This is the first time I have shopped with Spartoo. Im pleased the selection was good and also that sizes were nor restricted. The goods look good quality easy to order and site appears secure.
I ordered a pair of Haviainas flip flops and when my wife tried them on we realised that the sizing was using the Brazil chart which does not match UK/EU. Unfortunately it had been four months since purchase and I thought that there would be no chance of return to Spartoo. I called customer service and they were great, sending me a return label for full refund (not even just a credit note). We will definitely use again. NB the shoes had labels removed but not worn.
I've been shopping on this website for more than a year. It's a French company and although they don't have a local office, they offer excellent service. They carry hundreds of shoe brands and offer a huge variety of shoes. Their store policy is pretty classic - free returns up to 30 days for an exchange or refund, free deliveries, etc. However, their customer service is simply fantastic! They reply quickly to all their messages, and do a decent job of resolving problems. To top if off - they always ask if you were satisfied with the customer service representative. All in all, a good shopping experience - and they use trusted secure payment methods such as 3DSecure.
This website charges you even upon delivery for no reason. This is especially true when you are ordering abroad. I have been charged with 45 USD when I wanted to receive the item
I ordered a jacket from here and when it arrived the quality was horrendous. I sent i back and 2 weeks later still had heard nothing from them, i emailed them 4 times and no one bothered to respond to me. I emailed through their site 4 times, through facebook, through PayPal and through Hotmail. I have now had to dispute my purchase through PayPal as no one has bothered to contact me.
Disgusting customer service and will NEVER use them again nor would i ever recommend them. Writing this i still have not heard from them or received a refund so my only hope now is PayPal.
Well I am stuck with a $80.00 pair of shoes that don't fit. Can't return because return from US will cost me half of the cost of the shoe. I guess posting on eBay is going to happen.
Hi Cindy,
First of all, I apologize for the hassle you've experienced with your order. The US is a new market for us, and we are still ironing out some issues, such as the free returns which we offer all over Europe but not yet in the States. While this is stated in the fine print, I understand that it is not something you expected to have to deal with. Again, I can only apologize as we are trying to improve our service to the US.
If you would be willing to give us another chance with the help of a gift voucher, I would encourage you to contact our customer service at adriana@spartoo.co.uk and mention this message. We would be happy to compensate you in some way with a coupon or discount that you may use to get another pair of shoes.
Again, I am sorry to hear about this unpleasant experience, and of course that the shoes didn't fit. We look forward to hearding from you very soon so that we may rectify this matter in some way to your benefit.
All the best,
April Buchanan
E-Marketing Manager Spartoo UK
They claim on their website that you can "cancel" or "modify" an order as long as it is not shipped and in preperation. However there is NO button or way to do so. You contact customer service and they never return your emails. They mail the wrong merchandise. It is just plain awful.
Hi Leiann,
I do apologize for the hassle you've had canceling your order, and getting in touch with our customer service. I can assure you we are here to answer our customers' emails and calls, but as the US is a new market for us (we are based in France), and we are still ironing out some issues; as a result the customer service is backed up with emails. I realize this is no excuse, and I understand your frustration. Did you receive a wrong item? Or were you able to cancel your order? Again, I can only apologize, as we are in the process of improving our service to the US. If you are waiting for a refund or cancellation, please don't hesiate to call us directly between 9am and 5pm Paris time (which is 6 hours ahead of EST) and mention this message.
In the meantime, I will put your message as a priority for the customer service to contact you and see what is happening with your order. Again, I am sorry to hear about this unpleasant experience. We look forward to hearding from you very soon so that we may rectify this matter in some way to your benefit.
Kind regards,
April Buchanan
E-Marketing Manager Spartoo UK
This site is simple to order from and very easy to use! I ordered a pair of UGGS for my girlfriend for her birthday. Not knowing which size to order, I contacted the customer service and they really helpfull and very understanding. I wish all customer services were like them! Anyway, I recommend them and I'm sure they all must be wearing UGG's in their team.
When I received the parcel they were certainly well packed, arrived on time and pleased my girl for sure! That made me happy and her too of course!
All in all a great online experience – thanks Spartoo!
