Naturstep Reviews 132

The shoes were barely adequate, and whilst they were big enough for my feet there were so many painful bits which rubbed on my feet as soon as I tried them on. They are of very flimsy construction. Made to be as cheap as possible to produce, whilst still matching the legal definition of "shoe" (something which encloses the feet). Finding a returns address was near impossible. I posted the two pairs of shoes back to the address in Shenzen. Months later they arrived back, "no person by that name at this address". At which point I gave up. Apx £140 wasted on the shoes, and another £20 on shipping cost.

Complete and utter scam business, repeatedly in communications with someone called Emma i payed to return to china(shoes too small) as soon as received radio silence and ignore any and all emails over 6 months now. Proceeded with legal advise for going forward.

If I could give this company minus marks, I would. I received the automated acknowledgement informing me I would get a personal reply to my email within a couple of days. Over the past four months I have sent four emails requesting a reply but have heard nothing. The auto reply indicates that the consumer is very important and implies they will go over and above with their service - the contrary is true.

Do not buy from this company.
They send the wrong sizes and then you have to pay for a tracked return to China to get your purchase price refunded. It took me 3 months and constant emailing to obtain the refund but still out of pocket for the postage.
Not only were the shoes sent the wrong size but they were very cheap quality and would not have been worth what I paid even had the correct size been sent.

Bought sandals costing £39.90 via PayPal on 14 June 2025.
Diabolical, nothing like the picture, quality of materials, manufacture and size all very bad.
Returned the sandals via recorded delivery as recommended, to China.
Many e mails from Emma, promising refund. Proof of postage sent. Last e mail received on 11 August 2025 promising refund and asking me to be patient. To date 22 November, no money received. Have sent another e mail. This company should be banned from advertising on the Internet. Pay Pal and other money transfer companies should refuse to work with them.

If I could give it 0 stars I would. dishonest trader with crappy quality product. rejected legitimate request for refund and just sent the crappy sandals back. DO NOT BUY FROM THEM. i found them on Temu but they are a total ripoff!

This company are not a professional practice. I spent months trying to receive a refund. They prolonged the process for nearly 5 months trying every possible way to avoid giving me my refund, it was horrible. I had to write 2 formal complaints before they delivered, but this was after hundreds of emails asking me the same question over and over again. In the end I had a tracking reference from China on my tabs for 5 months and a confusing 200 email exchanges, preposterous, and they still have not given me my full refund!

I wrote a review previously how dreadful this company is. I’ve returned some sandals for my 94 year old Mum at a cost of £20! And trust me to find out how to return was really difficult.
I’ve been waiting on a refund of £39.99 for over a month even though I’ve been promised this would happen, on this web site (Lisa) & by an Emma from Naturstep. I would advise not using this company. A very disappointed customer.

BEWARE NATURSTEP & NATURSTEPWEAR!!! I bought sandals, which were poor quality and returned them in May - no refund. I have had them returned to me today and I see that their website has been taken down, so I imagine that I will never get my refund. Also, however, there is an amazingly similar website called naturstepwear with the same Naturstep® logo...having gone back to my original order and clicked on the T&C's link - it does indeed take me to the same details as naturstepwear!!!!!!!!!!

If I could give no stars I would !! Bought Naturstep hiking shoes in April, returned them in April to China £24 later !!
Still no refund ! Absolute shambles ! The shoes were cheap, ill fitting and so not worth £49.99 !
Do not buy from them !

If I could give zero I would.
Stay well clear of this company, it’s a disgrace the way that they’re treating customers.
Like other reviews, I returned the shoes , which were awful quality,wafer thin soles.
Anyway at a cost of £23.50 to return I returned my shoes in June and still have had no refund and they’ve also gone quiet on me,not responding to my emails .
STAY AWAY FROM THIS COMPANY

I wouldn't even give 1* this company is terrible. I ordered orthopaedic sandals b at £35: with a refund guarantee which isn't worth the paper it's written on.
The sandals are garbage, as light as anything and break within a couple of weeks. I wrote asking for a refund and received an email saying they would send me a free replacement. I replied that I didn't want a replacement and wanted my money back, but they're email is worded that if you reply to it, then you are accepting their offer of a replacement. I received the replacement and again they were broken within two weeks. Absolute scam artists. Is attach a photo showing you, but don't know how.

I sent some sandals back to this company in June. Been trying ever since to get my refund £39.99
I paid for a service to have them signed for. 2 weeks ago they asked for my IBAN number to refund my money. What a surprise a lot of waffle being emailed to me. Something should be done to stop this company trading and taking people's money. Distgusting company do not deal with them

Shockingly bad company to deal with. Ordered so called orthopaedic shoes that were too small so requested a refund. Was told that I needed to return them to China at my own expense. I did this and supplied them with a postage receipt but now no real contact from them only emails acknowledging receipt of my email and that my query would be handled in 2 days. Guess what - weeks later and no reply and no refund. Avoid buying anything from this company.

