Now that I've had my Mocs for a short while, I'm still all in on a 5 Star review. They've broken in quite easily, and feel great on my feet. I look forward to wearing them even more as warm weather returns. read more

Russell W C Moccasin - Leather Goods Near Me - Berlin, Wisconsin

Absolutely horrible experience with this company. As others have noted, their customer service is abysmal. I ordered an incredibly expensive pair of boots, took several months to get them, and when they arrived they were at least 1.5 sizes larger than what I ordered. Thought that it was a mistake and that I had received somebody else's boots, but there it was stamped on the inside of the boots. Also not thrilled with the rather thin leather uppers even though they were "expedition" boots, and the overall construction and fit are no better than other moc-type boots, including Asian imports. All at a truly epic price. There are NO REFUNDS on boots that are ordered from them. You can only exchange them once for a different size, for which you will wait several months to a year to get. Won't ship overseas. Can't get a hold of anybody - you get an answering machine when you call. read more

I was fitted and ordered a pair of shoes at SEWE in 2021. It took a little over a year to receive them. I was told it was due to the company transitioning ownership. When I received my shoes, they looked nothing like the sample I saw in person. The quality of stitching was poor, the sole was much thinner....The shoe looks malformed. Now that they have transitioned, the quality seems lower and the price seems higher. In my opinion, RM had a very high quality product for a specific niche. Now it appears they are following Filson's lead, to be all things to all people. Typically the quality suffers. I have contacted RM about my displeasure with the customized order and have gotten no response as if their customer service has gone to hell too. If this is the new Russell Moccasin, I am through with them. I miss the old one already. read more

I would not buy from Russell. Unfortunately, I didn't see all the Yelp reviews before purchasing (but returning) a pair of $670 stock boots. Here are the facts about customer service: -The Contact Us page on website goes to a 404 error page. -The FAQs page on website doesn't answer any questions, just has a long letter from the CEO about company changes. -The phone number listed on website goes to a "voicemail box that has not been set up." -The instructions for returns on website simply say to email returns@russellmoccasin.com. -I never got a response from anyone at Russell via email until AFTER I had managed to contact someone through Instagram and complained. -Time between communications was 2-3 days--and I often only got responses after emailing two times and expressing concern. -Tracking indicated my return arrived at Russell early on a Tuesday. I got a notification that a refund had been issued on Friday--but only AFTER sending multiple emails to follow up on refund status. As for the boots: -Nice leather, nice construction -Comfortable footbed -Poor fit. This is why I returned the boots. The dimensions were way off, imo, as though the cobblers are working with a poorly dimensioned last. I probably would have exchanged the boots for a different model or size and tried to find the right fit, but the apparent lack of organization and customer service discouraged me from doing so. I know Russell's claim to fame is that they've been making boots since the 1800s, but they won't be making boots much longer if they continue to operate as they currently do. It's 2023. People are accustomed to much better communication and service. read more

The leather quality is good but the boots are NOT worth it. The worst customer service ever. I hunt a lot and was so excited about the boots...I drove 3 1/2 hours so they could fit me and that way...no mistakes I bought 3 pair...in Oct 2020 and literally just got the last pair today!! 2 1/2 years later. One pair is too big...one pair hurts across the top of my foot...and Who knows about the last pair. And trust me when I say....they don't care my honest advice is just buy a nice pair from Cabela's and save a lot of time and money I hate leaving bad reviews but please stay away from Russell boots!!! Ps....now I hear they want 1500$$ up front just to measure and keep you on file....that I am not sure about.... Needless to say I don't even wear mine at all....live and learn read more

My husband has wanted some Russell boots our entire married life. For his birthday I drive him up to the store as a surprise. He picked 2 pairs that he wanted. The store could only find one boot of each. I paid the full price and the store said they would send them to us when they found the mates. After a month, we contacted them and they said they were still looking. After 2 months and a lot of disappointment, I asked for and received a refund. It was a miserable experience. I can't recommend them despite their vaunted reputation. We were treated badly., read more

