Drmartens Anmeldelser 

Awful customer service, ordered some boots, using 48 hour tracked - Royal Mail (appalling themselves) never arrived; called them , their IVR said they were in a meeting, eventually got through, told nothing to do with them (Royal Mail had said the same) and I had to wait another week before they would consider a refund (I had waited 2 weeks already) I complained, they said as a gesture of goodwill they would give me 10% back and process the refund in a few days after all. The refund was less the 10%! Asked to complain formally and they ignored me, pointed out that if the boots had arrived would they have asked for 10% back? They knew all along the boots werent going to show but wanted to play games with a customer.....shocking firm.

Shocking customer service. Still waiting for my order from nearly two weeks ago.
I have sent several emails and just get a automated response.
I have phoned them and the call waiting time is over one hour!
Absolutely dreadful company. First time purchase and the last!

I haven’t received my socks. It’s been two weeks. I’ve paid for delivery. The service is diabolical. I’ve spoken to 3 different Dr Marten team members. They were all useless. In fact the last girl said she’d re-send the order to me and I’d receive a confirmation email. Did not happen. I was told to chase the delivery myself through Royal Mail several times even though they could see I haven’t received it. The parcel isn’t even in my city!! Dr Marten refused to refund me and asked me to call back tomorrow if they ‘still hadn’t shown up....’ as if they will!!!! All in all, terrible service from a company I thought was reputable. I am going to put negative reviews on every platform I can find as I’ve wasted so much of my time chasing up these items....to go with the £200 boots I bought. What an absolute joke of a company. I have opened a PayPal claim and I want some idea of what the hell happened here?!?!

Bought them last Friday. 1 week no sign of delivery.

Emailed customer service with concerns about "drmartensireland" a site selling DM's half price. Got generic email about charges, delivery etc which was of no help and then nothing else. Sent second email which has been ignored.

AVOID!:
UNFAIR PRACTICE:
They will not apply discounts on their vegan products only leather ones. They are basically implying if you are vegan you pay full price (obviously a vegan will not but a non-vegan item) so they are cornering you up.

CUSTOMER SERVICE:
Non-existent. They will not reply to your emails. They will ignore you and be absent weeks and weeks after.

I've been wearing Black Dr Marten's Boots for 50 years.
I love them, and, apart from a short spell, have never not had a pair handy.
Timeless iconic stylish comfortable durable.

Won't refund absolute shoddy service!! County Court here we come DONT ORDER FROM THESE CLOWNS
Order number 9784534

I'm a Docs fan for 20 years now. Love the style, quality, everything about them. My whole family wears Docs, from baby to grandparents. My first experience with Customer Support and my first ever warranty claim for a pair of Juniors Mary Jane however has been absolute disaster. My claim has been acknowledged and accepted as after <4 months from purchase the strap lock falls of but Customer Support requests me to perform damage on both shoes (to make sure they are beyond repair), send proof of the same and only then my refund will be issued. I am left speechless as this is wrong in so many ways. Not to mention that this is nowhere outlined in the T&C and not to mention I have never heard any company requesting such nonsense action from their customers.

I’ve bought Dr Martens ambassador leather boots about two years ago. They really are the best!!! I wear them almost every day, except when it’s very hot outside, and they are still like new!! No scratches, nothing has happened to them and they look so good someone would think they are less then 6 months old. And just to let you know, i don’t really take good care of my shoes (i don’t clean them and put those creams they told me i should, i walk through snow and water in them etc. ) so for me that’s crazy that they are still in such good shape. I am very happy I purchased them and they are crazy comfortable also!

Here we go again.....I bought a pair of Eldritch boots didn’t ware them until about 2 weeks ago, despite buying them around 3 years ago, they were in the original box in the cupboard. Worn them about 5 times (so are essentially as new) and noticed the soles on both have split on the welt.
Same thing happened to a pair of cherry 10 hole docs I bought prior to these, DM didn’t want to know when I contacted them in the first instance. It appears that the quality of their goods comes a poor second to the cheesy marketing hype used to promote the brand these days.
‘As tough as you’ tag is one of the more recent endeavours..... unfortunately, the toughest thing about DM’s seems to be the cardboard box they’re shipped in.
More attention to the quality of the product is what is needed, the prices are not cheap and knocking out what amounts to substandard products ( my experience is 100% failure rate) frankly is not acceptable and shouldn’t be tolerated.
Dr Martens - All I want is footwear that offers acceptable quality and value, so far you have failed to deliver,
admit to quality issues, do the right thing for the customer, put right whatever manufacturing issue is causing the defect ...........save the reputation of your brand

