New Rock Boots And Shoes 

The item had a messure in the description that didn´t match the item (40cm calf in description, 33cm in reality). To return the item the charge you again, ended up with €20 transport charges both way (within the same country) and they charge you to process the return

ich hatte die Schuhe mit Klebeflecken bekommen und die pfeifen noch beim Gehen, wollte zurückschicken, aber niemand wird euch damit helfen. 3 emails sind unbeantwortet geblieben, aufs Telefon geht niemand ran, in instagram meinen die dass es nicht zu ihren Kompetenzen gehört!!

Shocking service. After choosing the item and paying £15. 00 for delivery, on the day before the item arrived I was told the there was a further £27.01 Import tax to pay. There is no mention on the website of any additional costs and when I questioned the charges they used the old 'brexit' excuse which is just another word for scam.
Please avoid, I would never use again and what appeared to be a good deal turned into something that could have been matched at a high street store.

I paid around £120 for a pair of relatively low-key boots. The problems started when they arrived from Spain to the UK and I had to pay around £40 import (not New Rocks fault, but it will be relevant later). I'd ended up ordering the wrong size and wanted to exchange them, as well as the fact that they didn't have any of the lace accessories shown in the product image. The exchange process is complicated and not very well explained on the website, especially when you're dealing with this much money. I ended up going to Reddit for an explanation. The process itself is really poorly communicated throughout. I shelled out another £30 for postage and I wasn't notified as to when the courier would arrive to collect the shoes and I was around 50 miles away at the time. I ended up having to organise the collection myself, and the next thing I know (around 20 days later) I get a leaflet through the door saying I missed my delivery. I got my shoes and, lo and behold, still no lace accessories. Oh, and there was a defect on the tongue of one of the shoes.
So, all in all, £190 for a pair of boots that weren't the look or quality I was expecting.
Not a great experience, in my opinion.

Really impressed with the quality of the Ranger boots as well as the speed of their S&H. For 75 euros including tax and shipment I received my boots within 1 week. Best alternative to Dr Martens for those with wider feet and those who seek a little bit more comfort. Work with orthotics as well!

metto due stelle perchè amo i loro prodotti
ma se potessi mettere per categoria metterei zero stelle al customer service
semplicemente inesistenti
stivali pagati 240 € comprati a luglio , arrivati con un tacco scollato - rimandati indietro.
ancora non arrivati,
quindi sono 3 mesi che attendo,
non mi rispondono alle mail e l'unico modo è di chiamare ( un numero spagnolo quindi pagando ) per farsi dire qualcosa di concreto

I bought my New Rock platform boots in Gent, Belgium. I am very happy with them because they were comfortable since the first time I wore them. They are also easy to take care of and not as heavy as they look. The size is also correct. I am wearing them second winter and have no complaints at all.

Below is the email 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

Shame! This response is 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.

Has anyone used these guys I paid for a pair of shoes through PayPal then communication stopped for a week or two so I got worried and filed a dispute with PayPal thinking I was scammed so PayPal emailed them without reply then PayPal refunded me then I got an email asking why I filed a dispute which is obvious so they stopped the manufacture of my shoes even though I said I am willing to pay for them again and receive them when they are fully manufactured but no communication now

From what I firt read, I thought that the experience buying from New Rock would be kind of a hassle. I bought the New Rock 106 S-112 in size 43. But it turned out that I needed size larger. From what I've heard about the New Rock customer support, I thought that maybe I wouldn't be able to change size, since many people say that they don't respond to customer emails. But in my experience they answered back very quickly. I've emailed that about 4 times and they've answered back each time the following day. For anyone who's struggling with their customer support, I have a slight suspicion that they only respond to emails sent through the offical "Contact us" on their website.

I feel like New Rock brand is really getting a bad reputation over here so I thought I would share my experience with purchasing from their official website. First of all I was very skeptical after reading all the negative reviews on here, but my items were delivered very quickly and I haven’t had any issues with my order at all. Delivery time took around one week (ordering to Poland) with FedEx. Boots came in correct order and size without any defects so I can’t really say anything bad about New Rock brand at this moment. I can recommend using their website based on my experience, but I can’t speak for their customer service though. Hope this will help some people who are planning on ordering their products soon from their official website.

