I finally did received my order after 1 month and I must say I Am Pleased!!! After reading serveral unsatisfactory reviews, I didn't feel too confident that I would be happy if I even received my sh... See more
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Review summary
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Item that i bought look just like the description !! But delivery took a little while!!
The quality is outstanding for the price. 👞💯 They feel durable and wellcrafted. Very impressed!
The shoes I purchased was pretty much exactly what I expected. Thought they would be a bit more sturdy but the shoes are fine. I love the shoes!! Thank you!!
Company details
Written by the company
Harrow Ellis was built on a simple belief: great shoes shouldn't ask you to choose between how they look and how they feel. Clean lines, careful construction, and details that matter — without the noise. Designed for the way you actually move through your day. Made to last, made to fit, made to earn their place.
Contact info
United States
- +19179147803
- info@harrowells.com
- harrowellis.com
3.5
Average
94 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 93% of negative reviews
Typically replies within 48 hours
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Don't be fooled
I had a reply to my complaint on Trust Pilot with a message I thought may finally resolve my refund issue.
Unfortunately, the scam continues. Despite publicly falling over themselves to look good, suggesting they're sorry, the service was unacceptable, and that they will finally resolve my case if I emailed them, it isn't the case. They rolled out the same email as before offering 40% refund for an item which broke within a week. It's completely unacceptable and is a further example of what poor customer service they offer. It's mad that a company of their size can't just admit they got it wrong and issue the full refund.
28 emails ... and still going. Utterly. Ridiculous.
Don't be fooled by their public replies or the poor quality of their products.
21 August 2026
Unprompted review
Extremely disappointing - poor quality and an unnecessarily difficult return process
I am extremely dissatisfied with my experience with Harrow Ellis.
The shoes arrived without even a shoe box. They were simply wrapped in basic tissue paper with the Harrow Ellis name printed on it. There is no Harrow Ellis branding or engraved logo on the shoes themselves, and the quality of the materials feels extremely cheap. Based on what I received, they feel much more like generic white-label shoes than the branded product and shopping experience I expected.
More importantly, I ordered size 5.5, but the shoes I received are marked size 36 and do not fit.
Trying to return them has been even more frustrating. I first requested a return on 28 July and explained that the shoes were unused and in their original condition. Instead of simply providing return instructions, customer service repeatedly asked me for more and more photographs: the shoes laid flat, packaging, shipping label, size markings, etc. I explained that there was virtually no original packaging to photograph because they arrived without a box or any paperwork. I have now sent multiple photos and several emails, yet I still have not been provided with a return label or had my return accepted.
For an online retailer selling to UK consumers, this approach is particularly concerning. UK distance-selling rules generally provide consumers with a statutory right to cancel qualifying online purchases within 14 days of receiving them, and the Consumer Rights Act 2015 provides additional remedies where goods do not conform to what was ordered.
I should not have to spend weeks exchanging emails and repeatedly photographing every side of a pair of shoes simply to return an unused item, particularly when the size received does not correspond with my order.
Very poor product presentation, questionable quality and one of the most unnecessarily difficult return experiences I have encountered. I am still waiting for my refund.
23 August 2026
Unprompted review
It's crazy and unjustified how their…
It's crazy and unjustified how their systems process the order and state that it is "out for delivery" even when they do not have it in stock. These tracking systems are in place to identify problems and give assurance to the customer that their item is on the way, they are not there to lie. Only after contacting them a month later did they reply to tell me it wasn't in stock, when the tracking information still said it was on its way.
Also when an item is out of stock it should be taken off the website quickly. It is not difficult to manage this.
4 August 2026
Unprompted review
Reply from Harrowellis
Hi Marcus,
We are truly sorry for this experience and we completely understand your frustration. Tracking information showing an order as out for delivery when the item was not actually in stock is misleading, and you are right that it should not happen. We also acknowledge that you should have been informed of the stock issue far sooner than a month after placing your order.
Your feedback on how we manage stock visibility and communication is noted and has been shared with the relevant team. These are valid points and we take them seriously.
We would like to make this right for you.
For further assistance, please email us at info@harrowellis.com with your order number and the subject line "Review from Trustpilot." Our team will make your case a priority.
Warm regards,
Harrow Ellis Team
No resolution 5 weeks after making a purchase
I placed an order with Harrow Ellis and paid $154.90, with the payment posting to my bank account on June 23, 2026. More than five weeks later, I still have not received my order.
I have made multiple attempts to resolve this directly with the company, including six separate emails to their customer service address. I have also repeatedly called the only phone number listed on their website (917-914-7803), but no one has answered.
