Freedom of Movement Opiniones 

I purchased a pair of FOM sneakers from the Tygervalley branch on 13 June 2026 for R2,185.

The sneakers fitted perfectly when I tried them on in store. After wearing them once, one shoe already felt too big. By the second wear, both shoes were loose, and by the third wear I had to put socks into the front just to try to make them wearable.

When I contacted FOM, I was eventually told that their staff had advised me to size down because the shoes stretch.

This did not happen.

Nobody advised me to buy a smaller size or warned me that the shoes would stretch significantly after being worn. Had I been given this advice, I obviously would have chosen a smaller size.

What has been even more disappointing is the after-sales service.

It took approximately two weeks and numerous follow-ups to receive the initial response. After I asked for the matter to be escalated to their support team, I waited almost another month without receiving a response and had to follow up yet again.

FOM's position remains that the shoes have simply been “worn in” and that because there is no manufacturing defect, they cannot exchange them.

I have repeatedly explained that I am not looking for a refund or free shoes. I simply wanted a reasonable solution or an exchange for a smaller size so that I could actually wear the R2,185 sneakers I purchased.

I eventually asked for the matter to be escalated to senior management, but I have still not received a satisfactory resolution.

To make the experience even worse, my shoes have not even been returned to me.

For a company selling a premium product at a premium price, I expected significantly better customer care and after-sales service.

My advice to prospective customers is to be extremely careful when choosing your size. Ask specifically whether the shoes will stretch after being worn and whether you should size down before making your purchase.

I wish someone had given me that advice before I spent R2,185.

I would still welcome FOM senior management contacting me directly and resolving this matter fairly. At this stage, I simply want a reasonable solution — and my shoes returned to me.

Ordered women’s high top nappa leather trainers in off white

When they arrived they were a very odd grey colour, had dark stitching at back and what was supposed to be leather ( nappa leather which is always soft supple leather) well, these were not nappa leather. They were tough, unbendable, uncomfortable

They are lined in synthetic stiff fabric
Not what I ordered and not what I’d expected.

The company did say send back in origional packaging and they’d have a look and decide what to do

Not good enough paid over £120. Plus fast delivery

Wouldnt order again and wont wear these

Very disappointing experience with FOM. I bought several items in the UK and used a valid discount code. My order was subsequently cancelled. Don’t create a discount code if you can’t honour it. Very bad customer service.

I had the best customer service at Freedom of movement at canal walk By Lisa & Megan,Buhle I couldn't find My till slip but they were great help To be honest.

I had a very disappointing experience with Freedom of Movement after my black Kate bag became badly discoloured, despite being carefully used and treated with leather protector.

I raised the issue twice, but FOM would not consider that there may have been a fault with the finish because the warranty had expired. Their answer was to offer me a discount on another product, which felt rather tone-deaf when they had not addressed the quality issue with the bag I already owned.

I eventually took it to a local leathersmith, who thought the bag was green because the fading was so severe. He redyed it and added the protective coating he believed had been missing, all for under R300.

The staff at the Cavendish store were friendly and helpful, agreed that the bag looked bad and handled the submission to the factory team. My one-star review reflects the response from the company after that point, and the lack of accountability for what appeared to be a product fault.

Excellent customer service! The team was professional, friendly, and incredibly helpful throughout the process. They truly stand behind their products and go the extra mile to ensure their customers are happy.

A special thank you to Burger & Mbuso for the outstanding service and prompt assistance. It's refreshing to deal with a company that genuinely cares about its customers. I highly recommend them and will definitely support them again in the future!

If I could rate in the negatives I would. Worst customer service of any online shop I have ever experienced. Returned some shoes and it took 6 weeks for me to get the shoes back in the right size. Make sure you order the right size, otherwise you gonna get the right size after 2 months.

I am extremely disappointed with the service I received from Freedom of Movement regarding a repair on my leather laptop bag. I booked the bag in on 24 March, with the understanding that repairs take 4–6 weeks. During this period, I followed up in-store multiple times, only to be given vague answers and no real updates.

At the 6‑week mark, I was told that the bag had actually been booked in a week late, meaning the timeline I was given was inaccurate from the start. Attempts to contact customer support were equally frustrating — the phone number listed does not exist, and my email has gone unanswered for five days.

On 4 May, I was finally told the bag was ready for collection. However, upon inspection, it was clear that no repair had been done at all. After six weeks, the bag had simply been sitting somewhere without any progress. It has now been booked in again, restarting the entire process.

