Freedom of Movement Omdömen 416

If I could rate in the negatives I would. Worst customer service of any online shop I have ever experienced. Returned some shoes and it took 6 weeks for me to get the shoes back in the right size. Make sure you order the right size, otherwise you gonna get the right size after 2 months.

I am extremely disappointed with the service I received from Freedom of Movement regarding a repair on my leather laptop bag. I booked the bag in on 24 March, with the understanding that repairs take 4–6 weeks. During this period, I followed up in-store multiple times, only to be given vague answers and no real updates.

At the 6‑week mark, I was told that the bag had actually been booked in a week late, meaning the timeline I was given was inaccurate from the start. Attempts to contact customer support were equally frustrating — the phone number listed does not exist, and my email has gone unanswered for five days.

On 4 May, I was finally told the bag was ready for collection. However, upon inspection, it was clear that no repair had been done at all. After six weeks, the bag had simply been sitting somewhere without any progress. It has now been booked in again, restarting the entire process.

This level of disorganisation, lack of communication, and disregard for customers’ time is unacceptable. I expected far better from a brand that positions itself as premium. At this stage, I have completely lost confidence in their repair process and customer service.

Terrible customer service. They take too long to respond, requiring multiple follow-up emails. By the time they reply, my query was no longer solvable as it was time-sensitive. The message I received was also very generic; I could have obtained that information from the website or an AI robot. I logged a query to have someone competent brainstorm and see if they can come up with a solution.

Awful company. They didn't send the correct item. It took 2 weeks and 3 messages to get any response. They refused to do anything about it. Then sent me some new laces but not what was ordered. Then ignored further communication. 8 weeks on and I am out of pocket and ignored. Avoid.

I was incredibly diasppointed with the FOM team. I'd heard only good things, but I only had challenges. My honest experience below (Cavendish store):
1. The team did not know which items were on promotion when - I had to revisit the store three times for a basic purchase
2. The POS system overcharged on items and the store managers took 20mins of phoning corporate to be able to correct this
3. The staff were unable to do basic math to correct the POS error above
4. I paid for personalisation on the team's recommendation - and what came back was poor quality and completely invisible on the black leather. Had a team member been informed as to what would come back, I would not have purchased this. They themselves mentioned in-store that what came back from the factory was not what they expected and seemed like a waste of money.
5. No refund was offered on the personalisation and item above - after the store staff themselves saying that they thought this was unfair.

In short, there are other better options out there. FOM is riding a brand hype, but their customer experience is truly terrible. I won't recommend it to anyone in future.

Wish i went through the complaints section before i purchased from FOM Online, Aramex courier is just as useless. This is sad case of pathetic customer service. Don't think they really care at all. Cant get hold of anyone at customer service. Planning to make a trip to them in person.

I would recommend anyone purchasing from FOM to throughly read through their refund and return policy before purchasing anything. The worst I've every come across and for.a company y to call themselves Proudly South African, I'm saddened that this is standard that has come to be acceptable for South Africans

I love FOM but I waited over 7 months for a request I had for two of my vouchers. Mandy at Somerset West FOM was the only friendly and helping person and sorted me out within 48 hours.
Cheers to her !

If I could give them less than 1 - that is what FOM deserves. They delivered defective sneakers, agreed to a refund, accepted the defective shoes and failed to refund the money. Appalling customer service and don’t give a damned! They blame Paystack and Nedbank instead of taking ownership and sorting out the problem. It’s also impossible to escalate any problems because their phone number is not operational. Extremely disappointed in FOM 👎👎👎👎

Ordered weeks ago and haven’t heard anything.

Disappointing customer service - finding it very difficult to get a returns label.

I purchased my first pair of FOM Vellies in 2022 and, after just 12 months, the stitching had torn on both shoes, and the soles had stared to come loose. I had them repaired at my own expense, despite the expectation of better durability.

Last year (2024), I received another pair of FOM Standard Vellies as a gift. After only 11 months of light use—wearing them no more than two days per week—a tear developed near the stitching at the front of the shoe. This means I have worn these shoes fewer than 100 times. Given the premium price of these Vellies, I am extremely disappointed with the repeated quality issues.

Adding to my frustration is the lack of support from FOM. Over the past five weeks, I have sent multiple emails to their support team but have received no response or resolution. Since the shoes were purchased online, I am unable to return them to a physical store.

For the price, there are numerous alternative brands that provide better quality and customer service. I will be exploring other options for my next pair.

Mandy @ Somerset mall gave an excellent customer service over the phone as I wanted to do an exchange for an item bought online. She went an extra mile by looking for a store with the size i wanted and ended getting my size at FOM Kloof street cape town.

Thank you, Mandy.

I went to the SA, website and it redirected me the UK site. There they list some of the shoe sizes in UK sizes, as indicated by the "UK" in front of the number. On some shoes, however specifically the ones I bought, the sizes were not preceded by the letters "UK", which in my mind meant they were US sizes. FOM is an international company so why think otherwise? I just want to say that I don’t think that I have an ignorant US POV where I just think that everything should cater to Americans, in fact while I live in the US, I was raised in Canada and love supporting multicultural everything, including this South African Company! I also know how to convert sizes from UK/EU to whatever. The problem here is that the information on their site is confusing... Anyway I asked FOM UK to pay for the shipping back, but they have said this is not their fault and refuse to do so.

Don't bother with them. Reviews on their website won't be even published.

So, I ordered a jacket 5 days prior, for a short trip and payed £8.50 extra for fastest delivery method . 4 days later it's still being held in some warehouse with conflicting updates every now and then. Now I have to go and buy something on high street and will send theirs for refund. If ever going to be delivered anyways...

Really high quality clothes and shoes and great to be able to get them in the UK. I have had to contact customer service twice once because I used the wrong address when ordering and once because of a small error re my order. Customer service is excellent, and so refreshing. Quick to get back to you, and solve the problems quickly and politely.

I was a bit disappointed with the customer service from FOM. I wanted to order a pair of their vellies, but really wanted an alternative pair of laces to what was provided. I emailed to ask if I could purchase separately, or if not if they could include it with my order. Didn’t hear back and had to chase - eventually got an email back saying they didn’t sell separately. I asked if they could include it in my order as I am a returning customer. They simply said no. Having had a consumer goods business, dealing with online sales, I know their fulfilment house or manufacturer could have supplied or included in my order, but it just seemed my request was an inconvenience. I know they weren’t obliged to fulfil my request, but it would have been nice if they at least tried.

This is one of the most incredible companies! Product quality really superior. Both times I've ordered online deliveries were within 2 days.

Great product and outstanding service UK
The leather is so soft and comfortable and beautifully stylish. Super impressed
We were in contact with their customer service (thanks Lariska!) and their support was incredible. They have set their business for supply into UK to ensure they exceed expectations. Fab - big thank you

Bought a pair of their vellies.

Arrived in good time material felt good.

Both shoes where at a size 9 but the right boot was inch smaller than the left.

Returned at my own expense for them to take an additional cost of shipping off my refund ammount.