I bought a pair of Dansko XP2's on Black Friday (11/24/17) this year at the Walking Company in the Newport News, VA area. I typically have difficulty finding comfortable shoes 1) because I have had severely flat feet my entire life and 2) because I had surgery on one foot last year and am still experiencing significant discomfort and inflammation which is still being addressed by my podiatrist. At the time of purchase, the clerk advised that as long as I didn't damage them (wear them outside, etc) I could return them with my receipt within 30 days. I kept them for a couple of weeks (trying them on at different times of the day because sometimes that will affect the way a shoe fits) but then decided I should go back to the store and discuss the fit with the sales associate.
So I went to the Tuckahoe store, explained my situation to the associate there, tried a different size and decided to exchange them for a smaller size in the same style (XP2). I stayed with this style because I liked the option of the removable footbed since I typically use orthotics in my shoes (per podiatrist recommendation). This associate advised that again I had 30 days (assuming no damage) to return if I wasn't satisfied. I kept this 2nd pair for a couple more weeks but unfortunately concluded that this fit was too snug. So yesterday (12/30/17), I decided to return to the Tuckahoe store and either exchange for the original size (and live with the large fit) or to try another style. It was a different associate this time so I again explained my issue. Although I really wanted to stick with the XP2, I decided to go with The Professional instead.
When it was time to make the actual exchange, I was informed by a different associate (who I eventually learned was the store manager), that this would be my final sale. She said that the 30 day exchange period was based on the date of my initial purchase on 11/24. She went further to say that based on that I was technically outside of that window but that as the store manager she would make the exchange for me this final time. I was in shock! No one had ever mentioned the 30 days starting from the initial date of purchase. It would make sense that the 30 day period started when you made the purchase regardless of the original date and it would also have made sense for me to have been advised of this when I made my previous exchange..but okay fine. Now knowing this is a final sale, she then asked if I was completely sure that this was the pair I wanted. Well no I'm not completely sure, but what choice did i have?...Refunding was not an option either (although, based on my receipt, I was within 30 days of my most recent exchange, but I was outside of their 30 designated day window) so I was going to have to leave with something.
To add insult to injury, the new pair was less expensive than the original, by $15, so I was informed that I needed to purchase something else to make it more of an even exchange...really? And when I did select a cleaner/conditioner product there was a difference of $.10 which they were trying to get me to purchase more product to cover. They, of course, could not give me the $.10 so I told them to keep it but they claimed they couldn't do that either. I had already purchased 2 unexpected products so I didn't really want more, but after reviewing my receipt, it appears that the addition of state sales tax covered the whopping $.10 difference. It should also be noted that they felt the need to confiscate all of my original receipts and my new receipt was marked "ALL SALES ARE FINAL".
This experience was so upsetting to me that I actually called the customer service center today. I wanted to find out if this was truly their policy but all I really learned was that they are mainly customer service for the online market. All they could say was that some stores crack down on exchange/returns because some people violate those policies. Well that is all well and good, but I am not one of those people and I resented being made to feel like I was in the wrong. It was obvious that the shoes had not been worn, were in their original box and I had both my original and exchange receipts. I wasn't trying to hide anything or get over on anyone. But if it is your policy, to only allow exchanges within one 30-day window, then fine, it should be stated up front.
Although everyone was super nice in this store, this experience left a bad taste in my mouth because I felt as though there were implications made that I had done something wrong when all I was trying to do was find the most comfortable fit and make the best purchase I could. I really like the Dansko styles and they are great for my feet when I have the right fit but I can definitely say there will no more shoe purchases from this store for me. read more
