Doesn't deserve one star but can't leave a review otherwise. Very poor service.Ordered shoes and paid with card.No indication that it had been successful and no order confirmation email so tried again... See more
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Excellent customer service. Ordered Birkenstocks, arrived very quickly. Too small so returned and received refund within 24 hours. Received emails throughout process. Will purchase from them again.
I love the variety of sizes and clothes. They have a good size range and I like the tips that are given for the sizing of the shoes as this often saves a lot of to and froing. Furthermore, the quality... See more
Absolutely without a shadow of a doubt the very worst company ever to try and get a refund of when the evidence is clear as day you did not receive the parcel,.video evidence, plus confirmation from t... See more
Company replied
Company details
Written by the company
Footwear, clothes, bags and accessories... More than 1,500 brands and 100,000 styles, free delivery, free returns. Birkenstock, Nike, Converse, Dr Martens, Fitflop, Crocs...
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3.4
Average
4K 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 month
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So, whilst I would not buy from this Company again, I did find the telephone customer service very helpful. And the money has been reimbursed to my account. So I have gone from only 1 star to 3!
Since writing the review below I have had very positive communication with both telephone staff and email. I am now waiting for the refund. Just want to flag up as others have done to look very very carefully at the info given at checkout, it is very carefully hidden hence so many ending up in similar situation to me.
As per all other reviews, be very careful with this company. Hidden costs are not clear... I am still waiting for order to arrive and rang customer service this morning to be told that the two pairs of shoes I ordered are due for delivery today and I will have to pay import fee as order over £100 as shoes coming from France!! When asked how much the import tax will be I was told £53!!!!! Despite the replies throughout from Adriana (?AI?) to reviews, the website is so unclear. As IF I would have ordered had I known of additional fees! I have been told to refuse accepting the delivery and my money will be refunded...feeling very very frustrated and disappointed with this experience.
July 15, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello Caroline,
Thank you for your review and for the edit with further explanation of your experience.
Once we have confirmation from UPS that the parcel will be returned, we refund you in full. As a reminder, as long as your order is below £135 then you will not have import charges. You are welcome to place your order again in two separate orders to avoid the import charges. Contact us again further information.
Marie with Spartoo
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Shocking that they add tax and take…
Shocking that they add tax and take your payment without letting you know beforehand! I declined the parcel 2 weeks ago and I still haven’t had a refund or any correspondence to say it was even back with them! This causes nothing but stress! Steer clear of this company!
July 5, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello Gerogia,
The information regarding customs fees is indicated in multiple sections on our website, including our Terms and Conditions, as well as our FAQ Delivery page. Most importantly, you can find the information on the payment page when you place your order underneath the green button "Confirm Order." The text reads: "Please note: from 1 January 2021, all orders dispatched from our warehouse in France above £135 in value will be subject to import VAT at delivery."
I'm sorry if you have overlooked this when placing your order. Please understand, these import fees are imposed and enforced by the British government. As a company, we do not have any say in it, nor can we estimate how much they will be.
Once we have confirmation from UPS that the parcel will be returned, we refund you in full. After checking your order, I see it was refunded on 15/07/2024.
I am sorry that you had stress from your order, but I assure it, it has all been handled by us and there will be no further contact from UPS about this order.
Marie with Spartoo.co.uk
Be aware of additional VAT charges
Be aware of additional VAT charges!
Spartoo's approach to their customers being charged twice for VAT (and the point of sale and on import) is shocking. Spartoo know that they shouldn't be charging GB VAT on goods over £135, when sold in France, yet they continue to do so knowing full well that their customers will be charged again for VAT by UPS (who are required to collect VAT on imports) when delivering the goods.
Spartoo just blame the customers and blame the UK Government, rather than addressing their business operating model.
January 5, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello,
The information regarding customs fees is indicated in multiple sections on our website, including our Terms and Conditions, as well as our FAQ Delivery page. Most importantly, you can find the information on the payment page when you place your order underneath the green button "Confirm Order." The text reads: "Please note: from 1 January 2021, all orders dispatched from our warehouse in France above £135 in value will be subject to import VAT at delivery."
I'm sorry if you have overlooked this when placing your order. Please understand, these import fees are imposed and enforced by the British government. As a company, we do not have any say in it, nor can we estimate how much they will be.
