Moda in Pelle Reviews 2,123

Placed order 10/04/26, paid for next day delivery, still nothing.
E-mails sent - no response; phone call ended after 10 minutes of waiting saying that all lines were closed (!)
How they still exist with that customer service???
Was interested in placing order FOR something else but now it's a NO NO NO as I AM WORRIED ABOUT MY MONEY!!!
S H A M E!!!

Ordered sandals for next day delivery and paid extra, they arrived 2 days late, in addition they were two different colours fault with the colour.. No returns note or delivery note in the box.. Tried calling and calling busy all the time and kept getting cut off. I have been buying from them for years now, but never had to use return service.. The returns service is archaic.. I don’t have a printer so was emailed today to hand write a note and pay for delivery myself.. ABSOLUTELY DISGRACE TOTALLY AMATEUR PROCESS. I WILL NOT BE BUYING FROM THIS COMPANY EVER AGAIN.. I AM DISABLED AND THIS HAS LEFT ME STRESSED AND OUT OF POCKET WITH MONEY.. MY ADVICE IS DONT. OTHER WITH THIS COMPANY RANK AMATEURS

These boots are great! I was looking for something substantial yet stylish for a trip to Latvia at short notice as my boots had sprung a leak! These fitted the bill perfectly - very comfortable, mid-height heel, warm and a great colour. They were also significantly cheaper buying directly than in a well-known department store - so win win!

Great as always. Delivery/packaging perfect.
Quality and fit perfect no complaint from me

Have bought several moda in pelle bags and have found them good quality excellent value and great design

Very poor customer service. Sent faulty boots back ages ago and still waiting for a refund. Sent 3 emails and no response, called and no response shocking service.

Lovely shoes but terrible customer service. I had to spend £20 returning some shoes and a month later I'm still waiting fora £200+ refund. I will never buy from them again.

I ordered a pair of boots from this company on Friday 3rd April. I paid for next working day delivery but appreciated that it was the Easter weekend so I didn't expect them to arrive until Tuesday. I checked the Evri tracking which suggested that they hadn't been collected. I called Moda in Pella and was assured that I would receive them yesterday (Wednesday). I tried calling them today after 10:00 am to be informed that their lines are closed but are open from 9:00 am to 5:00pm Monday to Friday. I am away from home and gave my daughter's home as the delivery address, chances are at this rate, she might have to post them to me if they ever arrive! Evri are showing that they aren't even out for delivery yet (Thursday 9th April). What a complete swindle.

Products are great however the returns system is painful! Returned an item on the 13th of March. Returns are at the customers expense with completion of a manual form and no postage labels provided. My return was received by the company on the 18th of March. Three weeks later I haven't even received an email to acknowledge receipt of the item. Tried to call but when you ring the the customers services number there is an automated response saying the company are not receiving calls at the moment. The live chat facility has also been removed from the website. I will not buy from this company again with this outdated and unfair returns process. Moda in Pelle you really do need to get with the times and sort your returns process out.

After ordering 2 pairs of trainers, trying them on and finding they were too small I decided to send them back. It cost me over £11 for the return postage and I've had to wait 'up to 10 working days' for them to be 'processed'. But according to their Customer service rep it can be before then. I am at day 9 and still no email or refund. I think in this day and age 10 working days (2 weeks) is unacceptable

I returned the faulty boots on the 25th Feb and they were delivered to Moda on the 3rd March by EVRI, order no 1992461. The right boot insole was lumpy and the side of the zipper is poorly finished with cut threads. On 18th March I emailed again as I'd not received a refund I attached photos of the tracking receipt. Their reply was 'return has not yet been updated as received in our system. To help us resolve this as quickly as possible, please check your postage receipt for tracking information and use it to monitor the progress of your parcel.' As I stated I had already sent the receipt so I included it again plus EVRI tracking evidence of delivery to Moda on 3rd. Moda again denied receipt of the boots but agreed to process my return refund and put me in a queue stating it could be 10days. I had to email again on 30th March and was eventually refunded on 31st. An appalling process and dismissal by lying that EVRI had not returned the Boots. Beware if you may need to return anything to Moda. I see alot of other people have made similar complaints. Sadly I reordered the replacement boots as I liked the style (before the refund debacle) but wore them once and the sole is so hard and uncomfortable I doubt I'll use them.

