Okay, I’m a bit ashamed of myself. I know customer service people don’t really have it easy. They are basically the front line of the battle with crazy and dissatisfied customers. So let’s go back to December 18th. I ordered a cute pair of shoes that cost nearly $100. I only wore them maybe five times, and it was always indoors around the office. I noticed a few weeks ago, the back heel tab split open on one of the shoes. I snapped some pics and emailed customer service on June 27th. Which is about 6 months and 10 days after order placement. This detail is key.
I got a sort of canned response back from the customer service rep I was working with the following day. Basically stating I was out of luck, because they could only replace defective shoes up to 6 months after order date. I argued back and forth with them, pointing out we were only 10 days out of the 6 month period, surely they can make an exception for the defect? No dice. The best they could muster was 20% off my next pair of shoes. I declined the offer, noting that would involve me spending MORE MONEY, instead of giving me money back.
I opted to call instead, this was a bad idea. My blood pressure was already climbing . I was nice at first, requesting a refund. Noting this pair is clearly defective, I didn’t wear them more than 5 times, and we’re only 10 days out from the six month replacement date. I got nowhere. Even though I was speaking with a different customer service rep, I got the same canned response about not being able to accept returns/refunds after 6 months. This was reallllly starting to get my goat. So I turned into an angry white lady, yelling at this poor girl. Still, no dice! Usually when you lose your shit, they would at least try to find a resolution. Nope, nada. I may have even yelled something about reaching out to the head of the company about this. oh yes, I’m ashamed to say, Dear Diary, that I went there during my crazed tirade. SIDE NOTE, I actually did call and apologize to her later. I’m not a total asshole.
Anyway, I figured either the customer service team has really poor training, or the company doesn’t give them the tools to really HELP a customer. In retrospect, since they were so unhelpful, I should have changed my tactics. I should have asked them what the options are, that don’t involve me spending any more money. For instance offering a comparable pair of shoes for free. I would happily return the defective pair. Incidentally, the pair I bought is no longer sold.
So what did I do? I actually reached out to the president of the company. I should be ashamed. Andy was able to find his name due to some swift Googling. Unfortunately, his search skills did not yield contact info. I was able to figure that out myself. I basically tried various permutations of his name with the companies email extension. My fourth attempt worked!
He actually got back to me quickly and was super nice! I wasn’t expecting him to respond, but I gave it a shot. He ended up offering me a free pair of shoes, which is the resolution I was hoping for, since a refund was not in the cards. I was happy with this outcome, as $100 shoes should certainly last longer than a few wears. But I truly hope the company can give the customer service team the tools to succeed going forward. I’m glad it’s resolved, but I hope other people don’t end up in my shoes (pardon the pun) and not able to get a refund if they end up with a defective pair of shoes days after the 6 month policy window ends.