Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Shoebox Online presents a sharply divided experience. Shoppers repeatedly praise fast dispatch, well packed parcels and good value shoes under Product Quality & Value (3.6) and Delivery, Fulfilment & Logistics (3.4). However, a strong recurring theme is silence once something goes wrong, with Refunds, Returns & Consumer Rights (1.5) and Customer Service & Support (2.6) drawing the heaviest criticism.
Top Strengths:
- •Product Quality & Value: Customers regularly describe shoes as strong, comfortable and true to size, with sale pricing seen as genuine value. Repeat buyers highlight the range and prices, although a minority report heels breaking and soles cracking within weeks.
Replied to 76% of negative reviews
Reply time on negative reviews: 306h 41m
TrustIndex
5.2
Ranking
#1
in Fashion & Clothing
Reply Time
253h 8m
NPS Score
17
Recommended: Likely
Replied to 76% of negative reviews
Reply time on negative reviews: 306h 41m
Nov '25 - Oct '26
Frequently Asked Questions About Shoebox Online
What do customers say about Shoebox Online?
Based on recent customer reviews, Shoebox Online presents a sharply divided experience. Shoppers repeatedly praise fast dispatch, well packed parcels and good value shoes under Product Quality & Value (3.6) and Delivery, Fulfilment & Logistics (3.4). However, a strong recurring theme is silence once something goes wrong, with Refunds, Returns & Consumer Rights (1.5) and Customer Service & Support (2.6) drawing the heaviest criticism.
What is Shoebox Online's biggest strength?
Shoebox Online's biggest strength, according to Hellopeter's AI analysis, is Product Quality & Value. Customers regularly describe shoes as strong, comfortable and true to size, with sale pricing seen as genuine value. Repeat buyers highlight the range and prices, although a minority report heels breaking and soles cracking within weeks.
What are the most common complaints about Shoebox Online?
The most common complaint about Shoebox Online, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Support. A dominant complaint is unanswered emails and automated high volume replies with no call centre to escalate to. When agents do respond, customers describe repeated questions, contradictory messages and, in some cases, being accused rather than assisted.
How does Shoebox Online compare to other Fashion & Clothing companies?
Shoebox Online scores 2.9 out of 5 on Hellopeter's AI analysis of service quality in Fashion & Clothing, compared to the Fashion & Clothing industry average of 1.3. Their strongest theme is Product Quality (3.8); their weakest is Returns & Refunds (1.6). The top AI-rated Fashion & Clothing business on Hellopeter is Shoebox Online (2.9). How is the AI Score calculated? →
Is Shoebox Online trustworthy?
Shoebox Online has a TrustIndex of 5.2 out of 10 on Hellopeter, based on 87 reviews in the last 12 months. They reply to 76% of negative reviews, typically within 306 hours 41 min. Hellopeter has tracked Shoebox Online across 182 total reviews. How is the TrustIndex calculated? →
Recent reviews (87)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Mar 2025
Impossible to return anything
It is impossible to return anything you buy from Shoebox online. I had a return approved via mail but it has been weeks since then, and they have failed to send a courier. Every time I reach out to them it's just radio silence. On the basis of my experience, I would not buy from them again.
1 reviews | Active since Mar 2025
Impossible to return anything
It is impossible to return anything you buy from Shoebox online. I had a return approved via mail but it has been weeks since then, and they have failed to send a courier. Every time I reach out to them it's just radio silence. On the basis of my experience, I would not buy from them again.
1 reviews | Active since Apr 2024
Exchange taken and the shoes never returned.
On the 20th of September I bought 2 pairs of shoes, and 1 pair was too big, I made an exchange by requesting a return on the 23rd and it was approved on the 25th. On Monday the 28th the shoes were collected by the My Courier SA, and I haven't heard anything from them since till today. I Wrote to customer service and this was their response "hi i have made enquiries with the couriers about this parcel i pend their response once received i will revert back to you". Those shoes costs R450, I'm not happy at all about their silence on this matter and this is making me lose all the trust i had in them.
1 reviews | Active since Apr 2024
Exchange taken and the shoes never returned.
On the 20th of September I bought 2 pairs of shoes, and 1 pair was too big, I made an exchange by requesting a return on the 23rd and it was approved on the 25th. On Monday the 28th the shoes were collected by the My Courier SA, and I haven't heard anything from them since till today. I Wrote to customer service and this was their response "hi i have made enquiries with the couriers about this parcel i pend their response once received i will revert back to you". Those shoes costs R450, I'm not happy at all about their silence on this matter and this is making me lose all the trust i had in them.
1 reviews | Active since Dec 2020
********! Avoid this company!!
I am shocked to discover that the exact problem I'm having- trying to get assistance with a botched delivery receiving two right shoes- is what's been regularly reported. There was a swift collection of the incorrect shoes, but then confusing responses to my requests for a replacement.. then being told my size is no longer available (even though website reflects that it is!)…to then getting zero response to my emails! I've emailed numerous times & get no reply!! There is NO PHONE NUMBER so can't speak to anyone! They now have my money and my two right shoes!!! I am beyond fed up! Please don't use them- seems like they're sending wrong orders on purpose - they keep the money & ignore your requests to rectify incorrect orders. That's what AI has picked up and that's been my experience! ********!
