BananaShoes Avis 100

Absolute joke of a company! Zero customer service. And I mean NONE. Had one email confirming my order with an estimated delivery date which has been and gone over a week ago now, along with the event the item was purchased for, and still my item has not arrived. I have tried to contact them via the form on their website. No reply. I have emailed. No reply. I have even created a shop account JUST so that I can track my package, and even THAT isn't working. I used the chat icon on the website and it told me nobody was available. I will absolutely never again order another thing from here. Avoid!

Worst customer service! Do not order from here.

I contacted them via WhatsApp and I have received a terrible service.

Firstly I ordered the shoes with a delivery of 6-7th May. They hadn’t turned up nor had I received any updates by 11th May so I contacted via WhatsApp and was then told there are delays due to supplier freezing orders. For my order to have arrived by the date it would have needed to have been posted a week prior to when I made contact, which meant you had a full week to send a courtesy email letting me know of the delay.

Then when the shoes finally arrived, they’re damaged. One has dried glue on it from the seams and the lace is frayed, and the other is scuffed. This was sent on 24th May as I was away when they arrived so then had to wait till I came back. I then had to follow up 4 days later as no reply.

Then the reply I got was I could have a store credit? Why would I want a store credit when not only did the order arrive late but is also damaged.
I replied right away stating I wanted to return the items and get refund rather than store credit and eventually a week later I got a reply saying they’ve processed a repair refund which I was informed was the total fee paid.
Then I only received £10, that’s not the total fee I paid, I paid £129.
I’ve now been messaging for a week trying to get a paid returns label so that I can send them back and get a full refund.

This is one of the worst experiences I’ve had purchasing online with terrible customer service.

I also emailed a week ago as WhatsApp stopped reply and not had a reply from that either.

I've ordered several pairs of boots from them and I have had no issues with them. My last pair only took 3 days to come from ordering them last week Others where about a week but was OK with that.
Thanks 👍

Please do not order from this company i wish i had read the reviews !!!!! Items are shown on website with an estimated delivery time and misleading customers into think they will get there order within a week it has now been 2 weeks and still no order customer service are hopeless (by far the worst i have ever dealt with) asked numerous times for the order to be cancelled and refunded as the item was needed last week and they have refused. Save yourself money and order elsewhere.

** update it is now 20/05/25 and still no order (was ordered 30/04/25) and still having issues with customed service refusing a refund ! they also block you on facebook if you comment anything negative **

AVOID AVOID AVOID

NOT UK!!!
May as well order the shoes from whoever they order the shoes from in America.
They take your money for shoes they haven’t even got themselves, then offer you an alternative of shoes from their “UK warehouse” to then tell you (58 pages later) they are also out of stock even tho advertised as in stock, FALSE ADVERTISING!
Customer service was even worse! Everyone else’s fault but theirs.

Shocking service and a complete waste of time.

If I could give less than one star, I would.
My experience of this company has been appalling. I am a first time customer and ordered some of their shoes for Christmas delivery.
Sadly, the shoes that I ordered arrived very late. And so I contacted the company to request a refund. But I was told this wouldn't be possible as a late delivery is not a good enough reason for them to process a refund. This is on their refund policy, but hidden right at the bottom and of course, as a customer, you have no control over their use of shoddy delivery companies. From their perspective, it doesn't matter that the delivery took weeks.
I tried to reason with their customer representative, Alison, but without success. She justified their behaviour as they are a "small business".
So, my warning to others is that this company does not operate in a way that you might expect. Carefully read the small print of their refund policy, and if you are ordering some shoes with a specific date/event in mind, then you may be disappointed like me.
I gave the company multiple chances via email to rectify this issue before regrettably having to post this review. And for me, this has been a good reminder to read reviews before using a new company - as you can see there are several others like me below who have had an issue.