Due to the way that they talk to their customers, the poor workmanship, and the deceptive business practices, I say, "STAY AWAY!" I took my moccasins to the their store to be resoled. My shoes originally came with the "heavy boar hide sole" that is still listed on their website. What I received was something quite different, and the workmanship was very shoddy, as shown in the photo. The new leather seemed to match the top of the shoe. The boar hide wore very well, as I had worn the moccasins for almost two years before I needed to have the soles replaced. After they were resoled with the different leather, they only lasted about three months of indoor use, as it was late December to March. I called to ask why they put the inferior leather on my shoes. I was connected to Bill, "the person that handles repairs." He said that they don't use the boar hide anymore, and that they use what they in stock to resole the shoes. I called back to ask why they still advertise the boar hide on their website, as it was the reason that I made my original purchase from them. I wanted something that would last a long time. The condescending woman that answers the phone for them at (920) 361-2552 sent me to Bill again. She couldn't comprehend what I was trying to tell her. I mentioned I already talked to Bill. After a few attempts of trying to get Bill to answer the phone to talk to me, she finally understood. She then confirmed that they no longer use boar hide, and that they should change their fraudulent advertising. She didn't offer any remedy for the inferior product that they tricked me into purchasing. I think that they should have told me that I would be getting a different product, and a very inferior product, when I paid them to have my moccasins resoled. read more

Russell W C Moccasin - Leather Goods Near Me - Berlin, Wisconsin

For many businesses, on line reviews tend to be rather unfair. For for custom or specialty items, reviews are rarely posted by satisfied customers; They are often posted by those who are dissatisfied, for reasons often of misunderstanding rather than real issues. Russell Moccasin is a shoe factory, not a retain store, one cannot hold it to the same standard as Payless shoes or Walmart. one goes to Russell for custom fit, hand crafted footwear. I went to Russell Moccasin Co. about 5 years ago and bought a pair of boots. I have worn them every day since and other than an occasional oil treatment, they have been maintenance free. the tops still look like new but it is now time to replace the soles. The boots have kept my feet warm and dry in all weather. They are both comfortable and attractive. I would rather pay $500 for a pair of boots that last 5 years or more, than $200 for a pair of boots that will need to be replaced every two years. Great boots, great people. read more

Shoes don't fit. Sent them back. Still don't fit. Sent same shoes back without any fix. Were not what I wanted, not the color, not the shoe. Will never spend money like this on Russell Moccasins. I think Mr. Russell died. read more

Let me start by saying I own five or six pairs of Russell boots/shoes. I LOVE the boots but the customer service is absolutely the worst I have ever had the misfortune to experience. It is shocking to drop $500+ on a pair of boots, have an issue, and basically get blown off. As I said, I love the boots but will never buy another pair due to their absolute lack of care post-sale. Luckily, I have enough of their footwear to last me into my grave and beyond. Do yourself a favor and look somewhere else. read more

I am 40 years old and for the first time in my life I have proper fitting shoes. I was born with a deformity and am very hard to find shoes that fit. I drove 5.5 hours to get fitted and the whole experience including the wait were awesome. I was told 10-12 weeks to complete the order and they came in at one day shy of 4 weeks. As for the other less than great reviews, I offer a thought. 1898! That's the year they started making boots. Great companies have a hard time making it 50 years. I speculate that there are hundreds of happy customers that have been wearing their boots since before the internet was invented and therefore are unaware of yelp. I'll update this post in 10 years to review the boots...I'm confident they will still look great. Thanks Russell read more

If you like uncomfortable, over-priced footwear that is very late in being delivered and backed up with poor customer service this is the place to go. Ordered custom Turkey Hunting boots. Given estimated shipment date. When it was late I messaged them and simply asked for a status update only. I was told about terminations, deaths, and sickness of the whole store and that they would get to me. Received boots many weeks later than expected and it was now after hunting season so never really wore them. Next season put them on to break in. They are painful and squeaky. Wore a couple of hours but they were awful and could not be used. I tried again later and they squeaked still. It was a loud squeak on all the leather. Contacted Russell Moccasin and simply told them they squeaked and that their website did not address how to resolve such an issue. I nicely asked how to make the squeak go away. That's all I asked. They asked me to send the boots in to be looked at by a certain person there. I did so along with a note explaining the squeaking and a request to give me an ETA for the return of the boots because I wanted to use them for a trip. 10 days later I get a check in the mail for a partial refund and a 3 sentence, smart aleck note saying they would not be remaking them. No explanation or anything else. I never complained one iota. Never asked for a repair, a replacement, or a refund. I simply asked what to put on the leather to stop the squeaking. Their total customer service consisted on writing me a condescending, unprofessional, note with an insulting check accompanying it. I kept every written element of these interactions that 100% supports everything I'm saying if they ever lie and try to say different. read more

