Very unhelpful customer service. I contacted them about faulty sandals and they wrote a glib reply telling me they can’t lodge my complaint because I didn’t buy from the Birkenstock website.

They have no idea where I bought them as I didn’t yet provide any purchase information.

Even if I did buy them elsewhere they are responsible for replacements after 30 days of purchase.

So unfortunate that a good product such as this has terrible after sales service.

Below is the reply I received when I sent them images of the faulty footwear. At no point did I say where I purchased them but they seem to just assume I didn’t buy from the website (perhaps as a way out of taking responsibility…)

You will notice the lack of a basic understanding of consumer law and the refusal to address the real situation. This attitude is standard these days with so larger companies.

“ We regret that you have found it necessary to submit a complaint about a BIRKENSTOCK product.

Unfortunately, for logistical reasons we cannot process your complaint, as the item was not purchased in the BIRKENSTOCK Online Shop.

To resolve your query please contact the shop from which you purchased the item. A sales receipt is normally required for this.

When you purchase an item in a shop it results in a contract. This contract includes an obligation to process any complaints.

Thank you for your understanding. Have a good day.

Best regards,
Melania Brown”