Christian Louboutin

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I am a male what would I do with women's shoes? Whoever you spoke to did not provide the right address as mentioned this was a fraud chargePlease submit recording of said orderI have seen many complaints about your organization and question its ethicsPlease provide recording In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] **

Dear Revdex.com, Mr*** *** purchased a pair of men's shoes from the Christian Louboutin Costa Mesa boutique on
February 24th, Mr*** chose the ORLEANESS FLAT TISSU MOIRE/PAT/CUIR GLACE BLK in a size When he stated that he would like to try the size prior to purchasing - one of our longstanding associates confirmed the was sold out, but he was happy to find the requested size in another boutique for Mr***Mr*** confirmed he would purchase the 42, which the associate did not find odd - as Mr*** visited the same boutique in April and purchased another men's style in a size We have proof of thisMr*** came back into our Costa Mesa boutique on March 2nd, 2016, with his worn pair of Orleaness Flat shoes, and stated he wanted to return themWhen asked what the issue was - he pointed to the sole of the shoe, which was experiencing an issue that could've been easily repairedWe attempted to explain this to Mr*** and offered him a repair free of charge, but he became very upsetHe began to raise his voice and stated the shoes hurt his feetAs Mr*** is a past client of ours - he was aware that it takes more than a few wears to break in a pair of our shoes (and shoes in general)He was experiencing blisters, which can be caused by many types of shoes as they are a reflection of how the style fits the specific wearer and friction within the style (again, a common side effect of anyone breaking in a pair of shoes)He continued to raise his voice as our managers attempted to calm himHe stated his lawyer would be contacting our company and left the boutiqueA man by the name of *** *** contacted our Client Services team on March 3rd, 2016, and said he was Mr***'s lawyerI explained to Mr*** that before we could confirm the outcome of the case, I needed to see photos of the styleMr*** provided me with Mr***'s email address, to which I sent him an email requesting said photos - and did not receive a replyWe will not exchange Mr***'s purchase made at our Costa Mesa boutique on February 24th, as: 1) The Christian Louboutin Costa Mesa boutique did not provide Mr*** with the incorrect sizeAgain, he was given the option to order the from another boutique but he refused our requestHe chose to take the and signed off on our return policy after deciding to take that size - which states we cannot return merchandise that has been worn2) We have proof that the Costa Mesa boutique was sold out of the when Mr*** visited on February 24th, 3) We attempted to work with Mr*** and his lawyer, Mr*** - but did not hear from them again until this Revdex.com letter came throughWe have an extensive client database which logs every call and email, and have proof that we attempted to work with Mr*** and Mr***, but they did not accept our assistanceThank you for your timeSincerely, *** *** Louboutin Client Services Manager - the *** ***

Dear Revdex.com, Mr*** *** purchased a pair of men's shoes from the Christian Louboutin Costa Mesa boutique on February 24th, Mr*** chose the ORLEANESS FLAT TISSU MOIRE/PAT/CUIR GLACE BLK in a size When he stated that he would like to try the size prior to purchasing -
one of our longstanding associates confirmed the was sold out, but he was happy to find the requested size in another boutique for Mr***Mr*** confirmed he would purchase the 42, which the associate did not find odd - as Mr*** visited the same boutique in April and purchased another men's style in a size We have proof of thisMr*** came back into our Costa Mesa boutique on March 2nd, 2016, with his worn pair of Orleaness Flat shoes, and stated he wanted to return themWhen asked what the issue was - he pointed to the sole of the shoe, which was experiencing an issue that could've been easily repairedWe attempted to explain this to Mr*** and offered him a repair free of charge, but he became very upsetHe began to raise his voice and stated the shoes hurt his feetAs Mr*** is a past client of ours - he was aware that it takes more than a few wears to break in a pair of our shoes (and shoes in general)He was experiencing blisters, which can be caused by many types of shoes as they are a reflection of how the style fits the specific wearer and friction within the style (again, a common side effect of anyone breaking in a pair of shoes)He continued to raise his voice as our managers attempted to calm himHe stated his lawyer would be contacting our company and left the boutiqueA man by the name of *** *** contacted our Client Services team on March 3rd, 2016, and said he was Mr***'s lawyerI explained to Mr*** that before we could confirm the outcome of the case, I needed to see photos of the styleMr*** provided me with Mr***'s email address, to which I sent him an email requesting said photos - and did not receive a replyWe will not exchange Mr***'s purchase made at our Costa Mesa boutique on February 24th, as: 1) The Christian Louboutin Costa Mesa boutique did not provide Mr*** with the incorrect sizeAgain, he was given the option to order the from another boutique but he refused our requestHe chose to take the and signed off on our return policy after deciding to take that size - which states we cannot return merchandise that has been worn2) We have proof that the Costa Mesa boutique was sold out of the when Mr*** visited on February 24th, 3) We attempted to work with Mr*** and his lawyer, Mr*** - but did not hear from them again until this Revdex.com letter came throughWe have an extensive client database which logs every call and email, and have proof that we attempted to work with Mr*** and Mr***, but they did not accept our assistanceThank you for your timeSincerely, *** *** Louboutin Client Services Manager - the *** ***