Interesting little store in Berlin, WI, my husband stopped here to get measurements for custom made shoes. I didn't go in but waited for almost 40 minutes while this process took place. The exterior of the building is unimpressive, it does have a private parking lot. I'm unsure of the options for shoes but I can tell you they are VERY EXPENSIVE. It takes several months to receive the finished product so I can't really speak to that either but will update the review when they arrive. read more

I should have heeded the cautionary Yelpers below. Eight follow-up emails by me (five responses from Russell Co. all confirming my order), sixteen weeks, two letters of written correspondence via snail mail later...I just received word that they were never able to fulfill my order in the first place. And their apology couldn't have been more flip. Again: Sixteen weeks. I'm not easily surprised by bad business practices, but this company actually left me stunned. read more

I met with the Russell folks at the Safari International show in Feb. They spent a bunch of time measuring my feet, talking to me about my options, etc. I paid a lot for the boots - around 500 and had to wait till July to get them. When I got them, they did not come close to fitting me. I called up Russell and they were great about trying to help me, set me up with a local store that could re-measure me and had me send the boots back to try again. That was August. December now and I just got boots back for the second time. Was so excited to get some great boots that fit well. Nope. Boot fit was better, but not even close to as good as I can buy in any store. I think I'm going to return them and look for a refund at this point. All the folks at Russell have been great, but two fitting sessions, two sets of boots made, and ten months of waiting to have a pair of boots that fit badly is barely worth one star. Really disappointing. read more

If you have never commissioned an article of clothing or footwear to be made I suggest that you do not proceed with ordering from Russell. However if you are experienced in having clothing and shoes/boots made for you Russell is typical of the wait and customer interaction you will get at most bespoke tailors. (including suits from Mayfair in London) Many Savile Row tailors get the same type of comments from people who think that just because they are paying to have an item custom made for them that the services will be quick and the fit will be perfect as soon as you receive the item. Russell is over one hundred years old and they have made boots, shoes and moccasins for a virtual who's who of the world's big game hunters, sportsman, and celebrities alike. The first pair of Russells I had made took six months to complete and they did not fit when I got them. (sounds bad right?) Except I am extremely difficult to fit with very narrow feet and I never visited the Russell factory to be fitted by them. With bespoke tailors you need to go back for multipal fittings to ensure that the item you've commissioned ends up fitting perfectly. (even then I have gone back to Savile Row tailors for a few adjustments after they finished.) With few exceptions Russell does not have the luxury of being able to have their customers back for multipal fittings. Now that they have my measurements I can order most anything Russell offers and I will receive a hand made pairs of shoes, boots, or moccasins that will last me, most likely, the rest of my life. If they ever make something that a customer does not like they will remake, adjust, or give a complete refund. I love Russell and will be a customer for life. read more

If you are a baby boomer looking for some expensive kicks to harvest some Rhino tusks to decorate your foyer, these are the boots for you. If you expect boots to show up reasonably on time (their stated timing, not Amazon Prime nü world expectations), leather colors to match photos on site, boots to fit well, or a tracking number, these are not the boots for you. Months after ordering, your boots just show up. If you happen to be out of town for a few days and it rains. It just rains all over your new boots in their flimsy cardboard box, with zero packaging. Save yourself some heartache, just get some Quoddys. Seriously, these people will go out of business and blame a lot of stuff. The old generation isn't letting the new one innovate, or the new generation doesn't care. Also if you try calling and expressing concerns, you get a Soup Nazi response. If the boots were as good as the Mulligatawny, maybe they could get away with it. Listen to the other Yelpers. read more

I've had nothing but excellent attention and excellent boots since my first pair in 1969. You guys must be in a Red Wing state of mind.

I've been buying from Russell since 1998. I was fitted for my boots by their folks at a hunters convention. My shoes and boots have all fit well and required little break in. I'm still using my two original pair of boots; a set of African PH boots and their high country hunters. I've usually waited 16-20 weeks before delivery, never any other issues. I have read a few of the other reviews. I think A few of you need to realize that Russell is NOT Nike or Red Wing. YES one has to wait for an extended period before delivery. IF you were not properly fitted/measured, your boots may not fit perfectly. The process can take time and may take more than one pair of footwear before you are fitted correctly. I can live with the price, the wait times and any other issues as the final product is worth it. Compared to the VAST majority of garbage footwear out there, most of it Chinese with GLUED on soles and major components...Russell is a step back into the past when craftsmanship and quality mattered. Not simply turning out junk that soon falls apart. Russell is worth the wait and the price. read more

