Item does not fit. Size was selected according to the size chart and is WELL with the size range.
Item XX-XXX-X Comfortland Plantar Fasciitis Support. Size M.
Size chart states size M is appropriate for womans shoe size 911.5
My shoe size is 9.5 I ordered a size M brace. It is too small. I called customer service to ask if they would exchange without charging their stated fees, because I am well within the range of the supplied size chart. I'm not sure why one would use a shoe size to decide the size of an ANKLE brace in the first place, but that's what was provided on the web page. Why would you not measure the ankle?? Regardless, my ankles are not overly large and with my shoe size being closer to the smaller end of the range, I didn't suspect that there would be a problem.
I called customer service to ask if they would suspend their charges for exchange/restocking and postage to send me a size L brace. I agreed to pay postage to send the size M brace back. Honestly, I think that should be their responsibility, as well, because the size was misrepresented. The representative was curt and told me that size charts are provided by the mfgr. of the item and the Brace Shop assumes no responsibility for sizing issues.
I have taken this matter up with my bank (credit card) and they are also pursuing a complaint on my behalf.
Replacement of the size M brace with a size L, shipped free of charge OR a refund of the price I paid for the brace $29.99.
When a customer orders from The Brace Shop they are aware of the conditions of sale including our policy for returns and exchanges. This customer ordered three items from the Brace Shop on May 1,2015. At that point she took advantage of our free shipping over $100.00. She also used a $10.00 discount code to reduce her costs.
When one of the items did not fit her properly she wanted us to exchange and pay for shipping both ways. As this was going to be an exchange we would not charge a restocking fee as a courtesy to our customers who are willing to work to get the proper fit. We don't pay for shipping either way for the exchange as that is cost prohibitive for a small company and that is stated in our return policy. If the customer wants to return an item they may in the original packaging with a 15% restocking fee as we are charged that by the manufacturers. We distribute for 56 different manufacturers and each one has a different sizing chart for their products due to cut and material. We seldom get that product back - and almost never for size. However, we are happy to make an exchange or a return under the above mentioned parameters.
We believe in good customer service - but not to treat any customer different than another. Braces are like other forms of apparel where fit is often an issue due to cut and variables in measuring technique. We are sorry that your experience did not live up to your expectations but we are firm about this policy.
(The consumer indicated he/she DID NOT accept the response from the business.)
I respect the company's policy and understand why it is what it is. However, when size charts are INCORRECT or misleading,in this case grossly, I believe it is the right thing to do to accommodate the paying customer. If, indeed, The Brace Shop is a small company, I would think they would be more customer service oriented than a large company. To accept the offer of return or exchange as stated would not be cost effective for me, the consumer. I would pay nearly as much either way, as I did for the original brace. As for the mentioned discount, it was offered to me and I accepted. That should not be an issue... the size chart was misleading, at best, and I ordered in good faith according to the information that was presented by The Brace Shop. I would expect they would treat every customer as I am asking to be treated in this case...when size ordered was based on erroneous information. I believe it is disingenuous to hold a customer accountable for errors in a size chart. I realize the size chart was provided to them by their supplier. However, since The Brace Shop is the seller of the item, I believe they are ultimately responsible for the accuracy of information related to items for sale on their website.
Final Business Response
We believe the information regarding sizing is accurate as the manufacturers supply the sizing parameters. In the case of the night splint - shoe size is used to determine the night splint size as the measurement of the foot plate determines the length of the brace. The ankle opening is based on a range of average ankle circumference - but if an individual is above the range that may not fit there. The male head of shipping tried on the brace and the fit was fine. If we were to exchange for a large in that brace we would have an instance where the foot plate was much too long. I instructed my head of customer service to contact the customer to get better measurements so that we could determine a better alternative for her. The phone number we have on record is not connected to an answering machine and we have sent an email. If the customer will contact Colleen in customer service and send back the brace which does not fit - I will waive the outgoing shipping charge for the exchange of a comparable night splint which will provide the same level of support with dimensions which will work for her. If not call for a return authorization - send the brace back to us and we will be happy to refund the cost of the brace.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Evidently, there was confusion regarding which item I was asking replacement for. It was not the night splint; rather an ankle support with a strap to support the plantar fascia. I was contacted by the customer service manager and once the confusion regarding the proper fit of the plantar fasciitis strap was solved, a replacement was made. She was very understanding regarding the actual situation and I appreciate her help very much...the new item fits well. Thank you!