Like other reviewers I ordered and recieved a pair of trainers back in mid June this year which are a size too small.

Reported this to Naturestep and apart from vague emails nothing has happened so I have given up wasting my time.

This is the worst Internet supplier that I have ever used.

Recomend nobody else makes the same mistake.

Richard

TOTAL SCAM, LIARS AND THIEVES. They should not be allowed by law to trade under a UK company name and use a UK email address. I returned crappy plastic shoes on 23 June. I have no less than 18 emails asking for my money back. I paid £28 for insured shipping on top of £70 for *orthopaedic " hiking shoes. I have emailed the shipping receipt details as requested. Total scam. "Emma" who emails back is not a human. I know this because my messages to her have become increasingly furious and offensive but the replies are generic cut & paste texts every time. Mr Hai in room 902 does not exist and the address cannot be found on Google maps. They have no honour. Just stealing money from strangers day in and day out without a thought for who is on the other end of their crimes.

Order number UK2128....I placed an order in good faith for shoes costing £149.80 on 15th March 2025...when they arrived the did not resemble their online description and were much too small size wise....I emailed NaturStep and asked how to return unsuitable items...they replied by offering me an "alternative solution" as in 20% discount and a £15 shop voucher....in what way is that an alternative solution for shoes that don't fit and weren't as described online....I then emailed asking for a return address and was given the following "
Mr Hai, Room 902, Jidali Industrial Park, Shajing Street Baoan District, 518104, Guangdong Province, China".....seriously!!! a China address for returns from a company that has UK details for their website and email address which Trust Pilot doesn't permit me to include in my review but this implies they are a UK based business when they clearly aren't....while obviously that's my mistake for making this assumption I am just pointing it out so others are not similarly misguided by this information....I duly returned the items at a cost of £35 on 30th April 2025 with Royal Mail International tracking....guess what...no refund has been issued to date over four months later.....so Mr Hai and Naturstep now have their shoes returned and have made themselves a tidy profit of £149.80.... I emailed them again and asked for my refund to be issued on 23 August and got the following automated response "Thank you for reaching out to us. We have successfully received your email. Your concern is important to us, and a dedicated member of our customer support team will personally get back to you as soon as possible.
Important: Please send your inquiry only once via email. Repeated replies to your ticket or sending a new email with the same concern (for example, one or two days later) will cause your ticket to be placed at the end of the queue and treated as a new request. To receive the fastest possible response from us, please wait and give us a little time to process your request.
No need to worry: If you do not receive an immediate response to your email, it does not mean that we are ignoring your request. We take every concern seriously and guarantee a response within 1 to 2 business days.
We are committed to resolving your ticket promptly and with the utmost care. Rest assured that we will handle your concern with dedication and priority.
Thank you very much for your understanding.
We greatly appreciate you as our customer.
Best regards,
Naturstep Customer Service & Support"..... I am still awaiting a reply nine days later so strongly suspect Naturstep are not taking my concern anyway seriously at all and most definitely aren't handling it with dedication or priority....unfortunately I cannot give zero stars to these fraudsters but hopefully I can save anyone else from being conned like this in future....and based on my own experience I would love to see Naturstep being banned from selling in the UK effective immediately....

Since putting the review on TP (below) & continuing to pursue the issue myself (which included a chronology of all the emails on both sides/photos - but keeping to their timescale of awaiting for their response) I have today at last received a FULL refund & a replacement pair of sandals (without paying to return the broken sandals) - just to give other customers hope if they are not happy.

Bought sandals June 25- orthopaedic! Within month & a half soles of both split right through. Such shoddy workmanship. No contact phone number - automated emails for customer support - such a joke- which don't respond to issues. Still trying to get money back. Stop trading please!!! I am not alone with these issues.

Bought sandals, waited ages for arrival. Emails back and forth exactly the same each time saying to be patient. When sandals arrived from China, nothing like the picture on the website. Made from bright blue plastic and stinking of glue. Asked for refund, was told to return them to an address in Shanghai. Offered me a discount and money off my next pair. Sent them back which cost me £20, the sandals cost almost £40. Took a month to arrive, again same emails asking me to be patient. Eventually after sending details of order, address I sent them to and tracking number numerous times, I received a refund for the sandals. The whole process took about 8 weeks. Do not buy from this company.

Update: I think these sandals are dangeous. I have developed a rash right where they were sitting on both feet. It’s painful and itchy. Please avoid at all costs!!

Shocked this company can trade like this. I bought a pair of sandals in June and when they came I thought they were of poor quality but I put them on and I was surprised at their comfort. However I have worn them a total of six times and one has completely split along the base. I’m sad as a did find them great to wear and I don’t think I’m going to get any help by the looks of everyone else’s experience. It’s just not fair. I don’t have a lot of money and was trying to invest in something that would help my foot and leg pain. Which they did six times haha! The customer service email didn’t work so i don’t think there is even a way to contact them. Great 😧