Despite having a good range of shoes at reasonable prices, the online customer service is appalling. I recently ordered a pair of shoes from here, received and order confirmation email and was told I had been billed to my paypal account. A couple of days later, after presuming everything was going fine I received another email to say that the shoes I ordered were on hold for another customer, and I could either wait and see if the other customer bought them or not, or order another pair of shoes. No apology or even acknowledgement that they made a mistake. So I emailed back saying I didn't understand why this had happened; these were the shoes I had ordered and why should I have to choose another pair two days after I'd been told everything was fine. The shoes were still available on the website, and there was nothing at all that indicated any kind of apology. I then got an email saying this 'The shoes you ordered are not available to buy on the website, I have just double checked myself. The 5.5 is available but not the 5. You have been charged from your paypal account as all paypal transactions are invoiced at the time of purchase which is standard procedure. Occasionally items are reserved/held for customers because they would like them but for various reasons (mainly because they're transferred in from another store) they ask us to save them for them until they can make it into the store, which i'm sure you'd appreciate if you were in that situation. We cannot take these items off the website because if they aren't collected by the date they're held until they just get put back into stock and to constantly un-web and re-web items would be a logistical nightmare. In terms of an apology, there isn't really one to make because they we have not done anything wrong, it is just unfortunate what has happened. If you do not want an alternative I will cancel your order, but we can't offer any discount against another pair as the shoes you ordered are already in the sale, its closest alternatives have sold out and the nearest alternatives we have in stock are more expensive. That said here they are: http://www.jakeshoes.co.uk/item/Timberland/Teddy-Lace-Ankle-Boots/NY8
http://www.jakeshoes.co.uk/item/Dr-Martens/Leather-Pascal-8-Eyelet-Boots/ KCG If you want either of those we will need to take the difference over the telephone from you. Finally, if you do want to wait and see if the shoes are collected by the customer or not that is fine just let me know and we will be in touch on the 14th. Regards Tom Bradshaw
E-Commerce Manager'
I think for a business to not apologise for mistakes they have quite obviously made is disgusting, and this is why I will never be shopping at Jake shoes again, and I will advise anybody I know against it. read more