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R. M. Williams
R. M. Williams Customer Service Phone, Email, Contacts

R. M. Williams
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www.rmwilliams.com.au
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2.2 13 Reviews

R. M. Williams Complaints Summary

4 Resolved
9 Unresolved
Our verdict: Engaging with R. M. Williams, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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R. M. Williams reviews & complaints 13

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5:55 am EDT
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R. M. Williams Returns service at RM Williams

Subject: Urgent Refund Issue with RM Williams - Request for Resolution

Dear Complaints Board,

I am writing to you after numerous unsuccessful attempts to resolve a refund issue with the RM Williams team. We have encountered significant delays in receiving a refund for a pair of boots that we returned on the 2nd of May 2023.

Although we did receive a refund for a shirt we returned on the same day (2nd of May 2023), the refund for the more expensive item, a pair of boots priced at NZ$799.00, is still outstanding as of today's date. This delay in refunding our payment has caused us considerable concern.

We followed the proper procedure by sending the boots back to RM Williams using the NZ RM Williams Label they provided. Despite adhering to all the required steps, we are distressed by the fact that we have not yet received our refund.

We kindly request urgent attention to this matter. We have demonstrated considerable patience, and we expect prompt resolution and an update on the status of our refund. Furthermore, we would like to know when we can expect the amount to be credited back to our card.

We greatly appreciate your swift response in assisting us addressing this issue. A prompt resolution will greatly contribute to restoring our faith in the RM Williams brand, which we have always held in high regard.

Should you require any additional information or need us to take any further steps, please do not hesitate to contact us.

Our desired outcome from this communication is a prompt refund amounting to NZ$799.00 for the pair of boots. Additionally, we request a confirmation email that details the completion of the refund process, along with assurances that such issues will not recur in future transactions with RM Williams.

Yours sincerely,

Return label: RMA: TK118452848NZ / REF: AU0001758070 BARCODE: TK118452865NZ

Comfort Craftsman boot

B543K_B2FGCP10_

Colour: Tanbark

Fitting: Men: G - Regular

Shoe Size: RMW 10.5 | US M11.5

Qty: 1

Status: Shipped

Track Order: 2164940016580001NAP000AN

NZ$799.00

Nga Mihi

Thanks & Kindest regards,

Dr. Sharon Awatere

74 Avondale Road, Taradale, Napier 4112, NZ.

Desired outcome: please refund

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2:07 pm EST

R. M. Williams Gift voucher replacement card

I emailed 3-4 days ago without a response. I am very disappointed as my friend has been dealing on and off with RM Williams for over 12 months on the phone to try and get a replacement gift card that we gave to him as a gift. The value is $600. I purchased the gift card through Velocity E-store Purchase ID [protected]. I lost the receipt of purchase. Although, I have proof of purchase through my velocity and to your staff has advised that the voucher was still valid (due to covid) and they could see it hasn't been used. This is the second email that I have sent now, I didn't get a response to your first. I would like to be contacted to talk this through as I have clear proof of purchase. Veleocty E-store could not provide me with a replacement recpiept and told me to go direct with you. We have been going around in circles for a while now. Can someone please contact me on [protected]. Or email me. Can this please be escalated to management as I am that frustrated that I will take this matter further to consumer affairs if an appropriate response is not received. A prompt response will be appreciated. Thank in advance.

Daniel Deleo

[protected]@angloitalian.com.au

[protected]

Desired outcome: Gift card to be replaced

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6:10 pm EDT
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R. M. Williams Double charged for boots

I bought six pairs of boots online from RM Williams during an online sale. I was charged for six pairs. I eventually kept two pairs and send the rest back to RM Williams through their Auckland store. They posted the boots for me. RM Williams refunded me for three pairs but refuses to acknowledge that they still must refund me for the 6th pair. I supplied full visa statements as proof. I have been waiting months for my refund. Customer service has been a disaster and the person on the line was extremely difficult to deal with. I have been waiting for the manager to get back to me and they don't return my emails. I have been a very loyal RM Williams customer for two decades. I am so angry I may never buy any products from this company again.

Desired outcome: refund of double charged boots

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Is R. M. Williams legit?

Our verdict: R. M. Williams's operations, reviewed by Complaints Board, reveal a mostly legit stature albeit not without reservations. This assessment encourages users to navigate R. M. Williams's offerings with a discerning eye, especially scrutinizing the fine print and any user feedback closely.

R. M. Williams earns 64% level of Trustworthiness

Good Credibility Notice: R. M. Williams rated around 64% by Complaints Board. Generally safe, but exercise caution in information sharing.

