A few months ago I wrote Sketchers a friendly letter that said, "Hey my husband loves your shoes but I'm never going to buy him another pair because the fake leather on the heel cuff wears off really early leaving the shoe looking like crude even while the rest of the shoe has lots of wear left." OK so maybe it was borderline hostile but this was the third pair of shoes that this had happened with and I was getting pretty darn sick of it. A customer service rep responded and told me that I could send the shoes to them and they would look over them to see if it was a manufacturing defect, ie their fault. I said sure thing and took the two pairs we still had, one brown, and one black and sent them off. So poor Dr. J was without two of his favorite church shoes for a couple months. After about six weeks I got a letter back from them saying they needed more information and could I please call them between the ridiculous hours of 1 to 5 pm Pacific Time. It took us several days to remember to call at the right time but when we finally did we got the good news that Dr. J could pick out two new pairs of shoes up to $69 dollars a piece off the sketcher site and then if we just called in the codes on those they would send them out. Well it took a few more weeks for Dr. J to get himself on the site but he finally did and found these two pairs of shoes that he really liked. Unfortunately they were 70 dollars a piece. He called the costumer service lady up and asked about them. She said no problem and ten days later they were here. Pretty spiffy if you ask me.
The Hero of Ages by Brandon Sanderson
3 comments:
Awesome! I love good customer service (and assertive customers) :).
I'm so glad to hear a happy ending to a customer service story. Makes you kind of feel good that your voice was heard. Maybe you should have told them you'll settle for another free pair since you are blogging about them...
Actually, it was only the 2nd pair...hence the two pairs of shoes sent in. The first pair of Skechers I owned got a lot of good wear, but the rubber was wearing down around the back outside corner of the soles, although that pair of shoes was in pretty good shape otherwise. They were brown and had to be replaced with one of the pairs that we ended up sending in because the material started flaking off around the collar. Until then I thought that "all leather upper" meant that there was no synthetic leather part...guess I was wrong. Definitely a defect in the way they make and describe their shoes.
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