10 published company reviews mention customer support. Read the accounts, their dates and the questions that help put them in context.
Experience dates: May 27, 2025–May 8, 2026. This subset comes from the company profile; product reviews are separate.
| Review collection | Matching reviews | Mean company-review rating / 5 |
|---|---|---|
| Collected reviews | 10 | 1.80 |
There is no combined collection score or verified topic performance score. How the data works.
English keywords: support, customer service, customer care, response, respond, responded, reply, replied. Most recent experience first, regardless of rating.
Ridiculous sizing. They may be comfortable for some... but if a UK size 7 foot does not even fit into a UK-size 7 shoe, something is seriously wrong. It's not about suitability and comfort, the shoe was just way too short! And i did check with the customer service team, i didn't confuse US with UK sizing. This is made worse by a whopping £8 delivery and £8 point returns handling fee - not worth it!!
I own many Rothy's shoes, but based on my recent experience, I can't see myself being a customer any longer for a hypocritical company that claims to care about sustainability. A pair of casual clogs I had for 1.5 years started unravelling not far from the "point" at the top of the shoe, close to the front part of the ankle. A hole has formed and even with minimal touch to area when I was inspecting it, led it to keep unravelling! I have another pair of casual clogs I have had for longer and wear far more often without this issue (as well as may other types of Rothy's without anything like this happening). I have never washed this pair of clogs and mostly wear them occasionally around the house. I have never washed these shoes (no reason to) nor has there been any sort of event that would cause damage to the shoe that would result in this. The location of the unravelling is additionally strange. All of these things combined support that this is not normal wear and tear. However, to Rothy's it is! Rothy's does NOT stand behind their products, even when it seems there is something defective/wrong (I have since learned I am not the only one to experience this with these shoes!) and they seem to say a $159 pair of clogs shouldn't be expected to last more than 1.5 years before unravelling with minimal use! How is that sustainable?! This product was clearly defective and inferior to their other products, as I own many, as well as to even another version of the same clog that I own and wear far more often. Their offer was a $20 store credit if I turn the shoes in at a physical Rothy's store. This is just their standard shoe "recycling" program for any Rothy's you have you no longer want or aren't wearable - not anything unique for this situation. I did NOT expect a full refund or even a product replacement, but I did expect something more. For referece, I bought the shoes for $119, and they now cost $159, with another $13 just in taxes. I don't think it's reasonable to for me to pay MORE than I originally bought the shoes for (even with the $20 credit if I drive to a store to turn them in) to replace a defective product that I should just hope is not defective this time around? The best part was that the link to review the product from the original email does not work and I have NO WAY to leave an honest review of the product for others to see (not able to review items you've bought when logged into account - via email link is the only way). I am still awaiting to hear from customer service if there is any way for me to leave a product review at this point, but I am not hopeful.
Love the store and the shoes - their online customer service was atrocious. Don't expect anything other than a snarky attitude about issues you're trying to resolve with them. I feel like they owe me two hours of my life back.
I would give zero stars if I could. The first pair of shoes I ordered was too small so I ordered a larger pair and paid $25 (which is outrageous for expedited 2-3 business day shipping) so that I could have them on Friday to take on vacation with me (ordered on Tuesday). I get an alert today (Wednesday) that they have shipped and will be delivered on Saturday. On no planet is that 2-3 business days. I called their customer service and spoke to the rudest woman. She told me I needed to go in and read the fine print that says it also takes 1-2 days for processing. This is actually criminal of a company to charge an astronomical price for expedited shipping and then hide in the fine print that you need to add one to two days to your order. I asked her to speak with a supervisor and she told me I was not able to speak with anyone besides her. I find that answer egregious for a customer service representative and for a company in general. I have always found these shoes to be overpriced and now with this horrible customer service, I will be returning both pairs of shoes and just eating the $25. Additionally, I will never order from them again. When I told her I was going to write a negative review, she said basically go ahead. Worst customer service ever. I’ll find something similar (and likely cheaper) from another company that values its repeat customers.
Always responds promptly.
I purchased these Rothy’s sandals from Nordstrom but didn’t wear them until a year later. Immediately upon first use, I noticed a defect that must have been present from the start. I reached out to Rothy’s for support, but they refused to help and referred me back to Nordstrom, which can’t assist because I’m outside their return period. Very disappointed with both the product quality and lack of manufacturer support.
I tried to return a pair that were clearly not marked final sale, but had become final sale. They would not accept my return since the sizing was inconsistent. I tried a half size smaller, which was too small for a sale price of $90. The passive-aggressive customer service Members looked into my order. Told me I ordered wrong, which is why I called, and they said there’s nothing I could do. This will be my last pair of Rothy’s. I’ll be trying another brand.
Don’t know why the reviews here are so low, I had a great experience with customer service communicating with Yassmine and Rania on my purchase. Had the shoes changed for new size as well, overall great product quality for the price and the looks are worth a lot more. Hope a store would open in UK soon!
Everything went wrong. First it took well over a month to get my order. Then the shoe sizing and fit was completely off, then when I ordered a smaller size they simply never came. When contacting customer service after a month they said they were out of stock this whole time even though the website shows they are available. Bad shoe, worse sizing, terrible experience
If I I could rate the customer service and The Goldfinch shoe a zero I would do so. There is no working phone number to talk to customer service, contacting the company though their website yields an irrelevant and unhelpful canned AI message, and when and if you reach a human being there is no flexibility in their return or exchange policy which is rigid and intractable. Buyer beware. Don't buy from this company.
This page includes 10 eligible published company reviews selected by topic keywords, dated May 27, 2025 through May 8, 2026. The selection is not all customer feedback or a verified incident count.
No. These are individual customer accounts. Keywords do not verify a statement, establish an incident rate or prove current delivery, return, warranty, support or billing terms. Read the details and confirm the terms relevant to your purchase directly with the company.
Each collection keeps its own arithmetic mean of the company-review ratings in this keyword-matched subset. A company review can describe multiple parts of an experience; its stars are not an independently measured topic-only score. Collected reviews and direct submissions remain separate.