Men's Luxury OutletReviews of mlo.shoes

Response from Men's Luxury OutletNov 10, 2021

Hi there! I'm sorry to hear you're unhappy with your MLO experience so far, Sincere. I'll be reaching out to you to figure out what's gone wrong here and how we can make it right for you! EDIT: I've emailed Sincere requesting some more information! EDIT 11/12/21: Our support team has now completed the refund, and the situation is resolved!

Response from Men's Luxury OutletNov 10, 2021

Hi there, Jessica -- I'm very sorry to hear this! It sounds like there may have been issue or delay during the delivery process, which sadly we see on very rare occasions. I'm going to reach out personally to you to ensure we get this resolved right away. EDIT: I've emailed Jessica and I'm awaiting a response!

Response from Men's Luxury OutletNov 10, 2021

Hi Jessica -- I'm sorry to hear that you're unhappy with your MLO experience. If it would help for me to clarify our processes, I'd be more than happy to do so for you! We send out all of our shoes in drawstring MLO branded bags. These are reusable and highly environmentally friendly, which the vast majority of our customers love! We use high quality materials for our shoes and on the very rare occasion that there is an issue with the shoes we have sent, we will replace them right away at no additional cost to you -- unfortunately our Support Team did not hear of or see these quality issues during your return process, but I hope this helps for future! We also have a return policy page on which our customers can find all the info they'll need: https://mlo.shoes/policies/refund-policy :) Please note that we have never charged a restocking fee, returns made in accordance with policy will be fully reimbursed the price paid for the shoe returned. Expedited shipping fees are non-refundable as this is still a service which was provided to you during delivery! If you feel you are missing more than your shipping fees from your refund, please reach out to [email protected] with your order number and they will get this resolved right away!

Response from Men's Luxury OutletSep 15, 2021

Hey Adam - usually you can email our team over at [email protected] to look into processing a cancellation, but for now I've sent a message through Trustpilot to see whether I can take care of this for you today!

Response from Men's Luxury OutletSep 15, 2021

Hey there - I'm really sorry to hear that you may have been misinformed! There are various websites on the internet that sell a huge catalogue of shoes and clothing. These websites are infamous for utilizing the designs of other brands and artists. You can check the veracity of a company by searching for them alongside terms such as "stolen designs" or "copyright infringement" and see the results for yourself! While it's really unfortunate that these companies have led our own business to be brought into question occasionally on TrustPilot, we are striving to answer every single one of these reviews with the story of who we are and what we do, rather than looking to hide or remove what is essentially misinformation. We are in no way affiliated with these sites and stand by the statement that our manufacturer works exclusively with us. We hire an in-house shoe designer that our CEO works closely with, and we've even had competitions within the company where all the employees have the opportunity to design a new shoe or colorway! I hope this clears up any questions you had and that you'll take the time to read into our story at https://mlo.shoes/pages/our-story to see exactly what we stand for and how we give back to our community.

Response from Men's Luxury OutletSep 3, 2021

Hey there Dallin, thanks for your patience while we looked into exactly what happened here! I sincerely apologize for any miscommunication with our CER team. We discovered that one of the pages on our site had been rolled back to a previous version. They were unaware of this and tried to advise you of the policy change in current effect! I can completely understand that this may have been confusing for you however and will be reaching out personally to make this right. EDIT: I have reached out via Trustpilot! EDIT: Dallin got back to us and I've emailed him directly.

Response from Men's Luxury OutletSep 2, 2021

Hey Darla - sorry to hear you're unhappy with your experience! We do have a sizing chart on our site to ensure best fit ahead of time - although our shoes actually run true to size, this differs between brands, so we see this issue on occasion when other shoe brands are used for reference instead. As for the returned shoes, I believe you moved house while the second package was still on the way to you. It's usually our policy to reship all orders that are returned or lost so that we can ensure our customers receive the shoes they ordered, but as you've been unhappy with your experience and could not reach out in time to arrange an exchange for your first pair, we can certainly make an exception. Our team have reached out to you to make things right! EDIT: Darla has been contacted by our support team! EDIT: The situation has been resolved!

Response from Men's Luxury OutletAug 31, 2021

Hey there Samantha, sorry for any confusion we may have caused - when we show delivery on a package but a customer lets us know they're not seeing it, we recommend checking with neighbours and USPS before proceeding with reshipment! Our team respond to all emails, so they should be getting back to you shortly to make this right :) EDIT: Samantha has been offered a free reshipment by our team as her package may have been stolen!