Return process opaque and dishonest
The shoes were too big for me, and in trying to return them, I was dismayed by how difficult, complicated, and frustrating they made the return process. The website directed me to write an email to request a return. I actually had to write six emails and remain very persistent before I was able to do the return. 1st return request - Aug 23: Requested to return the shoes and the extra insoles. They responded on Aug 25 to inform me that I could not return the insoles. They ignored my request to return the shoes. 2nd return request - Aug 28: Replied that I understood that the insoles were non-returnable and requested again to return the shoes. They did not respond. 3rd return request - Sep 14: Reminded them that I had made 2 previous requests to return the shoes and advised that if they did not respond by Sep 18, I would dispute the charge with my credit card company. They suggested that I keep the shoes to resell or gift them in exchange for them refunding me 15% of the price of the shoes and providing me a 20% off coupon for a future purchase. 4th email: Informed them that to assess whether their offer of discounts was worthwhile, I needed to know the address for the return so that I could figure out how much it would cost me to return the shoes. I suspected that I might have to pay international shipping charges, in which case it wouldn't be worth returning the shoes. 5th email: They offered to exchange the shoes or increase the discount on the original price to 30%. They advised that I would have to send them photos as proof that the items were unworn and in original condition before they would send me the address and instructions for the return. 6th return request: Sent them the photos of the shoes. They provided me with the address (in the U.S.) and instructions for the return. They said that before they would process a refund, I should track the shipment and notify them with the tracking number and the dates the shipper delivered them the items. It cost me $17.20 to ship the shoes back to them via the post office. Good riddance. I will never buy shoes from them again. It is clear that their return process is set up to discourage people from returning.