Shortlands 34 High Street, Banstead SM7 2LS

"Great staff very helpful gorgeous shoes boots and bags . I bought a pair of nice boots on sale too, this morning."

"Pushy sales staff, refused refund on shoes returned within 48 hours unworn. Apparently it’s their policy not to give refunds. Not made clear at point of sale because I would never have agreed. I’d avoid this shop if I could unfortunately I now have to spend a credit note. Absolutely awful customer service."

"Tried to return a pair of boots my mother purchased a few days earlier because they were too big ( she did try them on in the shop but later decided they were too big when she tried them on again at home), I provided the receipt and original packaging but was told they DO NOT GIVE REFUNDS and I could only have a credit note which is for three months only. I asked for a smaller size but they did not have this either and was told not much winter stock left and no ankle boots so I could not even exchange them. this is daylight robbery. My mother is 90 Years old and unfortunately she made an error in purchasing the larger size and which she felt she was bullied in buying by the assistant. My mother has been going to Shortlands for over 20 years and has never asked for a refund. Do not bother buying anything from this shop which has gone downhill."

"Excellent service in the shop especially as I tried on a large number of shoes before buying two pairs. Also ordered pair of boots which they didn’t have in stock in the size needed. Good variety of shoes but beware you cannot get a refund if you change your mind. Also if you order in a product as they haven’t got your size, unlike Clark’s where you can have the item refunded in store immediately, having had to pay up front + postage you lose the postage money and can only get a credit voucher which is harsh considering they will then put the item back in stock."

"I purchased a pair of shoes (non sale) on 6 August intending them for a wedding 2 days later. As it happens, I changed my mind about my wedding outfit and did not wear the new shoes. They remained in the packaging until I returned the shoes to Shortlands less than a week later. I was aghast to learn that even though the shoes were returned in the original packaging with the receipt, their policy is not to give a refund. Come on Shortlands, this is hardly customer service and quite unrealistic. I was granted a credit note with a 3 month deadline - from the date the shoes were purchased, not even from the date that the shoes were returned! Outrageous in my opinion. The manageress also seemed surprised that I was not going to choose another pair there and then but I did not feel I wanted to be pressurised into buying another pair at that time. I left the shop, thinking that actually I will never ever enter that shop again. I've got enough shoes anyway!!!!"