Base London Reviews 4.347

Still waiting to be notified of a pair of shoes I returned. My tracking shows delivered. They're not answering emails, no email to say that they have received my returns. Scam company. Avoid at all costs. Shoes looked like they'd been worn numerous times when they turned up and covered in scuffs and marks. I did ask them to check before they were sent out but apparently, it wasn't able to be done. I'm now in contact with PayPal to get my money back. Disgusting company.

Really good service! Quick delivery, nice polite women on customer service phone which quickly located the problem and sort it out.
Shoes are really good quality and now I am not surprised why they have so good reviews! This is my first pair but for sure not last one.!
Honest more than 100% true recommendations!

I bought a pair of brown loafers from this company, sadly on wearing normal marks cannot be removed by brush and polish, indicating the shiny finish is spray applied not polished leather?
I find this very unsatisfactory and certainly wold not buy from the again!
After 3 weeks the finish was so bad, I threw them away!

I have been a loyal wearer of Base London boots for years, the "Rafferty" is a masterclass in footwear. However, the current customer service experience is incredibly disappointing.

I’ve sent four polite emails regarding an exchange for Order BASEGB11938. I reached out just 48 hours outside the return window during the busy Christmas period, simply asking for an exchange (not a refund). Despite my persistence and brand loyalty, I have been met with total radio silence for weeks.

It’s a shame that such "remarkable" footwear is being let down by an unresponsive support team. I’m still hoping someone will reach out so I can remain a customer, but currently, I feel completely ignored.

Ordered shoes for funeral & paid extra for quick delivery 🚚 shoes never turned up & was told delivered. I was sent screenshot from base London of delivery 🚚 it was a red brick 🧱 my house is pure grey. even base employee said it lukd dodgy. Basically Royal Mail employee had stolen it. When I reported this to base London, I felt agent bit annoyed with me, like I was lying. Now I have to wait 7-10 days for refund. Very poor service & customer service team. Would not advise to use their on line company..,

Bought a pair of Franklin High Shine Brogue’s and have to say they are lovely quality shoes. Excellent communication as a slight problem was quickly dealt with, thank you.

I bought the Durham lace shoe.. very stylish work shoe but after nearly 2 weeks wear they are not softening at all and the blisters on my heel are too painful to continue wearing them ..

Item not received.

No response to email for assistance?

01/02/26 update.

Finally had a response from Base asking me to check with neighbours bre the parcel that has NOT been delivered.

I had said in my email that I have checked with neighbours etc etc. clearly can't read or are stupid

I purchased a pair of suede brogues, slim rubber sole. Received the wrong colour although the shoes are smart excellent and very comfortable. I contacted the team and the issue was resolved quickly and with grace. Small discount toward ordering the correct colour. Excellent experience and quality shoe. I will buy again in different colours.
Thank you Sap for your help.

The shoes arrived very quick and fitted what more do you want?

Shoes sole fell off within 6 months.
Leaking in water and unusable.
Company has failed to respond promptly.
Blaming change of ownership and "admin service systems not working"
I can now no longer reach the company regarding my issue

Ordered a size 7, they arrived and they were more like a size 9!, they had 7 on the box and 41 printed on the shoe, so clearly there was a manufacturing error. The communication with Base has been terrible, it takes them more than a week to respond to emails and they are refusing to pay postage on the return item that is clearly faulty, I am 4 weeks and counting and still not been resolved!
I will never purchase from here again

Great customer service. Thanks

Terrible. Used to be good.

Ordered shoes size 10, same size as all of my shoes and 3 pairs from Base...one shoe bigger than the other, and both felt like size 12. No free returns or exchanges. Had to pay a shipping fee to return the shoes that are the wrong 'size' although they say 10...Absolutely terrible. Won't use them again.

Brilliant service from Base, excellent customer service and great shoes

Same as another review on here, except I didn’t wear mine much (boots). The leather and stitching was ok, but they must be using cheap glue as the soles just came apart from the uppers. The sole material was quite soft/spongy so wore down quickly too. If you want something cheap for a few months then ok, but if you want something to last a few years, I’d spend the extra.

Office based job 0830-1700 Mon-Fri wearing a pair of their shoes. After 10 months the sole has now detached from the upper and they are refusing to replace the shoes as "they aren't designed to be worn everyday for work".

Been buying their shoes for years. But massive drop in quality over the last year. The most recent pair i bought started falling apart at the stitching after minimal wear.

No response from their customer service despite trying to contact them twice.

Ordered a pair of shoes for my mums funeral, shoes came but wrong colour… when contacted they had not much help to resolve the issue and wanted me too reorder and told I could wait up to 3 weeks for refund… very poor customer support… shop elsewhere is my advice