267 reviews
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- Very large
Had a very unprofessional encounter with the manager at Bondi Junction. I rang beforehand to confirm the exchange process/credit note. I was assured that anyone in the store could assist. The whole process became a debarcle with the manager making excuses and then customer service trying to also cover up their unprofessionalism. Their brand is damaged and their products are cheap imports from overseas. Show details
I went to the DFO store in Southbank Melbourne and was served by Sara. She was amazing and her after sales care was a standout. The shoes I purchased I am very impressed with. Show details
- +2
I paid $329 for these Jo Mercer leather boots expecting they would last far longer than they have. After only 12 months of normal wear, the heel has completely failed. The outer material has split apart, exposing the metal pin inside, making the boots unsafe to wear. For boots at this price, I expect far better durability. This isn’t cosmetic wear… Read more
and tear, it’s a structural failure of the heel. I won’t be purchasing from Jo Mercer again. Premium prices should come with premium quality, and unfortunately that wasn’t my experience.
Reviews with attachments
Suede loafers worn say 6 times and encountered green marking caused by the metal tassels transferring onto the suede. In my view, an attached accessory should not discolour the shoe material under normal use, particularly after such limited wear. However, Jo Mercer took no responsibility suggested I seek a professional repair, at my own expense,… Read more
when the issue stems from the product design/materials themselves - no accountability nor offer of even providing say a suede eraser.
Bad design shoes, reached out to customer support and they were so help. Really disappointed won’t bother them them again Show details
I recently bought a pair of $220 patent leather high heels from Jo Mercer. Unfortunately when I opened up the shoes in the box I found a default (little mark) on the leather. I emailed customer service and provided photo evidence of the shoes to them. They replied stating that in their words “This usually happen to patent leather when it is… Read more
scuffed or pressed against something during storage (such as another shoe)” “We are unable to provide you with a replacement on this occasion“. I cannot even begin to explain how terrible their customer service is. These shoes were brand new never been worn, cost $220 and they refused to replace them and now I can’t even wear them. So here I am writing a bad review of their service or lack of should I say and letting everyone else know about it!
Extremely disappointed and appalled by Jo Mercer’s quality of boots and customer service. I purchased a $300 pair of black leather heeled boots, expecting a high-quality, durable product. I wore them once — to my workplace in a clean, indoor setting — and at the end of the day the leather had already scratched and peeled. I was shocked that boots… Read more
at this price point could deteriorate after a single, very normal wear.
When I raised this with customer service, I was told it was "external impact" and therefore not their responsibility — completely dismissing the context in which they were worn. Even worse, after I followed up three more times to ask for reconsideration or even a conversation about exchanging for a more durable pair, I was completely ignored. No reply. No resolution. No professionalism.
Jo Mercer has lost my trust. I’ve been a loyal customer for years and never had issues before, but this experience has been genuinely appalling and greatly disappointing. Poor product quality and even poorer accountability. I expect so much better from an Australian brand at this price point.
Save your money and shop somewhere that actually stands behind their products and their customers.
Latest follow-ups
Terrible Sandals - scuffed only after a few wears. Don't bother contacting their customer support. Their AI chatbot will automatically disconnect and they won't respond to their emails. Dreadful quality.
Follow-up · After contacting the Geelong store directly, the manager couldn't have handled the issue better. She was prompt and acknowledged the defect with the shoes and issued a refund immediately. However, although the first staff member tried to suggest that scratch marks were as a result of 'cleaning', the manager who inspected the shoes saw that no… Read more
I purchased the Vega sandals online and initially really liked them. However, after only 6 weeks, the leather began to show noticeable wear, and then started peeling in areas where there is little to no friction. I reached out to Jo Mercer to raise… Read more
my concerns, but was advised this was considered normal wear and tear, and no remedy was offered. Very disappointed with this response, as I expected the sandals to last longer given the price. Tried posting on the Jo Mercer website but they're only publishing reviews that are 4 stars and above so they're not accurate.
