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

Forward an email to him with nothing more than a link to this thread. No other text.

Originally Posted by Quadcammer

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I'm sorry, but when you send a $1000 pair of shoes in to be recrafted or otherwise repaired, you expect a fairly high level of service.

Whether it ends up being worth it or not to send them back is one thing, but this is not acceptable for allen edmonds and certainly not for EG.

Yeah well,that's what you think. Obviously,they don't think so and think that they can get away with it,people will keep buying EG and they don't care about rebel. EG has customer service issues,that's true but is it going to stop anyone from buying their shoes? I don't think so.

take it to the top

[email protected] or
[email protected]

Originally Posted by forex

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New pair of shoes? Are you joking? They are running a business not a charity.I'd personally just wear them,who is going to notice that black spot? It might be irritating yes, but they are shoes. Just not worth wasting time and fighting with them.
I remember a case from Styleforum where one the English shoe retailers sent somebody defective shoes. They sent them a new pair and let them keep the old ones. If I was EG, I'd send new shoes, or perhaps do the service for free. I would not want to incur the wrath of iGents. Seriously.

SF'ers are not the target market for luxury retailers. In general they are just too picky. And most people don't pay retail price for things. Not saying this is good or bad, it's just the way things are.

The more I read this thread the more nervous I get. My shoes should arrive any day now, maybe even tomorrow. As I indicated earlier I paid $344.57 USD and did not ask for ANY of the special features asked for by others. No special treatment to the soles and no toe caps, which I really wish I had asked for.

I have not read anyone else post what they paid, but is my cost about in line with what everyone else paid? I ask this because it would seem the additional requests made by others here, especially the OP, would cost more, yet, I have only heard comments that I paid a lot, certainly not that I paid less than others. That has me very nervous about what I am gong to get, especially after all fo the remarks here.

I saw the thread where bengalstripe posted the recraft of his EG for Cole Haans and those were just stunning. I have almost the exact same pair of shoes, but did not ask for the features/upgrades he did, which I really regret. What did I ask for:

"Per email communication [see attached email] I received from you regarding the enclosed shoes, I am sending these to you for repair. As we had discussed, Edward Green is known to have made these shoes back in the 80's. I have owned them for some time now, having received them from my father as my first pair of "nice" dress shoes.

Clearly, these shoes require refurbishment with the soles coming apart and the heels worn down. They had some scuffs on the toe area that I did my best to improve, but I don't think there is a whole lot you can do about that. Whatever you can do to improve them will be greatly appreciated, but I am primarily looking to have them re-soled/re-heeled. I trust the expert opinion of Edward Green and Co on what is best, completely."

I am beginning to think I erred? Then again, maybe they will come back and be something really special (okay, that is me trying to calm me down now). Anyway, if those of you who have posted, especially the OP, do not mind revealing what you paid I would be grateful, as it would give me an idea of what to expect, maybe.

Originally Posted by jrd617

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I remember a case from Styleforum where one the English shoe retailers sent somebody defective shoes. They sent them a new pair and let them keep the old ones.

If I was EG, I'd send new shoes, or perhaps do the service for free. I would not want to incur the wrath of iGents. Seriously.

I remember this too. I think it was church's.

Originally Posted by Quadcammer

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I'm sorry, but when you send a $1000 pair of shoes in to be recrafted or otherwise repaired, you expect a fairly high level of service.

Whether it ends up being worth it or not to send them back is one thing, but this is not acceptable for allen edmonds and certainly not for EG.

+1

The way they are going is the way to go out of business when you are a boutique manufacturer.

Originally Posted by LatinStyleLover

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The more I read this thread the more nervous I get. My shoes should arrive any day now, maybe even tomorrow. As I indicated earlier I paid $344.57 USD and did not ask for ANY of the special features asked for by others. No special treatment to the soles and no toe caps, which I really wish I had asked for.

I have not read anyone else post what they paid, but is my cost about in line with what everyone else paid? I ask this because it would seem the additional requests made by others here, especially the OP, would cost more, yet, I have only heard comments that I paid a lot, certainly not that I paid less than others. That has me very nervous about what I am gong to get, especially after all fo the remarks here.

I saw the thread where bengalstripe posted the recraft of his EG for Cole Haans and those were just stunning. I have almost the exact same pair of shoes, but did not ask for the features/upgrades he did, which I really regret. What did I ask for:

"Per email communication [see attached email] I received from you regarding the enclosed shoes, I am sending these to you for repair. As we had discussed, Edward Green is known to have made these shoes back in the 80's. I have owned them for some time now, having received them from my father as my first pair of "nice" dress shoes.

Clearly, these shoes require refurbishment with the soles coming apart and the heels worn down. They had some scuffs on the toe area that I did my best to improve, but I don't think there is a whole lot you can do about that. Whatever you can do to improve them will be greatly appreciated, but I am primarily looking to have them re-soled/re-heeled. I trust the expert opinion of Edward Green and Co on what is best, completely."

