Naturalizer Shoe Store

This is in response to ID# [redacted] Our store has been open for nearly forty years and I as manager have been here for thirty-one yearsThis is our first complaint to the Revdex.com by a customer that I am aware ofConsidering we are open days a year and hours per week, I believe our customer service record speaks for itself I'm sorry that in this situation we were not able to please our ex-customerOur return policy pleases most peopleAs long as shoes are resalable, we gladly offer our customers their money backWe understand that the way refunds and exchanges are handled are just as important as salesActually on June 1st, by the end of the day we had over $in refundsShoes can hurt and we recognize thatAll but one customer left our store satisfied that dayMost customers try their newly purchased shoes inside on carpeting; until they are sure they fit correctly and feel comfortableWe understand that shoes can feel differently after they’ve been worn for a period of time versus trying them on in our store When a customer returns a worn (not acceptable for resale) pair of shoes, we always try to adjust the shoe to make it comfortableWhen that does not work, we offer customers a merchandise exchange, which typically makes people happy to know that their money is still well spentWe accept the financial loss, but turn it into good, with a donation to Goodwill or the Vietnam War Vets charitiesWe don’t donate shoes because of someone’s feet making them unfit to resell; we donate because the outside appearance of the shoe, does not meet our expectations to sell to our customers Our ex-customer would not accept a merchandise creditWhen shown that the soles were worn, her response was that someone else would probably buy themWE DON’T DO THAT! Our customers deserve a brand new pair of shoes for their moneyWhen our ex-customer would not accept the exchange, I offered her 75% of her money backShe told me that for that price she would just keep the shoesI then offered to adjust the shoes for her to make them fit more comfortableShe declined, saying they fit pretty well, just not exactly what she wanted’ Thank you to the Revdex.com for letting both sides of a negative situation be heard [redacted] Manager of Naturalizer Shoes

This is in response to ID# [redacted].
Our store has been open for nearly forty years and I as manager have been here for thirty-one...

years. This is our first complaint to the Revdex.com by a customer that I am aware of. Considering we are open 362 days a year and 72 hours per week, I believe our customer service record speaks for itself.
I'm sorry that in this situation we were not able to please our ex-customer. Our return policy pleases most people. As long as shoes are resalable, we gladly offer our customers their money back. We understand that the way refunds and exchanges are handled are just as important as sales. Actually on June 1st, by the end of the day we had over $600 in refunds. Shoes can hurt and we recognize that. All but one customer left our store satisfied that day. Most customers try their newly purchased shoes inside on carpeting; until they are sure they fit correctly and feel comfortable. We understand that shoes can feel differently after they’ve been worn for a period of time versus trying them on in our store.
When a customer returns a worn (not acceptable for resale) pair of shoes, we always try to adjust the shoe to make it comfortable. When that does not work, we offer customers a merchandise exchange, which typically makes people happy to know that their money is still well spent. We accept the financial loss, but turn it into good, with a donation to Goodwill or the Vietnam War Vets charities. We don’t donate shoes because of someone’s feet making them unfit to resell; we donate because the outside appearance of the shoe, does not meet our expectations to sell to our customers.
Our ex-customer would not accept a merchandise credit. When shown that the soles were worn, her response was that someone else would probably buy them. WE DON’T DO THAT! Our customers deserve a brand new pair of shoes for their money. When our ex-customer would not accept the exchange, I offered her 75% of her money back. She told me that for that price she would just keep the shoes. I then offered to adjust the shoes for her to make them fit more comfortable. She declined, saying they fit pretty well, just not exactly what she wanted. ’
Thank you to the Revdex.com for letting both sides of a negative situation be heard.
[redacted]
Manager of Naturalizer Shoes

Review: On 5/04/14, I purchased a pair of shoes at this store. I was told that they can be returned as long as I did not wear them outside. Since I purchased these shoes to wear all day at work, I thought it best to try them out INSIDE the building to determine whether or not they would work for me. That is my normal practice. By 10:00 AM, I began feeling some discomfort, so I quickly removed them and carried them to my car which is parked inside the garage. I brought an extra pair of comfortable shoes with me just in case and immediately changed into them. I attempted to return them to the store on Sunday, June 1st and was refused a full refund. The owner offered me a partial refund, which I refused. He actually accused me of wearing them outdoors, which I found offensive. He pointed to a minor blemish that was barely visible as proof that I had done that. I told him that I only wore them in the building and that my office has terrazzo floors - that and the carpeting that is in my office. Those were the only surfaces I walked on. I reminded him of his store's promise to accept shoes back provided they were not worn outdoors, to which he replied that they are only to be worn on carpeted floors. If I am to follow his logic, then only customers with carpeted floors can return shoes for refund.He further insulted me by stating that his only recourse would be to donate them to Goodwill (as though my feet in the shoes somehow made them unfit for any other customer to wear). I have made many purchases at this store since 2001 and am appalled that he would treat a loyal customer in such an inconsiderate manner. May 4, 2014 marked my final purchase at this establishment.Desired Settlement: I am requesting a full refund of the purchase price as is the normal practice when shoes are returned in compliance with store policy.

Business

Response: