Super helpful customer service. I had an issue with the order - the delivery driver essentially delivered it but it was nowhere to be found. I called them and was told to email with the deta... See more
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Ordered a pair of Birkenstock sandals, the description stated regular width. When they arrived after a week they were the narrow fit version so no good to me. I returned on 17/08 but still haven... See more
Company replied
I sent two items back in the same package and have only been refunded for one. I have tried to ring multiple times but the message says to ring back in office hours. I have emailed two addresses provi... See more
Company replied
Ordered trainers and communication great and also given expected delivery time frame. Lovely surprise when they turned up the next day! Great efficient service so much so I ordered another pair the... See more
Company details
Written by the company
Rubbersole, the UK's biggest online-only shoe shop. Specialising in Crocs sandals, Converse trainers, Dr Martens boots, Fit Flop flip flops, Snowjoggers footwear and Birkenstock summer clogs. We are the best at sourcing up-to-date fashions for your feet!
Contact info
2.7
Poor
8K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
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Ordered Doc Martin boots and paid extra…
Ordered Doc Martin boots and paid extra on postage to be delivered Friday now Wednesday night week after and not received boots , asked for refund told wait 2 days waited 2 days asked for refund told to be patient still no refund , now contacted PayPal as paid through them and they can sort it. Will go elsewhere . Didn’t help them using Evri (formerly Hermes), as they seem to have lost them , keep saying missed courier connection 5 x so far but probably lost or someone took a liking to them . Sorry but at £125 you expect a certain amount of service, when a refund is asked as no delivery made it should be refunded. Will look elsewhere for boots
1 November 2023
Unprompted review
Reply from Rubbersole.co.uk
Hello,
I apologise that you have not received your boots. When no delivery is made, we are able to refund 1 week after to ensure that there is no late delivery after we have already refunded. I apologise for the delay.
Please contact us again and we can sort out your refund.
Ordered item on 19th September
Ordered item on 19th September. Still waiting on it to arrive. Cannot contact company ,phone is switched off and no one responds to emails.
Next stop my card issuer to recover the money.
Please avoid this company , they appear to be a scam
30 October 2023
Unprompted review
Reply from Rubbersole.co.uk
I apologise that you had trouble contacting us. You can contact us by telephone at 02080 683178 (local call rates apply) for further help. We are available from Monday to Friday from 8:00 am to 4:00 pm GMT.
I have also responded to your email this morning. Unfortunately, your order had a stock issue and has now been cancelled and refunded.
I promise you that this is a rare occurrence, and as soon as the error was discovered and corrected, we had contacted you.
I apologise for this inconvenience.
Great Service
Quick order acknowledgement and info about delivery tracking code. Arrived on time. Great shoes.
19 October 2023
Unprompted review
This company cannot be trusted from…
This company cannot be trusted from start to finish. Their coupons can only be used on non-sale items. Their customer service telephone help line is always closed during their own advertised open hours. They say the postage is free over £30.00 but charged £4.99 on a £117.00 shoe order and gave no means of choosing the free postage option at any time during the purchase process. I will ask paypal to pursue this matter on my behalf
18 October 2023
Unprompted review
Reply from Rubbersole.co.uk
Hello Stephen,
I understand that you have a few questions regarding our website which you find unclear.
Regarding coupons, it is correct that we have certain conditions for our coupons. These terms and conditions are indicated on the email you have received with the coupon code and also under my advantages.
Regarding our customer phone. I apologize that you have not been able to reach us by phone. Our customer phone is not available at the moment. We will however be back in service again the 23rd October at 9 o’clock.
With regards to the question about delivery charges, We do offer free delivery and returns, yet there is an asterisk * which explains the details further when clicked upon.
For all orders placed on Rubbersole.co.uk, we use 2 warehouses; one is located in the UK (Peterborough) and the other one in France (our central warehouse).
More detailed information can be found under FAQ and terms and condition, which can be seen on our front page.
You can always reach us by mail. We normally reply within 2 business days, which also appears on the confirmation mail when you make an email request with our customer service.
I apologize that you find our company untrustworthy.
Wishing you a lovely day.
Kind regards
Rubbersole
Bought my sons shoes from these in…
Bought my sons shoes from these in September for school haven’t even lasted a term. Tried calling says they are shut tried emailing no answer. Appalling service!
18 October 2023
Unprompted review
Reply from Rubbersole.co.uk
Hello Aaliyah,
I understand that you would like to place a reclamation on your order.
I apologize that you have not been able to reach us by phone. Our customer phone is not available at the moment.
You can always reach us by mail. We normally reply within 2 business days which also appears on the confirmation mail when you make an email request with our customer service.
