Terrible customer service, I ordered and received boots that were badly marked, I tried to contact company several times through every Channel and no response finally got a reply from instagram messa... See more
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I bought a pair of boots for over £275. The boots were great, however after less than 2 months the stitching at the back of the boots have opened and created a hole. I have messaged 3 times and co... See more
Company replied
I bought a pair of Verity Knee High Boots in Black Leather for my wife in December 2024. After less than a year of infrequent wear (1 - 2 times per week max) the soles started to separate completely.... See more
Company replied
Beautiful boots, shipped and received faster than ordering something from Amazon. I ordered a half size up thinking I would need more room for thick socks but definitely order your regular size. Easy... See more
Company details
Written by the company
At DuoBoots, we celebrate the fact that every woman is unique. Tall, short, athletic, slender or curvy – our boots are designed to fit your calf, leg and foot regardless of your shoe size, your dress size or anything else. We are the only company in the world to offer our entire collection of calf-fit boots in eight calf sizes and nine shoe sizes. Our ankle boots are available in both standard and wide fit.
Contact info
United Kingdom
- customerservice@duoboots.com
- www.duoboots.com
2.3
Poor
167 reviews
Replied to 92% of negative reviews
Typically takes over 1 month to reply
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Avoid Terrible customer service
Terrible customer service, I ordered and received boots that were badly marked, I tried to contact company several times through every Channel and no response finally got a reply from instagram message who asked me to email customer services again their response was sending me a return label no other communication, offering replacement etc which ideally that’s what I would have liked!
no apology, nothing!
19 March 2026
Unprompted review
Avoid this company!!
***Updating my review after their response - I have never once received a reply via email from them. When I tried to ask a question via Live Chatc they stopped replying - I have screenshots as proof of this, and their delivery said 2-3 days. It’s awful that the company take lots of time to reply to bad reviews and no time spent on replying to customer emails. Again, I have not received a single email or any communication in weeks so this information is wrong and I’m appalled that DuoBoots have continued to plead ignorance. The other reviews speak for themselves. This is an unethical company and I’m so shocked how badly they treat their customers***
Terrible terrible experience and just wish I’d checked other reviews first. Ordered boots and paid £19 for delivery - £10 for the standard delivery charge then a further £9 that is a protection of sorts, which I decided to do as a precaution. The boots arrived later than the promised time, and when they arrived they looked nothing like the picture, the quality was awful and they looked like they were made of plastic, the sizing was terrible and the calf sizing, which I’d gone for upon advice on their website, was completely off. I reached out to customer services via email (and have sent subsequent emails since) and never heard back from them (and keep an eye on junk/spam folder). I spoke to a representative on their website via their chat function and when they didn’t want to answer a question they just stopped replying - although, when I mentioned about the emails they sent, they said they had replied but there must be a glitch with their system which they would pass onto their technical team - but there has been nothing in weeks so obviously just a lie. Literally one of the worst customer service experiences ever - please save yourself a lot of time, money, and stress by avoiding this company like the plague. I’ve contacted my bank to request the money they took from me which came to £24 between the £19 delivery charges and the £5 return charge which is absolutely laughable - this is a question of ethics, and what’s happened here is completely unethical. What a shame as it sounds like the company used to be good but must have gone downhill.
3 March 2026
Unprompted review
Reply from DuoBoots
Thank you for your review.
We’re sorry to hear that you feel disappointed with your experience and appreciate the opportunity to respond.
Having reviewed your order and correspondence, we would like to clarify a few important points.
Your order was placed on 3rd March and delivered on 9th March, which is within our stated delivery timeframe once dispatched. While we understand that delays can be frustrating, the delivery was completed as expected.
We’re also concerned by your comments regarding the quality of the boots. All DuoBoots are made from leather, and we do not use plastic materials in our products. Our imagery is intended to accurately represent both the material and finish, and we do not recognise the description provided.
In terms of customer service, we can confirm that our team did respond to your enquiries via both email and live chat. We have full records of these interactions and did not identify any instance where your messages were ignored. We appreciate this may not have been your experience, but we take all customer communication seriously and aim to respond as quickly as possible.
