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Issues with Edward Green Service. Somewhat resolved. UPDATE 4/5

Discussion in 'Classic Menswear' started by rebel222, Feb 19, 2011.

  1. ArsenalDan

    ArsenalDan Senior member

    Messages:
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    Nov 16, 2010
    I don't know, I learned to talk that way from the Alden thread. Am I doing it wrong??

    [​IMG]
     
  2. meister

    meister Senior member

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    I am expecting my recrafted shoes back next week. I paid $344.57 USD for this recraft, which does not include the cost of my shipping them to Edward Green,

    USD344.57 plus further shipping cost?

    When blokes around here sell new EGs for USD650-450 you would have to consider that recraft a ripoff. An AE recraft is like USD100 right?
     
  3. tomascot

    tomascot New Member

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    So it seems that the consensus is that I'm not getting worked up over nothing. NORE, I had been communicating with Christopher Grumbs, the Jermyn St store manager. He was very nice every time that I communicated with him. He is bad about returning emails, however.

    I am worried that they will think I'm a complainer. One of the emails that Chris did not reply to was about purchasing a new pair of shoes. My shoes were off for a recraft during EGs winter sale. I inquired about purchasing a new pair, so maybe they could send me 3 pair back, instead of 2. That was one of the emails that went unanswered. I sent Chris and email indicating that I was less than satisfied with the service to date (before I received my shoes). I also indicated that one of my emails that was unanswered was about purchasing additional shoes. This "complaint" email also went unanswered. Needless to say, I didn't purchase another pair because they never answered my inquiry about purchasing.

    Does anyone have the contact info for the factory? I would like to message them to see about a resolution. I am hesitant to send any shoes back because of the expense of int'l postage. I spent around $140 just on postage to and from the factory for the Chelseas and Westminsters.


    Factory phone number 01604626880 This is uk dialling code.
     
  4. cold war painter

    cold war painter Senior member

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    Mamucium
    Ever since EG started selling through J. Crew and using union labor, their QC has been on the slide.

    It's probably due the the MLK holiday and all the Afro Americans that work there

    I suspect the ever-present influence of the elegant Socialists.



    Factory phone number 01604626880 This is uk dialling code.

    +44, just for completeness.
     
  5. Northampton Novice

    Northampton Novice Senior member

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    Rebel222 You are not overreacting at all. The service you have received is unacceptable, given the number of SF members here who are 'the discerning few' that EG considers as customers, perhaps SF should develop it's own feedback mechanism - so rather than say you or me coming across as 'complainers' we have our grievances raised via SF?

    Just an idea...it's Sunday and I'm grumpy.
     
  6. upnorth

    upnorth Senior member

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    No, it's not. There are a pair of shoes, common. You never play with that or I call Obama straight away without hesitating.[​IMG]
    Obama says fuck recrafting. [​IMG]
     
  7. kev777

    kev777 Senior member

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    Northern England
    Please Please dont be doing this thread !!!!! Just about to spend good money on my first pair of full price EG's and you go an do this thread !!!! I'm distraught.......[​IMG] [​IMG]
     
  8. LatinStyleLover

    LatinStyleLover Senior member

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    Aug 26, 2007
    USD344.57 plus further shipping cost?

    When blokes around here sell new EGs for USD650-450 you would have to consider that recraft a ripoff. An AE recraft is like USD100 right?


    These were the first pair of nice shoes I have ever owned, given to me by my dad (so they cost me nothing). They fit beautifully and are extremely comfortable. $344.57 plus shipping to EG is worth the price, IF they turn out nice. If they did to them what was done here then, yes, it would be a rip-off. I will know early next week, I hope.

    As to those selling EG's here? I agree, some amazing deals and I am considering a pair as I write this, but these are quite special to me. My total, personal, investment in these shoes is $344.57 and shipping so assuming they turn out as nice as the pair bengalstripe did a while back (and mine appear to be the same shoes he had) it will have been well worth the price, in the end. Recrafting is not for everyone, clearly, but it works well for some.
     
