Trying to get a response out of customer services for a shoe repair is ridiculous. I have provided photos, emailed them several times via there web site. I eventually tracked down a telephone number... Ver mais
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Veja o que dizem as avaliações
Everything was easy. Shoes came out in amazing condition and build; I've never bought an expensive pair of shoes before, only boots, so this was a new experience for sure. Pre-order lead times wouldn... Ver mais
A empresa respondeu
Received my Smugs today, got the ones available through John Lewis with CF Stead leather, much cheaper than the horween leather ones on Gorals own site. Hard to imagine horween leather being worth £10... Ver mais
Honestly, I am shocked by the quality & craftsmanship put into these sneakers. I got the SMUGS 2.0 Natural Horween. Do not let the online photos fool you. They look so much better in person. T... Ver mais
A empresa respondeu
Detalhes da empresa
Escrito pela empresa
Goral is a Sheffield-based company that designs and handcrafts high-quality shoes and sneakers using premium materials. Our shoes are stylish, comfortable, and durable, suitable for any occasion. We're committed to exceptional customer service and building long-lasting relationships with our customers. Shop with us today to experience the difference high quality craftsmanship can make.
Informações de contato
Goral & Son Ltd, Forum House, 35 spital hill, S4 7LD, Sheffield, Reino Unido
- 0114 242 0641
- customerservices@goral-shoes.co.uk
- goral-shoes.co.uk
4,2
Muito Bom
247 avaliações
Pede aos clientes que avaliem
Esta empresa convida seus clientes a deixarem avaliações, sejam elas positivas ou negativas
Respondeu a 54% das avaliações negativas
Normalmente responde dentro de 24 horas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Resposta da GORAL
Hi David.
Thank you for taking the time to leave us a review! We really appreciate your support and are happy to hear you love the shoes!
Ilyana.
Worth the wait. Excellent craftsmanship
Top quality shoes. Given this is a family business, you'll have to wait a few weeks for shoes made to order but it's all worth the wait
6 de agosto de 2026
Resposta da GORAL
Hello Wilson, thank you for taking the time to leave us a review!
We are so happy that the shoes made up for the waiting time! We completely understand the excitement around receiving a new pair of shoes, and we do our best to deliver the highest quality we can!
We hope you enjoy breaking in your new GORALS!
Ilyana.
My second pair
My second pair. Both fit and look great. Looking forward to a third pair one day!!
5 de agosto de 2026
Resposta da GORAL
Hello Gerald, Thank you for taking the time to leave us a review! We are so happy to hear that you love both the pairs you have received already!
We can't wait to see what your third choice might be!
Ilyana.
CAUTION Mellor11 trainers can harm you!
bought a pair of Melloe11 trainers and was delighted when I received them. However I wore the trainers and was in agony from blisters they left. Waited for blisters to heal and tried with thicker socks, more blisters. Have worn them in total four times and contacted GORAL with my complaint. Said there is nothing they can do as I had worn them! Can somebody please tell me how without a crystal ball tell if a pair of shoes are going to blister your feet if you don't wear them. I understand they are leather but I own and wear other brands and have not experienced this before. Sent them back to Goral but they are sending them back to me. Will not be buying from Goral again. Very angry as they cost £265.50
27 de agosto de 2026
Avaliação não solicitada
Resposta da GORAL
Hello Brian,
Thank you for your feedback, and I'm genuinely sorry to hear the Mellor II trainers didn't work out comfortably for you - that's never the experience we want anyone to have, and I understand your frustration.
Fit and comfort in leather footwear can be very personal, and while our shoes are made to be worn and broken in over time, I completely appreciate how disappointing it is when a pair doesn't feel right for you specifically. We do our best to help with fit concerns, which is why we offer sizing and fit guidance before purchase and are always happy to talk through it.
On returns, our policy- like most footwear makers - is that we're unable to accept items back for refund once they've been worn outside, as we can't resell them.
I know that's frustrating when the issue is comfort rather than a fault, and I'm sorry the outcome wasn't what you hoped for.
I'd genuinely like to help if I can. Please contact me directly on dominik@goral-shoes.co.uk
We care about our customers' experience and I don't want to leave this unresolved
Trying to get a response out of…
Trying to get a response out of customer services for a shoe repair is ridiculous. I have provided photos, emailed them several times via there web site. I eventually tracked down a telephone number and tried to call them where they just hang up! Not the service you would expect from a premium bespoke shoe manufacturer.
26 de agosto de 2026
Avaliação não solicitada
Resposta da GORAL
Thank you for the feedback, and I'm sorry this has been frustrating. We did reply to your emails twice, so it looks like our responses didn't reach you. I'm sorry you were left thinking you'd been ignored, that's not how we want anyone to feel, and we're looking into why they didn't land. On the phone, we don't run a phone line, so the number you found isn't ours. I'm sorry you spent time on it, if you can tell me where you came across it I'd like to get it taken down.
