Po-Zu Shoes Reviews 1,335

Reply from Po-Zu Shoes

Feb 14, 2022

Morning.

That is music to our ears after the last 2-3 months of challenges we have faced. Despite these challenges we have continued to deliver great customer service, however have had to deal with courier issues as well as our own staffing issues all related to COVID, thankfully all the staff are recovered, fit and healthy and back at work.

Hopefully we are beginning to see a return to our normal levels of service which we pride ourselves on, although as you know we do rely on several external factors to get the orders delivered in a timely manner to you!!!

We will continue to keep our fingers crossed and help whenever and wherever we can.

I will certainly share your reviews with the teams directly involved - which makes all the difference.

Best wishes,

David.

Reply from Po-Zu Shoes

Feb 13, 2022

Hi Victoria,

Thank you again for taking the time to leave your feedback.

I will share your review with the customer service team, they will be delighted as we have had some real challenges during the last 2-3 months, with the fresh outbreak of COVID, staff shortages ourselves, abisimal service from our courier partners add to that our warehouse had to close for 10 days!!

Whilst we have continued to work as efficiently as we can during these challenges often its literally been 1 or 2 staff in the office, so it has been a challenge.

Happy to hear that you were not effected that much and the products have arrived.

Enjoy your products and hope to see you again in the near future.

Best wishes,

David.

Reply from Po-Zu Shoes

Feb 13, 2022

Hi Brian,

Thank you for your feedback, lets hope the shoes live up to your fantastic feedback and keep you comfortable!!!

Apologies as we had a slight delay with the Vim, thank you for your patience.

I am delighted that the goods were not delayed too much as we have been experiencing huge problems with the couriers we use, in fact the courier industry has badly suffered globally during the COVID crisis.

Great news that you order has arrived and things are all looking good.

Thank you for your continued support and i hope you enjoy the SB today Feb 13th if your a fan, my team lost in the last round, still should be a good match.

Stay safe.

Best wishes,

David.

Reply from Po-Zu Shoes

Feb 13, 2022

Morning Colin,

Thank you for taking some time to leave your review, very much appreciated.

The Onyx were brand new design for AW-21 using some exciting new materials, which we absolutely love.

These materials will be extended into more products during 2022.

Hand made in Portugal in a super small factory, so all in all a great choice.

Thank you for your support, we are fully aware that you have a huge choice available to you, so a big thank you from all the team.

Stay safe.

Best wishes,

David.

Reply from Po-Zu Shoes

Updated Feb 15, 2022

Hi Claire,

Sorry to hear your experience has caused you to leave this review, please accept our apologies.

I would like to help you and resolve this unsavory incident without further delay, although i do need your help.

Your review is based around order number 44043, which according to our records is for one pair of Vim ordered on November 21st. We have no record of you requesting a refund or return for this order, if you can confirm, you position on order number 44043, that would be really helpful.

We do though have a second order from you placed on December 2nd for a pair of Opal in Black - which i seem to recall the incorrect version was picked and shipped, which we exchanged e mails about. I e mailed you a returns label and the rest was left with yourself to drop off the parcel at the US post office.

This was order number 44023, NOT order number 44043?

Our policy in relation to returns is straight forward and we try to follow the process by the letter, otherwise believe it or not things do get complicated.

Once the products are returned they are inspected and we then either exchange or refund immediately, until the products are received we do not authorize refunds. Unfortunately we did relax our terms around 3 years ago and had a large number of refunds being raised and products which never arrived, hence our rationale to follow this process.

I have checked this morning and your parcel has not been received by our warehouse.

We have certainly NOT gone out of our way to delay any refund or continue to communicate with yourself, apologies if you feel this way.

If you are able to re confirm the order number which your review relates to, that would be helpful and allow me to act straight away.

Once i hear from you irrespective of the location of the returning parcel we will raise your refund without delay, if your complaint refers to order number 44023 & not order number 44043.

Thank you Claire, have a great weekend and i await your reply.

Best wishes,

David.

(Up-dated reply)

Hi Claire,

Morning.

