Horrible Customer Service at Allen Edmond's on Chestnut St, Philadelphia, PA…read more
On Saturday February 15,2020, I went to Allen Edmonds on Chestnut St, Philadelphia. I was looking for a pair of Navy suede shoes for an upcoming trip to Florida. I finally settled on a pair of Mercer Street Suede Penny Loafers (Navy). They were not in stock in the store and I was told by the salesman that my shoes would ship & arrive at my NJ HOME on February 22, 2020. Unfortunately, I would be in California for business on that date. The salesman suggested that he could send me my shoes to me in California as I would not be home. Great, problem solved!! Well that was wishful thinking.
On February 22, I notified the staff where I stayed that I was receiving a package. Unfortunately, no package arrived. So I called Allen Edmonds on Chestnut St, Philadelphia to see what happened. After discussing my missing package with FRANCIS, I asked for a tracking number to locate my shoes. I was told that AE does not give tracking numbers to shoes purchased in the store. When I asked why? Francis told me that I had been given a receipt on February 15. Confused, I asked where my shoes were as they did not arrive on February 22 as promised. Francis could not tell me anything about my shoes until I told him I wanted to speak to someone else, preferably the Store Manager. Magically, Francis said he had located my shoes and that they were on their was to California. I pressed Francis for an arrival time and he said he could not tell me. Again Confused, I could not believe what was happening. After a series of rushed questions, Francis said he discovered a delivery tracking number. Wow, now I get a tracking when I was told by Francis that AE doesn't provide them for items purchased in the store. Francis said he would email the tracking number to me, and before I could ask another question Francis hung up on me. Great Customer Service it was NOT.
I was unhappy with what had happed on the phone with Francis @ AE, Chestnut St, Philadelphia so I called AE Customer Service's main telephone number for Internet Orders. I recanted my missing shoe story and my dealings with Francis to a lovely woman who said she would find out what had happened. When she looked up my name and telephone number, she said that there was no record of ANY order for me in her computer system. She told me she was calling the Chestnut St store to find out what had happened. After being on hold several minutes, she told me she spoke with Francis who told her that my shoes has been sent out on Saturday, February 22.... the same day I called Francis and the same day I was to originally receive them. She apologized profusely and told me that the incident was being reported to the Local Area Manager and that my shoes would arrive to me in California shortly. Well she was correct, I received my shoes Next Day Air Delivery. What a tremendous expense for something that should have been handled correctly, not by lying about my order. My experience with AE Internet Customer Service was FANTASTIC. My experience with Francis was difficult, exhausting and a TOTAL WASTE OF MY TIME. I still haven't heard anything from the Local Area Manager who was supposed to call me. I'm NOT holding my breathing to hear from AE Management. It's so disappointing how loyal Allen Edmond's customers are treated today. I haven't decided if I'll buy AE shoes EVER again and I am so very shocked at the level of unprofessionalism at the AE store and by the Local Manager!!!
I am happy with my Navy Suede Mercer Street Suede Penny Loafers, but NOT with the aggravation needed to get them.