*** *** ** first purchased from Christian Loubuotin online in September *** ** claimed that he received a different shoe than the one he ordered; however when the item was returned to our
warehouse by ** **., after a series of quality checks, it was clear that the item did not come from our inventoryWe attempted to contact *** ** to resolve this but he refused attempt to work with us; rather he disputed the purchase with his financial institutionWe did not hear from him again until 2015, when he placed his own order and contacted us via the telephone number that *** ** himself provided on this Revdex.com complaintIt's important to note that we shipped to him at the address provided twice and never had an issueWhen he placed orders in April for pairs of women's shoes, he originally provided the same address but Apartment I called him at the telephone number on this complaint to confirm the order and asked him about the new apartment numberHe then confirmed it's his sister's apartment, but he confirmed we can ship to his billing address which is Apartment We then processed the order to his original address, apartment We continuously tried to contact him and left voicemails for him after he charged back, but he never respondedSince then, he's emailed us that the order was fraudBut he has never called us to discuss furtherIt has been concluded that *** ** has the merchandise he ordered, but is claiming otherwise so he can have the merchandise free of chargeWe will not be corresponding with him further as we have attempted for years to work with him and he refuses to do soWe have already responded to his financial institution and will continue to do so if they require it of us

I went to Christian Loubitan in the Miami Design District was looking to purchase 3 pairs oif size 13 men dress shoes. When the sales associate arrived, she first suggested trying a size 42 for a USA size 13. She dropped off the shoes and handed the shoes and expected me to do all the sizing without any assist. Furthermore, she did not provide a shoe horn or assistance throughout the entire experience. When I asked her to assist, she said it was not her job to do so. We immediately thought while Loubitan charges nearly $1000 for a pair of shoes, the customer experience should be that of service, which it is not. We went next door to Berluti mens shoe shop and were treated with a much greater level of attention and professionalism. The Gentleman put the shoe on, took the shoe off, and used a shoe horn to make the experience pleasant and professional. Christian Loubitan did not do such things.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I am a male what would I do with women's shoes?  Whoever you spoke to did not provide the right address as mentioned this was a fraud charge. Please submit recording of said order. I have seen many complaints about your organization and question its ethics. Please provide recording. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] purchased a pair of PINA SPIKE 120 PATENT/SPECCHIO BLACK/GOLD(CM6S) / SIZE 42 from the Christian Louboutin [redacted]. boutique ([redacted]) on 7/**/2014. At the point of...

purchase, [redacted] agreed to & signed off on our global freestanding boutique return policy, which is: "You have 10 days to return your purchase for store credit or exchange only; we do not issue refunds. The store credit does not expire and can be used at any US Christian Louboutin boutique, excluding our website."
[redacted] came back to the boutique shortly after the purchase and showed us that unfortunately one of the heels on her Pina Spikes had broken. She demanded a refund. [redacted], the [redacted] of the Christian Louboutin [redacted]. boutique explained our global repair policy to [redacted], which is: "Please note that it is a global company policy of ours to always attempt a repair first (as opposed to offering a replacement or refund) so we can rectify the original issue with the product - both heels will be replaced during the repair. We want you to be confident with your purchase and we truly hope such a break will not occur again - and in our past experience, we are confident that the same issue should not re-occur. If by the rare chance the issue does re-occur, please contact us immediately and we will be happy to assist you further."
[redacted] agreed to our repair offer and left her shoes at our [redacted]. boutique so they could be sent out for repair. They are currently at our recommended repair facility in New York - which is the Leather Spa ([redacted]). We will contact [redacted] once her repair has been completed.
You can reach me via email at: [redacted] or via telephone at: [redacted] if you have any further questions.
Thank you!
Sincerely,
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I am a male what would I do with women's shoes?  Whoever you spoke to did not provide the right address as mentioned this was a fraud charge. Please submit recording of said order. I have seen many complaints about your organization and question its ethics. Please provide recording.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I am writing in response to [redacted]’s recent customer experience complaint, ID# [redacted]. [redacted] purchased a pair of our black pointed toe pumps, Pigalle 120 MM, in patent leather on January [redacted], 2015. Just over two years later, on March [redacted], 2017, she contacted us to share that...