We also have a section in our Terms and Conditions regarding VAT and Customs Duties.
“9.3 VAT and Customs Duties: Any order placed on the Site and delivered may be subject to any taxes and customs duties imposed when the package reaches its destination.
These customs duties and any taxes linked to the delivery of an article are at the Customer's expense and are the responsibility of the Customer.
SPARTOO.CO.UK is not obliged to verify and to inform the Customer of customs duties and taxes applicable. By ordering on the Site, the Customer is considered as the official importer and obliged to respect all the laws and regulations of the country where the merchandise is received.
Clients should be aware that cross-border supplies may be subject to an opening and inspection procedure by the customs authorities.”
You can also visit the following website to apply for a repayment for import duty if you feel like you have overpaid: https://www.gov.uk/guidance/how-to-apply-for-a-repayment-of-import-duty-and-vat-if-youve-overpaid-c285
Marie with Spartoo.co.uk
Easy to order and prompt delivery
Easy to navigate ordering on line. Prompt delivery. Delightful courier.
July 4, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello Cristina,
I'm Marie, Quality Manager at Spartoo.co.uk
I am pleased to hear that you are satisfied with your latest order and would like to thank you for taking the time to let us know.
Your feedback is essential for the continuous improvement of our services.
I wish you a nice day, Cristina and hope to see you soon on Spartoo.co.uk.
Absolutely excellent from start to…
Absolutely excellent from start to finish
June 20, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello Marie,
The entire Spartoo.com team would like to thank you for the warm comment you took the time to write following your last order on our site.
We are pleased to hear that our expertise helped make your last experience on our site a pleasant one.
We hope to see you again and counting you among our customers for many years to come.
Spartoo Customer Service team
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really really disapointed when I had to…
really really disapointed when I had to pay 80 pounds for the customs. I ordered on spartoo.co.uk so really far from thinking about that and had no idea that i will have to pay. I was never warned about that. I really have the feeling to be cheated. Free delivery that's a lie.
June 22, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello Bea,
I am sorry that you feel cheated with your latest purchase on our website.
Orders which are above £135 in total value and coming from our warehouse in Fran will result in UPS asking for further payment of Customs Duty. You can always know which warehouse the item is coming from with the courier offered at checkout. UPS is for the French warehouse, or Evri for the UK warehouse.
Unfortunately, to receive your parcel, you would need to pay these charges. If you did not wish to pay these import fees, you may refuse the delivery, and it would be returned to us and your order refunded.
The information regarding customs fees is indicated in multiple sections on our website, including our Terms and Conditions, as well as our FAQ Delivery page. Most importantly, you can find the information on the payment page when you place your order underneath the green button "Confirm Order." The text reads: "Please note: from 1 January 2021, all orders dispatched from our warehouse in France above £135 in value will be subject to import VAT at delivery."
I'm sorry if you have overlooked this when placing your order. Please understand, these import fees are imposed and enforced by the British government. As a company, we do not have any say in it, nor can we estimate how much they will be.
Please contact us for any further questions with the following email adriana@spartoo.co.uk or at 02033 182709 (cost of a local call). We are available from Monday to Friday from 8:00 am to 4:00 pm GMT.
Marie with Spartoo.co.uk
Great experience shopping from this is…
Great experience shopping from this is company, as they have Amazing customer service & process orders quickly and efficiently.
Will definitely buy from them again.
June 15, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello Demi,
I am delighted to read that you have appreciated our professionalism and the efforts made by our logistics team to make your latest purchase on our site an exceptional moment.
Your feedback is important to us, as it is the main indicator of the quality of our services and reassures us that we are constantly striving to improve the offers and services we provide to our customers.
We look forward to counting you among our loyal customers for many years to come.
The Spartoo Customer Service team
Beige Suede block heel shoes
Lovely shoes,very good fit, very comfortable, would buy again from Spartoo
June 19, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello Vivien,
I'm Marie, Quality Manager at Spartoo.co.uk
We are grateful for your message in which you tell us how satisfied you were with your visit to our online store.
This enables us to identify the points on which we need to focus our attention in order to offer you a constantly improved quality of service.
