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Matt's Giant Endorsement of RM Williams service....

Discussion in 'Classic Menswear' started by Matt, Nov 29, 2012.

  1. Matt

    Matt Senior member

    Jan 14, 2005
    Sunny Saigon
    I am loving RM Williams right now....

    Was back in Australia at the start of the year. Picked up some boots at the Sydney store on a promo with a jacket that looks and feels a lot like my Barbour.

    A couple of months go by and I have a small issue with one shoe - a popping sound out of the left heel.

    I swap some emails with the guy in the service center (who as it turns out, grew up about 5 mins from where I did) and send them back via George (a fellow Aussie SFer who happened to be up in Vietnam a few months ago).

    RM resoles them both, polishes them to where I thought they were new and DHLs them back to me...

    A couple months goes by, and I start to hear a faint 'popping' sound from the left heel again. Not as bad as before, but definitely a recurrence. I drop a line to the guy I'd been in touch with, and a couple days later get a call:

    'Dude, we're sorry, we're sending you a new pair. I'm supposed to ask you to send the old ones back, but since you're all the way over there and we don't want you out of pocket on the returns, next time you're back in Australia, or have a friend coming back, drop them in that way."

    I mention that VN can be evil on import duties, and he says 'I'll mark them as warranty replacements with no commercial value, but if they hit you with any import duties, let us know, and we will sort that out next time you're in Australia'....

    How great is that?

    I am now a lifetime customer....
    Last edited: Nov 29, 2012
    1 person likes this.
  2. Rambo

    Rambo Senior member

    Oct 3, 2007
    Damn. I've always wanted to try their boots out. That round the world shipping always made it not worth the hassle. Maybe the customer service would make up for the extra cost.
  3. chogall

    chogall Senior member

    Aug 12, 2011
    Have a pair of their boots. Yearling Craftsman. 4 years strong. Totally not worth it to send it back to AU for any job.
  4. appolyon

    appolyon Senior member

    Aug 10, 2007
    Have to say that dealing with the guys on this end has been a pleasure ... makes me wonder why other Aussie retailers lost their way when it comes to customer service.

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