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McCulloch's Wide Shoes

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McCulloch's Wide Shoes Reviews (2)

We respectfully respond to Ms. [redacted]’s complaint ([redacted]) as follows:
As an ABC Accredited Facility staffed by Board Certified Pedorthists, we see people with foot pain on a daily basis. There is no agenda to put anyone in any particular shoe or size. Our goal is to put people in the most...

comfortable shoe that meets their needs so they are a happy, healthy customer who wants to return again and again.  Mr. [redacted], a C.Ped. himself, chose to offer her the shoe in question because he knows personally that it is worn by several nurses at the local hospital and is an excellent shoe for people in Ms. [redacted]’s profession. On the day Ms. [redacted] came to our store there were both a 9 ½ and a 10 in stock in the shoe she chose to purchase. She was given ample time to wear the shoe in the store and determine whether or not she was comfortable with the fit. She was asked numerous times if she liked the fit, and could easily have asked for a larger size at that time.
Our return policy is prominently posted in several places in our store and also written on our receipts. We have a very generous refund/exchange policy, but the bottom line is this: we cannot accept in return a shoe that shows obvious signs of wear. There is no way to resell that shoe.  Ms. [redacted] was advised to try her new shoes out at home on carpet before wearing them to work. Unfortunately, when she returned with the shoes, she admitted they had been worn to work for a full eight hour shift, and it was plain to see.
We are sorry that Ms. [redacted] is unhappy with her purchase. It is unfortunate, but  no one forced her to buy any particular shoe or in any particular size. She is responsible for her purchase and since she has worn the shoes, we are not able to accept them for refund.
As to her accusations of poor customer service, we can only say that it is our experience that when a customer is very passionate about their desire to be right, they often escalate the situation. Ms. [redacted] and her daughter did not want to hear our explanation of our return policy or any other explanations. They merely wanted their money back. Anything less than that was considered poor customer service in their eyes. We contend that we dealt with them as best we could considering their attitude and are sorry they are unhappy with their purchase.
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McCulloch's Wide Shoes
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Review: I've had lots of pain in my feet, and am always on them as a CNA (nurse). I've had surgery in one foot, and still get pain in the other. I was referred to McCulloch's shoe store by my daughter and son-in-law, who've been shopping there for more than 10 years.I usually wear a size 10 shoe, but the podiatrist at the shoe store measured my foot (while sitting down, not standing up, as shoe stores usually do). He told me I've been wearing the wrong size for most of my adult life. ??? I figured they're the experts, so I took their word for it. I explained my CNA position and specifically what I did, to help find the right shoe. They sent me home with a $168 dollar, size 9 1/2 shoe. As I wore it for a short time in-doors, it felt it small, and it wasn't water-resistant. I need it to be water resistant because I bathe patients at work, like most CNA's do.So I took them back to the store, in their box, with my receipt, in excellent (new) condition, not looking worn, and this was only 4 days after purchase! Purchase date was April 11th.They were very rude to me, didn't give me a refund, an exchange, not even an apology! I left so upset, I wanted to cry; what happened was so unfair. I felt as if they took advantage and stole from me. To spend so much for shoes I'm not able to use; and on top of that, their customer service at the store was horrific. Almost as soon as I walked in and mentioned I needed a return, they were on the defense. Well, my daughter and I called back the same day to speak with a supervisor about the situation, and we spoke with Tom, who did not even allow us to speak. He knew about the situation, but as we voiced our complaint, he talked over us, kept interrupting us, and demanded we listened to him. Very, very rude, and he ended up hanging up on us, stating there was no use in continuing our conversation.Desired Settlement: I want a complete refund for the shoes, and an apology. Two families are now no longer customers of McCulloch's Wide Shoes, because of careless customer service. They gave me the wrong shoe, in the wrong size, at a very high price, took the money, took complete advantage when they did not care to hear us out, or make things right.

Business

Response:

We respectfully respond to Ms. [redacted]’s complaint ([redacted]) as follows:

As an ABC Accredited Facility staffed by Board Certified Pedorthists, we see people with foot pain on a daily basis. There is no agenda to put anyone in any particular shoe or size. Our goal is to put people in the most comfortable shoe that meets their needs so they are a happy, healthy customer who wants to return again and again. Mr. [redacted], a C.Ped. himself, chose to offer her the shoe in question because he knows personally that it is worn by several nurses at the local hospital and is an excellent shoe for people in Ms. [redacted]’s profession. On the day Ms. [redacted] came to our store there were both a 9 ½ and a 10 in stock in the shoe she chose to purchase. She was given ample time to wear the shoe in the store and determine whether or not she was comfortable with the fit. She was asked numerous times if she liked the fit, and could easily have asked for a larger size at that time.

Our return policy is prominently posted in several places in our store and also written on our receipts. We have a very generous refund/exchange policy, but the bottom line is this: we cannot accept in return a shoe that shows obvious signs of wear. There is no way to resell that shoe. Ms. [redacted] was advised to try her new shoes out at home on carpet before wearing them to work. Unfortunately, when she returned with the shoes, she admitted they had been worn to work for a full eight hour shift, and it was plain to see.

We are sorry that Ms. [redacted] is unhappy with her purchase. It is unfortunate, but no one forced her to buy any particular shoe or in any particular size. She is responsible for her purchase and since she has worn the shoes, we are not able to accept them for refund.