the patent had torn around the toe box of the shoe. This is something that can occur over a two year time span, as there is no way to indicate the circumstances and wear it has undergone throughout such time. However, we assisted [redacted] in shipping her shoes to our corporate office for further review, as there are variations we can detect to confirm whether or not it stems from a defect. Upon further review, we noticed the shoe had undergone severe pressure, and had been altered by a third party cobbler whose work we are unfamiliar with.  Therefore, there is no way to warrant a refund or exchange to her shoes. We reviewed this with the client over a recorded phone call on March [redacted], 2017, and she was disappointed but understood. The shoes were shipped back to her that same day, and provided her with a list of our preferred and trusted shoe cobblers throughout the country for her to  consult further.I have attached the initial email correspondence. Thank you for your time.

Dear Revdex.com, [redacted] purchased a pair of men’s shoes, product CASANOPUMP FLAT  PATENT DEGRADE LEO/GG in a version orthodoxe-leopard/bronze in size 42. He placed the order over the phone with one of our online associates. For every online order placed with an associate, we review...

our terms and conditions that are subject to agreeance online. This policy includes a signature requirement upon delivery at the address deemed suitable for receipt by the client. We do not require that the cardholder directly accept his pack[redacted], but rather whomever is at the designated residence over the [redacted] of 18 and willing to accept a pack[redacted] on behalf of the recipient. The full terms and conditions as agreed to can be viewed under Terms of Sale at the bottom of our website, or here at this link: [redacted] This purchase was processed and shipped from our warehouse facility in Secaucus, NJ, on Wednesday, October [redacted], 2016. The client paid for next day air shipment, for a fee of $50.00 before tax, which guarantees a pack[redacted] to be delivered before 12 PM local time the following day. This was delivered on time to the requested address [[redacted]] on Wednesday, October [redacted], at 9:39 AM EST, signed by P[redacted] [UPS tracking [redacted]]. We received a call from Mr. P[redacted] around 11:00 AM EST on October [redacted] stating that while the tracking information shows it was delivered and signed for by him, he did not receive it. For such claims, we have a rigorous procedure we must follow as detailed by our UPS account representatives. We opened a lost pack[redacted] investigation by [redacted], which can take 8-10 business days for resolution. As it is a third party business, all claims and investigations must be handled through their local hubs to retrace the drivers steps, compare signatures, and determine if/how a pack[redacted] may have been mis-delivered – if that is in fact the case. As a courtesy in attempt to resolve the matter quickly, we also located Mr. P[redacted]’s building man[redacted]ment and requested that they can determine who may have accepted a pack[redacted] on his behalf within their building. We spoke to the property manager, Tobias, who helped us walk through the normal manner in which pack[redacted]s are delivered within this complex. There is an intercom service that the driver will use to buzz a specific unit with a pack[redacted] for delivery. Only once an apartment is buzzed and granted access can a pack[redacted] be delivered to the specific tenant. Should the parcel employee not receive a response upon buzzing up, it will be taken back to the truck for a later delivery. As we take these matters very seriously, we truly did our best to work directly on the case with the property man[redacted]ment, but they confirmed they are not liable for such issues and could no longer be involved. UPS continued their investigation separately, and ultimately provided us with confirmation that the delivery was received and acknowledged by the recipient, [redacted] [document attached]. There were no discrepancies with his signature, and they had revisited the location and contacted Mr. P[redacted] by phone to review the issue further. Once we receive such a confirmation from [redacted], there is nothing further we are able to do. As an online business based solely on shipping online orders, we unfortunately cannot rely on a verbal claim deeming a pack[redacted] missing by our client – we must follow the documented support following an investigation that was conducted internally by [redacted]. We sympathize greatly with our clients on these issues, and we do our best to ensure it is understood how merchandise is being shipped to a requested address, with tracking details provided for close man[redacted]ment. To address specifically each of [redacted]’s concerns:1)      Upon learning of these claims, it is encour[redacted]d that our online associates help the client consider a possible outcomes that may explain the discrepancy. We never want to insinuate lack of interest or professionalism. It is rather surprising how often we receive a claim that a pack[redacted] was stolen or lost, when it was in fact being held with a neighboring resident or a man[redacted]ment office on behalf of the client. We sincerely apologize if such a suggestion was received as cold or callous.2)      As an investigation of this sort is handled by our third party parcel company UPS, the time frame and details are not under our control. This often frustrates us as well, and we follow up with our representatives as often as we can in an attempt to expedite the process. However, since a claim stating our merchandise of close to $1,000.00 was not received is a very serious matter to all parties involved, we want to be sure the corresponding investigation is as thorough and complete as possible.3)      Our representatives never want to express anything other than concern and understanding in such matters, and any indication otherwise is never intended nor endorsed. We sincerely apologize that this unfavorable resolution was reached, and that it seemed to be expressed in an accusatory or negligent tone. Thank you for your time.  Please let me know if you need any additional information.  Ariel G[redacted]eCommerce Man[redacted]rCHRISTIAN LOUBOUTIN  T[redacted]

