New & Lingwood

I have shopped at this 'elegant' London West End Store for 30 years or more. They have 2 branches one in Eton one on Jermyn Street. They used to be very high end with upper level pricing but not exorbitant. I have a variety of classic shoes sourced there and in the past they were all good the calf leather lasting for ever. I believe their shoes were made by Cheaney's. Standards have dropped and there has been criticism of outsourcing, cheapened shirts and suits. My own experience is with the last two pairs of shoes i bought there, The first black Oxfords cracked just next to the toe cap stitching and split. This long before the first pair of soles were in need of replacement. The second pair were classy brown brogues. Long before even the heels needed replacing, perhaps after wearing only 20 times, the soles parted company with the uppers and I had to take the shoes to my shoemaker to have them repaired at a cost of £40. Before doing that on two separate occasions I took the shoes back to the shop only to be given the brush off. They no longer stand by their products. I asked two shoe manufacturers what they would have done and they responded that of course they would have replaced or repaired.

Ordered on line. Needed to return the item. Directions for how to return using DHL were wrong. Had to find my own way to get it to DHL. Then they never refunded me. I questioned the delay and they said they left out a step in the process. Really? They don't know how to issue a return successfully? Still haven't seen the refund!