XY LONDON Reviews 

Scam company, sent out wrong shoes vis Debenhams. No way to speak to anyone at this shop, then want me to pay for return postage for there failure

Ordered two pairs of shoes, same ones but different colour. Unfortunately the sizing is very off so had to return them both. Returned both pairs in one parcel the same way that I have received them. The company has only refunded one pair claiming that they haven't received the other one. Terrible customer service, they've been asking for proof of postage, even though i have use a label they've provided.

First time buying via Debenhams, item was on sale, but was unsuitable, returned. No confirmation is been received, albeit tracking confirms it has, no refund, no reply to emails. Would not use again, still awaiting a reply and my money.

Bought boots via Debenhams. Very small sizing - beware and see other reviews! I returned the boots on 24 March. Have been waiting a month for a refund and after chasing numerous times Debenhams have told me XY wont refund as the boots are worn. A lie - tried on indoors. So now they have my boots and my money! I’ve had no direct communication from XY and it’s taken them this long to pass on a message. Unbelievably bad customer service! I would and will avoid at all costs!

Really irritating buying experience. Chose shoes in size 8 but size 5 was on confirmation (I didn't spot it unti too late) so arranged a return. Placed replacement order for size 8 (ono 130751) and when confirmation came through - again size 5 was on order.
I asked them to cancel order but was told it's too late and I'll have to return.
I was also told that the reason their website changed the size was because size 8 is out of stock - that's not what their site says and I've sent them a screen grab to prove it.
Overall a really annoying experience and apparent lack of customer service

Amazing support there has been a issue with a missing parcel they responded promptly and have resolved the issue by sending a lost parcel disclaimer and replacement item five stars 🌟

Be mindful of the shoe sizing. Had to return boots that felt like they were 2 sizes too small (made sure to double check that it was indeed my size according to their size chart). Looking through reviews, it seems I'm not the only one experiencing this issue, so the shoes here can't be 'true to size'. Return process is going smoothly, so no complaints there.

Boots arrived, not the best quality, but they were for occasional use, not all the time, so I thought they’d be fine. I’m usually a size 4, but I ordered a size 5 thinking I would wear the boots with thick socks in the winter. The size 5 were too small. I contacted customer services agreeing and they said we can do an exchange for you. Sent the boots back, along with a note saying I’d been in touch with customer service & they were going to do an exchange.

I then get an email saying I was getting a refund minus my postage.

Not what was asked for by me or offered by them.

Just can’t be bothered with the faffing around.

Due to a website glitch I received a different size of shoe than I’d ordered.
Email interaction with the support team quickly resolved my issue and return was sorted free of charge.

Great experience with a fantastic customer service solving my problem.
Shoes arrived well packaged and fast delivery. Many thanks!

Issue resolved efficiently and very happy with customer service.
Thank you
Carol Robertson

AVOID. The items sold are extremely poor quality and either fall apart quickly or arrive already damaged. I received a pair of shoes that were defective right out of the box, yet the company still deducted return shipping costs—even though the issue was entirely their fault. Terrible quality and even worse customer service.

The time between ordering to delivery was excellant and they kept me updated. Unfortinately I have returned said item but only because they were to tight.

Customer Service was brilliant with a issue I had, they sorted it all out within hours. Thank you XY London

I ordered some boots,and payed for delivery which I was OK with but when the boots arrived the quality was really poor and the was suede material coming out from the zip.I'm really annoyed that I was also charged to return the faulty goods which is totally
unacceptable seeing they were returned because they were faulty I guess I won't be ordering again and would advice anyone not to order from this company as the cost of delivery and return cost nearly 10.00.

Great customer service speedy delivery after returned one pair shies too narrow upsized and came perfect fit in couple of days first order and great price wrapped well

Efficient and excellent response, the issue rectified in a matter of minutes. Brilliant service.

Sorted a matter from a month ago better than bigger company’s and I couldn’t appreciate it much more tbh thank you to who ever I spoke to ❤️

I received my shoes which I like very much but they were faulty, I emailed their customer service and they replied very promptly. They arranged my return free of charge and within 3 days of sending my shoes back I received a replacement pair. I can’t fault how efficient they have been, I will definitely shop with them again.