I want to do is buy a pair of shoes!!!!

I have owned a pair of Grenson sneakers for two years now and they have been through hell and back with me through 2 house moves and a renovation. Last month I decided they needed a new sole and a bit of TLC so remembering that one of the reasons I bought them was that they could be resoled (sadly only once) I ordered a rebuild through Grenson.
I am really happy with the results they have been much more than just resoled and while I can’t say they look like new, they are blue suede and therefore perhaps not as robust as a full grain leather, they look great and I’m hoping to get at least another 2 years out of them because they won’t have to survive through building site hell this time.
The service was also really good they communicated at every stage very clearly and despite suggesting a 4-6 week turnaround I got them back in 2 weeks.

I ordered the Susanna loafers online and was initially really pleased with them. The design is beautiful, the leather looks great and was easy to break into and I feel very comfortable.

Unfortunately the glue started to get undone about a month after purchase. I only use these shoes once or twice a week and primarily as office wear. Even so, that’s too early for any shoe to fall apart but this is especially unacceptable for £195 shoes from a company branding itself as historically skilled shoemakers!

I made two requests for refunds online within the past 3 months which have never seen a response.

I don’t know if it’d be a different story in a physical store but I definitely won’t be buying from them online again. It’s a shame as I do like a lot of their designs.

Boots broke in <6m.

Cost was £140 (in the sale). Repair offered by Grenson - caveated that it might be unsuccessful, and no refund would be given - was £165.

Certainly the quality of these shoes does not warrant the current retail price of £335. Shameful.

Recently bought a pair of white sandals - the queenie. Really nice quality and customer services super helpful when there was an issue with the order. Thank you so much.

Grenson Shoes Quality Style Designs delivery spot on 24 hrs Nationally very happy to buy souch a great brand Made in England boots n shoes definitely I'll recommend Grenson

Dismal returns process. Emails and messages ignored. Section 75 chargeback is the only way to deal with this lazy business.

I ordered a pair of boots which I had to pay for next day delivery (no other postage option available or offered). After 3 days I contacted Grenson for an eta and was sent an email showing their terms of sale and that during peak times next day delivery cannot be guaranteed (why force people to choose it then?) checking the terms and delivery is rather misleading compared to what they are advertising. I sadly had to return the boots as they were too big on me. The return was processed promptly except the postage fee for delivery of the parcel to me was deducted. This is in fact in breach on the consumer contract regs 2013. I have emailed them and they haven’t bother to reply or action. I will get my money back but now, I will be letting everybody know what terrible customer service and underhanded business ethics they operate with.

I’ve had a few pairs of shoes now from Grenson. I’ve always had great service. All the shoes have been just right for me. Buy British 🇬🇧 and keep companies like Grenson in business. Thankyou teamgrenson 🫶

I take a size 6.5. Because Grenson do not sell half sizes in the trainers I was interested in I ordered a 6 and a 7.
I didn't receive the welcome discount. The only way I could find to contact them is the web form (in my view web forms are used by companies who wish to keep their customers remote and deprive them of a record of communications). Sure enough I got no response at all. The size 7 fits best but arrived with one size 6 insole and one size 7 insole. The insoles actually look as if they've been used! I have tried to contact them again to put these things right. I hope they respond!!! Their returns policy is challenging. Generally not a very positive experience thus far. I hope the trainers prove worth the bother, but as things stand I can't recommend the Customer Service.

NE PAS COMMANDER qualité et service…
NE PAS COMMANDER qualité et service client lamentable achat d’une paire de chaussure de pres de 450 euros le rivet se detache apres quelques mois a fuir service client refuse de remplacer ou reparer A FUIR TRES MAUVAIS

DO NOT ORDER poor quality and customer service purchase of a pair of shoes for almost 450 euros the rivet comes off after a few months to leak customer service refuses to replace or repair AVOID VERY BAD

I had an unfortunate experience purchasing a pair of Grenson Boots from another online retailer, and James and the team at Grenson really went the distance to help out and get me a new pair of boots. I really appreciated all the effort they put in and I purchased a replacement pair from Grenson at their Jermyn Street Store. The quality was so good, I then even bought another pair! Thank you, I'm really happy with my new boots :)