"Split sole"

After very limited wear and having been very well maintained, the sole of my £300 Dubarry boots split from the sole. I sent photos to Dubarry who said that the problem was due to hydrolysis. The cushion layer had disintegrated due to moisture. These boots are sold as waterproof. Dubarry refused to replace or repair the boots and merely offered 20% off full-price new boots. They suggested a cobbler who could repair them at a cost of £99. They even stated that I was at fault from lack of use of the boots!

Shocking customer service. I have now discovered that this is a common problem with Dubarry boots.

I would give no stars if that was possible. Do not purchase these waterproof boots that fall apart due to moisture.

"I bought a pair of Dubarry Galway boots…"

I bought a pair of Dubarry Galway boots from Burghley Horse Trials in September last year 2017. I wore them for walking my dog and before long I started to notice the leather was splitting on the boots even though I was looking after them properly and using the Dubarry leather cream on them. This is my 3rd pair of Dubarrys over the years and I've never had this problem before. The holes just got worse and worse and I started to get wet feet so I emailed customer service and explained what had happened and was told to send photos which I did. They replied a few days later to say the leather had been allowed to dry out and crack and it was my fault for not looking after the boots properly!! How they can decide this without even knowing how I'd taken care of the boots is beyond me! I don't think anyone who had paid £329 for a pair of boots would then not look after them properly. At that price you'd certainly expect them to last longer than 8 months. I emailed customer services back and explained how I'd looked after the boots and been a loyal customer of Dubarry for years but they would only say it was all my fault and they wouldn't repair or replace them. They offered me 20% off a new pair but there's no way I'll ever buy boots from Dubarry again which I told them. Their customer service is disgusting. They must make a fortune from the sale of Dubarry products but when one loyal customer reports a problem and asks for help and consideration they are not interested. I think it's disgraceful.

"Unacceptable customer service"

I had a quality issue with an item i'd purchased. I emailed them, left it a week-no reply so i rang them. They said to send photos which i did-again no reply so i rang them again. I was told the person who i needed to speak to was on the 'phone and they would call me back today-they didn't so i rang them yet again this time i was told to send a third email to a different email address and she would get back to me today....it is 7pm so i assume another fob off. I have been more than reasonable, always polite and am disgusted at the customer service i have received.