Originally Posted by NewYorkRanger
The high number of complaints at the BBB should be the biggest concern, but lets put this into perspective here people.
Yelp is a gripe fest for people who like to bitch and who are pissed off. Think about it, you had a great meal at a restaurant, with wonderful service at a GREAT price...the first place your going to run to is the internet to tell a bunch of strangers? Probably not, but when you have bad experience, Americans need to "get their $$'s worth" by writing scathing reviews online. I just booked a few hotel stays online, and had I gone with the online reviews I would have stayed home...no hotels had "super" reviews, and most were lists of complaints that ere at best petty and at worst malicious.
Now take into account the SF crew. What do you think the percentage of us is (especially lots of the newbies in this thread, for whom Alden was the newest and oolest name in the latest issue of Esquire) who take these uber close-up shots of the shoes they'll be walking through puddles and city streets in, noticing miniscule "scratches and blemishes" or "shoddy workmanship", and then claiming from behind our computer screens how come hell or high water, we're not gonna take it? And I'm saying this knowing that it used to be me.
NRO is a small shop. And like most small shops in America, its being forced to grow faster (through the www) than it probably could, or should, in order to stay relevant and IN BUSINESS. There's always some bigger shop (JCrew) who are waiting to gobble them up. Think about it, we love JCrew for their return policy, because they can AFFORD to take back stuff, and even eat a dozen pair of $500 shoes, but if NRO had the same policy and we did what many of us do to JCrew, they'd be out of business.
Then you have the fact that people are ordering shoes from NRO knowing they are not in stock, NRO is still honoring the sale price, and then we're getting pissy and cancelling our orders after finding out we may have to wait a couple of months. These shoes from a shoe company who routinely have their customers wait for "pre-orders", at full retail, up to two years, and in some cases longer. Really? REALLY? How bad did you want those shoes you just cancelled because you were "shocked" that you may need to wait a few months to get them?
Get a grip folks.
Are you arguing just for the sake of arguing? Over half of what you're arguing really sounds like you didn't even read my post and you're just complaining about peripheral crap in this thread.
I already said I understand Yelp and the SF reputation might not be the best judge of a company's quality. Yep - sentence number three, so I'm not sure why you went off on a multi-paragraph diatribe about that, leading to a conclusion I already stated. Additionally, I'm not the guy coming into the thread and taking ten megapixel pictures of a superficial mark on the sole of a shoe that will be forever covered ten steps after their first outdoor wear. I wouldn't expect anyone here to know this, but I wear
all my Aldens - I don't bust out my microscope every time a new pair gets delivered. Wear 'em, brush 'em, put 'em in the closet until next time. So frankly I don't give a shit about the percentage of people taking pictures of their shoes to complain, because I don't do it and it has nothing to do with my complaint regarding NRO. Also, I'm also not sure why you are ranting about a return policy, as I didn't mention returns once
Since you seem to have missed the point: I DON'T CARE THAT THE BOOTS ARE DELAYED.
Perhaps, given that your profession is not in sales or anything revenue-generating, you don't understand this: managing customer expectations is everything
. Everyone of us who's in a for-profit position knows this. When you get into an Alden pre-order, you know it's going to be approximately two years. That's the expectation that's been set. If you were told to expect the order in three months and it became two years without communication, you'd be pissed. Similarly, if you ordered a supposedly in-stock product from an online retailer that promises on their website to A) notify customers immediately of any backorders/out-of-stocks and B) ship within 48 hours, you'd assume the product should be there within a week or maybe a week and a half. That's the expectation they've given. When a company doesn't follow the guidelines they've set for themselves, the customer is justified to be unhappy about it. THAT is where my complaint lies. NRO portrays themselves as a communicative shop and then they left me in the dark regarding the status of my order.
I'm not asking NRO to do anything that even impacts their bottom line. I just want them to communicate - both as their posted policies/procedures dictate, and as any good business does. Like I said above, I honestly 100% do not mind if my order gets delayed...if the business lets me know. I DO care that they've been sitting on my money for well over a month and apparently don't think their customers deserve a simple email update. They could have sent an email to me at any time saying, "Dave, our apologies...due to some unforeseen circumstances both with Alden and regarding our internal capacity to process orders, it might be early August when you receive your order. Regards, NRO." If I'd received an email like this at any point, I would have voiced any issue with NRO.
It's a cheesy saying, but it's always best to "under-promise and over-deliver." NRO does the reverse of this.
Lastly, your last line about knowing I ordered something not in stock...I ordered a pair of 405s dude. Don't act like I'm trying to MTO a pair of knee-high ravello longings with tassels and an AirMax360 sole.