My complaint:
I needed an exchanged for shoes that I ordered. After waiting 7 business days, my exchange arrived. I opened the bag containing a part of the shoe box and discovered the shoes had no tags; scratches on the leather; creases on both shoes at the toes; dingy sides of the soles and the bottoms had dirt in the traction grooves with the rest od the soles being dingy. These were clearly worn shoes. In talking to a representative with no apologies, I was told to go to a brick and mortor location to get another pair…which is 20 miles from me.
Suggested solution:
Apologize and acknowledge the issue. Immediately ship news shoes in exchange and not wait until old shoes are dropped off at brick and mortor or FedEx store. Offer a coupon for discount an a differeing pair of shoes to help offset the time and fuel now needed to return the shoes that they made the mistake on.
