Grenson Avis 

Ordered a pair of Stella duck boots after having bought the very nice looking Dudleys for my son upon our last visit in London in a Grenson store. For his shoes we had a discount as they were in sale in the store and right after the purchase on that same day I checked their own website just for the other London stores and noticed the discount online was much bigger. I felt really upset with that and sent a mail. I did get a friendly reaction to my mail saying they could understand my frustration but.. and the ability to send it back and repurchase online.. My son had already taken them along plus I would never do such a thing. Sending complaints is also something I hardly ever do. Later on I thought it was just bad luck and bad timing and as I really liked the look of their shoes in general, as I love the London shoe style, soon after bought a pair for myself in sale online to send overseas. I read the sizing info carefully -which I do find very clear on the site - and decided to take a 5,5 in stead of my regular 5. Then at least they would not be too small and I could wear a thicker sock in it too. At this point I am writing with both my painful feet up with big blister plasters on them. I wore them inside for a while 1st, and although they looked a bit disappointing quality wise (stitchwork not as nice as expected, leather very stiff, heavy too, toe just not round enough for that nice duck boot look) I decided to just leave it and wear them as a good steady rainboot pair. So today I took a real short walk in them outside with preventive plaster bandage on my heels and a good size walking sock.... although the size is okay as my toes do not touch the front the fit is just so wrong! They are stiff and heavy and not nice to wear. I have thin feet and still they feel very narrow. I always wear hiking shoes and regular Italian leather boots in winter.. A standard not even high brand Italian leather boot from here fits x times better. Breaking into a made in England doc Martin almost feels like slipping into comfy woolen home slippers compared to these Grenson boots. I have made a mistake to trust the 'British quality' label shoes.. Only just now I have looked up reviews and see what is happening there.. All made in India!!! Yet very high priced! I feel mislead! I always like genuine brands and like to stick loyally to high quality yet affordable enough brands and don't mind spending a bit more with the thought in mind that I can wear them for years and years. Take good care of things. I like to use shoes for a long time and don't need 20 pairs. I was under the impression Grenson was like this... I would feel bad if I was the founder of this particular brand.

Non existent customer service. Last time after 2 emails I received reply. 10 days ago I returned shoes requesting another size. Again no response to emails. No phone number and the stores can’t/wont help! They’re happy to take over £300 but now I’m wondering what kind of company this is. I’ll seek legal advice if I don’t get a message by tomorrow!

Dismal returns process. Emails and messages ignored and no sign of my refund. Looking like I will have to do a section 75 chargeback if their staff can't be bothered.

Gorgeous shoes so bought a second pair. Entirely different fit. Unwearable, stiff, larger and made my feet bleed. Customer service patronising and unwinding. Tough luck basically. Won’t buy from them again. Sad because they look great.

Sadly the Grenson Aftersales service is abysmal. Problem with Grenson sizing where their advice to size down on a particular style is hidden away from the Main Description so you waste time/money/postage ordering what turns out to be the wrong size (which they knew however had hidden the “size down” info under the “Shoe Last” info ……so you end up having to be a Detective before you try and order your size?!).
Then the discount you had, you lose as you have to return/await a refund and re-order at a higher price with more postage costs, then they ship your Shoes/Boots just before Christmas …..then drop the price by a whack in their sale …..and you complain politely and receive a standard “we understand your frustration however….. email”.
After 40 plus years I’m done with Grenson. Apparently their CEO Tim Little has no issues with their Aftersales Service?
Frankly, a very shoddy experience with over £1000 worth of Grenson shoes/boots …..wasting my time/effort & money.
Time to look elsewhere …..Barker, Cheaney etc and see if they are interested in Aftersales rather than a Quick Profit/Sale.
My experience confirms Grenson are NOT interested in their Customers ……and still awaiting a Refund of around £500 for a Return (due to their failure to highlight their “size down” advice where one would not look for it).

Good quality boots and the return and refund was easy, which is good as the sizing is a bit unpredictable.
Paying £6 for one day delivery after dispatch sounds ok until you figure out that there’s no predicting when “dispatch” will occur. You would assume it would be same day if ordered before a certain time, but in many cases it can be days or weeks until the items are dispatched so paying for the expedited shipping is a bit pointless.
Customer service is also not great - it’s just a form on the website and you have to wait several days to hear anything back. No phone number.

If I could give no stars I would, ordered two pairs of boots sent back the next day and the Royal Mail tracking doesn’t work. This is not my issue they are refusing to acknowledge the fact the tracking is not working and saying they can’t assist me. There is no telephone number to talk to any one just the same generic reply not happy and do not order

Bought a pair of Fred boots (Nubuck Leather, Commando Sole) end of August 24. Speed of delivery was excellent. Boots seem very high quality indeed. Incredibly comfortable with now over 3 months wear. Sole unit is really thick/sturdy and leather breaking in very nicely. Ordered Spike WP this last week and again comfortable out of the box. Both are on the same last (201) which I find perfect for my feet.

