I purchased a pair of Mephisto Kinga size 10 shoes when visiting New York City in April. After wearing these shoes only a few times I noticed the soles for the lack of a better description had "crumbled" mostly on the edges and heel area and, breaking off in small pieces. Knowing that I have done nothing that could have created this problem by walking on a sidewalk, floors and carpeting I contacted the company through the contact form on their website numerous times with no response. I telephoned the company finally and was told I would need to return them to the place of purchase they could do nothing. I certainly cannot return to New York to exchange the shoes and cannot dispute the purchase as I paid with Travelers Checks.
I paid over $300.00 for these shoes and, I purchased them for one reason. In January I fractured my distal femur requiring surgery with a steel plate and screws and, I am still in the recovery stage. I needed a good pair of shoes with support that were versatile. If, it were not for my injury I would not have made this purchase which, for me was a major outlay.
Under the circumstances I consider their position totally unreasonable.
I would like the courtesy of an explanation as to why their company under the circumstances cannot accommodate a customer.
I consider it very poor customer service and relations to just dismiss a customer's complaint.
Hello Ms. **********,
I know we have already spoken about the issue you are having with your Mephisto shoes and we you are in the process of selection a replacement pair.
I do apologize again that this wasn't addressed in a timely manner. The BBB has now been updated so this will not occur again.
We appreciate you being a loyal Mephisto customer.
Customer Service Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
We are in the process of attempting to resolve this matter.
They no longer carry the shoe I purchased and, I am limited to what few shoes are available on their website. Due to my injury I am also limited in what I can wear as to not aggravate my condition.
There is one shoe Luce which would work for me and, the difference would be less than $15.00 if, you included taxes I paid ( I understand Mephisto didn't collect the tax) but, Ms. ****** said no, pointing out that if, they included tax which, they don't charge, it would be a more expensive shoe than listed.
I appreciate that the company is willing to replace my shoes and, I am not attempting to be difficult but, shoes I cannot wear and may aggravate my injury is of no benefit to me.
I am hopeful this matter can be resolved to our mutual satisfaction.
Final Business Response
We waived the difference in price and an order has been processed for style Ms. ********** selected. Once she receives the package in 3-4 business days we will consider this matter closed.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)