I recently purchased a pair of shoes from the outlet mall in Michigan City. The shoes I tried on were a little too small, so the customer service rep explained to me that they could ship the correct size to me for free. I quickly took the opportunity as I instantly loved these shoes. Last week came and UPS tried to deliver them 3 times and missed me every time. UPS came at 11 am, 12 pm and 1 pm. Well as a working individual, naturally I wasn't home at those times. I called UPS Friday when I got home from work and was informed that I could get them between 6-8 or wait until Monday. I had plans to get dinner with a friend, unable to take the 20 minute drive, on Friday night. I checked online this morning, still planning to get them today and saw that UPS had shipped them back on Friday night. Leaving me with no opportunity to ever pick them up.
So today on my lunch I called Aldo Customer Service. The first man I spoke with, Sophony, who spoke very unclear English. He told me I could get a refund and re order the shoes online. I tried to explain to him that the shoes were from an outlet store so they were not on the website. He said then I have to go back to the store (which is 85 miles from my house), with no promises that they will even have the shoes. After asking to speak to a manager for better clarification he stated that there wasn't any managers in the building at that time and they would call me back with 72 hours. Needless to say, I wasn't happy and I said I would call back.
Shortly after, I called back speaking to a young woman. She told me similar stories, so I gave up on the shoes and said I just wanted a refund. Then, she stated that I can only get a refund by going in the store. Once again, I was not happy. The closest store to me is in Orland Park (44 miles) away. I really don't feel like I should have to drive 45 minutes to get a refund on a pair of shoes that I want. It will end up costing me more in gas then the shoes cost. After arguing with her and once again asking to speak to a manager, she said they could make an exception. I provided her with my credit card information and she said I will have a refund by April 19th.
Overall, I am very upset with this purchase and interactions with your customer service. As Aldo is a big name within the shoe world, you would think there would be better, more efficient policies in place to best service the customers. I will never purchase shoes with your company again. I cannot believe how much trouble this has been, and how rude the customer service reps were. I just wanted the heels that I have already paid for. I hope in the future you can figure out better ways to make the customers happy so you don't continue to lose customers.
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