Grenson Avis 

Had a slight issue with a pair of boots however the process was very easy and quick with out fault!
Been a customer for years and will continue to be for years to come

My next day delivery went awol and the courier was unresponsive. When I contacted Grenson customer services, they responded promptly and carried out their own detective work using Google Earth to ascertain where it had gone. Really helpful and personable service which saw me locate where they had been delivered on my road. Received a refund and an extra courtesy gesture. Some of the best customer service I’ve experienced. Have to name check (of own volition): James for going above & beyond.

Keep your receipts forever! If you have an issue with the quality you won’t get any help without your proof of purchase. Even though the claim is Grenson is being
manufactured in only one factory on the planet 😂. Not helpful at all even though the fault in your design makes my £450 boots unwearable. Had to take them to a local craftsman to fix for £20. What a shame…

Placed an order on the 21st October.
Today, 10 days later, the order has been cancelled and I was informed all orders were, in fact, quote 'subject to availability', which is not advised at the time of ordering. Very disappointing customer service all round.

I do like Grenson shoes. I like the styles, and variety. I own 8 pairs in total. Trainers, boots, shoes etc.

However, the soles on their boots do not last very long at all. Poor quality. For the price, I'd expect them to last much longer. My Brady's sole needed replacing within 6-8 months of wear. Not good for a boot that cost £350!
None the less, I continue to purchase their boots.
Also, the tongue of the boot is too narrow. I have high arches and therfore there is a gap on one side of the tongue leaving my socks exposed.

Bought a pair of shoes in the sale. However Grenson lowered the sale price further within a week so I contacted them to ask if they can match the lower price or else I will return and re-order at the lower price. In a "computer says no" moment, customer services said they couldn't refund the difference to match the lower price..... So guess what... I returned them and bought at a lower price... a waste of time for both parties. Needless to say, I won't be shopping with Grenson again.

Bought a pair of Brady boots from Grenson and had no end of problems since.

I asked Grenson what cream they would recommend putting on the boots. The cream they recommended ripped off the handpainted leather off the boots. They then claimed that they could not replicate the issue but they will send me a new pair of boots.

Grenson then sent me a new pair of boots and the heel was instantly clicking. They agreed to swap these for a new pair. Before sending these back I tested the recommended cream on the tongue of the other pair of boots and it DID rip off the handpainted leather even though Grenson claimed that wouldn't be the case.

Grenson then sent me a new pair and the outer sole is tearing apart after being worn less than 5 times. I then queried this with Grenson and they claimed that is through wear.

So if you want to spend £300+ on a pair of boots that last 4 weeks then Grenson is the brand for you. You literally would get better value for money at a budget retailer

I purchased three pairs of shoes from Grenson for my partner. One pair (walking boots) had a defect in the stitching of the sole, one pair (black brogues) was fine and one pair (suede shoes) made a clicking noise as I walked along.

I stopped wearing the boots after ten minutes when the fault became apparent, and wore the suede shoes for maybe ten paces before removing them.

I took both faulty pairs back to the Grenson Jermyn Street shop where I had made my original purchase.

One of the two shop assistants looked at the walking boots and agreed there was a manufacturing defect. I asked for a replacement or a credit.

His response was that as they had been worn they could not be replaced as faulty, but he could return them to be resoled by the factory which would cost £130 -£150. His colleague looked and said they must be too old to be under guarantee as they didn't even make that boot any longer. When my partner walked to the window and picked up an identical pair on display, he turned is back on us and walked away.

I then explained the problem with the suede shoes, and it was suggested by one assistant that It was making that noise because I had purchased the wrong size, and he offered to sell me an insole.

His colleague intervened, saying that wasn't true. He said there had been a large number of complaints about the shank moving in the shoe, and was a fault. His colleague insisted that fault or not, he could only offer to have it repaired at a cost of £130.

Regardless of the manufacturers legal liabilities, he 'had no authority' to accept any goods that were faulty, and could neither credit them or replace them.

So no stars for the shop....

But - a letter to Grenson sent direct resulted in the shoes being collected at no cost, found to be faulty, and a full credit, all provided within a few days. A pleasant and straightforward member of the returns team dealt with everything, and apologised for the behaviour of the shop staff. She said that there had never been instructions that customers had to pay to repair faulty goods.

So five stars to customer services.

Overall though, only one star however, as Grenson should not, with their reputation, be sending out faulty goods.

Exceptional Service.

I had a small quality issue with a Grenson product bought from Mr Porter, who have been absolutely awful. Grenson took it upon themselves to manage a replacement and the service has been absolutely faultless. Best advice is to buy direct from Grenson.

