My name is Sergej. I'm new to the forum, though I have been reading a lot of the very informative posts.
I ordered a pair of Meermin longwings last summer. The arrived quickly and I was very pleased with the quality of the shoes. A few weeks later I ordered a pair of double monks. The arrived after a few weeks. Happy to have finally recieved my monks I put them on and went out to some friends.
During the day I realized that for some reason the dimensions of the shoes looked a little off. Back home I took out a measuring tape and found out that the toe cap on the right shoe is about 5 mm longer than the one on the left shoe. Also, the cutting and stitching on the right shoe is very uneven. The back of the toe cap is not a staight line and it curves towards the outside of the shoe.
I informed Sandro and he asked me to return the shoes. He said he would send me a new pair as soon as they would be ready (this was on september 28th) I shipped him the shoes. Since I didn't hear anything from Meermin I send an enquiry to the Dutch postal service regarding my shoes. They informed me the shoes were deliverd to Meemrin october 5th (this was december 14th)
I informed Sandro that my shoes had been with Meermin for over two months. He replied that he would check with the warehouse. After two weeks and several reminders from me Sandro informed me that the shoes were at the factory and that he wul update tomorrow (it's januari 2nd now) This afternoon I recieved a mail from Sandro stating that he couldn't exchange the shoes since they were used and that he would retun my shoes.
I was very surprised. In my original email I had made clear that the shoes had been worn and Sandro specifically asked me to return them. So it took them three months to figure out something that I had actually mentioned before sending my shoes. Furhermore, the fact that they are worn is irrelevant, since this is a factory defect, not a case of buyer remorse or ordering the wrong size or color. I hope Sandro wasn't planning on actually selling the shoes again! Apart from all this, I didn't need an axchange, new toe caps and a restitched strap would have been fine.
After all this I checked the Meermin website for small print and there it is. The Meermin warranty is only valid before the shoes are worn. All quality controle is supposed to be done by the buyer (Sandro confirmed this) After you have worn the shoes, the warranty is no longer valid, since only shoes that have not been worn can be exchanged. This also means that if your shoes fall apart after a few week your left at the mercy of Meermin. The shoes have been worn after all.
Well, it's a lesson for me. Allways check the small print before buying. I not disputing that Sandro is right according to the small print, but I do think they could have handled the situation in a more customer friendly manner. Thanks for letting me vent
Oh, and here is a picture of the toe caps.