Follow-up · Follow up from the questions; -Size wise; I got my normal size in Jo Mercer shoes so no issues there. - Jo Mercer just describe it as leather. I'm not sure how to determine what exact leather type it was. Their website states everything bar the sole is leather which is right. - the peeling is flaking. Other parts of the shoe the leather is so worn it's showing the underlay. Photo attached.
Positive reviews
What an amazing customer retail experience I had in Booragoon Store on Thursday with the two team members Lexie and Teo. They went out of there way to make sure my shoe selection was suitable for my requirements. I have wider feet and required soft leather comfortable shoes as I am standing on my feet most of the day. It was great to see staff… Read more
that enjoyed working for a brand they represent and having excellent product knowledge. Lexie and Teo are both stars at customer service.
Thank you for your kind response I went into Jo mercer yesterday and bought a pair of beautiful boots and while is was looking for these boots this very pretty and beautiful young lady in the most prettiest grey or blue dress said hi do you need any help I said yes and she gave me a great tour and description of about 4 or 5 pairs of ankle boots… Read more
and her service was just amazing she was so helpful and she took me to the checkout with the boots and I payed for them and I said you have a lovely dress on it’s so pretty she smiled and said aww thank you the she said have a good day and I said the same back I really like her thank you
I like the brand – I’ve bought many pairs of shoes from Jo Mercer. From flats to strappy heels and many in between. I honestly don’t understand these poor reviews. The pricing is reasonable especially as they’ve always got some offer on. Apart from only being unable to refund sale items I’ve always been very happy with this brand. I’m wearing pairs I purchased years ago and I’m about to buy another. Show details
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Negative reviews
Appalling Customer Service!!! I first contacted Jo Mercer on 22nd November 2025 after going into a store to use my store credit, only to be told it had expired. This came as a complete surprise, as my original store credit invoice clearly had no mention of any expiry date or time frame. I even provided a copy of the invoice to support this. … Read more
Since then, I have been chasing this issue for over 6 months. I’ve sent multiple emails and made countless phone calls, all of which have gone unanswered. Not a single meaningful response or attempt to resolve the issue.
The lack of communication is beyond frustrating. Having to repeatedly follow up with no acknowledgment is completely unacceptable. This is some of the worst customer service I’ve experienced — being ignored for half a year over a legitimate concern is inexcusable.
I won’t be returning as a customer once this is resolved as its my money wasted.
I’ve purchased from Jo Mercer a few times, but this experience was disappointing. I bought two pairs during a “buy one, get the second 70% off” sale. The second pair ended up being extremely stiff and tight, even though I ordered my usual size (42). They’re not wearable, so I needed to return them. What’s frustrating is that returning one pair… Read more
means the discount is forfeited, and the pair I keep reverts to full price. The whole reason I purchased both was because of the sale, so it feels misleading to lose the value of that offer when one item doesn’t fit.
I also wore the other pair, which I likely wouldn’t have purchased on its own at full price.
This policy makes it hard to shop sales online with confidence. Based on this experience, I wouldn’t purchase during one of these promotions again.
If I could select 0 stars I would The worst customer service I have ever experienced. Purchased shoes online 7 Weeks ago and have not received. Customer service phone number is constantly on MessageBank only, have left several messages. Have also emailed customer service several times requesting tracking. Have not had the courtesy of a single reply Will never buy from Jo Mercer again.
Recent reviews
Very poor customer service! I bought my girlfriend sandals yesterday - Unfortunately, the address was my old address - only asked to change the delivery address. Customer service number - 1300 855 045 goes straight to voicemail. No one called me back. Been asked by email to redirect my post address - which cost $38. Very disappointed. Never again! Stay away!
BEWARE READ RETURNS POLICY Not that you would think this a concern with such a supposed 'good brand' but, if you don't want to just end up with a credit note, don't purchase, refunds are not their thing!
Shoe size is not accurate. Website does not specify between a promotion and sale. The website allows you to submit a refund request before confirming you are entitled to one. Essentially this leaves you financially penalised for their lack of clarity. I dont recommend these shoes but if you do purchase go through a myer/iconic or similar with a much fairer return policy.
