Drmartens Omdömen 

I have now asked customer service, via email, the same question 3 times. I do not believe that customer service has yet understood my simple question, even though there has been increased levels of sarcasm.
Will the UK store deliver to Australia when the Aus store do not offer the same product?
Is that a difficult question? I only want a pair of shoes and am willing to pay shipping. Stop referring me to the Aus store cos they don't have what I want to buy.

Another big company out of touch with its customers is Dr Martens. My online order was received, but it came with 2 different sized boots - one size 9 & the other size 9.5.

Unless I was expected to hop around, I needed to return them. The rigmarole I went through was ridiculous. I needed to photograph the boots from a variety of angles, send in the pics, along with a photocopy of the receipt...

This would have been difficult enough for an able-bodied person, imagine what it was like for someone with mobility issues.

Dr Martens, you need to remember that without us consumers, you would be out of business. Get your act together, stop taking people for granted and treat us with respect.

I needed some insoles for my shoes so i ordered them online to be delivered to my Aramex shop and ship address in the UK (I live in Qatar). The order process was pretty smooth and I received an order confirmation, the following day I received 2 emails from royal mail, 1 advising that delivery was due that day followed by another confirming that the parcel had been delivered, I waited for about 15 days and received no advice regarding receipt from Aramex. At this point I checked the tracking info and found the so called proof of delivery to be a picture showing nothing but a large pile of parcels with no proof of anything, I emailed Doctor martens and asked them to follow up, they failed to respond, I then sent a reminder 4 days later and they still did not respond.
I then called them from my personal phone in Qatar 3 times before getting a response, explained the situation, they said the parcel had been delivered so I explained the tracking info did not show proof of delivery, at that point they advised I would need to fill in a declaration form that they would send me that day.
Over 3 month s later and 6 international unanswered phone calls I still have no form to complete and no insoles.
You had a good product and a lifetime customer from wherever I was working in the world.
Now you have a lost customer who will warn others about your lack of service

Horrific!

I broke both my ankles 2 years ago and find that doc martens are the only shoes with supportive soles whilst still looking stylish. But I am now on my 3rd pair of returned sandals. I own them in black and white, black have been returned twice for breaking: I bought the white pair 1 month ago and haven’t really worn them! Until yesterday on a family day out when the strap completely snapped whilst I was walking causing me a great deal of pain and causing me so many issues, metal work now agony and can barely
Walk. I also had to return 2 pairs of my winter boots and a the customer service is as others have said SO BAD! RUDE, and just awful.

I won’t ever buy from dr marten ever again, which is so upsetting as I love their products but they are now badly made and cheap!

Servizio clienti ridicolo. Porto il 48,5 e ogni azienda lo fa lungo o corto come gli pare, quindi vado con i centimetri. Sulla tabella di conversione loro ti dicono, giustamente, di controllare la misura giapponese, visto che è in cm ma, arriva fino al 47. Gli scrivo un email spiegando il mio problema e la risposta è guarda la tabella online. Siete Idioti o non leggete l'email? Parliamo di 240 euro di scarpa. Cmq ordine effettuato, scarpa comprata alla cieca. Pago 11 euro in piu di spedizione per averla in uno o due giorni lavorativi. Ordine effettuato martedì, mi arriva email che dice che arriva mercoledì. Mercoledì arriva un email dicendo che la consegna è stata spostata a giovedì, ok. Sono le 18 e io la consegna non la vedo... Vi aggiornerò e nel caso modificherò la recensione.
(aggiornamento)
Il pacco è stato smarrito da ups, avvertito il servizio clienti drmartens ho ricevuto immediato aiuto. Alla famosa domanda posta al servizio clienti non ho mai ricevuto risposta ma, il problema scarpe perse è stato risolto.
Oggi ho ricevuto il pacco e va tutto bene.
Grazie a Marika L EMEA Customer Care Adviser per l'assistenza

Seriously don't bother. This used to be a good company but now they do everything on the cheap and their products/ customer service are a disgrace.

They sold me a pair of sandals that were so badly designed that they rubbed my feet raw in the matter of a single day.

It then took 2 weeks of ignored messages and arguing over the phone with a succession of people who only had enough English to read their scripts before the company finally agreed to arrange a return and refund. The first QR code they sent didn't even work, the second did but now that I have returned the item and emailed them proof of postage they are completely ignoring my request for a refund .

Honours their warranty!

Pair of Chelsea boots developed a split along both inner seams within a year. Customer service was quick to offer a replacement and managed the process smoothly.

Bought vegan chunky sandals last summer. Barely worn as 1. I work full rime 2. Wear at weekends 3. Summer doesn't last long!

Wore last weekend and the strap came away. They are a year old so dont fulfil the returns process. Tried unsuccessfully to email and voice my frustration. That's a task in itself. Don't respond.

My husband tells me it's my own fault for buying plastic ( vegan) sandals and not leather.

Not good quality item for price. Very disappointed and will never buy dr martens again

I've been wearing Docs since I was an Art student 40 years ago. My second pair lasted for over 18 years, and I've had others that lasted well over a decade. When they wore out, it tended to be the tread wearing out and a crack appearing across the sole: fair enough - I'd have walked several thousands of miles in them.

However the left of the most recent pair - just under 2 years old now - hasdeveloped an almighty split, a crack running longtitudinally along the length of the side of the sole, below the welt. It renders them totally useless for wet weather. So, why? They've undergone no particular stress, they've not been involved in any accident, I haven't changed the way I walk... they've just split. I've certainly never seen anything like this on a shoe beforehand. The black adjacent to the yellow stitching is separating from the brown sole below.