Our initial response to the Revdex.com provided proof that [redacted] has the items he claims he never received in his possession. [redacted] followed up with requests to release our private recordings of phone conversations. If subpoenaed, we will provide the detailed notes from his order. As previously stated to [redacted], who refuses to call in to discuss this, we will continue to correspond with his financial institution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I would be glad to speak to you ONCE you have the recording of my alleged order. Your story is very construed, and I have no idea where you received such outrageous details which is why I would like to hear the recording. Please provide ASAP.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

My spouse purchased a pair of shoes for my birthday less than 1 month prior to my birthday. He noticed there was a 14 day return policy so he called customer service and explained the situation, and was told that there would be a note placed on the account and once I received my gift it would be possible to exchange the shoe for equal or greater value if need be. Due to the size of the shoe I had no choice but to send the shoes back to be exchanged but to my dismay they did not carry my shoes in my size, and I was forced to purchase two pairs of shoes to reach the price of the initial shoe. I called the customer service department to ask about the shoe fit to make sure I did not run into the same issue. The customer service representative was not helpful and sounded as though I was bothering her with my questions, but eventually answered my questions. I was told by the representative to go up 0.5 of a size for a better fit. When I received my shoes they were too big, so I called customer service to inquire on the process of exchanging my shoes for another size, of course within the 14 day exchange period. They initially refused to speak to me and said; "we can only speak with the card holder". I had then explained that it was a gift and I was inquiring on changing my size. She customer service representative named Kai, quickly said "we cannot exchange anything we spoke with the card holder already on June [redacted] and told him it was final sale". I explained to Kai that I was the one that spoke with customer service on June [redacted] not my spouse, and this was never explained to me. Her response was; "we never spoke with you, we have it written that we spoke with a man. We wouldn't write that we spoke with a man if we didn't". I spoke with my spouse who said that he had only spoke with the company on his initial encounter in May, but never in the month of June. Due to Kai's refusal to exchange my order I asked to speak with a manager. She explained that she was the supervisor. I then specified and asked if I could speak to someone above her to seek resolution of the problem. She then stated that there is no one above her. By this time I was in tears begging her to be understanding and empathize with me. I told her that I am not stuck with $1400 shoes that do not fit and her response was "that's not my fault, if you really wanted to change the size of the initial shoe you could've made it happen". I was perplexed because I wasn't sure what she meant by that seeing as I had initially called to just get my initial pair in a different size. I think that this representative should not be working in customer service. She was extremely rude, and refused to allow me to speak with anyone else.

