Customer ReviewsforMorgan's Shoes, Inc.

Insufferable is the word that kept coming to mind as I did my best to be polite and cheerful, as the clerk was terribly rude and condescending to me. Unfortunately, I now have a store credit, so I'll have to go back; although I have been going there for 14 years, and buying shoes that are way above my budget, tonight was the straw that broke the camel's back. There are some friendly clerks there, and they have comfortable though very pricey shoes. But wow, they should train their clerks to be less snooty and more helpful: they might double their business!

Good Morning *******, We are sorry for the experience you had when in the store. Upon looking at your order history, it looks like the shoes you returned were a special order item, which we do not carry in store.These items are typically not returnable, or are returnable with a restocking fee which covers our costs to have the shoes freighted in as well as the shipping to ship the item back. This charge will come from our pocket, not the shoe company. It looks like you were past the timeline of our return policy as well, so we made an exception taking the return to give you store credit. We are sorry that this policy wasnt made clear to you when the shoes were ordered. All of our employees know our return policy and do their best to explain it in an understanding way. We price shoes as the companies require us to, and so we can keep our doors open and pay our employees. We strive to keep customers and provide an above average shopping experience, but we do also have to do our best to profit so we can stay open to serve the ****************** As a small business, that seems to be harder than ever now. Im sorry for the experience you had with us, and hopefully we can improve from this situation. We are hoping you can understand our perspective also.***************************** Shoes

Horrible customer service. Assistant manager Jennifer acts as if she is doing customers a favor, has horrible people skills, is rude and inept at conflict resolution even when the store is at fault. I was double charged by the store for a $140 purchase for two pairs of toddler shoes. They almost triple charged me and stated that “none of the charges went through because the computer did not print out a receipt” even though the card terminal read “approved please remove card” both times and their computer screen said “this is a duplicate transaction”. After insisting I run my card a third time I expressed my concern about being charged several time. After waiting a while with a 2 year old for Jennifer to come she rudely said “well you need to do it again” and then a third older man came by to “help” by telling me to call my bank. I did this and went online which showed I was charged twice. When I told this to Jennifer she did NOT apologize for the inconvenience or try to refund the redundant payment but instead said “well it can’t go through so fast it must be pending”. She then yelled at me for “harassing her” for wanting my refund and refused to give it back. After waiting for over 30 min with a 2 year old I had to leave the store and refute the charges myself with my credit card co. I have shopping here for years, spending thousands of dollars, with my 3 young children. I will never step foot in the store again. Jennifer should not be allowed to be in a customer service role let alone in a “manager position”. She has terrible managerial and people skills. If I could give a zero star review for the way she treated me I would. The shoes here are all overpriced and I have always come here anyway because of the customer service and to support local business. But this store does not deserve any local loyalty and Jennifer is the sole I feel this way.

On Thursday 9/9/21, we had a guest come into our store, her name was Ms. L********. Upon time of arrival, our employee, Laura, worked with her and her child, she had fit the child with shoes, and upon ringing out, we had a computer glitch. The credit card machines went down, and it was clearly un ideal for everyone involved. The card she used was swiped, but no charge was completed. Laura walked Ms. L******** and child over to the adult section, where we attempted to use this credit card machine, however nothing was working. Laura had involved Jennifer to inquire if she had heard of any issues or how she should proceed. Jennifer told her she could try it again, but it didn’t seem to be going through, as the register wasn’t closing out the open invoice. At that point, Ms. L******** began getting hostile, she started raising her voice, demanding we ring out another guest, which at this point no one else was ready to ring out. Our IT person, Brian, was not on site, and was called in regards to the situation. We were making due with what we had. Ms. L******** headed back to the children’s section, and began yelling more. At this point, our children’s employee, Laura, had left the floor as Ms. L******** was growing more angry, and more hostile, she was concerned to be near her. Jennifer was in the back room on the phone with IT, Brian, while still helping another guest. Ms. L******** then came into the back inventory room shouting that her card had been charged twice. Waving a cellphone in Jennifer’s face. She stomped back to the register and demanded we refund her. Brian confirmed that both times Ms. L******** was not charged, and it is showing up as pending or as an authorization hold. Ms. L******** was in the children’s department alone. Jennifer finished with her elderly guest, and came over to attempt to settle Ms. L******** down, at this point the situation grew more hostile, and aggressive. Ms. L******** again yelled she had been charged twice, pushing her cell phone towards Jennifer’s face, now demanding a cash refund. Jennifer attempted to explain that the charged had not gone through, and it was just an authorization hold. Ms. L******** began yelling louder, she was calling 911 unless she got cash back immediately. Jennifer and Laura at this point walked away as she grew more angry and threatening. She demanded to speak with the IT employee, Brian. Jennifer had Brian on the phone, he was driving in from Mount Horeb. Ms. L******** called 911. 5 minutes after the 911 emergency call was made where she stated to the emergency dispatcher that we had stolen from her, the dispatcher called back and spoke with another manager on staff, Kelly, stating her call was not something to that could be dealt with criminally, and that it was a civil claim if in fact we had double charged her. In addition, the dispatcher inquired if we had explained to her that the charged were attempted but not successful? Kelly stated yes, however the woman was no longer cooperating. The dispatcher asked if we needed police presence to de-escalate the situation, at this point Kelly stated no, as we didn’t want to draw more attention to the situation further than it already was, as it was making other customers in the store uncomfortable. The dispatcher then said to call the non-emergency line if things changed and we needed back up. At this point, Ms. L******** took the goods, that were not paid for, and exited the building. Many customers were concerned in store, and Laura had to leave work early due to the traumatic event, she left in tears, and also had to be walked to her car, as she was scared this woman would possibly attack her if they crossed paths. Brian arrived at the store, and said that we could retry to charge the card again as Ms. L******** had left with the unpaid product. We would not know what the outcome would be until Friday, whether the charge would process or not. Ms. L******** next called the store, about 25 minutes later, asking for Jennifer, when Jennifer picked up the phone, Ms. L******** instantly began yelling, asking if Brian were in store yet, calling her a liar, and a thief. Saying that the police would haul her away. Jennifer stated the police were not present, and that her constant yelling and anger towards her was harassment. That if she called again she would recontact the police to start a “no-contact” request. Ms. L******** began yelling again, that she would be out to get her, that she would pay, and that she wouldn’t get away with this. The police were notified, they requested we do not further communicate with Ms. L********. At this point, we would like the review removed, as we do not want to further engage with Ms. L******** in a response, per police recommendation. In addition the claims she made are false, and are degrading and damaging to both the employee and our store. You can look us up, we have a very good reputation, we work with customers and help people daily. In 50+ years of working in a retail establishments, I have never encountered someone like Ms. L********, and hope that we never do again. If you would like to go into this situation at further lengths, I would be more than happy to discuss this via phone or email as well. Jeff L******