R.M.Williams Castle Hill

I walked in ready to buy a pair of my favourite boots. I was not greeted with a smile and then I was asked to present my medical information. When I asked about a trying on two boots to decide which one would be best to purchase I was asked if I had socks. No I do not carry socks with me. “Sorry we don’t have any clean socks”, was her reply. 3pm and they have already run out of clean socks?!!

I would like to provide constructive feedback to RM Williams in the hopes that they can enhance their product quality. Let me make it clear that the staff at the Castle Hill branch were delightful to deal with and were not accountable for the issues I experienced.Although my Chinchilla boots were finished before the expected timeline, they were delivered with subpar finishing. One of the shoes had an exposed screw, while the other had an untidy edge, as shown in the attached image.Upon returning the boots for a remake, I was informed that RM Williams had exhausted their burnished leather supplies, resulting in a three-month delay. After an additional six weeks, I was given back my original boots with new heel stacks.Despite the difficulties I faced, I was pleased with the compassion demonstrated by the staff at RM Williams Castle Hill. I have decided to grant them another opportunity and will wait the six weeks for my boots.It is important to share both positive and negative experiences with others. After receiving my boots, I have upgraded my review to four stars. Although there is a minor bulge where the screw was previously visible, the boots are otherwise wonderfully crafted.

Came in to be fitted. Great service from the customer service rep. Ended up getting the dynamic flex

I have previously purchased from this store over the years and have always been happy with the service. I went in today regarding an issue I had with a pair of boots and I have to say I was amazed with the service. In this era where customer service seems to be so forgotten in face to face retail it was a breath of fresh air to have someone resolve an issue in such a happy and efficient manner. Well done!

I am currently looking for a new pair of boots and was quite prepared to purchase a RM Williams pair of boots. At the $600 price tag, I was quite surprised by the aloof service.I requested a size in a pair of boots, not available, no interest in what style I would like either. When I requested to try on another pair, I struggled to even get my foot in. There was no attempt to measure my foot to determine which shoe would be best suited for my size and width of my feet. Not wanting to damage the new boots, as the assistant provided no guidance on how to get them on, I gave up and left.I have purchased a pair of boots for my husband online, and thought I would get a better in-person experience. I am quite capable of buying these shoes financially and am shocked that the sales agent didn't take me serious enough or cared enough to find a pair best suited for me. Disappointed. I really want to support an Australian iconic business - but with this service and pricing, I don't know how this business can survive.

I purchased my pair of Craftsman shoes from this store and developed a bit of an issue near my toe.I spent the week thinking what would happen if I was notable to fix this. I also read a lot of negative reviews about this store. Nevertheless, I called up the store in the morning and the lady assured me that she will look into this if I came to the store with the shoes.she was extremely polite.I went to the store with great apprehension but was treated very courteously by the staff by the lady in the store. They fixed my issue with the shoe and I am so thankful to the staff and can't thank them enough. Great experience.

Just bought my first pair of RM Williams this week at the Castle Hill store. The boots are a classic, great quality, comfort and sophistication. Our shopping experience was made even more delightful by the friendly and knowledgeable Soniya. Thank you for an amazing service! I'm definitely coming back.

Today I took my mum to buy some boots. Sadly we were served by an extremely unhelpful and unenthusiastic staff member who really did not seem like she was happy to help at all. When asking for other colours her answer was just simple ‘no, we don’t have it’ and she just stood there and watch on as my mum tried the boots, making no comments or suggestions as to why she should get them. We almost left the store purely because of the service, however, really liked the boots and just bought them based on this alone. For a high end store I would really recommend ensuring all of your team members are trained properly to sell and help with your customers purchases. On a positive notes the boots are great!

I have bought three pairs of shoes from R.M.Williams so far, and few clothing items - but the customer service at this Castle Hill Store is pretty average. Especially the guy with the beard! (sorry I had to point out). He saw entering the store and looking at the shoes, but never even bothered to come and ask If he can help! Well - I came for the quality shoes and not the service so I left with my stuff. Customer service really needs to be improved at this store. I would spend more than I currently do on their products with a bit of TLC.

Cameron provided great customer service and was very informative five stars