[redacted] first purchased from Christian Loubuotin online in September 2013. [redacted] claimed that he received a different shoe than the one he ordered; however when the item was returned to our warehouse by [redacted]., after a series of quality checks, it was clear that the item did not come from our...

inventory. We attempted to contact [redacted] to resolve this but he refused attempt to work with us; rather he disputed the purchase with his financial institution. We did not hear from him again until 2015, when he placed his own order and contacted us via the telephone number that [redacted] himself provided on this Revdex.com complaint. It's important to note that we shipped to him at the address provided twice and never had an issue. When he placed orders in April 2015 for 3 pairs of women's shoes, he originally provided the same address but Apartment 402. I called him at the telephone number on this complaint to confirm the order and asked him about the new apartment number. He then confirmed it's his sister's apartment, but he confirmed we can ship to his billing address which is Apartment 403. We then processed the order to his original address, apartment 403. We continuously tried to contact him and left voicemails for him after he charged back, but he never responded. Since then, he's emailed us that the order was fraud. But he has never called us to discuss further. It has been concluded that [redacted] has the merchandise he ordered, but is claiming otherwise so he can have the merchandise free of charge. We will not be corresponding with him further as we have attempted for years to work with him and he refuses to do so. We have already responded to his financial institution and will continue to do so if they require it of us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

If altering them was the issue for them why ask me to send them in. It is an excuse. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I bought a pair of Christian Louboutin pina spike shoes on 7/**/2014. These were my first pair of Christian Louboutin's so as you can imagine I was very excited. I bought them to wear to my birthday party I was having the next day 7/**/2014. I put the shoes on and I'm walking to my friend's car when suddenly one of the heels just snap. I am devastated!! This ruined my whole night. I was furious for the simple fact that I payed $1137.00 for a pair of shoes that didn't even last for 48 hours. While observing the broken shoe, you can clearly see how cheap the shoe was. It is very disappointing when you think you are paying for a quality shoe, but realizing that your only paying for the name of the brand. I have shoes that are less money and they would never snap like that. I immediately want to take the shoe back and get my money back. I take the shoes back on 7/**/2014 and I speak to the same guy that helped me pick out the shoes-- [redacted]. I explained to him what happened and how frustrated I was and tell him I want a refund. He tells me that I will not be able to receive a refund but I can return it and get store credit. This is not the solution I was hoping for. In addition, I was never notified that it was a no return policy. If I knew it was a no return policy I would of never bought the shoes in the first place. All in all, I am completely dissatisfied with the Christian Louboutin brand and product. I would never buy a pair again and I am surely going to make my friends and family aware of how poorly made the shoes are.Desired Settlement: The desired solution I am looking for is a full refund. I payed $1137 for a shoe that was obviously cheap. I basically wasted my hard earned money. There has to be exceptions in the store policy. I'm truly disappointed.

Business

Response:

[redacted] purchased a pair of PINA SPIKE 120 PATENT/SPECCHIO BLACK/GOLD(CM6S) / SIZE 42 from the Christian Louboutin [redacted]. boutique ([redacted]) on 7/**/2014. At the point of purchase, [redacted] agreed to & signed off on our global freestanding boutique return policy, which is: "You have 10 days to return your purchase for store credit or exchange only; we do not issue refunds. The store credit does not expire and can be used at any US Christian Louboutin boutique, excluding our website."

[redacted] came back to the boutique shortly after the purchase and showed us that unfortunately one of the heels on her Pina Spikes had broken. She demanded a refund. [redacted], the [redacted] of the Christian Louboutin [redacted]. boutique explained our global repair policy to [redacted], which is: "Please note that it is a global company policy of ours to always attempt a repair first (as opposed to offering a replacement or refund) so we can rectify the original issue with the product - both heels will be replaced during the repair. We want you to be confident with your purchase and we truly hope such a break will not occur again - and in our past experience, we are confident that the same issue should not re-occur. If by the rare chance the issue does re-occur, please contact us immediately and we will be happy to assist you further."

[redacted] agreed to our repair offer and left her shoes at our [redacted]. boutique so they could be sent out for repair. They are currently at our recommended repair facility in New York - which is the Leather Spa ([redacted]). We will contact [redacted] once her repair has been completed.

You can reach me via email at: [redacted] or via telephone at: [redacted] if you have any further questions.

Thank you!

