Paul Carroll Shoes - Burswood

Not happy with after sales service at DFO. The young lad who served me was wonderful when I bought a pair of boots to accomodate my ankle which I broke earlier this year - needing boots with 2 zips and laces to get my foot into the product. I was very happy until a piece of metal hardware fell off and was lost whilst being worn 2weeks later. I returned to the store - cut a long story short; I have the boots sitting in the corner of a room.I was referred to Mr Paul’s nephew, who after publicly arguing with me. After quite some time and a lot of persuasion he did offer to get a pair from Burswood - but was intent on serving his current customers first.He blamed my feet - 2weeks wear on someone with 6 pins in their foot - How far did he think I had walked? He also gave me his knowledge of shoes and the family history, he was blaming me and tried to blind me with science - which he actually didn’t (but I didn’t react). He also told me the boots are from Germany and he couldn’t just go there and get a part. He suggested I run around (with my walking stick) find a boot maker who had 4 pieces of matching hardware to fix the boots and return the receipt to be reimbursed.I wanted a replacement of faulty goods.Not a verbal stand off. I told him that I didn’t have the time to sit there any longer and argue - I walked out feeling publicly insulted and with no boots to wear - due to my injury. He did not care, even though he had told me he had given me good customer service.For the record my family history is in the shoe industry too - my uncle was a shoe designer and in his day designed shoes for the official uniform for English sporting teams….. non of which is relevant to needing my shoes replaced under consumer rights and good business practices.

Worst customer service ever. 1 staff member running around but only capable of serving 1 person at a time with 2 other staff chatting in the glass office for the entire 20min it took us to get served and another on mobile phone laughing and joking with person on the other end. The shoes are quality and that is the only reason we put up with it and they got 2* and not 1

Good selection of shoes including special requirements like orthotics, etc. Parking out the front. Plenty of sale items. They also offer Afterpay

The staff were friendly, professional and helpful. Lots of gorgeous shoes that were orthotic friendly.

First time to visit their store today and I was quite overwhelmed with the wide variety of shoes and sandals to choose from. The experience was great as I was left alone to look around, and was later on assisted by Pamela who was really very helpful and patient. Surely will suggest this store to my friends and will be my go-to place for my next ones. Thanks Pam!

Great service by staff. Thank you.... I didn't manage to buy a pair of shoes however as I have very difficult narrow long foot. After fracturing my foot earlier this year it makes it even harder. But staff tried hard to find a sneaker that fitted.

I took my friend who is 83 y/o. Vision impaired, and has very narrow, difficult to fit, feet. I cannot recommend this Paul Carroll outlet highly enough. Kristen, our sales assistant, deserves a medal!Thank you Kristen for your patience and help. You knew your stock. And when needed went the extra mile to source an item from another outlet. Your efforts were totally appreciated. Management, give this young lady a raise.I lost count of the number of pairs of she's we tried on. Four pairs were chosen.

I went today to exchange a pair of boots that were too big and received the best help. I'm a trans girl trying to come to terms with social transition and to have the help from the gentleman at Burswood shop without question and making me feel happy and comfortable was everything i was very scared to to go in there to try on girl shoes but it all just felt normal i'm very happy. Also i love the shoes great quality from anything else i have bought before :)

Purchase some shoes for work this afternoon at the Burswood Paul Carol needed a black sneaker so happy with my purchase. The customer service impeccable. This shop is my favourite place for comfortable shoes

I ordered some shoes online for my mum and entered the incorrect email address. I called the customer service line and quoted my order number. I was absolutely blown away with the level of service Tracy provided. Not only did she resend the email almost instantly but my mum received her shoes in 2 days! She absolutely loves them. Really high quality shoes and amazing customer service. I will be back - thanks again Tracy!