Fairfax & Favor Arvostelua 

My partner bought me some explorer boots last Christmas. The right boot had a line in the leather running down the front. I wasn’t sure what to do but my partner who bought the boots noticed and said that it was a quality issue. Then I noticed that the lining came detached from the heel and was loose inside the boot. Suspecting quality issues I contacted customer services to ask what I should do. They said creasing around the ankle was normal (although this want the issue) and that the detached lining was normal as it was designed to be like a “sock”. They asked for more photos and I couldn’t get a picture inside of the boot to show the detached lining and I was so busy (health, work, mum, student etc) that I didn’t have time to do any more to resolve this. Plus a while back my Boudicas had a stitching problem and detached sole and they took ages and a lot of chasing to be returned to me following a repair - I didn’t have time to deal with this so I left the explorers and just put up and shut up. I didn’t wear my explorers throughout the summer and put them safely in their box with boot trees (they are well looked after). A few months ago I wore them for the first time and had to go through some water and got a wet right foot. Put it down to sweat although I suspected it wasn’t. Then I wore them through a deeper puddle while walking the dogs and my foot ended up wet again - I knew then it was the boot leaking but wanted to make sure I was 100% right. Wore them again - weather was wet and had to stand in a puddle while getting the dogs over a stile and once again I had a wet right foot. Also, I noticed the stitching on my right scalloped edging was coming undone.

I contacted customer services who said to return them and they contacted me to say they could not find a fault. They said the leather was a natural variation of grain (looks awful) and dismissed the sock lining altogether. I forgot to tell them about the stitching so will inform them of this too.

I’m really disappointed - these boots are expensive. I do have another pair of oak explorers that I purchased from refavoured and they are waterproof with no leather imperfections, loose inside or stitching issues.

I have had weird responses from customer services such as let the boots dry out fully between each wear which I do where possible (the right one takes longer as it’s usually wet inside) but sometimes I have them on all day and they are continuously getting wet. I have been told to look after them properly - they are cleaned after every muddy walk and wiped over with renapur often. I find this advice/instruction a bit condescending as I have been wearing different brands of leather country boots since I was a kid and have never experienced quality and customer service as poor as this. I have a pair of Dublin boots that were used for yard work and riding and worn for hours each day and they are still going strong. Am I missing something? I thought explorers were waterproof performance boots that I could expect to wear for many years.

For over £400 I expected more. Fairfax and Favor now have my boots and I’m in dispute. I have really been fobbed off since day one. The boots clearly have quality issues and I have really been ripped off! What is the point of an 18 month warranty when faults are ignored and customers dismissed, insulted and blamed.

I bought my wife a pair of Regina boots. She absolutely loves them and the quality is outstanding. I had reason to contact customer service support on two separate occasions and both times, they were fantastic. Highly recommended.

Fantastic company to buy from! Items arrive quickly and very well packaged to avoid damage.

This is in no way the reflection of the customer service but the product only. These were a birthday present which I've wanted for a long time. Bought via a shoemaker stockist. They have absolutely ruin the back of my heels the first time I wore them, I bled all over the backs. I tried complaining and asking for a solution to be told I needed to give it time. I gave it almost 1 year and they have not softened at all. I have used the inserts to push my feet up which helped but then my toes were pressed against the (very stiff) front and hurting a lot. All in all these are the most uncomfortable trainers and I'm absolutely gutted as this was my initial experience with Fairfax & Favor product. Sadly will be going in the bin as I've had enough of the torture, not worth it.

Charming company to deal with.
Refreshing to have an British company selling British goods to a high standard.
Well done them.

Ordered Regina boots and when they arrived one boot had very creased lining in the form of large air bubbles and scratches on the leather. I immediately returned the boots and contacted customer services when I was advised they would try and quality check a second pair for faults before dispatching. When the second pair arrived they too had air bubbles and severe creases on the lining. They were immediately returned together with an email to customer services. I subsequently received a response from a customer services manager insulting my intelligence informing me that the leather has to have an element of movement to be flexible to allow it to stretch not admitting that the boots were FAULTY. Definitely not a high end luxury product as described by Fairfax and Favor. Unfortunately couldn’t upload photos.

I recently purchased one of their handbags, and I am thoroughly impressed on every front. This is not just a quality clothing company; it's a company that clearly stands behind it's products and genuinely values its customers. Their customer service is superb, it's refreshing to encounter a team that is so friendly, efficient, and dedicated to ensuring the customer is completely satisfied.

I visited the Bakewell store having been told they had a pair of leather Regina boots in my size only to arrive and find they were damaged. I ordered a pair to be delivered, also faulty, I have now received 4 pairs of faulty boots. The first three, I was told they weren’t able to quality checked also them, but was assured on the forth they would be. The forth arrived again with creased linings and this time a dirt mark on the lining. I have given up and requested a refund. For over £400 the quality just isn’t there. The quality control isn’t there, all the staff on the phone do is apologise profusely and agree it’s not correct, but don’t actually do anything. They have sent a £30 store credit (less than 10%) but there seems to be nothing non boot related I could use it for without giving them more money, which I’m very loathed to do in all honesty. Such a shame as they look beautiful bar the lining faults.