The despatched process was slow and refund worse. Even after chasing, a tracked returned item, confirmed as received on 7th March didn’t get credited to my bank account until 30th March. Unacceptable and fortunately not the usual with online retailers in my experience. Enough to put me off purchasing from Moda in Pelle again.

Faulty Trainer's sent.
Returned at my cost as code they sent me didn't work!
RUDE CUSTOMER SERVICE
OVER TALKS ON CONVERSATION
STILL WAITING FOR REFUND ( OVER 3 WEEK'S ) FROM ORDER DATE!
NEVER AGAIN.
Still ongoing

REALLY?
Contact you? What do you think I have been doing....
DON'T ACT LIKE THIS COMPANY IS INTERESTED IN THE CUSTOMER. TAD LATE FOR THAT... RE-TRAIN STAFF ON THE PHONE'S

Ticket Number 287319 Order WEB1997789 of 24/02/2026 Moda In Pelle Mayley Black Leather Size: UK 4 / EU 37

Following email exchange with Nicole, these faulty sandals were returned on 6th March and delivered to Moda by Evri on 11th March. All of the associated documents and photos of the fault have been emailed to Moda. It is now 3 weeks since the return and Moda have still not refunded my Paypal account. In effect, I have been out of pocket since the order was placed as these were a faulty product. A similar situation arose in March last year and I ended up having to go to Paypal to get my money back. I don't want to have to do this again.
Moda shoes are of good quality but if there is any issues and you need to send items back, the returns process is atrocious.
My chasing email even though sent as a reply from the original email chain has been acknowledged with a new ticket number 290847
Update:
Response received from Beatriz and refund received.

I spend lots of money and most of my shoes, trainers, sandals and boots are from Moda In Pelle. I bought my last purchase online and they were taken back to Sheffield as they were too big. The refund still hasn't arrived, I was told 10 working days, but they don't understand the concept, and they don't keep you up to date, when they are received back. Only company that works in this way! You can buy from most retailers and the refunds are smooth and keep you informed. It would put me off purchasing in the future.

I would highly recommend this company
I recently had an issue with a pair of trainers I purchased, so I contacted customer services. I spoke with Beatrice, who was extremely professional and handled everything promptly and efficiently.
I’m more than pleased with the outcome—thank you, Mode Pelle!

Ordered sandals online but they weren't suitable. Returned them to Meadowhall store. Assistant couldn't have been more helpful. Ended up buying a different pair in store. Moda shoes are excellent. Comfy and stylish.

Dreadful customer service
I bought a pair of trainers & wore them twice & the leather started to scuff off the front! Sent pictures & was told this was due to excessive wear! I have only worn them twice ! I have been buying your trainers for a number of years & am very disappointed!

Although I was disappointed in the quality of my boots the customer service was excellent! The zips on the boots were faulty I had worn them a few times thinking it might be the socks I was wearing we too thick but that wasn’t the cause the zips would not stay closed I contacted the customer service department and they were very efficient and explained how to return my purchase they kept me informed and replied promptly to all emails

Returned a pair of boots via Evri which were received by Moda in Pelle on 2nd March. Emailed on 13th March to chase up my refund and was told it had been received on 6th March and my refund would be processed within 10 working days. I can see on the Evri tracking the boots were clearly delivered at the return address on the 2nd March so this is just a delaying tactic to keep hold of my money for longer. I’ve received an email today to say my refund has been processed and the funds will be refunded within 5-7 working days. This means it could take until 30th March to receive my money back which will be 4 weeks from when Moda in Pelle received the return. I have returned another order to the Browns store in York and will no doubt have to wait weeks on end again to get my money back. This has really put me off buying from Moda in Pelle again. Clearly they are struggling as their stores are shutting down left, right and centre but keeping hold of customers’ refund money for weeks and weeks is not fair.