SmallBizGenius Analysis
Etnies, a retailer of skate shoes and apparel, faces significant criticism regarding its customer service and order fulfillment. While some customers appreciate the comfort and durability of Etnies shoes, the overwhelming sentiment leans negative due to issues with shipping, returns, and unresponsive support.
Category Breakdown
Scores based on analysis of 85 recent reviews
Customer Service
2.0/10A significant number of reviewers report poor or non-existent customer service. Customers describe difficulty contacting the company, unresponsiveness to emails and voicemails, and unhelpful or automated replies when they do receive a response. Many customers struggle to get assistance with returns, refunds, or order issues.
40 reviews mention thisShipping & Delivery
3.0/10Many customers experience issues with shipping and delivery, including delayed orders, missing items, and lack of tracking information. Some reviewers report that their orders were never shipped despite being charged, while others received incorrect items or sizes. Several reviewers mention long dispatch times and a lack of communication regarding shipping updates.
35 reviews mention thisReturns & Refunds
2.5/10A common complaint is the difficulty in processing returns and receiving refunds. Customers report issues with obtaining RMA forms, having to pay for return shipping to the Netherlands (even when ordering from the UK site), and being ignored when requesting exchanges or refunds. Some reviewers claim that their returns were refused due to minor issues like dirt on the soles.
25 reviews mention thisProduct Quality
5.0/10Opinions on product quality are mixed. Some customers praise the comfort and durability of Etnies shoes, while others report that their shoes fell apart quickly, with issues like splitting canvas and worn-out soles. Some reviewers who have been long-time customers express disappointment in the declining quality of the products.
15 reviews mention thisWebsite Experience
4.0/10Some reviewers criticize the Etnies website for issues such as broken filters, inaccurate sizing information, and technical difficulties. A few customers report that the website is misleading, particularly regarding the location of operations and return shipping costs. Some customers have also reported fake Etnies websites that are actually scams.
10 reviews mention thisPros & Cons
What Customers Love
"I've bought at least 10 pairs of shoes from this company. Other than very minor cosmetic imperfections on some pairs of shoes, all of the shoes I've ever gotten have been more comfortable and durable than stuff like Vans."
"Etnies have great soles, insoles, and noticeably higher quality suede and canvas than Vans."
Common Complaints
"Zero customer service. I too have been trying to return shoes through their lousy website... Every email I send bounces back (as others have said) and there is no other means of contacting them. Absolutely disgraceful."
"Never received my last order after getting an email from Etnies claiming the item had shipped with a non-working USPS tracking #."
"This is a uk website but the item comes from holland, ok unless you need to return something. Cost me £7 by the cheapest way possible to return a tshirt."
"I got a new pair of Etnies about 4 months ago and the bottom of the right shoe has almost completely come off, it looks like a giant tongue and the other side is starting to fall apart to. Would not recommend they are cheaply made shoes."
"This website is only good if you like browsing every shoe style and color to find your size. The filters appear to give the option of showing the color and size you're looking for, but when going to the product page, you'll find that the size you wanted isn't in stock."
Common Questions About Etnies
Answers derived from customer review patterns
Is Etnies legit and trustworthy?
Based on the reviews, there are significant concerns about Etnies' legitimacy and trustworthiness. Many customers report issues with orders not being fulfilled, being charged for items they never received, and encountering difficulties in getting refunds. The prevalence of complaints about poor customer service and a complicated returns process further erode trust in the brand. While some customers may have positive experiences, the high volume of negative reviews suggests that Etnies is not a consistently reliable option.
Based on 45 reviewsDoes Etnies have good customer service?
The overwhelming consensus from customer reviews is that Etnies has poor customer service. Many reviewers report difficulty contacting the company, with emails going unanswered and phone calls not being returned. When customers do manage to get in touch, they often receive unhelpful or automated responses. This lack of support makes it difficult for customers to resolve issues with orders, returns, or refunds, leading to significant frustration.
Based on 40 reviewsIs Etnies worth it for small business?
Given the numerous complaints about order fulfillment, customer service, and returns, Etnies is likely not a worthwhile option for small businesses. The unreliability in shipping and the difficulty in resolving issues could lead to delays and frustration, negatively impacting a small business's operations. The potential for added expenses related to returns and the lack of responsive support make Etnies a risky choice compared to other brands with more reliable service.
Based on 30 reviewsWhat is Etnies' return policy like?
Etnies' return policy is a major point of contention for many customers. While they technically offer returns, the process is often described as difficult and costly. Many customers complain about having to pay for return shipping to the Netherlands, even when ordering from a UK-based website. Additionally, some reviewers report issues with obtaining RMA forms or having their returns rejected for minor reasons, making the return process frustrating and unreliable.
Based on 25 reviewsWhy do Etnies customers have to pay for returns to the Netherlands?
A recurring complaint is that Etnies operates its UK website while shipping items from the Netherlands. This means that customers in the UK who need to return items are required to pay for international shipping to the Netherlands, which can be expensive. This practice is viewed negatively, as customers expect a UK-based return address when ordering from a UK website.
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