The responses I have received from customer service have indicated that they are reviewing the issue, but I have not been provided with any meaningful update, estimated delivery timeline, or resolution.
Adding to the concern, my original order number, which previously confirmed my purchase, is no longer recognized in their system. Without the ability to locate or verify the order, I have not been able to get a clear explanation of the order status or a path toward resolution.
At this point, I have requested a full refund of the $154.90 I paid. I’m sharing my experience because I know how frustrating it can be to place an order and not know what’s happening with it. If you’re considering purchasing from Harrow Ellis, I would recommend being aware of the difficulty I’ve had getting a clear update and resolution.
22 June 2026
Unprompted review
Reply from Harrowellis
Hi Mandy,
We are deeply sorry. Five weeks without receiving your order, six unanswered emails, and now being unable to locate your order number in our system is an unacceptable situation and we completely understand why you have shared this publicly.
You have been patient and thorough in your attempts to resolve this, and we have not met that with the urgency it deserves. We sincerely apologise.
We want to assure you that we take this seriously and would like to investigate your case as a matter of priority. Please reach out one more time so we can address this without any further delay.
For further assistance, please email us at info@harrowellis.com with your order number and the subject line "Review from Trustpilot." Our team will make your case a priority.
Order received...And Satified!
I finally did received my order after 1 month and I must say I Am Pleased!!!
After reading serveral unsatisfactory reviews, I didn't feel too confident that I would be happy if I even received my shoe order - BUT My Shoes Look Exactly Like The Picture...Quality is ok for the price and 1 time occassion that I need this style of shoe for!!! Cant wait to wear them❤️ Would of sent pics but no upload allow.
Thanks...Satisfied Customer!
27 July 2026
Unprompted review
Reply from Harrowellis
Hi Gina,
Thank you so much for taking the time to share this, it truly means a lot to us. We are so glad the shoes arrived looking exactly as pictured and that they were worth the wait. We hope you have a wonderful time wearing them for your special occasion!
Your patience and kind words are genuinely appreciated.
I ordered 2 pair of shoes and 1 of them…
I ordered 2 pair of shoes and 1 of them was bent like the others review complain on how poorly the shipment was packaged and the time frame of delivery takes a long time to receive. Once received the quality of the shoes was not great. Considering how the items was palate shoes are going to bent. After trying to return them I was told I had to pay for returning them internationally. But the contact address states New York so it’s false advertising for purchaser to think they will be returning to a them. They offered a 50 %off my next purchase but I’m afraid to order as the shoe may come damaged or may not fit. SoI lost $150 on shoes I can’t wear. They should refund part of the cost since they didn’t deliver on time and the shoes being damaged.
15 July 2026
Unprompted review
Reply from Harrowellis
Hi Vanessa,
We are truly sorry for this experience. Receiving damaged shoes after a long wait is frustrating enough, and we understand how much worse it feels to then discover that returning them involves international shipping costs that weren't made clear upfront. That lack of transparency is something we take seriously and we sincerely apologise.
We also hear your concern about the discount offered in place of a proper resolution. Losing $150 on unwearable shoes is not something we want any customer to walk away with.
We would like to revisit your case and see what more we can do for you.
For further assistance, please email us at info@harrowellis.com with your order number and the subject line "Review from Trustpilot." Our team will make your case a priority.
Scam Company, Stay away
The shoes that arrived were bent up and reeked like a chemical plant. The quality was just bad. Emailed them to return them and was told I had to ship them back to China, that it would cost $50, and that it had to arrive within the 30 day return window to get a refund. This company is a scam. They sell crap products and make it impossible to get a refund. I had dispute the charges through my bank. Stay away.
21 July 2026
Unprompted review
Reply from Harrowellis
Hi Aaron,
We are genuinely sorry for what you experienced. Receiving shoes that arrived bent and with a strong chemical odour is a serious concern, and we completely understand why you felt the return process that followed was unreasonable on top of that.
Harrow Ellis is a legitimate brand and this is not the standard we hold ourselves to. We regret that the situation reached the point where you felt disputing the charge was your only option.
We would still welcome the opportunity to speak with you directly and understand what went wrong.
For further assistance, please email us at info@harrowellis.com with your order number and the subject line "Review from Trustpilot." Our team will make your case a priority.
Warm regards,
Harrow Ellis Team
The shoe material was unglued properly
The shoe material was unglued properly, literally peeling off, the material was so poorly put together and the shoe looked like a practice run of a first time shoe workshop. Tried many times to return this item but they intentionally run you in circles. It’s a poor existence of a company and products, do not purchase from here, you will get stuck with the item!
