Horatio London Avis 11

Terrible customer service !

Purchased a pair of suede horsebit loafers from Horatio but unfortunately i recieved a different size from what i ordered which may have been my fault i dont know, anyway you cannot call this company so i emailed them saying i need to do an exchange & after about 2 WEEKS they replied with a return address which i sent next day delivery, that was 3 weeks ago now & ive not heard anything since, i email them every 3 days because they say they reply to emails within 2 working days (they should change days to months) Their customer service is the worst ive ever come across & will never buy from this company again.

Fantastic shoes - I purchased the Dartmouth Loafer - Black Calf colour and they're beautiful shoes.

The customer service was also brilliant - both over email and in store.

I recently purchased the: port moc adventurer black calf shoe from Horatio London.
Let me just reinforce on trust pilot the compliments I already payed to the whole team.
First of all, the shoes look great, top of the quality!!! They are new so I cannot already speak of durability or other factors, but the packaging and the products are top tier quality.
Another super positive aspect I want to bring to light was the customer service!!!
I had 2 issues and they were able to resolve them swiftly, showing: professionalism, patience and kindness every step of the way.
Firstly I kindly asked them to quickly make a switch of sizes before sending them cause I misjudged my size when converting from EU to UK --> easy said and easier done. Moreover there had been some issues with customs. I contacted it the afternoon of Thursday and on Friday morning they were delivered after a week of being held "hostage" by DHL.
No complaints, only my sincerest compliments and deepest thanks to everybody (especially Eric from custom service) for having been so nice.
Off I go to enjoy my shoes then... I definitely advise to buy from Horatio.

I have now bought a few pairs of Horatios and a handful of knits all of which have stood the test of time. Also shoutout Eric for the excellent customer service anytime something pops up!

I ordered the black calf Beaufoy loafer thinking it would be a high quality, more affordable alternative to the Gucci 1953 Horsebit loafer. I was in for a real surprise. After only minor wear, the heel block came off, exposing cheap materials and poor construction underneath.

At £265 I expected genuine craftsmanship or at least decent customer service. I got neither.

When I contacted customer support, I thought they'd stand behind their product. Instead, I got dismissive replies suggesting my "minor" wear (around 10 days of light use) was way beyond what the shoes could handle, even though they're marketed as high-end, lifelong companions.

Rather than dealing with a clear manufacturing fault, they dragged me into a month-long email battle where I had to reference consumer law just to still not be taken seriously. It was immature, unprofessional and honestly embarrassing for a brand that claims to be premium.

Eventually, I agreed to a repair — no refund, no replacement. It took over two weeks to get the shoes back, even though any proper cobbler could have done it in a day. And when they arrived, the heel blocks had been replaced with the cheapest TOPY soles, not even black, and definitely not the leather soles I had originally paid for.

If you're thinking of buying from this brand, think twice. When a company can't back up its products or treat its customers with basic respect, it tells you everything you need to know.

I bought the brown suede shoes for my husband as a present, they arrived quickly, true to size so fitted perfectly and are exceptional quality for the price.
Also really impressed with customer services, who responded quickly to any questions, were hugely efficient and professionally at all times.
i will definitely buy from you again.

I ordered a cricket knit and decided to return it. Payed for international shipping and waited only a week for it to be delivered back to them.
That was over 3 weeks ago and they still haven’t processed my refund. Service is slow and unprofessional. Would not recommend

I bought a pair of shoes recently which were a little bit too big (my fault not theirs). I emailed about switching them over and asked if I could come and swap them over instore which was fine. When in the shop the guys really looked after me and when the shoe I wanted was out of stock managed to track down a special order for me. Would recommend great service all round.

I recently ordered a sweater from Horatio London/Footwear, but the experience as an international customer was extremely disappointing. The sweater didn’t fit, and when I tried to return it, I discovered that they have a rigid, customer-unfriendly return policy. Unlike most retailers, they don’t offer prepaid return labels or any assistance with returns—leaving international customers entirely on their own to find a carrier, handle customs paperwork, and pay all costs.

After being quoted $150 by multiple carriers to return the sweater (which is more than half the cost of the product), I reached out to ask if they could provide a return label and charge me for it. They refused, stating that they are a small business and can’t offer such services.

While I understand the challenges small businesses face, I also run a small business myself and know firsthand that offering prepaid return labels—even for international orders—is not only possible but necessary to create a good customer experience. Many businesses of similar size do this, so the idea that they can’t or won’t is purely a matter of choice.

What makes this situation even worse is their dismissive and unprofessional attitude in handling my concerns. Instead of acknowledging how difficult and expensive their return process is for international customers, they repeatedly insisted that their terms and conditions are clear and that I should have expected this process. While they claim that “no one else has ever had an issue,” the reality is that once you encounter a problem, you’re left to deal with it entirely on your own, with no real support from the company.

Selling internationally comes with responsibilities. Simply stating something in your terms and conditions doesn’t make it a good or reasonable process. If you want to build trust with customers in other countries, you need to offer fair solutions when things don’t go as expected. Unfortunately, Horatio seems unwilling to do that, and instead prefers to blame customers for not liking their rigid policies.

If you’re considering ordering from them internationally, be prepared for a difficult, expensive, and entirely unsupported return process. I’m sharing this because I believe customers should know what they’re getting into before engaging with a company that won’t stand behind their products or offer reasonable solutions when issues arise. I hope they reconsider their approach in the future, but for now, I’d caution others against ordering from them unless you’re 100% sure you won’t need to return anything.

We bought a pair of black loafers that arrived in dark brown. After using them for a few weeks, the "leather" tore. We sent several messages explaining the situation, but they refused to exchange or refund. In the end, they offered 20% off on the next purchase as an "OFFER OF GRATITUDE"! As if we were buying something again from them after this terrible experience.

AVOID

These clowns still owe me £195 for an order I cancelled before they had to go to the bother of sending it out and having to arrange a return and collection

I was verbally attacked on insta DM’s by some patronising millennial. And called out for leaving 1star reviews on google. Even though. The 2 other reviewers / “friends”of theirs also left 1 & 2 star reviews for other companies.
They most certainly do not like it when you respond in the tone and manner they dish out.

So. We’re a week in. And according to their Ts n Cs. Refund is initiated within the time frames given on their website.
What is actually happening.
They are stringing it out for as long as possible.
It’s no worry.
A complaint has been raised with Visa. So all will be ok.

Sadly. This “small buissness” has a shocking attitude.
So I’d look elsewhere.
You don’t get this crap from Ralph Lauren.
I’d go there if I were you.