TODS USA

I accidentally placed an order and tried to cancel it immediately. Literally emailed and called several times. Several days later, they shipped the order. Someone finally responded days later and told me the order couldn't be canceled. - duh! Not even an apology. I have never experienced such terrible service from an Italian company. Out of principle, I will return the product and never buy anything from Tod's again. Perhaps the company needs a better translation of CUSTOMER and SERVICE.

I've been a customer of Tod's for a long time and purchased two pairs of shoes in July. I tried to wear one pair the next day but the shoes were so uncomfortable so I was unable to wear them. The fit was not the same compared to the style of the same shoes I tried on in the store. I returned them to the store immediately but did not have the shoe box and the care cloth. I was told if I returned the box and cloth that I would receive a full refund instead of the store credit. I found the box and cloth at home and called the store to let them know I would be returning them the following day but the associate and then the manager told me that they would not issue me a refund after all. I was crushed. I relied on that promise and had no idea that they would not honor it. The store credit is of no use to me for I will never shop at Tod's again. All of my friends and family alike now know of the horrible treatment I received from Tod's and will no longer shop there too.

I have a few of Tod's handbags. I had to deal with customer service after having an issue with one of my handbags...Please, think before purchasing these products...the customer service department Sucks. They did not pay attention to my request , and directed me to an outside company. I have never had such a horrible experience with a company. I will never purchase another Tod's product and will tell everyone I come into contact with to stay away and purchase other products

Review: I purchased a pair of your shoes for my very first time after my wife recommended I spend a little more and get a pair of brand name shoes. Unfortunately these shoes a terribly uncomfortable and unwearable. I really don't spend this amount of money on shoes as it is very expensive but for comfort I gave in and decided to listen to my wife. Now I don't know what to do with them and would really like to send them back to Tod's. I have been contacted back by Tods and biased on there replacement policy they are neglecting to honer my request. I logged my complaint with in the warranty time frame. I haven't received a response until now. Now they are saying that it is not covered under the warranty but if there response time would be better then waiting one month the it would still be covered by the warranty. Tods needs to work on there customer service.Desired Settlement: I want a refund or replacement

Business

Response:

To Whom it May Concern,

US Customer Service first received the client’s inquiry via www.tods.com on July [redacted], 2013. He noted that his shoes were so uncomfortable, that he felt they were practically non-wearable and that he would like to send them back to TOD’S. US Customer Service responded that afternoon with TOD’S Product Claim Form so that the client could provide their product information for an evaluation, and so that the company could determine the best solution for the situation. The client sent an email to the US Customer Service email account with the same complaint and request on July [redacted], 2013. The client was then sent another copy of the Product Claim Form from the US Customer Service email account that afternoon.

The client sent an email response on July [redacted] with an image of the item, his city of residence and a copy of his receipt, as requested by US Customer Service in the Product Claim Form. The client’s receipt is dated July [redacted], 2012 from TOD’S Woodbury Outlet. US Customer Service responded to the client on July [redacted] and noted that TOD’S warranty for repairs beyond natural wear and tear, product claims and store credit is for items purchased from authorized US retailers (outlets excluded) for 1 calendar year. US Customer Service also noted that all items sold at TOD’S US Outlets are sold on an “As Is” and “Final Sale” basis, as stated on the copy of the client’s receipt that he provided to US Customer Service on July [redacted]. US Customer Service noted in the same email that although the company appreciates his comments and concerns regarding the fit of the client’s item, that different materials and styles are better suit ed to clients’ particular foot shape, stride and use than others. US Customer Service recommended that the client take his item to a local, trusted repair vendor for an independent evaluation to see if they could alleviate some of the discomfort he was experiencing. The client was provided with the contact information for his nearest TOD’S recommended vendor. US Customer Service also recommended in the same email that if the client would like to seek further resolution, he would need to contact the TOD’S Outlet of his purchase.

The client responded to US Customer Service on the afternoon of July [redacted] that he had been trying to get in touch with a TOD’S representative for over a month and included a copy of the automated response message that is sent by [redacted] when a client submits an inquiry. The automated response was dated for June [redacted], 2013. Unfortunately there must have been a technical error as the client’s comment was not received by US Customer Service until July [redacted], 2013. The client said that if TOD’S had received his comment on June [redacted], his item would have fallen within the warrantee timeframe. US Customer Service responded and thanked the client for their documentation, but confirmed that the warranty does not extend to TOD’S Outlet items. Please note that on the client’s and all TOD’S Outlet receipts, “No Returns, Exchanges , or Refunds on any such merchandise,” and “All sales final no returns no exchanges,” is clearly printed.

US Customer Service emailed the client on July [redacted] that as a one-time gesture in kind TOD’S would offer him a merchandise credit to be redeemed at the Woodbury Outlet of his purchase in exchange for the shoes that were causing him discomfort. He was provided with contact and shipping information to send the shoes back. US Customer Service contacted the client again on the afternoon of August [redacted] to insure he had received the previous email and offer. The client confirmed via email that afternoon that he had received the email with the offer and thanked TOD’S for the kind gesture. He provided the tracking information which confirmed that the shoes had arrived at the Woodbury Outlet that day, Thursday, August [redacted]. The General Manager of the Woodbury Outlet confirmed that a paper copy of the client’s credit was sent to his preferred US shipping address on the afternoon of Friday, August [redacted]. US Customer Service emailed the client and requested that he please confirm once he had received the paper copy of his credit. US Customer Service has not yet received the client’s confirmation.

We are satisfied that we were able to fulfill the request of our client as an exception and we take pride in offering exceptional service.

Please let me know if you have any further questions.

With kind regards,

US Client Relations

TOD’S

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Purchased a pair of Leather Gommino Horsebit Moccasins at the Madison Avenue Tod's.

Just a few regular wears of the shoe, the bottom was visibly worn off.

I went to store on Madison avenue. After fight, they took the shoes, and sent pictures to Italy for review. After 2 months of waiting, Italy says it is normal wear and tear.

The [redacted] was trying to be helpful, but she didn't return my calls multiple times, and promised to call me back over those 2 months of waiting.

After 2 months, customer support finally called me. Said no to refund or exchange. They said the shoes are not meant for walking, just driving. My salesperson said no such thing when sold me the shoe.

The shoe is defective and the company can't charge $500 for such a product.Desired Settlement: Refund

Business

Response:

Dear [redacted],

In kind regards to your inquiry, your purchase of the Tod's Iconic Luxury Driving Shoe is showing wear that is normal if used in any other capcity other than driving in which case the Gommini, the rubber pebbles, and the shoe's leather never touch the ground. If worn while walking, natural wear and tear will occur at which point we recommend applying a shoe polish the color of your shoe to prolong the life of your purchase.

We want to underline that the consumer protection and satisfaction are the fundamental principles upon which our company has always based its success.

For these reasons, and in the name of fairness and professional competence that move our work, we ask our technical department to examinate every single claimed pair and in case they find a fault due to the materials or the manufactoring process.

To be more specific, the shoe in question has the evident feature not to have a rubber or leather sole, but simply small protruding pebbles that form the base of the shoe. As a result the shoe is more delicate and more subject to abrasion in the points which are exposed while walking on any surface. Moreover these points vary according to the posture of each individual; therefore, for some people there will be a greater wear at the toe-end, for some at the heel, for some others along the side parts (inside or outside).

For the above mentioned reasons, we are sorry to inform you that our company cannot accept this claim, as there is no defect.

We are confident that you will understand our explanation and we remain at your disposal for any further queries.

Kindest regards,