notwoways Avis 102

Ordered 2 weeks ago, was told by support after a week goes by that the shoes I ordered are no longer in stock due to a warehouse oversight and that they could send out a different colour way or offer a refund, I opted for another colour, some days go by and they arrive, wrong size sent, disappointed.

I love NTW but unfortunately the shoes I have recently purchased have an issue.

After a few wears, the shoes absolutely destroy my ankles and have actually removed skin from my ankle.
I have had to purchase heel protection from Amazon (after trialling several products) purely because NTW don’t supply them or at least link you to a trusted partner that could supply them. To me as a company that makes shoes this seems a bit weird)

I reached out to customer support (girls name began with K, may have been Karen/Kate?) and I asked about why the company don’t supply or provide any alternative through another supplier and I was told “I don’t really see how this is an issue” which isn’t the best of customer service responding.

Main issue focused away from the poor customer service for me is why does a shoe company not supply care products such as brushes, sprays, heel protectors etc? (As other competitors in the shoe world do or at least would point you in the right direction)

Bought a mystery box as a present everything was fine with the shoes until the tongue of the shoe came off ive emailed support to no reply ive messaged on Instagram no reply seems customer support is non existent.

The return process is not intuitive. It’s confusing, frustrating, and unnecessarily time-consuming. What should be simple turns into a headache. Despite this the shoes are 5 stars

Customer service was amazing and when the shoes arrived i was blown away from the packaging to the actual product! Very very happy.

Out of all 3 pairs of notwoways I have received they have all had issues, the hke didn't have the tongue stitched in properly therefore it wouldn't tighten properly and had to do diy my self, and the 2 pairs of mokkas I have had. Had the same issues twice and that is glue seeps through the toebox onto the suede and ruins it and then they claim it's not glue even though you can clearly see it is, I would stay clear of this brand and go with Nike or Adidas to be safe.

Gemma in customer service was beyond helpful, even on a busy day they responded to 2 queries both within 5 minutes to resolve my issue! Really looking forward to my shoes!

I recently made purchase for a new pair of trainers & noticed it went down in price the following day during their promotion sale in celebration of Rocky's 30th birthday.

I contacted support team to see if they could reimburse me the difference and I received an email from Gemma within 3 minutes (WOW!), who continued to make my experience with NTW a great one.

Thank you once again.

Happy birthday once again to Rocky!

Yogesh

Great brand great service, great Communication from Gemma much appreciated

Had a shipping issue and my order only partially arrived, emailed customer support and Katie was an angel, understanding, helpful, polite, truly a wonderful representative for the brand. The issue was sorted out super quickly and I never had to wait for updates.

Awful experience with company, they’ve sent the wrong size shoe and now completely ignored emails to resolve the issue? Stay away - do not spend your money with this company!

I ordered a pair of trainers and they arrived in a size 8 box which i ordered but then when opening the box a size 5 was inside. I have reached out to the company and had no reply.
Not very happy this was my first purchase and will be my last as this isn't the type of service i expect.
Very disappointed.

I really want to be hopeful!

I ordered a mystery box on the 23rd November, as I sit here it's almost a month later and the package is making it's way back from The Netherlands to the UK. The customer service team replied fairly quickly so it's not as bad as people make out at all. The annoying thing is it seemed that there was an issue with delivery as the postal code I got from DPD was different to what I gave NTW but I was told it was alright, turns out it wasn't! Hopefully it can get resolved quickly but after a month of waiting for the shoes, it's definitely dissapointing.

Nothing wrong with the quality of product, however the customer service is appalling!!!!

I ordered a limited edition mystery box over a promotional period as a gift for Christmas and unfortunately the box didn’t have anything I was looking for. Now this isn’t the issue as I knew beforehand I was taking a risk with this but it was stated on the website returns and refunds are possible.

My first issue was the delivery itself, it says it can take up to a week to arrive but it took 9 days, usually this wouldn’t be a problem to raise but as we’re coming up to Christmas I have less time now to find an alternative.

The main problem I have had with this company is the absolutely dire customer service. I have emailed to state I would be making a return. Days have now passed, 3 emails sent, countless messages on their Instagram (which they actually advise you to do if you don’t get a response in time) and I have had to response whatsoever. The lack of communication is really off putting and has led me to leaving this review.

To conclude, there were no issues with the quality of the products, although what was in my mystery box was less than desirable. The problem lies with the staff and the customer service they provide especially leading up to Christmas. No urgency to reply to my emails and message and no bother to help a paying customer which is what I consider to be the very bare minimum for any company.

Please tread carefully when buying products from here, avoid mystery boxes if you’re picky and best of luck to you all if you have to get in touch with the support team.

Ordered a mystery box for my son for Christmas it arrived late and on opening it I was very disappointed to what I received I got a horrible pair of trainers a small bag a pen and a shoe horn really disappointed am sending them back for a refund hopefully it won’t take long but I don’t think I’ll be buying from this company again definitely not worth the price I paid

I bought shoes from this company and as soon as they got wet from the rain they have discoloured, I reached out to their support team and they said there’s nothing they can do because there isn’t a defect with the shoe when clearly there is. They should have stated in the description that this shoe cannot come into contact with water therefore they have falsely advertised this product to me, they’re not willing to take blame to this but have offered me 10% off my next purchase, I will not be ordering with this company again!

Bought a pair of their shoes and unfortunately was a faulty pair and broke after 4 months of wear. However due to this I got a free replacement. Replacement was delivered very quick and their customer service was amazing. I’ve also bought a few pairs from here before and no issues with their quality so not a usual problem.

I wore my shoes for about 2/3 months before the pull tab on the front of the shoe broke off. I found out that this wasn't the first time it happened and it also happened to someone else online making it fairly evident that it wasn't just an issue with my shoes but many others.

I contacted support who were useless and the responses I would get is someone passing on what I said to the care team who classed it as 'general wear and tear'. Which means to them, they only expect their shoes to last 3 months before you have to buy more from them...

I only wore them for work and I have an office based job in IT so was only averaging about 2,500 steps a day wearing them before taking them off for the day.

The advice I was given was to cut the affected part of my shoe off which I found comical.

The shoes I bought were described as 'all-terrain' so I have no idea how long they would've lasted if I had actually wore them on proper walks.