

Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Shoebox Online delivers a polarised customer experience. The business earns strong praise for fast delivery, good product quality, and competitive pricing. However, a recurring pattern of post-purchase service failures, particularly around returns, refunds, and email-based customer support, significantly undermines trust. When things go right, customers are delighted; when things go wrong, resolution is painfully slow.
Replied to 91% of negative reviews
Reply time on negative reviews: 293 hours 8 min
TrustIndex
0
Ranking
#13
in Fashion & Clothing
Avg Reply
144h 19m
NPS Score
47
Recommended: Likely
Replied to 91% of negative reviews
Reply time on negative reviews: 293 hours 8 min
May '25 - Apr '26
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
If I had the option, I would give 0 stars. The shoes cracked after only two weeks of purchase, which is completely unacceptable. I contacted your online support and it took a very long time to receive any response. When someone finally rep****, I was told a courier would collect the damaged shoes. It has now been a month and I am still waiting. No collection, no update, and no resolution. This level of product quality and customer service is extremely disappointing. I will be escalating this matter to the Consumer Ombudsman if it is not resolved immediately. Regards
1 reviews | Active since Jan 2020
If I had the option, I would give 0 stars. The shoes cracked after only two weeks of purchase, which is completely unacceptable. I contacted your online support and it took a very long time to receive any response. When someone finally rep****, I was told a courier would collect the damaged shoes. It has now been a month and I am still waiting. No collection, no update, and no resolution. This level of product quality and customer service is extremely disappointing. I will be escalating this matter to the Consumer Ombudsman if it is not resolved immediately. Regards
1 reviews | Active since Jan 2020
I made an order on the 1st March and there has not been any update.Tried to track my order but there has not been any update no movement.I ordered 6 pair of shoes.I am disappointed and I have sent an email to customer service but no response.Can someone give me an update of my order!!!
1 reviews | Active since Jan 2020
I made an order on the 1st March and there has not been any update.Tried to track my order but there has not been any update no movement.I ordered 6 pair of shoes.I am disappointed and I have sent an email to customer service but no response.Can someone give me an update of my order!!!
1 reviews | Active since Jan 2020
Overall, I’m extremely happy with their service! I ordered two pairs of shoes on 02 March 2026, and by the 4th, my order had already arrived. That’s impressively fast delivery! I’m more than satisfied with my purchase and will definitely be ordering more from this store. Highly recommended!
1 reviews | Active since Jan 2020
Overall, I’m extremely happy with their service! I ordered two pairs of shoes on 02 March 2026, and by the 4th, my order had already arrived. That’s impressively fast delivery! I’m more than satisfied with my purchase and will definitely be ordering more from this store. Highly recommended!
Based on recent customer reviews, Shoebox Online delivers a polarised customer experience. The business earns strong praise for fast delivery, good product quality, and competitive pricing. However, a recurring pattern of post-purchase service failures, particularly around returns, refunds, and email-based customer support, significantly undermines trust. When things go right, customers are delighted; when things go wrong, resolution is painfully slow.
Shoebox Online's biggest strength, according to Hellopeter's AI analysis, is Delivery, Fulfilment & Logistics. Customers consistently praise fast delivery, often within 2 to 3 days. Products arrive well packaged in shoe boxes. Tracking updates and communication during fulfilment are frequently highlighted as strong points.
The most common complaint about Shoebox Online, based on Hellopeter's AI analysis of recent customer reviews, is Refunds, Returns & Consumer Rights. Returns and refunds are a major friction point. Customers report weeks-long waits for refunds, unanswered emails, and disputes over exchange terms. The return system sometimes shows incorrect order statuses, blocking legitimate returns.
Shoebox Online ranks #13 in Fashion & Clothing on Hellopeter with an overall AI Score of 3.5 out of 5, compared to the industry average of 1.8. Its strongest theme is Product Quality at 4.2; its weakest is Returns & Refunds at 2.5. Best-in-class for Fashion & Clothing is JJ Plates & Signs CC (4.7). How is the AI Score calculated? →
Shoebox Online has a TrustIndex of 0 out of 10 on Hellopeter, based on 119 reviews in the last 12 months. They reply to 91% of negative reviews, typically within 293 hours 8 min. Hellopeter has tracked Shoebox Online across 172 total reviews. How is the TrustIndex calculated? →
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