OFFICE Reviews

After waiting for days past my longest estimated delivery time, i raised a query of the order being lost. I eventually received an email telling me that an investigation was being raised and i would receive a response within 72 hours. After waiting for 4 days without a response, i got back in contact asking for an update and at this point Office accepted that the order was missing. I was informed that a replacement order would be sent out and that i would be sent another email confirming it's dispatch, however, after waiting for another two days without receiving any communications, i once again had to initiate contact with their customer service looking for information as to what was actually going on. After questioning the lack of confirmation of the replacement order being shipped, i was told that it was in the 'first stages of processing' and would take another 3-5 days before even being dispatched to the courier. It is currently 15 days since i placed the order and taking into account this 'processing' time and the subsequent delivery time, will likely only arrive well over 3 weeks after placing the order, despite having a quoted delivery timeframe of 3-5 days. The order was a birthday gift and was placed with the intention of arriving well before the date in question, but will now arrive weeks after this date. It does not appear that this is an isolated incident either, as there are numerous other recent reviews stating missing orders with the courier, Yodel. I would recommend against using Office and would use an alternative more reliable shop. ________________________ Following on from this, almost a week later, after receiving no communications regarding the order, I had to spend even more time attempting to get through to a customer service assistant. When I was eventually able to, I was informed that the replacement order was still being “processed” and was still not closer to being dispatched. It is now 3 whole weeks since I placed the order and to my knowledge, based on all of the information that I have been provided by Office, it is still no closer to being dispatched. To reiterate my previous statement, I recommend using any alternative online shop, you will have a better experience than attempting to deal with Office.

Don’t buy an Office gift card. I wanted a specific pair of shoes so got a gift card from my family for them for my birthday. Annoyingly, you can’t use a gift card and pay for the rest with your card, you have to top up the gift card. So I topped up my gift card with £9.99, when suddenly the balance went to £0. It took days for the balance to come back, and by then, the shoes had sold out. Now I have a gift card that I can’t spend on what I wanted, due to their error. While trying to sort out what was happening with the gift card, I spoke to 5 different customer care agents all on the same email thread, each as equally unhelpful as the last, who were incapable of reading the previous messages. Now they won’t refund the gift card even though it was THEIR error. Way more hassle than it’s worth, even if everything works “correctly” you still have to top up the card. Don’t bother.

Absolutly descusting customer service was brought some boots as a gift that diddnt fit me. Tried to exchange them in store but they wouldn't let me as diddnt have the recept so they said illd have to email customer help, I've now emailed them 3 times and every time you get a email back asking for information on where they were purchased the date ect so ive tried to email back with all the information and they reject your email everytime so theres absolutly no chance of returning. definitely AVOID!!! buying anything from them

My package was never delivered. I feel the courier Yodel are at fault as I believe the driver stole my package but yodel keep telling my to go to sender, the proof of delivery that office has sent me from the yodel delivery driver was just a cardboard box. This cardboard box was addressed to someone else which contained a sink! Not my 4 pairs of trainers that I ordered on the 22rd of Oct paid next day delivery for costing me £284.99! I wish I had read these trustpilot reviews earlier. Yodel and office are very disappointing & I am still struggling to get any response and support to resolve this!

Ordered online. 1 pair of shoes was cancelled by office. Next thing I know I have an email saying they are uncancelled and are in their way. The money is taken from my account. They never arrived. I went in store who couldn’t sort it out but gave me a ‘help’ email. They replied to my initial email saying they’d raised an issue with yodel but may take 5 days to get back to me me. 9 days later I sent a chase email - nothing. A further 3 days another chase email - nothing. We are now nearly a month after I was supposed to receive the shoes. I have tried the online chat a couple of times but have failed to get through both times. I am currently 15 minutes into starting an online chat and have had no response from a real person yet. There is no number to ring. I will not be dealing with this company again. Update - got through on the live chat after half an hour. They sorted out the refund….. to arrive in 5 WD, almost 6 weeks after the original order. They claimed no contact due to not having my email correctly (despite me having received an order confirmation and yodel confirmation), so frankly I think they’re lying. Claim to not be able to see my emails- I’m thinking couldn’t be bothered to look. Offer of 15% off next full price order (after prompt). I have been out of £120 for 6 weeks and had to drive to a store to get this sorted. I won’t be accepting. This was a shambles.

Bought some Timberland Boots in a sale. I recieved confirmation email but then no boots. A week late boots are back at full price and still available in my size. But have been sent a cancellation email stating out of stock!!! Terrible trading standards AVOID

I can’t believe that I thought buying shoes from Office a second time would work out better than it did the last time I left a scathing review. Yet again the shoes I have ordered have not turned up. Twelve days have passed and the courier company have clearly lost my parcel and customer services apparently can’t do anything about it until they receive ‘feedback’ from the courier company. I want my money back!!!! Yet again I say, how is this company still trading?! Do not buy shoes from Office unless you want to be out of pocket with no product to show for it.

Purchased a pair of shoes, wore them twice and the upper completely tore from one end to the other. I contacted customer service and sent many photos showing the extent of the damage where you could quite evidently see they had been barely worn. In order to process a refund I was told I would have to pay recorded delivery to send these back to them myself without any guarantee of getting my money back! Very disappointed, terrible quality shoes and poor customer service. With such an obvious quality issue a customer should not be expected to have the hassle of queuing up at a post office and paying £10+ to send the shoes back for 'inspection' especially without the guarantee of a full refund .

