Long time lurker writing to share what might be the worst customer service experience I have ever experienced, unfortunately Alden-related. Here it goes.
To make a long story (somewhat) short I have a pair of snuff suede indy boots with crepe soles on which have been experiencing some nasty irregular bulging where the tongue meets the outer quarter on the right boot. Nothing that makes them unwearable but disturbing on a pair of €550 boots (bought while on vacation in Germany). I contacted Alden regarding this problem and after sending them a few pictures they acknowledged the problem and told me to send them over to have them repaired. I took a €50 expense to have them sent over to Alden, hoping that the boots would come back without the nasty bulge.
This is when the problems started forming. When the boots arrived after a few weeks, Alden had tried to use glue between the lining and the outer suede to hold the bulge down, making it look worse than when I initially sent them in. I sent Alden a new email explaining my dissatisfaction with the attempted repair along with some pictures showing the now even bigger problem caused by them.
Again, Alden acknowledged the problem and told me to send them back over to have it sorted out. Confident that this time they would not make the same mistake, I payed the €50 once again to send the boots over. This time, even though I sent them several emails asking for updates, I heard nothing for a few weeks. Until one day almost four weeks ago, when I received an email saying that they couldn't find anything wrong with my boots and that they were sending them back without any adjustments. Within minutes from receiving that email I replied asking why they changed their minds all of the sudden.
Three more weeks went by. I sent four new emails asking what was happening and when I would get my boots back, without a single reply from Alden. Today, all of the sudden, ups dropped by with a box from Alden. Imagine my disappointment when I open the box to find my old boots, with nothing done to the bulge Alden created, lying in a dirty white shoe box without any shoe bags instead of the original box and shoe bags in which I sent the boots....
Long post but I had to share my frustration. I worship the shoes Alden produce but their customer service and quality standards are far from impressive compared to other premium shoe manufacturers.