  9. Canary Wharf

    Canary Wharf Active Member

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    Feb 20, 2011
    I don't think you are overreacting at all.

    I often look at the EGs black oxford captoes and wonder if they are really worth £200 more than C&J Audleys. You would at least expect the service to be outstanding for that money.
     
  10. Slewfoot

    Slewfoot Senior member

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    Rebel - Sorry to see the easily avoidable damage done to the Chelseas. I think EG should credit you the $140 for all the shipping you had to deal with and that way you can put on metal toe taps and have a cobber here remove the stains. Seems only fair they do that. EG is definitely having some growing pains these days in terms of their customer service.
     
  11. Metlin

    Metlin Senior member

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    Unacceptable, given the brand and the prices that they charge.

    I am, quite honestly, surprised.
     
  12. lasbar

    lasbar Senior member

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    Obama says fuck recrafting.

    [​IMG]


    He has budget problem at the moment...[​IMG]
     
  13. entrero

    entrero Senior member

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    Cost of recraft...$100
    Time it takes to get your shoes back...priceless

    For everything else there's topy.
     
  14. rebel222

    rebel222 Senior member

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    So I called the factory this morning, per Spoo's recommendation.

    I spoke with the production manager, Alex. He was very apologetic, and he made the same comments as Bengal. He stated that this should not happen because they wrap the uppers in plastic. He noted that the girl that completes the polishing must not have noticed it. He did not state how this could happen, which I'm curious about.

    He said that the edge dressing is water soluble, so it is easily removed. He is working on the details of having the shoes sent back, at EGs expense, to take care of the issues. He is supposed to write back in a few hours. I will update this thread as more details come.
     
  15. medtech_expat

    medtech_expat Senior member

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    Glad to hear that EG is making a reasonable effort to resolve these issues.
     
  16. Slewfoot

    Slewfoot Senior member

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    Glad to hear that EG is making a reasonable effort to resolve these issues.

    +1. Just be sure to stay on top of them. Actions speak louder than words. Hopefully they'll get someone devoted to simply responding to emails soon.
     
  17. lasbar

    lasbar Senior member

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    +1. Just be sure to stay on top of them. Actions speak louder than words. Hopefully they'll get someone devoted to simply responding to emails soon.

    I doubt it...

    Most companies are under-staffed at the moment...
     
  18. medtech_expat

    medtech_expat Senior member

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    Based on this thread, I emailed EG last night to confirm the details of my Newmarket recrafting (Ray jotted down some longhand notes in their book while I was there). Chris replied this morning confirming all the details (HAF sole, replace sock liner, metal toe taps), so the order was correct going into the factory...
     
  19. SpooPoker

    SpooPoker Internet Bigtimer and Most Popular Man on Campus Dubiously Honored Affiliate Vendor

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    So I called the factory this morning, per Spoo's recommendation.

    I spoke with the production manager, Alex. He was very apologetic, and he made the same comments as Bengal. He stated that this should not happen because they wrap the uppers in plastic. He noted that the girl that completes the polishing must not have noticed it. He did not state how this could happen, which I'm curious about.

    He said that the edge dressing is water soluble, so it is easily removed. He is working on the details of having the shoes sent back, at EGs expense, to take care of the issues. He is supposed to write back in a few hours. I will update this thread as more details come.


    Good news. The phone is always a better tool than email in situations like this. Emails are great, easy, and handy for "evidence", but to deliver a point, make a complaint, or get noticed, the phone (or face to face) is your #1 tool.
     
  20. lasbar

    lasbar Senior member

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    Good news. The phone is always a better tool than email in situations like this. Emails are great, easy, and handy for "evidence", but to deliver a point, make a complaint, or get noticed, the phone (or face to face) is your #1 tool.

    E-mails are unpersonal and that's the problem..

    Face-to-face is the best tool because you force the person to confront the problem...
     

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