I had ordered a pair Art Carter Chukka's and was excited thinking I was getting a nice custom fit but unfortunately it never happened. After the first two times I actually saw them at a trade-show and thought we could get it done but I finally just got tired of paying shipping cost to send them back and kept them . They were kind of close but nothing like I expected and in addition to the shoe cost I paid another $100+ in added shipping cost. The materials used are fantastic, the people were very nice but the fit never got there. I think it was one of the most disappointing experiences I've had with a purchase and a waste of money that I couldn't afford to waste. For someone of a modest income its a lot of money to put out there for a "maybe". By the way my first shipment took five months and another eight months in going back and forth. read more

I ordered my shoes in June of 2012 and was promised that one pair would be done in September. I called in the beginning of October to question why I had not received my first pair. I was informed they forgot about me! Now they committed to having them to me in November. My shoes finally arrived on December 3rd. They looked great the craftsman ship was excellent but they did not fit. Not even close!! When I ordered my shoes I drove an hour an a half to get to the store. They measured my feet two times! Here is a little tip for the folks at Russell Moccasin; Don't lie to your customers, honor your commitments and pay attention to detail! I am returning my shoes for a full refund and canceling my remaining order. What a waist of my time this has turned into read more

I own more than 10 pairs of Russell's, 4 for personal wear and the rest for work. At work I cover up to 30 km across prairie, canyons, river valleys and creek crossings...rattlesnakes everywhere. There are very few hiking boots I have not tried over the last 20 years. Previously I had never met a boot that would last more the a few short months, some were destroyed in a single day. Russell's are built to last and perform...I've never before met a boot that I could wear all day in complete comfort, feel the earth but not the rose bushed, feel the cool of the water but not the wet. It's the moccasin design, brilliant. Do yourself a favour, if you have any interest in a lifetime shoe/boot just ignore the one stars here. If the price is too high go to eBay for your first pair read more

My experience as a Russell Moccasin Co customer was entirely positive. I ordered chukkas from this company in early 2012. I sent the diagrams and specifications which they required...and a few weeks later a representative called me with a question. There was a waiting period...I expected this...when my shoes arrived they were not exactly what I expected so I called...a secretary directed my call to the owner of Russell Moc....and this owner talked to me for about 20 minutes. He suggested that I try these shoes for two weeks...said that I could return them if I still did not like them. I never did return these shoes...I wear them and I enjoy them. The leather responds well to polish and conditioners. I've been pleased with these shoes. Cecelia Clarke read more

I ordered a pair of custom boots in January and still don't have them. They arrived once already and I had to return them. My friend ordered a pair too and they did not fit either. So much for custom fit. I am really disappointed and they were expensive too. Never use them again. My advice is to stay away!!! read more

I have not tried the custom fitting service (yet) but purchased a pair of Mountain PH boots in Horween driftwood leather from the website sales list. These are absolutely fantastic boots - completely waterproof, very well made and beautiful. I can honestly see these lasting a lifetime. read more

At the suggestion of several friends that I do some Sporting Clays shooting with, I went to Berlin to the Factory and was fitted by the owner. One of my friends ordered in March and was wearing his boots in July. I was fitted in April and so far I am out over $500 and no boots. I called on my ship date of Sept 12 and nobody could even find my order. I was told by two different women that they would call me right back. Of course no calls back. I finally got the owner on the phone and found out nobody had even started on my boots yet. I ordered their most popular boot, paid in full, waited the 20 weeks, and have had to be the bad guy on the phone just to get anyone started making them. These were ordered for a hunt I had in October which came and went without the boots I had specifically ordered for. I have no idea if or when they will show up nor if they will even fit when they do. Unless you have the patience of Job and money to throw away, I would not do business with this company. read more

The boots I sent back on April 1 for resoling and refurbishing, came back on April 13th. The original estimate for the work time was 3-4 weeks, as you can see, just shy of 2 weeks. The work was 100% to my satisfaction. Russell Moccasin Co. has always been my boot maker and will continue to be for all future orders. Their work and service is outstanding as far as I'm concerned! read more

I bought a pair of Russell Moccasin Airship moccasins less than a year ago. They're my 4th pair of Russell Moccasins and I have one pair of boots that's almost 30 years old and are as good as new. The airship moccasins, however, have been an incredible disappointment. In less than 3 months, I managed to wear a hole clean through the sole (and that's without walking on cement). Russell (Bill) "kindly" offered to knock $20 off the price of the re-sole and mentioned that the new leather is better than the leather they used previously. Really? Instead, I had a very thin Vibram sole put on that has worked very well. Now, the stitches that connect the wraparound sole to the sides are coming out. Rather than dealing with Russell, I'll have a cobbler re-stich them. Needless to say, this is the last pair of shoes that I'll buy from them and I urge you to go elsewhere. Quoddy is in the same price range and infinitely better made and more responsive to customers. read more

