I debated as to whether or not to leave a review, since I don't live in the States, and have a residence in Oregon only when I am in town for business. I strongly believe reviews should be for those that frequent a business. However I am still trying to process and understand why I encountered bizarre behaviour and excuses for something that was suppose to be a simple task. I was only in the country for a short time frame and phoned Mario's to find out where they send shoes for their customers. When I was told to just bring my shoes in, I felt not only uncomfortable with this idea, but my shoes were not purchased there. It was made clear that this isn't something they do, but to just bring them in regardless. (I regret not listing to my instincts and politely declining). I know that the offer was also a chance to sell me clothes, which I desperately need, so it was a win win for all. I dropped my shoes off on a Tue late morning, and was told they would be ready the following Tuesday. I had a chance to try several things on, and nothing fit. I must say that I would have thought that a profile is kept on file for their customers, so they know what works and what doesn't. I ended up trying on several things that I've tried in the past, that don't work. So it was a time waster, and had I been able to find things that fit, I would have bought as much as I could to take back with me when leaving the country. As I departed the store I later realized that I really need to deal with the company directly since I have specific requests. So I phoned Mario's on Tuesday late afternoon and was told the shoes had in fact been sent out. Again on Wednesday I spoke with Brian who is the manager who told me that the shoes went out around 3pm Wednesday. Which made no sense because the day prior, I was told my items were sent out on Tuesday. I called the company where they send shoes and was told that my belongings were not there. At this point I become a bit concerned for the simple fact that I have no type of receipt (proof that my items were dropped off at Mario's).
*Side Note* (Brian also informed me that they do not take shoes from customers that are not purchased at their store. This is common sense and his remarks were unnecessary since it's essentially undoing an original gesture that was suppose to be nice). I decided that I would wait until Thursday to phone again. I called once again Thur morning and spoke to the manager Brian, who told me that the shoes were sent to the other location, Mario's downtown. So now I am being told various accounts as to where my shoes actually are. I phoned Mario's downtown and spoke to Michael who informed me that they didn't have my shoes. My frustration level is beyond at this point. This is suppose to be a high end company and an original gesture that was suppose to be a quick task has turned into a guessing game of where my shoes are located. Michael and I spoke once again and he told me that I could pick my shoes up at Bridgeport and that they did repair my shoes. After the call with Michael ended, minutes later I received a call back from Michael stating that he was wrong and that the shoes were in fact at Bridgeport, but not repaired. I also received a voice message and text from the associate who I dealt with at the beginning. I had several meetings arranged and was able to finally drive to Bridgeport around 2pm on Thursday. When I arrived and walked in the store, I tried to speak with Brian the manager. That was cut short since the associate wanted to speak directly to me. She informed me that the shoes were not picked up because someone must have thought the items were on hold for a customer. Thus not leaving the store for repair. As I was listening to this, I watched as Brian rolled his eyes and carried about a demeanour that is offensive and nonsensical. The associate informed me that Brian had no part in any of this, and it was quite clear that he would not deal with me on any level.
I am saddened that I would encounter anything like this from a company that is suppose to be high end. Furthermore, a manager is suppose to oversee his employees and to make sure the store runs smoothly, effectively and with efficiency. I question how a store this small (Bridgeport) square footage, could not figure out that either my shoes were sent or they weren't. I called enough times that someone would have noticed or inquired as to the status of my items and made sure that they were where they needed to be. If you come across this many varients during an explanation, that only leads me to believe I was not told the truth.
Again, I am not a regular customer and only visited Mario's when I was in the country. I am no longer in the USA and hope that this unfortunate incident was atypical and that perhaps a rarity most people would never have to encounter. read more