This level of disorganisation, lack of communication, and disregard for customers’ time is unacceptable. I expected far better from a brand that positions itself as premium. At this stage, I have completely lost confidence in their repair process and customer service.

Terrible customer service. They take too long to respond, requiring multiple follow-up emails. By the time they reply, my query was no longer solvable as it was time-sensitive. The message I received was also very generic; I could have obtained that information from the website or an AI robot. I logged a query to have someone competent brainstorm and see if they can come up with a solution.

Awful company. They didn't send the correct item. It took 2 weeks and 3 messages to get any response. They refused to do anything about it. Then sent me some new laces but not what was ordered. Then ignored further communication. 8 weeks on and I am out of pocket and ignored. Avoid.

I was incredibly diasppointed with the FOM team. I'd heard only good things, but I only had challenges. My honest experience below (Cavendish store):
1. The team did not know which items were on promotion when - I had to revisit the store three times for a basic purchase
2. The POS system overcharged on items and the store managers took 20mins of phoning corporate to be able to correct this
3. The staff were unable to do basic math to correct the POS error above
4. I paid for personalisation on the team's recommendation - and what came back was poor quality and completely invisible on the black leather. Had a team member been informed as to what would come back, I would not have purchased this. They themselves mentioned in-store that what came back from the factory was not what they expected and seemed like a waste of money.
5. No refund was offered on the personalisation and item above - after the store staff themselves saying that they thought this was unfair.

In short, there are other better options out there. FOM is riding a brand hype, but their customer experience is truly terrible. I won't recommend it to anyone in future.

Wish i went through the complaints section before i purchased from FOM Online, Aramex courier is just as useless. This is sad case of pathetic customer service. Don't think they really care at all. Cant get hold of anyone at customer service. Planning to make a trip to them in person.

I would recommend anyone purchasing from FOM to throughly read through their refund and return policy before purchasing anything. The worst I've every come across and for.a company y to call themselves Proudly South African, I'm saddened that this is standard that has come to be acceptable for South Africans

I love FOM but I waited over 7 months for a request I had for two of my vouchers. Mandy at Somerset West FOM was the only friendly and helping person and sorted me out within 48 hours.
Cheers to her !

If I could give them less than 1 - that is what FOM deserves. They delivered defective sneakers, agreed to a refund, accepted the defective shoes and failed to refund the money. Appalling customer service and don’t give a damned! They blame Paystack and Nedbank instead of taking ownership and sorting out the problem. It’s also impossible to escalate any problems because their phone number is not operational. Extremely disappointed in FOM 👎👎👎👎

Ordered weeks ago and haven’t heard anything.

Disappointing customer service - finding it very difficult to get a returns label.

I purchased my first pair of FOM Vellies in 2022 and, after just 12 months, the stitching had torn on both shoes, and the soles had stared to come loose. I had them repaired at my own expense, despite the expectation of better durability.

Last year (2024), I received another pair of FOM Standard Vellies as a gift. After only 11 months of light use—wearing them no more than two days per week—a tear developed near the stitching at the front of the shoe. This means I have worn these shoes fewer than 100 times. Given the premium price of these Vellies, I am extremely disappointed with the repeated quality issues.

Adding to my frustration is the lack of support from FOM. Over the past five weeks, I have sent multiple emails to their support team but have received no response or resolution. Since the shoes were purchased online, I am unable to return them to a physical store.

For the price, there are numerous alternative brands that provide better quality and customer service. I will be exploring other options for my next pair.

Mandy @ Somerset mall gave an excellent customer service over the phone as I wanted to do an exchange for an item bought online. She went an extra mile by looking for a store with the size i wanted and ended getting my size at FOM Kloof street cape town.

Thank you, Mandy.

I went to the SA, website and it redirected me the UK site. There they list some of the shoe sizes in UK sizes, as indicated by the "UK" in front of the number. On some shoes, however specifically the ones I bought, the sizes were not preceded by the letters "UK", which in my mind meant they were US sizes. FOM is an international company so why think otherwise? I just want to say that I don’t think that I have an ignorant US POV where I just think that everything should cater to Americans, in fact while I live in the US, I was raised in Canada and love supporting multicultural everything, including this South African Company! I also know how to convert sizes from UK/EU to whatever. The problem here is that the information on their site is confusing... Anyway I asked FOM UK to pay for the shipping back, but they have said this is not their fault and refuse to do so.