Dear Ms. Kerrigan,
I…read morehave money I'd like to give you, but apparently you don't want it.
You see, I'd ordered boots in SEPTEMBER. I was really psyched, 'cause I've got big feet and big calves and I had difficulty finding boots that fit. It was going to take a little over a month for them to show up, but I was okay with that, 'cause I'd have boots that fit. I even started pulling together a fall/winter wardrobe centered on these magical boots- lots of skirts and tights. I was really quite eagerly looking forward to wearing these boots.
That said, the projected delivery date came and went, without any boots. I made some phone calls, used their (now defunct) "chat with a store rep" feature on the site, and discovered the boots had been delayed. So began THREE (3!) months of me having to hound the store via email, chat, and phone. I was given multiple delivery dates, even a final "this is the last possible date your boots could come" date, and they never showed. Kathryn, I never once received an email or phone call from your company alerting me to delays. Had I not emailed or called, I never would have known that the boots were delayed... yet again. Ultimately, in December, my money was refunded. I was told that I would be contacted when the boots finally came in and I'd be given the opportunity to purchase them at a heavily discounted price for my troubles. So much for that fall wardrobe, however.
Ms. Kerrigan, your employees did send me a pashmina, and while I appreciate the token gift, I cannot wear a pashmina on my feet. I do not want a pashmina, I want the boots that I ordered.
Again, weeks go by with no contact from KK. Emails and phone calls go unreturned, until I finally catch someone on the phone. Apparently you're having trouble with the "Spanish artisans" who make your shoes. While I'm slightly more sympathetic knowing that the issue is on the other side of the pond, it would not kill you or your employees to contact a customer who is STILL willing to give you money despite the poor and nearly non-existent customer service.
Since that last time I spoke with your employee, Inna, a month has gone by. I've sent an email. I've left not one but two messages at the store. I've not heard a word from your company.
Meanwhile, one pair of my KK shoes has begun to fall apart, after fewer than two dozen wears. The sole began peeling off. It's a quick, easy fix at my local cobbler, but considering the pricetag on the shoes and how little I've worn these (they're not the most comfortable), I'm surprised.
Your product is falling apart, your customer service couldn't fall apart any further, and if you're not careful, your customer base will begin to fall apart as well.
I think we can help one another, Kathryn. I want your boots. I can only assume you still want business. Unfortunately said business is only happening if you pick up the damn phone and return a phone call.
Sincerely,
a rather disgruntled customer
