Herring Shoes - Experiences?

[RogerP]

tdolly - whatever it is you're smoking, you SERIOUSLY need to quit.

 

[Balfour]

My experience of when things go wrong


Chat session started at 16:30:26
Please be patient while you are being connected with an operator ...
You are now chatting with Chris
Chris: Welcome to Herring Shoes, how may I help You today?
Tadhg: Order ID: 233702 Dear Chris In March of this year I bought a pair of Herring Shoes from your web site. When my shoes arrived with their individual bags and polish I was more than impressed with the quality of the product and the service and there and then committed to buying my shoes from Herring in the future. Today, much to my disappointment a hole appeared in the sole of my left shoe, this is not something I have experienced before and would like to know what you think I should do next. Please advise. Yours sincerely Tadhg
Chris: Hello, after wear soles do tend to need replacement, especially leather soles. Now there are many things to consider when trying to work out how long a sole should last, but generally speaking they should last between 6 months and a year or longer if alternated
Chris: If they have ever been wet and not been allowed to dry, then this also means the soles are likely to wear out quite quite quickly
Chris: May I ask, have you been alternating your shoes at all Tadhg?
Tadhg: Yes Chris, I have a collection of brogues, this is not soe
Tadhg: This is not something I have experienced before,
Chris: ok understood. Now i would like if possible to send them back to their manufacturer for you for a free resole and heel if they find they are faulty, which they do sound like they could be.
Chris: as I say there are many variables, and Leather soles do wear quickly if they have been worn in wet conditions
Tadhg: Not worn in wet conditions, home, car, office, car, home
Chris: ok lets get them sorted for you. Could you possibly return them to us please, with a cover letter saying what you have told me and I shall get them sent off for you.
Chris: Details on how best to return are here http://www.herringshoes.co.uk/faq.php#exchanges
Chris: and please accept my apologies for this
Tadhg: No Chris, I am not minded to write a letter and spend money sending a defective
Tadhg: Pair of shoes to be repaired
Tadhg: Expected much more from Herring
Chris: I am offering to have them repaired comepltely free for you sir
Chris: but I must of course have them here first, and the reason I ask you for a cover letter is we have many many returns come in to us and it is good if we know the full story, for who ever will deal with the return
Chris: also, your delivery charges would be refunded. If this is an issues I can arrange for a free collection for you
Tadhg: No Christ you are asking me to spend my time writing a letter explaining the failure of a Herring product and then to spend my money returning them tO Herring
Tadhg: To be frank it would far easier to visit a shoes repairer
Chris: yes, a very brief letter simply saying what we have discussed so obviously the person dealing with the return knows what is going on. I would not recommend any other cobbler repairing them, Cheaney would do a much better job and do it properly
Chris: you can simply write ' BEING RETURNED AS FAULTY SOLE, AS DISCUSSED WITH CHRIS CLARK, TADHG DOLLY'
Tadhg: Thank you for your offer Chris, it does however fall short of my expectations of Herring and I will not be availing of it.
Chris: May I ask what you expected? As I see little more i could do for you sir
Tadhg: To be fair I expected something exceptional as this is what I have experienced todate
Chris: I am offering to collect the shoes for free, and get new soles and heels put on for you also free of charge. You would simply need to put them in a box for us with a cover letter so we know who had returned them. I am sorry if this does not meet your expectations
Tadhg: Thank you for your time Chris
Chris: Thank you Tadhg, please do let me know how you wish to proceed
Tadhg: I am going to buy a new pair of shoes in my local shoe shop
Chris: ok not a problem at all. Thank you

Er ... what?

Seems to be a good advertisement for Herring Customer Service in my book.

 

[TM79]

Wow.

tdolly is the perfect example of why the customer isn't always right, and is frequently an overly entitled asshole.

 

[DayTripper]

This is completely ******* ridiculous. This is an example of outstanding customer service and, if anything, it makes me want to buy more shoes from Herring.

 

[gyasih]

1st post is this? Don't feed him guys. This is an example of great customer service in my book.

 

[tdolly]

Really surprised by the reaction on the forum, have found excellent advice and recommendations here and chose to share the conversation with Herring without comment for information only.

Herring make beautiful shoes, their web site, delivery service and packaging are the best I have used.

However unlike the Barker and Church's shoe I have been buying for years they have not worn well.

