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KEEN Reviews (10)

Complaint: [redacted] I am rejecting this response because: I find this to be a lame excuse, not a factual explanation.If being "behind on processing" is the reason, then why have many reviews submitted recently been posted while mine, submitted months ago, have not?I see reviews posted 10/28/16, 11/03/and 11/08/Nov8th was YESTERDAY! But somehow Keen has been unable to process ANY of mine? I call [redacted] !Besides, as I mentioned, I did call customer service.And was told that because I'd worn the shoes outdoors nothing would be done - case closed.I was told that Keen is known for being more roomy than other brands and that's why people buy them.Well that was news to me, and there's nothing on the website that highlights this important feature as far as I can tell, so how are new Keen customers supposed to know this?I know I have regular to slightly narrow feet, so buying extra-roomy shoes would not have been prudent.I find it ludicrous that Keen believes their shoes can be thoroughly tested by wearing them around in a carpeted apartment for a while.I did wear them indoors briefly after they arrived, It wasn't until I'd walked a mile outdoors that my toes got sore.And when I later took the shoes off and saw the holes in my socks, the problem became evident.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: item was a gift from my wife from an authorized Keen retailerWe sent pictures to Keen of the shoes in great condition except for the defectA defect that the manufacturer is aware of according to the retail store, who was told by Keen sales managerShoes were manufactured in 2014, and shipped to the store the same year, so the three year thing is and misleadingIt's shameful how Keen treats its customersI have many pairs of Keen shoes, and thought that they would honor their warrantySincerely, [redacted]

Hello,My name is Ivy, and I am the customer service manager at KEEN footwearI have been speaking with Mrs*** since February 6th, 2017; we have spoken via email times and through phone calls three timesTo begin, the KEEN Presidio is not anti-slip as *** has said in the past when
speaking to herThis style is a casual street shoe for every day useIt is not tested and we do not claim to have tested it for being anti slipWe do make footwear that is Mark II tested for oil and slip resistance but this is not one of themI have explained that to Mrs*** numerous timesShe also claims this shoe to be waterproof and that she feels it should have kept her dry and safely planted on the ground in very wet conditions, however since this is a casual street shoe with no waterproofing and no anti slip, it would not do soFurthermore, Mrs*** does not have proof that she was wearing her KEEN's when she had a fall and she no longer has the shoes in her possession as she has sent them back to usI have replaced her Presidios three times and all three times she has found something to be wrong with them and has asked to send them backI am still waiting on one of the pairs to be returned to usWe have not charged her for any footwear as we were trying to appease her as she was an unhappy KEEN fanI have also offered to refund her for the presidios that she purchased since she is unhappy with themShe now claims that she went to the doctor and that the doctor says that our shoes were to blame for some injuries that she has, and that she would like us to pay for her hospital billsBeing that the shoe she may or may not have been wearing was not anti slip or waterproof and does not claim to be, that she has no proof that she was wearing these shoes at the time or that our shoes were to blame, we have no reason to pay for her hospital billsThat being said, once a customer starts claiming injury based on our product, we turn that customer over to our Legal deptLegal has reached out and has tried to replace her KEEN's for her but *** has now decided that she would like her attorney to contact our attorneysWe have not heard from Mrs***'s attorneysOnce our legal team does, they can discuss the matter with the legal teamWe have fully cooperated with *** and have been very responsive to her emails, calls and chatsWe have also sent her three pairs of shoes to try and keep her as a fanThank you for your time,Ivy

Hello,
I apologize that the review this fan wrote was not posted on the site automatically; unfortunately our current system requires an agent to go through each and every review and then post themWe are currently moving towards a new, more updated platform that will process our fans reviews and
post them much quickerThis review wasn't ignored, not responded to or posted due to it being less than positive; it simply was due to being behind on posting reviews altogetherWe strive to have the best customer service, and the best quality product, so when a fan is not pleased with one of our products, we choose to personally reach out to that person and then post their reviewA lot of times, the poor reviews can be turned around by some assistance from one of our highly trained agents or by processing a warranty claim as we definitely stand behind our productsI personally as customer service manager of the fan services team at KEEN Footwear, have been getting our reviews up to dateI would be happy to look for your review and get it postedI do hope that if you take a look through our reviews, we do post ones that are not always five stars or that are even at all positiveHowever, most of the reviews we have been receiving are from happy KEEN Fans, letting us know that they are pleased with the product, or simply offering some advice to other KEEN fans on fitWe honestly do receive very few poor reviews, but we do post themWe might not be super quick at doing so, but we are working on getting someone focused on posting them every few days
Please let me know if there is anything that I can do for you,
***Customer Service Manager
KEEN Online
1-866-676-