With regard to the charges, the Swap Protect service is an optional cover selected at checkout and, as outlined in our policy, is non-refundable. Delivery and return shipping charges are also non-refundable in line with the terms agreed to at purchase.
You also raised concerns about sizing and product differences; however, as requested, no supporting images or measurements were provided before the return was made. Without this, we were unable to investigate or verify these points further.
We understand that you have initiated a chargeback and, in line with this, we will be formally disputing the claim and providing all relevant documentation, including delivery confirmation, policy acceptance, and our communication records.
Should you wish to revisit this matter, our team remains happy to review any additional information you can provide.
The Duo Team
I wish I'd read the recent reviews here…
I wish I'd read the recent reviews here before ordering but it never crossed my mind, having ordered from them a long time ago and being delighted with my purchase. I followed the measuring instructions to the letter, but when my boots arrived they fitted like a pair of wellington boots around my calf. I have gone online to return them today, and am told I'm outside of the return period, even though I only received them 18 days ago. I've tried to communicate via the chat function on the website, but only receive a link to the returns portal and no response beyond that. I've emailed customer service for help, but am not confident the issue will be resolved having read these poor reviews. I am extremely disappointed with the boots, measuring instructions, and mostly the lack of customer service.
My issue has now been resolved, and I have to make a shout out to some very helpful advisors I managed to speak to on Duo’s live chat. For anyone experiencing problems getting hold of Duo by email, I would highly recommend their live chat! I was told that I’d been emailed, but haven’t received any emails, have also checked junk.
2 March 2026
Unprompted review
Reply from DuoBoots
Thank you for your review, and we're glad to hear you had a great experience with us previously.
We do want to address some of the points raised, as we feel the review doesn't reflect the full picture.
Our records show that we responded to each of your contacts promptly, and when you reached out in March, we requested photos of the boots in order to process a late return — as the order was by that point outside of our standard returns window.
Once those photos were received, our team reviewed everything quickly and approved the return without hesitation, extending our returns policy as a gesture of goodwill.
We're pleased that the matter has been fully resolved and that a refund has since been issued.
We'd love for your review to reflect the full experience, including the resolution.
Best wishes,
The Duo Team
Very expensive boots and stitching already come undone
I bought a pair of boots for over £275. The boots were great, however after less than 2 months the stitching at the back of the boots have opened and created a hole. I have messaged 3 times and continuously get 'we will get back to you' but they never do.
See below response. I fully acknowledge that after posting this review the matter was resolved. I was offered credit or a new pair of boots. However I did raise this in Jan via their chat and email so still insist that the resolution took longer than it should do for a premium brand and coincidentally after I wrote this review.
30 January 2026
Unprompted review
Reply from DuoBoots
Thank you for your review, and we're sorry to hear about the stitching on your boots - this is not the standard we hold ourselves to, and we completely understand your frustration.
We do want to provide some context, as we feel the review doesn't fully reflect the timeline of events. Our team had been actively requesting photos from as early as February 2nd in order to assess the issue properly.
This review was left on the 19th of February - the same day the photos were received - and yet within that same interaction, our team reviewed everything, confirmed the fault, and offered a full replacement pair or a sales credit, entirely free of charge. Once you confirmed you'd like a replacement, a return label was arranged immediately.
We're really pleased the matter has been resolved and that a replacement has arrived with you.
We hope you'll consider updating your review to reflect the complete picture.
Best wishes,
The Duo Team
I wish I had read the reviews before I…
I wish I had read the reviews before I placed an order for a pair of boots. The order process was fine everything arrived on time but the botts are awful. They are stiff and uncomfortable and not what I was hoping for.
26 September 2025
Unprompted review
Reply from DuoBoots
Thank you for taking the time to leave a review. We're glad your order arrived on time and that the process itself was smooth.
We're sorry to hear the boots haven't felt comfortable for you - fit is such a personal thing, and we completely understand that what works for one person may not work for another.
That said, we do wish you had reached out to us before or after your purchase, as our team are specialists in fit and sizing and would have been happy to guide you toward the best option for your foot shape and needs.
