The problem with having favorite shoes is you wear them a lot and they wear out. So I decided to get ahead of the curve and try to find a new pair of shoes so I would never have that awkward phase with no favorite shoes. I've used Zappos before (nice selection of Pumas) so I found an interesting pair there. I also found a nice pair at Cole Haan (no local stores).
On Friday I placed both orders within 10 minutes of each other. Selected standard shipment and the prices were within $10 from each supplier. For some reason I always buy stuff on Thursday and Friday because you get the weekend for transit.
Zappos process the order and told me they loved me and upgraded to overnight shipping. And I'll get them today (Monday) and yes I checked and UPS is driving around the neighborhood right now with my shoes.
I check status at Cole Haan and they have not shipped yet. And no phone number, I had to send an email to see what is going on. Stay tuned.
Here's what Zappos did right:
1) over communicated
2) give me more than what I expected
3) had multiple way for me to contact them
And you should be doing the same.
I went to the Cole Haan outlet store in Napa, California this last weekend and found some great Nike for Cole Haan Maryjanes. I was told they run short so got 1/2 size larger than normal. I wore them the next day for a few hours and then 1 day later. I decided they were in fact too big and would probably stetch as well. So I went to the local Cole Haan in San Francisco (where I live) and ask if maybe I could ship them back to Napa via them and replace with my correct size. They starting shaking there heads no before I even finished speaking stating they were not connected to that store. Then when I became silent and started to pack up the shoes one of the desk people told me he would look online to see if they had my size at the Napa store for exchange.(I thought they were not "connected"?) Anyway he then gave me the number to call the Napa store. I called and was told I could not exchange because I had worn the shoes and no one lets someone return worn shoes. I stated I was exchanging and that Nordstrom's always takes returns or exchanges. The response was "good for them". I then ask for the manager who was not in this day. I ask for the name of the regional manager and was told they only had district managers. I ask for the name and number of a district manager and was told they could not give that out. I am so disappointed that a high end shoe store would treat customers this way. I will never shop with them again.
Posted by: Jan Ryan | 24 September 2008 at 11:50 AM
The problem of favorite shoes is that I use a lot and wear. So I decided to get ahead of the curve and try to find a new pair of k swiss trainers.
Posted by: k swiss trainers | 31 May 2010 at 05:56 AM
Thank you and My best regards! Thank you and Sorry for so many questions but i really need your help.
Posted by: Puma Golf Shoes | 13 June 2010 at 07:07 PM