Underground England Reviews 428

Waiting 7 weeks for boots meant to be with me in 3 days. Nobody answers emails and phone line is down. Absolute jokers.
Order nr 44192

I got two pairs. They are both very well made and comfortable.

I ordered the steel toe's from UK to Latvia, they ceme in two weeks, which is fast, and the shoe quality is amazing!!! Also the customer service did a good job with all the info!

Ordered a pair of shoes 9 months ago and have never received them tried to email but never received a reply just moved house so I don’t think I will be able to get them now that’s £300 wasted

I ordered a custom pair of shoes back at the end of April, while it was quite the journey to finally get them (2 weeks ago) I am satisfied with my order and appreciate the craftmanship that went in them.
You'll have to be incredibly patient if you want a custom pair tho and forget about the announced timeframe they give you.

I love Undergound England and their products and think that the company has great potential.

That being said, the company staff definitely needs to be more careful in their communication with customers and willingness to listen to them.

I had a constant issue with a staff member telling me that they would reach out to me for an update on the status of my order " tomorrow " or in " 48h " only for them to go radio silence..and when I reached out to ask what happened a month after our initial contact and still no tangible piece of information.

They would apologize and tell me that they'll give me an update on X date, only to do it all over again...it got quite exhausting to the point I got a refund on my order.

But thanks to Leo that was really helpful through the whole thing.

Other unpleasant issue I encountered was when I promptly said that I had problems with a transporter in the past and wanted to know if it was possible to switch to another courier.

I was dismissed and I ended up having the same problem I was trying to avoid with my package being delivered in another city as mine..As as I said customer care staff needs to listen more.. cause this wasn't necessary and could have been avoided.

Otherwise my custom shoe came out beautifully and I'm very happy with the final result !

I ordered a pair of custom 30 eye Para via the custom tool online with support of the customer services team.
The ordering process was simple and ment you can get exactly what you want, something which is impossible via any other retailer.
Only issue is the initial indicted 6 week delivery turned into about 13 weeks although the team kept me upto date evey week or two. I wouldn't have had an issue with 13 weeks but this sort of thing can really stress out some people. It worked well as I had PayPal paid in 3 so they were paid for easily by the time I received them.
Ill order again, lots of styles I like. Recommend for those whom are patient.
Main feedback would be to not over promise on time. I think the quality and price point is right and there are few custom footwear services whom can deliver in less than 3 months anyway.

On Aug 25, I bought a pair boots on their site, marked explicitly “in stock.” On Aug 30, customer service wrote: “your boots are currently being moved from our UK warehouse to our EU hub, and they will arrive there this coming week.”

After two weeks of no delivery and me chasing twice, on Sept 9 they admitted: “They were not physically in stock and could not be transferred.” That directly contradicts both the “in stock” label and their earlier promise.

They ignored my Sept 1 email asking for a shipping estimate, only responding after further follow-ups on Sept 8–9. The final offer was to “wait another two weeks” with a “gift,” which is meaningless when the product was never in stock and the prior update was false.

This is not a delay it's a scam: false “in stock,” a fabricated timeline, and poor communication, all while holding my money hostage.

If you value honesty and reliable fulfillment, avoid Underground England.

Update addressing the reply from the business:

Being independent doesn’t absolve you from shady business practices.

On Aug 30, your representative wrote that the boots are being transferred to the EU warehouse. I directly quoted the email. Today, on Sept 9, it turned out that the boots weren’t even in stock, let alone transferred to any warehouse in the EU. So was that not a lie? Where are the false claims? I provided direct quotes with dates from our correspondence.

Instead of crafting this sad attempt of a rebuttal, further proving your absolute lack of decency and professionalism, you should’ve directed your energies and efforts towards the steps you’ll be taking internally to eliminate these shady business practices.

To steer this into a constructive direction, here are a few tips:
- provide real information about your stock on your website.
- do not make up stories, giving false hope to your costumers.
- answer EVERY email sent by your costumers.
- take accountability when you’re in the wrong.
- and finally, let the customer, who your representatives mislead, know what steps will you take so a situation like this never happens to anyone else again, instead of trying to save face.

