Zippers broke New Boots

[beowulf]

Going to put my CSR hat on for a moment. I worked for Dover Saddlery for about ten years - store, online CSR, phone rep, warehouse, you name it - so I have a little industry experience.

A customer reaches out with a complaint about a product they purchased from you. This is where the rep should be able to fill in the blanks and offer recourse. This is basic customer service.

Obviously, a large catalogue company has a lot more wiggle-room when it comes to whether immediately offering a refund or an exchange is a feasible solution. Small companies may not have that luxury, so they have to work harder (imo) to keep customers happy.

But the onus is on the retailer to make it right, not for the customer to demand specific things in order to receive good customer service. Saying the customer didn’t ask for a refund is splitting hairs - anyone with two days worth of CSR experience would know where OP’s original email is going.

[ladipus]

Thank you …although not sure why you’re offering our email communications any further at this point?

[ladipus]

Thank you for backing me up here …after that last remarks from @It_s_an_Onion I was beginning to feel like I’m in the twilight zone or something.

[TheDistinguishedRider]

I still do not feel that all of the information has been provided and that my company has been misrepresented. The communications, therefore, are available upon request.

[trubandloki]

@TheDistinguishedRider

The communications, therefore, are available upon request.

I find that it does not make your company look better that you are shoving into ever post that people should be reaching out to you so you can share a private email conversation.
Not overly professional.

Just my opinion.

[TheDistinguishedRider]

I appreciate the feedback, and I will certainly take that into consideration for future communications! I strive to provide the best customer service for my clients and take their satisfaction very seriously.

We are no longer carrying any stock boot options and will move strictly to a custom sales model. We picked up QHP last year to try and offer a more affordable option for our clients who cannot afford custom boots, but this is no longer feasible with the new tariffs.

Since we cannot import the products any longer, I can refund Michele for her boots if she wants to return them.

[ladipus]

Thank you …that was my first thought as well …I was relieved to initially read the message stating I was offered a refund until the last part saying that our email is available to anyone upon request ??That is so off putting and actually makes TDR shop email to me where she apologized seem insincere and not genuine.

[ladipus]

I’m not quite sure how you feel that all of the information is not provided?? When requested by you because you couldn’t locate our email chain from last week-I posted screenshots of my initial email and your response back to me… What exactly is being misrepresented?? Also you continuing to offer our messages to anyone who requests it makes your apology seem very insincere and not very professional.

[It_s_an_Onion]

IMO it’s unreasonable to except a small business to be able to read your mind as to what you want/ what you are looking for. It seems like there was a lack of communication here on behalf of OP as to what sort of refund or otherwise that they were looking for.

90 days if far beyond any typical 30 day warranty that most custom boot companies offer for the custom boots for things like zippers. Nevermind non-custom boots which are not made for your specific measurements?

I’m sure a large corporation has the ability to simply write off issues such as this, but IMO if you wanted the warranties guaranteed by a large corporation, you should shop with one. If you are working with a small business you should make sure you have an understanding on what their policies are. I personally never shop without knowing:

1. What my options are for refund or returns
2. Any warranty policies

For example I know that SmartPak’s return policy is 45 days for items you try on like boots and blankets.

But that’s just me.

[atlatl]

@beowulf

…
But the onus is on the retailer to make it right, not for the customer to demand specific things in order to receive good customer service. Saying the customer didn’t ask for a refund is splitting hairs - anyone with two days worth of CSR experience would know where OP’s original email is going.

^^^ This is indeed what separates good customer service from the herd so to speak…

[TheDistinguishedRider]

I really appreciate all of the feedback that is being provided! I take responsibility for not prompting Michele further when she reached out about the zippers. The initial email sounded to me like a statement, and I didn’t see any questions being asked to which I should have replied. However, I can definitely understand how this was not providing the very best customer service, as it is my job to anticipate the needs of my clients.

Generally, I don’t offer refunds or compensation without someone asking. In the future, I will ask what the customer would like me to do if I am not directly asked a question. I do think it is unfortunate that the zippers broke within 3 months, and I am understanding that my response of “Oh no! That is such a bummer” was not taken as my being empathetic to Michele’s situation.

I do sincerely apologize that I did not acknowledge the issue in a matter that was satisfactory or if Michele felt as though I should have preemptively offered some sort of compensation. We do not warranty non-custom boot purchases, and we handle all order issues on a case-by-case basis. I have covered any manufacturing issues for customers within the first 30 days of purchase, but 3 months is usually past the point where I would consider a zipper issue to be a manufacturer defect. I am NOT implying that this is the consumer’s fault, just stating generally that 3 months is usually past a warranty period.

I think that the QHP boots are a GREAT product for the price, but boots that cost $245 do not usually have the highest quality “extras” like zippers and soles. That is how they keep the cost down.

As I am a VERY small business (it’s me and my admin), I don’t have the capital to offer a “no questions asked for up to 1 year” replacement policy, but I understand why that would be desirable. I don’t do a high volume of business and brought the QHP boots on so that my customers had an affordable option for boots. I will now no longer be carrying any stock boots and will move to strictly custom sales. For my custom sales, I indubitably offer the best warranties in the business.

