AQUILA Reviews 16

We had an extremely distressing experience at the Aquila store at DFO Moorabbin in March 2026, which was later compounded by a complete lack of response from Aquila Head Office.
After purchasing two pairs of men’s shoes (one taken on the day and one paid in full to be sent later), we were contacted by the same staff member approximately an hour after leaving the store and falsely accused of stealing a pair of shoes. We were told there was security footage and that police would be contacted.
Given the seriousness of the accusation, we immediately returned to DFO Moorabbin and requested centre security attend as independent witnesses. Two DFO security officers investigated the matter and determined that the accusation of theft was entirely unfounded and unsupported by any evidence.
Despite this independent finding, the staff member refused to acknowledge any error, declined to apologise, and initially refused a refund. Being falsely accused of theft in this manner was humiliating and deeply upsetting.
We subsequently made formal complaints to both Aquila Head Office and the Moorabbin DFO store. No formal response or resolution was ever provided.
This review is a factual account of our experience. While mistakes can happen, the refusal to take responsibility, apologise, or respond to a formal complaint reflects very poorly on Aquila’s customer service and complaint‑handling standards.

DO NOT BUY SHOES FROM THIS COMPANY.

Sizing has changed and getting a refund is impossible.

The quality of their Stanton black formal shoes is so bad. For years I have worn English black shoes to work, they have lasted years. The Aquila shoes have barely last 6 months, the heels breaking down (and I always use a shoe horn), the stitching going and they never reached a decent shine. Aquila was a bit of a test, not having worn them since my youth. Never again. And they weren’t cheap.

I bought a pair of shoes from Aquila Outlet DFO Homebush. When I tried them on, they felt a bit tight on the sides, but the salesperson insisted he owned the same pair, told me they were very comfortable, and that I’d “get used to them in a few hours.” I trusted him.

The truth? After only 2–3 hours of wearing them indoors, I experienced terrible foot pain and blisters on my heel. The shoes felt like torture — honestly, tying rocks to your feet would be more comfortable.

When I went back to the store for help, things got even worse. They flat-out refused to accept a return or exchange. I even offered to pay an additional $50–100 just to swap for a different pair, but instead they tried to push me to buy a completely new pair at full price. Once they take your money, they simply don’t care about you anymore.

The staff were also dishonest — saying things like “we didn’t tell you to buy it, you chose it yourself.” This is unacceptable.

⚠️ Aquila Outlet DFO Homebush is the worst shopping experience I’ve ever had. Poor quality shoes, no accountability, and customer service that shows zero respect. Avoid at all costs. Don’t waste your money here.

Three of our party of 6 became extremely ill with food/ water poisoning. The 3 of us drank water from a water cooler in the spa. I emailed Aquila and received an annoyed and defensive response saying they take no responsibility. I would have expected them to say they would perhaps clean out the cooler system in case there was something in the pipes etc but no.
No offer or even a small gesture even though the 3 of is missed 4 meals and 2 game drives that we had paid for.
A small gesture of good will would have gone a long way and would have resulted in me posting something quite different.
I would not risk another visit there. I had read many negative comments on social media but decided to ignore them.
On my next visit we will visit an alternative game reserve.

Excellent service today from Arthur at Aquila Premium Outlets Harbour Town on the Gold Coast. Very knowledgeable and friendly. Left me to do my browsing and then extremely helpful and positive when I engaged. I walked out with three pairs of shoes, four pairs of socks and a smile. Much needed as we came from an extremely poor experience at the nearby Boss outlet where I walked out without buying anything because of poor service.

Worst Customer Experience

My $650 boots had their soles worn out in less than 3 months. I have multiple shoes so there are not the only ones I wear. I would say a total of 10 occasions I wore them. Shocking quality and even worse customer service. Aquila replied with its normal wear and tear. Hmmmm I think not. I had a previous pair which I wore for years without any issue. Their quality has really dropped as has their customer service.

Interesting that you cant leave reviews on their website either. Seems they only add reviews they like.

My 3 week old Aquila Manning Chukka boots ($249 from Myers) are falling apart - the heels are badly attached with a couple of staples and the glue (if there is any?) has let go, making the heels loose.
Great leather and look no doubt the uppers will wear very well, but basic quality stuff like this is a real let down on moderately expensive shoes from a supposedly high quality brand.
Disappointed!

Their newsletter system offers a discount/promo code to an existing cart without expiry date. It was working and i left it aside for I will submit the order. When I go to do, it said it was invalid. Contacted the customer service, and they would not believe me and help me. They advised it has expired and would not work anyway due to existing offer?! But it worked before and the existing offer is being an Aquila+ member. When you read the email, the code is to apply on the existing cart (on top the existing discount).

I went in-store, the nice staff member agreed with me but she talked to the head office and to the same person I was chatting online and who refused to apply it. I left without buying the three pairs of shoes i was ready to purchase. Principles.

I have been an Aquila user for many years, but recently I purchased a pair of Artie Brown boots that scuffed on top of the toe really badly after 1 hour wearing them in my office. I returned the shoes for assessment, only to be told it by Aquila that it was my fault. These shoes are NOT the same leather quality as they used to be. Aquila refused to accept any responsibility and I was left with a worthless pair of boots. Definitely DO NOT BUY these shoes.

I have shopped with Aquila for a while and I know my sizes.
I ordered a 39 shoe and received a 40 in a 39 box.
What did you think I wasn't gonna try the shoe on.
The sad thing is you guys have the best shoes and by doing this your destroying your reputation

Had 3 pairs of aquila shoes in the last two years. each pair fell apart. rubbish customer service for refunds.

1. Sole worn out after 3 months of not excessive wear. Had to send pictures. Promised refund. Sent back but never refunded.
2. Bought my first Aquila in 1978. Definitely a drop in quality since the good old days. Lot of Chinese made sold now. Not good value for the price.

Theft…I reported credit card fraud to them so they could cancel the order and return my money. I was told my money would be refunded. They cancelled the order then told me I would have to go through my bank to get my money back. Thought I was doing the right thing…wrong! If it happens again I won’t warn them I’ll just wait until they have lost their goods and then go through my bank for a refund. Politix, Florsheim and New Balance didn’t have a problem and the money was refunded straight away. Obviously Aquila is doing it tough and need to hold onto my money for as long as possible.

I purchased a new pair of Dylan Testa Di Moro Dress Shoe which looked like a pair of used shoes when I received them. When I posted this review on their website it was not allowed because I was told that the "we have not approved this review as it is not a review directly of the product that was purchased. The feedback provided was in regards to the condition of the shoes that were received."

So I find this very unusual, in poor taste and apparently a company policy as the person who told me was a 3 yr 10 month employee. She also stated they have NO PRIVACY OFFICER, which is a breech of Australian Law.

I know not everyone has the same experiences which is why there is a review process and other consumers and make up their mind one way or the other.

Pegging your website with nothing but good reviews is going to come back to haunt you Aquila.