As to her accusations of poor customer service, we can only say that it is our experience that when a customer is very passionate about their desire to be right, they often escalate the situation. Ms. [redacted] and her daughter did not want to hear our explanation of our return policy or any other explanations. They merely wanted their money back. Anything less than that was considered poor customer service in their eyes. We contend that we dealt with them as best we could considering their attitude and are sorry they are unhappy with their purchase.

McCulloch's Wide Shoes

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Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and determined this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My responses are in red. Also, please see attached photo of the shoes in question.

As an ABC Accredited Facility staffed by Board Certified

Pedorthists, we see people with foot pain on a daily basis.

(*) Respectfully, there are a variety of reasons for foot pain, specifically

I have a bone spur on the heel of my right foot which may not be a condition encountered

on a daily basis.

There is no agenda to put anyone in any particular shoe or size.

Our goal is to put people in the most comfortable shoe that meets their needs

so they are a happy, healthy customer who wants to return again and again.

(*) I am not accusing the store of having an agenda, however aside

from being board certified pedorthists, the employees of the store are also

sales people, and because of this dual expertise, they may have a stronger influence

with on-site purchases.

Mr. [redacted], a C.Ped. himself, chose to offer her the shoe in

question because he knows personally that it is worn by several nurses at the

local hospital and is an excellent shoe for people in Ms. [redacted]’s profession.

(*) I am not denying the fact that this is an excellent shoe for

people in my profession, however there are diverse duties that nurses perform

throughout the day (for example: some nurses draw blood all day, some nurses

give sponge baths all day) bottom line, some nurses wear multiple hats,

performing multiple tasks depending on the hospital they work.

On the day Ms. [redacted] came to our store there were both a 9 ½

and a 10 in stock in the shoe she chose to purchase. She was given ample time

to wear the shoe in the store and determine whether or not she was comfortable

with the fit. She was asked numerous times if she liked the fit, and could

easily have asked for a larger size at that time.

(*) The day I went to the store, after speaking with Mr. [redacted], I

was seated to have my foot measured. Immediately,

as my foot was being measured, I addressed I wear a size 10 shoe; as I sat there,

he told me "you are a size 9 1/2". In conversation, I let him know I

needed these shoes for work, and I explained the different types of task I perform

daily.

Next, he brought me shoes in a size 9 ½. I did wear the shoes in the store, and initially

they felt fine. I did not pursue a size

10 shoe, since Mr. [redacted] measured a size 9 ½ foot, and I trusted his opinion

on the value of the shoe, and his knowledge regarding my foot pain.

Our return policy is prominently posted in several places in our

store and also written on our receipts. We have a very generous refund/exchange

policy, but the bottom line is this: we cannot accept in return a shoe that

shows obvious signs of wear. There is no way to resell that shoe. Ms. [redacted]

was advised to try her new shoes out at home on carpet before wearing them to

work. Unfortunately, when she returned with the shoes, she admitted they had

been worn to work for a full eight hour shift, and it was plain to see.

(*) I do not agree these shoes show “obvious signs of wear.” I do not recall the store telling me to wear

these shoes at home first! Regardless, neither the store nor my home is the

same circumstance as the hospital I work.

While at work, I primarily walk, and I nearly lost my footing twice while

bathing patients. While at work, I

observed the shoes to progressively be fitting tight, making me feel uncomfortable,

and factually, these shoes were never worn out side.

We are sorry that Ms. [redacted] is unhappy with her purchase. It is

unfortunate, but no one forced her to buy any particular shoe or in any

particular size. She is responsible for her purchase and since she has worn the

shoes, we are not able to accept them for refund.

(*) At this point, I am most unhappy with the service, than with the

purchase. Correct, no one forced me to buy the shoes, however I was recommended

to shop at this store because of their knowledge and experience, which strongly

influenced my purchase.

Lastly, their statement “since she has worn the shoes, we are not

able to accept them for refund” is misleading: since (1) according to Mr. [redacted]’s statement, “he told me to wear the shoes at home” and (2) the term the

store uses for refund “obvious signs of wear” is subjective, in which I

feel the shoes show no signs of wear.

As to her accusations of poor customer service, we can only say

that it is our experience that when a customer is very passionate about their

desire to be right, they often escalate the situation. Ms. [redacted] and her

daughter did not want to hear our explanation of our return policy or any other

explanations. They merely wanted their money back. Anything less than that was

considered poor customer service in their eyes. We contend that we dealt with

them as best we could considering their attitude and are sorry they are unhappy

with their purchase.

(*) When I returned to the store, I spoke with the manager and I explained

the shoes felt uncomfortable, and I stated, in the hospital environment I work,

I felt these shoes were not safe for me to use. Next I asked him "what can

you do for me?”

From that point on, he was very rude to me, and at no moment showed

signs they were willing to help me. I did not even ask for a refund! I did ask

if at least they could exchange the shoes for a 1/2 size bigger, which they

denied me. They were very offensive, and I felt so humiliated by the way they

treated me.

I find Mr. [redacted] dishonest in his response, because I went in

their store asking for help. I was not given the chance to even ask for a

refund. But now, I do want my money back, and I never want to deal with them

again. I feel McCulloch's Wide Shoes should take responsibility for this

purchase, because they are the experts, and I trusted their advice. These shoes cost me a lot of money and they

are no use to me. I feel Mr. [redacted] should

take responsibility for the influence he had in this purchase.

Respectfully Submitted,

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Description: Shoes - Orthopedic

Address: 685 S. Brea Blvd, Brea, California, United States, 92821

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