After speaking to our warehouse facility and reviewing the return process and reports and can re confirm as i expected the products have NOT arrived back into our warehouse.

I have though raised a full refund, which is against company policy although, given the time your parcel has been in transit, a full refund is the fair and reasonable thing for us to do. I cannot except anybody to wait this amount of time for a transaction to be completed and for this we have to thank the poor service from the courier companies, who despite their appalling service, will still insist on charging us the full amount to manage this return plus now a COVID surcharge of around £5.00 per item, which i have no idea what this is for, apart from a repeated reply of a COVID surcharge!!!

The joys of working with couriers during this pandemic!!!

Anyhow that's for us to try and navigate.

The refund was processed using the same payment method as you used when purchasing the products and was actioned immediately, apologies once again for this prolonged wait.

Have a good weekend.

Thank you

David.
(Up Dated Reply)

February 15th.

Thank you Claire, happy to hear that the refund has been received.

Appreciate your follow up.

I really hope this does not put you off shopping with us again in the future.

Thank you

David.

Reply from Po-Zu Shoes

Feb 11, 2022

Hi Sara,

Thank you for taking the time to leave your feedback on line.

I will certainly share your feedback with the design team, as feedback like this is important for the development of the line.

Great news that your order was not effected by the challenges we have experienced with our courier companies in the last 8-12 weeks, hopefully this is a sign that we are starting to get back to a sense of normality in terms of the couriers we work with.

Thank you again for your support.

Stay safe,

Best wishes,

David.

Reply from Po-Zu Shoes

Feb 11, 2022

Hi Liz,

Thank you for your feedback, all really helpful and we will share this with the design team.

Great to hear you are happy, we have had numerous challenges in the last 3-4 months with the knock on effects of COVID, with staffing issues and allot of on going issues with our couriers, i am though hopeful that normal service maybe on its way ASAP.

Its certainly been a challenging 6 months, but we are in good shape and looking forward to the brand new SS22 products landing.

Thank you again for your support.

Best wishes,

David.

Reply from Po-Zu Shoes

Feb 8, 2022

Hi Anthony,

Thank you for taking the time to leave your feedback.

Delighted to hear that the products are being enjoyed!!!!

The products are sourced through a great supplier in Sri Lanka, who source all their materials locally, with a great approach to their employees.

Keep a close eye on the website as the brand new collection for SS 22 will be landing shortly with new designs, new branding and new colours!!

Thank you for your continued support Anthony.

Stay safe.

Best wishes,

David.

Reply from Po-Zu Shoes

Feb 7, 2022

Thank you!!!

We are delighted that you order was with you in a timely manner as we have been experiencing allot of issues with our courier companies during the last 6-8 weeks.

I am hoping that we are starting to see the early signs of us getting back to a sense of normality-fingers crossed.

Great news you are enjoying your product, lets hope that they keep you warm, dry and comfortable!!!

Thank you,

David.

Reply from Po-Zu Shoes

Feb 7, 2022

Hi Emma,

Thank you for taking the time to leave your review, really appreciated.

We share all the reviews with the relevant departments, you review is not different and will be shared with the design team and our customer service and warehouse team.

Super happy your enjoying your Onyx, lets hope they continue to keep you warm, dry and comfortable. These are made in a great factory in Portugal and were brand new for AW21.

I was pleased to hear that the Onyx were delivered quickly because we have been experience delays with our courier companies during the last 6-8 weeks and less than average service, so hopefully we may be starting to get back to normal, fingers crossed.

Thank you for your support Emma, hope to see you again in the near future.

Stay safe.

Best wishes,

David.

Reply from Po-Zu Shoes

Feb 7, 2022

Morning Anne.

Thank you for taking the time to leave your review, really appreciated.

We share all the reviews with the relevant departments, you review is not different and will be shared with the design team and our customer service and warehouse team.

Super happy your enjoying your boots, lets hope they continue to keep you warm, dry and comfortable.

I was please to hear that the boots were delivered quickly because we have been experience delays with our courier companies during the last 6-8 weeks and less than average service, so hopefully we may be starting to get back to normal, fingers crossed.

