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The shoes got held up in customs and never made it to me. I got refunded for 7 out of 8 pairs I ordered, but one payment never came back. I've reached out to their customer service team five times across different channels and haven't gotten a single response. I'll keep trying to get my full refund, but for shoes at this price point, customer service should be top notch, not nonexistent.

The shoes are absolutely gorgeous, but the customer service is inexcusable. I bought a pair of their heels about 8 years ago and they've held up great, but recently I contacted them about getting the heel replaced. I wasn't asking for free repairs or anything, just whether I could buy a replacement heel or pay for them to fix it. They straight up said no and told me I had to go back to the original retailer. That store wouldn't help either. No options, no alternatives, just a flat rejection. For a luxury brand charging premium prices, this is really disappointing. It shows they don't actually care about their customers long term. The quality might be there, but the service ruins it. I won't be buying from them again and I'd tell anyone considering a purchase to think hard about spending that much on a brand that won't stand behind what they sell.

I'm warning everyone not to order from the Casadei website. They charged me 1253 euros total but only refunded 993 euros when I sent things back. I will never purchase their shoes again. I'm also going to post about my experience on every social media platform I can to alert other customers. This company is a scam.

Probably the worst online shopping experience I've had in a long time. Their physical stores are wonderful and the products themselves are great, but shopping on their website is totally different. You're stuck with express shipping charges by default and then you have to repeatedly bug customer service just to get any information about your order. My purchase sat in processing for over a week with three separate messages to their team and still no real answers. If I'd checked the reviews first, I probably wouldn't have ordered online. It seems they just don't have enough staff supporting their web operations to make it work smoothly. I'd suggest sticking with in-store shopping until they actually invest in their online service. Update: After contacting them again, things moved quickly. My order shipped and arrived within three days. They also refunded my express shipping fee and the box was packaged beautifully.

Placed an order on December 7th and paid a huge amount for express shipping (53 euros, the most I've ever spent on shipping) expecting delivery in 2-3 business days. My purchase was over 1700 euros so you'd think things would actually happen. But it's still sitting in processing with no updates. Customer service phone calls won't go through, and when I tried live chat they mentioned a delay and said they'd check the warehouse. Nothing has changed since then. I've bought from their site before without issues, so this is strange. I checked and the items are definitely available now. Follow-up December 16th: I reached out again and they claimed the order was cancelled because they don't have the product anymore, but it's still on the website. They lied. No cancellation email, no real explanation. They're saying I need to place a new order instead. What kind of operation is this?

I've now ordered the same boot three different times and had it cancelled three times. Each time their website showed it in stock. After the second cancellation I posted a review and a rep named Sam actually called me to apologize. He explained their inventory system wasn't working right on the updated website but said the item was definitely in stock and asked me to try ordering again. That was over 10 days ago. Yesterday I emailed asking why it hadn't shipped yet. Today it got cancelled again. I'm not placing a fourth order.

I wish I'd read reviews before buying. I probably would've gone with somewhere like Outnet or similar. These shoes are beautifully made, but whoever's in charge of the company and staff can't seem to handle basic operations. The packaging that arrived at my door looked like it had been dropped repeatedly and the shoe box itself was a mess. Everything was just thrown in there with way too much crinkled paper. I repurposed all that tissue for gift bags. Support took over 48 hours to respond to a simple question that I ended up figuring out myself anyway and suggesting to them. That should've been my warning sign. They're probably drowning in complaints every day. The actual shoes are nice, but everything else about dealing with them is awful. Terrible presentation, useless customer service - just a complete disaster.

I ordered expensive boots on October 14th, 2024 and I still haven't received an order confirmation or any email from them. The money is sitting on hold on my card. I keep emailing and using their support chat asking where my order is and getting nowhere. They say there's a problem and to wait 48 hours, but it's been 10 days. They won't even tell me if I'm actually getting the boots I need them for an upcoming event. This has been the worst designer shopping experience ever. I'm really frustrated.

Absolutely the worst customer service I've encountered. Other brands aren't anywhere near this bad. They charge 16 pounds for shipping and get this - if you order multiple items, they charge 16 pounds for each one separately. Buy five shoes and you're paying 80 pounds in shipping. That's not how luxury brands operate. Casadei clearly doesn't understand what luxury service means. It's super tacky.

I sent back two pairs of shoes to Casadei and my returns were delivered - I have tracking confirmation from FedEx showing they received them. Casadei even acknowledged getting my returns. But it's been several weeks and multiple emails later with still no refund for the 447.50 pounds I'm owed. All I'm getting are automatic responses now. I'm starting to think the company might've gone out of business. I definitely should've checked reviews before placing my order. I have no idea how they're still operating. This company needs to be flagged.

Ordered shoes on January 27th and a month later I still haven't received them or my money back. Their online team made an error and refuses to own up to it. I've been going back and forth with customer support who keeps giving me different excuses - first saying items are out of stock when they're clearly listed as available on the site. I've had to file a complaint with the European Commission and am considering legal action as well. Over 300 euros gone with nothing to show for it. Never experienced such unprofessionalism from a company. They need to take accountability and fix how they handle their sales.

Bought a pair of their blade heels and the metal heel bent after wearing them just twice inside my house. I'm not a large woman at all, so weight isn't the issue. The heel shouldn't bend regardless of who's wearing them. I was completely upset and when I called customer service they said they'd fix it but weren't clear about whether I'd have to pay for repairs. Never buying from them again.

This is pure fraud. Stay away from this company. I placed an order, got charged, and after five days with no updates I checked online to see that my order had been cancelled. I contacted their support and they said the items weren't in stock at the time I ordered, even though the website showed them available. They told me to wait for a refund in the coming days.

I ordered boots as a gift and had arranged to give them to my friend, but had to postpone our meeting to the 29th. I asked them to send the boots directly to her instead of to me since they hadn't shipped yet. They claimed they couldn't change the address once ordered, but said they'd inform the courier after pickup. They didn't do that. The boots came to my house instead. I requested they extend the return period a bit so I could meet my friend and see if the size worked before sending them back. They refused. Completely unhelpful and didn't understand that if there was a sizing issue, the only solution would be getting a different size. Terrible support.

I can't believe they removed sizes 40.5 and 41 in the flora style. I'm really frustrated about this.