One star is generous
One star is generous - if I could I’d select zero
Boots ordered and arrived poorly packaged (folded in a bag) poor quality, cheap tat to be honest. Opted for a return after seeing they were in the Netherlands. Oh no they said return them to China….should have known. Did not state anywhere on their return policy you had to return to China. Can’t be out of pocket (£24 to return) so opted for a pitiful 20% refund and keep the boots which I very quickly donated to charity. Avoid at all costs. Poor customer service.
Reply from MONTAVIEL
Dear Louise,
Thank you for taking the time to share your feedback. My name is Martin, Head of Customer Experience at MONTAVIEL, and I want to personally address your concerns.
I’m truly sorry that your experience fell short of expectations. We work with several fulfilment warehouses around the world — including the US, Canada, the UK, and parts of Asia — so return locations can vary depending on where your order was processed. Because of this, the specific return address isn’t listed directly in our general policy, but your feedback is absolutely valid and we’ll make sure this is communicated more clearly in the future.
We also offer returnless solutions, which you can read more about on our Sustainability page, as well as donation options to organisations such as The Salvation Army in the UK, for customers who prefer to support charitable reuse instead of international shipping.
I’ve personally reviewed your correspondence with our Client Services team and can confirm that our agents responded promptly and courteously throughout. Still, I completely understand your frustration and would like to make this right. I’ll reach out to you directly through Trustpilot to request a few details about your order so we can arrange a proper return and ensure you’re not left out of pocket.
We genuinely value your feedback — it helps us refine every part of our service.
With sincere regards,
Martin
Head of Customer Experience
MONTAVIEL
