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audog

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This is why I don’t buy online and never call CS. My relationship is with my SA’s. Not AE. The most satisfying purchase comes from an SA who you have a relationship with. They know enough about you that they can steer you in a good makeup vs left to my own devices would have 50 snuff suede shoes. I also marvel at how they can put up with some customers. The last time I was in the store, an SA was serving Mr. 10 pairs. A young customer who tries on no less than 10 pairs, soaks up all the good information that the SA has and before he walks out of the store, he buys a few pairs online. Of course he only keeps one because he is back next week to return the discards at the store. If I ever have an issue with a shoe, my SA’s take care of it. The SA’s are fantastic because I bet there are more Mr. 10 pairs out there than Shoenuts. That’s a fact.
Sales, and I spent a sizable portion of my career in sales training, is ALWAYS a relationship driven thing. People buy based on price for some things, but for serious purchases, intangible things, luxury items, people buy based on a relationship with a competent sales person. It's the RELATIONSHIP that matters, nothing else. Call an SA you trust, get the job done.
 

Cronmok

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Well, @ae_ashley and everyone else, I had a problem with the Trunk Show. I ordered Hamiltons in Chili with double JR soles. To my amazement, a shipment of Hamilton Chilis arrived at my doorstep today. I opened them, and there were the boots, but they had Dainite soles. I called to return them, set up my package, and then I realized that the rep said nothing about my getting a replacement. So I called again to make sure I would get a replacement, and it looks like what was going to happen was that I was going to get a refund. This of course is not good, since there would be no opportunity to buy them again. So I called up again, this time the rep said that she would give me a different return address, and I should mail them back to where they would resole the shoes with JR.

At this point, I am probably going to do that, but it seems a shame that the only way to actually get the order I wanted was to rip apart the shoes and put on a new sole. I suppose it might be OK, but it seems like it would be more appropriate to treat it like a second and pay second-time prices on it, not $725 for a "no-longer new" pair of shoes.

What do you think? I guess this is pretty much one of the reasons I am thinking I should give up the brand.
I had the same issue with a chili Hamilton ordered for red, but arrived with black dainite. I was told the same thing: I could either send them back for a “free” recrafting with red dainite or return for refund. Ultimately, I kept them and customer service discounted a portion of the purchase price (not quite to seconds pricing). Suboptimal outcome, but the path of least resistance for me.
 

audog

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I had the same issue with a chili Hamilton ordered for red, but arrived with black dainite. I was told the same thing: I could either send them back for a “free” recrafting with red dainite or return for refund. Ultimately, I kept them and customer service discounted a portion of the purchase price (not quite to seconds pricing). Suboptimal outcome, but the path of least resistance for me.
And I would have, had been in the same situation, taken the refund and said the hell with this company that can't get a custom order right. But that is just me.
 

audog

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I feel you @audog. But AE had my number —as who else is going to make me a eee width in green shell?
I retired from the financial services industry, there was no room for error, imagine "Oh we didn't put your 401(k) into the funds you wanted" This is NOT acceptable, we would have had serious repercussions. I hold companies I deal with to the same standards. If I were to order something outside of the norm, I should get what I ordered, period.
 

audog

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I feel you @audog. But AE had my number —as who else is going to make me a eee width in green shell?
I understand the eee in green shell, but damn it, if you ordered one thing and got another, they owe you a free pair in the makeup you ordered/ paid for.
 

ae_ashley

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I had the same issue with a chili Hamilton ordered for red, but arrived with black dainite. I was told the same thing: I could either send them back for a “free” recrafting with red dainite or return for refund. Ultimately, I kept them and customer service discounted a portion of the purchase price (not quite to seconds pricing). Suboptimal outcome, but the path of least resistance for me.
Message me and we can reorder with the correct specs of you're still interested. I'm sorry this happened.
 

audog

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I feel you @audog. But AE had my number —as who else is going to make me a eee width in green shell?
And you should get to keep the "wrong" order, they should send the right thing, and let you keep the wrong ones. They, the company, should eat the loss. It's just basic make the customer happy business,
 

audog

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Message me and we can reorder with the correct specs of you're still interested. I'm sorry this happened.
Just my 2 cents, but he shouldn't have to return anything, just should be provided with what he ordered in the first place and no extra charges. companies should either get it right, or not charge.
 

Vincent George

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I understand the eee in green shell, but damn it, if you ordered one thing and got another, they owe you a free pair in the makeup you ordered/ paid for.
To be fair, they did offer me a re-do, but I didn’t want to waste the boot because I actually like the coloring more than I dislike the welt. Probably a little wimpy on my part, I admit.

But, I’m with you, generally speaking, on most similar things re: expectations and obligations. 👍
 

ae_ashley

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Just my 2 cents, but he shouldn't have to return anything, just should be provided with what he ordered in the first place and no extra charges. companies should either get it right, or not charge.
Sounds like there are moving parts already in action with consumer care, so I don't know what I don't know...but I do know I can get him what he ordered. We can figure it out. He just needs to reach out and partner me in on the information i'm missing.
 

audog

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Sounds like there are moving parts already in action with consumer care, so I don't know what I don't know...but I do know I can get him what he ordered. We can figure it out. He just needs to reach out and partner me in on the information i'm missing.
I have no doubt you will get it figured out and make him a happy customer, with the footwear he wanted. You are one of the "good ones" who believe in customer satisfaction.
I stand by my statement that he should be allowed to keep what he got, but GET what he ordered.
 

audog

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To be fair, they did offer me a re-do, but I didn’t want to waste the boot because I actually like the coloring more than I dislike the welt. Probably a little wimpy on my part, I admit.

But, I’m with you, generally speaking, on most similar things re: expectations and obligations. 👍
Re-do isn't acceptable, get it right or don't charge. Frankly there is no excuse for not getting it right in the first place. imagine if (whatever business you are in) didn't get the order right....
 

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