I bought Red Valentino boots in Illum Shoes (2nd floor) for DKK 4.500. After two days one of the metallic buckles, holding the strap on the boot, cracked. I went back to Illum. The customer service was bellow average and it felt like I was an irritating problem for them. I got the metallic buckle replaced the same day however. One month after the incidence another of the buckles cracked. Now I had lost the confidence to the boots and wanted my money returned. What seemed to be a teenage clerk said that it would not be possible and twisted the problem saying that Illum needed to take my shoes for an undefined period of time in order to evaluate whether they could fix it themselves of send it back to the supplier. That meant that I was now without boots and without money to buy another boot?! Double problem. I made sure to express that I needed footwear by calling them and went back a few days later to find out about the progress on their decision. After 10 days I got my boots back with a replaced buckle (that took them 2 min. to replace the first time it happened). After having owned the boots for 2,5 month the thread and sewing between two pieces of leather broke and I went home with an open boot and wet socks. I called Illum and insisted in talking to the manager and explained the long process. The same evening I went back to Illum (for the 4th time) with the boots and the process of getting my money returned was quick.
Review by Rogelia4 years ago
Illum is based on a long history of fashion and quality. I went to Armani on second floor and got excellent service - and the James Bond smoking I was looking for!
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