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Consumer Complaints

BBB Accredited Business since 06/09/2011

Mephisto USA

Phone: (615) 771-5900

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
08/27/2015Problems with Product / Service | Read Complaint Details
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Complaint
Defective product
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.

Desired Settlement
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.

Business Response
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.

Thank you,
***** ******
Customer Service Manager

Consumer Response
(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.

Thank you,
***** ******

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)

03/07/2016Problems with Product / Service | Read Complaint Details
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Complaint
Non response to my inquiry of my resole shoe mailed out on 21december15.
I called Mephisto on 11february and today 16february to inquire status of my resole shoes. no call back. i also emailed them saturday 13february. no response.

See below- as far as I know its sitting on a shelf in california.
Tracking Method
Tracking Number: *
Tracking NumberXXXXXXXXXXXXXXXXXXXXXXXXXXX Reference NumberXXXXXXXX StatusDelivered DestinationSan Diego, CA XXXXX
Date Time Description Location
12/30/2015 06:00 PM Delivered to Mephisto San Diego, CA 92154
12/28/2015 09:00 PM In transit to Mephisto Sparks, NV 89441
12/26/2015 01:09 PM Arrived at Newgistics Facility Sparks, NV 89441
12/24/2015 02:18 PM In transit to Mephisto Fishers, IN 46037
12/24/2015 04:26 AM Arrived at Newgistics Facility Fishers, IN 46037
12/23/2015 10:05 AM Received at first returns checkpoint ATLANTA, GA 30349-3623
12/21/2015 10:24 PM Processed by USPS JACKSONVILLE, FL 322039998


Their turnaround time is misleading....

ticket says allow 2-4 weeks

parameters card says 4-6 weeks

two paragraphs down could be 2-4 months

This is most unprofessional - I simply wanted to hear or see that are are working on it or not. its that simple.

i think its fair to complain at this time.

thank you ********* ******

Desired Settlement
i want my shoes and my cross sell purchase of suede cleaner.
plus my shoes are not in horrible order is the main reason why
i am upset.

Business Response
Hello Ms. ******,
I apologize for the delay in your shoes being repaired. ****** at the repair facility will be contacting you to get further information to locate your shoes. Their direct phone number is XXX-XXX-XXXX.

Please know that a repair normally takes 2-4 weeks if the components are available at the time your shoes are received. If not they would need to be ordered through our manufacture in Europe and that process could take up to 4 months.

Thank you,
Mrs. ***** ******

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