We found clear and detailed contact information for R. M. Williams. The company provides a physical address, phone number, and 2 emails, as well as 2 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Rmwilliams.com.au has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Rmwilliams.com.au has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

However ComplaintsBoard has detected that:

  • R. M. Williams protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to R. M. Williams. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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5:03 pm EST

R. M. Williams Returns/Refunds

I recently placed an online order for RM Williams Comfort Craftsman. The boots arrived but did not fit (never worn). I mailed them back and received an email confirmation they were received and accepted but I never received a refund. I've been trying to reach someone at RM Williams by email and phone but have not been able to reach anyone.

This is not what I expected from such a reputable company.

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11:33 am EST

R. M. Williams Returns , impossible to make contact with anyone

I appreciate lockdown has caused problems for all retail sectors but RM Williams provide zero support or customer service. The store in Soho has a recorded message saying they will not be answering the phone as the store is closed, fair enough but no email or suggestion of how to make contact.
Tried Bond Street, same problem !
I have posted a pair of boots for a refund and clearly there will not be anyone available to take delivery, it is impossible to contact anyone - what terrible lack of support for customers surely an email address or contact details should be given. Especially so soon after Christmas when many people I suspect will be looking for exchange and refund.
Nicola Hood

Desired outcome: Talk to someone !,

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1:37 am EDT

R. M. Williams replace zip for my boot

Around 11/07 or 12/07 of this month, I took my pair of RM Williams boots to replace the puller on the zipper on one boot.
I was given a written quote for $25.00 to replace the zip. I accepted the quote and gave the boots to the shop assistance. I was given a receipt that clearly shown a $25.00 for the zip replacement. I told the shop assistance that I will be back the next Thursday to pick my boots and also to order another pair.
When I went in on 18/07/19, the male assistance that attended the previous week on unavailable. A lady attended to me and she checked her logbook for my repair order. She then said the boot is not ready but the price will be between $220 to $250. I ignored what she said because she was not the person who originally quoted me.
I got a missed call from the shop the next day and a male on the phone told me that the repair cost is $250. I asked how can it be when I was quoted $25.00 and now you demanding $250.00. A ten fold increase. I told him that I'm not going to pay $250.00 to change a zip when I paid $500 when I bought new.
I again received a call today(30/07/19) saying that my pair of boots are back in the shop and or me to retrieve them.
My questions now are
1) can a shop not honoring a quote that was agreed upon.
2) what is my consumer's right?

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9:23 am EDT

R. M. Williams boots and clothing

Hi, i'm a long term rm follower - own 7 prs of boots and multiple clothing items. I have run into many issues with my boots. Needless to say, i'm quite pedantic with my boots and 5 of my pairs have gone back to rm for repairs (some on multiple occasions). One of my rm jackets have gone in twice. While the store staff (canberra) have been super, your customer service staff at hq have been useless. I don't do this usually, but dealing with kylie martin - product returns/repairs has been unresponsive to say the least. I have sent her multiple emails and got nothing back. I also advised her that I would be taking my concerns to a public forum. Perhaps someone who can do something about my issues can speak with kylie, review the issues (there is a complete email string) and then get back with me.

Thanks in advance...
Aj

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Update by AJrm
Jul 03, 2019 9:24 am EDT

This issue relates to RM Williams

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5:35 pm EDT

R. M. Williams Dreadful customer service, advice and fitting then refused to replace with correct size boots

Bought a pair of these from the New Oxford Street store in London.

My feet had been measured in the store and I was advised I needed a 9.5, G fitting.

Two hours later I noticed that the left boot was pinching my feet and becoming uncomfortable. When I returned home my foot was visibly sore and red.

I called the store immediately the following morning (Friday) to ask if they had a wider fitting available in stock and that I may need to change the boots as they did not fit correctly and I had been sold an incorrect size.

The store manager informed me he did have another pair and helpfully put them aside . I returned to the store on Friday to report this.

My feet were measured again at your store and your sales assistant informed me that my feet were definitely wide and required a W fitting.

I had returned the boots in their original packaging, in excellent condition with the receipt from the previous day.

RM Williams said they would not replace them with a correct fitting pair because they had been worn outside, despite them advising on the incorrect size in the first place.

They emailed Australia and got this response from the general manager there. Absolute disgrace for a premium product.

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10:27 pm EST
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R. M. Williams rude customer service

My husband went into this shop today, he wasn't getting any customer service when he walked in and was looking around, normally the staff come up to you and ask can I help you with anything! He also got spoken to really rude like basically his money doesn't matter. I really don't like it how people on that side of the counter can speak to us how ever they like but once I'm on the other side I will get in trouble. He was also put down because of his build. I don't appreciate their attitude we wont be returning.