We also want to make sure you're aware that we do offer returns, so if the boots are unworn and within our returns window, we'd encourage you to get in touch with us directly to explore your options.
We hope to have the chance to help you find a pair that truly works for you.
Best wishes,
The Duo Team
Do not order from them
Do not order from them ! I ordered a size 6 and they do not fit ! I always fit a size 6 and I was trying to return it and the only was you can do that is a drop off however I want to arrange a pick up with Royal Mail. They do not disclose a physical address and customer service doesn't respond to your request and when they do they send you the link for the return and nothing else !
19 January 2026
Unprompted review
Reply from DuoBoots
Thank you for sharing your feedback, and we're sorry to hear about your experience.
We can confirm that our customer service team responded to your queries on both occasions. If you didn't receive these emails, we sincerely apologise – occasionally correspondence can end up in spam folders.
We want to clarify that we do offer multiple return options to make the process as convenient as possible. Our returns service includes a printable label option, which allows you to arrange a Royal Mail collection directly from your home rather than needing to drop off at a location.
Regarding sizing, we understand how frustrating it can be when boots don't fit as expected. Our boots are handmade and designed with specific calf and height measurements in mind. We're always happy to help customers find their perfect fit – our team can advise on boot heights and calf measurements before purchase to help avoid sizing issues in future.
We appreciate you taking the time to share your concerns, and we'll be feeding this back to our team to help us improve our customer service experience.
Best wishes,
The DuoBoots Team
Happy to break UK Consumer Law
I was a loyal customer of this company for nearly 25 years, especially when it was British-owned. I ordered a pair of Boots before Christmas, which were faulty on delivery. Their returns portal was almost impossible to use, took me hours and numerous password changes to get a label, sent them back the next day and the boots sat in a Post Office Depot for the whole of the Christmas period and beyond. And the only way to contact them is by a random web form/email that doesn't get answered until you threaten with a chargeback. They came back to me to say they would offer a full refund, when that arrived they had the audacity to retain the £10 delivery charge, telling me that they had waived the return fee as a gesture of goodwill! This is total nonsense and contravenes UK Consumer Law, which they wouldn't know as looking at the Credit Card charge tells me that the company is based in Riverton, NJ! Well, my card company has refunded my £10 to me as well today. For anyone thinking of ordering, please be aware that if you receive faulty goods then you do not pay any delivery or return charges, the Law trumps any goodwill gestures. Also, don't take out the additional insurance they offer at ordering, the Law protects you. Dean Dunham (Consumer Lawyer) has spoken about this, it's a huge con! Disgusted by how bad this company now is.
16 January 2026
Unprompted review
Reply from DuoBoots
Thank you for sharing your feedback.
We're sorry to hear about your experience, particularly as a long-standing customer.
Looking at your order timeline, we can see our team responded to your query about the QR code on 20th December. When you contacted us again on 5th January regarding the faulty boots, we immediately offered a full refund and waived the return fee as a gesture of goodwill.
We'd like to clarify the shipping charge situation. Once a chargeback is initiated with your card provider, we're unable to process any further refunds on that transaction - this is a standard restriction across all payment processors. This is why the shipping charge wasn't refunded by us directly. We're pleased your card company was able to assist you with this.
For future reference, when boots arrive with a fault, we ask customers to contact us first before returning them. This allows us to assess the issue, offer solutions such as exchanges or repairs, and ensure the correct returns process is followed.
We appreciate your feedback about the returns portal and will pass this to our team for review. We're also sorry that the postal service delays over the Christmas period added to your frustration.
Kind Regards,
The Duo Team
Terrible service — avoid.
Ordered a £200 pair of boots in early December as a Christmas present and paid £10 for delivery. After ordering, there was no communication whatsoever.
On Christmas Eve I received a notification claiming the parcel had been delivered. The “proof of delivery” was simply a photo of a trolley full of parcels in a warehouse — clearly not my address and no parcel was received.
Contacted Duoboots and the response was unhelpful, dismissive, and lacked even a basic apology. No accountability and no effort to resolve the issue properly.
Expensive products, poor service, and zero customer care. Would not recommend.
24 December 2025
Unprompted review
Reply from DuoBoots
Thank you for your feedback.
