Embassy London Reviews 

I have never come across a more exceptional customer service. The agent, Isla, dealt with my issue so quickly and most importantly, the shoes are excellent quality. I am a proud owner of at least 10 pairs of Embassy Shoes and always receive a ton of compliments when I wear them. Well done, Shoe Embassy. You have a customer for life.

Absolutely shocking lack of customer service. Shoes are fine - they don't fit though so I initiated a return. So far so simple, except the return showed as "pending" in the stupid app thing which is not optimised for Apple phones and gave no instructions or QR code for sending the shoes back. After a few days of that, I emailed customer care for some assistance.

RADIO SILENCE for seven whole days. I have chased politely for a few days, and today, not so politely. I do not know what kind of robots or humans they are employing to do absolutely nothing but it seems not a single human or AI agent reviews the "customer care" inbox at any time during an average week.

Still waiting and have made a complaint, but expect nothing. I need a pair of shoes, can't buy another until these are returned and refunded, so may well end up having to wear pinching shoes as no other choice and running out of time. Ridiculous, and I would not shop here again if you paid me. The total disregard for customers is obvious.

EDIT:

Very soon after posting this review I received a highly apologetic email from Customer Care which included an explanation of how all my emails were stuck in their spam filter (until the Trustpilot review) but that this has never happened to anyone else but me.

Contrary to their response to this review which suggests that the matter was resolved on 21 September when their customer care team wrote to me, and that I am being inaccurate with the truth when I say all communications have been completely ignored, I am updating my review. As I did not email them asking for assistance until 23 September, it is hard to understand that they would have replied two days earlier to an email that had not been sent, to resolve a matter which hadn't at the time been raised (for clarity it was not a complaint or a whinge, I was trying to return a pair of shoes and had absolutely no way of doing so, or apparently of contacting them).

They have asked me to remove my review as they are a small business, which I have sympathy with, but given what they have posted in response to my fair and entirely honest review, I am not prepared to do that.

They have sent me a £50 voucher which I cannot see myself using.

The shoes are lovely, but I wouldn't shop here again - the response to my review (which is public) and the complete acknowledgement of my complaint (which is conveniently private) tells me a lot.

Amended to two stars as I have finally had a response.

I’ve ordered form Embassy London in the past with no issues. Last week, placed an order for several pairs of shoes. The order was confirmed and credit card charged. Seconds later, I get an email that order was cancelled. I tried again with a different credit card, thinking maybe there was a payment hiccup. Same thing. I emailed the company to understand, no response. Emailed again a few days later, same thing. Tried to contact them via a form on their website, dead silence. Yet, they are still sending me marketing emails. Very odd, terrible customer service for a high end company. Luckily, I am not in a position of really needing their help - I see several others getting same treatment trying to request a return. Very surprising and disappointing.

I am very upset. I ordered shoes on august 27, 2026. I received them. Too big. I try to return/exchange them and the system says my order cannot be found. I send a copy of the invoice. Order 19971. I don’t hear back after writing several times for help and then get a curt reply saying my request is beyond the 14 days policy. I am not keeping a pair of $195 shoes that don’t fit me! Customer service- get your act together!!!

The most wonderful customer service team I’ve EVER experienced. They literally went above and beyond to help when I had a query with a return. I had expected them to decline an exchange but they were so good in assessing the situation, agreeing to the exchange, sending prepaid delivery for the return and a very prompt process with excellent communication throughout.
I’ll definitely buy again and 100% recommend them.
The shoes are fabulous too of course!

I am a long time costumer and had at least 4 pairs from this company. Usually the quality of the shoes is exceptional.
With the last pair of shoes however, I had a problem. Some of the decorative studs were going through the leather, leading to me not being able to wear the right shoe.
I was confident that I will get good costumer service. After all, the quality of the product is good, and the store experience is lovely.
However it has 10 days, most of my communication was Witham AI bot, which was unhelpful. My last communication with Isla, she requested me to bring in the shoes into the shop. I answered that I live in a different city, and asked if I can ship the shoes to store. I didn't get a reply.
The fairly expensive pair of shoes is unusable to me, and it takes too much time and energy to try to sort this out.

