Footgear
Verified Business
AI Review Summary
Based on recent customer reviews, Footgear receives sharply divided feedback. A recurring theme among dissatisfied customers is frustration with the returns and exchange process, particularly when receipts are misplaced, with shoppers describing rigid policies, unhelpful regional escalations, and poor communication from store and call centre staff. Product durability concerns around sneakers and boots developing faults shortly after purchase also surface frequently. On the positive side, customers consistently mention warm, attentive in-store assistance from individual sales staff at branches such as Fountains Mall and Langeberg Mall, alongside satisfaction with certain durable footwear brands.
Performance(last 12 months):
TrustIndex
4.1
Ranking
#104
in Retail
NPS Score
-13
Recommended: Unlikely
Review Distribution
2.4|17 Reviews
Jul '25 - Jun '26
Recent reviews (17)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceA
Anonymous
1 reviews | Active since Jan 2020
2 May 2026, 15:18
Footgear ATROCIOUS CUSTOMER SERVICE & They don't even trust their Value Centre Store Manager!
This outlet is only about money not the customer experience. I purchased 2 pairs of shoes from their Value Centre yesterday, 1 May at 14;02. Today it decided to return the 1 pair which was cheap and not comfortable. I returned to the store today, Saturday morning and discovered that I had dropped the sales receipt somewhere in the centre on my walk to the store. Nevertheless, the manager and the sales assistant who served me yesterday were present. I explained my lost receipt and the Manager said he understands my situation but it was busy and he could look through the 1000s of sales made yesterday. I should instead return around 4 on and he will assist me. I returned around 4 pm and he checked my credit card notice of payment to narrow down his search time. He then makes a call to his regional manager who said that I had to have my slip if I wanted a refund. This is despite the transaction having been located and verified by the Manager of the store. They could only offer me an exchange but no refund. As the Manager now says that the Regional Manager has no proof that I purchased the shoe, despite my credit card transaction and the store manager having sold me the shoes yesterday. What the hell? Footgear wake up. You wasted my time and lost a customer. Show an iota of service excellence and contact me to make things right!
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
2 May 2026, 15:18
Footgear ATROCIOUS CUSTOMER SERVICE & They don't even trust their Value Centre Store Manager!
This outlet is only about money not the customer experience. I purchased 2 pairs of shoes from their Value Centre yesterday, 1 May at 14;02. Today it decided to return the 1 pair which was cheap and not comfortable. I returned to the store today, Saturday morning and discovered that I had dropped the sales receipt somewhere in the centre on my walk to the store. Nevertheless, the manager and the sales assistant who served me yesterday were present. I explained my lost receipt and the Manager said he understands my situation but it was busy and he could look through the 1000s of sales made yesterday. I should instead return around 4 on and he will assist me. I returned around 4 pm and he checked my credit card notice of payment to narrow down his search time. He then makes a call to his regional manager who said that I had to have my slip if I wanted a refund. This is despite the transaction having been located and verified by the Manager of the store. They could only offer me an exchange but no refund. As the Manager now says that the Regional Manager has no proof that I purchased the shoe, despite my credit card transaction and the store manager having sold me the shoes yesterday. What the hell? Footgear wake up. You wasted my time and lost a customer. Show an iota of service excellence and contact me to make things right!