I wish you a nice day, Vivien and hope to see you soon on Spartoo.co.uk.
Twice I have ordered size 6.5
Twice I have ordered size 6.5 - US9. Just received replacement pair and again you have sent size 6 US 8.5. They don’t fit!!
I will be returning these and will purchase elsewhere.
June 14, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello Jennifer,
I’m Marie, Quality Manager at Spartoo.co.uk
I am sorry to hear that you received an item of different size than the one expected following your last orders.
At Spartoo.co.uk, we pay particular attention to the preparation of your orders and ensure that the quality of these is up to your expectations.
I would therefore like to personally provide my apologies for this obvious error, in order to ensure that the appropriate measures have been taken so that our logistics staff will be more attentive in the future.
In order to further apologize for this mixup, I have sent you a coupon for a future purchase a part of the reply to the email you have sent us about this.
I apologise for this inconvenience.
The customer services team with Spartoo
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After ordering I was left without a…
After ordering I was left without a email,so went on to read trust piolet,but next day adriana responded very promptly and confirmation was received,after that delivery was on time with no problems,very happy with my order and with no hidden fee as my order was under the 136 pound, I would definitely use again and would recommend
June 1, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello Daniel,
I'm Marie, Quality Service Manager at Spartoo.co.uk
I am delighted to read that you have appreciated our professionalism and the efforts made by our logistics team to make your latest purchase on our site an exceptional moment.
Your feedback is important to us, as it is the main indicator of the quality of our services and reassures us that we are constantly striving to improve the offers and services we provide to our customers.
We look forward to counting you among our loyal customers for many years to come.
No customer service whatsoever!!!
No customer service whatsoever.... you go around in circles to try arrange a return. Call centre always closed and chat bot refers u to website where there is no way or arranging a return..... I will take this up with my credit card provider as I want to return and item bur no way of doing so!!! Absolutely shocking website!!!
May 21, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello Julie,
I am sorry that you had trouble contacting us. There was an exceptional closure of the line this week.
If I have found the correct customer account, then I believe you already have a return registered. Once we receive the parcel back in our warehouse, the funds will be issued back into your account in the next 3-4 business days.
I apologise for this inconvenience.
Adriana with Spartoo
I ordered shoes Timberland size 11 and…
I ordered shoes Timberland size 11 and they sent me wrong on size 11.5
It's far to big.
The big headache is I'm tried to return parcel back to them, and can't sent.
they don't give a Evri return barcode
Or Yodel return barcode to scan.
I went into 5 places for return and the shop keeper told me "go print out label yourself,
I can't!! I don't have printer at home.
all of this is they failed, give me to much issues, headache, waste my time from work and disappointment for birthday presents 🥲
Any one got any idea on other way to return please.
Thanks
May 18, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello Cayla,
I am sorry that you have had trouble completing your return. The yodel return label we provide can only be printed from the pdf and not by scanning at the shops.
We have posted a return label to you in the mail so that you can complete the return.
I hope this helps.
Adriana with Spartoo
Nice trainers BUT import tax is NOT…
Nice trainers BUT import tax is NOT mentioned if ordering from the UK. I understand why it isn't, who would order knowing free delivery is NOT true. I'm £42 poorer, I didn't want to risk sending them back for 'free' as I simply didn't believe it! My first and last order from this company!!
May 17, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello,
I am sorry that you did not realise there would be import taxes. If your order is coming from our warehouse in France is above £135 in total value, then UPS will require further payment of Customs Duty.
Unfortunately, to receive your parcel, you would need to pay these charges as you did. If you do not wish to pay these import fees, you may refuse the delivery.
The information regarding customs fees is indicated in multiple sections on our website, including our Terms and Conditions, as well as our FAQ Delivery page. Most importantly, you can find the information on the payment page when you place your order underneath the green button "Confirm Order." The text reads: "Please note: from 1 January 2021, all orders dispatched from our warehouse in France above £135 in value will be subject to import VAT at delivery."
I'm sorry if you have overlooked this when placing your order. Please understand, these import fees are imposed and enforced by the British government. As a company, we do not have any say in it, nor can we estimate how much they will be.
