www.emmylondon.com

I can transform any shoe from day to night! Thank you

My shoe had flaws. The lace on one shoe has a big bubble due to the lace not being pulled to be flush with the shoe. The inside back of the shoe was stretched too much with the sticks that were in them. There’s also another area on the other shoe where the lace is not as flush as it should be.

I ordered a pair of made-to-order shoes for an important upcoming event after being told they would be shipped once they were completed. Because they were made to order, I understood that there would be a wait. What I did not expect was to receive no notification when the shoes were actually finished. After not hearing anything, I contacted the company myself because I was still evaluating whether I might need a different pair with a shorter heel. I was then told that, if I wanted to order another pair, I would need to order them together in order to have enough time to meet the return window. When I asked when the original shoes I had already paid $800 for would be completed, I was told that they were already complete. That was extremely frustrating. Had I not reached out, I don't know when I would have been notified that my shoes were ready, yet the return timeline was still running. This leaves very little time to actually evaluate whether the shoes work: I need to try them with my dress, determine whether the heel works, and, if I decide to keep them, potentially have them dyed in time for the event. For an $800 pair of shoes, particularly for an important once-in-a-lifetime event, I expected a much higher level of communication and customer service. The lack of proactive communication has essentially forced me to purchase multiple pairs in anticipation of the possibility that these won't work, simply because I don't have enough time to wait and see. The shoes may ultimately be beautiful, but the customer experience surrounding the purchase has been very disappointing. When customers are spending this much money on a time-sensitive, made-to-order item, communication about when the order is completed should be basic customer service.

I am a size 9 and Emmy was recommended as being able to cater. In the shop I tried on size 9 and they were a bit too big. Emmy recommended getting an 8.5 wide instead which I ordered. Lovely looking shoes. First problem was instead of taking 6 weeks they were late and I had to organise (and pay for) delivery (even though lateness was not my fault) So late, they missed my dress fittings! When they did arrive they were marked Size 8 wide on the sole. I tried them on and they felt very tight - nothing like in the shop. I contacted the shop to say I had been sent the wrong size but they said even though they were marked size 8 they were indeed 8.5’s!!!! Well how confusing!!! Have you ever heard the like? On my wedding day, just a couple of weeks later, I barely had the shoes on as I could not walk in them - too small. I had to switched to other shoes as soon as I was at the reception. A total waste of more than £400. Walking down the aisle was such a painful experience. Not sure I could possibly recommend. I only give one star because the shoes were beautiful in a block heel style - a style I had so wanted otherwise I would not give any stars at all given the late arrival , not even offering to pay for delivery charges and sending the wrong size and then denying it!!!

I paid almost £400 for shoes that arrived with tiny holes in the shoes and Emmy confirmed that I had been sent a pair that had been tried on in the boutique. I then had to wait several weeks for new ones to be made and didn’t have them in time for my wedding dress fitting sadly. I asked if they could put a rush on to make my dress fitting as this was their mistake and they said no. I asked for a credit to be refunded as a goodwill gesture as they knowingly sent me a used pair but disappointedly they refused after a director said no. The replacement shoes are very pretty and in good condition - at the price I paid, this is what I expected in the first place. This is what anyone would expect. Shoes from ASOS arrive in perfect condition so I expected a pair that cost almost £400 would be the same! Based on this negative experience, I wouldn’t have any confidence in buying again from Emmy.