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
22 Mar 2026, 19:53
Disgusting service
I got a reebok takkie as a gift however it was a size to big, I decided that i would then go to the footgear in the promenade mall Mitchells plain, at first we looked around to then just exchange the takkie for something that i liked i spoke to one of the employees, i explained to him it was a gift however it does not fit, he advised they do not have this in takkie in stock. I told him that i had a look around the store however, I didnt see anything i liked and if its possible for a refund what he said next shocked me. He advised that we ask the person that bought the gift to EXCHANGE it as the person bought it in access park kenilworth. I made it clear to him that it would be very rude to advised them to have it changed for me. He called the manager i explained that we had a look around the store and there was nothing if we could maybe receive a refund for the cash so we can go ahead and browse around, she advised that currently the store is not busy so they dont have cash in the store and i didnt argue my husband and I advised that she could take out number and call us when the exchnage could take place she then said she dont know when it will be. Fast forward to 22nd of March we called the store as we have not received any communication the manager answered and advised that she tried contacting us but now is a bad time as they dont have any money in the store amd when she called the refund was processed which i cant understand because dont you need the receipt to log the refund?, i advised a complaint would then be logged and requested her name she then told me that we could come on a weekend which i advised we had things to be done and then again she said then come on monday which i advised i had worked i then told her let me have the complaint logged because the 30 days is almost over i cant be fighting a full month, she told me then its okay we can come on at 2 she will then have it processed. My husband and I went to the store and when i tell say the service ia terrible i mean it. The manger had the audacity to ask why would we buy something in kenilworth to exchange it in Mitchells plain why would we then buy it even though i made her aware it was a gift, and then she also asked why dont we come in the week as its very quiet I advised i made her aware in the beginning i work as well knowing not even an hour ago she advised we come down to the store. Whilst processing the refund we saw on the sheet there had been two refund exchanges done that same day and the service from the manger and the sales employee was disgusting very very disappointing
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
22 Mar 2026, 19:53
Disgusting service
I got a reebok takkie as a gift however it was a size to big, I decided that i would then go to the footgear in the promenade mall Mitchells plain, at first we looked around to then just exchange the takkie for something that i liked i spoke to one of the employees, i explained to him it was a gift however it does not fit, he advised they do not have this in takkie in stock. I told him that i had a look around the store however, I didnt see anything i liked and if its possible for a refund what he said next shocked me. He advised that we ask the person that bought the gift to EXCHANGE it as the person bought it in access park kenilworth. I made it clear to him that it would be very rude to advised them to have it changed for me. He called the manager i explained that we had a look around the store and there was nothing if we could maybe receive a refund for the cash so we can go ahead and browse around, she advised that currently the store is not busy so they dont have cash in the store and i didnt argue my husband and I advised that she could take out number and call us when the exchnage could take place she then said she dont know when it will be. Fast forward to 22nd of March we called the store as we have not received any communication the manager answered and advised that she tried contacting us but now is a bad time as they dont have any money in the store amd when she called the refund was processed which i cant understand because dont you need the receipt to log the refund?, i advised a complaint would then be logged and requested her name she then told me that we could come on a weekend which i advised we had things to be done and then again she said then come on monday which i advised i had worked i then told her let me have the complaint logged because the 30 days is almost over i cant be fighting a full month, she told me then its okay we can come on at 2 she will then have it processed. My husband and I went to the store and when i tell say the service ia terrible i mean it. The manger had the audacity to ask why would we buy something in kenilworth to exchange it in Mitchells plain why would we then buy it even though i made her aware it was a gift, and then she also asked why dont we come in the week as its very quiet I advised i made her aware in the beginning i work as well knowing not even an hour ago she advised we come down to the store. Whilst processing the refund we saw on the sheet there had been two refund exchanges done that same day and the service from the manger and the sales employee was disgusting very very disappointing
0
Replies (0)A
A
Anonymous
1 reviews | Active since Jan 2020
7 Mar 2026, 07:10
I want my refund!!!
I have since purchased a CAT boot (R1650) in 2021, didn't get size on the day, was told to come back the following day. Unfortunately looting happened,I didn't get my shoe or refund. I have been coming in and out the store to complain without help. The cashier is still in the company, they kept saying they changed managers they will help. To this day I haven't got help! I want my money!
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
7 Mar 2026, 07:10
I want my refund!!!
I have since purchased a CAT boot (R1650) in 2021, didn't get size on the day, was told to come back the following day. Unfortunately looting happened,I didn't get my shoe or refund. I have been coming in and out the store to complain without help. The cashier is still in the company, they kept saying they changed managers they will help. To this day I haven't got help! I want my money!
