Appalling customer service
Appalling customer service. They sent me damaged boots with scuffs all over them. I went to the returns portal which wanted me to post them back at my expense. ~ even though the header of every page of their website advertises free returns, I immediately contacted them and they said to send pictures which I did and 12 days later, despite me reaching out near daily, they’ve not responded. Their instant chat service simply tells me the issue has been escalated which equates to nothing. All they need to do is send me a return label!! I’ve had to contact my credit card company to freeze the transaction since SW are ignoring the issue and refusing to resolve. So time consuming and stressful and utterly unacceptable from a luxury brand charges hundreds for their products; and sending damaged boots in exchange for the hefty charge that should align with quality. Avoid!!
Tallie
VIOLATES CONSUMER DATA PROTECTION LAWS
Stuart Weitzman Violates Consumer Data PROTECTION LAWA Stuart Weitzman store in EU requested my email and telephone number as part of the process to repair a defective shoe. Following that, I started to receive unsolicited promotional communication via email and text. my un-subscription requests were simply ignored. When I visited the store to complain about the intrusion, I was informed by the sales person that she had no choice in the matter as their head offices in EU demanded to be sent all data from smaller branch stores. This was despite the fact it was a violation of consumer data protection laws.In spite of trying for several years to unsubscribe, writing to management etc, they stop for a while and then always find ways of sending these unsolicited promotional emails using different company email addresses.Their marketing strategy is aggressive and breach of trust with their customers.I have never purchased from them again and is the only fashion brand that I've experienced this with and have a very negative opinion of.
S MacFarlane
Wrong size, refund still not received after 4 weeksappointed with Stuart…
I am very disappointed with Stuart Weitzman’s service. I ordered shoes, but they sent me the wrong size. I returned them immediately, and they confirmed receipt of the return.However, it has now been over four weeks, and all I receive from customer service are generic responses telling me to “be patient”. My refund has still not been issued, leaving me without the shoes and without my money.I hope this review warns other customers to be cautious. I expected a premium brand to provide professional and timely service, but my experience has been frustrating and unacceptable.
Oksana Markevica
Unfair Gift Card Policy Cost Me $380
I used to buy Stuart Weitzman shoes because I genuinely loved their quality and trusted the brand. Unfortunately, this experience has completely changed how I feel. I recently found a gift card I had forgotten about and was shocked to learn that it was no longer valid due to an internal system change. The card had a balance of about $380, yet I was offered only $200 as a “solution.”I found this incredibly disappointing and honestly hurtful. This was not my mistake, and I don’t understand why a loyal customer should lose nearly half the value of a gift card because of a company decision. I chose not to accept the offer, as I believe customers deserve to be treated fairly and have their original value honored.It’s really sad to see a brand I once admired and supported handle a situation like this. Experiences like this make it hard to remain loyal, no matter how much you once loved the product.
dulce diaz
I would give 0 if I could
I would give 0 if I could. I bought one pair of shoes on the 6/11/2025. One day passed without getting an invoice so I contacted them, and they sent it. Then weeks pass and nothing is sent. I ask when was it going to be sent and they say “many orders, it will be sent soon” a couples of weeks pass and nothing changes so I ask for the order to be cancelled so that I can be refunded. They cancel and say the reimbursement should be in my account in 10 business days. Those days pass and you guessed it, nothing. Now I’m sending emails everyday to them until they pay me back. Ridiculous. Don’t buy from them, it is a waste of time!
Ruth
Brought in boots to the Columbus circle…
Brought in boots to the Columbus circle store with clear tear in seam from poor quality. The store manager’s (the one present 11/29 at 2pm) response “I can recommend a shoe maker”. Clearly customer service has gone downhill at Stuart weitzman: they used to take pride in standing behind their products. Now they are just rude.
Jenn Levine
If I could zero stars I would
If I could zero stars I would. Be VERY VERY cautious buying Stuart Weitzman expensive boots. They look very nice but are very bad quality. Only worn mine twice and falling apart. Customer service is as bad as the boots - Absolutely Terrible !
Sue Bamber
I have returned a very expensive pair…
I have returned a very expensive pair of boots 4 weeks ago(they confirmed receiving the boots) but I still have not received a refund. I keep calling everyday and I'm just being messed about. I will never be buying anything from Stuart W. never again. Disgusting customer service.
customer
Worst experience from premium brand
Worst experience ever with premium goods. Never again.I ordered a pair of pumps from the Stuart Weitzman EU website, which were the last size available and part of a discontinued line. I decided to give them a try, but unfortunately, they didn't fit. When I returned the shoes, they accused me of wearing them, even though I couldn't even stand in them and returned them just 4 hours later. It was clear they wanted to get rid of the last pair of this discontinued model.Warning to all: If you decide to order from them, make sure to record and take pictures of everything as proof! After a lengthy back-and-forth proving it was impossible for me to wear the shoes, I was supposedly granted a refund. However, I have yet to see any refund. I am still asking for weekly status updates, but all I see are emails being forwarded with no resolution.I have never experienced such poor service, especially for a brand that markets itself as premium. For the price level, this is shocking! I am beginning to wonder if their EU branch is facing financial problems, as I see that other customers are facing the same issue of not being refunded.