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Ruth and Kevin
Orange, US
Dec 29, 2014 10:51 pm EST

Oh your husband must be a poor baby that he cannot stand up for himself and needs his wife to fight his battles for him. Why can't he write his own review, was he sitting on the couch crying because he was treated "rudely"?

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5:31 pm EDT
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R. M. Williams Not honouring promotion

I sent the following to RM Williams as I believed I was eligible for their promotion and they have refused point blank to honour (I also have a receipt):
John,
Thanks for coming back to me on this matter. I have looked at your website and cannot see where it states that they must be purchased from a participating stockist. I deal with Goulburn Produce and they are able to supply me with my RM boots (and have done in the past) – why would this not be eligible?
As a long term RM wearer, boots and other merchandise (as well as supporting your brand through corporate promotions with Waratah Fencing in my role as National Manager), I would be very disappointed to miss out here.

His response -
Bruce,
Our website did have the terms and conditions of the promotion and a list of participating stockists but these have been removed as the promotion finished for the Retail division on the 27th July.
All of the local advertising on TV included a list of participating stockists with comments of see in store for details. Radio also had the comments of see in store for details.
Goulburn produce would be well aware that they are not participating.
Unfortunately as they are not part of the promotion we cannot honour your request. This would be totally unfair to the stockist who is supporting the promotion in your area.

The communication trail clearly shows my enquiry and then disappointment on John’s decision on this matter. It is more the principle of the matter rather than the actual coat that concerns me. As a customer of RM Williams I truly believe I am entitled to the free coats given.
They call themselves an Australian company - this attitude is unaustralian! My email is [protected]@onesteel.com

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1:04 pm EST
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R. M. Williams leather sole warranty

I have only had my RM Williams boots for ten months and worn them for 4 to 6 months 3 to 4 days a week, already one boot has a hole through the sole as big as a ten cent coin. The other boot is fantastic and the leather is solid with no sign of wear and tear. What gives? Boots are $395.00 what happened to quality? Warranty? Never topey sole which i haven't as it is against RM Williams policy but they told me that 10 months is normal for a sole to last and that i would have to pay $100.00 to re- sole ? Expensive boots for low quality and no warranty. I have cheaper leather shoes, with leather soles that have lasted years before even showing any sign of a hole, which i have worn on a daily bases . I think for a boot of quality and a name like RM Williams there should be some backup on quality control or at least stand by their product and offer a full resole at no cost if within 12 months. Rob, At least 12 Months.

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Sosco
, AU
Sep 01, 2017 4:23 am EDT

Agree 100 %
Over priced and lacking quality, purchased my $350 boost in Feb 2016 and had to have the heel replaced 4 months later. Now 18 months after my purchase I have to have the soles replaced. After taking them back to the store, I was told that 18 months is the standard life span of rubber soled RM Williams.
If I had known that, I would have bought Blundstones !

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3:52 am EDT

R. M. Williams non delivery of order

i ordered and paid for a pair of boots from the rm williams store at melbourne airport duty free.
i paid by american express us$327/68- on wednesday march 5/2008.
invoice no-ol-022-glof, receipt no-[protected]
abn no-[protected];site no.-[protected]

i have no news of my shoes-i have tried without success-to contact the store on phone.
thank you

nagesh sharma

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5:19 am EDT
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R. M. Williams Terrible company

1.On Feb2 08 at the Collins st store of RmWilliams we put in a pair of boots with perfect custom handmade tapered elegant heels to be re-soled(the heels were perfect and unworn). The heels were ADMIRED by the staff in the shop as they were put in. The staff was interested in how we got RM's to do this special heel on them... ($100 for resoling). Weeks later the resoled boots came back, with the heels replaced with standard harsh craftsman heels.

I traveled into the store again, asked for the heels to be tapered as were the original. Weeks later, boots came back with a minimal taper at the center back, not the proper tapered & minimally higher heel as I described and as were on them originally. THIS HAS NOT BEEN RESOLVED. The boots are spoiled. Fine for farm work but not for the city. The shop blames the factory. I believe the shop did not do the paperwork properly nor bother to listen or note what we clearly asked for. The shop has NOT helped in any way or taken responsibility.

2.On 2 feb, at the same time, ordered and paid in full($100 EXTRA to do it it person!) for boots to be made and the heels to be copied from this pair of rmwilliams boots which we were putting in to be resoled.

IT is now 4 MONTHS SINCE I PAID THE $100 PREMIUM TO COLLINS ST and my boy has not got his new boots which RMWilliams told us would be made with 3 or 4 weeks. This is appalling. The shop has been arrogant and lazy in not specifying what was needed for the 2 pairs of boots.

