Pete W.
Service with a snarl…
I ordered a pair of their Oxford Derby shoes in April 2023. They were delivered promptly, looked good and despite me having wide feet and a high instep were extremely comfortable. So much so that in June 2023 I ordered the same style but in brown. Again, were promptly delivered. End of good news. On trying them on they were tight and seemed shorter. I physically measured these against the black pair and, sure enough there were discrepancies between the two pairs. I checked my two orders - exactly the same shoe with colour being the only difference. Emailed Gatsby and was told I could return them for a refund with me paying the return postage. No explanation or apology offered. Seemed very unreasonable considering the problem wasn't of my making. Having read some of the comments on here regarding returns I will try to sell the brown ones on to recoup some of my losses. To rub salt in the wound I received a further email asking me to rate 'Eva' and her customer service techniques! My advice: Be aware of this company.
Response from GatsbyshoesMay 19, 2024
Hi Peter, Thank you for reaching out and sharing your recent experience with us regarding your orders. I sincerely apologize for the inconvenience and disappointment you've encountered with the second pair you purchased. It's truly disheartening to hear that your second purchase did not meet your expectations in terms of fit and quality, especially after having such a positive experience with the black pair. I completely understand your frustration with the discrepancies between the two pairs and the lack of explanation or apology provided by our team. I’ll make sure to have this forwarded to our customer service team for further investigation in order for us to take the necessary action correcting those behavior. In the meantime, If there's anything else we can assist you with or if you have any further concerns, please don't hesitate to reach out to us at [email protected]