newrock Avaliações 138

Ordered on the 9/12 with priority international shipping. Zero contact from the company after waiting 13 days for the order. Tried contacting multiple times without ever receiving a response. All I want is some for of communication regarding the current shipping situation. How hard is that to provide.

Had to raise a complaint through PayPal

Do not purchase directly from the company, source them from elsewhere.

Not worth the price, MAJOR Quality issues. In the first month of wearing them a couple of times I had two Shoe lace hooks just fall out, I don't wear them out often and I'm already missing THREE shoe lace hooks now and I've had them for less than a year with only about a month worth of wear counting how many times I've actually been outside the house with them. I can't even fasten them properly now

Achat d'une paire à plus de 300€.
Perte d'une accroche de lacet au bout de 2 jours.
Envoyé photo par mail.
Depuis plus de nouvelle.
Le numéro de téléphone ne répond plus.

ORDERED PAIR OF LADIES BOOTS, THEY WERE DELIVERED TO ME BY UPS CARRIERS AND THEY CHARGED ME £28.40 FOR WHAT THEY CALLED IMPORT TAX WHICH WAS BECAUSE THEY WERE SENT FROM SPAIN ACCORDING TO THE DELIVERY BOY. THERE WAS NO NOTIFICATION THAT THIS CHARGE WOULD BE APPLIED. DO NOT BUY ANYTHING FROM THIS COMPANY. I DIDNT EVEN GET A RECEIPT FOR THE CASH PAID TO UPS DELIVERY BOY

New Rock refuses to take back damaged shoes!! Be careful...

I contacted them two months ago after receiving a pair of shoes (which I paid a lot of money for) in poor quality. An hour after I wore them, a buckle fell off, which can't be reattached. I wrote to their customer service multiple times over the course of several weeks and received no response. Finally, after weeks of waiting, they rudely replied claiming they had received no emails from me. As if that wasn't enough, they even suggested that I pay for a cobbler to repair the buckle myself. At my own expense? When you pay that much money for a pair of shoes, they should be of good quality. At the very least, a company should admit its mistake and take the shoes back without hesitation to replace them. I responded saying that I would like to send the shoes back to New Rock for a refund or that they should repair them for me. Four weeks have now passed and I have received no response; they refuse to reply to my emails, and I’ve sent several from different email addresses. They’ve simply taken advantage of me. Be careful when shopping on their website. The shoes are of poor quality, and their customer service is even worse.

I selected size 37, but after paying, the recap said I bought 40. There is no possibility to change or cancel the order, not even a minute after. I immediately sent an email, ignored of course. I called the day after and they said the order was shipped already.
Now I have to wait for the wrong order to arrive and I won’t have my money back for months. On the top of it, I absolutely expect these scammers to charge me for changing the order.
Very great experience!!!!
P.S. just checked with PayPal, it’s possible to have back just 185€, that’s the price without shipping. So they’re making me pay 35€ for THEIR mistake.

Was worried after seeing rating here but soon discovered it was just brits moaning about how leaving an economic union has costs.
We don't but from UK anymore & don't need to.
Brilliant company, product,price & delivery (4 days to Ireland).

Was excited to get my new shoes but….turns out I had to pay for UPS to deliver my shoes. An extra hidden cost. Don’t shop from here, it’s around £50/£60 for delivery to your door to be made on top of paying shipping, customs and for the shoes. I’ve disputed with my bank and asked for a refund as this is ridiculous. There’s nothing stating that the shoes would have an extra cost to deliver them so imagine my surprise when I checked tracking and found that out. I’m not playing about my nearly £170 I spent, I decided to get these shoes as a gift to myself and now it’s turned sour. Will be telling my friends to stay clear too as communication is terrible.

UPDATE:
Below are two emails I received in complaint to the hidden delivery charges, and no previous attention attempts saying there’s delivery charges on top of shipping, customs and buying the product (please note that your invoice will not have any information stating you’ll need to pay delivery if you’re in the UK)

Dear customer:

I'm really sorry but your country, from long time ago, is out of the European Community, so if you check carefully your invoice you will see that you didn't pay any tax in Spain but you MUST know that you Must pay the Tax of your country, ask your Government why you must pay this tax, this is not a Spanish tax this is a Tax that you must to pay to them to by something outside of UK, everyone knows that.
The package is still there, UPS is waiting for our instructions, we have received a claim from your financial entity and they retained your payment, we will send all proof of shipment to them, let us know what should we do, you should know too that if the package come back to Spain, if we made the refund, we will discount the transport cost.
So think about it, what would you like to do and let us know as soon as possible to advise UPS.