Nothing against the company itself but I enquired about the Angelsey Knee high boots and specific measurements for the calf width. I was told they would fit up to a 42cm calf. My calf is just under 40cm so these should have fitted with plenty of room to spare, but they do not. I think the measurements given do not allow for the fact that the tongue of the boot should still be wide enough to cover the front of your leg when the laces are more open for a wider calf - the largest measurements are obviously not taking this into account and just tell you how big the boot is when fully open - but nobody wants skin/leg showing on either side of the tongue! Now have to go to the hassle of returning these. I have to say, they are stunning boots (Angelsey chocolate nubuck Knee High) but they do NOT fit properly when the laces are loosened to accomodate a wider calf (even though the measurements said up to a 42cm calf). PLEASE either be more realistic with your measurements so that we are not wasting our time, OR make these in a true sporting fit calf size. Boots are lovely, but the shoe size is actually on the tight size as well, I would say about a half size too small. I'm a standard size 6 in every shoe I won, but these felt tight. I couldn't see how to leave a review on the product on the website, so leaving one here in case anyone is looking at these boots in particular and wanted an honest review of the sizes/measurements from a real person.

I had an issue with the inner soles lifting in a pair of ankle boots which I’d only wore 4 or 5 times. I contacted Customer Service to see how best to resolve the issue. They arranged for the boots to go off to The Boot Repair Company to be fixed - just had the boots back. All of this was free of charge, no fuss, complete clarity in what would happen - this was definitely an 11 out of 10 experience from an amazing Customer Service team. Plus a shout out to The Boot Repair Company for their part in this

Thank you everyone

I have been a loyal customer for about 9 years now. fantastic products - great range and style. recent experience with customer services was amazing. my zip broke on my boot and they were in 18 month guarantee - quick response received, excellent service

Awful customer service, no response to emails and no help from Chat support. They couldn't care less Avoid Avoid Avoid

Have been buying for years from bags to boots, such great quality and gorgeous designs.

As i wear my explorer boots as an everyday shoe, and have done for two years now,there has been two incidents where the tassel has fallen off and both times i have received amazing customer service and a very quick replacement sent out.

I ordered my first pair of boots from Fairfax and Favor and they arrived with a noticeable scratch on the heel. Not what I expected from a so called high quality brand. Response from customer service was to thank me for bringing this to their attention !

Bought the Reginas in mahogany for my girlfriend and she absolutely loves them. Gorgeous, true to size and very comfortable.

We had a disappointing day where one of the tassels came undone and was lost. I emailed customer services and Jordan replied promptly offering to send a replacement. Very grateful for the warranty and would buy again.

Fairfax & Favor are an amazing company and my most recent purchase was the Hollie jumper. I had ordered a large which turned out to be too generous so I reordered a medium which is just perfect. The customer service provided by F&F is second to none and I will definitely be purchasing again, safe in the knowledge that, if there was an unlikely problem, it would be dealt with quickly and efficiently by this fabulous company. X

Fairfax and Favor have, by far, the best customer service! They come back very swiftly with solutions to any glitch that you may have. I experienced this recently and they were brilliant. Thank you F&F.

Evie Taupe Herringbone Jumper Shrunk After First Wash

I’ve been a loyal Fairfax & Favor customer for over five years, both online and in-store, and have always admired the brand’s style and quality, until now.

I bought the Evie Taupe Herringbone Jumper and followed the care instructions exactly: a gentle wool cycle at 30°C using a specialist detergent. Despite this, the jumper shrank dramatically after the first wash and is now completely unwearable. I even tried reshaping it while damp, but it made no difference.

As someone who lives on a farm and does around eight loads of washing a day, I’m a seasoned washer of clothes; this certainly isn’t my first rodeo with wool. The suggestion that the fault lies with me is insulting and disappointing.

The customer service representative was polite but refused to accept any responsibility, despite clear photos and a detailed explanation. I’ve now escalated this matter twice and specifically requested that it be reviewed by a senior member of the team, yet the outcome remains the same. For a premium brand charging luxury prices, the quality and aftercare have been incredibly poor. For a premium brand charging luxury prices, the quality and aftercare have been incredibly poor.

After years of loyalty, I’ll sadly no longer be purchasing from Fairfax & Favor and will be advising friends and others to think twice before spending their money here.

As part of my birthday we visited Bakewell fairfax and Favor, I couldn’t have asked for better service. I had wanted a bag but wasn’t sure what to buy, the customer service was exceptional and then we discussed shoes as I have a wider foot I didn’t think I could get any but with excellent advice I found a lovely pair of shoes to go with my handbag. I would like to thank the team for excellent service.
Many thanks
Sam