SOMS Footwear

Thank you for bringing this complaint to our attention At SOM Footwear, we offer free exchanges and returns as part of our one-time shipping costs to ensure that customers can try our shoes risk-free Our policies state that we accept exchanges and returns on all shoes “returned in
their original, unused condition within days.” This policy is both on our website as well as on the paperwork provided in the shipmentWe strive to always apply this policy fairly across the board to any customer who is returning their shoes. ***
When the customer requested a return, we provided the pre-paid label to ship the shoes back to the store at no costWhen we received this specific pair of shoes, there were obvious signs of wear and some damageThere is an adhesive residue on the back of the shoe both on the outside and on the inside where it appears the band aids mentioned were attached to the shoesDirt and dust are on the sides of the shoe and the soles The tread of the soles also show signs of wearAs such, the shoes were not returned in the original condition and we cannot sell them as new We do regret that we did not reach out to the customer initially via phone to discuss in person; however we have encouraged her to reach out to us in subsequent emailsOn October 13th, we offered an option to help defray the cost: we would attempt to resell the shoes in our outlet store at a reduced, outlet price and reimburse the customer after the sale (As a small company, we look for solutions to help our customers This particular option is not offered frequently, as it is complicated and can often take months to complete However, we do it to help our customers as much as we can when we cannot accept a return.) The other option available we provided was to send back the pair of shoes as purchased to the customer We encouraged a call at the customer’s convenience to discuss this further We received an email declining our offer and this complaint was filed without any further discussion We have reached out to the customer again via phoneAs a repeat customer, this customer received free shipping and $off her order for a total of $for our current model (Norwood) When placing her order over the phone, the customer mentioned she did find our previous model (SP-L3) a bit hard on her feet and our customer service representative suggested she look into a brand of inserts that other customers have recommended(These inserts are not sold by SOM Footwear, nor do we receive any commission.) Unfortunately, we have to decline the request for a full refund As the shoes were returned in damaged condition, they cannot be resold as new and are not acceptable for a full refund Our return policy serves our previous and our current customers equally and we are committed to applying it fairly We hope that one of the other two options provided can bring a solution