Baby needs shoes!
When an associate promises to exchange the shoes and the manager refuses, send a complaint letter to corporate. The ball is on Stride Rite’s court, I am sending them a letter that you can read after the jump.
Dear Stride Rite:
Allow me to begin by congratulating you on the quality of products you offer. I was first exposed to Stride Rite baby shoes during the first few weeks after my daughter was born. I appreciated the quality of your shoes and decided that my daughter’s first (real walking) shoes will have to be of the same brand.
In April of 2008, my wife and I took our daughter to one of your stores in the area. We did not find what we were looking for at that location, so we decided to drive to another one of your stores on the other side of town.
The sales person seemed very knowledgeable and I wouldn’t be surprised if she is one of your top performers; she sold us two pairs of shoes when we only needed one. I totally understand businesses offering incentives to employees that up sell their products; I don’t have any problem with it unless there are lies and deception hiding underneath.
The sales person encouraged us to take advantage of the “Buy One Get Second Pair ½ Off” sale. I informed her that I did not know how fast my daughter’s feet will grow since I didn’t have much experience in that field. She proceeded to educate me, explaining that by summertime my daughter will need size X and brought us some summer style shoes.
I was still reluctant, “I do not want to get stuck with this pair of summer shoes that my daughter might never wear” I said to the sales person. She replied by assuring me that if that is the case, we could bring them back and exchange them for a different pair. She said “as long as they have not been worn we will exchange them”. I asked “even if I bring them back in December” to which she replied “Yes, just bring them back and exchange them for a winter style shoe”. OK, I guess I am not taking any risks here; the worst that can happen is I have to drive back to the store few months later to exchange the shoes.
Back in November 2008, I called the store to ask if I needed to bring a receipt with me in order to exchange the shoes. To my unpleasant surprise and in a cold blooded manner, the lady informed me that they don’t exchange items that have been purchased more than 30 days ago. I immediately asked to speak to the store manager to whom I explained my story. Again, cold blooded; I got the old “Our policy…” spiel. I tried to explain to the manager that I WOULD NOT HAVE BOUGHT the shoes if the SALES PERSON didn’t LIE TO ME. The manager actually mentioned that she won’t take the shoes back from me because she is not stocking summer style shoes. I would like to know how that became my problem. The manager pretty much shrugged it off and suggested I contact the corporate office; here I am a couple months later sending you a letter.
I would also like to share with you that we just had a baby boy earlier this month and that I am taking the liberty to post this letter on my blog – TheGeekParents.com. How you act in response to my letter will potentially affect many parents perception of your company.
I am hopeful you will agree with me when I say that I have received less than stellar service. I am also looking forward to seeing you correct this. My daughter is due for a new pair of shoes; I will get her a new pair within the next two weeks, I hope you would have regained me as one of your loyal customers by then.
Sincerely,
End of letter.
Well folks, stay tuned for part II.
PapaGeek.
