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Review summary
Church's Shoes has room for improvement based on customer feedback. Customers particularly appreciate service and quality, though some mention concerns about customer service and expensive.
The best day of my life that I discovered Church's shoes. Last year went to the London shop at Jermyn street. They provided great service to deliver the shoes at my hotel. The shoes have a perfect fit from the moment I put them on. Went on that day visiting two museums and never took the shoes off. Yes expensive but worth all the money because they are ready to wear because of the fine leather. This year I am ordering again a pair of Oxfords (Consul). Size 8.5 last G. Can't wait untill they arrive through the Brussels store. Church's thanks you ever so much. Mr. Bout - Netherlands
⭐⭐⭐⭐⭐ for personal service
I had the pleasure of being helped by Idjana at Church’s on Jermyn Street, London, and I can’t speak highly enough of her. What began as a frustrating experience with the main customer service interaction quickly turned into one of the best examples of customer service I’ve ever encountered—thanks entirely to her.
Idjana went above and beyond to not only attempt to resolve the issue I was facing but did so with genuine care, professionalism, and attention to detail. It’s rare to come across someone so committed to making sure a customer leaves happy, and that’s exactly what she did.
Her empathy, product knowledge, and proactive approach transformed my day. This kind of service is what builds lasting customer loyalty, and Idjana is a true credit to the Church’s brand. Thank you!
Relatively brand new pair Church Grafton , lace broke , opened a new spare and lace snapped when tightening shoe .
Complained to Church’s Whatapp with pictures and an anonymous respondeehas put me through the hoops with records and numerous angle pictures of a broken lace on a 1k pair of shoes .
Ridiculous attitude and nothing compared to the historical high service that Church’s offered pre their sale. Couldn’t bring myself to buy again and they seriously should invest in proper customer relations staff , not acceptable .
PRADA has scattered the brand. Rubber soles with fake seams. -Church was a brand that stood for quality.
I pay for quality not for the brand. So now I have to look further for the real thing.
Good and bad.
1. Regent Street branch - any chance you could answer your phone when customers call during your working hours (10h10)? Or since you were bought by Prada are you now working to Italian hours?
2. Burlington Arcade branch - Louis thanks for answering your branch's phone and helpfully telling me the cost of a sole replacement, and carefully explaning the process. Great service Louis, Regent Street could learn from you!
I bought a pair of Church's loafers online at the end of November 2019. They didn't fit well, nor did I think they looked particularly good, so decided to return them. I took them into the store at the Royal Exchange to return them, and was surprised to learn that they could not assist me because they (the physical store and website) are two totally independent entities.
Anyway, I then had to go through the prices of an online refund, including a courier pick up. I was to notify Church's of my request within 14 days (I did) and to arrange the collection within a further 14 days (which was also done in time). The shoes were collected by the courier on 16th December. Since then I had heard nothing from Church's: no confirmation of receipt of the shoes, no confirmation that the refund would go ahead, nothing.
Then, on 3rd January, I called them for an update. Turns out the shoes were received and approved for a refund over a week ago. I was told this was a very important step in the process before a refund can be authorised. When asked when I would have been notified of this important step if I hadn't called today, I was told that it would have been today, incredibly.
The lady I spoke to blamed the delay on the "very many emails" they have received.
The refund could take anywhere between "1 hour and 10 days" to hit my account, meaning it could be fully 6 weeks from initial notification of refund to actually getting the money back.
Poor quality shoes for the price - 7 months of intermittent use in an office environment resulted in a very large hole in one of the shoes. Told that this is simply the expected wear and tear of the shoes and not a product fault - not the best advertisement for luxury goods. Especially when every pair of shoes I’ve ever owned, some at nearly a tenth of the price, lasted for years longer without any similar issue. The Customer service on the back of this hasn’t been great either. Being offered a 30% reduction in a repair cost that’s frankly extortionate on its own isn’t exactly the resolution I was after. Very disappointing and a dissatisfied customer all round.
I keep on buying loafers from Church's and I think I realized the reasoning behind it:
1) The stitching on the leather is pristine;
2) They look absolutely stunning - the artisanal expertise always brings me back to this brand.
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