We're genuinely sorry you had such a frustrating experience, particularly given the importance of this Christmas gift.
To clarify the timeline: when you contacted us on 23 December about the non-delivery, our team immediately escalated this with Royal Mail and kept you updated throughout.
Unfortunately, the courier's incorrect proof of delivery (showing a warehouse rather than a residential address) was beyond our control, and the timing so close to Christmas left very limited opportunity to resolve this before the holidays.
We always encourage customers to contact us as soon as they have any concerns about their order, as this gives us the best chance to step in and resolve issues quickly – particularly during busy periods.
As soon as our customer service team reopened after the Christmas closure, we processed a full refund as requested, including the delivery charge.
While we rely on third-party couriers for deliveries, we take full responsibility for ensuring our customers are looked after when things go wrong.
We're sorry this experience caused such disappointment during what should have been a special occasion.
Warm regards,
The Duo Team
Appalling Service
My son ordered these for my Christmas present on 11 December and they have still not arrived. This is having paid £10 for delivery on top of £200 for the boots. Dreadful customer service, when shown picture of supposed delivery location it was clearly a warehouse with lots of boxes stacked up not a residential home. Not sure if I’ll ever receive them but feel so guilty that I asked my son for them now.
I have been asked to confirm why I gave Duo Boots only 1 star. Happy to do so and provide photos if Duo Boots send me their email address.
27 December 2025
Unprompted review
Reply from DuoBoots
Thank you for your feedback.
We're genuinely sorry you didn't receive your boots in time for Christmas – we understand how disappointing this was, especially as this was meant to be a special gift for you.
To clarify the timeline: the order was dispatched promptly after it was placed on 11 December. When we were contacted on 23 December to report non-delivery, we immediately escalated this with Royal Mail. Unfortunately, the courier's incorrect proof of delivery (showing a warehouse rather than a residential address) was beyond our control, and the timing so close to Christmas left very limited opportunity to resolve this before the holidays.
We always encourage customers to contact us as soon as they have any concerns about their order, as this gives us the best chance to step in and resolve issues quickly – particularly during busy periods.
As soon as our customer service team reopened after the Christmas closure, we processed a full refund including the delivery charge.
While we rely on third-party couriers for deliveries, we take full responsibility for ensuring our customers are looked after when things go wrong.
We're sorry this experience caused such disappointment and we have raised this with our third party courier for review.
If you'd like to give us another opportunity in the future, we'd be happy to support you directly.
Warm regards,
The Duo Team
Limited styles for certain sizes despite advertised as inclusive
Nice quality, but for a brand that claims to have an inclusive size range, the choices for petite women are VERY limited when compared to the rest of the stock. I dont understand why they wouldnt have the same styles available in all sizes. Very unfortunate.
21 December 2025
Unprompted review
Reply from DuoBoots
Thank you for your feedback.
We know it can be frustrating when particular styles aren't available in your size – especially during sale periods, popular sizes can move quickly and stock levels naturally vary throughout the season.
We'd love to help you find styles in your size. Our back-in-stock alerts are a great way to be notified when specific styles become available and our customer service team can suggest alternative styles that work for petite fits.
We hope we can find the perfect pair for you.
Warm Regards,
The Duo Team
Heels worn down very quickly .
I purchased a pair of Duo boots in October, and have not excessively worn.
However the heels have worn down so quickly that I now have to get replaced
Having paid £230 for a handmade pair of boots I don’t expect to be reheeling after 3 months !
I contacted Duo customer services, sent photos of the issue and now stating because it’s not a faulty product they cannot help .
This will cost me £15 , not acceptable for a high end product.
Very disappointing.
Judging by the reviews on the website I’m not the only customer to bring this to Duo’s attention.
Sadly they’re just not interested in keeping their customers.
I was actually going to buy a second pair but decided not too .
——————————————————
Just to add to Duo’s recent review, at no point did I get asked for further information regarding my enquiry. I submitted pictures etc of the worn heels and the reply was that the boots are not faulty.
The cobbler who replaced the heels mentioned that the heel was too soft therefore it wouldn’t last too long . That’s the point I’m making.