On the shoes, your pair is an earlier Mellor, made before we introduced our repair service, and the fault isn't one we're able to put right. I know that's not what you wanted to hear. What I can do is make sure you're looked after if you ever want another pair. My email is katie@goral-shoes.co.uk, come straight to me whenever you're ready, and I'll help.
Katie
Resposta da GORAL
Hi Joe, thank you so much for taking the time to leave us a review!
We really appreciate the consistent support, and we hope you keep loving your GORALS for many years to come!
Ilyana.
New shoe, broken pull tab
It was the mystery box, so I should have known an ugly show may come. That said, the heel loop / pull strap was attached to one shoe and broken on the other.
Next time I'll just order what I want.
6 de julho de 2026
Resposta da GORAL
Hi Chris, Thank you for taking the time to leave us a review - it is always hard to see one star reviews, but we would love the chance to make this right for you.
Can you please email customerservices@goral-shoes.co.uk with some photos of the issue and we will see if there is anything we can do for you!
We understand that the mystery box is a gamble.. but it should never be a gamble on our quality!
Hope to speak soon,
Ilyana.
Brilliant customer service
Brilliant customer service. Some small delays due to issues outside of gorals control but they went out of their way to sort it out and get the order were it needed to be
4 de agosto de 2026
Avaliação não solicitada
Resposta da GORAL
Hi Kris, Thank you so much for taking the time to leave us a review! We are always on hand and happy to help, we hope you love your GORALS.
Ilyana.
Mystery box results
Great boots. They fit well, are comfortable, and are a beautiful dark brown. Not sure about the black stripe where the upper meets the last, but perhaps it'll grow on me.
Gambled on the mystery box hoping for a pair of sneakers... oh well!
7 de julho de 2026
Resposta da GORAL
Hi Jason, thanks for taking the time to leave a review!
We are happy to hear that you love the boots you received, even though they were not what they were expecting!
Ilyana.
Excellent service and fab shoes.
Excellent service and fab shoes.
I have had them re-soled twice and they are looking great.
6 de julho de 2026
Resposta da GORAL
Hi Tara! Thank you for taking the time to leave a review, we really appreciate it!
We love seeing your GORALS come back for their rebuild!
Ilyana
Excellent product; quick to resolve issue
Edit: Had a serious issue with my order but once I tried someone out of the generic CS email, someone quickly stepped in and resolved the issue for me.
Product itself is 10/10.
Thank you very much.
1 de agosto de 2026
Avaliação não solicitada
Resposta da GORAL
Hello, thank you so much for your review. It's always hard to read a one star review, but I'd much rather know about this than not, especially something that's dragged on for a year, that's not acceptable, and I'm sorry.
Could you send me your order details so I can look into this properly and get it resolved as quickly as possible? My email is katie@goral-shoes.co.uk if that is easier for you.
Hope to speak soon,
Katie
Received my Smugs today
Received my Smugs today, got the ones available through John Lewis with CF Stead leather, much cheaper than the horween leather ones on Gorals own site. Hard to imagine horween leather being worth £100 more than CF Stead leather. I am very pleased with the presentation and quality. Comfortable from the instant they were first worn. So far very happy.
21 de julho de 2026
Avaliação não solicitada
It’sa mystery
It’sa mystery. Scored burgundy bison sneaks. It feels like I’m wearing socks. Absolutely magnificent.
10 de junho de 2026
Resposta da GORAL
Hi Martin,
Thank you so much for taking the time to leave us a review! We are so happy to hear you love your mystery box!
Ilyana!
High Quality leather and Craftsmanship
Very well made pair of minimal trainers. They will last a long time. Good quality leathers. Plus after sale team is also amazing, especially Katie
2 de julho de 2026
Avaliação não solicitada
Resposta da GORAL
Hi,
Thank you for taking the time to leave us a review! We are so happy to hear that you love your new GORALS! We really appreciate your support.
Best,
Ilyana.
Great quality, but inconsistent sizing makes them hard to recommend
The shoes are well-made using good materials, and both customer service and the return process work smoothly; however, sizing is inconsistent between pairs, and the updated size chart and sizing recommendations do not seem reliable.
31 de maio de 2026
Resposta da GORAL
Hi Santiago,
Thank you for your review, we are really sorry to hear that you have found our sizing inconsistent across styles - we do really encourage our customers to look into the 'how it fits' section under each style, as we do find differing materials can impact how the shoes fit.
We do take onboard all customer feedback, and this is something we will discuss, to see if we can make any improvements.
If you would like any further assistance please do not hesitate to reach out to our customer service email address and we will be more than happy to help!
Best,
Ilyana.
Fantastic company
Gem of a company in Sheffield - incredibly happy with my order and the customer service was top notch!!
23 de junho de 2026
Avaliação não solicitada
Resposta da GORAL
Hi Daniel,
Thank you for taking the time to leave us a review! We really hope you love your GORALS - Thank you for your support.
Best,
Ilyana.
Unreliable and risky
Unreliable. Zero customer service. Late responses never followed up. Still without these pricey and paid for shoes 12 week later. No information. Promises not kept. Great pity but I do not think I could risk another purchase.
