Deichmann Reviews 

Warning to customers considering ordering from Deichmann online

I would strongly advise customers to exercise caution when placing online orders with Deichmann, particularly if they are relying on a promotional voucher or need their order by a specific date or for an important event\.

I recently placed an order with Deichmann and subsequently experienced significant issues when the order was cancelled\. I contacted customer service and repeatedly made it clear that I did **not** want the order cancelled, as reordering the same items would result in a substantially higher cost\. Despite this, the order was cancelled.

I also found it extremely difficult to contact customer service. The telephone system does not appear to allow customers to remain on hold until an adviser becomes available; instead, calls are disconnected. When I eventually managed to speak to someone, I explained the situation and specifically requested that my order not be cancelled. Unfortunately, I was informed, in effect, that the situation was not their responsibility and that I would have to place a new order at the higher price.

I was also concerned that the voucher I had used was not immediately refunded or reinstated. When I asked about the complaints procedure and requested to speak to a manager, I was unable to obtain a satisfactory response.

This situation has left my children without the shoes they need for school, through no fault of their own. Had I reordered the shoes, I would have had to pay significantly more than I originally paid.

I am extremely disappointed with the way this matter has been handled and with the lack of meaningful assistance from customer service.

I would therefore appreciate advice from anyone who is familiar with UK consumer law: are there any legal protections concerning the cancellation of an online order after the customer has explicitly requested that it not be cancelled, particularly where the cancellation means the customer would have to repurchase the same goods at a substantially higher price? Also, what are the rules regarding promotional vouchers that have been used on an order which is subsequently cancelled?

If anyone has experienced something similar with Deichmann or has advice on how best to escalate a complaint, I would be grateful to hear from you

I’m writing this review about your store. I’m very dissatisfied with my experience and the situation that has arisen. I ordered 7 pairs of sneakers for my team. Due to delivery issues, I didn’t receive my order; instead, it was sent back to the store and successfully delivered there. Customer service told me that I needed to fill out a form and they would process the refund immediately. After I filled out the form, nothing happened, and I was told to just wait, since they don’t process refunds for amounts over 100 euros. This is a complete scam—don’t shop at this store. My order number is 18168209.
The purchase was made in Germany, but I want everyone to know about your store.

**Very disappointing customer service at Deichmann Crawley – and poor handling of my complaint**

I visited the Deichmann Crawley store to buy a pair of shoes for my elderly mother. The first pair I liked was not available in the correct size, so I selected another pair and took them to the till.

While I was at the till, I mentioned that I would have preferred the original shoes and asked whether there was anything better. A member of staff nearby heard the conversation and recommended a pair of Skechers, explaining that although they were more expensive, they were a better option.

Importantly, I did not pick these Skechers from the shelf myself. The employee personally went to get the shoes and brought the box directly to the till for me. I opened the box briefly, looked at the shoes and decided to purchase them for around £49. At no point was I told that there was a promotion attached to them.

It was only later, when I took the shoes to my sister's house where my mother was staying and took them properly out of the box, that we noticed a promotional tag attached to the shoes stating that a second pair could be purchased at half price.

I was very disappointed because I had not really had an opportunity to notice the promotional tag in the store. The shoes had been specifically recommended by the employee and brought directly to the till by her. Had somebody simply mentioned the offer, I would have had the opportunity to choose a second qualifying pair.

As I was working the following day, my sister returned to the Crawley store on my behalf with the shoes, receipt and my bank card to ask whether the promotion could still be honoured.

What happened next was even more disappointing. Instead of simply explaining the store's position politely, a member of staff described my sister as **“cheeky”** for asking about getting another pair at half price.

I find this completely inappropriate. My sister was not asking for a random discount or trying to take advantage of the store. She was simply asking about an advertised promotion that was physically attached to the shoes I had purchased. Even if Deichmann's policy meant that the promotion could not be applied retrospectively, this could have been explained politely and professionally.

Because of the attitude she received, my sister decided to return the shoes altogether.

I then gave Deichmann the opportunity to address the matter formally. On **18 August**, I sent a detailed written complaint to Deichmann's complaints/customer service department explaining exactly what had happened.

Unfortunately, I have still not received an appropriate response or any meaningful resolution. The only information I received was that my complaint would be **forwarded to the Area Manager**. Since then, I have not been given a proper explanation of what happened, whether the matter was investigated, or what action, if any, was taken regarding the way my sister was spoken to.

This is particularly disappointing because I actually liked the Skechers and was happy to pay more for them based on the employee's recommendation. This could easily have been a positive shopping experience. Instead, Deichmann lost the sale because of poor communication and the way a reasonable customer enquiry was handled.

I also tried to resolve the matter directly with Deichmann before leaving a public review, but after receiving no meaningful outcome from my complaint, I feel I have little option but to share my experience.

Very disappointing customer service from the Crawley store and equally disappointing complaint handling afterwards.

Today we (German tourists ) went with our grandchildren to this place to buy some children shoes. We had such a nice time, thanks to the wonderful nice young man, who was working there. He helped us a lot and was so friendly. At least we found 2 perfect shoes for the children. Thanks to this young employer,who gave so good advices to us.