Maureen
Scammers
Scammers. I have returned several pairs of shoes bought from the EU store more than a month and a half ago and despite several chats with their customer service, have still not received the full refund and am being asked to be patient.
Stefania Korontzi
scammers!!!!!
scammers!!!!!! if you order something from the store record everything. they don't want to give me back 180 euros for shoes. I'm reporting this to the police
Karolina
scandalous customer service
They sent damaged shoes and the packaging department won't notice it. and they blame the customer. shoes put on to try on. scandalous help from customer service. GIVE MY MONEY BACK !!!!!!!
Karolina
I contacted customer service to request…
I contacted customer service to request a short delay in dispatch as I was going away, but the response was blunt and unhelpful — I was simply told, “We don’t offer that kind of service,” with no effort to assist or offer alternatives. When the order arrived, they had sent the wrong pair of shoes! I contacted customer service again, and once more, the experience was disappointing — the representative was unfriendly and couldn’t even confirm whether they would send the correct item. All I got was a robotic response: “We need to investigate the matter and will get back to you.” Overall, a terrible customer service experience.
Assel Katenbayeva
SCANDALOUS CUSTOMER SERVICE
SCANDALOUS CUSTOMER SERVICE.Two weeks ago, I placed an order for nearly €600, which was deducted from my account, but I haven't received an order confirmation, nor the shoes, yet the payment was made. Customer service claims they haven't received my payment, while they are looking at an entirely different date, and I am being told to contact my bank.So, €600 lighter and no shoes. Never order here!
Senna
customer service called me a liar
TL;DR: Instead of owning up to the fact that the shoes I bought were poorly made, the customer service rep called me a liar.The long story:I bought a pair of Yuliana 60 boots and began wearing them at the beginning of January. It's now March. I wear these shoes about once a week indoors at work. When I'm not wearing them, I place them neatly on the top of a shoe rack.After about 12–14 wears, the leather on the heels of the boots started deteriorating. Specifically, the leather on the inside of the heels—facing the soles of the shoes—began peeling away from the corners. I'm not sure how it happened, but I know I have completely babied these beautiful boots.I reached out to SW to ask about the damage. The rep said it looked like "normal wear and tear." I explained that I had been very careful with these shoes. However, she kept blaming me, insisting that "resting the heels on the rung of a chair or catching them on uneven pavement or a step can tear/scuff the leather"—despite several of my emails stating that I had done no such thing.Basically, the rep implied that I was lying.Don't buy SW shoes. If there's any issue whatsoever, don't expect them to stand by their name or their product. There are many other brands out there with better quality, prices, and customer service.
Julia Lee
It’s a scam
It’s a scam! I purchased a pair of boots on the EU website for 500€. Returned them over a month ago (they received them back beginning of February according to UPD and SW customer service). After over a month still no refund. Their customer service just replies asking to be patient. Patient? You’ve breached your own terms and conditions and you took my hard earned money. Shame on you SW. I wore your shoes for 15 years. Needless to say I’ll never shop again and will file a claim.
Nadia Metlitskaya
Expensive pink sequence sneakers
The world’s worst shoes SW shoes. Pretty pink sequence sneakers. Wore once and the bottom sole of the sneaker came completely off after worn once.
Jodi
I can't understand the many bad…
I can't understand the many bad reviews.I ordered from the EU store. A question I had when ordering was answered within a few hours. The ordering process is simple and the goods were delivered very quickly. You could check the status at any time. Unfortunately, the size didn't fit, the return shipment was fast, efficient, traceable at all times and the amount was refunded within a very short time. I can't say much about the quality of the shoes as this was my first order - the boots I wanted to buy were -50% and very good for the price. 5 stars for Stuart Weitzman.
Eva Lang
Purchased a pair of Stuart Weitzman…
Purchased a pair of Stuart Weitzman Beige Suede Alpine Combat Boots as a Christmas present; however, was shocked at being sent pictures back from the recipient with bloody socks, as skin had been removed from their feet after a 45-minute walk (that slowly turned into a hobble)!This is not the quality or standard in which I would expect from your product, let alone even that or a cheaper pair!
Joey
Stuart Weitzman was a fashion genius
Stuart Weitzman was a fashion genius. His shoes were adored. Once in the same echelon as Christian and Prada, since selling to tapestry, they have fallen below Candies! I will never buy a pair of SW's again. I bought a pair of SW booties from Neiman's, in the first hour I had put them on after purchase at my husbands 40th Birthday, the heel ripped from the leather. Neither Neimans nor SW would exchange for a new pair. They pointed at each other. How typical and disappointing these days. The once iconic brands are both cheap imitations, with no customer loyalty and they are all making a fortune with cheap labor and cheap product. Unfortunately, they are no longer worth the price!
Double D
