I used to wear Birkenstock shoes for over a decade and owned three pairs. Around ten years ago, I stopped wearing them for some reason, maybe because my feet no longer hurt! I originally started wearing them because I had plantar fasciitis. In the last year, my plantar fasciitis began to return and my physical therapist recommended I go to DSW or the local running store to get Birkenstock shoes. I chose to go to Take 5 Birkenstock in Fort Worth because I thought I would get better service and a proper fitting since they were an official Birkenstock store. Well, I was greatly mistaken. I trusted that Judy would size me correctly. With the sandal she chose for me, I was surprised that she had to make the buckles as tight as they could be on my feet. And, I was even more surprised when she offered to put more holes in the straps for me "in case they stretch". I am 60 years old and have never had shoes or my previous Birkenstock shoes stretch so much that I had to tighten buckles or add holes in the straps! Furthermore, I was wondering in the store why this shoe did not feel as comfortable to me as I remembered them feeling and thought maybe I need to just break them in. I declined for Judy to drill more holes in the straps, however, when I walked out to my car with them on, I was having such trouble walking in them that I went back into the store and said "maybe you should drill those holes because they are slipping on me."
I was well aware of their return policy of "no wear" and had to look like new in order to return. I purchased my shoes late afternoon on Monday and wore them mostly only in my home for a few hours. I knew something was not right with how these fit me and proceeded to look on Birkenstock's website. I following their directions on how to determine your shoe size and width and sure enough I am definitely a narrow width footbed, not wide -- which is what Judy sold me. I returned to the store on Wednesday and asked Judy if these shoes come in different widths and she proceeded to tell me no and that other styles do and she pointed out which shoe on display came in narrow. The shoe she pointed out was my length -- 38 -- and so I proceeded to try it on. I told July that the narrow felt amazing and so much better than what she sold me. She told me I could not return the shoes she sold me because they had been worn. I left the store very disappointed. As I was driving home, I became very angry because she clearly sold me the wrong width shoe so I called her back and asked to speak with the manager or store owner for an exchange since I was fitted incorrectly. She told me she was the manager for that day and she then agreed to exchange them for me. She confirmed she did not have my width in the store for that shoe (which surprised me because she implied earlier that the particular sandal I purchased only came in one width) but could order my width from their other store in Colleyville and would have it by Friday at which time I told her I could not be there on Friday but would come by on Saturday. I told her I would no longer wear the sandals I purchased since we were going to do an exchange and she insisted that I still wear them and to not worry about it.
When I returned to the store on Saturday for the exchange, I had an awful experience with Judy, the owner, and his daughter. The owner and his daughter proceeded to tell me that I could not exchange them because they were worn at which time I told them Judy told me to continue wearing them and that she would exchange them! They proceeded to want to see them on my foot and look at the width of the sneakers I was wearing and measure my feet again ... it was unbelievable how much they were arguing with me. The owner and his daughter were trying to convince me that I was fitted properly for the wide shoe and then the owner yelled at me and told me to calm down and lower my voice or he would not talk with me. Of course I was upset with the improper sizing and not following through with an exchange that was promised to me by Judy. Judy was in the store as well and just remained silent! The owner offered for me to keep the improperly sized shoes and to pay half price for the properly sized shoes. I declined his offer for me to pay more money for properly sized shoes when 1) they sold me the wrong width and 2) Judy told me to continue wearing them and that she would exchange them. I will never step foot in this store again. From now on I will buy my Birkenstocks either directly from Birkenstock online or other vendors but I will not step foot in the Forth Worth or Colleyville Take 5 Birkenstock stores (both have same owner) again.
Also, I called Birkenstock USA today and they were shocked that Judy drilled additional holes in the straps. This should not be necessary if they are sized properly. They will be escalating my feedback up to the President of Birkenstock USA. read more