I am beginning to think I erred? Then again, maybe they will come back and be something really special (okay, that is me trying to calm me down now). Anyway, if those of you who have posted, especially the OP, do not mind revealing what you paid I would be grateful, as it would give me an idea of what to expect, maybe.

Was your $340 including postage either way? My initial bill without shipping, before any credits for "issues," was less than that.

Originally Posted by rebel222

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Was your $340 including postage either way? My initial bill without shipping, before any credits for "issues," was less than that.

It certainly includes the postage to return the shoes to me from the UK to the US, but does not include the cost of shipping to the UK, which was $38.50. That amount would make the total $383.07. Maybe I got lucky? Maybe they really spruced these up since I told them to do whatever they thought was best? Today could be the day they arrive, as she did indicate I would have them, via UPS, this week. I feel like I am either going to be really happy or really bummed, especially after reading this thread. I paid what I paid and as long as the shoes are in good condition I am certainly not going to complain. But if it is just a simple recraft, no bells and whistles, and I paid more than everyone else here, then something is just wrong with that.

I second what someone said earlier in the thread, that is, you ought send a link to this thread to Edward Green. I suspect the entire conversation would be of great interest to them.

I truly feel your pain and do not think I would accept them back in the condition yours were in. As I said before, they are beautiful shoes, but they are not up to Edward Green standard and they are missing key elements you requested.

This, from the thread "How many of you have had english/italian shoes recrafted at the factory?," is what I was hoping for, but alas, I did not ask for this. Then again, shoes are meant to be worn and I would just hate to scuff up those soles. I think I would only wear them indoors on carpets and call them my carpet shoes.

Originally Posted by bengal-stripe

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Here is a pair of Edward Green shoes which were made in about 1985 (for Cole Haan),
still with their original soles (although rather thin):

Same shoes after a recent re-crafting:

Promised and delivered within eight weeks at a cost of GBP 155 (about USD 220).
(Of course, I'm in the London, so no problems with shipping.)

That's what they charged me, before a discount for the issue on the Westminsters.

My story has been forwarded to the managing director of EG. Either they plan to resolve this, or they are looking for the best way to make me go away. I should hear from her tomorrow.

Originally Posted by forex

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EG has customer service issues,that's true but is it going to stop anyone from buying their shoes? I don't think so.

I'm not sure I agree with this. I suspect there are a number of reasons why people are prepared to pay at the top end of the price range for certain goods including some or all of the following: (1) they expect the product to be of exceptional quality, (2) when buying the product they expect to receive attentive customer service from people who have in depth knowledge of the goods they are trying to sell you, and (3) they expect to receive a high level of after care service.

I have 4 or 5 pairs of EG's. As I have noted in my earlier post, I have found the customer service in the Jermyn St store to be mixed. If the in-store service was consistently bad, and I had experienced some of the after-sales issues some of the forum members have relayed, I would seriously consider buying shoes elsewhere.

Mine arrived and even without the bells and whistles I could not be happier. Next time, though, I get the full sole treatment, exactly like bengalstripe got! I am still looking for the before pictures, which will make you understand why I am so happy.

Originally Posted by osborn

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I know I will get a lot of hate for this, but if you need to have shoes resoled then you should not have bought them to start with.

This idea of Goodyear welting being such a great thing as it facilitates resoling is BS AFAIC.

If the soles on your shoes gave up then buy new shoes because the upper will have been gone by that time too (please lets not waist time talking about patinas when the uppers are creased and have lost their original qualities/beauty)

The need to resole is what people who really appreciate shoes live for: a bona fide reason to buy a new pair-not just addiction

PS: EG has been supped up in this forum to high heaven, it is about time a healthy attitude adjustment took place

That doesn't make sense.

The sole is in constant contact with rough gritty surfaces that wear through the leather. People who do a lot of walking on city streets can easily go through even top quality soles in less than 2 years with regular use.

If you take care of the upper, they should still look fine. They won't look new, but a resole isn't the same price as a new shoe either.

I think re-soling is an excellent option given that I take good care of the uppers but tend to go through soles quickly.

Originally Posted by osborn

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I know I will get a lot of hate for this, but if you need to have shoes resoled then you should not have bought them to start with.

This idea of Goodyear welting being such a great thing as it facilitates resoling is BS AFAIC.

If the soles on your shoes gave up then buy new shoes because the upper will have been gone by that time too (please lets not waist time talking about patinas when the uppers are creased and have lost their original qualities/beauty)

The need to resole is what people who really appreciate shoes live for: a bona fide reason to buy a new pair-not just addiction

PS: EG has been supped up in this forum to high heaven, it is about time a healthy attitude adjustment took place

lol wut