However, we have replied to your mail within the day.
I hope you have received all the information needed. You are always welcome to contact us by mail.
For your information, our customer phone will be online again from the 23rd October at 9 o’clock.
Wishing you a lovely day.
Kind regards
Rubbersole
Fuming!!!!!
Fuming!!!!!
My bank tried to stop the transaction but I stupidly said that I was okay with my purchase.
Shoes ordered on the 21/09/23 lots of promotional emails but I can’t get in touch with them to see where my purchase is or a refund!!!!!!!!
21 September 2023
Unprompted review
Reply from Rubbersole.co.uk
Hello Vicki,
We're sorry to hear that you haven't received any news about your order.
We understand how frustrating this can be, and we apologize for the inconvenience this may have caused.
Unfortunately, due to unforeseen circumstances, our telephone for our customer service is currently closed.
However, we are here to help you, please send a mail to adriana@rubbersole.co.uk.
In order for us to resolve this issue quickly, please write from the mail you used initially to place your order.
We will then get back to you as soon as possible.
We are committed to improving our communication with our customers and providing you with the best possible service. We appreciate your understanding and patience in this regard.
We look forward to receiving your email so that we can solve this matter as soon as possible.
Kind regards
Rubbersole
This is zero for customer service
This is zero for customer service. The customer number on the website (02080 683178) does not work. All you get is 'we are currently closed, please ring again during our business hours'. Obviously I am not trying to call them at 3am.
I have tried calling on different days, at different times. Rubbersole advertise free delivery for orders over £30 and yet I was charged in full. I would like to know why. I would also like a working customer service number - if one exists.
9 October 2023
Unprompted review
Reply from Rubbersole.co.uk
Thank you for taking the time to share your experience on Trustpilot, and we're sorry that you've experienced difficulties with our customer service team. We understand your frustration, and we apologise for any inconvenience this may have caused.
Unfortunately, due to exceptional circumstances, our telephone customer service is currently closed. However, we would like to remind you that our customer service remains available by email. We are determined to assist you in the best possible way, even at this time.
We plan to resume our telephone operations on the 23rd of October. In the meantime, please do not hesitate to contact us by e-mail, and we will do our best to help you.
Your satisfaction is important to us, and we are committed to providing you with a better service in the future. We hope you will give us the opportunity to improve and meet your expectations.
We appreciate your understanding and patience during this exceptional time. Thank you for being part of our community, and we look forward to serving you again from 23 October.
Thank you
Team Spartoo
Tried to make purchase for Dr Martens…
Tried to make purchase for Dr Martens boots only for the checkout to be timed out 3 times.
No order confirmation however three lots of £173 have been taken from our account.
Can’t get through to customer service
3 October 2023
Unprompted review
Reply from Rubbersole.co.uk
Hello Emyr,
Our customer service can indeed be contacted by phone at 02080 683178, Monday - Friday : 8am - 4pm or by email at adriana@rubbersole.co.uk
Please attempt to contact us again and we will correct this situation.
We hope that this unfortunate circumstances will not affect your trust in our company, we apologise for any inconvenience that this may cause you.
Kind regards,
Aaron with Rubbersole
No problems whatsoever
No problems whatsoever and v quick delivery. Very happy with my camper sandals !
27 September 2023
Unprompted review
None of their phone numbers work...even…
None of their phone numbers work...even though they know this are still telling people in these comments to ring them? Why would you do that??On calling said number at midday today I'm duly informed I'm calling 'out of hours and to call back between 8 and 4'..LOL!
I have raised query on boots returned for a smaller size received back to RSole on the 22nd - now 27th and after emailing for information all I've had back is a copy of the issue raised to the website. All I want to hear is that they've sent the smaller size...or have refunded my almost £250...Having looked at comments and having already purchased another pair of boots which arrived a few days ago also at same/similar price I doubt I'll purchase from then again. This isn't good CS Rubbersole..at all.
Updated email today informing me delivery shall be beginning of next week so here's hoping🤞🏻
27 September 2023
Unprompted review
Reply from Rubbersole.co.uk
Hello Claire,
I apologise that you had trouble contacting us. If our phone lines are closed then this could mean we were in a meeting as we had a company-wide meeting last week. Our customer service can indeed be contacted by phone at 02080 683178, Monday - Friday : 8am - 4pm or by email at adriana@rubbersole.co.uk
I am so sorry you did not receive the size you were hoping. After looking into your account, you should have received the smaller size by now.
Thank you for your patience and understanding. See you soon at Rubbersole!
Kind regards,
Adriana @ Rubbersole
Transaction says declined but money…
Transaction says declined but money pending from my account. Tried to contact customer services during opening hours of 8-4 and the line says they are shut.
