"Style over substance"

UPDATE: Around 10 days after my original email and after sending a request for a refund in accordance with the Consumer Rights Act 2015, I received an email acknowledging that the company is using a new supplier and that some of the boots made by that supplier have developed a fault. I was subsequently offered a replacement or a refund. I had to be persistent with emailing them to get to this stage.

The boots are advertised as 100% waterproof but on first wear they let water in at the heels. Gave them one more try - same thing happened. Online returns are only for unworn items. I contacted customer services who replied once with a generic email asking me to send a photo (of what - my wet socks?!) and then stopped responding despite claims of a 24 hour response period. Paid £90 for a pair of fashion boots that are not fully waterproof and would like my money back but cannot get a response despite claims of a 12 month guarantee. Save your money and either buy cheaper fashion boots or traditional wellies!

"DARCY BOOTS"

UPDATE AS PER RESPONSE BELOW
How disappointing to be told they admit that by casting short and long boots in the same way, the fit has not turned out the same. The conclusion is still that there is every chance you will not be able to get your foot into a Darcy.

DARCY BOOTS. DO NOT WASTE YOUR MONEY. POORLY DESIGNED PRODUCT. TERRIBLE CUSTOMER SERVICE.

I belong to a dog walking group who have been great supporters of Merry boots. When I saw someone from the group was selling a new pair of Darcy mid-calf boots because they were the wrong size, I immediately jumped on them as having a pair of Bobbi in the same size, I knew they would fit.

Wrong.

IT WAS MORE OR LESS IMPOSSIBLE TO GET MY FEET IN THE BOOTS, AND EXTREMELY PAINFUL TRYING TO WRENCH THEM OUT. The curvature of the ankle is wrong.

I wrote to them with my specific issue. They didn't reply to my first email so I wrote again.

Their first attempt at justifying the boots were perfectly OK was to tell me to stuff them with towels - they will stretch. So I got friends with the same shoe size to try them on as I was told that people have different feet. The friends were not even willing to try to push their foot in.

I wrote to them again, attaching a photo showing where the foot gets stuck. They replied in their first sentence with "Oh no, I am truly sorry for this experience with your pair 😥". This would make you think they are going to address your specific issue.

Wrong.

What followed was a COPY and PASTE that had paragraphs in it which were of absolutely no relevance to the issue.

They appeared to have no interest in my concern, and the final straw was to tell me to "gift the boots to a friend or family member or even sell them on a secondhand marketplace. We appreciate your feedback and look forward to helping you find a suitable solution."

At the price they are selling them, you expect not only quality product that is fit for the purpose, but also a highly trained customer support. You get neither. I have had numerous boots in my life, and each and every pair has fitted and been comfortable to wear.

DO YOURSELVES A FAVOUR - GO BUY A CHEAP PAIR AND REPLACE THEM WHEN NEEDED.

"Absolutely stunning boots and a 5 star…"

Absolutely stunning boots and a 5 star customer service experience too. Boots fit perfectly I’m a 5.5 and went with a 5 after reading advice on the website. I was on a pre order list for the sold out rust colour and so glad I waited as when they came I was so impressed with the quality and style of the boot, they look even better in real life! Carry on the good work merry people!

"Amazing boots and even better customer…"

Amazing boots and even better customer service!

Love the boots and all issues were resolved by their excellent customer service team. Cannot recommend this company enough.

"Not waterproof"

Loved the boots initially, comfortable and liked the style, but unfortunately within 2-3 months of wearing them to walk my dog (not a very demanding use case), they were no longer waterproof. That’s not enough for the price & promise, so I would not buy them again and will now need to buy a new, properly waterproof pair.

"The best boots you will ever purchase"

The best boots you will ever purchase. They do not rub, they do not cause blisters, they are warm without having to wear socks, and they are the most comfortable boots you will ever wear. The colours of which i have acquired many are beautiful and they are 100% waterproof.

"Good but heavy and not good for puddles!"

The boots are a lovely blue colour and seem strong but they are very heavy and not easy to get on. ALSO if you stand in a deepish puddle, the water seeps in through the neoprene elastic on the sides so it defeats the purpose of them being great waterproof boots for outdoor walking!! Ankle wellies are a better option.

"Struggling to get hold of customer services!"

Unfortunately the boots didn't fit, so I requested to return them. The return was via UPS for some reason, despite being sent to me via Royal Mail. I don't have a local UPS point who were able to print the label, so I contacted and they replied promptly and offered me a royal mail label instead. I returned them, but haven't heard anything since... Been trying to contact customer services via email and chat but apparently they're "experiencing long wait times currently" on chat - still waiting 24 hours later, and losing hope of ever getting a refund.

"Rude customer service. Unusable shoes."

Boots are impossible to clean and very easily marked so they’re basically useless for what they’re intended for - transferable footwear that can be used in town or outdoors. Customer service was terrible. They told me to give them away to a friend. Are you kidding me?! They’re nearly £100 and I’m meant to just gift them to a relative and buy more?! When I replied to the customer service rep who hadn’t read my initial message (said she was sorry they didn’t fit.. I never said they didn’t fit) they just ghosted me.

So now I’m stuck with £85 worth of boot I can’t use and a very very bitter taste in my mouth. Never trust Facebook Ads.

"Lovely comfortable boots ..but"

Lovely comfortable boots, sizing is good. But not good in cold, snowy or ice conditions . Very dangerous on ice or any slippy surface. By the end of the day my feet are like blocks of ice, even with the socks from Merry People. So sad as they are very comfy. Waste of money for me,