Well, where do I begin.. I had a horrible experience. Brian was the one who measured me for my insoles at the Aurora location. This part was OK. I had to come back in a couple of weeks as my insoles had to be made.
I never got a courtesy call to let me know that I had to bring any certain shoes, or to even let me know what the whole process was going to be like when I come in and pick up my insoles, or to even and let me know that my shoes to be destroyed.
This is my first time ever doing this. I am not familiar with any of their protocols.
So when I came to pick up my insoles, Brian came in the room, took my shoes and told me he would be right back. Not even explaining anything about what he was going to do or what was about to happen.
Again, I've never been here before. I don't know how they do things here. So communication is clearly a problem here between the employee and client.
When Brian comes back, I see that he has my original insoles, (from my newly bought OOFOS, which he completely tore out of my gym shoes) in a clear bag.
He replaced my original thick insoles with the super thin custom insoles that were ordered for me.
He told me to try on the shoes. I did, however, my feet were swimming in the shoes, because the original thick insoles had been replaced with a flimsy thin custom insole Brian put in my gym shoes!!!
Brian did not ask for me to try the custom insoles inside of my shoe to see if I liked it that way. He took it upon himself to take my brand new shoes and forcefully rip out my insoles.
When I confronted him about it, he wanted to help the situation by telling me he could simply glue them back on.
This doesn't FIX ANYTHING, the damage was done .
He also was blaming me l. the client, by telling me that he told me he was taking my shoes back.
That is all he told me. Once again, I did not get an explanation as to what he was going to do with my shoes. If I knew that he was going rip out my insoles from my brand new shoes, I would've told him NO!!
Needless to say, I left work early for this.
I left Hanger Clinic with my shoes destroyed, which I was blamed for, and without my custom ordered insoles, which they still wanted me to pay for them after all my distress.
Veronica, their manager, called me and asked me about the situation. I told her, and after arguing with her as well, she said that she would give me a gift card for my shoes to replace them as it was their fault they were damaged.
I asked her if they would be able to also allow me to keep the custom insoles they had ordered for me due to all the stress and inconvenience they put me through. She said they could not do that.
I think Veronica could've handled it better. But clearly the CLIENT is wrong, And they like to blame the clients for their mistakes. I'm calling them out right now for being so unprofessional in the way they handled this issue, especially with it is the Clients who are the victims.
The employees here need more training on customer service, their communication skills, especially towards their clients regarding appointments; what to expect and any other issues that may arise. They need to know how to handle it more professionally. I highly do not recommend Hanger clinic. read more
