Originally Posted by jet
Kind of like alden apologists who can't admit they do no wrong and don't want to hear about production or qc issues.
Now that you mention it...
I recently bought some Alden wingtips from LSBH
, the last pair they had in stock. This was my 2nd purchase from LSBH and both times, I've found Bryan to be extremely helpful via e-mail.
Unfortunately, my stoke was short lived. Much to my dismay, as soon as I started inspecting the shoes, I noticed differences between the left and right (hint: count the # of punches, among other things):
As these were a special makeup for LS, I e-mailed Alden (and CCed LS) to ask if there was anything they could do, i.e. remake another pair. Alden's reply:
Sorry to hear about your shoes. It would be best if you sent your shoes back to Leather Soul since they are probably a custom style and we would not be able to replace them for you.'This is in stark contrast to Allen Edmonds, with whom I had a great customer service experience a few years ago.
Having bought a recently discontinued model from an online retailer, I found the leather quality to be questionable when I received the shoes. I e-mailed AE (incl. pictures) who then asked to send them the shoes for inspection. About a week later, their CS e-mailed me back offering to make me another pair of that discontinued style
or simply choose something else from their current stock. In that instance, I opted for another similar style since I needed the shoes for an event and couldn't wait out their lead time for producing new shoes. While AE gets a lot grief over in MC, most everyone still agrees that they offer excellent customer service. In this instance, they showed that they were willing to stand behind their products and own up to mistakes and/or replace sub-par products when necessary.
Back to Alden: I assume the pattern and/or cutting dies still exist for those wingtips. While making another single pair might disrupt the chain of production, it is very doable imo. Furthermore, I believe they do offer a special order service (with an upcharge) for individuals who require (single order) non-stock shoes...
Needless to say, the experience has turned me off Alden. I had read of qc problems, i.e. loose stiches, etc, but this? Despite all the love they apparently get from the blogosphere, I've all but sworn them off. Tbh, I'm much more disapointed by their lackluster response than by the faulty shoes.
At the time of this post, I'm exchanging e-mails with Bryan at LSBH who is working hard to offer me another shoe in exchange since I do not wish to get a refund of my purchase price. I have no doubt LS will settle this in a professional manner.
I intend to buy more shoes from LSBH/LS in the future, except that they will be MTO Tricker's and maybe treat myself to an EG from time to time...