18montrose Avaliações 328

As others have said, customer service is quite poor. They only have email service (no phone or chat service) and extremely slow to respond.
I originally reached out to them to ask them about shoe size and they literally gave me a terrible response saying that every brand fitted differently albeit my question was on a specific brands' size chart.
I know need to return the shoes as they did not fit because the manufacturers' size chart in cm is wrong - this could have been avoided if they had a response to my question. However, I am still awaiting for a response from them to be able to update the return label.

Read the reviews and took a punt. Not one issue, trainers arrived promptly, emails sent all through the process. Would use again.

Avoid them if you care about warranty. They do not have much information about their warranty policy on their site (if they have they hid it well) but I had the unfortunate occasion to find out that there is a reason for that: they do not really have one.
I bought a Nike GoreTex shoe last year which developed a small tear on the top above the toes and water started to leak in so I sent the shoes to them for refund. They refused. According to them it is normal wear and tear. It is normal that a shoe cost 135£ which purposely built to withstand rain loses this capability in a couple of month. The shoes are in good condition, does not have much sign of wearing other than dirt so it is clearly material defect especially that it happened on both. I recently had to report other products as faulty, in both cases the manufacturer repaired or refunded, but of course they were not resellers...
Lesson learned, avoid resellers who are only here for quick money.

Virkelig forfærdelig dårlig hjemmeside. Min pakke er væk og de giver ik pengene igen, scammere.
Aldrig køb derfra når i ik får en skid

Paid for an item via paypal

item came at 60inch chest supposed to be 46

Looks faulty to me as cane in clear wrapping for a supposed £600 jumper

Returned at my cost and refunded via e-cheque dragging out the process even further. 10 days in no refund

This company is selling falty item at discount price. Ordered twice and received twice faulty shoes. They best solution was return at my own cost ....
To avoid ....

J’ai commandé le 1 fevrier 2024 une doudoune cp compagny d’une valeur de 330 euros sur le site 18montrose.Je reçois le colis , là doudoune est défectueuse remplis de petits trous et d’un severe accrochage au niveau de la fermeture.Je contacte donc le SAV ils m’accordent un retour gratuit mais ils refusent mon retour et prétendent que le produit a subis des dommages externes donc causé par ma faute.J’ai récemment ouvert un dossier sur paypal que je compte transformer en réclamation en espérant de le remporter

Je déconseille fortement a cause du SAV qui est abominable ! J’ai renvoyé une paire, le service client a refusé mon retour et m’a renvoyé la paire sauf que je n’ai JAMAIS reçu ma paire ! Je leur ai envoyé des tonnes de mails, avec la preuve de Laposte qui démontrait que mon colis a été perdu et que je dois contacter 18MONTROSE pour un remboursement. Le soucie est que 18MONTROSE n’affecte pas les tickets a une seule personne de leur personnel ducoup votre dossier est relayé limite chaque jour et passe par 40000 personnes qui vous disent qu’ils vont lancer une enquête et vous recontacter dans quelques jours (bien sûr il vous renvoie aucun message). BREF je déconseille fortement ma paire a été acheté en OCTOBRE et c’est seulement maintenant grace a Paypal que j’ai récupérer mon argent en faisant une réclamations auprès d’eux. MERCI PAYPAL !!

I was very unsure about my order at 18 montrose after i read all the bad reviews, but I was proven wrong. No problems with shipping emails or the delivery whatsoever.

I had an issue as did not get a confirmation email, however the customer service team were swift to get back to me. The shoes arrived very quick. Packaging and shoes arrived in perfect condition. 5/5!

I completely agree with most other reviewers! Don’t buy from this company! I bought from their website but found the products are not as described. Returned all, but only gave me a partial refund, took me too much time to communicate with them, problem still not solved, they made too many mistakes during the transaction but nobody stands out to take responsibilities. Their customer service team, is absolutely one of the worst I have seen.

Must admit was a little concerned with all the bad reviews, but took a punt as so much cheaper for an item I wanted. ordered at 6.35pm and delivered 3pm the next day. Trainers were perfect well packed and exactly as described!!!! take a chance you might have luck on your side like me :)

they deserve most def zero star.
Placed an order with 2 items, and no confirmation emails nor order number.

I have been waisting so much time since then, they are insulting me and wasting my time through their AI bot nonsense. I talked to this stupid chat bot service and the so called agents claimed that they‘ve sent me over 3 times those confirmation/order number but never reached out to me (even in my spam ordner).

I have already reported this transaction to paypal and their suspicious business.

Please contact me via Email if anyone of you guys would support/help me out to get through this unnessessary inconveninece and scam.

My experience with 18Montrose was so atrocious, I have to share in full as a warning to others.

It started with being sent the wrong items not once, but twice. We’re talking orders worth several hundred pounds.

They have no contactable phone number. I had to email and the ‘customer service’ was anything but… They repeatedly asked the same questions, to send more pictures and fill in the same information. Again and again.

It was quite clear the ‘customer service’ system was out-sourced and as such the time, expense and inconvenience was passed from 18Montrose (part of Frasers group) to the customer. I suspect much of the time I was dealing with AI / bots, rather than actual humans. I did a little digging and it seems the company handling ‘customer service’ may be Freshdesk/freshworks.