This review is primarily based on the customer service I received from Embassy. I bought a pair of shoes and was not entirely happy with the product. I contacted the customer service team asking for advice. The service, advice and support from them was second to non. The communication was excellent with prompt replies but unfortunately I did in the end return the shoes, but because of the customer service I will I'm sure buy from them in the near future and when I'm next in London visit their store. I'd like to thank the person who helped me because more often than not it's the customer service that lets a company down. And of course I will continue to follow them on Instagram!

I have purchased a number of pairs of shoes from Embassy and always found both their product, and their service to be exceptional . During the summer sale, I ordered a pair of sandals, which, as usual, arrived within a couple of days, but didn't fit! The process to return is simple, but I was hit with an IT issue. I emailed my issue and within minutes it was resolved to my satisfaction. Shoes returned and money refunded within a day! Exceptional customer service delivered. I shall undoubtedly buy again from Embassy and would highly recommend to others.

Fantastic customer service, nothing was too much trouble. Repair quickly, I love these shoes

I needed to return an item which was faulty, emailed customer service and spoke to Isla. She was brilliant and responded so quickly to resolve the issue. I would definitely be ordering again! Great company

I was so impressed by the service I received at Embassy I made a slight mistake with a return but Isla in customer services sorted it seemlessly and immediately she was brilliant and I got the refund the next day. I love my new boots they are beautiful.

The shipment was lost by DPD.
Albeit I believe they reply too slow on mails (I have my own webshop were I reply within 12 hours but I have no life) i do have to admit when reshipping the items was no option I got refunded within 24 hours.
Now that is worth mentioning and therefor this positive review!

I have never been disappointed by this company. I have been buying their shoes for many years and the quality has always been amazing. Most of the time the shoes look better in reality than they do in the pictures.
My shoes get complements all the time from friends colleagues and even strangers. Customer service have always been great, even replacing a pair my daughter bought me for my birthday and they were stolen from her doorstep because the delivery person just left them there.
As long as they have that must have special pair that catches my eye, I will always be a customer.

The shoes are so stylish - but far more importantly they are so comfortable.
Wore a pair today for the first time - thought I'd need to 'break them in ' - completely unnecessary - like wearing my favourite slippers.
Found my new favourite shoe shop ❤️

I would just like to say a huge thank you to Isla who was a delight to interact with. I was treated with respect and kindness throughout our conversing. Thank you so much for a fabulous outcome to my problem! Squeak squeak!! 🤣🙈😘

The shoes are comfortable and look great. The customer service is excellent and I highly recommend this company and their products

I bought a pair of the bliss black Mary Jane shoes. However, I decided to return them so I ordered the returns and I was notified that it would take one working day for the returns to be approved. I did not receive any returns label or approval. Therefore, I contacted the company via email, had one response asking me to elaborate on my reasons for returns and then I have not had a reply since. I now have no choice but to contact my bank to investigate this further. I am utterly appalled by this service, awful and disgusting how customers are being ignored and treated. Do not buy from this company. Even the shoes I ordered turned out to look
completely different from the website (hence my reasons for returning them)

Ii have reached out several times to exchange my shoes. They were a Christmas gift and they are too big. I hsve been trying since December 26th and no one has contacted me yet.

Love my Dianas! They are soft, comfortable leather ( i think it's leather?) Colors are vibrant. They arrived quickly. Sizing, i wear a 9½. They only had the ones I wanted in a 9 , they are perfect. Could be because the Dianas are slingback loafers. I hope they stand up well to wearing. So far ,so good. I will update my post if needed.

I was given 3 x £50 vouchers from my husband as a gift to buy boots I liked. Unfortunately I couldn't use all 3 voucher codes for one transaction on line (we're based in Scotland therefore couldn't visit stores). I emailed and received an immediate response. They simply took a note of my 3 separate vouchers and sent me them all in one electronically so I could buy online. Amazing service..considering it's 2nd January today and was sorted out for me on the same day. 👏