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Russell & Bromley

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17 Reviews

Collections of shoes and handbags.

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    17 Reviews
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      04.01.2014 15:08

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      try them out but be prepared for a fight if you're unhappy

      I haven't shopped in R&B for a while but am struck by the large number of people complaining about the attitude of the staff there as it corresponds to experiences I had some years ago at the Brighton branch. When I had problems with some shoes I had bought there - marks on a pair of suede shoes that I hadn't spotted at purchase - I was taken aback by the very unhelpful stance of the manager who seemed to present every conceivable obstacle to my attempts to exchange the shoes for an unmarked pair. Given the relatively upmarket profile of the shop I had perhaps naively expected the attitude towards customers experiencing problems to be more gracious, whereas the general feeling was more like trying to get your money back for a useless second-hand radio you'd bought at a flea market. My advice is not to be intimidated, as after some insistence I did get a replacement pair. But I do feel I shouldn't have had to insist.

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      04.12.2012 18:46

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      Can only echo the appalling service listed above. When I pay £165 for a pait of Ladies shoes, worn for two hours on carpet I expect to be able to return them for a replacement if they do not fit I even offered to have pay for the re-sole service myself to then exchange but they were completely instransigent.Manager of the Kingston stor was rude and abusive. I will never shop in Russell and Bromley as long as I live.

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      10.11.2012 01:12

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      I received really bad customer service both in store and from HQ at Russell & Bromley- unacceptable.

      I bought my husband a pair of Barkers shoes from the Russell & Bromley Guildford store. Within eighteen months, a reasonable time, they needed re-heeling and a new sole added, so I took them back to the store and paid £70 for them to be sent back to Barkers to have this done. It took nearly three months to get them back to the store and when they came back the job that had been done was terrible. The inside of the shoes were all sticky with glue, where the inner sole had been lifted and not properly stuck back. The shoes looked like they had been mechanically polished with a different colour, which was ingrained and the brush marks were scratched into the leather. They were also crumpled and wrinked and looked much older than the shoes I said goodbye to.
      So much so, that I queried if they had returned the wrong pair. But was told no that they had been given a tag number and so no they were definately my pair.
      I had to force the store management to look closely at the shoes and acknowledge that this was a poor job and they sent them back again- reluctantly.

      They came back a few weeks later and this time they were worse and more crumpled. They had tried to scour the marks off and this left black lines and marks all over which had also been scratched into the shoes. Basically the management told me that this was 'as good as it gets' and they wouldn't be going back again. They also tried to give me back both the shoes and the money for the repair, saying that I should sort it out with Barkers myself. I insisted that the store keep the shoes and once more send them back to Barkers. I refused to take the money back as I believed that would void the contract that we had entered into to repair them. I found out later that I was right to do so when I took my complaint to Trading Standards.

      Anyway, after several weeks and countless hours of wrangling with both R & B and Barkers, Barkers agreed to replace the shoes by providing a pair to R & B for me to pick up in store.
      Even after Barkers told me that they had agreed to do this, Russell & Bromley customer service were adamant that the shoes were not being replaced. Even though as Barkers had already credited them with another pair, it would have cost them nothing!

      R & B Head Office Customer Service Team were arrogant and dismissive. I was told by Trading Standards that their action over the shoes was contrary to Trading Standards policy. Although Barkers had caused the problem their customer service team were nothing but courteous and tried to sort out the problem. I spent hours on the phone to both customer service teams trying to sort this out and I for one will NEVER EVER buy another item from a Russell & Bromley store.

      My advice if you have to do it and send anything back, for whatever reason, is to make sure you take plenty of dated photos of the item beforehand and make sure the store knows you have done this. I wish I had!
      If they are items from brands other than R & B's own I would buy them from a small independent as you usually get much better sales and repair service.

