Safetybrands Reviews 67

Reply from Safetybrands

Updated Dec 5, 2025

Hi there,

Thank you for your feedback.

We’ve checked our system and unfortunately we’re unable to find any order under your name or details. It appears that your purchase may have been made through a different website, not from SafetyBrands.

To assist you properly, could you please provide your order number or the email/phone number used at checkout?

Once we have the order details, we’ll be happy to help.

Thank you.

Best regards,
SafetyBrands UK Support Team

Reply from Safetybrands

Oct 18, 2025

Thank you for taking the time to provide this detailed feedback. While we are disappointed to hear about your experience with your first pair of trainers, we truly value customers who bring quality issues to our attention so we can improve.

We sincerely apologize for the defects you experienced—specifically the insoles dislodging and the subsequent collapse of the heel support, which caused you pain and blistering. This performance is absolutely not up to the standards of safety and comfort that Safety Brands strives to maintain, and we have shared this specific feedback with our production quality team for immediate investigation.
Regarding Your Resolution:

We confirm that we swiftly addressed your case via direct communication and, as a gesture of goodwill and commitment to quality, we offered you a choice between a full refund or a free replacement pair of shoes. We are pleased that this specific situation has been fully sorted and resolved.

Regarding the Review Submission:

We understand your frustration regarding the delay in seeing your initial review posted and the resulting concern about review transparency. We take your comment about only showing positive reviews very seriously. Our review platform uses a moderation process to filter spam and verify purchases, which can occasionally cause delays, but it is never our policy to suppress honest feedback, whether positive or negative. We are currently auditing our review submission process to ensure all genuine customer experiences are published efficiently.

We stand by the quality of our products, and in the rare event of a manufacturing defect, we guarantee a resolution, as we provided in your case. We regret that your initial experience was negative, and we hope the resolution provided restores your faith in our commitment to customer safety and satisfaction.

Reply from Safetybrands

Oct 18, 2025

Thank you for contacting us regarding your order. We are very concerned to hear that you placed an order a month ago, have not yet received it, and have been unable to reach us by phone. Please accept our sincerest apologies for the frustration this delay and lack of communication has caused.

We have immediately checked our system under your name and contact details, but we are currently unable to locate any corresponding order.

We exclusively use Royal Mail's tracked parcel service (24-hour or 48-hour tracked) for all UK deliveries, and orders are generally processed and dispatched very quickly.

To help us urgently locate your order, could you please confirm the following critical detail:

Did you place your order directly through our official UK website: www.safetybrands.co.uk?

If the order was placed on a different website, we may not be the correct company to resolve this for you.

If you did order directly from our UK website, please reply with one of the following so we can find your purchase instantly:

Your Order Number (Found in your confirmation email)

The exact email address used at the time of purchase

We are prioritizing this issue and will personally track down your order as soon as we receive this essential information. Thank you

Reply from Safetybrands

Oct 18, 2025

We sincerely apologize for the frustration and stress you experienced while waiting for your refund and attempting to contact our team. We understand that seeing a delay, especially one that exceeds the 72-hour window mentioned online, is unacceptable, and we regret the communication failure on our part during this time.

We want to confirm publicly that your full refund was processed and issued by Safety Brands The reference number for this specific refund transaction is: 74208475194100012990290.

While we process the refund instantly on our side, please note that once the funds leave our system, the 72-hour period is for our internal processing only. After that, the actual time it takes for the money to reappear in your bank account is entirely controlled by your bank or card issuer (the receiving institution). This waiting period is typically 3-5 business days but can occasionally take longer.

We are confident that by providing this reference number, your bank can now confirm the funds are in transit.

We take your feedback regarding our customer service and the "scam" accusation extremely seriously. We are actively reviewing our communication channels to ensure that all customer inquiries are answered promptly and that our refund timeframes are clearly explained to prevent this kind of negative experience in the future.

We regret that you had this experience and we hope the confirmation and reference number provide you with assurance.

Reply from Safetybrands

Oct 18, 2025

Thanks for your review.
Safety footwear durability can certainly vary based on the wearer's environment (e.g., exposure to chemicals, extreme heat, or high-impact usage)
We do want to clarify our support channels: as stated on our website, our official and monitored customer service is managed exclusively through phone and email. Due to the high volume of spam and unsolicited messages, we do not actively monitor or reply to Facebook Messenger inquiries. We regret if this caused confusion or frustration in your attempts to reach us.