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
2 Mar 2026, 06:40
Poor service & no update
I arrived at the store at 12:50, and it is now 14:02. Unfortunately, I have not yet been assisted. On 28 November 2025, my husband and I purchased six pairs of sneakers for our son, two nieces, and three nephews. Regrettably, one pair intended for my niece was the incorrect size and needs to be exchanged. Although we are based in Cape Town for work, our family resides in Johannesburg and Limpopo. On 16 December, during the holiday period, my father sadly passed away. We had to remain in Johannesburg to arrange the funeral and attend to the necessary administrative processes with the relevant departments. I was working remotely from Johannesburg during this time and only returned to Cape Town on 25 December. During this difficult period, the purchase slip was unfortunately misplaced. I am therefore requesting assistance with an exchange for the correct size. The store manager has indicated that he is attempting to contact the regional manager to locate and verify the transaction; however, there has been no feedback to date. Additionally, I have not been receiving updates and have had to repeatedly follow up myself for information. In light of these circumstances, I kindly request guidance on how best to proceed. The loss of a family member was beyond our control, and I would appreciate clarification on whether providing a death certificate or mortuary documentation would assist in facilitating the exchange. Your urgent assistance in resolving this matter would be greatly appreciated.
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
2 Mar 2026, 06:40
Poor service & no update
I arrived at the store at 12:50, and it is now 14:02. Unfortunately, I have not yet been assisted. On 28 November 2025, my husband and I purchased six pairs of sneakers for our son, two nieces, and three nephews. Regrettably, one pair intended for my niece was the incorrect size and needs to be exchanged. Although we are based in Cape Town for work, our family resides in Johannesburg and Limpopo. On 16 December, during the holiday period, my father sadly passed away. We had to remain in Johannesburg to arrange the funeral and attend to the necessary administrative processes with the relevant departments. I was working remotely from Johannesburg during this time and only returned to Cape Town on 25 December. During this difficult period, the purchase slip was unfortunately misplaced. I am therefore requesting assistance with an exchange for the correct size. The store manager has indicated that he is attempting to contact the regional manager to locate and verify the transaction; however, there has been no feedback to date. Additionally, I have not been receiving updates and have had to repeatedly follow up myself for information. In light of these circumstances, I kindly request guidance on how best to proceed. The loss of a family member was beyond our control, and I would appreciate clarification on whether providing a death certificate or mortuary documentation would assist in facilitating the exchange. Your urgent assistance in resolving this matter would be greatly appreciated.
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
18 Feb 2026, 14:05
Exchange
I visited your Mossel bay (Langeberg Mall) store on 17 February 2026 to enquire about exchanging a pair of shoes purchased on 13 August 2025. I explained to the sales assistant that the 6-month period was four days overdue. I was advised that this would not be a problem and that I could exchange the shoes (without a cash refund), which was acceptable to me as I only wanted a replacement. The shoes are still in very good condition. The only issue is that the front section started tearing. I repaired it, but I am concerned that the problem will continue. When I returned to the store on 18 February 2026, I was informed that the matter had now been referred. My concern is that this should have been communicated to me during my first visit. I would not have returned under the impression that the exchange was already approved. I am disappointed by the inconsistency and would appreciate clarity and resolution on this matter.
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
18 Feb 2026, 14:05
Exchange
I visited your Mossel bay (Langeberg Mall) store on 17 February 2026 to enquire about exchanging a pair of shoes purchased on 13 August 2025. I explained to the sales assistant that the 6-month period was four days overdue. I was advised that this would not be a problem and that I could exchange the shoes (without a cash refund), which was acceptable to me as I only wanted a replacement. The shoes are still in very good condition. The only issue is that the front section started tearing. I repaired it, but I am concerned that the problem will continue. When I returned to the store on 18 February 2026, I was informed that the matter had now been referred. My concern is that this should have been communicated to me during my first visit. I would not have returned under the impression that the exchange was already approved. I am disappointed by the inconsistency and would appreciate clarity and resolution on this matter.
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
2 Feb 2026, 07:38
Rocky walking shoes
Last year, July, bought a pair of Rocky (Riverine) shoes which have been fantastic. Hard wearing and comfortable. Their use recorded on my walking app, they clocked up over 700km before wearing out. Sales person Luke was very helpful.
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
2 Feb 2026, 07:38
Rocky walking shoes
Last year, July, bought a pair of Rocky (Riverine) shoes which have been fantastic. Hard wearing and comfortable. Their use recorded on my walking app, they clocked up over 700km before wearing out. Sales person Luke was very helpful.
0
Replies (0)A