Astonishingly bad experience. I will stick to major facts and limit my editorial comments to save space. I placed an order in early January of 2013. As I intended to travel to the Russell Moccasin facility in March to be measured, it was suggested by a RM staff member, that I order in Jan to "get in line" and finalize the order in March when I came to be measured. I placed the order online and paid half the cost of the boots, about $250. In March, I made a 7+ hour round trip to the factory to be measured. It was difficult to determine where to enter the old looking building. The door that I chose lead me into the shipping area and yes, I was in the right place. The area looked shabby, cramped and disorganized but the catalog said they made great boots so what the heck. Let's just say I was not impressed with the experience. A week before my boots were shipped, I was billed the other half of the payment. The boots arrived about the third week of April. They did not have a heel, I had ordered the turkey wedge heel, and they were too wide across the toe box and instep. I took pictures of the boots on my feet and gave specific written information about the fit and heel and sent the boots back. I was assured in a phone conversation that the boots would be made right and before the work started I would be contacted by phone to discuss the details. I was never called. The next pair of boots arrived in early July, they slipped so badly on my heels that I had to limit the time I wore them inside so as not to cause blisters. As the boots loosened with wear and I tightened the laces to keep them snug, I noticed that the eyelets on the right boot pulled much closer together than on the left boot. There were other cosmetic issues such as the upper on the left boot twisted a bit to the right and the top halves of each upper were uneven. If these were off the shelf boots, they would have been "factory seconds". Those boots arrived back in the RM facility on July 23rd, again with photos and detailed written instructions on my issues. I ended the letter by giving RM the choice, send me a refund or call me to discuss re-making the boots. After having not heard from them, I called on August 14th and was told by, who I later found out is the owner, the boots had been misplaced and had just this week been found. I asked for a refund. The man offered to send me the refund but suggested that they try to fit me one more time "to keep my business". I agreed to this and was assured that the next pair of boots would arrive in 2-3 weeks. On August 28th, after having not seen a refund check, I again called and talked to the owner. He told me my file had been misplaced on his desk and he would get the check out to me and the boots would arrive by Sept 9th. On Sept 5th, after having seen no refund, I again called and spoke with a lady who found my file(on guess who's desk) and promised to put a refund check in the mail by Sept 6th. She asked if I still wanted the boots remade, I declined. I just wanted the pain to stop. The refund check arrived on Sept 9th. read more

I own 5 pairs of Russell boots, shoes, chukka's. The first pair was in 2001 when due to a virus I had numbness in my feet for a year. They were the only thing that gave me comfort at the time. I have hunted with them in Africa, so I own a pair of PH's and had a custom pair built with my leather. On one of the early pairs we had some fitting issues but ... they always made it right. The last dealing I had was with another pair of Bird Shooters I ordered with a specific sole. I just wasn't happy with it so I called and talked to Susie. She had me send them back and replaced the sole with a Gumlite at no expense to me at all. She turned them around in 2 or 3 weeks. For everyday comfort, nothing compares to their product. Even if I had to wait a year before they arrived, it would be well worth the wait. I was looking on line at a Country Oxford I'm thinking or ordering now when I saw this link. Best of luck ... Donnie read more

This review has nothing to do with the product as I haven't received yet. I placed an order on 10/8 for two pairs of boots. One for me, one for my dog trainer. Both had rush instructions for an extra $120/pair. I called a few days short of the promised 20 working days to verify completion and give ship instructions. Remarkably, I was told they were scheduled for completion in January! After discussing with several people they pulled my order sheets and realized their mistake. They apologized and said they'd get right on them. I just called again (several weeks since the original expedited due date) to see when they'd be complete. AMAZINGLY, I was told once again that they were scheduled for a 1/9 completion and there were no expedited work instructions. For years I've contemplated paying the extra money for a pair of Russell Moccasin boots. I even ordered a pair for my dog trainer for the great job he's done with our pointer. Imagine the embarrassment I feel having to tell my trainer TWICE that the boots he's expecting aren't going to arrive anywhere near when he thinks they will. I can't tell you how disappointed I am at the latest turn of events. I don't care how good the boots are, customer service plays a vital roll in an operation. I wouldn't think about recommending Russell to my hunting buddies. read more