Adrian M.
my experienced
Recently I ordered two pairs of shoes from Straye, when checking out I realize I had made a mistake and had ordered the wrong size, not 5 minutes later I informed their customer service of my mistake. well, suddenly they said they could not change or cancel the order since it have been processed already and the shoes were shipping already. It was obvious this was a lie, now in order for me to get the right size I have to pay a restocking fee of $10 plus shipping both ways suddenly the shoe I wanted is 40 percent more expensive. This is a terrible customer experience and I will never buy their products again
Response from STRAYEAug 4, 2023
I'm sorry for the inconvenience you experienced while trying to correct your order. We deeply apologize for any misunderstanding or frustration this may have caused. Our aim is to provide the best possible customer service, and we regret that we couldn't make the necessary changes to your order in a timely manner. We understand that mistakes happen, and we should have done better to assist you promptly. Regarding the restocking fee and shipping costs for the return, we want to make sure you have a positive experience with us. I assure you that we take your feedback seriously, and we are actively reviewing our policies to improve our customer experience. If you're willing to give us another chance, we'd like to find a solution that works for you. Please reach out to our customer service team again with your order details, and we'll do our best to assist you further and make the process as smooth as possible. We value your business and sincerely apologize for any inconvenience. Thank you for bringing this to our attention, and we hope to have the opportunity to make things right and restore your trust in our brand.