Thank you Anne.

Stay safe.

Best wishes,

David.

Reply from Po-Zu Shoes

Feb 6, 2022

Thank you Nigel.

Very kind of you to take some time and leave your feedback, the TP platform is an important platform for us.

We try to reply to 100% of the reviews received and where appropriate feedback all the relevant feedback and thoughts to the relevant internal and external departments and suppliers.

Its a great way for us to listen.

Thank you again.

Best wishes,

David.

Reply from Po-Zu Shoes

Feb 6, 2022

Hi Natasha,

Thank you for your review.

Apologies, you are correct, we do not yet offer any of our products in the half size.

Whilst moving forwards it is something we are exploring the cost of adding this is currently is prohibitive for a business of our size.

The cost of adding half sizes is significant in terms of design, development, tooling and inventory, as i wrote earlier in our reply we are exploring this on key styles for the first season - which is looking likely to be AW-22.

We hope that the Piper keeps you warm, dry and comfortable. The Piper has become along with Vim the most popular product we offer.

Your feedback is really important Natasha, thank you, i will certainly ensure this is shared with the design team and sourcing partners.

Thank you for your support Natasha, we are aware you have a large choice of footwear brands available.

Stay safe and we hope to see you again soon on the site.

Best wishes,

David.

Reply from Po-Zu Shoes

Feb 5, 2022

Hi Rebecca,

Thank you for taking some time to leave your thoughts and feedback.

The Piper is a wonderful product, manufactured in a great factory in Portugal, with excellent ethics.

We are delighted that you are pleased with your purchase and the service levels, despite the horrendous challenges we have been facing in the last 6-8 weeks, all based around staffing shortages, less than average service from our freight companies (during the COVID pandemic), as well as no customer service or people to speak with and our warehouse being closed for a short period of time.

Great news though your delivery was not effected too much.

Lets hope the Piper's keep you dry, warm and comfortable in the coming months!!

Thank you for your support, we are fully aware that you have a huge choice available, so your continued support is really appreciated.

Stay safe and hope to see you again soon.

Best wishes,

David.

Reply from Po-Zu Shoes

Updated Feb 4, 2022

Hi Paul,

I simply asked for your thoughts.

We pride ourselves on our customer service, hence my question as top what you expect us to do?

You have chosen not to answer this question.

I believe you have missed the point completely about the terms and conditions of our SALE.

Trust Pilot is a great platform and we reply to 100% of the reviews, although as with all things in life when we rarely reply with the facts, the content isn't liked and we get blamed and thrown under the bus when there are two sides to every review or in your case your complaint.

I have a right to reply with our thoughts and positioning Paul. I have been polite and transparent, as i said the slippers were on SALE, we subsidized the freight from the UK to the USA which we do daily and hence the returns policy is in place, otherwise this business would be out of business inside 6-8 weeks. Whilst we do have great ethics and policies in place surrounding people, suppliers and materials etc we also have a small group of investors to look after and remain open for business.

We don't seem to be getting anywhere here apart from disagreeing, so here is an idea. As a gesture of goodwill, i would be happy to help and contribute 50% to wards the freight costs when / if you decide to return the slippers to the UK.

Simply let me know what you would like to do, so we can conclude this transaction and hopefully stop blaming people. We are here to help not to blame people or annoy people, that is not our goal here.

Thank you.



Paul,

Please allow me to reply as you are making out this is our fault?

Whose to blame here?

I have outlined the situation we find ourselves in, what do you believe we should be doing shipping the slippers back at our expense and refunding you?

I'm sorry we have terms and conditions for specific reasons and to protect our business.

Let me know what you expectations are please, taking into account our terms and conditions.

Thank you.

David.




Hi Paul,

Thank you for your feedback, although clearly disappointing that you were not a fan of the Judy in Pink.

Apologies you found the slippers not to your liking.

Paul our terms and conditions are clearly outlined on the website with regards to returns, from the USA. These terms have been in place for the last 6 years with no changes.

I am hoping that we will begin to work with a California based logistics business around July this year, which should eradicate allot of these problems and make the deliveries much faster, the cost more affordable and help us with domestic returns.