I ordered trainers online which arrived in only 3 days, great! They did not fit so was advised I can return to store. I returned these to the store and the woman instore confirmed my online order details and confirmed my return (even offered to order in bigger size and send to address on file, nothing arrived) and then advised I would receive email confirmation as this was an online order so seemed legit, I mean office are a big company why would it not go through smoothly. I paid for this order using klarna and for those who use it know you can record on the klarna app that you have returned an item. Over a week later klarna notify me saying office rejected my return and now they want me to pay for trainers that the store have. This is so unprofessional and I have been sending emails back and forth to try have this resolved and calling stores but at the moment I am left without my purchase but still having to pay for the order although it was returned. My order number W75048302 jusy incase office want to help their customer.

These frauds are selling counterfeits. I have ordered a NB trainers on sale and I received a 100 % fake one. Done thorough research and even contacted New Balance to confirm it's fake. Returned the item and received the refund.

lost my order and is verifiable by the tracking. having to battle for a refund. Its been over 2 months. Worst customer service and sales team I have had the displeasure of interacting with.

Genuinely from start to finish the worst customer service experience, avoid like the plague if you value your sanity or respect yourself even a little.

WORST COMPANY TO DEAL WITH EVERY WAITING OVER 40 DAYS FOR A REFUND TOLD ON 28TH OCTOBER UPTO 5 DAYS AFTER WAITING 30 THEN TOLD NOTHING ON THE SYSTEM THEN ADDED ANOTHER 7 DAYS ONTO MY WAIT UNRELIABLE COMPANY

As with many others, we used click and collect based on stock being supposedly available for next day collection. Following the same theme as others, zero communication the next day, clearly a stock mess up, and an utterly hopeless chat service with people who have no additional information. Given the urgency we've also placed another click and collect at an alternative store that supposedly has stock.. Not holding out much hope. Pathetic.

Absolutely disgusting experience with Office. I bought a pair of Converse Chuck Taylors that turned out to be mouldy inside after just a few weeks! Yes, actual mould growing inside the shoes! They tore up my feet, caused blisters and irritation, and when I handled them I even ended up with throat irritation from the mould exposure. I sent photos and explained everything clearly, but every single person at Office just sent me the same copy-and-paste reply, telling me to post the mouldy shoes back to them so they could “investigate” the cause before even considering a refund. Why would anyone risk their health to ship contaminated shoes and why do they expect me to?! They completely ignored the health and safety issue and clearly don’t care about their customers at all. When I asked what would happen if they claimed the fault “wasn’t on their end” would they send the mouldy shoes back to me? They ignored that too, replying with the same message I’d already received five times. They’ve shown zero regard for customer safety or their legal obligations under the Consumer Rights Act. No accountability, no compassion, just scripted responses and refusal to take responsibility. They’ve also completely ignored my request to escalate the issue higher up. Absolutely disgusting customer service. Do not shop here. If something goes wrong, you’ll get nothing but automated replies and zero concern for your safety.

Placed an order for next day collection after 11 o'clock. Travelled to store to find no record of order & no stock of the shoes. Requested refund and am told shoes are on their way to the shop & Office will not refund me until they arrive, at which point I must contact the store & request a refund. Incredible hijacking of my money on false promises. It is now almost two weeks since placing order & I have heard nothing! Update 31.10.2025 I sent an email yesterday asking if they were able to refund me yet & explained what had happened. The responder clearly hadn't bothered to read my email as it said the shoes are at the store & to take my ID to collect them! Pathetic customer service. Update. The message below ignores the fact that my order stated next day delivery from 11.00 when I placed the order. I deliberately chose a shop showing they were available immediately. Office just parrot our responses without reference to the facts. Update 10 November 2025 This is a total farce now. Despite responses assuring me that this would be dealt with, I have just received another email from Office advising me that: "Your Office order is ready for collection"! Is incompetence their modus operandi I wonder.

Terrible customer service. Ordered shoes in store as didn’t have my daughter’s size. Was told next day delivery. They were needed for a wedding. 2 weeks later, no shoes and told they need to investigate with Yodel before sending me a replacement pair of shoes. Was then advised Yodel had lost them and will send replacement. Still waiting. Wedding been and gone. Absolutely useless.

I ordered some Dr Martens in an OFFICE sale and then made the mistake of looking at Trustpilot reviews after the fact. I was so worried they’d never be dispatched or would be lost by Yodel. In reality, I ordered Tuesday afternoon, had an email to say they were dispatched just over 24 hours later, and they arrived Thursday morning. Yodel even had full tracking with a map and delivery window. Shocking. The other worry reading reviews is that they would arrive damaged. They didn’t - clearly they’d been tried on before as the stuffing from inside the shoes was missing and the laces undone but I looked at them very, very closely and they are in brand new condition with no speck of dust or dirt anywhere. I’m really relieved, although they say lightening doesn’t strike twice in the same place so I doubt my luck would extend to another online order, or worse, a return!

Customer Service is a joke. After telling me they were not able to support with my request they blocked my eMail (after only 2 eMails back and forth). I had bought something in one of their shops and noticed 2 days later that they had charged my card twice with the same amount. I had been visiting as a tourist from another country so cannot go back to the shop and there is no eMail of the shop provided, so turned to customer support. In their final eMail they told me they weren't able to help and if they could assist further I should let them know. But then they blocked my eMail. And it's not that I asked for a favor or so, they made a mistake and now owe me money and refuse to help. This is close to scam behaviour.

Do not ever use Beyond awful Order never arrived and Office were unable to provide proof of delivery. When reported I was told I needed to fill in a declaration from took 2 weeks for this to be sent and then a further 4 weeks for my refund Customer service is nonexistent Please do not use Office go somewhere else even if a little more expensive