We are return customers to Collins st. RMWilliams and long term customers of RMWilliams. We have been treated very badly. The shop keeps promising the boots will arrive. I have spent a lot of time complaining and driving in there and so on, also major complaint to the company in Adelaide and was told that I would be phoned by the factory which did not happen.

I dread how the new boots will be heeled. I do not want to go thru the whole episode again. Be warned. Get something better in writing from the shop if you order, give minimal deposit. The ordered boots were the most expensive an d I paid for it all in advance.

We have been ripped off!

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Struan
, AU
May 11, 2019 9:05 am EDT

https://www.rmwishop.co/-ezp-4.html

The above link is seeling RM boots at very low prices adn seems to link to a Hong Kong Company when reading terms and conditions. This link was on a Face Book page.

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Glenn Nelson
, US
May 01, 2019 5:52 am EDT

Ordered a pair of RM Williams from this person on Instagram and it's a fraud. Sent a scarf instead. No reply from email

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Glenn Nelson
, US
May 02, 2019 4:56 am EDT

Ordered a pair of RM Williams from this person on Instagram and it's a fraud. Sent a scarf instead. No reply from email

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Marty Te
, AU
Feb 12, 2019 5:26 am EST

No so much a complaint more disappointed, I am a long time wearer of RmWilliams products, pants, boots, belts, jumpers the lot. I have purchased over the years at least 30 caps and now all of a sudden they don't seem to fit right. Is looks like the stitching at the front has changed and they wrinkle up. Looks like I have to find another brand.

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Eric Marks
, AU
Jan 22, 2016 2:13 am EST

I have to admit that I love their boots and will always buy them as I have not had issues with them HOWEVER their new range of jeans (made in Pakistan) and other products are absolute rubbish. Save your money and go else where. I have spent thousands of dollars in the past for R M Williams products and have a wardrobe full of "Australian" made shirts, jumpers, moleskins and jeans. If you are lucky enough to find any of these products with the Longhorn logo, it is safe to buy as it is a quality AUSTRALIAN made product. The rest would be better displayed and sold in Target or Lowes. Come on R M Williams. Don't ruin a proud AUSTRALIAN brand by selling cheap sweat shop rubbish at ridiculous prices

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JohnFlan
Mudgeeraba, AU
Mar 01, 2015 7:58 pm EST
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I purchase a pair of craftsmen from RM Williams Robina March 2013, less than 2 years later the leather has torn, when I went back to RM Williams at Robina I was told by the surely idiot there that "its just one of those things and there is nothing you can do about it" so to my mind if RM Williams was manufacturing high quality for their very high priced leather goods there would be something that could be done about it. Not impressed with eithe product quality or the poor service.

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nedkelly2
, AU
Nov 23, 2013 3:05 pm EST

RM Williams need to get their customer relationships to a new level. Their level of communication is very very poor and harsh replies are often the norm. My RMs had a lot of the surface leather come away, apparently a common problem, but they will never acknowledge this. I submitted my boots to one of their stores it and months later after they went in for assessment they wanted $150 to change them over. Dont get that? The so called quality failed to last, the product was substandard ( they had only been worn a few times), the damage was not due to overuse or wear, and then they refused to change them over unless I came up with a huge amount of folding. Very Verry poor customer relations, and verrry very unhappy. I will never buy RM Williams boots again. I agree totally with the poor followup by this Company. One pays $425 now for a pair of boots and once you walk out the door bad luck if anything goes wrong.

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Work boot
Brisbane Metro Area, AU
May 27, 2011 2:28 pm EDT

RM Williams make fine boots, but not at the same level as R.E. Tricker's, Alfred Sargent, White's Boots, West Coast Shoe Company, Viberg, etc.
I've had custom made shoes from all these brands, and RM Williams was by far the most difficult to work with:
They were unwilling to do most customisations which were easily accepted by the other factories, including two-tone options, different rubber sole options, mid-sole layering, boots height, etc.
The staff at most stores also had little idea of boot anatomy or building, and couldn't comment much on the tannages of their various leathers.
Would love to keep supporting a local company, but they really must pick up their MTO and custom-made game!

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Quality over crap
Melbourne Metro Area, AU
May 19, 2010 7:18 am EDT
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Chinese boots far superior to RM Williams.! What a joke. The Chinese have made a big mark in many textile areas where price is more important than quality but RM Williams boots are legendary the world over for their quality - they are never likely to be beaten.

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shoeman
Melbourne, AU
Jul 30, 2009 1:21 am EDT

Some chinese boot makers are coming out with boots far superior to RM Williams. I found the quality of leather was far far better and and the craftmenship was superb. Times are changing...

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R. M. Williams contacts

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Website

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