The last one and a half year 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!

I think their customer service has really improved. I had problems with the shoelace fasteners on my shoes and I had to send them back for a repair (they paid for all the shipping). About two weeks later I had the shoes back home. But than it happened again on the other shoe, so within a week they sent me a new pair of shoes totally for free. So the quality isn’t as high as I thought it would be, but the customer service is really good.

Die Schuhe mögen schön aussehen aber hätte ich gewusst was für ein Kampf es ist bei New Rock etwas zurück zu schicken hätte ich da niemals bestellt!
Ich habe jetzt für über 30€ einen Refund Service gebucht. Allerdings habe ich kein Rücksende Label oder ähnliches erhalten. Der Kundenservice ist einfach mal keine Hilfe, weil da niemand antwortet!
Weiß jemand ich ich meine Bestellung da jetzt zurückschicken kann oder wie ich das Rücksende Label erhalte? Ich will einfach nur mein Geld zurück haben.
Danke für jede Hilfe!

I will never buy New Rock shoes again. I was a regular customer. I paid £142 for my new shoes and after a month of occasional use the soles came off. The shoes were glued not stitched. I waited 3 months for a reply to my first email. I returned the shoes as agreed with the customer service representative, Patrizia Loru. I have been waiting for 1.5 months to hear what has happened to my complaint. I have no shoes and no money.

UPDATE
After some negative feedback and a few posts on the New Rock Facebook page, the shoes were sent back to me. The soles had been glued. However, no one even bothered to apologise for the whole situation. I don't mean discounts or refunds, just a simple SORRY.

I was reading reviews just like you and I didn't believe it until I experienced it myself."
Here is a piece of advice!!! Never Never order from the official website!!!. I waited three months to receive my order, no one answered my emails, and after two months of sending emails, they sent me a mail saying that I put the wrong name and they were really impolite!!!
PS: I did put the right name and they didn't even apologize. I received it after a month of this email

Wenn es ginge würde ich 0 Sterne vergeben.
Service dieser Firma gibt es keinen😡
Die Schuhe haben meinem mann leider nicht gepasst. Auf der Seite findet man KEINEN Hinweis darauf wie man die Rücksendung abwickeln kann. Anfragen per E-Mail werden einfach ignoriert - ebenso Anfragen diesbezüglich auf Instagram 😡
Leute LASST DIE FINGER von dieser Firma!!!!

Ordered size 10 boots early December for my husbands Christmas present. They arrived within 3 days which was great, but they were too small. Trying to work out how to return them from their website was really, really difficult. Managed in the end, but that was mid-December. It's now 7th January. I know the boots were delivered to them 3rd January but in that time I've had no response to any emails I've sent to their customer service team. Worrying that another buyer has also tried to exchange and not had any response from them. Seriously considering claiming on my credit card to get my money back. Really wish I'd just paid £35 extra and bought them on Amazon instead of going direct to New Rock. I'll never buy from them again.

UPDATE - Replacement size 11 boots were finally delivered 15th January. No email communication whatsoever from New Rock other than the FedEx updates. No responses to my queries. Thank goodness the boots fit as I don't want to have any more dealings with this tin pot company.

I recently purchased the vegan double trainers directly from the website as they don’t seem to sell them anywhere in the UK! I was a bit worried and they did arrive with a manufacturing error.
After reading these reviews I did panic slightly and contacted them on several points of contact, their instagram email, customer service form on the website and their customer service email directly. I heard back from all 3 issuing me a paid for returns label with fedex. Fedex are rather annoying to deal with but that’s another matter…
I didn’t hear anything but after a couple weeks (over xmas too!) I got a label sent to me with the tracking number highlighted which I assumed was my repaired/replaced shoes. I just got them back today and they have been repaired perfectly with no further charges to me and a bonus keyring. :)
I don't think their english is the best and they’re a very small team which is why they’re not super active on emails but they were very helpful compared to what I’ve read on here!

I have been ignored by the company for 2 months, I wanted to exchange the size od the shoes, the shoes have been delivered to them and I hear no updates and am not sure if I will get my shoes or money back, do not buy those shoes from direct website!!!!