Shoe Warehouse

I am a “ The Shoe Company” VIP, and long-time customer. I recently purchased a pair of boots there for my teen. Unfortunately, the zipper broke after a handful of wears. I called to ask if they had a pair to replace them, and was told they only had one pair left in store but they were defective, so they would offer me an additional 20% off. After already purchasing a pair that were defective I did not want to replace them with another defective pair. So, I asked about ordering a new pair in to replace them with. The manager said it was not possible unless I came into the store. I explained that I lived an hour north of the store, quite a distance to drive to do the exchange. So, I would like the replacement pair to be there after coming all that way, so that we could complete the transaction/exchange in one trip. The manager repeated in a very curt manner that the store policy states that they cannot order items in unless the customer is at the store in person. Under the circumstances I was hoping for some flexibility around this, as they were specifically to replace a broken, defective item purchased at the store. There was NO flexibility. So, I offered to pre-pay with my CC. At which point the manager informed me that it was illegal to take CC payments over the phone. OK. So, I asked him if I could just leave the CC #, my purchase receipt info, and my personal contact info in good faith, so that he may be able to order the replacement pair in, ready for us to pick up in a few days. He stated that it was not possible, as it is illegal to take any CC info over the phone. OK. I told him I had already checked into ordering a replacement pair online, but the cost difference was $30+ more than I paid in store. So, I asked what other solutions there were. He said there were none. I had to come in, do the exchange, and order the new ones in person. Then once they arrived to the store I would have to drive there and back 2 hours yet again to come pick up the new pair. I explained that the time, and gas it would take to do that would pose a hardship financially, and it just did not seem like a reasonable solution. At this point the manager became very short and dismissive with me. He began talking over me, and not listening to my concerns. Nor did he try in anyway to help me resolve the issue. I asked him to please stop interrupting me and allow me to speak, at which point he became exceedingly rude, telling me there was nothing he could do to help me. He then said he had an alarm going off, indicating that he was going to be late for a meeting. He had been on the phone with me for less than two minutes. When I once again requested that he please help find an agreeable solution he hung up the phone on me. This call/exchange happened to take place over speakerphone in our company board room. It was overheard by a number of my colleagues.We all agreed it was both embarrassing for “The Shoe Company”, and unacceptable in terms of customer service. I was advised that I should follow up and notify corporate, which I have done. In the meantime I’m happy to relay that the customer service support agent was both receptive, and professional. She was able to offer a solution that worked from a customer standpoint. She also made sure there was stock available in the brand, style, and size we were looking for. The solutions offered by head office customer support should’ve been easy enough for an individual in a management position to negotiate. Sadly that was not the case here. The current manager is very unprofessional, and rude! He very obviously lacks the adequate training and customer service skills necessary to provide even the most basic of customer service solutions. I can no longer in good faith support a company that permits their management to behave in such a disgraceful manner towards their customer base. “The Shoe Company” just lost my business, as well as all the rest of my colleagues who were privy to this very unsavoury exchange. #ManagementFail #VeryBadForBusiness

I was told that I had to give my name to be eligible for a return ,then my email. Then I was told I would not be on an email list. Then I got an email!!!! Not true. I only needed my receipt, not to register my receipt. Never again, thanks for the lesson in lies of a sale associet. Not cool I unscribed and I bet I will hear from them again!

Arrived after the mall opened at 11am. Store is supposed to be open. I drove over an hour to make a return. Pretty unhappy about the wasted trip.

Great selection of shoes. Prices a little high but overall good experience.

Ive shopped here for yrs ,first time I Needed to exchange my 100$ runners for a larger size ,have receipt, within exchange time ,ripped cardboard box ... because box isn't in good shape they will not exchange.Completely Lost my service and sharing my ridiculous experiance.

They ordered my size on line and I picked up in store 4 days later.

Decent selection of shoes for my teenaged son to browse. He seemed happy with the selection. Seemed understaffed which is happening everywhere

Worst customer service ever.

Not a good day to start your business, staffs are busy for something else instead of attending customers. Asked help to one of them but seems she dont want to get disturbed. Went to SofMoc, their staff are very attentive and helpful,so I bought my new pair of shoes. Won't come back to this shop again. Very poor service "The Shoe Company"

I went with my husband to get a pair of shoes each. My husband knew exactly what he wanted. They didn't have his size in stock. They said they would have a pair shipped to him. They didn't put his correct name on the order it's lucky we got the package at all.