Until then its as we have been trading i'm afraid.

The slippers were heavily reduced and for us to pay for exchanges and refunds and bringing them back to our facility in the UK we would lose money on the transaction, apologies we do have investors and a business to run.

The outbound carriage is also subsidised by ourselves.

Sorry your experience hasn't been good and i do hope it hasn't put you off the brand. Its annoying for us as the Judy and the Hugh both new introductions for AW21 have both been a huge hit.

That's the problem with shoes i guess, totally subjective!!! Trying the get the fit correct and comfortable and looking good at the same time.

Thank you Paul.

Best wishes,

David.

Reply from Po-Zu Shoes

Feb 3, 2022

Hi Tina,

Thank you for taking the time to leave your feedback, great news though, we were able to keep you contented.

Great choice the Piper, one of our best selling items, hand made in Portugal.

Really happy that the experience was OK, normally we would aim for far higher than OK, however the issues we have faced with COVID and then the global courier issues have been a real challenge.

Lucky for you, the transaction and experience hasn't been too bad, i wish we could say that for all our clients as been lees than OK, although i do believe a large proportion of our clients are patient and at the same time understanding.

Great news that the boots have arrived and will keep you warm, dry and comfortable!!

Thank you for your support - we know, only too well, the huge choice you have available to you on line and at traditional retail stores.

Keep an eye on the site as the brand new SS22 merchandise, will be arriving around March/April, 22.

Stay safe.

Best wishes.

David.

Reply from Po-Zu Shoes

Feb 2, 2022

Thank you.

Please accept our apologies here although we do need your help on a couple of issues in order to resolve this, issue you believe you have.

On our system you have placed one order and on this order was one pair of VIM, size 37 at full price, this transaction was reported on our payment gateway exactly as the order. No second pair ordered, according to our system no second pair shipped and certainly 100% no second transaction took place.

Whilst we host the payment gateway site which is linked to our website / shop, we cannot change or amend anything in relation to transactions. I can clearly see that only ONE payment has been deducted from the payment method you used on December 8th 2021.

I want to help you here however i need more data.

Details of what you have received.

Copies or images of the second charge that you appear to be questioning.

Once we receive this we can certainly help.

May i suggest that you speak to your credit card company in order to confirm you have been charged twice, as at this end only ONE transaction has taken place, 100%.

I will await to hear from you, upon receipt of this data we can certainly help.

Thank you

David.

Reply from Po-Zu Shoes

Jan 31, 2022

Hi Gillian,

Thank you for taking the time to leave your thoughts.

The Daffodil has surprised us all, being the number one colour for the season!!!!! It surprised everybody, apart from the design team, it even outsold our core basis 'every season' colours!!!!!

Hand made in a great factory in Spain.

We will certainly add to this limited introduction new AW.

Thank you again for your support and we hope to see you again in the near future, back on the site, SS22 lands shortly!!!

Stay safe and enjoy those comfy slippers!!

Best wishes,

David.

Reply from Po-Zu Shoes

Jan 31, 2022

Hi Imogen,

Thank you for review, although the feedback being less than positive on our best selling product, that is the challenge.with selling footwear, to one person its brilliant and the next person its not!

Imogen the Vim, has never been advertised as being waterproof, so apologies if along the journey we have miss led you, its always been advertised as water resistant which it is 100%.

The rubber used in this process is natural rubber, to be fair whilst we listen and and share all the reviews, i do not seem to recall any issues with the rubber being stiff and unable to offer any flex while you walk. Apologies this must be again a specific issue the affected the fit and comfort attributes when you used the boots.

Under normal circumstances Imogen we would happily exchange the products or refund, however if the products have been worn outside its impossible to do this, as we are then left with a pair of partially worn boots that we would not be able to re sell.

Please accept our apologies for your experience, this is not what our aims are, to the contrary we want all of our customer to enjoy the experience and be comfortable in our products.

I hope this hasn't put you off visiting the site again in the future, we hope to see you again.

Thank you again for taking the time to leave your feedback.

Best wishes,

David.