Extremely Disappointed with 24S Customer Service
I’m very disappointed with the way 24S handled my recent order. I received a pair of boots with a damaged sole straight out of the box — clearly a manufacturing or shipping defect. I reached out to customer service right away, expecting a smooth return or exchange process, but instead, they refused to take the item back or offer any meaningful help.
Their responses were dismissive and unhelpful, and it felt like they were more interested in avoiding responsibility than resolving the issue. For a company that promotes itself as a premium shopping destination, this experience was completely unacceptable.
I’ve shopped with many online luxury retailers before, and none have handled a clear product defect so poorly. I will definitely think twice before ordering from 24S again, and I’d advise others to be cautious — because if something goes wrong with your order, you might be on your own.
Reply from 24S
EDIT 14/10/25
Bonjour,
We thank you for taking the time to provide us with your contact details.
After verification with our Customer Care Team, in your initial contact on July 14th, there was no mention of a defect in the sole of the boots. We proceeded with the return based on the details provided at that time.
Upon receiving the returned item, our Quality Team found signs of wear on the soles that did not correspond to a manufacturing or shipping defect, and that made the item unsellable.
As stated in our Terms of Service, items must be returned in their original condition to be eligible for a refund. Therefore, we proceeded to return the boots to your home, where they were received on October 10th.
We understand your frustration, but we must adhere to our Terms and Conditions to ensure fairness for all our customers.
We invite you to consult our Terms and Conditions on our website for more details regarding our return policy.
We thank your for your understanding and we remain at your entire disposal for any further information.
Kind Regards,
24S Customer Care Team
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Bonjour,
We thank you for your feedback and we are sorry to hear about your disappointment regarding your recent experience.
We take all comments very seriously, and we regret that your purchase did not meet your expectations.
To be able to assist you further, could you please provide us with your order number and contact information?
Thank you for bringing this issue to our attention.
We remain at your entire disposal at bonjour@24S.com in the meantime.
Kind Regards,
24S Customer Care Team