For all orders placed on Spartoo.co.uk, we use 2 warehouses; one is located in the UK (Peterborough) and the other one in France (our central warehouse). We offer free delivery from the UK warehouse and delivery from the French warehouse is £4.98. Returns are free no matter which warehouse it comes from.
I am sorry again that you are unhappy with our service.
Adriana with Spartoo
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Do not buy from Spartoo ...
Don't buy from Spartoo, when they deliver your product to you, they charge extra import duty for your item and also they say free delivery but don't give you free delivery. Their customer service is really bad they don't care about customers complains. After couple of emails they stop replying to you . they totally mislead customers as pretending UK base company . please do not buy from them . as a reply for your complaint jus send a cut and past reply and simply ignore your matter.
May 10, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello again,
As stated in my previous response and our email correspondence. We do not have any control over the import duty charges. This is calculated by the UK Government and the fees are not paid to us. I explained this in our emails.
Also explained in our email correspondence, the delivery is Free from the UK warehouse and £4.98 from the French warehouse. This is not hidden information, it can be found if you click on the little * next to free delivery or in the help and contact section under deliver costs, or in the terms and conditions.
I am sorry that you are upset but you had all the information available to you and the option to not pay.
Adriana with Spartoo
Regret having to communicate in this…
Regret having to communicate in this way but placed and paid for an order over a week ago as well as having emailed this company regarding my order with no reply. Have received no order confirmation and beginning to feel this may be a scam.
Spartoo if you read this I request you contact me regarding my order.
May 6, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello Karina,
I apologise you have not had a response from us. I have found your order and I regret to inform that we do not have any emails from you. Your order confirmation should have been received in your hotmail account.
I have sent you an email detailing your order, the delivery and the tracking link.
I apologise that you had trouble contacting us. You can contact our team at adriana@spartoo.co.uk or by phone at 02033 182709.
Adriana with Spartoo
After reading the reviews I was a…
After reading the reviews I was a little hesitant ordering but all my fears re previous reviews were unjust.
I had no problems with ordering or delivery.
I was kept in touch with regarding dispatch & my item arrived on time with no hidden fees that some others had spoken about. I would definitely order from Spartoo again - great prices & communication ⭐️⭐️⭐️⭐️⭐️.
May 8, 2024
Unprompted review
Reply from Spartoo.co.uk
Thank you for your kind words! As we have explained in other comments, as long your order is either coming from our UK warehouse (you can know this by the courier being offered being Evri instead of UPS) or is below £135 in total value including delivery, then there will be no import charges.
Just a reminder for any future orders!
Have a lovely day!
The team at Spartoo
Do not order if you are located in the UK
Do not order if you are located in the UK. I paid an additional £63.23 charged by UPS.
May 1, 2024
Unprompted review
Reply from Spartoo.co.uk
Hello,
For all orders placed on Spartoo.co.uk, we use 2 warehouses; one is located in the UK (Peterborough) and the other one in France (our central warehouse). You can tell where your item is coming from based on which courier service is being offered when you proceed to the payment page, Evri for UK and UPS for France.
If your order is above £135 in total value and coming from our warehouse in France then UPS will ask for further payment of Customs Duty.
Unfortunately, to receive your parcel, you would need to pay these charges. If you do not wish to pay these import fees, you may refuse the delivery and UPS will return the parcel to us, and we will refund your order.
The information regarding customs fees is indicated in multiple sections on our website, including our Terms and Conditions, as well as our FAQ Delivery page. Most importantly, you can find the information on the payment page when you place your order underneath the green button "Confirm Order." The text reads: "Please note: from 1 January 2021, all orders dispatched from our warehouse in France above £135 in value will be subject to import VAT at delivery."
I'm sorry if you have overlooked this when placing your order. Please understand, these import fees are imposed and enforced by the British government. As a company, we do not have any say in it, nor can we estimate how much they will be.
I apologise for this inconvenience.
Kind regards,
The Spartoo team
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Excellent Buy
Shoes exactly as the photos showed. Size fits perfectly and even though quite high extremely comfortable.
April 29, 2024
Unprompted review
Cannot fault my experience .
Cannot fault my experience ..
ordered Dr Marten Sandals , arrived promptly , would definitely use this company again and recommend it .
April 10, 2024
Unprompted review
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