Hi Sergio,
Thank you for sharing such detailed feedback, and for the kind words about the shoes themselves. We’re really glad you love the fit and feel, and we’re equally sorry that your experience with the 5,000-mile warranty took away from that.
To clarify the pricing concern: the warranty credit is calculated from the shoe’s full retail value rather than any sale or promotional price. We understand how that can feel confusing or unfair, and we’re reviewing how we communicate this so it’s much clearer up front.
Regarding the proof-of-destruction requirement, we completely understand how awkward and uncomfortable that step can feel. The intention behind it is simply to prevent worn pairs from re-entering circulation in ways that could create safety, quality, or resale issues, never to put customers through an unpleasant experience. Your description really highlights how this step can come across in real life, and we’re actively evaluating alternatives that maintain program integrity while creating a better experience.
We appreciate you taking the time to share your perspective, and we’re committed to making this process simpler, clearer, and less frustrating for future customers. If you’d like to talk more about your specific case, please feel free to reach out at [email protected] we’d be happy to continue the conversation.
Hi John,
We’re truly sorry for the experience you had. Receiving the wrong item, especially after waiting, is incredibly frustrating, and the lack of support you felt when you reached out is not the level of service we aim to provide.
Thank you for returning the shoes so we could make things right. We’ve processed your refund, but we understand that doesn’t make up for the inconvenience, the extra time, or the out-of-pocket cost you incurred. Your feedback is important, and we’re using it to address gaps in our process and improve the support our team provides in situations like this.
If you need any further assistance please reach out to [email protected]
Hi Wojciech,
We are sorry to hear about the delay with your return.
We are not seeing any recent emails under your name. We want to make sure your return has been processed, so please reach out to [email protected] and someone will assist you right away
Hi Andi,
We’re very sorry to hear that you’ve felt passed around or left without answers, that’s never the experience we want anyone to have. We’re not able to locate details about your specific case from this review alone, but we absolutely want to understand what happened and make sure it gets resolved.
When you have a moment, please reach out to us at [email protected] with the name or email used on your order so we can look into this right away. Our goal is never to stonewall or redirect without reason, and we’re committed to getting you the support you should expect from us.
Thank you for bringing this to our attention, we’d really like the chance to make things right."
Hi Ekaterina,
We’re so sorry for the frustration with your order and the delay you experienced. We understand how disappointing that was. We’re glad your refund has since been processed, but we truly appreciate your feedback as we continue working to improve.
Hi Kajan,
We’re really sorry to hear about your experience with your shoes, especially since you rely on them for longer, remote outings. We understand how frustrating it must be to have your Mesa Trail 2s break down so quickly, and that’s definitely not the standard we strive for.
It sounds like you’ve already been in touch with our team for a refund, but if you’d like, we’d love to work with you on finding a model that better suits your specific terrain and mileage.
Thank you for sharing your feedback, it helps us improve our designs and quality for the future. If you’d like to continue the conversation, please reach out to us at [email protected]
