ER
It took a 2,5 of communication, but i finally got a full refund.
My very honest revieuw What i did not like was the fact that the communication tokes to long. In my first mail i was clearly by saying that i just wanted to return the soles. First they wanted to now the reason why i wanted to return them back. Maild them again. Than Stepprs requested a 40% refund, because returning would be expensive for me ;(. So i had mail them again to tell them that i just wanted a 100% refund back. Sometimes they did not replay in days. When i was fed with this, i maild them that i was going to report this at Klarna and soon enough i got a email by klarna with a full refund. ;). This communication took about 2,5 weeks and like 6 mails. Dissapointment. But, what i did like was that I got a full refund back and they told me to keep the 3 pair of soles. That was very nice. Costumer service is very kind in their communication. That’s a plus. What they can change: 1. Why first email costumer service for a return? Why? 2. On the site you will find that you can return without a reason, but than they would love to know your reason. 3. If a costumer ask for a full refund, why try to let them pay 60%? 4. Why send soles with out a logo on it? Also I am very sure that they came straight from china. So i ordered them my sels from china for less than €4,- a pair ;) and compare them with stepprs ;(. THE SAME. Thanks!
Response from StepprsMar 11, 2025
Dear ER, Thank you for sharing your detailed feedback about your recent return experience with Stepprs. We appreciate your honesty and understand your frustration with the extended communication and initial refund offer. We are committed to providing a smooth and efficient return process, and we apologize that your experience did not meet our usual standards. We are reviewing our return procedures and customer communication protocols to identify areas for improvement and ensure a more streamlined experience for all our customers. We understand your concerns regarding the request for a reason for return and the initial refund offer. We want to clarify that while we do offer returns without a reason, understanding customer feedback helps us improve our products and services. The initial refund offer was based on an attempt to find a compromise that considered both your inconvenience and our costs as a small business. However, we acknowledge that this approach was not ideal and will be revising our policies accordingly. Regarding the product origin and branding, we are continuously evaluating our sourcing and production options to provide the best value to our customers. We appreciate your feedback on this matter and will take it into consideration for future decisions. We are glad that you ultimately received a full refund and were able to keep the insoles. We value your business and are committed to learning from your experience to improve our processes and customer service. Thank you for your patience and understanding. Sincerely, The Stepprs Team