Regards

We do not have to explain the norm, most of our customers are from outside the EU and do not pay taxes tous but their country's tax office.

The taxes have nothing to do with us, and we do not see a penny of them, entirely going, in your case, to HMRC.

Regards

Elena

Shame! Responses are extremely ignorant! Please steer clear of buying from their website and just get them from blue banana or eBay. I will NOT be paying for return shipping and I will NOT be paying for the UPS delivery with all these hidden fees. Even when shopping on Etsy they clearly state that you have to pay taxes and such.

Unboxed my New Rocks immediately when they arrived. I found that both of the logo "stamps" on the back of the boot platform are mangled in the same area at the top. Looks like a production issue.

I sent an email immediately since I know they state in their terms that damage much be disclosed within 24 hours of receipt. It's been almost a week and they have not replied. I have sent a follow up to that email address, as well as another to their shop_at_newrock email address. No response.

My next course of action will be to contact my credit card company if, at the one week mark, there is still no response.

When you're paying so much $$$ for something, it's ludicrous when it isn't perfect out of the box. This is not acceptable business practice.

The absolute WORST customer service, they don't bother responding during their limited opening hours and cause major issues with properly processing clearance issues. They are sneaky and terrible. If you are after new rocks it is best to source them domestically from bluebanana or debenhams instead of dealing with the hassle and issues this terrible company causes. If I could rate lower I would.

DONT BUY FROM NEW ROCK!
They have sent me a pair with defects, and they have the WORST costumers services ever! I don’t know when they will refund me because my package already arrived back to the store and they lied saying it didn’t. I am so mad, don’t trust them!!!

Für meine NewRock Stiefel brauche ich neue Sohlen, auf der homepage werden ersatzsohlen angeboten leider nicht für mein Modell, also habe ich beim Kundenservice angefragt ob ich die passenden ersatzsohlen bestellen kann oder ob sie meine Schuhe sogar reparieren könnten.
Ich habe mehrfach emails geschrieben und nie eine Antwort erhalten.
Als Kunde wird man bei Fragen und Problemen einfach alleine gelassen.

beautiful shoes but new rock never indicated that we’d have to pay an extra £60 in the UK after our package was already delivered. I cant afford the Fedex charges because I didn’t save up for them because I didn’t know about them. thanks new rock:/

Achat d une paire de chaussures NEW ROCK en janvier 2024, utilisées au quotidien la semelle ce décolle après 3 mois d utilisation.
Je contacte le service après vente qui me fait un bon de retour, j envoi donc mes chaussures en Espagne au siège je suppose et depuis pas de nouvelle !!! Mes mail reste dans réponse .... j ai donc une paire de chaussures d une valeure de 170e perdu ! Je suis très mécontent

Ordered from the UK, bought around £40 worth of metal adornments for my shoes. Was very apprehensive after reading the reviews here, but the delivery literally took 4 days - ordered on Monday evening, and my package arrived by Friday. It seems that most people are having problems with larger/more expensive/custom orders - so if you're thinking of buying bits and bobs, it may be less of a hassle.
I didn't receive a confirmation email for my order, but that's the only problem I encountered :-)

One and a half year ago I bought two pair of shoes from the brand New Rock. With both pairs it was obvious as soon as they arrived that they are not made with quality in mind. Sure they look good and that is all that can be said. I love shoes in general and have many strange looking ones, so i do not walk on the same shoes every day, keep that in mind.

Both pairs of this "new rock" brand are extremely poorly finished and this for shoes for which you pay an average of 300 euros and or more. Scandalous!
Not only the finish makes it clear that the quality is poor, if the shoes literally fall apart, than that is pure incompetence when it comes to shoemaking.

On one pair (purple python) the heel fell completely off after two weeks and the heel fell off again after a few weeks after it was made by a competent shoemaker. He also told me what terrible quality these shoes were and that it didn't make sense anymore to fix them. Those overpriced shoes are now in the trash bin.

The finish on the second pair of shoes (ankle boot west) is just as bad. On this pair, part of the heel also broke off. To my great surprise, almost everything except the bottom of that heel is made out of plastic. I pay hundreds of euros for a plastic heel that will break within a few weeks. This company should be sued.

I don't want to know anything about this company or this brand anymore, I work in marketing and I will never say a good word about these overpriced shoes of extremely poor quality, never!

And don't even bother and try to convince me that your company is not that bad, because you are. I don't care about a helpdesk/service employer anymore who is paid to tell me otherwise or who has to tell me that he or she is sorry for what I had to experience. Keep those empty words to yourself.