I love love LOVE Dr Marten boots and have loads of pairs! However, the Molly Buttero are a massive disappointment. They are a tad roomy but you can’t wear socks as the socks slip off your feet inside the boot! Basically the heel slips and my colleague with bigger feet tried them on and they slipped off her too! Unwearable. Gutted.

The products are great and sent out quickly BUT if you have to return it takes 4 weeks from posting to get a refund. I am 4 weeks and still waiting to receive the monies into my account.

Bought a pair of Made in England Tan Leather which are really comfortable soft leather. However, their are two different colours on the shoes which I’m not sure they are supposed to be ....and which doesn’t show or state on their website. Also when I had an email tracking number it shows they were delivered from the Netherlands so If these are Made inCobb Lane England then why are they delivered from there? Are Dr Martens making false statements?

Dr Martens product quality is poor. This iconic British company outsources most of its manufacturing to the Far East (check the label on your boots) and yet they charge premium prices. Yes, they have a premium 'Made in England' range but the point is that the vast majority of people believe all their products are made in the UK. They are not.

I purchased my DM boots 11 months ago. The leather cracked right through and split on both boots despite top care from me with regular waxing and polishing. I wrote to their customer service, not wanting a refund due to the time passed, but questioning their manufacturing and quality control and requesting they pass on my observations. It was written in good faith and politely. All I got back was a series of e-mails from customer service agent 'Eva Z', the last two being unprofessional and sarcastic, when all that I required was a 'thank you - seen and noted'. Appalling customer service. I hope that Dr Martens take note of this and advise the employee concerned.

My advice? Buy 'Solovair' boots. More expensive, but by far a better product.

Love DM's or hate them? But I love them . OK the quality is not like it was 20 years ago but they are a good all round boot that last much longer than other makes. Love them, thank you

Dr Martens UK have made good on the complaint below, and sent me a brand new pair of boots. Thank you.

************

Be careful of purchasing from Dr Martens. My partner purchased a pair of Dr. Marten's Original 1460 Patent, Women's Boots in December 2016, and within 12 months, they had tears at the back and the colour was peeling off. I knew I should have made a complaint earlier, but when you have mental illness as I have, normal life tends to evaporate into the background.

They are a lovely colour though, and I always got compliments when I wore them. I didn't wear them for two years until over a week ago, when I went bowling. They are unwearable as the tear (which looks like someone has knifed them) is growing larger.

I put a complaint in to Dr Martens, who pushed the blame onto Amazon. Complained to the CEO of Amazon and they are refusing to help, just provided a cut and paste of Dr Martens T&C:

8.1.1 within 12 months of receipt of the Goods, you are entitled to a full refund or a replacement if the Goods were faulty or defective at the time of purchase. We reserve the right to inspect returned Goods and, subject to confirmation of a manufacturing fault or defect, we will refund any monies charged and any charges incurred in returning the faulty or defective Goods. In the case of a replacement, discontinued or unavailable models will be replaced with a model up to the value of the original purchase;

8.1.2 12 months or more following receipt of the Goods, we will issue a refund or a replacement only if you can prove to us that any damaged Goods were faulty or defective at the time of purchase.

I purchased a second hand pair of cherry red Dr Martens a long time ago for £10 from a charity shop, and I wore them all the time and they lasted me for a good long ten years.

These 1460 patent boots just don't have the same durability, so I do believe that they were faulty or defective at the time of purchase, in my opinion. Why would a boot like Dr Martens develop tears at the back and the front within 12 months of wear. This cannot be blamed on wear and tear as a boot like this should last, especially for its price tag.

Dr Martens are known for their durability, and they are not a cheap shoe either. My partner paid £69.15 via Amazon, and both Dr Martens and Amazon just shun responsibility.

Dr Martens - do not be charging over £100 per shoe or boot if you are not going to take responsibility for your product proving defective or faulty within the short space of 12 months. At least inspect the boots, and try to fix them?

