SC
Shoe City
Claimed Business
SC
Rated in:
Scores reflect the Overall AI Score for each category
AI Review Summary
Based on recent customer reviews, Shoe City presents a deeply troubled customer experience across virtually every touchpoint. The business faces severe criticism for failed online deliveries, missing items, unreachable support teams, and refused refunds. While a handful of in-store visits at specific branches receive praise for friendly staff, the overwhelming pattern describes a business where fulfilment is chaotic, complaints go unresolved, and customers feel ignored.
Top Strengths:
- •Product Quality & Value: While most product feedback is negative, occasional customers praise good pricing and half-price deals. However, recurring complaints about shoes peeling and poor durability significantly undermine quality perceptions.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#13
in Fashion & Clothing
NPS Score
-95
Recommended: Unlikely
Review Distribution
1.3|59 Reviews
May '25 - Apr '26
5(6.9%)
4(0%)
3(0%)
2(1.7%)
1(91.4%)
5(6.9%)
4(0%)
3(0%)
2(1.7%)
1(91.4%)
Recent reviews (59)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceAJ
Arno J
1 reviews | Active since Jan 2020
28 Feb 2026, 10:08
Gross Misconduct & Refund Refusal: Shoe City/Pepkor Management Failure
I am lodging a formal complaint against Shoe City and Pepkor for refusing to refund my online order SC69210. Despite an approved return on 11 February, staff including Aluwani Sibasa and Shardonay have been unprofessional, making jokes and hanging up on calls while working from home. I have now escalated this to the CGSO under reference NDNRJEV4 because the executive team is ignoring my 48-hour notice.
Helpful (0)
|Replies (0)AJ
Arno J
1 reviews | Active since Jan 2020
28 Feb 2026, 10:08
Gross Misconduct & Refund Refusal: Shoe City/Pepkor Management Failure
I am lodging a formal complaint against Shoe City and Pepkor for refusing to refund my online order SC69210. Despite an approved return on 11 February, staff including Aluwani Sibasa and Shardonay have been unprofessional, making jokes and hanging up on calls while working from home. I have now escalated this to the CGSO under reference NDNRJEV4 because the executive team is ignoring my 48-hour notice.
0
Replies (0)R
Robin
1 reviews | Active since Jan 2020
10 Feb 2026, 18:19
Wonderful experience
At Shoe City in Tygervalley, I found more than comfy shoes — I found staff who listened with heart. They weren’t rushed, kept offering different fits until we got it right, and made my visit feel relaxed and sincere. What could have been a quick in-and-out became a pleasant memory thanks to their helpful spirit.
Helpful (0)
|Replies (0)R
Robin
1 reviews | Active since Jan 2020
10 Feb 2026, 18:19
Wonderful experience
At Shoe City in Tygervalley, I found more than comfy shoes — I found staff who listened with heart. They weren’t rushed, kept offering different fits until we got it right, and made my visit feel relaxed and sincere. What could have been a quick in-and-out became a pleasant memory thanks to their helpful spirit.
0
Replies (0)PV
PORCIA V
1 reviews | Active since Jan 2020
6 Feb 2026, 10:24
service sucks
Yoland at your call centre is the worst customer service consultant. She refused to give me her surname and is extremely rude. Shoe city you owe me a refund and now you have all the excuses in the book to give my money back.
Helpful (0)
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PORCIA V
1 reviews | Active since Jan 2020
6 Feb 2026, 10:24
service sucks
Yoland at your call centre is the worst customer service consultant. She refused to give me her surname and is extremely rude. Shoe city you owe me a refund and now you have all the excuses in the book to give my money back.
0
Replies (0)NM
Nthabiseng M
1 reviews | Active since Jan 2020
20 Jan 2026, 15:17
Pathetic Service
Didn't receive my complete order on the 15th of December 2025 and was told my money was refunded into my account on the 17th, It's now a month later and still nothing. Calling their offices everyday but can't get the help i need!
Helpful (0)
|Replies (0)NM
Nthabiseng M
1 reviews | Active since Jan 2020
20 Jan 2026, 15:17
Pathetic Service
Didn't receive my complete order on the 15th of December 2025 and was told my money was refunded into my account on the 17th, It's now a month later and still nothing. Calling their offices everyday but can't get the help i need!