24 de junho de 2026
Avaliação não solicitada
Resposta da GORAL
Hi Jean,
Thank you for taking the time to write a review, I am very sorry to read that you have not had the customer experience we strive to deliver here at GORAL, we never want our customers to feel uncertainty about the crafting journey or experience of waiting for their shoes to be hand-crafted by our team.
We would love the chance to make this right for you, can you please email ilyana@goral-shoes.co.uk so that I can look into this as an urgent priority for you, we would really love to get the shoes into your hands, and give you the best GORAL experience possible.
Best wishes,
Ilyana.
I really wanted to like this company
I really wanted to like this company, but until they can sort themselves out I would not recommend them. I ordered some shoes and they arrived after a couple of months but in the wrong size. I sent them back for an exchange and essentially nothing happened. When I chased them there were superficially plausible answers, but put together they must have been made up.
"we needed to order more leather" or "soles still need to be dispatched" etc etc
After five months with no shoes and multiple chasing emails I've cancelled my order. I haven't received a refund - I hope I don't need to get my credit card company involved.
23 de junho de 2026
Avaliação não solicitada
Resposta da GORAL
Hi Andy,
Thank you for leaving this review and I'm sincerely sorry for the experience you've had, it's not the standard we hold ourselves to and I completely understand your frustration.
I have had a look into your order this morning and I want to again apologise. The delays were genuine, we did face supplier issues with materials during this period, but that's our problem to manage, not yours, and we should have communicated far more clearly and proactively throughout. The most important thing right now is your refund, which I can confirm has been processed and the funds should be with you as soon.
We'd love the opportunity to restore your faith in GORAL at some point in the future, and if there is anything I can do personally, my email is katie@goral-shoes.co.uk.
Katie
Not what you want for a 400 USD/EUR sneaker
So I placed my order for a pair of Smugs 2.0 High Top Horween Natural on 6th of February. I received the shoes on the 6th of April, a solid 2 months of waiting, but I didn't complain, handmade shoes after all...
After unboxing the shoes immediately looked a bit off, their shape lacked uniformity, but handmade shoes after all...still no complaint.
The main issue is that the sole is uneven, which makes the shoes unfit for wear.
Customer service adises to take out the insole...
Apart from the defect: the Horween leather is fantastic, way too thick for a "sneaker", though. The top is too high, it's more like a boot, not a high-top sneaker.
Conlcusion: for anyone who looks for high quality (not highly overpriced) sneakres: JAK and KOIO are the brands to go for.
Read the bad reviews: quality issues, customer service issues, long shipping time, impossible returns... that's not what you want when you're shopping for a 400 USD/EUR sneaker.
22 de junho de 2026
Avaliação não solicitada
Resposta da GORAL
Hi Márton,
Thank you for taking the time to share this and I'm sorry your experience hasn't been what it should have been.
The sole issue is something we want to look at properly. A defect like that isn't acceptable and we should have resolved this for you immediately, could you email us directly at katie@goral-shoes.co.uk with some photos so we can assess and arrange a solution for you? I know you've had the shoes a couple of months and the first time you reached out to Customer Service for assistance was on Sunday evening - which is a real shame as we always want to do our best to make things right.
On the wider points, the wait, the leather weight, the height of the SMUGS, these are fair observations and we appreciate the honesty. The SMUGS is built more like a boot than a traditional sneaker, and we do put this in our marketing with Rose Anvil, but I am sorry if this wasn't communicated well enough for you.
Please do get in touch, we'd love the chance to make this right.
Katie
Bruxton Brass Wire boots
After finally receiving my Bruxton Brass Wire boots and spending some time trying them on, I can honestly say they are the most comfortable boots I have ever owned straight out of the box.
The fit is absolutely perfect, like they were made specifically for my feet. The leather quality is outstanding, and the level of craftsmanship is exactly what you hope for when you invest in a handmade boot.
I have nerve damage on the bottom of my right foot, so comfort is something I take very seriously. What really surprised me is how the natural shape and flex of these boots have actually made them more comfortable for me compared to my Red Wing Iron Rangers. I expected a break-in period, but from the very first wear they felt incredible.
Yes, the six-month wait was difficult at times, but now that they are here I can say without hesitation that the wait was 100% worth it. I would rather wait for a pair of boots made to this exceptional standard than receive something rushed.
The only thing I would love to see in the future is an 8-inch version with a higher lace pattern and more eyelets, because I would buy a pair immediately.
I am genuinely glad I didn’t cancel my order or ask for a refund during the wait, because I would have missed out on the finest pair of boots I have ever owned. These are not just boots—they are a true piece of craftsmanship, and they have earned a lifelong customer.
19 de junho de 2026
Avaliação não solicitada
Resposta da GORAL
Hi Brian,
Thank you for taking the time to leave a review!
We are so happy to hear how much you love the Buxton boots after such a long wait to receive them, especially when you were anticipating their arrival! I will be sure to pass your ideas onto our team, we love hearing our customers ideas for new releases.
Best wishes,
Ilyana.
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