We ordered a pair of slippers from Spartoo.net. When they arrived, it was clear from the defects that they were irregular factory 2nds. It took multiple emails to the company before we even received a response, and weeks would go by without any kind of follow-up. Even though the slippers had been shipped from a facility in the US, we were instructed to return them to Europe, making the exchange prohibitively expensive considering the $50 cost of the slippers. We were also told we had only one month to return the shoes from the day they arrived--when we finally received a response something like three weeks after the arrival date and my initial email to them (which contained photos of the slippers' obvious, patent defects). In the end, we were forced to take the slippers to a cobbler who attempted a repair for $15. Will never order from this company again.
Absolutely awful support. Zero customer service. My order has been lost and after now a week of trying to contact (erin at spartoo.net; adriana at spartoo.net; alice at spartoo.net. I have had no response to anything, my card has been charged with no information on anything.
AVOID
Mark
Hi Mark,
I am so sorry to hear about this terrible experience you've had with your order. Unfortunately we are still working out a few bugs with our US shipments, as this is a new area for us (we are based in France). The orders do take some time to arrive, and I am confident your order is on its way. Our customer service replies to every message as soon as they can, but there is a lot of backlog for the English-speaking customers (UK and US). If you would be so kind as to email me directly (april@spartoo.com), I can have a look at your order and see what the status is.
Alternatively, you can try calling the customer service number, as long as you call during our business hours which are 9 to 5 French time--this is 6 hours ahead of Eastern time, so you'd have to call between 9 and 11am Eastern time in order to reach us by phone before we close.
I do apologize for the inconvenience caused with this order, and I sincerely hope we can resolve this issue for you and earn your confidence in our online store. I hope to hear from you very soon!
All the best,
April Buchanan
E-Marketing Manager Spartoo UK
Pretty poor overall experience. Bought a coat seeing it was a good price and free returns advertised, then read the small print... It seems to be a market place type website so you're not actually buying from spartoo, this supplier didn't have free returns, asked for a tracking number which meant special delivery as recorded doesn't actually track it, that cost £11.
The website had the next size up so bought that, then they contacted me to say the didn't actually have it in stock despite the website saying it did. Got a refund on both but they wouldn't refund the postage so it cost me £15 for nothing. RUBBISH. Good point as the reason for the star is tht they respond quickly to emails, even if it's not what you want to hear.
Hi Will,
I'm so sorry to hear about this terrible experience you had using our website. Spartoo does indeed offer free delivery and returns for our items, but its true that vendors on our Marketplace (products marked "partner product") have their own customer service, delivery and return methods. I am very sorry to hear that the Marketplace vendor was not up to par for you. I wonder if you would be so kind as to let us know which one it is so we may make a record of this? We certainly would not want to have a vendor on our site that is not providing the services we expect them to.
I would invite you to contact our Customer Service directly here at Spartoo UK so that we may provide you with some compensation in the form of a discount voucher you may use to give Spartoo another try. You can reach us at 02030264358 or Adriana@spartoo.co.uk, and don't forget to mention this message.
Our customers' opinions are very important to us, and I sincerely hope we might change your mind about using our site.
I look forward to hearing from you, and I do apologise once again for the inconveniences caused with your purchase and return.
All the best,
April, Customer Service Manager
Ordered 2 pairs of trainers size 8 & 9UK on 27/02 for my birthday (12/03). Arrived 03/03 both wrong sizes (8.5 & 9.5 US) picked but kept 1pair (8.5). Thought i'd give them 1 more chance. Sent 9.5US back for a size 9UK Could not get hold of customer services at all by phone. Got sent back a 9US (so 8.5UK). Tried calling customer services could not get through for 2 days when i did was told send back immediately and they had correct item in stock (even though website said it didn't). The rep said send call back with proof of item sent and they will send it out immediately (17/03). Friday 24/03 still no item had enough asked for my money back. No offer of any kind to say sorry or anything didn't seem to care. Ordered from another site friday, trainers here saturday (and the right size)cost £10 more but am happy.
Hi Sb,
I am very sorry to hear about your experience and the hassle you've had with your exchange and the sizing. If you could give me your order number or your name via email directly to me (april@spartoo.com) I would be more than happy to check on the status of your refund.
Did you order your shoes from one of our marketplace vendors, or was it a Spartoo product? Because our Spartoo UK customer service is always available to answer your calls and emails; it is very strange that you did not have news from them.