I'm talking about two pairs that your company made, that can not be a coincidence. Your company lacks the knowledge of making good quality shoes, period!

This review relates to New Rock Shoes, Spain, where I cancelled my order and requested an immediate refund. I have been waiting 2 months for this refund to be paid back to me and at the moment I'm negotiating with my band to try and recover the money. I would urge people not to purchase anything from this company.

En noviembre he pedido unas botas BOOT TRAIL M-TR099-C1. Después de un mes me han llegado super mal hechas, rascadas y rayadas, con manchas desteñidas y lo peor MAL COSIDAS. Toda la parte delantera del zapato izquierdo estaba girada, y también arrugada. Cuando he puesto estos zapatos todo el pie me bailaba, imposible de caminar. Las he devuelto como 5 veces y no han solucionado el problema, ademas, a la ultima vez cuando me han llegado estaban en peor estado, es decir los rascaron mas y no se han molestado de taparlo ni nada, me los han enviado sin ninguna protección, no tenían la esponja que va dentro de zapato, tampoco papel para evitar que zapato se deforme, incluso había basura dentro de la caja, como papeles rotos y trozos de plástico, básicamente una guarrada, les he contactado otra vez y decidieron cancelar la venta (después de comprometerse de si algo va mal esta vez, me hacían los zapatos nuevos, obviamente no lo han cumplido) diciendo me que lo cancelan porque ''no han cumplido mis expectativas'' A ver que es lo que no entienden y de que grandes expectativas hablaron? Creo que unos zapatos de casi 400 euros tienen que llagar perfectos! y no rayados, arrugados y mal cosidos. Encima me dijeron que no han visto el problema, con que la parte estaba mal hecha y girada... no son nada profesionales y menos expertos en hacer zapatos. Todo esto en finales de febrero, es decir durante mas de 3 meses no he podido poner estos zapatos, por que cada vez cuando llegaban estaban en fatal estado, tengo fotos y videos!!!!!!
La grande problema que tiene esta empresa es la mala atención al cliente, que NO contestan a los mails, cuando les llamas y intentas a explicar el problema no se enteran de nada, incluso que les envías un video enseñando que problema hay no solucionan nada y tampoco se enteran pq empezaron hablarme sobre las tachuelas que NUNCA mencione. Literalmente una experiencia de locos.
Por la culpa de esta gente que trabajan en atención al cliente, la marca pierde el buen nombre.
Por cierto, estos zapatos han vuelto de poner en venta rebajados! CUIDADO con ellos (BOOT TRAIL M-TR099-C1), pero no creo que alguien los compre y se los queda porque están en fatal estado!
Toda la ilusión de tener estos zapatos se ha convertido en una pesadilla con ganas de vomitar... en fin dan una pur/ta vergüenza, estoy muy enfadada con esta empresa!!!! ASCO!!!!

The Boots I ordered were amazing and just as expected.

Delivery etc was another thing altogether. The Boots were dispatched very quickly and went to Fedex.But although they were delivered quite quickly the route - from Spain to France to Spain and then back to France again was odd to say the least.

Boots were delivered well packed in a second box,free keyring etc.

Now the nasty bit - I had already had to pay £22 for shipping because Britain is no longer in the E.U.. Fedex delivered the Boots to me but are now bombarding me with demands for a further £42 in import and custom fee charges ?.

So buying direct from the Company was already more expensive ,Approx' £50 more than I would have expected to pay in Britain, and now because of England voting to leave the E.U me here in Scotland has to pay another £60 extra.

Surely the demand in Britain would justify New Rock having a fully stocked warehouse in Britain so customers do not have to pay the Government to get their New Rock's ?.

Strange that I never get hit with Import/customs charges when I buy from China ?. Why can't NEW ROCK send into Britain the same way ?.

Sadly New Rock .co.uk doesn't seem to be an official branch of the Spanish New Rock Company an so has very few styles and options compared to New Rock.com

If you have friends or Family in Ireland get your order sent to them !!.Forward by Royal Mail from N.I less than a tenner.

Overpriced for what you get. Don't pay more than 159 for them. I'd heard from reviewers that the quality had gone down on New Rocks over the year and thats true. The foam they used in the bottom looks cheap and full of air holes from the casting process. I've only had mine 6 months and the metal is already falling off. :(

I will say however they're SUPER comfy. I got the Black tower boots on sale for 150 and I would feel robbed had I paid anymore. They're still a favorite pair of mine because of comfort (the leather is soft straight out of the package so they're not too bad to break in) I wish they were better quality cuz I doubt these will last as long as the ones from the 90's