Frank
My first customer service experience
My GF has a pair and loves them. Talked me into it. Purchased a pair before a vacation, knowing its anticipated delivery was close to my vacation start date. Immediately after they shipped, their arrival was pushed back. I reached out to kuru to see if they had any contact with the shipper and if there was anything that could be done( delay, redirect, hold, etc). I made an attempt with the shipper and was ultimately denied. The CS person in Kuru did apologize but in one breath said I should have bought insurance and ordered even earlier then I did. Disregarding the posted estimated time, and the shipping companies responsibility in delivering and the fact I just spent $175, and that wasn’t enough. They weren’t wrong, but they weren’t really trying to hear me and help get ahead of a possible problem. Hopefully I’ll get them after I return. But I’ll likely be returning them before taking them fully out of the box. That first interaction didn’t sit well. My Brooks are doing just fine.
Response from KURU FootwearJul 3, 2025
Thank you for taking the time to share your experience. First and foremost, we want to sincerely apologize for the way this interaction left you feeling — this is absolutely not the level of service we strive to provide. We've located your account and will be reaching out to you privately to help make this right. We understand how frustrating it is to plan around an expected delivery window, especially before a vacation, and to feel unsupported when things don’t go as hoped. Your feedback is valuable, and we’re eager to resolve this for you. We appreciate the chance to turn this around.