Extremely disappointing-no shoes, no refund and terrible customer service
order number 0000023400 I am extremely disappointed with my experience with Gina Shoes. I purchased a pair of shoes which I never received. The tracking showed that the parcel had been left outside at an unknown location without my authorisation, and despite this, I have ultimately been left with neither the shoes nor my money. I contacted Gina Shoes and was initially told that they had raised a complaint with UPS and were investigating the matter. I was asked to wait for an update, which I did. I followed up repeatedly, but after initially communicating with me, I was left waiting with no meaningful resolution. The customer service has also been extremely poor. No one answers the phone, and I had to keep trying repeatedly just to get through to someone. Emails were also left unanswered for over a week. For a customer who has paid for an item and never received it, this level of communication is completely unacceptable. I eventually had no choice but to open a PayPal dispute. PayPal has now closed the case in the seller’s favour because Gina Shoes provided the tracking information. However, simply having tracking information showing that a parcel was supposedly delivered does not change the fact that I never received my shoes. What is most frustrating is that I feel I have been passed between Gina Shoes, UPS and PayPal, with nobody actually taking responsibility for the fact that I am the customer who has lost both the item and the money. I am now left with no shoes, no refund and no real resolution. For an expensive purchase, I expected much better customer service and accountability. This has been an extremely frustrating experience and, based on how this matter has been handled, I would not feel comfortable ordering from Gina Shoes again.
By Muneeba N.
Response from Gina Shoes· Sep 10, 2026
Dear Muneeba, We are sorry to read your review and completely understand how frustrating it was for your order not to arrive as expected. As your parcel was recorded as delivered by UPS, we were required to raise a formal investigation with the courier before we could determine what had happened. Unfortunately, this process took considerably longer than we would have liked, and we appreciate that the wait was frustrating. We would, however, like to clarify that this matter has now been resolved and a full refund has been issued to you by GINA. We are sorry that your experience fell short of the level of service we aim to provide, particularly in relation to the communication you received while the investigation was ongoing. We have raised these concerns with our delivery partner and are reviewing how cases such as this are handled going forward. With kind regards, GINA Client Services – London