Yes, the complaint for these boots was far too late, but the right thing to do from the manufacturer perspective is to actually inspect the boot, of which many pictures were provided, which will clearly show that the manufacturer of this boot is not the same as the cherry red boots I purchased from the charity shop.

I would never buy a new pair of Dr Martens again, and I also want to make others aware that the manufacturer is obviously not what it once was, and if you find that your boot or shoe provides defective past the 12 month allowance, Dr Martens, or the company whom you purchased the shoe from, will not be helpful but just hide beside the lame terms and conditions. Beware. Not happy at Dr Martens or the CEO of Amazon, Douglas Gurr.

I would have more respect if they HAD actually inspected the shoe, and these boots are just not wearable anymore. The inner sole of one of the boots also wore down quickly, so again clearly a sign of a defective faulty shoe.

I have been reading complaints online of others who had the same experience of their Dr Martens shoes or boots showing defects in a short space of time, and they were told by Dr Martens to send their shoes or boot back for repair (even when they were not purchased directly at Dr Martens), who then received a brand new pair, so what is the difference with my complaint and why have I received no help by the manufacturer?

I signed up to the ForLife scheme in 2014, I like others paid more to get best quality supple leather boots made at the UK plant. When they wore out you returned them and were given a new pair, the first two pairs were fantastic quality greased leather boots and extremely comfortable as one would expect. The recent third pair offered on this scheme are such poor quality and uncomfortable that they had to be returned. You are now only offered two types of boot, black or brown made in Bangladesh, these are totally different from the original boots purchased. These boots are made from hard leather with no give, the tongue is of a particularly bad construction which does not crease flat so your foot is squashed by its pressure. The original type was very similar to the current Crazy Horse model, If you go to their website and look for UK made boots similar ones are still available but not offered under the ForLife scheme. The advice I received from the customer support was to break them in with dubbin but this would crucify ones feet. As someone who has always had a good pair of Dr Marten boots being sent a poor quality boot by return is not a good future for Dr Martens. I have been offered a full refund on the original £165.00 paid in 2014 for the ForLife boots on the condition that I give up the ForLife code. I would have been much happier to have been offered a replacement boot of the same quality under the scheme I signed up for.

I have recently spoken with an adviser from Dr Martens by the name of ''Ardie''. I can say that this experience was the most unprofessional experience that I have ever encountered.

I recently bought a pair of the 1460 Mono Smooth White via the Southampton Store last Saturday. The service that we received in store was good. As we were ordering the shoes in store we were told that we would receive a 10% discount.

We received the Dr Martens in good time however, unfortunately the boots were half a size too big and they weren't comfortable. As this is a Christmas present for my girlfriend I wanted to get this sorted as soon as possible.

I called the number that was on the website for Dr Marten and spoke with an adviser named Ardie, who, to begin with seemed pleasant to speak with. I explained to Ardie that I was concerned that if I return the boots I will lose my 10% discount, though it would be refunded I would have to buy the new size at full price as we didn't have a discount code.

Ardie then said, once you have made your selection you can call back and speak with him and he will issue me a new discount code. I explained to the adviser that I had already made my selection and the only thing that needs to happen now is to enter the promo/discount code. He again explained that I should hang up and call back when I am ready to do this. After becoming frustrated I explained to Ardie that I am on the page to submit the new order and ready to give the promo code. He explained once again that I should hang up and he will answer the phone.

After becoming increasingly frustrated with the service I was receiving I began raising my voice and again explaining that I am already on the page to submit the promo code. Ardie then became very patronising and condescending and then eventually hung up on me leaving me with no idea what to do.

I wouldn't normally write a review which contains a low rating as I know that reviews can potentially be detrimental to a company. However a well established company like Dr Martens, who charge over £100+ for products should employ people with higher customer service skills, or at least train people on how to hold a conversation with a loyal customer, whilst trying to resolve an issue.

I believe that line managers should notice the incompetence of their workers and train them adequately.

Having said this, I called back immediately to make a complaint and spoke with Alexandra, who was very helpful and gave me a discount code within minutes of requesting one (show's it could have been done in the first phone call).

Liam

Love my Dr Martens, very comfortable and worth the money. Lasting a long time and look the part!