26 September 2023
Unprompted review
Reply from Rubbersole.co.uk
Hello Jodie,
I apologise that you had trouble contacting us. Our customer service can be contacted by phone at 02080 683178, Monday - Friday : 8am - 4pm or by email at adriana@rubbersole.co.uk
Please contact us and we can correct this situation. We apologise for any inconvenience that this may cause you. We will be able to offer you a refund or make your order go through properly, as well as a discount.
Thank you for your patience and understanding. See you soon at Rubbersole!
Kind regards,
Adriana @ Rubbersole
Sent out the wrong size
Sent out the wrong size, sent them back but no exchange tried phoning several times no answer always says out of hours whatever time you phone.
Have just received a replacement and they sent out the wrong size again!!
1 September 2023
Unprompted review
Reply from Rubbersole.co.uk
Hello Mark,
I apologise that you had trouble contacting us. Our customer service can be contacted by phone at 02080 683178, Monday - Friday : 8am - 4pm or by email at adriana@rubbersole.co.uk
I see that your correct size is currently being prepared to ship out to you.
We hope that this unfortunate circumstance of the exceptional warehouse mistake will not affect your trust in our company, we apologise for any inconvenience that this may cause you.
Thank you for your patience and understanding. See you soon at Rubbersole!
Kind regards,
Adriana @ Rubbersole
Ordered a pair of shoes
Ordered a pair of shoes. They sent wrong size. Tried to return, the Yodel label emailed to me wouldn’t scan at drop off point and said it had been used before. Since then, radio silence from customer services email. Contact number never connects. It is a total scam. Look at reviews on Facebook for more info. Absolutely dreadful.
I have seen response below. I have tried the number several times, it is a recorded message that has no message facility. I have emailed the address provided 3 times and nobody has responded.
Note the response below - they never answered the phone or sent an alternative label.
7 September 2023
Unprompted review
Reply from Rubbersole.co.uk
Hello Natalie,
I apologise that you had trouble with your order and that you had trouble contacting us, but I can assure you, you have not been scammed.
Please contact our customer service by email at adriana@rubbersole.co.uk or by telephone at 02080 683178 (local call rates apply) so we can help you sort this out. We are available from Monday to Friday from 8:00 am to 4:00 pm GMT.
We will be able to send you a different return label to use, as yours had issues scanning.
Have a lovely day!
Katie at Rubbersole
Not Free Delivery
Website states free delivery on orders over £30, but added a £66.30 item to basket only to be stung with almost £5 postage. Obviously not free Postage!
Very disappointing and misleading, buyers beware.
18 September 2023
Unprompted review
Reply from Rubbersole.co.uk
Dear Mr. Hoyle,
Thank you for taking the time to leave us a review. I am sorry to hear you felt misled by our delivery policy. My apologies for any inconvenience caused.
We do offer free delivery and returns yet there is an asterix * which explains the details further when clicked upon. For all orders placed on Rubbersole.co.uk, we use 2 warehouses; one is located in the UK (Peterborough) and the other one in France (our central warehouse).
For all items coming from our UK warehouse, delivery is free of charge with Evri Standard or 3.98 for Evri Express.
After Brexit took place, we had to stop all shipments from France momentarily due to logistical reasons. We have now managed to activate shipping for items coming from the French warehouse, but unfortunately delivery is not free for these items. For orders coming from our French warehouse, delivery is £4.98 with Evri Standard.
You can tell where your item is coming from based on which delivery fee is being offered when you proceed to the payment page. I hope this helps and makes sense.
I was unable to locate an order with just the information you have provided, so I would invite you to contact our customer service team email at adriana@rubbersole.co.uk or by telephone at 02080 683178 (local call rates apply) for further help. We are available from Monday to Friday from 8:00 am to 17:00 pm GMT.
Have a nice day and take care!
Kind regards,
Aaron
Transaction timed out, no confirmation but money taken from account
I tried to place an order which then timed out on the payment page. I checked my bank and the money hadn’t been debited so I placed the order a second time, using my credit card this time - I must have had a sixth sense that something might go wrong! Half an hour later the money for the first, unsuccessful order, for which I have zero confirmation details, has been marked as pending and the balance has been withdrawn this morning. The money for the second successful order has also been taken from my credit card.
No customer service available at the weekend, the email contact kept looping around to the same FAQ page and I only managed to find a way to get in contact here. Looking at reviews I am not holding out a lot of hope for a swift reply and I won’t be able to phone between 8 and 4 as I work.
So, if you’re reading this - my name is Becs Clive and my confirmed order number is: 1050429713917048 for £177.37. I would like the additional £177.37 taken from my current account just prior to this refunded without delay please.
