Walking On A Cloud

Had a really great shopping experience at this store today. I phoned ahead to see if they still carried the particular Ecco sandals I had purchased there 11 yrs ago and, when I arrived 20 minutes later, he had them waiting for me at the desk. I was so happy that I actually bought a pair of more formal shoes in addition. Thank you Ben!

I ordered a pair of shoes online through their website which I received after 12 days. On the website they are advertised as European size 36W (no US/Canadian equivalent suggested). I have small feet (US/Canadian size 5.5) and I always have a hard time finding shoes at stores, so I resort to ordering shoes online sometimes. Typically European size 36 fit me and I have never had an issue before. However, these shoes turned out to be US/Canadian size 6-6.5 which are way bigger.I have to return them now at my own cost, even if it's the vendor's responsibility to provide thorough information regarding their product on their website. When I contacted their customer services and explained the situation and asked if I could avoid the return shipping fee by returning the shoes to one of their stores, they sent me the following response: If you have not tried a brand before

Very rude and terrible customer service. I recently purchased these boots at their store and wore them less than 10 times before both soles fell apart. They said they didn't have my phone number on file for the warranty so there was nothing they could do. I would never purchase again from this company.

I had a wonderful customer service experience at this location. Within minutes of arriving, Liz asked if I needed assistance, gave me advice, and quickly checked me out once I had decided.

Employee who sold me the shoes were very nice but the shoes gave me terrible shoe bite so tried to return. Turns out they will find any little crease and use it as a reason you cannot return. I looked online and the online return policy is completely different from in person. If you are going to shop this company I recommend shopping online, sincerely someone out 250$$

Prices are on the higher end, for sure, but the quality of products they carry is also up there.Selection is decent considering that they have a relatively small group of manufacturers they carry.The staff is friendly and helpful.

Terrible and rude customer service. Too many other great shoe stores in London to shop at. Will not return. Perhaps time to brush up on customer service for some of your staff!

Came here for a new pair of Birkenstocks and was helped out by Liz. She was an absolute ray of sunshine and was so sweet to talk to. I didn’t want to leave the store!

Attentive staff member Sue (I think?) helped me select the right pair - and I love my new Blundstones with the Vibram soles! I bought my boots at the Masonville location April 25 - replacing a pair I purchased from the same store from employee John, 5 years previously. I wore that pair continuously, year round, fav footwear. The 3 staff were talking when I came in, reviewing procedures of some kind or another, but said hello when I walked in, and let me browse a bit before asking if I needed help. I had excellent service from John back in the day, and he has lots of footwear knowledge from working previously at Novacks - he was helping another customer when I was in this time. The third staff member (a young woman) was also helpful as I had to decide between two styles - cheerful and knowledgable.I'd read the reviews below before shopping this time and I am sorry that others have had negative experiences. I do feel this store has a laid back vibe (no aggressively-seeking-sales staff hovering constantly) but I had a good experience both times and felt like a valued customer. Hope this trend continues for the store so others have my experience.

I have never experienced such horrible retail service. There were two employees in the store when I arrived and I was the only shopper in the store. No one greeted me or offered to help me. Most of the stock items have no price tags on them which means the staff would have to trail around after you answering the cost question as well as getting shoes or boots from the stock room. These two employees were not interested in either service. I will never attempt to shop there again.