Customer service issues with Herring Shoes?

So, a few weeks ago I ordered a pair of hand made Church's shoes from Herringshoes.co.uk. They sent me the shoes in the wrong size, asked me to send them back and said they would ship me the right size immediately and compensate me for shipping costs by including their wooden shoe tree.

So, I tried to refuse the package with UPS, but they ended up putting it in their local warehouse for 5 days while trying to contact Herring Shoes to pay for the shipping cost. Mind you, I am located in San Francisco, so this is an international shipment. After not hearing anything, I contacted UPS and they said they hadn't been able to contact Herring, and the return shipping cost was going to be over $120.

I decided to pickup the package and send back via USPS. The cost was $47 for Express shipping, which was the cheapest option for me to get a tracking number.

Now, in the meantime, Herring Shoes has failed to send me the correct sized shoes and when we exchanged emails the other day they questioned whether I was really sending the shoes back. I am getting pretty annoyed and feel that they should send me the shoes in my correct size, and reimburse me for the return shipping, since the mixup was on their end -- so I just sent them an email with the tracking number.

Has anyone else here had customer service issues with Herring Shoes, or is this incident an anomaly?

I am really pissed off that it's been over two weeks, my credit card has been charged, and I am still without my shoes...

Just to update the status here: they got back to me today and shipped the correct size, refunded me the cost of return shipping, and said they are sending me a free set of shoe trees. I'm glad this was settled and feel they've done a good job in correcting the issue.

I've always found Herring's customer service exceptionally good.

I sent them an email once and they never replied!

Originally Posted by TheWraith

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I sent them an email once and they never replied!

I wouldn't want you as a customer either

sorry to hear you had some issues. I have ordered form them 6 times without any mess. They have always answered e-mails within a day or two. good to know they did seem to get things in order for you.

seems like you received a good quality resolution.

reafirms my confidence in Herring.

Originally Posted by Mr.K

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sorry to hear you had some issues. I have ordered form them 6 times without any mess. They have always answered e-mails within a day or two. good to know they did seem to get things in order for you.

a day or two? That seems particularly slow to me.

Never had a problem with Herring.

Originally Posted by chrisb0109

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a day or two? That seems particularly slow to me.
How is that slow?

Originally Posted by MMorley

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How is that slow?

I find most retailers respond to emails within the day.

Sounds like you f*cked up to me. You didn't describe the background adequately, so I'm left wondering whether YOU entered the incorrect size in your order and called them to adjust it or if they mixed up sizes and contacted you to inform you.

Secondly, being slick usually comes at a price. You now know that. After refusing delivery and attempting to be stupid like a fox, you find yourself in a world of hurt.

As far as expecting the company to send you the new shoes before you return the original pair goes, well that's just plain stupid son.

Originally Posted by chrisb0109

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I find most retailers respond to emails within the day.

How pedantic can one be....

Originally Posted by KingOfTheForum

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As far as expecting the company to send you the new shoes before you return the original pair goes, well that's just plain stupid son.

That largely depends on whether it was his mistake or theirs. If it is a mistake on their end, I would expect them to ship the replacement immediately. Otherwise, yes most places would require the first pair back before the send the second.

In three purchases I've never had a problem and always been impressed with their personal and responsive service. Truly.

Originally Posted by Chirpy415

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So, a few weeks ago I ordered a pair of hand made Church's shoes from Herringshoes.co.uk. They sent me the shoes in the wrong size, asked me to send them back and said they would ship me the right size immediately and compensate me for shipping costs by including their wooden shoe tree.

So, I tried to refuse the package with UPS, but they ended up putting it in their local warehouse for 5 days while trying to contact Herring Shoes to pay for the shipping cost. Mind you, I am located in San Francisco, so this is an international shipment. After not hearing anything, I contacted UPS and they said they hadn't been able to contact Herring, and the return shipping cost was going to be over $120.

I decided to pickup the package and send back via USPS. The cost was $47 for Express shipping, which was the cheapest option for me to get a tracking number.

Now, in the meantime, Herring Shoes has failed to send me the correct sized shoes and when we exchanged emails the other day they questioned whether I was really sending the shoes back. I am getting pretty annoyed and feel that they should send me the shoes in my correct size, and reimburse me for the return shipping, since the mixup was on their end -- so I just sent them an email with the tracking number.

Has anyone else here had customer service issues with Herring Shoes, or is this incident an anomaly?

I am really pissed off that it's been over two weeks, my credit card has been charged, and I am still without my shoes...