Complaints

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• Initial Complaint

  Date:03/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late September 2023, while visiting my 95 year-old mother, I brought her to Tufly's Shoe Center and I purchased a pair of Drew brand 10835-43 size 7.5 XW shoes for her. The shoes cost $175.00.
  My mother loved the fit, comfort and stability of the shoes, but approximately one month after purchase, she told me that the shoes were falling apart.
  The mesh covering the surface of the shoes was disintegrating and hanging off in shreds. She stopped wearing the shoes.
  My mom barely walks. She uses walker and sometimes a wheelchair. She rarely leaves the nursing home.
  Several days ago, when I flew back to Nebraska from my home in Maine, I brought the shoes back to Tufly's.
  When I showed the shoes to the store owner, he rudely said "What do you want me to do about it? It's not my fault. It's from rubbing on the wheelchair."
  He went on to say (in an extremely rude tone) that it has been 6 months since the shoes were purchased.
  I explained that I live in Maine and that this is the first time I've been back in Nebraska since the shoes were purchased, and that the shoes had fallen apart very soon after purchase.
  The owner then said literally "I don't care."
  He spoke to me in a discourteous and unpleasant manner--a manner that would have gotten him fired-on-the spot if he were an employee.
  Eventually, and only after I responded in a very assertive manner, he reluctantly offered to send the shoes back to the manufacturer to see what they would offer, if anything. He did not offer me a refund or replacement for the shoes. He made no attempt to apologize for the defective shoes or for his shockingly rude behavior.

  

  Business Response

  Date: 04/18/2024

  Our posted store policy is no refunds on worn shoes unless there is a proven manufactures defect or a medical reason such as shoe causing an irritation of some kind.  If the customer had called to let us know of an issue at one month as the daughter said her mother related our response may have been different.

  However the shoes appeared to be stained, possibly from a urine problem and then washed as many care facilities would do for sanitation, but are detrimental to the shoes.  The daughter also stated that her mother is in a wheel chair most of the time, therefore the shoes should show no wear.  It is true that the soles are unworn, however the problem with the mesh snagging and raveling appears to be from rubbing against the wheel chair and snagging the mesh..

  Unfortunately the daughter was very distraught and assumed that the issues described above were the shoes problem, not her mothers environment and that she lives in Maine and this was the first time she could get back.  Admittedly my response that it is not my problem was not very tactful, but it doesn't change the health care facility issues in caring for the shoes.

  Our position remains unchanged in regards to any refunds.

  Customer Answer

  Date: 04/24/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1) An appropriate response by the store owner to my inquiry regarding refund or replacement of the defective shoes would have been:  "I'm sorry that you experienced a problem with the shoes. I'll contact the manufacturer to see what we can do for you."  Instead, I was angrily rebuked for even attempting to return the shoes.

  2) Although the store owner continues to insist, without any evidence, that the shoe defect was caused by abrasion from my mother's wheelchair, the photo I submitted clearly shows that the damaged areas of the shoes do not contact any part of the wheelchair. 

  4) When I contacted Drew Shoe Company (the shoe manufacturer) directly and submitted  photos of the defective shoes, the manufacturer issued a replacement pair without any delay or additional questioning.  In addition, the Customer Service agent explained that the shoes carry a 6 month warranty for manufacturing defects. She also stated that the company had experienced a previous issue with the mesh on the shoes, but that the problem had since been addressed and corrected. 

  The following statement is a direct quote from the Drew Retail Customer Return Policy:

  *************************************

   "Drew Shoe will issue a refund on any Drew footwear returned within 180 days should there be a manufacturing defect."

  5) And finally, despite the fact that the business owner treated me with extreme rudeness and disrespect, he has not apologized or shown any remorse for his inappropriate behavior.

  Thank you for providing this opportunity to report my negative experience with Tufly Shoe Center.

   

  
  
  
  Sincerely,
  
  
  
  ***** ******