I purchased a pair of boots that almost immediately developed a fault. Grenson did agree to take the boots back and look at them however they wanted me to pay the postage, it was only after I questioned why I was paying for the return did they provide a label. I had no communication from them about the repair or what was going on until I got a message from DPD to say my parcel was scheduled for delivery. Grenson didn't even bother to inform what they had done or that the boots were being returned, I had to email for an update. When the box arrived the delivery guy pointed out there was no number on my address so it's only by chance it got to the right house (after he'd gone to a few neighbours!) Honestly for a company that charges so much and is trading so heavily on it's name the customer service is shocking!! My boot heal still clicks but honesty I am not going to try and get them to fix them - I might never get them back! I was going to treat myself to a black pair but I think I will look elsewhere now.

Not really happy with the black trainers I bought from grenson as the upper part of the sole was becoming unstuck to the trainer. I emailed grenson and they said that they do this after some time and wanted me to send them back for an inspection, never buying from Grenson again as I only had them for a 3 months

The company has tumbled steadily downhill over the last 3 years, not sure what changed - however the last pair of boots I bought I returned quickly due to poor product quality.

Previously I had a pair of boots and a pair of shoes from them that were my daily wear items... like I said, not sure what went wrong.

They seem of good quality at the start and I love the minimalistic style but they don't last very long. I have two pairs of leather trainers from Grenson one white and one black. With the black trainers, the right trainer seemed to be fine when I opened the box but the left one looked as though it had been used as a display shoe something? It had stains on it that looked like glue, the binding seemed a bit loose and there was some defects on the inside of the shoe. When I went to put the shoes on both laces on both shoes instantly just fell apart as I tied them (gently I might add). I have never seen a pair of laces just fail so easily as that, especially on a supposedly brand new pair of trainers. As for the white trainers, they were terribly painful. I have the blood stains to prove it still to this day on the inside of the shoes. They are still there no matter how hard I tried to clean them off. As well as they are uncomfortable, to say the least, they also didn't last very long. I have hardly worn them since I bought them last year and they look as tho I have fought a war in them. I only wear them occasionally, no walking about in them for too long especially given how painful they are and only for a few hours at most. The sides at back of the shoe are getting wider by the second, the front of the shoe is gone completely out of shape and they just look cheap now. In fact a cheap £50 pair of white leather Adidas gazelles that I have had for years have lasted a lot longer than these £210 pair of Grensons even though I run about and play the occasional game of football in them. They were also comfortable and didn't rip my feet to shreds. To conclude, I am utterly disappointed.

Ordered a pair of boots and, after the order acknowledgement, heard nothing from Grenson for a few days, so enquired with their customer service team about despatch. Was then told that the item I had ordered was out of stock and my refund would be processed in 3 to 5 days. Meanwhile the boots I ordered are still showing on their website as available in my size. Clearly their stock management system and website aren't up to much, but it's also pretty disappointing that they'll happily hold my money for up to 5 extra days after telling me they can't fulfil my order. Shame, as I really like their shoes and up to this point was a loyal customer, but I won't be buying from them again. Plenty of other great UK-made shoes and boots at this price point with far better service levels.

Nice brand, some cool designs, visited their shop in Jermyn St, London, super helpful staff there. However, totally different experience in their Shoreditch factory outlet shop - brace yourself for the worst customer experience EVER. Never saw anything like it before - their sales team there is the most horrid you will ever come across. Rude, disinterested, would not even turn round to greet us when we came in, unhelpful, could not give a darn. The lady in charge is absolutely awful, no sense of customer service whatsoever, would not even turn around from her screen to greet us when we came in. I bought two pairs from there just for the price but i must say that I was really tempted to throw the shoes to her face and leave, so rude she was with us - and i was there on two occasions, two days apart, equally as vile and did not even recognise me or even try to engage with me… How can a brand like them hire someone like this in the first place… i wonder sometimes… she just needs to go, what a bad image she is for the Grenson name.

Purchased a pair of Grenson Bobby boots a week ago, Im taking half a star from the review because I paid £6 for next day delivery and they took six days to arrive, Im taking another half a star because the boots dont come with insoles so had to put a pair of my own in.
The boots themselves seem very good quality and very light although the leather does appear to be very stiff but Im hoping they will soften in a short time.

Absolutely awful. Wore boots once water let in instantly just from dewy grass. Stained socks advised to wear dark socks. No words. What a waste of money

I ordered a pair of man’s rubberised Brady hiking boots on Friday 10/12/2021
They were delivered on Saturday 11/12/2021
Excellent service & product

This is a nice looking boot, but the tongue in my left boot does not stay in place and keeps sliding to a really uncomfortable position.

Good quality but terrible customer service/retention. Ordered a pair of replacement laces and they charged 100% more on shipping charges. I asked why because I've ordered before with FREE shipping and they said that those were the new policies! Good luck with that. I will never buy anything from Grenson again.