I also think it should be mentioned that Michele had an issue with her initial order wherein the boots were not shipped in a timely fashion due to unexpectedly having my baby early. As compensation, I refunded her shipping and gave her a 10% refund on the purchase price (which was not asked for). Because this gesture was not disclosed, I felt as though the customer experience was not represented with full transparency.

At this time, Michele has been given a full refund and is keeping the boots. I feel as though this is more than fair. I sincerely appreciate the feedback that everyone has provided! This will help me to provide a much better customer experience in the future.

[trubandloki]

@TheDistinguishedRider

I really appreciate all of the feedback that is being provided! I take responsibility for not prompting Michele further when she reached out about the zippers. The initial email sounded to me like a statement, and I didn’t see any questions being asked to which I should have replied. However, I can definitely understand how this was not providing the very best customer service, as it is my job to anticipate the needs of my clients.

Generally, I don’t offer refunds or compensation without someone asking. In the future, I will ask what the customer would like me to do if I am not directly asked a question. I do think it is unfortunate that the zippers broke within 3 months, and I am understanding that my response of “Oh no! That is such a bummer” was not taken as my being empathetic to Michele’s situation.

In my opinion, you just need to think what you would want as a response as a customer.

A simple - What can we do the try to help you with this situation? - probably would work amazing when you are not sure what the customer is looking for.

I am glad this was able to be resolved.
I am sorry that all this happened on both sides.

[beowulf]

@It_s_an_Onion

IMO it’s unreasonable to except a small business to be able to read your mind as to what you want/ what you are looking for. It seems like there was a lack of communication here on behalf of OP as to what sort of refund or otherwise that they were looking for.

Therein separates a good customer service rep from one that just punches the clock for a paycheck - big or small business. Only the CSR knows what’s in the company’s toolbox vis a vis internal policies surrounding defective products. A customer shouldn’t have to know what specifically to ask to receive quality support.

A “full refund” is not always the only solution nor the first one. Other solutions include paying for the repair or exchanging for a different product or store credit - neither of which are as punitive to the seller’s bottom line as a full refund.

A zipper breaking within 90 days would be a defective product according to most wholesale/manufacturing standards.

It sounds like OP’s situation has been resolved, which is great.

[ladipus]

Again, thank you… I thought that sentiment goes without saying.… Yes, it has been resolved!

[Jo]

@TheDistinguishedRider

I appreciate the feedback, and I will certainly take that into consideration for future communications! I strive to provide the best customer service for my clients and take their satisfaction very seriously.

Marissa, you have always gone above and beyond helping me whenever I’ve had questions. I would suggest that this is a one-off situation with TDR.

[Jo]

@TheDistinguishedRider

I also think it should be mentioned that Michele had an issue with her initial order wherein the boots were not shipped in a timely fashion due to unexpectedly having my baby early. As compensation, I refunded her shipping and gave her a 10% refund on the purchase price (which was not asked for). Because this gesture was not disclosed, I felt as though the customer experience was not represented with full transparency.

I do find it odd that the OP has never mentioned this as an example of customer service she has previously received from TDR.

[MapleFarm]

Personally, $200 boots in this economy… I’m not sure what would be expected. Ariat are almost all double that or more and honestly aren’t as nice as they used to be. Simple saddle pads are around $100 now from most nice brands.

A big part of the problem is “sh!tflation”. Lots of companies are trying to keep prices similar to where they were 10 years ago or slightly higher, and the only way to do that right now is to sacrifice quality. So products generally get crappier as inflation goes up. The Tredstep chaps I had from 2010 are still going strong but I bought a new pair recently as the grip is about gone. I was surprised the price was about the same (a little over $100) as it was then - then I got them and saw why! Leather is about half the thickness, fit is terrible, and the zipper is crappy plastic. I returned them.

It really sucks that the zipper broke so quickly regardless on your boots. I suggest finding some used boots on FB or eBay in your size next time. I got a practically new pair of koenigs for under 400 recently in my size (and I’m a weird size).

I am sorry that TDR had to eat the entire cost of the boots, but I would just got carry these (sounds like they aren’t any more) if this sort of thing happens often with them. I personally would not expect the seller (a small business that doesn’t manufacturer the boots) to cover it, but everyone has different expectations

[ladipus]

While it was nice to receive reimbursement due to my order not arriving on time …One has nothing to do with the other…it’s pretty standard to get shipping reimbursement if things don’t come on time…and I’ve never encountered a company that feels the need to pat its self on the back for doing such for something that is standard.

[ladipus]

Agreed …they don’t make things the way they used to it seems more and more now a days…I would have preferred the boots to have been replaced but the seller was no longer carrying them and not sure if they were able to speak to the manufacturer to try and get them to honor replacement…I tried and they told me that this issue has to do with seller/shop where purchased .

[MapleFarm]

And in every walk of life! It’s depressing.