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Report: #525918

Complaint Review: FootSmart Parent Benchmark Brands, Inc. - Internet Internet

  • Submitted:
  • Updated:
  • Reported By: Cynthia — Atlanta Michigan United States of America
  • FootSmart Parent Benchmark Brands, Inc. Internet United States of America

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My 73-year-old mother, who is a waitress, had me order work shoes for her from FootSmart. I had ordered from them on a previous occasion and was completely satisfied, so I suggested she order from their online catalog. First of all, it took a long time to recieve the order.

 When she finally did recieve the shoes, she felt that the size was not a true 7.5 but rather an 8. We thought that maybe the difference in size was due to the fact that they were orthopedic shoes. My mother spends long hours walking and working as a waitress. She needs to know that her shoes fit properly and will not cause her pain and discomfort. So, yes she did wear the shoes. She felt that they were way too big and that maybe the sizing was not correct.

 We returned them and ask for an exchange in product. We even informed them of the size difference.  Several weeks later, we recieved a package that contained the same pair of shoes stating that they had been worn and FootSmart would not exchange them. After emailing several times and not recieving a reply, I did call to discuss the matter, customer service offered no suggestion to our problem. They flatly refused to even deal with it. I was shocked that they would not stand behind a product that they sold and told them so. I don't know what to do with a pair of $115 shoes that no one can wear. My mother can not afford not to wear them and can not afford to just throw away $115 either. We are very disappointed and don't understand why a company would not even bother to try and resolve this issue.

This report was posted on Ripoff Report on 11/19/2009 02:48 PM and is a permanent record located here: https://www.ripoffreport.com/reports/footsmart-parent-benchmark-brands-inc/internet/footsmart-parent-benchmark-brands-refusal-to-exchange-shoes-for-an-elderly-working-woman-525918. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
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#2 Author of original report

FootSmart Parent Benchmark Brands Refusal to exchange shoes for an elderly working woman Internet

AUTHOR: Cynthia - (United States of America)

POSTED: Thursday, November 19, 2009

I am well aware of their return policy. What ever happened to customer satisfaction. There was a spot on the bottom of the shoe, whose to say it wasn't there when received it? Older people don't pay attention to detail sometimes. I think it is very wrong of FootSmart to treat her as if she is dishonest! We are not denying the fact that she tried the shoes out, who wouldn't. $115 may not seem like a lot of money to some, but to her it means half of a weeks wage. I do a lot of online shopping and have never had a problem returning any clothing or shoes that I had washed or even worn. When I express my displeasure with a product and state the reason why, worn or unworn, every company accepts my return or exchange. I don't care what FootSmarts policy is, they do not stand behind their product and quite frankly, their customer service people are like trained monkeys without personality. They follow the format or cue cards. They also could communicate better. They never explained a thing to her in regards to the shoes or their return policy. It literally took weeks to receive her order and her returned shoes. We though that they had not received them and they still would not answer emails.


P.S. It is common knowledge that most online stores have outlet stores or sites where they sell returned items exclusively. I truly don't believe that they can not resell the returned shoes, it's not like my mother went jogging or walked a million miles in them!

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#1 General Comment

Return policy...

AUTHOR: Edgeman - (U.S.A.)

POSTED: Thursday, November 19, 2009
I looked up FootSmart's return policy which is located in the customer service section of their website. I'll provide the link to their return and exchange policy webpage but it may be redacted by RipOffReport:

http://www.footsmart.com/Page.aspx?PageId=28#Exchange

The relevant section of FootSmart's return and exchange policy:

As you may expect, we ask that you return your purchase in unused, resalable condition with its original packaging intact. Please read below for specific instructions regarding your merchandise return:

To be accepted for return, items must be in the original purchase condition including the original packaging, documentation, manuals/inspections and all parts and accessories. Any item that you receive with tags must be returned with all tags intact and attached. All packaging must be unmarked and not defaced in any way. Returned merchandise that does not meet these requirements may be subject to a damaged goods fee, qualify for a store credit, or be sent back to you with no refund issued.


I don't know the condition of the shoes when you returned them, but the policy says that they must be in the same condition as they were in when you purchased them. That includes the packaging, any tags, inspection stickers, etc. Somebody over at FootSmart believed that the shoes had been worn and you confirmed in your report that your mother did wear them. If there are obvious signs of them having been worn they cannot be resold as new and the company would have to dump them.

It seems to me that FootSmart was acting in accordance with their own posted policy.
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