Ace Marks Reviews

Got a pair of Chelsea boots from Ace Marks for Christmas. Didn't try them out at work until after the 30-day return window was done. Turns out they're incredibly uncomfortable and I just can't wear them. Sent customer service an email asking about returning them and got nothing back. Can't say I'd recommend either this brand or this company. I posted a negative review on their site and it disappeared. Pretty shady if you ask me.

Ace Marks messed up on their end with inventory, but they made it right by offering me another production batch and possibly swapping in a rubber sole instead of just giving me a standard refund.

They've got return and exchange policies in place, but they don't act like jerks about enforcing them. Turned out to be really fair and worked with me no problem.

I contacted customer support asking for specs on replacement laces for my Black Leather Dress Sneaker. They gave me exact measurements: the laces are one-eighth inch diameter and seventy-five centimeters, which is about thirty inches. I bought laces based on those numbers and when I went to swap them out, I realized I actually needed forty-eight inches. That's a sixty percent difference and the laces were completely wrong for my shoe. This mistake cost me extra money and put me in a time crunch because I have a business trip in early December and now I'm scrambling to find the right size. What makes it worse is that customer service had my entire order history and could've checked the actual specs for my specific shoe instead of giving me generic wrong information. For a company selling high-end Italian dress shoes, I'd expect better training and an actual database of accurate product info from their customer service team. Hopefully they get this sorted out so it doesn't happen to anyone else.

My wife bought me some shoes from this brand as a gift for about $70, thinking it wouldn't be a big deal if I didn't love them. Honestly, I really liked them right away. Fast forward two months of normal wearing and the stitching started coming apart. I got in touch with support and they texted me pretty quick asking for pics, which seemed promising. But then they claimed these weren't their shoes because the sole didn't have a logo on it. I literally showed them a screenshot from their own site with the exact same sole without any logo, and they still wouldn't budge. Basically said if you didn't buy directly from them, they don't stand behind their product quality. In the end, I guess it's lucky I only spent $70 and not $260, but these aren't shoes I'd buy from again.

The whole experience with customer support was absolutely terrible. On top of that, they refused to let my negative review stay on their site. This is completely unacceptable.

So glad I looked up actual customer feedback before buying. Turns out all the reviews say terrible things, so I'm definitely staying away from this company. Really wanted to grab a pair of shoes from them too, but thanks to everyone posting honest reviews, you saved me both cash and hassle.

Can't even comment on the shoe quality since I placed an order two months ago and haven't heard anything, not even a shipping estimate. Update as of late March: finally got a response from the company saying this is actually a pre-order item, but I can see tons of people already have them. When I ordered, there was zero indication this was pre-order or that it would take three to six months. I'm shocked they responded at all, but I want this canceled. If they can't even give me a narrower timeframe than three to six months, it doesn't work for me because I needed these for a wedding. Just found out they're doing a partial refund and partial store credit since it's been over thirty days, but nothing on their site mentions anything beyond the thirty-day return policy. This company seems sketchy to me.

Absolutely terrible customer support. Sent back several shoes because the sizing isn't consistent. The returns people were buried in work and after several months they're claiming they never got the shoes, even though delivery records show they were signed for. The shoes themselves are just okay, but the service is absolutely awful. I have text proof and emails showing they got my returns, yet they never sent replacement shoes even though they asked for my size and said they would. Never gave me a refund either. It's just absolutely terrible.

Don't order from these guys, seriously. Getting a return done has been an absolute nightmare. They wanted twenty bucks just to start the return process, then said it needs to get approved first. I've called, texted, and emailed them like crazy over the past week and nobody will respond to actually send me the return label I already paid for. This whole return experience has been awful and I can't get my money back. Just skip this company.