Sincerely,

Review: The product ordered was never sent to the right address nor did I authorize the shipment to go to the wrong address.Desired Settlement: Full refund

Business

Response:

[redacted] first purchased from Christian Loubuotin online in September 2013. [redacted] claimed that he received a different shoe than the one he ordered; however when the item was returned to our warehouse by [redacted]., after a series of quality checks, it was clear that the item did not come from our inventory. We attempted to contact [redacted] to resolve this but he refused attempt to work with us; rather he disputed the purchase with his financial institution. We did not hear from him again until 2015, when he placed his own order and contacted us via the telephone number that [redacted] himself provided on this Revdex.com complaint. It's important to note that we shipped to him at the address provided twice and never had an issue. When he placed orders in April 2015 for 3 pairs of women's shoes, he originally provided the same address but Apartment 402. I called him at the telephone number on this complaint to confirm the order and asked him about the new apartment number. He then confirmed it's his sister's apartment, but he confirmed we can ship to his billing address which is Apartment 403. We then processed the order to his original address, apartment 403. We continuously tried to contact him and left voicemails for him after he charged back, but he never responded. Since then, he's emailed us that the order was fraud. But he has never called us to discuss further. It has been concluded that [redacted] has the merchandise he ordered, but is claiming otherwise so he can have the merchandise free of charge. We will not be corresponding with him further as we have attempted for years to work with him and he refuses to do so. We have already responded to his financial institution and will continue to do so if they require it of us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I am a male what would I do with women's shoes? Whoever you spoke to did not provide the right address as mentioned this was a fraud charge. Please submit recording of said order. I have seen many complaints about your organization and question its ethics. Please provide recording.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Our initial response to the Revdex.com provided proof that [redacted] has the items he claims he never received in his possession. [redacted] followed up with requests to release our private recordings of phone conversations. If subpoenaed, we will provide the detailed notes from his order. As previously stated to [redacted], who refuses to call in to discuss this, we will continue to correspond with his financial institution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I would be glad to speak to you ONCE you have the recording of my alleged order. Your story is very construed, and I have no idea where you received such outrageous details which is why I would like to hear the recording. Please provide ASAP.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

My spouse purchased a pair of shoes for my birthday less than 1 month prior to my birthday. He noticed there was a 14 day return policy so he called customer service and explained the situation, and was told that there would be a note placed on the account and once I received my gift it would be possible to exchange the shoe for equal or greater value if need be. Due to the size of the shoe I had no choice but to send the shoes back to be exchanged but to my dismay they did not carry my shoes in my size, and I was forced to purchase two pairs of shoes to reach the price of the initial shoe. I called the customer service department to ask about the shoe fit to make sure I did not run into the same issue. The customer service representative was not helpful and sounded as though I was bothering her with my questions, but eventually answered my questions. I was told by the representative to go up 0.5 of a size for a better fit. When I received my shoes they were too big, so I called customer service to inquire on the process of exchanging my shoes for another size, of course within the 14 day exchange period. They initially refused to speak to me and said; "we can only speak with the card holder". I had then explained that it was a gift and I was inquiring on changing my size. She customer service representative named Kai, quickly said "we cannot exchange anything we spoke with the card holder already on June [redacted] and told him it was final sale". I explained to Kai that I was the one that spoke with customer service on June [redacted] not my spouse, and this was never explained to me. Her response was; "we never spoke with you, we have it written that we spoke with a man. We wouldn't write that we spoke with a man if we didn't". I spoke with my spouse who said that he had only spoke with the company on his initial encounter in May, but never in the month of June. Due to Kai's refusal to exchange my order I asked to speak with a manager. She explained that she was the supervisor. I then specified and asked if I could speak to someone above her to seek resolution of the problem. She then stated that there is no one above her. By this time I was in tears begging her to be understanding and empathize with me. I told her that I am not stuck with $1400 shoes that do not fit and her response was "that's not my fault, if you really wanted to change the size of the initial shoe you could've made it happen". I was perplexed because I wasn't sure what she meant by that seeing as I had initially called to just get my initial pair in a different size. I think that this representative should not be working in customer service. She was extremely rude, and refused to allow me to speak with anyone else.

Review: I purchased 3 pairs of shoes from your L.A. store and I had to go out the country. I just back in the country and need to exchange the shoes because they don't fit, I would either like to exchange or get a full refund. The shoes have never been worn, and are still in packing. it's just I purchased 5 months.Desired Settlement: refund or exchange

Consumer

Response:

receipt