Getting a timely or cogent response was like drawing blood out of a stone and most, if not all responses from them were largely comprised of scripted/copy/paste nonsense. It took weeks and what amounted to several hours of my time to finally get return labels.

Even though both returns were dealt with by the same person (bot?), through the same emails, they arranged for one to be collected and the other needed to be dropped off. Where is the logic in that? Why not have both collected, or both needing to be dropped off? I cannot fathom the thinking: it’s just utterly baffling and resulted in more of my time wasted waiting for a courier, whose arrival window was 9am-5pm on a weekday (do they think people haven’t got better things to do, like, for instance, work??), then ultimately having to drop off both parcels separately because the courier never came.

I have received a refund for one of the orders, but thus far only a partial refund for the other one (still waiting for over £200), so will probably have to send yet another email to chase this up this morning!

After the eventual refund for the first order I got a scripted response apologising and supplying me with a code that entitled me to free shipping and 10% off a future order. There was nothing personal or individual, no acknowledgement that after their initial mistake/fault in sending the wrong order twice, I was expected to go out of my way repeatedly to resolve the issue at great inconvenience and even some expense to myself. I was actually insulted.

I cannot stress enough that given the time wasted throughout - I estimate about four hours of my time writing emails and supplying various pictures, plus over a day waiting for a courier to collect one return (they never arrived) and then having to drop both returns on separate days at the nearest drop off point, which is a 25 to 30 minute round trip by car each time, so almost an hour’s driving total (so fuel costs now also a factor), not to mention the frustration and stress.

Finally, I should add that I have dealt with various other companies that sell clothes and shoes from the same/similar brands/designers and one of them that I cannot recommend enough is END. Mostly because when you need assistance with a return or similar you can actually call and speak to a human. It makes things so, so much quicker and easier and the couple of times I have had to call, the people have been polite and extremely efficient. I would say the same for Nike too, although you now have to initially go through an automated system before speaking to a human, issues are resolved quickly. Same for Selfridges, recently needed to return part of an order, and found there was an issue with the automated website returns process. I contacted customer services, was immediately through to a human, she was lovely and got things sorted efficiently and politely at minimum inconvenience to me.

I seriously do not know what has happened to customer service, the outsourcing, lack of telephone support and increasing use of inadequate AI and bots is an increasing impediment. 18Montrose could learn a great deal from End, Nike, Selfridges and others that have proper customer service.

You might get lucky and not have an issue with 18Montrose, but it would be exactly that: luck. By design their system is disgraceful and I urge you to avoid, avoid, avoid.

Update 19/11/2023: I emailed them again about the outstanding refund. Have not had a reply. Will have to email again tomorrow. On and on it goes.

I've returned shoes used return form received with my order-then my returns disappeared
I've been told it's my foult becouse I shouldn't use return form from inside the box?
This company is a scam

2 semaines que le service client me fait tourner en bourrique pour une commande non livrée alors que le suivi indique bien qu'il y'a eu un problème durant l'acheminement... Vraiment honteux, a chaque fois on me dis que ca sera réglé dans 3jours.

Client régulier et fidèle, je ne recommande plus ce site. Très mauvaise expérience suite à une commande récente. Du retard sur la livraison et surtout pas le bon article livré. Un tee-shirt à la place d'une chemise...( marque Junya Watanabe ). Et la galère continue avec un service client injoignable et lent, des interlocuteurs qui se relaient pour la prise en charge de mon litige, sans résoudre mon problème. Un mois écoulé et toujours pas de remboursement en vue... Déplorable. Mr VILLA-MUR

Order a pair of Adidas trainers which arrived a few days later in a battered box. I returned the trainers due to being too small and ordered a larger size. The new trainers arrived ok but almost a month later and I have still not received a refund for the returned pair. I cannot speak to anyone has no phone number so all communication is going via email. The company claims they have refunded me but nothing is showing in my bank so have had to raise a dispute through my credit card company!

Don’t understand the reviews on here. Ordered a Stone Island jacket which I wanted to return as I didn’t like it when it arrived. Returned (at my cost) and reordered a different style with no issue. Received confirmation emails for both and both delivered with no issues.

Contrary to most of what you'll find here, I had a really good experience with 18montrose on the whole. did get a bit worried after a purchase, coming here and seeing all the horror stories. now it is true that I didnt receive an order confirmation email, which is what made me look for reviews, so i was obviously anxious at that point. But this fear was soon assuaged, as I got a dpd email the next day, and it arrived the day after that, way quicker than the predicted 3-7 days of standard delivery.
Now one thing I will say is that the box arrived extremely damaged and was packaged in a thin bag.. but here's my theory on that- 18montrose is actually somewhat an outlet store for flannels, cruise etc. so its likely the discounts are because things are end of line or returns due to minor cosmetic damage like this.
Over all, a very good experience, got some shoes I'd never have paid full price for for a great deal, and the shipping was very quick. I will say, please 18montrose: start sending out order confirmation emails, it will make a lot of customers a lot less nervous :)