UPDATE: Leaving the original review text below as a summary of my first impressions and initial experience with Grenson, but now updating to 4 stars due to the fantastic customer service I have since received from the General Manager, Derek. I persisted with asking to speak with someone on the phone about the issues I was facing since the impersonal and un-empathetic emails continued to prove futile. Thankfully, eventually, Derek gave me a call and has since provided the above and beyond customer service you would expect from the entire customer service team at a premium brand. Thanks to him, I was able to exchange the original defective boots, and although there was also a small issue with the replacement pair, Derek has taken care of this with minimal fuss. I would implore the directors at Grenson to sort out your customer service offering to bring it up to the same level of care and understanding. A lack of phone line with a human to speak with when you have a problem with an order is extremely frustrating, and the copy and paste email replies with no names of team members makes the whole experience feel impersonal and as if you are buying from a wholesale warehouse on the other side of the world, rather than the British, “boutique” brand Grenson claims to be (as was quoted to me on one of the emails I received during my initial frustrating enquires). In summary, thank you very much to Derek for restoring my faith to a level that I would consider buying another pair of Grenson’s in future. Despite the small manufacturing issues, I love my Fred boots with Vibram commando sole.

Shocking customer service! Bought a pair of Fred boots in the sale, they arrived with a manufacturing defect on the right shoe, with the last having been welted on to the sole completely twisted to the right. It’s impossible to speak on the phone to anyone at Grenson to rectify this and all they do is respond via email to tell me to return them for a refund. I do not want a refund, I would like to receive a pair of boots that have been quality controlled. These boots are £375! A brand with a premium price tag, but poor quality and bargain basement customer services! Extremely disappointed.

Ì ordered a pair of gents boots and still.havè not received them yet ,I don't know what to do. Please can anyone help me ?

I have ordered 2 pairs of shoes.
1 sneaker and a pair of Katharina boots for my wife.
I returned the sneakers because were a bit too long for my feet but on offer, looked decent. No issue with refund.
Then my wife was after a pair of boots for work but when they arrived, they were a bit too narrow for her feet. Unlike some people here who had quality issues, i can't comment on this but can say that I returned the shoes within the time period and got a refund straight away. No 5 stars because I have no experience on wearing boots/shoes.

Been a regular customer over the years. Recently tried to contact Grenson Customer Service with a query regarding an online order. I found the method of contact extremely poor. Will NOT be buying from this company again.

Bought a pair of shoes. No remarks regarding those not to be true to size. At least 2 sizes off. Requested a refund for the shipping due to this - refused by Grenson. Not fair.

Bought a pair of boots, snug on the insistent advice of the sales person, who said they would give a lot. Wore them once and they tore my feet apart so badly that I have had pain and bleeding for four days (and counting). Customer service is slow and completely unhelpful. When they did respond they have offered no solution at all to these unwearable boots, or even an apology for the painful experience. There is no complaints or review option on the website and judging from the feedback here I can see why.

Shoes seemed decent quality, although were not the correct size ( no fault of Grenson).
The reason for the 3 star review is due to £6 charge for standard delivery seems a little steep.

I bought several Fred boots in the sale. I had to return the first pair due to being too large, the second pair due to a slight Quality Assurance issue, and the third pair are perfect. I was disappointed that the first pair came with dust bags but the second and third pair did not. I contacted the customer service who were very responsive and apologetic about the QA issue. They also pointed out that their T&Cs mean dust bags are not usually included on sale items, but have sent me two as a good will gesture. I’m currently awaiting these to be delivered, but good customer service nonetheless. There are mixed reviews on here regarding customer services, but my dealings with Grenson have been nothing but positive. Thanks Grenson for doing the right thing and being punctual with your comms.

Great quality shoes I’ve bought several pairs also they repaired two of my older pairs quickly and to a high standard

I have 16 pairs of Grenson and they are always happy to take my money. But send them an e-mail about a job and they don't even respond.
They may act like a forward thinking brand but they aren't.
I always thought brands should be as much about helping as they are about selling - clearly Grenson aren't - and therein lies the end of my Grenson experience - I will never buy a pair again.

After about 3/4 months of use, the toe came away from poor quality stitching. Grenson would not repair as I'd bought it through a third party seller.

Grenson does not back their product at all, which is pretty incredible for the price point.

The heel completely came off about 3 months after buying them from a third party. Grenson claimed no responsibility despite its clearly from shoddy manufacturing. I’d only worn them a handful of times

Buy alternatives like loake they offer guarantees and a re-heel and re-soling service for free