Never been in one of your stores before but when visiting Torquay we went in to look for school shoes for my granddaughter where the most lovest lady by the name of Katie served us and wow blew us away.
She spoke to my granddaughter who is 9 and socially awkward asking her what kind of shoes and just being so kind it was amazing i can honestly say we have never had anyone know so much about shoes, style, comfort she was an absolute star and felt the need to put it in a review.
Thank you for treating my Granddaughter like a small human and all your help, you will go far you deserve to.

A Wonderful Member of Your Team
I visited your High Wycombe store two days ago and had the pleasure of meeting a lovely brunette member of staff. She was absolutely wonderful with us and spent around half an hour to an hour helping us.
She was incredibly kind, calm and patient, and she even helped put shoes on the children. What touched me the most was that she was so warm and understanding that she even allowed the children to give her hugs and pick her up. ❤️
I am an older woman with two grandchildren who have autism, so I truly appreciated how patient, gentle and understanding she was with us. She never rushed us and made us feel completely comfortable.
The level of care and kindness she showed was far beyond what you would normally expect from someone simply doing their job. She is a real credit to your store.
You should definitely hire more people like her. Employees with that kind of patience, kindness and heart are truly special. Please pass on my thanks to her — she was absolutely lovely and deserves to be recognised! ❤️she said she is from Romania
High wycombe store

Went into deichman Wolverhampton store today as I had a delivery on there two school shoes offer to my home but they delivered the wrong size. I then went up directly to the store to seek help from the staff to seek an exchange. The staff in there were happy polite and very helpful. My daughter has to have a certain type of shoe due to her needs and we manage to find the perfect pair. It was effortless and stress free they had the right size and were very helpful and happy to do the exchange. Was straight swap. I highly recommend deichman for your kids school shoes as the offer is a decently priced for the quality and they have loads of pairs to suit all. Very happy customer :)

great visit deichmann woking surrey today lilly helped me today when buying shoes and trainers .very good thankyou friendly staff and helpful ,i recomend ,best shoe shop on the high street

I orfered 2 prs of trainers from diechmann i am very pleased with them the delivery was very quick and the courier followed instructions abd left them in my safe place janette lawrie scotland

The reason that I am giving this review 3... is not to do with the staff.
It's to do with the company. I was in the shop in Brighton today and it was so busy in there,because it is the school holidays. I thought go in a weekday because it's crazy busy on a Saturday.
There is not enough staff to handle the people that are coming through.
And I felt sorry for the staff.
I actually got a bit grumpy, trying to get help find my items.
Jacob the mananger went above and beyond, but i've really feel that the company isn't employing enough staff for the customer walk through ..

Nearly walked out and l bought 3 pairs of trainers.
I'm sure they are losing revenue at busy periods due to lack of staff.
Thank you to Jacob and his team for helping me today .

I visited Deichmann at Westfield Shepherd’s Bush, and I was disappointed with the customer service. The lady at the counter was quite rude, lacked basic manners, and didn’t even smile or acknowledge customers in a friendly way. A little courtesy and professionalism would have made a big difference.

Bought a pair of land rover walking shoes for £34. Three months on the heels are full of holes, and I now find that the heels are hollow, with a corrugated interior. I would never have bought them if I had known they were so poorly made.

Do not order online and pick up from the Uxbridge store.
The trainers I had ordered were the wrong size which I had to return to the store. The staff were not very helpful and said the ones I had ordered were not there and they didn’t have my size in store so had to refund me.
I’m not happy with making a second trip and didn’t get what I had ordered
I wont do this again

Absolute poo had to buy my 14 year old daughter shoes from the men’s section that cost £25 more than the woman’s because the woman’s shoes only went up to size 5 and she’s a size 7. Very discriminatory would not recommend

Bought two pairs of shoes. Both are lovely, the one for my use= Graceland= are very comfortable and perfect fit. I was also well informed by the sale assistant about the return policies awhile collecting my purchase. I'm very satisfied with my purchase and the service. Thanks

I bought a pair of wedge sandals from Deichmann on 14/06/2026 and I am extremely disappointed. After wearing them only twice, the brown faux-wood coating on the lower heels of BOTH shoes completely cracked, split, and peeled away from the base. The quality is incredibly poor and not fit for purpose. I have contacted customer service with my receipt and photos, and I expect a full replacement or refund immediately. Avoid these wedges!

Visited store yesterday excellent service very helpful . Very short staffed but that is on the company, the member of staff who served me was very polite . I visited the Harlow store

This is the second cursed pair of shoes that looks like someone shot through them with an AK47. Literally wore them for like 2 months and it looks like I've been using them for working in the gulag. I might aswell have gone and served for the army. At this point I think these shoes are why I fell like a bowling ball through an alley and sprained my ankle. Ban these shoes bro. Genuinely cursed by the one wish willow. Deichmann must've wished for each of their shoes to fall apart like rubble. RIP.

Collected in store .,Staff member very helpful , smiley and kind. Love the Blackburn store as the staff are all really happy to help. ! 💕

Great service no problem at all