SO
Shoebox Online
Verified Business
SO
Rated in:
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Shoebox Online delivers a polarised experience. Customers consistently praise fast delivery, quality footwear, and good value pricing. However, a substantial cohort report severe breakdowns in customer service responsiveness, refund processing, and returns handling, with many citing weeks of unanswered emails and no accessible call centre. The brand excels at the front-end transaction but struggles materially when anything requires post-purchase intervention.
TrustIndex
6.5
Ranking
#2
in Fashion & Clothing
NPS Score
42
Recommended: Likely
Jul '25 - Jun '26
Based on recent customer reviews, Shoebox Online delivers a polarised experience. Customers consistently praise fast delivery, quality footwear, and good value pricing. However, a substantial cohort report severe breakdowns in customer service responsiveness, refund processing, and returns handling, with many citing weeks of unanswered emails and no accessible call centre. The brand excels at the front-end transaction but struggles materially when anything requires post-purchase intervention.
Shoebox Online's biggest strength, according to Hellopeter's AI analysis, is Delivery, Fulfilment & Logistics. Customers repeatedly highlight rapid delivery, often within 1 to 3 days, with regular tracking updates and well packaged parcels. The fulfilment experience is a clear differentiator when orders move smoothly through the courier network.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
I am extremely disappointed with the service I received from Shoebox. I purchased shoes from the store and requested an exchange shortly after receiving them because they were not suitable the size was big. The shoes were only tried on indoors to check the fit and comfort, yet the store accused me of “wearing” them and refused to assist me.Instead of handling the matter professionally, I felt dismissed and unfairly treated as a customer. The communication was poor, and there was no willingness to find a reasonable solution. For a first-time customer, this experience was embarrassing and frustrating.I expected much better customer service and understanding, especially when the shoes were not used outside. Unfortunately, this experience has left me with a very negative impression of the store.And they asked me to give them money for courier to send back the shoes can they will never exchange them.I would not recommend Shoebox based on how this matter was handled.
1 reviews | Active since Jan 2020
I am extremely disappointed with the service I received from Shoebox. I purchased shoes from the store and requested an exchange shortly after receiving them because they were not suitable the size was big. The shoes were only tried on indoors to check the fit and comfort, yet the store accused me of “wearing” them and refused to assist me.Instead of handling the matter professionally, I felt dismissed and unfairly treated as a customer. The communication was poor, and there was no willingness to find a reasonable solution. For a first-time customer, this experience was embarrassing and frustrating.I expected much better customer service and understanding, especially when the shoes were not used outside. Unfortunately, this experience has left me with a very negative impression of the store.And they asked me to give them money for courier to send back the shoes can they will never exchange them.I would not recommend Shoebox based on how this matter was handled.
1 reviews | Active since Jan 2020
If I had the option, I would give 0 stars! The shoe heel after only 2 of purchase whlist i wearing it at a function , which is completely unacceptable and embarassing for me ! I contacted your online support and took a very long time to receive any response. To date im still waiying for someone reply. Its been over a week now and I am still waiting. No collection, no update, and no resolution.
1 reviews | Active since Jan 2020
If I had the option, I would give 0 stars! The shoe heel after only 2 of purchase whlist i wearing it at a function , which is completely unacceptable and embarassing for me ! I contacted your online support and took a very long time to receive any response. To date im still waiying for someone reply. Its been over a week now and I am still waiting. No collection, no update, and no resolution.
1 reviews | Active since Jan 2020
I would like to compliment The Shoebox on their absolutely outstanding customer service. I recently received a pair of shoes that unfortunately had a flaw. From the moment I contacted them, I was impressed. My email was answered within minutes, and the matter was promptly escalated and handled professionally. They immediately arranged for the shoes to be collected and kindly gave me the option of choosing another pair of shoes or receiving store credit for the purchase. What impressed me even more was their friendly, professional manner throughout the process. Every email was answered within minutes, and the issue was resolved quickly and efficiently. Excellent customer service like this deserves recognition. Thank you, The Shoebox, for turning a disappointing situation into such a positive experience.
1 reviews | Active since Jan 2020
I would like to compliment The Shoebox on their absolutely outstanding customer service. I recently received a pair of shoes that unfortunately had a flaw. From the moment I contacted them, I was impressed. My email was answered within minutes, and the matter was promptly escalated and handled professionally. They immediately arranged for the shoes to be collected and kindly gave me the option of choosing another pair of shoes or receiving store credit for the purchase. What impressed me even more was their friendly, professional manner throughout the process. Every email was answered within minutes, and the issue was resolved quickly and efficiently. Excellent customer service like this deserves recognition. Thank you, The Shoebox, for turning a disappointing situation into such a positive experience.
1 reviews | Active since Jan 2020
Im extremely happy with SHOE BOX services and how fast they are to attend my matter of exchanging or Reimbur*****t query, thank u so much keep on delivering the best, your shoes are strong, comfortable and classy 💐
1 reviews | Active since Jan 2020
Im extremely happy with SHOE BOX services and how fast they are to attend my matter of exchanging or Reimbur*****t query, thank u so much keep on delivering the best, your shoes are strong, comfortable and classy 💐
1 reviews | Active since Jan 2020
I was incredibly impressed with the customer service that I received from Chantal. She was always eager to respond to whatever question I had and she was also very clear on how to solve the problem I had. Definitely will be supporting ShoeBox again!
1 reviews | Active since Jan 2020
I was incredibly impressed with the customer service that I received from Chantal. She was always eager to respond to whatever question I had and she was also very clear on how to solve the problem I had. Definitely will be supporting ShoeBox again!
The most common complaint about Shoebox Online, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Support. Negative reviews repeatedly describe unanswered emails, automated bot responses, and no phone line. Chantal is named in both positive and negative contexts. When escalations are needed, customers feel ignored and resort to chargebacks or Ombudsman threats.
Shoebox Online has a TrustIndex of 6.5 out of 10 on Hellopeter, based on 100 reviews in the last 12 months. Hellopeter has tracked Shoebox Online across 169 total reviews. How is the TrustIndex calculated? →