Platinum Shoe Care Reviews 

Reply from Platinum Shoe Care

Nov 23, 2023

Hello,

Thank you for your review, although the information is not correct. Your item was shipped on 2nd of November. We emailed you your tracking on 2nd of November at 14:39. Since the item has left UPS have tried to contact you regarding the delivery as they were unable to locate your address, following on from this UPS have since emailed you and they have not had a response. So, although your parcel remains undelivered this is not because of anything our end, your item has been shipped and you must contact/reply to UPS'S emails to arrange the delivery. Your tracking number is: 1ZE2383C6819786135

Please adjust your review accordingly as we have shipped your item.

Thanks
PSC TEAM

Reply from Platinum Shoe Care

Nov 10, 2023

Hello Paul,

Thank you for the review, although I see it very unfair.

On ALL of our product descriptions is clearly states "Please note: The order total does not include customs and duties and this will be charged accordingly by customs in your own country." This information is highlighted on all product descriptions under the "SHIPPING INFORMATION" tab and can also be found on our terms and conditions which you are agreeing to by completing a purchase on our website.

Your review is unfair, inaccurate and paints the picture we lie to our customers which is not right.

We have flagged the review with Trustpilot

Reply from Platinum Shoe Care

Nov 8, 2023

Hello,

Thank you for your review.

There are a couple points here that we would like to address, although we have addressed them to you via email I'd like to readdress them here.

You have purchased an item that is made to order, a lot of craftsmanship goes into making our shoes and we are only a very small team. Our standard lead time is 30 days, however because we are only a small team during our busy periods this lead time can and does increase, we make this very clear on our website and we cannot be held accountable for customers not reading this. We encourage EVERY customer to get in touch with us if they need their shoes sooner for a gift, event etc, we even state this within the same paragraph stating our lead time. You never emailed asking for your shoes sooner. Your shoes were fulfilled within 35 days, so although this is outside of our standard lead time of around 30 days it is important to note you are made aware of this at point of purchase. We never say 'we will deliver whenever we want' if you wish to interrupt it this way that is fine but we NEVER say this. We NEVER promise your shoes within 30 days, our lead time clearly says 'during our busy periods this lead time can increase'. Sorry again you opted to not read this.

99% of the year we keep within 30 days hence why we do not take on more team members, however this time of year is very busy for our business and our lead times do increase, EVERYONE is made aware of this on point of purchase.

Regarding cancelling an order; there is no option to cancel or amend the order after 48 hours from placing the order. This information once again is on our website, and cannot be held accountable for you not reading this. You are purchasing an item that is bespoke, and made to order. Made in your chosen design and your chosen size. We do not hold stock, everything is made to order, so once a customer orders from our website we start the customising process from ordering materials ordering the shoes and starting your design.

Both of the points addressed above are very clearly displayed on our website including the terms and conditions and ALL product descriptions, and we cannot and will not be held accountable for you not reading it. By purchasing from our website you are agreeing to our terms and conditions and if you choose to not read them that is of no fault of ours.

Reply from Platinum Shoe Care

Oct 22, 2023

Hello,

We appreciate your review, though we regret that it only received a 1-star rating. We are more than willing to address your concerns.

Firstly, we would like to clarify that you did not pay 138 euros for shipping. Our international shipping rates are typically £14.99/£16.99. It's possible that you are referring to import/customs taxes, which are separate from shipping charges. Please note that these taxes are beyond our control. We strongly emphasize on our website the importance of checking customs fees and regulations before making a purchase. However, having to pay 138 euros in customs taxes should not be attributed to any shortcomings on our part as a business.

Furthermore, we want to assure you that our shoes are genuine. We source all our shoes directly from Adidas, and any customizations are made according to the customer's specific order. Throughout the history of our company, no one has ever raised concerns about the authenticity of our products.

We kindly request that you reconsider your review. If your dissatisfaction stems from the customs fees you incurred, we believe it is not a fair reflection of our business practices.

Thank you