0
Replies (0)RK
Retshedisitswe K
1 reviews | Active since Jan 2020
18 Jan 2026, 09:09
No order and no refund!
I'm now giving up on shoe city, they do not want to refund while they have proof that I never received my order, I work very hard for my money for it to be taken just like that, stay away from pepkor group as they do not care about their customers at all, even if they are closing shoe city do I trust them enough to purchase from other shops in their group, definitely no. After so many follow up I'm finally giving up, may God deal with them harshly
Helpful (0)
|Replies (0)RK
Retshedisitswe K
1 reviews | Active since Jan 2020
18 Jan 2026, 09:09
No order and no refund!
I'm now giving up on shoe city, they do not want to refund while they have proof that I never received my order, I work very hard for my money for it to be taken just like that, stay away from pepkor group as they do not care about their customers at all, even if they are closing shoe city do I trust them enough to purchase from other shops in their group, definitely no. After so many follow up I'm finally giving up, may God deal with them harshly
0
Replies (0)LM
Lee M
1 reviews | Active since Jan 2020
15 Jan 2026, 09:01
Worst Customer Service Ever
I received my order SC72597 on the 5th of December and there was a pair of Ipanemas missing. After sending the Customer Service an email and numerous phone calls to date I still have not received any feedback even though I was told that my matter will be escalated. I am disappointed in Shoe City as i have paid for something that i have not received and now i have to run after them. I just want my money back you can keep your shoes
Helpful (0)
|Replies (0)LM
Lee M
1 reviews | Active since Jan 2020
15 Jan 2026, 09:01
Worst Customer Service Ever
I received my order SC72597 on the 5th of December and there was a pair of Ipanemas missing. After sending the Customer Service an email and numerous phone calls to date I still have not received any feedback even though I was told that my matter will be escalated. I am disappointed in Shoe City as i have paid for something that i have not received and now i have to run after them. I just want my money back you can keep your shoes
0
Replies (0)JR
Joy R
1 reviews | Active since Jan 2020
14 Jan 2026, 15:13
Good day i have place an order online at shoe city on the 25 November 2025 even today I have not received my package or refund
Good day i have place an order online at shoe city on the 25 November 2025 even today I have not received my package or refund. I have been calling with no assistance. Reference number Csa00129hI for refund
Helpful (0)
|Replies (0)JR
Joy R
1 reviews | Active since Jan 2020
14 Jan 2026, 15:13
Good day i have place an order online at shoe city on the 25 November 2025 even today I have not received my package or refund
Good day i have place an order online at shoe city on the 25 November 2025 even today I have not received my package or refund. I have been calling with no assistance. Reference number Csa00129hI for refund
0
Replies (0)NM
Nthabiseng M
1 reviews | Active since Jan 2020
14 Jan 2026, 13:19
Pathetic Service
Pathetic Service! I ordered 3 sets of Shoes on December 4th 2025. I Received only 2 orders on the 15th of December, I then contacted the courier to notify him & he advised he was only given 2. I made contact to the Call Center to inquire and was informed the pair was stock out and the money was refunded into my account. I asked the Agent why wasn't i notified before delivery took place or sent communication. Later received an email from Lerato that the refund was processed on the 17th of December 2025 and will take up to 5 - 7 working days. I've made numerous calls to Shoe City and till Today, i have not Received my money but taken from Pillar to Post!!!
Helpful (0)
|Replies (0)NM
Nthabiseng M
1 reviews | Active since Jan 2020
14 Jan 2026, 13:19
Pathetic Service
Pathetic Service! I ordered 3 sets of Shoes on December 4th 2025. I Received only 2 orders on the 15th of December, I then contacted the courier to notify him & he advised he was only given 2. I made contact to the Call Center to inquire and was informed the pair was stock out and the money was refunded into my account. I asked the Agent why wasn't i notified before delivery took place or sent communication. Later received an email from Lerato that the refund was processed on the 17th of December 2025 and will take up to 5 - 7 working days. I've made numerous calls to Shoe City and till Today, i have not Received my money but taken from Pillar to Post!!!
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Replies (0)