1 reviews | Active since Dec 2020
********! Avoid this company!!
I am shocked to discover that the exact problem I'm having- trying to get assistance with a botched delivery receiving two right shoes- is what's been regularly reported. There was a swift collection of the incorrect shoes, but then confusing responses to my requests for a replacement.. then being told my size is no longer available (even though website reflects that it is!)…to then getting zero response to my emails! I've emailed numerous times & get no reply!! There is NO PHONE NUMBER so can't speak to anyone! They now have my money and my two right shoes!!! I am beyond fed up! Please don't use them- seems like they're sending wrong orders on purpose - they keep the money & ignore your requests to rectify incorrect orders. That's what AI has picked up and that's been my experience! ********!
1 reviews | Active since Aug 2011
Disgusting level of service -DO NOT BUY FROM THEM
a strong recurring theme is silence once something goes wrong They have my money - 2 weeks since I paid them They claim that one of the 2 items ordered is no longer available They want to keep my money as a credit and haven't returned the money - the second item is not delivered They have gone Silent - ***
1 reviews | Active since Aug 2011
Disgusting level of service -DO NOT BUY FROM THEM
a strong recurring theme is silence once something goes wrong They have my money - 2 weeks since I paid them They claim that one of the 2 items ordered is no longer available They want to keep my money as a credit and haven't returned the money - the second item is not delivered They have gone Silent - ***
1 reviews | Active since Aug 2023
Very Useless shoes and customer service is terrible
These people will give you the run arounds and the quality of shoes they sell is very disappointed bought shoes from them worn only twice and the heels are damaged and one is even out and I have tried to reach out to them but to no avail
1 reviews | Active since Aug 2023
Very Useless shoes and customer service is terrible
These people will give you the run arounds and the quality of shoes they sell is very disappointed bought shoes from them worn only twice and the heels are damaged and one is even out and I have tried to reach out to them but to no avail
1 reviews | Active since May 2011
Shocking service
I recently ordered Skechers Sneakers. The box was damaged when I received it and the shoes smelt damp. I tried the shoes on twice and walked with them in my house. They are uncomfortable and burn my feet. It's not flexible at all and very synthetic. I wanted to return it and got two messages from Shoebox. The one approved my return, the other not. And when I queried the dual messages, Chantal said they were confused. But because I wore the shoes, they cannot resell it. Surely you have to wear something to find out whether it's comfortable or not? And why do you want to resell it? Send it back to the manufacturer. I have been a customer for years, and this is my first return. Absolutely shocked by the service!!
1 reviews | Active since May 2011
Shocking service
I recently ordered Skechers Sneakers. The box was damaged when I received it and the shoes smelt damp. I tried the shoes on twice and walked with them in my house. They are uncomfortable and burn my feet. It's not flexible at all and very synthetic. I wanted to return it and got two messages from Shoebox. The one approved my return, the other not. And when I queried the dual messages, Chantal said they were confused. But because I wore the shoes, they cannot resell it. Surely you have to wear something to find out whether it's comfortable or not? And why do you want to resell it? Send it back to the manufacturer. I have been a customer for years, and this is my first return. Absolutely shocked by the service!!
1 reviews | Active since Jul 2026
Never again!!
Bad customer service !!! Definitely can't match other online stores especially when it comes to returns. Its my first time I ordered and definitely my last . I order 2 sets of boots different sizes , when my order came the one set of boots was incorrect style . I immediately emailed them took the pictures and sent it off , after 3 emails , I finally got a response , I also logged the return and got the label and everything through pargo . Sent it off within 2 days of receiving the boots waited and waited until finally I got a reply to say my return was successfully delivered which was last Monday 20 July . Keeping in mind the person on the other side of the emails hasn't even apologised because they messed up my order , they tell me that dont have that size in the boot I want , I go on the website I see the size on the boot that I want , I had to take the picture of the 2 boots to prove to her that there is a size in that boot . Its the 27th July , after emails back and forth , they still waiting on my return from wherever the boots were delivered to in Germiston . And all we have to do is wait when they decide to reply to your emails . Their mistake but I must wait . 100% not ordering from shoebox online / Dodos whatever the name is.
1 reviews | Active since Jul 2026
Never again!!
Bad customer service !!! Definitely can't match other online stores especially when it comes to returns. Its my first time I ordered and definitely my last . I order 2 sets of boots different sizes , when my order came the one set of boots was incorrect style . I immediately emailed them took the pictures and sent it off , after 3 emails , I finally got a response , I also logged the return and got the label and everything through pargo . Sent it off within 2 days of receiving the boots waited and waited until finally I got a reply to say my return was successfully delivered which was last Monday 20 July . Keeping in mind the person on the other side of the emails hasn't even apologised because they messed up my order , they tell me that dont have that size in the boot I want , I go on the website I see the size on the boot that I want , I had to take the picture of the 2 boots to prove to her that there is a size in that boot . Its the 27th July , after emails back and forth , they still waiting on my return from wherever the boots were delivered to in Germiston . And all we have to do is wait when they decide to reply to your emails . Their mistake but I must wait . 100% not ordering from shoebox online / Dodos whatever the name is.