Also if you read the reviews this problem has been mentioned many times and I’m one of many. Perhaps a substantial heel should be considered for a substantial pair of boots .
Duo completely washed there hands of the situation after a few emails.
11 December 2025
Unprompted review
Reply from DuoBoots
Thank you for sharing your feedback. We're sorry to hear about your disappointment with the heel wear on your boots.
We understand your frustration, however heel wear is considered normal wear and tear rather than a manufacturing defect, as heels naturally wear down with use depending on walking style, surfaces, and frequency of wear. This is why they're designed to be replaceable – similar to maintaining any quality footwear.
While we appreciate that £15 feels like an additional cost, regular reheeling is a standard part of caring for leather boots and actually extends their lifespan significantly.
We'd like to note that our team requested specific information from you to investigate this further, but we haven't received those details. Without this, we're unable to review your particular case in more depth.
That said, we take all customer feedback seriously and will pass your comments to our product team as we continuously review our products and quality standards.
We're disappointed that this experience has affected your view of DuoBoots, and we appreciate you taking the time to share your perspective.
Perfect experience and really perfect boots
I must say, I was a little nervous making my first purchase from Duo Boots because of some of the negative feedback. But my Dalia tall 32cm-calf boots have just arrived, and they are simply perfect. I ordered them on Saturday afternoon and they arrived on Wednesday. I was kept updated about my delivery at every stage, and the boots themselves are stunning.
For reference, I followed Duo’s measurement guide to the letter. I have a 33cm calf, so I fall between their 32cm and 35cm sizes. I took their advice and ordered the 32cm calf, and they fit perfectly — the small expansion panel on the side offers a little give. I’ve been searching for years for truly snug boots to wear with mini dresses and tights. Every time I thought I’d found the right pair, the calf ended up flapping around my legs like wellies. But with Duo, I’ve finally found the perfect boots. Hurrah!
3 December 2025
Unprompted review
Reply from DuoBoots
We're delighted your Dalia boots are exactly what you hoped for.
It's wonderful to hear our team could advise on sizing – it really does make all the difference in achieving that perfect snug fit you've been searching for.
Thank you for taking the time to share your experience.
Warm regards,
The Duo Team
Poor quality, no resolution
I bought a pair of Verity Knee High Boots in Black Leather for my wife in December 2024. After less than a year of infrequent wear (1 - 2 times per week max) the soles started to separate completely. This is really disappointing, my wife loved the boots, they fit great. I contacted Duo support to resolve the issue and they classed it as "wear and tear" and didn't offer to resolve the issue at all. Boots at this price point should have higher quality construction and last far longer. I recommend you avoid this brand.
28 November 2025
Unprompted review
Reply from DuoBoots
We're sorry to hear about your experience with the Verity boots and understand your disappointment.
After reviewing the images you provided, our team assessed that the sole separation appeared consistent with wear rather than a manufacturing fault.
We know this is frustrating, particularly given the timeframe and that your wife loved the boots. Sole wear can be influenced by many factors including walking surfaces, gait, and storage conditions, and in this instance, these factors meant the issue fell outside our warranty coverage.
We have raised your feedback directly to our product team to review sole durability across our collections, and to our customer service team to ensure we're supporting customers more effectively when these situations arise.
Your experience matters to us, and we genuinely appreciate you taking the time to share it – feedback like this is essential in helping us improve.
While we're unable to revisit the resolution already provided, we value you bringing this to our attention.
Warm Regards,
The Duo Team
Very Poor Customer Service.
Very Poor Customer Service.
UPDATE 11 February 2026 - Following their request in response to my review on Trustpilot for me to email their customer services - I did so on 23/1/26 and have not even had an acknowledgment or receipt of the email - which only adds to my disappointment.
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DuoBoots are quality products. My first pair lasted for 10 years. When they wore out last winter I decided to buy a new pair this year. Whereas before I went into London and bought them straight off the shelf, this time I had to order online.
Despite being eyewateringly expensive I still had to pay £10 for postage - 48 hour delivery from dispatch.
