Allison
My heel cap came off during my second…
My heel cap came off during my second wear. They reached out after I left a review. They said I should always do so, despite a hostile policy with regard to shoes that had already been worn. When I pointed this out, they ceased communication and removed my review. Edited: We worked it out. They said they had a server problem. They sent me a new set of heel caps and told me how to fix it. Sole glue. I've increased my review because of the company. I can't give a perfect score because that was a hassle and $300 shoes should not need fixing after being worn for less than 3 hours but I do appreciate them putting in effort. They replaced something else that broke (also used twice) without question. For what it's worth, the first time I wore them and everything went well I was totally in love.
Response from American DuchessJun 12, 2024
Edited to add: we connected with the customer and found that the miscommunication was an email server error, and the problems have been resolved on both sides! Previous response: We reached out after your first review and offered to replace an item for you, but we never got a response from you - we're quite confused you say we ceased communication! Perhaps there's a disconnect here? We also didn't remove your reviews. Our policy regarding defects doesn't require the shoes to be unworn; the policy you refer to is for regular, non-defective returns. You can view the policy about defective items on our returns and exchanges page in the section titled Defective/Incorrect Products. If you think we've missed your email, you can always reach out to us directly using the contact info on our site.