I purchased a pair of shoes for work I had a staff member fit them she told me how comfortable they were so I paid the $249 . The first day I wore them to work I was almost crippled by them I have blisters up and down both feet and all over my toes I would never recommend buying shoes from there they are absolutely terrible. Show details
Disappointed. Will never buy shoes from this brand again. Bought sandals labelled /advertised as Italian leather last season. I even checked with the salesperson that it was in fact genuine leather. She confirmed genuine, Italian leather. After wearing for a season there's no way these are Italian or any kind of leather unless that's coded language for plastic. Never again. Tired of being duped. Show details
The worst company that does not care about consumers. Poor quality items that deteriorated within hours or wear. Then they refuse to refund. only store credits or refusal to refund at all. Have lodged ACCC complaint. everything is always hard. I have never had such a bad experience.
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The shoes were hard and narrow, so I returned them. At checkout, only the promo tag appeared, not the sale tag, so I read the return policy for promos which allows refunds. After submitting the return to my surprise I was notified that the item was classed a sale item and I could only get store credit. That notification only appeared AFTER the… Read more
return was submitted.
This is misleading. Customer service was inflexible, and now I’m stuck with store credit for a brand with hard and narrow shoes. Their shoes used to be nicer, but the quality has declined since Jo Mercer left and new management took over.
BTW, the reviews on their site are powered by Yotpo which the company controls, so negative reviews will not appear. Google reviews are disabled entirely, likely for the same reason. That tells you everything you need to know.
TLDR: Untrustworthy company. Good to know: All sale items at JM are store credit only, even when theyre not marked as such at checkout.
I ordered a pair beige boots, the last pair in-stock online and in store. I received the completely wrong order, which was leopard print heels. When I returned my wrong shoes for a refund, the lady working said she couldn’t track down the pair that I ordered and to try online support. There was no attempt by support to fix the situation, just… Read more
brushed off with a “sorry for the inconvenience”. This was my first experience shopping here and what a let down it was.
Very poor quality. While they look good when you first get them they are Not built to last and are not very comfortable. After only 2 months of normal wear I had to send them for repair as the elastic failed. Then after only 6 months total wear the glue on the sole came apart and stitching of the straps came apart.ove had cheaper shoes that last 4 times as long. I will not be buying this brand ever again.
Pathetic customer service. I wore a pair of shoes once and they started to wear instantly, I was told this was normal wear and tear. After speaking to others, they also have had problems with this issue. Do yourself a favour and don't buy from them.
I am Jo Mercer costumer. I bought a pair of shoes size 38 which is usually my size but unfortunately they fit me large. I attempted to exchange my item from size 38 to 37, but I was informed that size 37 was unavailable. However, when I went directly to the website, I was able to purchase the same style in size 37 without issue, indicating that… Read more
plenty of 37s are in stock. This feels dishonest, and the system seems designed to pressure customers into accepting store credit instead of allowing a refund to the original payment method. I’m very dissatisfied with this experience and will be leaving a review. I won’t be shopping here again.
Broken shoes within 3 months! – I purchased a pair of over $200 shoes in October and contacted the customer service team in January to let them know the heel was coming off the bottom. They told me to take it to a store to have repaired but they only have stores in Chatswood, QVB and Bondi Junction which are over an hour away for me so I had to pay $40 at my local shoe repairer… Read more
which probably saved me in time and money for petrol! Awful experience and don't think I'll ever shop there again. I'm assuming they aren't doing very well considering all their stores are closing!
Quality and comfort has dropped – Quality of Jo mercer has dropped! As a loyal annual purchaser I am disappointed! Last year sizes were too small and this year they feel cheap and uncomfortable! Also when I did click and collect they gave me a faulty pair but they did have good customer service and rectify with a swap at another store more convenient for me! Unfortunately I will be looking elsewhere for my annual summer sandals!
Poor experience all round – Shocking service, they're not up front about their return policy online, staff instore are not helpful, first and last time I'll buy from them, there are much better places to buy shoes.
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