I received an email from them the day after ordering (9 October)saying they had been dispatched. Therefore 48 hours would mean a Friday (10th October)delivery. By Friday nothing arrived. The Post Office tracking said that they had not yet received the boots from DuoBoots. I contacted DuoBoots a couple of times by email and chat. The response was friendly but ineffectual. They said they were checking with the Royal Mail. However, they did not seem to have checked their own dispatch system. ( I emailed them on the 13th and had an almost identical response from them.) I responded by asking them to provide me details of a manager I could speak to. This request was simply ignored.
By the 16th I had heard nothing but the boots arrived. Notification from them or apology. I still wanted to speak to a manager about the service and so emailed again to request contact details of a manager as I wished to make a complaint and would rather speak to them than write a poor review on Trust Pilot.
I received no response at all from DuoBoots. The very least I would have expected is an apology and refund of £10 postage for failure to deliver within 48 hours of notification that the boots had been despatched.
This has been a stressful and very disappointing experience and much as I love DuoBoots I do not intend to make any further purchases from them and would not recommend buying anything online from them
23/01/26 I am responding to DuoBoots request in their message below and will update again following their response to my contacting them as requested.
10 October 2025
Unprompted review
Reply from DuoBoots
Thank you for sharing your feedback, and we're truly sorry to hear about this disappointing experience - especially as a loyal customer of 10 years.
We can see that our team reached out to request your order details so we could thoroughly investigate what happened with your delivery and our communication response times. Unfortunately, we haven't yet received this information from you, which has prevented us from looking into your case properly.
We'd really appreciate it if you could contact us directly with your order number and details so that a manager can personally review what went wrong. We take complaints like this seriously, particularly when a customer has tried to raise concerns and feels unheard.
You can reach us at customerservice@duoboots.com with your order information, and we'll ensure this is escalated appropriately.
Again, we apologise for the frustration this has caused.
Kind Regards,
The Duo Team
A Colourful Request from a Devoted DuoBoots Fan ❤️👢
Dear DuoBoots Team,
I just wanted to write and tell you how much I adore your boots. I’m the proud owner of good number of pairs, and every one of them is beautifully made, stylish, and wonderfully comfortable. It’s so clear that your designs are created with real women in mind — combining craftsmanship, comfort, and confidence in every step. They encapsulate quality.
I do have, a small and very heartfelt request. The Freya in red is absolutely stunning — truly a showstopper — but the heel is just a little too high for me. I’d love to see that same gorgeous, bold red in styles like the Dalia, Hestia, Belmore and Adie which are all exceptionally comfortable and wearable all day.
For us fuller, curvier women, a splash of colour can be a real joy — it lifts the mood and brings a little sparkle to the everyday. Just because some of us are a bit older doesn’t mean we don’t want something vibrant, fun, and full of life!
So please, consider bringing that beautiful red (or even a lively limited edition orange!) to some of your block heeled styles. I’m sure I’m not alone in saying it would make many of us very happy indeed and push your brand to higher highs.
Nonetheless, thank you so much for creating such wonderful boots — and for continuing to make women feel stylish and confident with every design.
With warmest wishes,
Yvonne Mosquito
A devoted DuoBoots fan 👢❤️
4 October 2025
Unprompted review
Reply from DuoBoots
Thank you for such a wonderful message – and for being such a devoted supporter of DuoBoots over the years.
It means the world to us to hear that our boots have become trusted staples in your wardrobe.
Your feedback about bringing bold colours to our block-heeled styles is exactly the kind of insight we value. We have passed this to our design team – they welcome hearing what our customers want to see in future collections.
We're so pleased you've found styles that work perfectly for your lifestyle and that every pair has delivered on comfort, fit, and quality.
Thank you for your continued support and for sharing such thoughtful, specific feedback with us.
With warmest wishes,
The Duo Team
Fabulous boot brand
I have to say I can't relate to the criticism - I had an excellent first experience of DuoBoots. the sizing was accurate, the fit beautiful, and the refund for an exchange was prompt. They replied quickly to an email I sent, too. I'd certainly shop here again.
18 September 2025
Unprompted review
Reply from DuoBoots
We're delighted to hear you had such a positive first experience with us.