As an aside, in regards to the “free delivery and returns” I didn’t manage to find anything on the website that would fit these terms as everything was being sent from their French warehouse and therefore chargeable at £4.98. Maybe not exactly false advertising but definitely economical with the truth I would say!
16 September 2023
Unprompted review
Reply from Rubbersole.co.uk
Hello,
I apologise that you had trouble with our payment and checkout.
Your second charge has been refunded to you since the 18th of September. You should see it within your account now.
We have contacted you via email and refunded you your delivery fee (£4.98) for this inconvenience. I am sorry about this.
We hope that this unfortunate circumstances will not affect your trust in our company, we apologise for any inconvenience that this may cause you.
Thank you for your patience and understanding. See you soon at Rubbersole!
Kind regards,
Adriana @ Rubbersole
Use a different retailer
Ordered a pair of boots from Rubbersole. 1st pair dispatched and subsequently either lost or stolen by Evri. 2nd pair dispatched but again got “lost” by Evri. It was only after I logged complaints with Evri that the 2nd parcel reappeared.
Rubbersole customer service slow to react. When I said I’d needed the boots but a certain date they offered a refund, but that was then withdrawn when they saw the 2nd parcel has been found (but still not yet delivered)
1 September 2023
Unprompted review
Reply from Rubbersole.co.uk
Hello Kathryn,
Thank you for taking the time to share your shopping experience. I apologise for the inconvenience caused. Our team has offered a partial refund of your order since the 2nd parcel is still on its way and is not late. We have also offered a full refund if the parcel does not arrive during the expected delivery dates.
If you require any further information, Kathryn, please do not hesitate to contact us by email at adriana@rubbersole.co.uk or by telephone at 02080 683178 (local call rates apply) for further help. We are available from Monday to Friday from 8:00 am to 4:00 pm GMT.
Kind regards,
Aaron
AWFUL, RUBBERSOLE
I WOULD GIVE ZERO, AWFUL, Awful experience talking to EMILY, customer service but that’s not what l would call it!! Ordered from Rubbersole some Vans trainers but they sent me the wrong size (how hard can it be to send out the correct size??? KATIE warehouse manager) Phoned Rubbersole up to get an idea of when the correct size would be sent out as l am moving home on the weekend. Explained the mistake to EMILY but this seemed like a normal thing to her. No empathy, no sorry until l mentioned her silence and cold response. She did not ask me if this was an inconvenience or if she could help. She said it was a French company and she was the only one who spoke English??? After I asked to speak to a manager but l was told that the managers did not speak to customers!!! I’m sorry!!! If l require some decent service then a Rubbersole manager should be available.
So l have now go out of my way to pay to print a label for a return which was Rubbersoles mistake and they will now most likely send out the (possibly correct size) to my old address. WILL THEY GET IT RIGHT THIS TIME???!!!
14 September 2023
Unprompted review
Reply from Rubbersole.co.uk
Hello dear customer,
Thank you for taking the time to share your shopping experience. I apologise for any inconvenience caused. Our team has contacted you via email, please keep an eye out for our message.
If you require any further information, please do not hesitate to contact us by email at adriana@rubbersole.co.uk or by telephone at 02080 683178 (local call rates apply) for further help. We are available from Monday to Friday from 8:00 am to 4:00 pm GMT.
Kind regards,
Aaron
What a fantastic company
What a fantastic company
Great customer service
I had a Royal Mail problem with a pair boots I bought from this company ( NOT RUBBERSOLES FAULT) but they stepped in and sorted it
4 September 2023
Unprompted review
Highly recommend!
Highly recommend!
After reading negative reviews I was nervous but decided to try and I was so happy with the customer service and how quickly they delivered and how smoothly and quickly was my refund.
No issues at all!
22 August 2023
Unprompted review
Ordered some oakley sunglasses from…
Ordered some oakley sunglasses from rubbersole and after they snatched my money they canceled the order and I haven't heard ANYTHING from the company about a refund.
The communication levels with Rubbersole are abysmal.
Then I read about all the scamming.
I will do what I can to get my money back but honestly I expect to hear 💯 of nothing.
13 August 2023
Unprompted review
Reply from Rubbersole.co.uk
Hello Jeanette,
I apologise that you had trouble with your order, but I can assure you, you have not been scammed.
Please contact our customer service by email at adriana@rubbersole.co.uk or by telephone at 02080 683178 (local call rates apply) so we can help you sort this out. We are available from Monday to Friday from 8:00 am to 4:00 pm GMT.
Have a lovely day!
Katie at Rubbersole
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