“Dear Cobbler Union Team,
While I am happy with the chukkas (size UK 8) I received on Jan. 10, I found the exchange process cumbersome and wanted to share my experience.
Dec. 2: Ordered chukkas (size UK 8.5), which arrived on Dec. 7 but were too big. (My third pair of shoes from Cobbler Union.)
Dec. 9: Initiated the exchange process, which required contacting you, waiting for a reply, taking photos of the shoes, and waiting for approval before proceeding with the return. This back-and-forth communication felt unnecessarily complicated. Perhaps the entire process—submitting photos and other details—could be completed in a single step through an online portal or form, avoiding multiple emails.
Dec. 17: Was informed that the replacement shoes were coming from Spain, though the website didn’t indicate this at the time of the exchange.
Dec. 26: Received notification that the shoes had arrived from Spain and would be sent soon.
Jan. 7: After hearing nothing further, I contacted customer service and was told the shoes would be sent soon, with a follow-up email promised but not received.
Jan. 10: Finally received the shoes.
Although the total duration of 5–6 weeks is not excessively long, the number of communications required made the process frustrating. Ordering shoes online often involves exchanges due to sizing variations, so a smoother, more transparent process is highly desired. Specifically:
Simplify the exchange process—Streamline steps like photo submission and approvals into a single interaction to eliminate unnecessary back-and-forth communication.
Improve communication—Regular updates and fulfillment of promised notifications would help reassure customers.
Clarify shipping origins—Indicating whether items ship from overseas upfront would set accurate expectations.
Perhaps I may come across as overly critical, but my intention is simply to help a good, small company like Cobbler Union succeed. I believe that with some improvements to your processes, you can provide an even better experience for your customers.
Thank you for your attention to this feedback, and I look forward to shopping with you again.
Best regards,”
“The shoes are fantastic. The customer support team was great but the experience was below satisfactory. I ordered my shoes in April 2024 and just received them in January 2025. There were constant delays that I would not have found out about unless I emailed to ask about status. The website said 3-4 months but took almost a year. Overall, poor communication and unacceptable delays caused me to be unlikely to shop here again.”
“Very fast shipping and great prices on premium products. I’ll definitely be purchasing all of my she/boot care products from Cobbler Union from here on out.”
“The pair of shoes is great and of good quality. Everything went smoothly.
A word of advice: change your delivery partner for Europe, as FEDEX is one of the worst companies in this field.”
“I bought the moccasin driving shoes and loved them - perfect fit. Ordered another driving shoe in the same and doesn’t fit at all. I have emailed about this and have not heard back.”
“My first time trying Cobbler Union shoes. Went with the Benjamin (Ritz last) in a Museum Cognac size 8.5 US. Ordered from the outlet for nice savings. Boots fit well and feel great. I put a little shine on the toe box. Excellent value and well crafted. Excellent communication. Certainly would order again. Certainly recommend Cobbler Union.”
“The shoes came as ordered. One pair did not fit and I returned them and ordered another size, however that size was not available when Cobbler Union processed the return ( even though it was available when I decided to return the shoes and asked for the new size)”
“The shoes were larger than their fit guide incidicated. I paid money for free returns, but was charged $15 restocking fee per item, even though one item had clearly been previously worn and returned.”