I'm loathed to shell out another £150 if this is going to happen on the next pair. C'mon Docs - get your act together. Is it acceptable to put out substandard stuff these days? Er, no.

Long term customer, now EXTREMELY disappointed. I understand other brands are available...

Worst returns process and customer service team, ever! I bought my Dr. Martens boots but once I finally got them after one month of wait, I had to return them as they were too wide for my feet. I followed the return process, attached the label Dr. martens team provided and it’s been almost two months that the package is stuck at Swiss customs. I’ve contacted Dr martens customer service team numerous times and at the beginning they were “checking” and all of a sudden they stop replying my emails. I strongly recommend people to avoid buying this brand if you don’t know perfectly well how the sizes fit to your feet. They ship from USA (which is something not mentioned in the webpage) and it is a nightmare to return packages to USA.

Bought dr Martens in 2019. I got myself 1460 smooth leather lace up boots. At first I loved them despite the fact that they were hard and I had to break them in. Wore them occasionally, as I am someone who has many pairs of shoes. What I am most disappointed about is the fact that leather cracked very badly ( I was using leather protection from the start) in the areas where boots bent. Also, leather started flaking off. I have never seen it before on any shoes I wore. I am not heavy boots wearer. I'm not going for concerts or festivals. My boots are more for fashion than for anything else so they aren't worn all the time hence I cannotsee the reason for this kind of condition. My only regret is that I haven't contacted Dr Martens when they were still on warranty, but if I recall they weren'tlike that then. I contacted them recently, to let them know how disappointed I was and how bad their product is (not for refund). I got reply that warranty run out (like I wasn't aware of it) and that I should be using their wonder balm so this wouldn't happen. Seriously?! I was using proper shoe protection but it's their wonder balm that would "save" my boots from damage. I don't think so! Product they make isn't worth the money they charge it. Be aware that after over 2 years I still get blisters from boots, this is how hard this leather is. My partner also bought shoes from them and he is also disappointed. His shoes are so hard that he is unable to break them in. Overall, waste of money for the overrated product. They look nice but they lack quality company claims to have.

Very happy with 6 eyelets boots received today
Cheers Theo F for great customer service.
Kevin C

I've been a proud and happy user of Dr. Martens for years but this is where it ends.

The quality of the products is well below what I was expecting. Recently both me and my partner purchased their plant based, vegan friendly boots. a few months later, they started discolouring and a layer started peeling off.
Contacting their support team with a request for a way to protect the boot or perhaps some coating material that we can apply, triggered the default response of "out of warranty - wear and tear". Wear and tear is a term that was never used previously with any of my docs.

They have obviously chosen the "fast fashion" - sell to the masses strategy over repeating business as they have lost us as customers.

Shame.

I have been a DM customer for YEARS.

The style of the brand over the years was only matched by it's quality.

Sadly, over the last five or so years, the quality of the boots has dropped through the floor.

I am one of the For Life customers - a schema which is thankfully still honored - which gives customers who bought into it a replacement pair of boots when they wear out.

Over the last three years I have had a leather pair of 1460 boots and a vegan equivalent wear out. The former had the leathers crack and the latter had - after about ten months - the left sole ripped horizontally.

I wear them for work - my work is not kicking walls down or running over glass. I have never known DM products wear so fast. I had previously a pair of leather 1460s which lasted about three years with daily wear - the uppers and sole finally went - but after a really long time.

This is such a shame to see a once fine brand produce products which do not last.

Please Dr Ms - are you trying to fail as a brand?

The only bonus has been the honoring of refunds - but putting out products that wear out so fast cannot be sensible.

I love you guys - as many do - but you have to look at the quality of the gear you are putting out.

bought first pair of boots 5 year ago and loved it so i decide to buy the exact same model in december.
is now january and the elastic part on the side is already broken, literally the elastic break and now the boot is not tight.
£150 wasted and i didn't received a reply to my email.
professional

Ridiculous amount of time waiting for a refund for quite possibly the most uncomfortable boots I have ever had on in my life. Apparently can take up to 14 days for the return to be inspected. Would not recommend to anyone.

Returned a pair of boots. 9 days ago the boots were delivered to the return adress according to GLS. Haven’t heard anything from DrMartens yet. They owe me 150 €. Poor service.

Surprised to see so many negative reviews, I bought boots, they arrived quickly and I've had no issues whatsoever.

I purchased a pair of boots for my Mrs and I had to send them back I received an email on the 13th of December saying my refund would be with me in 3 to 7 days its now the 30th of December I have left a further 3 emails and heard nothing back I don't think I will get my money back so I have basically just lost £160 happy new year !

I was bought a pair of Dr Martin Brown Gaucho Crazy Horse shoes three years ago. During that time I wore them three times and I had used the correct Dr Martin cleaner to preserve them. Just before Christmas I started to wear them again only to find that the sole was coming apart from the upper. After numerous attempts I eventually made contact with Dr Martins through a third party. It was impossible to speak to a human voice only though e mail. The fault was due to a manufacturing fault which Dr Martins should have remedied. Apart from automated replies I have been ignored. I have noticed over the fifty odd years I have been wearing DMs that the quality and care control had deteriorated over the years. I have bought my last pair of DMs as their after care service is the poorest I have ever had to deal with.
Peter Davey