 

[Patek]



My experience of when things go wrong


Chat session started at 16:30:26
Please be patient while you are being connected with an operator ...
 You are now chatting with Chris
 Chris: Welcome to Herring Shoes, how may I help You today?
Tadhg: Order ID: 233702 Dear Chris In March of this year I bought a pair of Herring Shoes from your web site. When my shoes arrived with their individual bags and polish I was more than impressed with the quality of the product and the service and there and then committed to buying my shoes from Herring in the future. Today, much to my disappointment a hole appeared in the sole of my left shoe, this is not something I have experienced before and would like to know what you think I should do next. Please advise. Yours sincerely Tadhg
 Chris: Hello, after wear soles do tend to need replacement, especially leather soles. Now there are many things to consider when trying to work out how long a sole should last, but generally speaking they should last between 6 months and a year or longer if alternated
 Chris: If they have ever been wet and not been allowed to dry, then this also means the soles are likely to wear out quite quite quickly
 Chris: May I ask, have you been alternating your shoes at all Tadhg?
Tadhg: Yes Chris, I have a collection of brogues, this is not soe
Tadhg: This is not something I have experienced before,
 Chris: ok understood. Now i would like if possible to send them back to their manufacturer for you for a free resole and heel if they find they are faulty, which they do sound like they could be.
 Chris: as I say there are many variables, and Leather soles do wear quickly if they have been worn in wet conditions
Tadhg: Not worn in wet conditions, home, car, office, car, home
 Chris: ok lets get them sorted for you. Could you possibly return them to us please, with a cover letter saying what you have told me and I shall get them sent off for you.
 Chris: Details on how best to return are here http://www.herringshoes.co.uk/faq.php#exchanges
 Chris: and please accept my apologies for this
Tadhg: No Chris, I am not minded to write a letter and spend money sending a defective
Tadhg: Pair of shoes to be repaired
Tadhg: Expected much more from Herring
 Chris: I am offering to have them repaired comepltely free for you sir
 Chris: but I must of course have them here first, and the reason I ask you for a cover letter is we have many many returns come in to us and it is good if we know the full story, for who ever will deal with the return
 Chris: also, your delivery charges would be refunded. If this is an issues I can arrange for a free collection for you
Tadhg: No Christ you are asking me to spend my time writing a letter explaining the failure of a Herring product and then to spend my money returning them tO Herring
Tadhg: To be frank it would far easier to visit a shoes repairer
 Chris: yes, a very brief letter simply saying what we have discussed so obviously the person dealing with the return knows what is going on. I would not recommend any other cobbler repairing them, Cheaney would do a much better job and do it properly
 Chris: you can simply write ' BEING RETURNED AS FAULTY SOLE, AS DISCUSSED WITH CHRIS CLARK, TADHG DOLLY'
Tadhg: Thank you for your offer Chris, it does however fall short of my expectations of Herring and I will not be availing of it.
 Chris: May I ask what you expected? As I see little more i could do for you sir
Tadhg: To be fair I expected something exceptional as this is what I have experienced todate
 Chris: I am offering to collect the shoes for free, and get new soles and heels put on for you also free of charge. You would simply need to put them in a box for us with a cover letter so we know who had returned them. I am sorry if this does not meet your expectations
Tadhg: Thank you for your time Chris
 Chris: Thank you Tadhg, please do let me know how you wish to proceed
Tadhg: I am going to buy a new pair of shoes in my local shoe shop
 Chris: ok not a problem at all. Thank you

This is cause for banishment from SF.

 

[topos]

Er ... what?

Seems to be a good advertisement for Herring Customer Service in my book.

agreed. i'm glad he posted that conversation, honestly. it's quite helpful, and i'm that much more likely to buy from herring again. i am, by the way, still amazed at how promptly herring shipped my shoes. it took the same time it takes me to get a pair of AEs shipped from the midwest, and those are domestic!

 

[wurger]



Really surprised by the reaction on the forum, have found excellent advice and recommendations here and chose to share the conversation with Herring without comment for information only.

Herring make beautiful shoes, their web site, delivery service and packaging are the best I have used.

However unlike the Barker and Church's shoe I have been buying for years they have not worn well.

If that is your sole intention, you really need to read what you have posted.

because everyone else including me think you are one type of customer that we don't want to deal with.

 

[Yowzer]

Herring CS does it again! 'Nuff said.. Next!

 

[kayhill]

Cross post.

Herring Drake with a new lick of paint.

 

[Oldguy]

tdolly,

why were you so rude to the customer service rep?

You were offered excellent service and have posted free advertising for Herring, but you have embarrassed yourself.

What do you see when you read the transcripts?

 

[Yowzer]

Cross post.

Herring Drake with a new lick of paint.

Looking really good kayhill.. great shine... just the burgundy wax polish?

 

[kayhill]

Yup, just the wax polish and a bit of water to help with application.

 

[DayTripper]

10% off all Herring shoes, luggage, belts, ties, and t-shirts with code HS1013 until October 31st.