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      22.02.2012 18:54

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      I bought a pair of Russell and Bromley ankle boots (Wild Child) while on a visit to England 1/2012. I purchased them from a store in Sevenoaks, Kent. I needed flat comfortable boots for walking. They fit perfectly and were very comfortable. I did wear them around London. I have since returned home to the US, and I am so sorry I did not inspect them carefully. The stitching was sloppily done around the top of each boots. I paid 155 which translated to about $245.00 when I got my credit card bill. For that price the boots should have been properly and neatly stitched. I am not happy with Russell and Bromley.

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      18.04.2011 22:53

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      Fantastic service in Sheffield, lovely shoes.

      I went to the Meadowhall Sheffield Branch of this chain and was made to feel very welcome by the friendly staff who couldn't do enough to help me. I wanted a pair of shoes for a holiday and they suggested a few pairs after discussing my needs from the shoes. They brought out a range of shoes and colours and sizes, even half sizes (yes they are still made!!). They really went the extra mile to make you feel special and give you all the help you needed. I was in at least half an hour and they never stopped being helpful. The quality of the shoes is fabulous and they even sent away a pair I'd had for years for repairs. They have a good range of shoes and boots and gorgeous handbags to go with them, the handbag cream is great, keeps my bags lovely and soft. Highly recommended!

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      03.04.2011 20:23

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      I recently returned a pair of russell and bromley shoes to the chester branch where i purchased them over 2 years ago to have them resoled. When i told the assistant the heel was clicking she checked the shoes and said there was a fault with the shank on one of them bearing in mind i had wore them virtually solid for two years she then took my old shoes and gave me a brand new pair free of charge. I did not have the receipt on me but this was not a problem amazing service would only ever buy russell and bromley

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      02.11.2010 20:12

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      I just bought a pair of what I thought were sturdy, rainproof boots from Russell and Bromley. Unfortunately, although sturdy, they were not rainproof. I paid £155 for them and feel really let down. The customer service manager suggested I put wax on them. The make of the boot is Hobo, which is quite apt considering your feet will be as wet as a Hobos if you wear them in the rain.

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      23.02.2010 14:10
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      My £165 boots all-but fell apart after 2 months, no refund or repair offered.

      Without a doubt the worst customer service I've ever experienced - don't buy anything from them!

      I bought a pair of boots from Russel and Bromley for £165 and within 2 months there was a hole in the sole of the and the rubber on the heel was coming away. I took them back to the shop expecting (having been used to good customer service from most shoe shops) that there would be a no quibble exchange. Infact, I was told that they weren't designed for me to go "splashing about in the rain", and that I should have had them waterproofed. I wasn't told this when I bought them, and had only used them at the weekends, and mainly just in the evening. I explained that I wasn't looking for a refund but was deeply dissatisfied. I would however, settle for them being repaired. She said the best she would do was a half priced resole.

      This seemed so outrageous that I phoned head office, only to be told that it was indeed my job to get them waterproofed, and that I should have read the instructions on the back of the receipt...who reads the back of their receipts?

      She further explained that they would examine them, and look at them under a microscope(!), but that if they deemed it to be wear and tear or water damage there would be no free repair/refund. The very idea that there could be any argument for wear and tear after 2 months is so absurd I realised I was wasting my time.

      Russel and Bromley don't offer anything I would recognise as customer service. I was made to feel like an enemy from whom they had extracted their money and no longer wanted anything to do with. Don't buy anything from them or you'll be left powerless, out of pocket and writing reviews online.

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        14.12.2009 14:23

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        I attended your store in Brent Cross on sunday the 13th December and was disgusted with the service that I recieved from your staff, I was intending to buy shoes for my grandaughter and granson but the service was so bad we walked out. I was not want impressed with the shoe fittings and the selction that they had the assistant just could not be bothered and could wait to to make a sale thats all she was concerned about as you can imagiine it takes time to chose the right shoes for a child I will not be shopping in any of your stores in the near future and advising others to do the same. I await you reply.

