Discussion in 'Classic Menswear' started by Harrydog, Mar 11, 2012.
+1. Steven is a very reasonable man and his customer service is top notch.
Yeah you're right Kolecho, assuming that such a high end, high priced shoe store would offer a flawless sales experience was my fault to begin with.
If you believe that any human endeavor can be errorless, then Godspeed.
+1. From Steven's reply, they already apologized and it sounds like they are gonna take care of you no matter what (shipping + duties + purchase price). Stop overthinking all the "what if's" scenario, as I am sure Steven/Leffot will take care of it.
If you are ordering online (and even when ordering in person), mistakes can and do happen. Ordering from a high-end establishment does not make them immune to human-error, what really matters is the manner in which such-errors are rectified and by your own account it seems Steven is dealing with the situation promptly and professionally. There really was no need to raise something as simple as being delivered the wrong item on this forum unless and until it was clear the situation wasn't being resolved in an appropriate manner.
82 is the best!!!!!!
The 82 last is much more elegant then the 202 IMHO, unless of course it does not fit you then there is a problem, I have shoes on both the last but prefer the look of the 82.
I tend to evaluate customer service against the standards set by Mr. Porter. When they screw up (or even if they don't), you just call DHL to your house to pick up the return and they take it back at their expense, no questions asked. I don't really have to go to the post office and waste my time there.
I don't really care how great Leffot is considered to be here and how helpful the owner is. All that is moot because they screwed up my order.
If I wanted these shoes on the 82 Last, I couldve called EG at Jermyn Street who told me they stock them (at a considerably lower price). I paid Leffot a premium since i really wanted these on the 202 Last.
Anyway, I had to weigh my choices.
First is to go through the stress of returning the shoes, pray that US does not detain them for duties, entertain the possibility that Leffot will tell me that they will not bear the customs duties, it's my responsibility etc. It's a huuuge hassle and I just don't have the time for this nonsense. Especially when it is prompted by Leffot's sloppiness.
Second is to grudgingly accept the shoes they sent me. I have, in the interests of expediency, decided to accept them the way one accepts an arranged marriage perhaps.
Another interesting story: Leffot was advising me to size down by a half for this shoe as "the 202 Last is quite generous" but I ignored that suggestion. Lucky me. Had I ordered a half size smaller, I'd be truly screwed since not only would the shoes be on a Last I didn't care for, they'd also be too tight to wear.
Jesus....what a sad saga. And now I will stop complaining and let you all get on with the praise of these rather good shoes.
I too prefer the 82, in fact I ordered a pair on that last yesterday. Still I too would be annoyed to receive EGs on a different last than I ordered, even if the rest of the world prefered the last I received.
I'm sure leffot will sort this out for you though and agree with ezlau that you shouldn't overthink everything that might go wrong.
1) I am not sure I would use Mr. Porter as the benchmark for good customer service. They once sent me a defective item and I had to return it to them 4 times before I was actually sent the correct replacement. It is a large organisation (at least compared to Leffot) and each time you contact them you have to deal with someone new who isn't familiar with the details of your case and are often met with automated email responses rather than a considered response. At least with Leffot, you are assured of dealing with a single person which, in my experience, makes things a lot smoother.
2) Yes you could have called EG and ordered the shoes from them. Guess what, they are also human and also make mistakes (as several other threads on this forum can attest to).
3) No one is saying you should have to keep an 82 last when you ordered the 202. I think what most people are saying is, calm down, these things happen, and wait for Leffot to confirm how they are going to deal with the situation before you start whining posts about how you may not get refunded your duties and how this may happen and how that may not happen!
It's only a saga because you have made it one. Perhaps if the realities of internet shopping are too stressful for you you should stick to shopping in B&M stores?
What's with the number of insane people in this thread lately?
So true. Posting details of this saga before having even had a reply from Leffot is pretty bad form, all things considered.
Holy , is that 5" cuff?
Is it acceptable to turn up?
I also think Steven is a very reasonable person. Mistakes do happen. What distinguishes outstanding customer service from poor service is how these mistakes are redressed. It seems from your own threads that Steven is approaching this as I would expect it to be addressed if I was in your situation. But this takes time and in the meanwhile you won't have the shoes that you wanted to wear. If Steven does not follow through, which would be very surprising, do come back and share on the forum. But in the interim it is presenting Steven unfairly on the basis of what if scenarios. In all honesty if you have a better experience with other vendors, you should take your business there.
Separate names with a comma.