My original review still stands.

Thee end result was a beautifully custom crafted product. Took slightly longer than expectancy ov what I was informed ov, although communication was constant and personal. Slightly tight fit, although I expect to stretch slightly to fit wonderfully; eventually when I finally do wear as they will be my dress shoes..

The personnel at Underground Shoes were very helpful & attentive. They contacted me to keep me up to date with how my shoes were coming on.
Yep very much pressed. And for a custom made custom made pair of shoes, these worked out quite cheap. Yes, I would recommend Underground Shoes to everybody.

I've always loved the look of the external steel cap and I've typically alwayd worn 30 eyes. I had ordered a pair of 20 eye external caps back in February and I was impressed with the quality and comfort. I later noticed that there were options to customize an order. I decided to place another order for a pair of black leather 30 eyes with external cap. The company was extremely helpful and prompt at keeping me informed about the progress of my order. Always friendly and available, I know that any questions I have regarding future orders will be answered in a timely manner.
My new 30s look excellent and I'm loving both pairs of boots I've ordered through Underground England! I would definitely recommend and I know where to go when I'm ready to order again!

Los zapatos customizados llegaron tal cual los pedí, preciosos y de buena calidad, como siempre, soy usuario de la marca desde hace años y no han bajado el standard.

I bought a padlock and I absolutely love it. I had to wait a few days extra because the item had to be moved from the UK to the EU warehouse but it was worth the wait. The team at Underground England is very friendly and helpful - great customer experience!

I have just received the most amazing pair of shoes, spotty creepers with red accents. What's not to love. The quality of the product is fantastic for the price point. After owning a pair of cheaper creepers and being disappointed in pretty much everything about them, I chose to replace them with a UK original brand with a top pedigree. Yes, in these times of constantly rising prices, I had to save for a couple of months but I knew that they would be a great investment. Yes, I had a delay in my delivery. But I can tell you that my contact with customer services was supportive and engaged. My autistic need for clear communication without BS was fulfilled. In fact waiting a few days longer increased my excitement and the dopamine rush on receipt of these beauties added to how epic the shoes actually are. Oh and the shoes were even better than I anticipated. I am one happy customer. Thank you Underground shoes, you rock!

I ordered my creeper shoes from the underground and my experience was great! The customer service people stayed in contact with me throughout the entire process and were extremely helpful. Gave me a tracking number once it arrived to the USA. The shoes made it successfully to Compton California and I am pleased! Great job.

Great product, excellent and fast service!

I placed an order from Underground over a year ago and still have not received my order. I sent multiple emails to customer service and didn’t receive any updates on my order. I regret ever ordering from
Underground. Now I just want my money back.

Horrible experience with customer service. No order updates provided within the promised time-frame. Rep advised my order issues would be resolved as priority. I still have no idea when or if my order will be shipped.

I want to share my experience because I ve rarely encountered such dedicated and efficient customer service.
I appreciated the quality of the shoes I ordered, and also appreciated that the customer service team was always attentive to their customers ‘needs and particularly responsive and easy to reach.
I highly recommend this store.
Thank you so much! Long life to Underground England!

My first pair of Underground creepers would have been bought around the turn of the century and since then I estimate to have owned about six pairs which were purchased locally and three pairs recently purchased on line. Straight up I knew that they were a good quality and sturdy shoe.I really miss the days were I could go to the local shops and buy items like these however now on line there is so much more variety to choose from and the staff really do try to make your shopping experience a good one.I also think that the design your own shoe service is a great idea and if your patient enough (don't we need to be nowadays) you can have a real original pair of shoes or boots,maybe even start your own new trend! Overall I highly recommend Underground England who provide a terrific service to the many subcultures that they support and keep reviving!

I received my boots on time, in perfect condition, and nothing went wrong.

Now I believe it was an accident last time that I received no email update from them about a pair of dead stock. Never mind, let's leave it behind and look forward.

I have been a customer since 20+ years ago and the quality never dropped. They are now coming back better and stronger.

I'll be ready for next pair and other products.