Getting the fit right is everything to us, so it's wonderful to know the sizing worked perfectly for you. We're also pleased our team could support you efficiently with your exchange.
Thank you for taking the time to share your experience – and we look forward to welcoming you back.
Warm regards,
The Duo Team
Having had many boots from duo over the…5
Having had many boots from duo over the years and all lasted a long time, it was a no brainer to order another pair. This is definately not the same people, the boots arrived with stitching coming away already from one side and some sort of sticky hair on the zip motive. I presented the photos back to duo who just came back with arrange a return on the website and for the courtesy of receiving faulty boots at that price quite disappointed, i should have read the current reviews before ordering
12 September 2025
Unprompted review
Reply from DuoBoots
Thank you for taking the time to share your feedback, and for being a loyal DuoBoots customer over the years.
You were absolutely right to contact us about the stitching and debris on the zip – these boots clearly did not meet the standards you've experienced from us previously. We appreciate you sending photos on 12th September, which allowed us to quickly arrange your return for a full refund with the returns fee waived.
Your feedback has been reviewed internally with our product team to prevent this happening going forwards. Quality control is something we take seriously, and hearing from long-standing customers like yourself helps us maintain the standards you've come to expect.
We understand this experience was disappointing, especially after the positive experiences you've had with us over the years.
Warm Regards,
The Duo Team
Half size
I used to love buying duo boots but my foot measurement has gone up half a size to 4.5.and I can no longer buy your boots. I’ve tried going up and down a size but neither works for me. Please do half sizes.
8 May 2025
Unprompted review
Reply from DuoBoots
Thank you for your feedback.
We currently don't offer half sizes in our collection. When customers are between sizes, we typically recommend sizing up for the most comfortable fit, though we understand this doesn't always work for everyone.
We've passed your comments to our design team – feedback like this helps us consider future improvements to our sizing options.
Our customer service team is also available if you'd like to discuss fit guidance for specific styles.
Warm Regards,
The Duo Team
Disappointed order #104917
I must say, I’m disappointed to say the least
Second pair within a year, was told this particular pair were round toe.
Indeed they were , but a round toed brogue styling normal is fairly wide-ish at the toe ..
Not with these , after second time of being worn they became very loose ‘heel to toe’
No memory foam inner lining , and far too tight across the toe cap area , this will be the last time I use this company ..
12 February 2025
Unprompted review
Reply from DuoBoots
Thank you for your feedback,
We've checked our records and haven't received any correspondence from you regarding these concerns. Without hearing from you directly, our team hasn't had the opportunity to assist with fit guidance or explore possible solutions.
We'd encourage you to contact our customer service team if you experience any issues with future orders – we're here to help and can often advise on fit adjustments or alternative styles that might work better for you.
We've passed your feedback regarding the fit and comfort features to our team for review.
Warm Regards,
The Duo Team
DO NOT BUY, refuse to refund faulty items
I am incredibly disappointed with my experience with DUO boots. After only two wears, the sole of one boot has begun to detach. This is clearly a fault, yet DUO's response has been shockingly inadequate. They claim this can be considered "normal" wear and tear and have suggested I take them to a cobbler for repair. This is unacceptable for a pair of boots worn only twice and feels like a clear breach of the 2015 Consumer Rights Act. Furthermore, the boots also stretched significantly after just two wears. Initially, they were a snug and comfortable fit, but now they slip down like a cheap pair of tights, making them unwearable.
Customer service has been slow and unhelpful, resorting to what appears to be an automated reply system. They seem to be deliberately dragging out the process, hoping customers will simply give up. My experience echoes many similar complaints I've since found online. I deeply regret not researching these issues before purchasing. If DUO refuses to refund me for these faulty boots, I will have essentially thrown away £300.
14 February 2025
Unprompted review
Reply from DuoBoots
Thank you for your feedback.
We requested your order details via Trustpilot but did not receive a response. Without this information, we're unable to locate your order or any previous correspondence regarding these concerns.
We'd like to review your case properly and assist you. Please contact our customer service team with your order number and details so we can investigate the issues you've described and explore a solution.
We're here to help, but we need to hear from you directly to move this forward.
Warm Regards,
The Duo Team
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