13 July 2026
Unprompted review
Reply from Harrowellis
Hi Rachael,
We are sorry to read your review and we genuinely understand your frustration. Harrow Ellis is a legitimate brand and we do not engage in the practices you have described. All reviews on our page are from real customers.
We hear your concerns about the sizing and the return process. A significant size discrepancy is something we take seriously, and we are sorry that the resolution offered did not feel fair to you.
We would like the opportunity to look into your case directly and work toward a proper resolution.
For further assistance, please email us at info@harrowellis.com with your order number and the subject line "Review from Trustpilot." Our team will make your case a priority.
Warm regards,
Harrow Ellis Team
Scam company- stay away!
Scam company, don’t fall for it!! Cheap items shipped from China, awful shoes that are about three sizes smaller than the should be. Usual story when I attempt to return. They offer an exchange but if turned down they claim if you return the item it most likely won’t reach them therefore no refund will be processed. The most annoying thing is I’d checked on here before ordering and due to a load of fake profiles most likely paid to write good reviews I fell for it!
10 July 2026
Unprompted review
Reply from Harrowellis
Hi Victoria,
We are sorry to read your review and we genuinely understand your frustration. Harrow Ellis is a legitimate brand and we do not engage in the practices you have described. All reviews on our page are from real customers.
We hear your concerns about the sizing and the return process. A significant size discrepancy is something we take seriously, and we are sorry that the resolution offered did not feel fair to you.
We would like the opportunity to look into your case directly and work toward a proper resolution.
For further assistance, please email us at info@harrowellis.com with your order number and the subject line "Review from Trustpilot." Our team will make your case a priority.
Warm regards,
Harrow Ellis Team
Very poorly packaged items
Very poorly packaged items. They're not even in a box. Qualiry of the shoes doesn't match the price.
15 June 2026
Unprompted review
Reply from Harrowellis
Hi Kristine,
Thank you for letting us know, and we are sorry to hear this. Items arriving without proper packaging is not the standard we hold ourselves to, and we understand how that experience can also affect your confidence in the product itself.
We also hear your disappointment with the quality compared to the price paid. Your feedback on both the packaging and the product has been shared with our team for review.
We would like the opportunity to make this right for you.
For further assistance, please email us at info@harrowellis.com with your order number and the subject line "Review from Trustpilot." Our team will make your case a priority.
Warm regards,
Harrow Ellis Team
Shipping took a month
Shipping took a month, the package arrived damaged and reeked of some sort of chemical( kinda like monomer?) and the shoes arrived with visible damage.
5 June 2026
Unprompted review
Reply from Harrowellis
Hi Karina,
We are truly sorry to hear about this. A month is far too long to wait, and arriving to a damaged package with a strong chemical smell on top of that is genuinely concerning. We completely understand your frustration and take this seriously.
Receiving shoes that were visibly damaged is not the experience we want for any customer, and we would like to look into what happened with your shipment.
Please reach out so we can investigate this properly and find the right resolution for you.
For further assistance, please email us at info@harrowellis.com with your order number and the subject line "Review from Trustpilot." Our team will make your case a priority.
Shoe order gone wrong
Ordered shoes that took more than a month to show up. Once they arrived they were not the right size. At this point it took a long time to get to my house I already got other shoes from another place. I emailed them to return the shoes and they kept pushing for an exchange or store credit. Once they finally said yes to the return I was sent a return form. Not a shipping label. They customer support said that the shoes might not even get through to customs and would cost a lot to ship back. Really frustrated with this process and wouldn’t recommend buying from Harrow Ellis. It’s not worth it if the shoe doesn’t fit.
8 June 2026
Unprompted review
Reply from Harrowellis
Hi Elliot,
We are truly sorry for everything you went through with this order. Waiting over a month only to receive the wrong size is deeply frustrating, and we understand why you had already sought shoes elsewhere by the time these arrived.
We also hear your concerns about the return process. Being offered exchanges or store credit when you simply wanted to return the item is not the experience we want for our customers, and we apologise for the added difficulty this caused.
We would like to look into your case and help get this resolved properly.
For further assistance, please email us at info@harrowellis.com with your order number and the subject line "Review from Trustpilot." Our team will make your case a priority.
Excellent customer service
I recently purchased two pairs of sneakers from Harrow and Ellis in different sizes, intending to return the pair that didn’t fit. Unfortunately, both pairs ended up being too small. I reached out to their customer support team, and Lisa was incredibly responsive and helpful throughout the process.