Our records indicate we sent an email to the customer on 01/22/requesting a copy of the receiptWe are unable to process or approve the claim without a receipt as the shoes were manufactured over three years ago and are no longer covered by our one year warrantyIf the customer can send in a
receipt showing the shoes were purchased within the last year we would be happy to process the claim

Complaint: [redacted]I am rejecting this response because: item was a gift from my wife from an authorized Keen retailer. We sent pictures to Keen of the shoes in great condition except for the defect. A defect that the manufacturer is aware of according to the retail store, who was told by Keen sales manager. Shoes were manufactured in 2014, and shipped to the store the same year, so the three year thing is false and misleading. It's shameful how Keen treats its customers. I have many pairs of Keen shoes, and thought that they would honor their warranty. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:You either have a warranty or you don't. Its sad that a company as large as Keen does not honor the warranty they offer. Looks like the online reviews that Keen is ripping people off is true after all. Shameful customer service. As a top 50  product reviewer for Amazon I deal with many many fortune 500 companies who value their reputations. Keen does not value its customers or having a good public reputation as a company. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I find this to be a lame excuse, not a factual explanation.If being "behind on processing" is the reason, then why have many reviews submitted recently been posted while mine, submitted months ago, have not?I see reviews posted 10/28/16, 11/03/2016 and 11/08/2016. Nov. 8th was YESTERDAY! But somehow Keen has been unable to process ANY of mine? I call [redacted]!Besides, as I mentioned, I did call customer service.And was told that because I'd worn the shoes outdoors nothing would be done - case closed.I was told that Keen is known for being more roomy than other brands and that's why people buy them.Well that was news to me, and there's nothing on the website that highlights this important feature as far as I can tell, so how are new Keen customers supposed to know this?I know I have regular to slightly narrow feet, so buying extra-roomy shoes would not have been prudent.I find it ludicrous that Keen believes their shoes can be thoroughly tested by wearing them around in a carpeted apartment for a while.I did wear them indoors briefly after they arrived, It wasn't until I'd walked a mile outdoors that my toes got sore.And when I later took the shoes off and saw the holes in my socks, the problem became evident.Sincerely,[redacted]

Unfortunately the Howser in Charcoal was last manufactured in 2011. The product tag number the customer provided on the claim form tells us this pair was made in September of 2011. If the customer could provide us with a receipt, we would be happy to re-evaluate.

Complaint: [redacted]
I am rejecting this response because: 1. The Presidio shoes are supposed to be waterproof as advertised. (See attachment) 2. The presidios, while dangerous fit like a glove, very comfortable. The 2 not 3 pair of shoes Ms M[redacted] sent to me hurt my foot like a knife.  Despite my asking twice, Ms. M[redacted] never sent the return label for me to return the achy pt oxfords. (See attachment emails 3/9 & 3/31) Ms. M[redacted] NEVER offered to reimburse me for the shoes or pay me one red cent. (I'll forward all emails) 3. Keen's legal team NEVER contacted me even though everytime I emailed Ms M[redacted] she promised they would do so. Every call and  email made trying to resolve this matter or responding to Ms M[redacted]. (My last email to her acknowledges the fact that I never heard from Keen's legal team see attached) 4. Initially, Ms. M[redacted] called me back after I called customer service.  I advised her at that time and in subsequent emails that I was injured wearing the presidios after a slip and fall, and that I slipped a second time wearing the presidios. And that after my 2nd slip I researched the presidios and found several others complaints of presidio slip and falls. (See attached) Ms. M[redacted] was very nice and said she would replace the presidios and that the legal team would be in touch to discuss monetary issues. I also told Ms. M[redacted] that I would hold off on contacting a lawyer until after the legal team contacted me. See emails Despite my inquiries, Ms M[redacted] stopped communication and I NEVER from the legal team to try to resolve my complaint. Right now I am stuck with a pair of Keen shoes I cannot wear after paying $120 for what I thought was a good and safe pair of walking shoes. (See attached) I will forward the entire email chain to you between Ms. M[redacted] and myself which confirms that I am telling the truth. I am 63 yrs old. No time for lies. I WAS wearing those slippery presidios when I fell. Like ice skating. Thank you for giving me a chance to respond. [redacted] 
Sincerely,
[redacted]

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