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        03.09.2009 09:57

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        don't feel obliged to buy shoes that children don't like

        I had a really bad experience buying childrens shoes at Russell and Bromley at Gateshead. Both of my children love buying shoes so when they measured my youngest daughters foot and said it was very narrow and needed a special shoe I was told I should not have bought her supermarket shoes. (Guilt......guilt......guilt) The assistant found her a slender shoe and my daughter insisted it was too tight. The assistant told me she would get used to it over time. Once home I got my daughter to wear the shoe against her objections but when after 20minutes I took the shoe off she had blisters right down the side of her foot! I live 60 miles from Gateshead and had misplaced the receipt but still had the shoe in the bag and box so a few days later I made a special trip to return the £34 shoes. I was told by a really rude assistant that I could not return them because I didn't have the receipt and there was nothing she could do. Once home, I rang Newcastle Russell and Bromley to explain and they very kindly offered to exchange the shoes for some properly fitting shoes.

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        07.07.2009 14:20

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        I would not recommend Russell & Bromley. They charge over the top for the quality of shoes they sell and their customer service sucks. On two ocassions I have brought products (a bag & a pair of shoes) from them and within a week, they've both started to fall apart. Trying to get an exchange or refund on faulty goods that have been recently purchased is an impossible task. They're unapologetic and argumentative. Very difficult company to deal with. Rip off merchants!!!

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        13.04.2009 14:44

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        will never buy again from them

        I bought two pairs (different) of formal shoes from Russel Bromley in December 2008. After bringing them home, I found that the inner leather side of the tongue on one of the pairs is not properly stitched to the upperside. And the stiches were breaking apart (i.e. the upper side was layering off the bottom). I did not have time to go and ask for a refund then because was leaving back to Russia the next day, but still (though very slightly) hope to replace them in about 6 months time since the purchase when next time in the UK. Also on both pairs the insole leather top is not glued to the base and feels like coming off.

        From this experience I would never buy from Russell Bromleys again as their quality control seems non-existing at all. With Clark's such things never happened and I' still wearing boots bought 2 years ago - juts need occational cleaning.

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        10.06.2008 09:03
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        A premium brand with poor service for children

        The quest for children's shoes is never an easy one. If you're happy to stick your little one in whatever is to hand in the supermarket then it's probably not too bad but if you want fitted shoes, and it seems many do, the choice on the high street tends to be Clarks and, if you're lucky you might have a shop selling Start Right. We're not lucky and the only choice in our town is Clarks and, unfortunately, Clarks shoes don't fit my little one.

        In steps Russell & Bromley in a nearby town. Probably best known for stocking expensive adult shoes, R&B also stock, and fit, children's shoes. Our nearest branch stock Clarks, Start Right and Geox shoes along with their own brand of shoes and also some imports, generally from Italy or Spain. They advertise that they offer a full fitting service but, as I found out, it's not necessarily all it's cracked up to be.

        First things first though - what is it with children's departments that mean they have to be sited upstairs? Although my son can walk upstairs it's not without its dangers at the moment but, more to the point, it means that, when upstairs, I can't let him walk around alone in case he falls back down the stairs. This is a real issue when trying on shoes as (and I'm sure we're not the only ones) my son finds it very exciting and will run in said new shoes at any opportunity. Putting the children upstairs is also an issue for those with smaller children or multiple little ones as you need to carry them and your shopping upstairs before you start! However.

        I found the range of shoes stocked to be quite good. Like many shops there was far less choice for boys than for girls (a theme that I'm sure will haunt me for years to come). At the time of visiting they also had a "sale rack" with end of line shoes. What was nice was that, in June, these shoes were not winter stock but shoes and sandals suitable for the summer months. All were priced at about half the retail price.

        The assistant who measured my son's feet was a "senior children's fitter" according to her badge. She had an excellent way with my son and talked to him as well as me which I felt was good. Having established the size I said what style I was after and the assistant disappeared to see what she could find. I had also found a shoe on the sale rack that I liked and which was in the right size. After about 5 minutes the assistant returned with a choice of 3 shoes and the pair to the sale shoe. 2 of the regular shoes were immediately dismissed leaving a stock pair and a sale pair to try. This is where the fitting seemed to end. The stock shoe was put on my son's foot and tested for width but, apparently, the sale shoe couldn't be fitted as it was a sale shoe. This meant that I had to check the sale shoe as best I could (and unfortunately it was the one I really preferred). We did end up buying the sale shoe but I felt let down. The point of buying fitted shoes is that they will be fitted and not just sold without fitting because they were in the sale.