While I wasn’t able to complete a traditional exchange, the team went above and beyond by sending me two new pairs in a larger size—which fit perfectly. I truly appreciated their willingness to make things right and their excellent customer service. It made all the difference, and I’m very happy with the outcome.
5 June 2026
Unprompted review
Copycat
This was a copy of the shoes I thought I was receiving. I want a refund!
30 May 2026
Unprompted review
Reply from Harrowellis
Dear Melissa,
Thank you for reaching out, and we are truly sorry to hear that the shoes you received did not match what was advertised. We completely understand your disappointment and your desire for a refund, and we want to make this right for you.
Please get in touch with our team directly so we can look into your order and work toward a resolution as quickly as possible.
For further assistance, please email us at info@harrowellis.com with your order number and the subject line "Review from Trustpilot." Our team will make your case a priority.
Warm regards,
Harrow Ellis Team
Ships from China, poor return experience
Slow shipping from China despite a notification that the shipping label was created in New Jersey. Customer service is poor and takes insistence to get a return. They pushed multiple store credit options instead of return and refund, and threatened that returns are often lost in shipping and I would get no refund of that happened. Only order if you know their shoes work for you or you are willing to absorb the cost of they don’t.
29 May 2026
Unprompted review
Reply from Harrowellis
Hi Lisa,
Thank you for taking the time to share this, and we are genuinely sorry for the experience you had. Slow shipping is frustrating on its own, and we understand how much worse it feels when the return process then requires repeated effort just to make progress.
We also hear your concerns about how the return options were presented to you. That is not the tone or approach we want our customers to encounter, and your feedback has been shared with our team.
We would welcome the opportunity to review your case and ensure you are treated fairly.
For further assistance, please email us at info@harrowellis.com with your order number and the subject line "Review from Trustpilot." Our team will make your case a priority.
The webiste is very nice it workst well…
The webiste is very nice it workst well and the prices are not to crazy
19 May 2026
Unprompted review
Scam Site
Returning is impossible. Don’t offer refund and try to beat around the bush to then only offer a 30% return. Shoe quality is terrible and it comes from China. Scam site, do not make my sane mistake.
19 May 2026
Unprompted review
Reply from Harrowellis
Hi Ally,
Thank you for sharing your experience, and we are truly sorry. We understand how frustrating it is to feel that a straightforward return was made unnecessarily difficult, and we hear your disappointment with both the product quality and the resolution you were offered.
Harrow Ellis is a legitimate brand and this is not the standard of service we want our customers to experience. Your feedback has been noted and will be reviewed seriously by our team.
We would welcome the opportunity to revisit your case and see whether more can be done for you.
For further assistance, please email us at info@harrowellis.com with your order number and the subject line "Review from Trustpilot." Our team will make your case a priority.
Warm regards,
Harrow Ellis Team
Order my package three weeks in advance…
Order my package three weeks in advance and my package still did not arrive on time
16 May 2026
Unprompted review
Reply from Harrowellis
Hi Islande,
We are truly sorry your order did not arrive when you needed it. We understand you planned well ahead, and it is deeply frustrating when that effort still isn't enough. You deserved better from us and we sincerely apologise for the inconvenience this caused.
We would like to look into your order and understand what happened with your shipment.
For further assistance, please email us at info@harrowellis.com with your order number and the subject line "Review from Trustpilot." Our team will make your case a priority.
Warm regards,
Harrow Ellis Team
Where do I begin...
Where do I begin.... smh... took about a month to receive and I was patiently waiting, due to being so exiting to having a new pair of sparkling sandals. They looked so amazing through the photos, however that is not the case. They are cheaply made and doesn't look like the photos at all. The rhinestone are so cheaply attached and are already falling off and I barely open the packaged. Horrible, I will never make a purchase from this website ever again. Can't even return them because they did not send a order form .
16 May 2026
Unprompted review
Reply from Harrowellis
Hi Rachael,
We are so sorry. After waiting a month in anticipation, receiving sandals that looked nothing like the photos and showed quality issues straight out of the packaging is genuinely disheartening. That is not the experience we want for anyone, and we completely understand your frustration.
We also apologise that a return form was not included with your order. That should not have happened and we want to make sure you are not left without a path forward.
Your feedback on the product has been passed to our team, and we would very much like to assist you further.
For further assistance, please email us at info@harrowellis.com with your order number and the subject line "Review from Trustpilot." Our team will make your case a priority.
Warm regards,
Harrow Ellis Team
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