August 2025 by Roxana Andros
Really disappointed with the experience at Schuh Brent cross. The staff clearly don?t know how to provide proper customer service, it felt like they were just there to get paid, not to help customers. There was zero professionalism in the way they spoke to me, and the store felt more like a playground than a retail environment.
I went to collect an order and was refused the item because I didn?t bring ID. That would be understandable if the email or text had actually mentioned that ID was required, but it didn?t. I showed both messages at the counter and still got turned away. If bringing ID is compulsory, then state that clearly in the collection confirmation.
It?s not just about the policy, it?s the rude, unhelpful way it was handled. A bit of basic customer service training and clearer communication would go a long way. Not impressed at all
July 2025 by Paul Gernon
Appalling treatment at Schuh Brent Cross ? discriminatory, abusive staff
I had a shocking experience at the Schuh store in Brent Cross when I went to collect an online order my wife had placed. Despite showing valid ID and explaining that the payment was made using a virtual card via Apple Pay (which changes the last 4 digits for security), I was accused of theft by a man claiming to be the manager. He was rude, unkempt, and completely ignorant about how modern payments work.
When I asked to raise a complaint and requested CCTV, he stormed off. As I sat waiting, a female staff member?who also claimed to be the manager?approached me aggressively, falsely accusing me of filming the back room. I wasn?t. She then shouted at me to stand up. I calmly explained that I?m disabled and can?t stand for long periods. She responded by saying I wasn?t disabled, ?just fat.?
I was completely humiliated in public and reported the incident to centre security. Even then, the same staff member continued shouting and behaving erratically in front of them.
No one should be treated this way?let alone someone with a disability. Disgraceful.
July 2025 by TAHA AJMI
The manager is not professional at all. I provided the last four digits of my bank card for verification, but she insisted on seeing the physical card, which I believe is unreasonable. I hope someone explains to her that a bank card is private information and should not be shown to just anyone.
July 2025 by Burcu Cansiz
Just left the store in Brent Cross didn?t catch the managers name however she was so so helpful not just her but her whole team, slight issue finding my clock and collect order but they sorted it out so quickly and I left with everything I ordered. Such a lovely smiley team really appreciate it
June 2025 by Sera Stern
The machine in Schuh ( which is mean to to protect the shoes) is a scam !!!!The man who is a manager on Friday in Brent Cross branch who has brown curly hair is absolutely disgusting and rude . He treated us with such disrespect . They ruined our shoes and wouldn?t give a refund . The biggest favour you can do for yourself is not step foot in the store as they will not refund you .
June 2025 by Nehmat Kaur
Really badly managed store
May 2025 by Jeremy Silverman
All good, but shoppers please note the store is not located at Unit 8B, but at the Fenwick end of the mall.
May 2025 by Stella Andrews
I went to the store about a week ago regarding a purchase I made. However when I went into the store, the indian girl working there who was chubby and had long hair, was just playing on her phone the whole time not acknowledging the other customers. This is poor customer service and needs to be addressed by their manager.
April 2025 by Dounia Rashid
The store manager lacks competence and does not even know how to treat customers fairly and nicely. Very rude and approached me in an aggressive manner so if he does this to customers who are purchasing from the company and how does he treat his staff ? I bet they?re all depressed and stressed out and so scared of him. He even refused to give me his name.
April 2025 by D Smith
Horrible service from staff here. They were unhelpful, chatting between themselves and not acknowledging me when I was standing there waiting to ask for a size.
March 2025 by Layla Hakeem
Need to answer their phones. What?s the point of having one when no one ever picks up ??????????
February 2025 by Fatema B
staff were super helpful especially a specific girl called Maria or Mariam (couldnt quite hear) was so kind to assist me even though they were minutes before closing, so kind of her to help me, also the hijabi girl there was really nice too! hope this gives staff more recognition in their work and attention they give!
Thank you again!
January 2025 by Fatima Zahra
Maria was fantastic, she helped me find the right size shoes for my kids, while she was very friendly and professional, I give her service 5 stars.
January 2025 by Batoul
Both of the guys working there were very racist and rude , i kept following the guy and asking if they have what i want in store through picture from online store but they kept saying one sec and ignoring what i wanted. This is really rude ! Eventhough the store wasn?t that busy
November 2024 by Mac Giovanni
Really helpful member of staff (Maria) who was patient and full of advice. It?s so nice to find a person who has a good vibe around them as well
