Very helpful staff assistants who didn't pester me when trying on the shoes (as often happens with shoe purchases). The cashier actually sprayed the shoes for protection without me even asking. Th... See more
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Review summary
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Reviews shaping this summary
All staff are extremely helpful and polite , I travel over from Cheltenham and I am never disappointed I always seem to find what I want in this lovely shop . I brought the Padova trainers in a lov... See more
Fantastic service, the product was just what l needed. The staff were so helpful and knowledgeable that l would recommend anyone with a very small sized feet to check out the products. I will definite... See more
I was in a hurry - needed smart black shoes for a black tie event (I’d forgotten to bring a pair with me). Assistant was great getting me several pairs to try (I have odd sized feet). Store wa... See more
Company details
About Jones Bootmaker
Written by the company
Expertly Crafted Footwear Since 1857
When our founders Alfred & Emma Jones first opened the doors to their shop in London over 160 years ago, they unveiled a world of fine craftsmanship for you to discover. Fast-forward to today and we are still crafting beautiful shoes that remain devoted to our fine shoemaking heritage, just updated for the demands of today. As a family-owned, British footwear company we are committed to bringing positive change to the world around us, just like Alfred & Emma once did. We are proud to be a carbon neutral company and since 2018 we have donated over £2.5 million to our charitable Foundation.Jones Bootmaker Est 1857
Written by the company
- We Are Carbon Neutral!
- We’re committed to making radical changes for the future of retail, that’s why we are the first major UK shoe retailer to achieve the Carbon Neutral International Certification. Working in partnership with One Carbon World, a global source partner of the UN Climate Neutral Initiative, we are taking a responsible approach for measuring, reducing, and balancing our carbon footprint, as such we are supporting a 21,298-hectare reforestation project in Uruguay.
FREE Standard UK Delivery £125 & Over | Express Delivery Available | Easy Returns | Free Delivery To Store
Contact info
Northminster Business Park, YO26 6QU, York, United Kingdom
- helpdesk@jonesbootmaker.com
- www.jonesbootmaker.com
4.5
Excellent
31K reviews
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At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Shoes were much too big despite being…
Shoes were much too big despite being the same size as I have had many times before.
Clearly been worn multiple times in store so returned. Such a shame I liked the colour of the shoes alot.
20 April 2026
Reply from Jones Bootmaker
Hello,
Thank you for reaching out and sharing your experience with the shoes from your recent order.
I’m very sorry to hear that the shoes were much too big and that they appeared to have been worn multiple times in store. I understand how disappointing this must be, especially as you liked the colour a lot.
We take feedback like yours very seriously and will look into this matter to ensure it doesn't happen again.
Please do reach out to us directly if there is anything further we can help you with.
Our apologies once again for any disappointment caused this time.
Kind regards,
Leanne
Jones bootmaker
We were greated professionally
We were greated professionally and quickly, I was helped by Grace who was polite and dealt with my request promptly. I asked if I could collect my purchase at a later time and this was also dealt with professionally
25 April 2026
Unprompted review
Very helpful & friendly staff
15 April 2026
Looking good
Whilst I haven’t actually worn my trainers yet they look and feel great. I’m hopeful that they are as comfortable as they feel on my feet. 🤞
19 April 2026
Very lovely staff unfortunately no blue…
Very lovely staff unfortunately no blue shoes in my size I settled for beige
22 April 2026
Very helpful staff assistants who…
Very helpful staff assistants who didn't pester me when trying on the shoes (as often happens with shoe purchases). The cashier actually sprayed the shoes for protection without me even asking. The gentleman assisting gave me advice on where to possibly source a matching handbag.
All in all, a very pleasant experience.
22 April 2026
Seriously diabolical customer service.
Seriously diabolical customer service.
I purchased a pair of shoes on 31st March 2026 which did not fit costing £63.
They were delivered on 2nd April 2026 & I returned the shoes on the very same day via Evri (their chosen courier).
Over the course of the next #2 weeks I emailed a number of times to ascertain when I would receive my refund & was told I needed to wait for #14 working days!
I eventually received email notification that the shoes had been received back into Pavers (Jones the Bootmaker support helpdesk) on 17th April & was advised that a refund would be 'processed shortly'.
As of today's date, 24th April 2026 I have not received my refund.
I have opened a complaint through PayPal (my chosen payment method) and, Pavers (JBM) have until Monday 27th April 2026 to respond... no update as yet apart from an email from Pavers (JBM) on the 18th April 2026 saying they would be unable to process my refund due to the complaint I had actioned with PayPal but, if I closed the complaint they would then be able to refund me.....?
Obviously due to their abysmal customer service I didn't feel that they would expedite the refund efficiently therefore, I am waiting for PayPal's verdict after the 27th April deadline.
31 March 2026
Reply from Jones Bootmaker
Dear Miss Coady,
Thank you for reaching out and sharing your concerns with us. I truly understand how frustrating this experience must have been for you, and I want to sincerely apologise for any inconvenience caused.
Regarding your refund, I can confirm that once goods are returned and scanned into our warehouse, it can indeed take up to 14 working days for the process to be completed and the refund to be issued. This timeframe allows us to carefully handle the returned items and ensure everything is in order before processing your refund.
However, I must also inform you that because you have opened a PayPal case regarding this order, we are unable to issue the refund directly until the case is closed. This is a standard procedure to ensure secure and transparent resolution for both parties. Once you have closed the PayPal case and let us know, we can immediately process a manual refund for you on the very same day.
Please do keep us updated once the case is resolved so we can expedite your refund without any further delay. We genuinely appreciate your patience and understanding throughout this process and regret any distress this has caused.
If there is anything else I can assist you with, please do not hesitate to get in touch.
Kind regards,
Nadine
Assistant in Victoria branch is…
Assistant in Victoria branch is excellent, very high level of skill. Very helpful.
Thank you.
14 April 2026
Fabulous service.
21 April 2026
Danny at Bluewater store
Danny at Bluewater store, what a star! Love this place. They sell decent shoes, always pleasant and have time for you. Good old fashioned service, traditional and modern footware.
23 April 2026
Unprompted review
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