        At the point of sale we were met with the usual push for polish, cleaner and protector - something that has always annoyed me but annoyed me even more on this occasion as there had been no fitting.

        As fitted shoe shops are so few and far between I will return to R&B as they carry the best stock in our area. The manner of the assistant was also good. They lose points, however, for failing to fit sale shoes (despite the fact that they'd have fitted them at full price). I also didn't feel that the fitting was that comprehensive. I recall as a child being prodded and poked, having the shoes checked multiple times after "going for a walk" and then, and only then, were the shoes declared fit. Now, it seems, (and Clarks is no different) that they check length, that there is enough material over the top of the shoes to cope with the width and that is it.

        There were no toys or distractions in the department although there was plenty of seating and a ticket queuing system (which, at the time of visiting was not being used and resulted in us being served out of turn).

        I'd not want to bring a really boisterous child here, nor would I cherish the thought of visiting at a busy time as keeping the children amused would be a real issue.

        In conclusion my return visit will be through lack of choice but I was left a little disappointed by a shop I had previously thought highly of.

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          27.12.2006 23:21

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          I AM PLEASED WITH THE BOOTS

          I am looking to replace a riding boot I bought, I think, in the late 80's early 90's. I think I paid about £27.99 they are from the childrens department and size 35. Thy have been in constant use and I have had them repaired a few times, but now I feel I deserve a new pair. The staff in the Exeter Branch have been so helpful and although they cannot supply me with an exact replacement, have done all they can to offer me alternatives. I am still debating whether or not to buy the new ones which are £55.00, but on reflection feel that if the old ones have been so serviceable, I am sure I will have money's worth out of them - well done Russell and Bromley!!!

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          12.05.2001 05:37
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          Although I love shopping on the web sometimes you just can't beat a trawl round the high street trying on gorgeous shoes. My favourite shop (that is within my budget and not counting those on Bond St!) has to be Russell and Bromley. Their shoes are a range of up to the minute designs such as those featured in the glossy magazines but also encompass some general, not so high fashion designs that are suitable for all ages. Unlike certain high street shops such as Nine West, Russell and Bromley shoes are made of the highest quality materials and are built to last. Prices range from £60 to over £300 in some of the bigger stores. At Christmas they do a half price sale and you can pick up some real bargains, they are one of the only high street shops to start their sale before Christmas Day. If like me, you choose to become an account holder you are given certain privileges. You are allowed into the sales a day before non account card holders (those bargains get snapped up quickly!) and like the popular Boots advantage card you collect points on any purchases made on the card. Once you have collected enough points (1 for every ten pounds you spend) you get sent a voucher for money off purchases made - this is usually valid for six months (I got mine in January and it expires in July) so in that time you are bound to see something that you like. N.B. you need to use your card in order to get the discount. The card works in the same way as a credit card, and as with all store cards the interest is quite high if you don't pay it off -so it is worth making sure that you can pay the balance off in full each month (if you are disciplined enough to resist all those lovely shoes!) If you do this then it is really worth getting the card as you get 10% of off all purchases made on the day that you open the account with them. Although primarily a shoe shop, Russell and Bromley also do some exquisite handbags (one of my passions!) These are a
          lso very good quality and come in both classic and high fashion styles with new ones being introduced every season. The sales assistants are extremely friendly and helpful (In the stores that I have visited which are New Bond St, Norwich and Bromley) and will even bring out a selection of similar shoes to the ones you have asked to try on in order to tempt you further! My only criticism is that when they are quiet they do tend to pounce on you with the obligatory ' Can I help you?' However even when they are busy they still take time out to give you the best service possible - in particular at Christmas time when a lot of other shop assistants get quite rude and flustered and try and get you out of their shop as soon as possible. So go on girls - you can never have enough bags or shoes and if you max out the card remember - at least you are actually saving money!!!

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