Our customers' opinions mean a lot to us here at Spartoo.co.uk, and we would be happy to offer you a discount voucher so that you may give us another try. I urge you to get in touch with me right away so we can resolve this matter as soon as possible. I do apologise once again for the inconvenience you've had.
Kind regards,
April Buchanan
Customer Service Manager
Be trying to get these slippers everywhere and then went on your sight and found start away. Hope they will arrive soon.
I ordered my shoes on the 17/07/2013 my shoes arrive on the 24th of July Great! Right? No. They sent out the wrong size because apparently there shoe sizing charts are wrong. "Europe's No. 1 online shoe store" doesnt even know how to size shoes. And so I send them back and was told when I send them off the new pair will be sent off immediately and they will be sent by UPS so I will get them quicker. 30th of July I still have no shoes so I ring up and am told they have not even sent off my new pair yet at which point I asked for a refund. I will not be doing business there again as the service was very poor.
Sent for shoes, received them and then tried to return them (why did I even bother). I logged into my account only to be told that my password was incorrect. They sent me at least 10 new passwords which didn't work (very strange seeing that they sent them to me). Tried the customer service number which they gave me - only to be answered by an answering machine saying that they were closed (what good is that). I would never recommend this website to anyone. Still trying to get a returns note (I live in hope that I will finally get through) ***** WARNING ***** DO NOT BOTHER WITH THIS SITE UNLESS YOU WANT TO BE RIPPED OFF
I am very sorry to hear about this horrible experience you had with ordering from our site! Sometimes this password problem can happen when customers use Paypal to purchase, and there is no password created for your customer account--which means that the "new" password that would be automatically generated will never work because there is not an old password to replace. It is a bug on our site that we have been trying desperately to correct. However, our quick and competent customer service team would be more than happy to correct the password problem for you in just a few seconds. They can be reached Monday through Friday from 8 to 5 at 02030264358 or by emailing adriana@spartoo.co.uk.
I assure you we are a reliable company with many satisfied customers, and our customers' opinions are very important to us. When you contact the customer service, please be sure to mention this review, and we will be happy to offer a discount voucher that you may use to give us another chance.
I sincerely hope that the problem has been resolved, but if not please contact us as soon as possible so that we may help you. We would be happy to arrange for your free return with an exchange or refund. If it has been resolved, I wonder if you would reconsider your review of Spartoo on this website, as we sincerely make every effort to ensure total customer satisfaction.
I apologise once again for the inconvenience caused, and I look forward to hearing from you very soon!
April Buchanan
Customer Service Manager
april@spartoo.com
Really frustrated with this company I bought some shoes which are too small, I'm trying to return them ATM I have phoned the company 6 times now to get a Return Code which has been advised on the delivery document lines always too busy, left two messages with phone No to phone me back -- Still no Call What does a girl have to do to speak to someone?
Hi Rose,
I'm very sorry to hear about the difficulty you are having getting through to our customer service! Would you be so kind as to contact me directly with your name and order number? Also, could you tell me if you are a customer from the UK or from the USA? I will then contact my colleagues in customer service directly to see what is causing the issue, and they will be able to contact you directly.
I do apologize for the inconvenience caused, and I hope to hear from you.
Sincerely,
April Buchanan, april@spartoo.com
E-Marketing Manager Spartoo UK
Love this site! I've ordered with them four times since they opened in the UK a few years ago, and everything has been no hassle whatsoever.
As they are partly based in France, they have a great selection of brands that I have such a hard time finding in my area. Finding what you need is so easy thanks to all the different filters, and checkout is an absolute breeze (especially once you've created your customer account, since you don't have to put in all your details over and over again). They offer free delivery, and my latest order arrived in 3 days, which was more than satisfactory for me. I've had to contact the customer service centre on a few occasions regarding returns, and the girls who work there just couldn't be nicer. The returns policy is also a breeze, as they allow for free returns, for any reason, within a 30-day period. If you need to return an item, you simply request this yourself from your customer account, and they send you a pre-paid return label by email that you print out and then you can drop off the item at the post office free of charge. From there, they ask for your proof of postage receipt, and once you give them this information, they process the return right away, instead of waiting to actually receive the parcels. I got my refund the day after I dropped off my shoes at the post office - doesn't get much quicker than that! Great shopping experience overall and would highly recommend.