Recently bought 3 pairs of boots. Great value, I found the quality, fit and styling were excellent.
Needed a return, Customer Service was excellent and the refund was easy to arrange.
Highly recommended and I'll shop here again

The company shipped me faulty goods. After investigating this on their website it appeared that they would only refund 80% of the value of the item, even if it's unworn and arrived faulty. On top of that you will need to fund the return postage yourself, which will likely be over £10 for a pair of boots. They make it so expensive to return something that you're incentivised to keep the faulty item because it wouldn't make sense so send it back as it would cost you so much money to end up with nothing. The customer service rep confirmed my understanding, but otherwise was very unhelpful, providing the most basic answers to my questions and not giving a full outline of the returns/exchange process, how the refund payment would be made (money or store credit), etc. They initially only gave me the return address, and if I'd have only done as instructed in their first email I'd have been left without any boots and also out of pocket. As it is, I'm left with a pair of faulty boots that I paid full price for, hoping that I can repair the fault myself.

This was my first experience buying from them, and I definitely won't buy from them again if there's a chance I'll receive faulty goods and end up in this situation.

Edit in response to company: My order was only placed on 12 October so definitely did not arrive six weeks ago. It was delivered one week ago, and I was not offered / have not accpeted anything.

I removed the second star due to the company trying to discredit my review rather than get their facts right and do anything positive in response to my bad experience.

I was extremely disappointed that I had basically been sent what appears to be pre worn items!!

When I challenged BananaShoes they basically provided no explanation giving me a canned response. That only reinforces that that have a policy of doing this.

The items came stuffed inside of a box like they’d been pulled straight from someone else’s panty drawer!! And just chucked into the box! Eww!!

I sent photos of the how the items were received. I would post here but TP seems to have no way to post links.

There were no tags on any of the items!! This tells me that they were not new.

None of the items inside were packed in individual packaging. Which would communicate that the items are new, and untouched therefore hygienically clean.

The fabric of the body suits was curling up which is a sign that they had been already worn and stretched!

Over the years I have ordered underwear and other lingerie items (Love honey, Ann Summers, Armani, CK) and they always, always come, with tags and individual wrapping.

The fact that these items were not tells me that I was sent returns. Which I think, for the types of items they are, is actually reprehensible!

Don’t buy lingerie from a company who will send you returns 🤮 then fob you off with a YoUcAnTrEtUrN response to keep your money.

I received a pair of shoes which were the same as ones i had purchased from Banana Shoes previously so i need to return them.
They had a returns policy where you have to email their "customer service" to start the returns process within their 14 day timeframe.
I have now emailed them 3 times without response.
Very ignorant considering how many pairs of shoes i have ordered from them over the years.
I am not sure what i can do as i have a surplus pair of brand new shoes that, without the company having the manners to return my emails as per their process, i do not want!!!
Very frustrated and will not use this company again.

I recently bought boots from this company, the sizing was way too small. I wanted to return them. On the list of orders it gives no opportunity to return them because it says they dont accept returns on sale items. I am sure I should be allowed to return any footwear items within 14 days.

Tried to contact four times about returning the item, no reply at all. Now it's more than 14 days after my purchase. Meanwhile I am stuck with £100 boots I cant wear.

UPDATE: I've sent my order details to you by email, order no: 8845

2ND UPDATE: I have received a refund and everything is now resolved.

Only place I go to for my heels since no one else carries shoes that fit me quite like the ones on here

Amazing perfect exactly as the picture looks and quality shoes

Why you put order's contents sticker on the outside of the packaging so everyone can see it's contents. Not happy about it.

Also, your product design has changed but on the website it doesn't say that so I was disappointed when I received a different product.

Easy to order and got what I wanted quickly

Delivery was prompt, quality is good and look fantastic

Fast and good service.
The shoes arrived in just a week in Sweden ❤️

Beautiful shoes once again, both pairs arrived in lovely boxes, great quality, good delivery time and service.

If you are looking for some special shoes buy from here, highly recommended, never disappointed with Banana Shoes.

Thank you x