- Report: #1128285
Report - Rebuttal - Arbitrate
Complaint Review: The Shoe Mart
The Shoe Mart950 Bridgeport Ave Milford, Connecticut USA
The Shoe Mart The Shoe Mart Since 1956; theshoemart.com Don't let the return policy fool you. Milford Connecticut
*UPDATE Employee: Complaint Resolution
*Author of original report: Owner making an attempt to make it right
*Author of original report: An update from the original author of the complaint
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I saved and saved my money to buy a pair of shoes which I intend to love and make last forever. I researched and read several online forum discussions about the Alden brand and their Shell Cordovan line of shoes. My choice was the Chukka Boot in color 8. On February 17th I made the decision to buy these Boots from The Shoe Mart. Of all the on-line retailers selling Alden brand shoes, The Shoe Mart, although not the best price, because of their shipping cost (priority overnight) it all comes out to be the same and I can get my shoes the very next day. Sure enough my shoes arrived February 18th. I followed the video instructions for trying on Alden shoes. Once I placed my foot gently into the right shoe it was obvious the shoe had been tried on. The boot exploded with the cordovan pink wavy creases up and down the top of the shoe. [continued below]....
Two days after arrival of my new boots, I noticed a rough patch about the size of a half-dollar coin on the top portion/vamp of the left boot. I had read about bloom or spew and thought this may be that. However, it appeared more that the finish was flaking off. Resembling a peeling human sunburn. I brushed and brushed with soft horsehair. I also posted pictures and a description of this oddity on the style forums and I sent a copy to The Shoe Mart. I thought perhaps others had seen this before and it may be common enough to have an easy remedy i.e. deer bone. A representative named Linda from The Shoe Mart emailed me and recommended I send the shoes back to them. The Shoe Mart immediately sent me the RMA instructions and provided a packing slip and FedEx ground label. I boxed up and shipped the boots on 02.25 and The Shoe Mart received the shipment Friday 02.28 at roughly 11AM, signed for by JLUBEN. I called the next day, Saturday 03.01 and was told that the boots required inspection by the owner and that the owner would be in Monday 03.03. I had to call again Monday because the online status still only showed “awaiting merchandise” and I was told again that the boots required inspection and the owner would not be in until Tuesday 03.04. With no change of status online, I had to call again Tuesday and was told that Customer Service could not possibly know if the owner was in or not because they are at a completely different location. Each time I’ve called they’ve made a point to remind me that I had called the previous day, as if I’m bothering them. Obviously The Shoe Mart has invested a good amount into their RMA system. If only the owner can inspect shoes and is only in the office one day a week or “never”, how efficient can this system possibly be? Their policy is designed to never give you your money back. I would guess this system would be doing more harm than good especially if you’re not following through with your customers. I was told to look for an update via e-mail (just one) and I would be kept informed of the status of which I have received none.
The return status on-line still simply shows “awaiting merchandise”, remember, they signed for the boots from Fedex 02.28.2014. I’ve been lied to and now I do not trust The Shoe Mart. When you call into The Shoe Mart customer service, they talk at you as if you should be sorry for doing so. Remember, I was instructed by The Shoe Mart to send these boots back as such I would be doing us both a favor. I am a first time customer with The Shoe Mart so I have no frame of reference to compare experiences with, although before I purchased from The Shoe Mart I researched online reviews and it appeared other shoppers have had good experiences with them. The Alden brand Shell Cordovan line of shoes are not cheap but rather expensive and now I have nothing. No boots and no money. I feel as if I’m being stolen from. What other options do I have left but to protect myself and charge this transaction back? I've already posted this feedback to Yelp, Nextag and the BBB of CT.
This report was posted on Ripoff Report on 03/04/2014 04:00 PM and is a permanent record located here: http://www.ripoffreport.com/r/The-Shoe-Mart/Milford-Connecticut-06460/The-Shoe-Mart-The-Shoe-Mart-Since-1956-theshoemartcom-Dont-let-the-return-policy-fool-1128285. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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