Figured it was time to add my review, as I've shopped with this site a few times this year! I really like this site as they have a lot of brands and styles that I don't often see on other popular online shoe stores. Perhaps this is due to the fact that they started as a French company, and thus have a more "continental" style that I personally really like.
The website is very easy to use and there are many filter options (size, colour, price, gender, etc.) so that it shouldn't be too hard to find what you are looking for. There are also multiple pictures of the shoes from different angles, which is nice as online shopping is always taking a small chance since you can't actually try on the shoes before you buy them. There's also a section that lists the product specifications, including heel height, calf circumference, etc., which is always helpful!
As far as shipping and payment is concerned, they have everything that one would expect from an online shoe site. Payment by debit/credit card, Paypal, and Amex, option for delivery to an alternate shipping address, and 3 different delivery options, including a free delivery service!
Returns are also a breeze – free of charge using a pre-paid printable return label, and you just drop your item off at the post. I received my refund within 3 days of posting my return.
Great shopping experience all around and I would highly recommend.
REF number 0i3X5Y6k2F7J5G
I was so shocked when I bought some trainers online and due to the fact that we sent them to the Canary Islands as it was a birthday present and we were spending our holidays there we had to pay 18€ to pick them up.
The trainers didn't fit and as we saw that it was free shipping from mainland Spain we decided to bring them back with us to Madrid and send them from there. When we phoned the company they said that they were not able to send us another sticker for the box and even although we were sending them from Madrid, which was free, we had to pay for the full price to send them to France. When we went to the post office they charged us 40€! So we ended up paying 58€ and we just to receive and return something.
The company says that they can't do anything about it. This is unacceptable, if the company hasn't got the resources to re-print a sticker they should not be in business. I have previously bought and returned thing both from Asos and Top Man and never had a similar problem.
Hi Elijah,
I am so sorry to hear about the unfortunate experience you had with your order. We certainly do have free delivery and returns within the UK when you place your order on our UK site. However, for free delivery and returns to/from Spain, you would have had to purchase directly from the Spanish site, as we work with different delivery services and courriers throughout all the countries that we do business in. Unfortunately at this time, we are not equipped to handle orders with purchase in one country and a return from a different one.
To help me understand your situation, as I do not have any of your order information provided for me here, did you purchase from the Spanish or the UK site?
A UK returns label would not work for a free return from Spain, as it is only valid in the UK. As you did have 30 days to make the return, it may have been easier to wait until your return to the UK and use your free UK returns label, but I understand if this was not an option for you.
I'm sorry to hear that we were unable to find a solution for you and that you paid for your return from Madrid. Our customers are very important to us, and we would like to find a way to compensate you for this inconvenience. If you would be so kind as to contact our Customer Service directly at 02030264358 (UK), and mention this message, we would be happy to provide you with a generous discount voucher that you may use to give us another chance on a future purchase, and perhaps change your mind regarding the quality of our services.
I do apologise for the costly inconvenience, and I sincerely hope we may be able to rectify this situation for you quickly. I look forward to hearing from you soon.
Kindly,
April, Customer Service Manager
Ordered a versace jacket and am now worried the wrong thing will come or it won't turn up due to so many bad reviews
Overview
Spartoo UK has a rating of 1.5 stars from 47 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Spartoo UK most frequently mention and customer service. Spartoo UK ranks 571st among Shoes sites.
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Hi Lindsay, I am so sorry to hear about your horrible experience, and I apologize for all you have been through! Our Customer service is available every day from 9 to 5, via email and phone. If you have sent emails to Adriana@spartoo.co.uk, all emails are replied to within a day, and all phone calls (02033 182709) are answered as they arrive. Of course, we can only issue refunds for Spartoo items. If the jacket was a Partner product, then that Marketplace Partner is the one who would receive your return and issue your refund. I Wonder if this is not the case? You mention contacting us through Hotmail, but that is definitely not one of our modes of communication, so I am worried that you may have been contacting the wrong vendor in vain. If you would contact us right away at the email or phone number I've listed above, I can assure you there are helpful people on the other end waiting to help you. We would be happy to provide you with a discount voucher so that you may give us another try. We can also look at your order (from the vendor on our site, possibly?) to see if the return has been received. I do apologise once again for your bad experience, and I sincerely hope you will contact us as soon as possible so that we may help you resolve this matter.
Kind regards,
April Buchanan
Customer Service Manager