Newest Review: ... an extra £6.00 for delivery. Orders are despatched the following working day. My Rubbersole.co.uk Account and Sponsor ... more
Member Name: daniella2202
Advantages: An excellently laid out website with excellent products and customer service !
Disadvantages: They have some colours translated so it does not give the true colour's names
I have been pondering over whether to write this review and then I saw two reviews already present that were not giving it a terribly high rating so I thought I had to write the review. This review will contain my recent purchase from rubbersole.co.uk in quite a lot of detail because this is how I found out how excellent the customer service was from them.
What Rubbersole.co.uk Sells?
It is a professional looking website which sells men's shoes, women's shoes and kid's shoes. Brands include flipflops, trainers, sandals, smart shoes and boots. Brands include FitFlop, Converse, Blowfish, Camper, Birkenstock, Boxfresh, Crocs, Dr Martens, Gola, Puma, UGG, Holster and many more. It is a fantastic range and they have a sale section and new arrivals sections. Most of the shoes are at the cheapest price you'll find on the web.
The website it very easy to navigate. In the right hand corner of the website is sections to click on for your account, order tracking, member sponsorship (I will explain this later) and help and contact information. There is also your shopping bag and a search button.
A few weeks ago I spent endless time searching for some FitFlops online. I first of all went onto the original FitFlop website and looked up their online retailers to ensure I was purchasing from a genuine and trusted website. So rubbersole.co.uk was one that came up and after checking out lots of the other websites I found that this was the cheapest website for the particular pair that I wanted. This pair was called Supertone sneaker which is a low top trainer. I was looking at a tan colour for the trainers and I had previously seen the colour Cafe Latte on other websites and I decided I would go for that colour. However, on the rubbersole.co.uk website their colour was called Camel and the photograph made this colour look like a lighter tan colour. I actually preferred this colour because it was a little more feminine in my opinion. So I purchased the trainers at £50.00 and went via Quidco to get my 8% cashback which resulted in being £3.40 off the trainers. Rubbersole.co.uk have free delivery on all items as well as free returns within 30 days and a money back guarantee which I loved especially because I was not 100% sure about the size I would be in the trainers because I have never purchased a pair of FitFlops before and they do not do half sizes. I am usually a UK4.5 but I went for the UK4 because I have quite narrow feet.
The Purchasing Process and The Loyalty Points
When I clicked to purchase the trainers I was taken through a process of setting up a login and I also realised that rubbersole.co.uk a loyalty points system which is always an added bonus. A £1spend gives you 2 points and each point is worth a penny. Once you rack up 500 points you can convert them into a gift voucher to spend against your next purchase. I really do love loyalty points, I wouldn't be without my nectar and Tesco clubcard. Anyway, once I set up my login and went through the payment process I put in my billing and delivery address which was all very simple. There were many ways to pay either by Visa, Mastercard, Maestro, Visa Electron, American Express as well as a few other cards and Paypal. At the bottom of the homepage of the website it has three logos to show that it is a safe and secure site to purchase on. I paid by Visa which was a very simple and quick process and I received a confirmation email to show my order.
Rubbersole delivers to England, Northern Ireland, Scotland and Wales.
Delivery is supposed to take between 3 and 7 working days. However, you can opt for an express delivery which takes between 1 and 3 working days by paying an extra £6.00 for delivery. Orders are despatched the following working day.
My Rubbersole.co.uk Account and Sponsor Account
I logged into my account a few minutes later to view the loyalty points and I had received 100 points. The account has options to change your address and login details i.e. your password as well as amending whether you receive their newsletter. There was also an area which confused me by the loyalty points section called the 'track my sponsor account' which in simple terms is a 'refer a friend' system. Basically you refer a friend by giving their name and email address, then your friend receives a £5.00 off her purchase voucher and then when she makes a login account she enters your email address to validate that you referred her to rubbersole on the application login form (if anybody would like a referral please ask me). Then this allows the person referring friends to earn money from their friend's purchases which occurs on three payment levels which I won't explain but basically earn so much for your friend's first 3 orders, you also earn from your friend's referrals and your friend's friend's referrals. And because these referral amounts are quite high e.g. £10.00 for your friend's first order, your sponsor account must reach £20.00 by a certain date or else it gets wiped back to zero pounds. You could as the website states refer 100 friends who make purchases and bag yourself £1000.00!! Plus the top sponsors on rubbersole.co.uk receive prizes each quarter of the year.
Under the 'My account' section you can also track your order history which mine said 'preparation in progress' on the same day I placed the order. There is also the returns section as well 'your requests' which are basically any questions and answers asked to the rubbersole.co.uk customer services via email.
When My Trainers Arrived
My trainers arrived four working days after I had placed the order which was quite quick. They arrived by UPS and I was not at home at the time but I received a phone-call from the delivery man asking me if he could leave them in a safe place which he did.
I opened the box in excitement when I got home (they were packaged very well) but I found that the colour of the trainers were darker than I had anticipated and the colour stated said Cafe Latte when they were supposed to be called Camel. Well I of course was a little annoyed by this and rechecked my invoice online which clearly stated the colour Camel. So I typed into the search box on the website 'Camel' and nothing appeared. Then I typed in 'Cafe Latte' and this pair appeared. I clicked onto it to find that the colour changed once I clicked onto it to Camel. This as you can imagine confused me beyond belief. So I firstly rang the official FitFlop customer service line (which I found on the FitFlop website) and the lady assured me that there was no colour called Camel in any FitFlop range. So I rang the customer service phone number of rubbersole.co.uk to work this out.
How to Contact the Customer Services
You can contact them via email and a little pop up box will appear so you do not have to go via your hotmail. Or you can telephone them and the number is explicitly showed on the website's homepage. There telephone lines are open from 9-5pm. There is also a help section which answers many questions.
I phoned them, it took a couple of minutes until I got through to them. A lady answered the phone she took my name and found the order reference. I then explained my situation and she apologised profusely (this lady was English which helped the situation as many hotlines or customer service phone numbers are not). She told me that the company was part French so they sometimes get colours wrong when they are translated. But I said to her that the picture was wrong as well because it made the trainers look lighter in colour than all the other websites I had seen. After she apologised I asked her if there was anything she could do about it. She asked me if I was going to keep the trainers and I said yes despite the colour being wrong I still liked them but that it was the principle that I had been shown a different colour online which I thought I was purchasing. She then said to me that she'd take 40% off the price I paid... well I was of course over the moon by this. Then she couldn't work out what 40% was off the trainers so she said she'd just take 50% off them... even better!! So the trainers cost me £25.00 in all when they were originally £85.00 and in the sale at £50.00. So I really had got a massive bargain!!! Now that is what I call good customer service. I thanked her and hung up.
Would I Purchase from Rubbersole.co.uk again?
Of course! Despite there being a mix up on the colours, the situation was rectified superbly which is why I am giving rubbersoles.co.uk 5 stars. The lady was lovely and I got a great deal. They also offer as I previously said free delivery and returns which gives you a peace of mind and they provide an excellent loyalty system. I will certainly check this website out again when lookers for flipflops, shoes or trainers.
Regarding Other Reviews of this Website
I have read the other reviews of this website, one of which was only written three months ago and it stated that there was no customer service and no contact telephones numbers were available. Well either this information was right three months ago and the website has had a massive reconstruction or the information was completely wrong... For me the website explicitly showed the telephone number for customer services and the customer service I received was excellent!
Summary: An online shoe retailer that sells a large range of brands and gives excellent customer service!